SHANE CLOSSER is Vice President and Worldwide Head for the Customer Experience Management (CEM) Practice at Virtusa, a global IT services company. He manages more than 500 CEM specialists worldwide who develop advanced CEM solutions for Virtusa's media, financial services, insurance, and healthcare customers. He has managed more than 75 large programs across vertical markets, and his clients include Fortune 500 and Global 2000 organizations. He is a frequent speaker on CEM strategy, digital marketing, mobile, and content management. He is a certified Adobe trainer with more than 15 years of experience in enterprise content management. Connect with him on LinkedIn or via Twitter @srclosser.