May 6, 2020
Customer
Experience
Virtual Summit
Creating Loyalty Through an
Effortless Experience™
What is the Customer Experience Summit?
This Customer Experience Summit is a no nonsense virtual gathering of customer service and experience leaders that will bring meaningful takeaways you can put into action today. If your role involves engaging with customers on a daily basis, this summit is for you. We’re bringing together leaders from the world’s most influential brands to discuss what’s new, what’s to come, and what’s actually working in the world of customer service.
It’s a fact. Customer experience is becoming more important than price and product when it comes to loyalty. But how do you keep up in today’s ‘new normal’? By meeting the demands of the modern customer, organizations can strive to reach the efficiencies that they need in today’s environment. Find out how you need to adapt.
“Reducing effort and driving customer loyalty is a challenge for companies when times are normal…and times are definitely far from normal right now. This is a one-of-a-kind opportunity for customer experience leaders from across industry to gather virtually to exchange ideas, learn from one-another and engage with some of the leading voices in the CX space.”
Matt Dixon
Author of The Effortless Experience and Chief Product and Research Officer at Tethr
What to Expect
Big Ideas
Hear from trailblazers who will inspire you to take your customer service strategy to the next level. Perfect for people that want to know — what’s next?
Proven Strategies
Learn from people who’ve actually done it. Hear the latest ideas strategies and insights from the leading minds in customer service and customer experience.
Actionable Insights
Less buzzwords, more strategic guidance. Walk away with a notebook full of epic strategies that you can apply the second you get back to work.
Keynote Speakers
In this session, Driving Customer Experience in Challenging Times, customer experience experts talk about top trends in customer experience and share how companies are winning through an effortless experience.
Brad Birnbaum
CEO, Co-Founder and Chairman,
Kustomer
Matt Dixon
Chief Product and Research Officer,
Tethr
Lauren Pragoff
VP of Effortless Experience™,
Challenger
Summit Speakers
Annette Franz
CX Journey Inc.
Bruce Temkin
Qualtrics
Matt Dixon
Tethr
Jeanne Bliss
Customer Bliss
Shep Hyken
Hyken
Luke Williams
Qualtrics
Adrian Swinscoe
Best-selling Author, Forbes Contributor, Speaker, Advisor and Aspirant CX Punk
Mary Drumond
CMO, Worthix
James Dodkins
Founder and Customer Experience Rockstar, Rockstar CX
Nate Brown
Chief Experience Officer at Officium Labs, Co-Founder of CX Accelerator
Steve Richard
Co-Founder and Chief Evangelist, ExecVision
Al Hopper
Principal, Nagurra Networks
Vipula Gandhi
Managing Partner, Gallup
Amir Reiter
CEO, CloudTask
Dionne Mischler
CEO and Founder, Inside Sales by Design
Ben McCormack
Head of Customer Experience Management, FullStory
Ian MacClean
Head of Customer Care NA, Aircall
Tom Jenkins
VP of Marketing, Consultant, CloudTask
Fred Stacey
General Manager, Cloud Call Center Search
Anne Raimondi
Chief Customer Officer, Guru
Jeff Toister
Author, The Service Culture Handbook, Toister Performance Solutions
Justin Robbins
JM Robbins Associates
Paolo Fabrizio
Digital Customer Service Consultant, Trainer, Author, Speaker
Ted Mico
CEO and Founder, Thankful
Ruth Zive
Head of Marketing, Ada
John Ernsberger
Co-Founder and SVP of Client Services, Stella Connect
Amy Smith
Director, Challenger
Lea Harpster
Vice President, Customer Service, Thomson Reuters
Marian Favors
Director, Customer Support, KARL STORZ Endoscopy-America
Brian Fenerty
Director of Recruiting Operations, Indeed
Mario M. Martinez Jr.
CEO and Founder, Modern Sales Evangelist, Vengreso
Ivonne Ribeiro
Head of Customer Operations and Experience, Vengreso
Wendy Gertridge
Customer Success Manager, Vengreso
Joe Gilgoff
VP of Customer Care, Daily Harvest
Jennifer Duguay
Director of Customer Experience, Sweetgreen
Jenny Dempsey
Social Media and Customer Experience Manager, NumberBarn
Wade Radcliffe
Head of Partnerships, Streem
Ryan Wang
Cofounder, Assembled
Nick Lane
WFM Consultant
Scott Rothman
Director, Challenger
Kirsten Newbold-Knipp
Chief Growth Officer, Convey
Michael Miller
Chief Product and Strategy Officer, Convey
Ted McKenna
SVP Product, Tethr
Daniel Rodriguez
CMO, Simplr
Agenda
| 10:00 – 10:30 AM EST | Welcome Keynote Panel |
|---|---|
| 10:30 – 11:15 AM EST | Keynote: Effortless Experience |
| 11:30 AM – 12:15 PM EST | Group 1: Special Guest Speaker + Breakout Sessions |
| 12:15 – 1:00 PM EST | Group 2: Special Guest Speaker + Breakout Sessions |
| 1:00 – 1:45 PM EST | Group 3: Special Guest Speaker + Breakout Sessions |
| 1:45 – 2:30 PM EST | Group 4: Special Guest Speaker + Breakout Sessions |
| 2:30 – 3:15 PM EST | Group 5: Special Guest Speaker + Breakout Sessions |
| 3:15 – 4:00 PM EST | Group 6: Special Guest Speaker + Breakout Sessions |
Get ready. Your customer experience journey begins here.