Sarah Faux is a vice president with eLoyalty specializing in building lasting customer relationships. She has designed customer interaction management systems spanning multiple business units, sites and channels. During the past 8 months, Sarah has led a multi-disciplinary team to design and build an innovative solution and methodology for the practical realization of loyalty concepts in operational environments. Faux joined eLoyalty with a background in management science and operational research. She has worked for an international provider of customer contact software and has spoken at many European conferences about the issues surrounding the successful deployment of customer relationship strategies. Over the past four years, Faux has worked with experts in technology, business strategy, training, psychology and finance to further develop the ability of large organizations to effectively manage customer communication. Faux can be contacted at