The industry shaping agenda


Day 1


Day 1 Morning: The Future of Customer Service & Experience

8:05am – 8:10am (Pacific)  ·  11:05am – 11:10am (Eastern)

Opening remarks

8:10am – 8:30am (Pacific)  ·  11:10am – 11:30am (Eastern)

Delivering the Future of Customer Experience:

In this keynote session with Verizon’s Chief Customer Officer, Aparna Khurjekar, we will hear about how Customer Experience is now more important than ever in a COVID environment. Join us as Aparna delivers this must-see keynote on the impetus of digital transformation on customer experience.

  • How has COVID irreversibly changed customer experience globally?
  • We have all heard that the ‘customer is king’, but how has this crisis changed their expectations and what does this mean for the future of CX?
  • Digital Acceleration is here to stay, how has the importance of the Digital Journey transformed how we care for our customers, and what will this look like in the future?

Aparna Khurjekar Chief Customer Officer Verizon Consumer Group

8:30am – 8:50am (Pacific)  ·  11:30am – 11:50am (Eastern)

Fireside Chat: The Customer Service Leader of the Future: Learning From Today To Launch Into Tomorrow:

  • Discover how & where technology has played a key role in customer care in 2020, and dive into how this translates into an exciting tomorrow for customer care.
  • How has the crisis changed consumer behaviour, and what does this mean for the future of customer care?
  • The Digital Influence – how has the digital acceleration and transformation, resulting from the current pandemic, influenced customer care strategy?

Lance Gruner EVP, Global Customer Care Mastercard

Moderator: Beth Coppinger Director Supply Chain Research Gartner

8:50am – 9:05am (Pacific)  ·  11:50am – 12:05pm (Eastern)

Now is the Time: Let Messaging & Conversational CX Lead the Way

Ido Bornstein-HaCohen CEO Conversocial

9:05am – 9:20am (Pacific)  ·  12:05pm – 12:20pm (Eastern)

Live Q&A

Aparna Khurjekar Chief Customer Officer Verizon Consumer Group

Lance Gruner EVP, Global Customer Care Mastercard

Ido Bornstein-HaCohen CEO Conversocial

9:20am – 9:35am (Pacific)  ·  12:20pm – 12:35pm (Eastern)

Why an Effortless Experience Isn’t Enough

In almost every instance we are repeatedly told of the importance of an easy experience. And why wouldn’t you want to make your experience easier? But just simplifying an experience isn’t enough to improve customer loyalty – We must do more. In this fireside chat, Jen Zamora, the Senior Director of Customer and Employee Experience for Dow, will discuss her experience at Dow, and how they have discovered that improved outcomes require an emotional connection with customers that extends beyond an easy experience.

Jen Zamora Senior Director Customer and Employee Experience Dow

Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer

9:35am – 10:05am (Pacific)  ·  12:35pm – 1:05pm (Eastern)

Panel: Connecting the Dots Between Customer Service, Experience & Engagement:

  • Adapting to a new normal of customer expectation: How to reach out, gather & incorporate customer feedback into your business model, and enact the changes that gives customers what they want
  • Engage your customers wherever they are: How to approach and adapt to new channels
  • Understanding that customer experience benefits are in truth customer service features. Learn to see them synonymously

Efrem Berman VP, Global Loyalty & CRM Radisson Hotel Group

Ana Pia Guzman-Briley Director of Loyalty & Customer Engagement TGI Friday's

Mike Kuenne Chief Customer Experience Officer Extended Stay America

Ankur Ahlowalia CEO Korbyt

Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer

Day 1 Afternoon: Reimagining the Way You Work

10:05am – 10:20am (Pacific)  ·  1:05pm – 1:20pm (Eastern)

Solo Presentation: The Future of a Remote Workforce:

This crisis has forced organisations to reimagine what their workforce can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively

  • How to onboard, train & engage your agents from remote locations
  • Ensure that your agents have the tools they need to be efficient & empowered, in order to provide the best customer service they can

Nishant Mittal Director Vendor Operations Twitter

10:20am – 10:35am (Pacific)  ·  1:20pm – 1:35pm (Eastern)

Solo Presentation: Reimagining the Call Center:

2020 has forced organisations to reimagine what a call center can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively

  • How to onboard, train & engage your agents from remote locations
  • Ensure that your agents have the tools they need to be efficient & empowered, in order to provide the best customer service they can
  • The need to outsource? Discover how leading organisations are approaching outsourcing, and how you can decide when & where you should outsource in your strategy

Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)

10:35am – 10:50am (Pacific)  ·  1:35pm – 1:50pm (Eastern)

Fireside Chat: Staying Customer-Experience-Obsessed in an Ever-Changing World

  • Discover how T-Mobile transitioned a successful in-person, team-based customer care model to become a thriving, work-from-home operation during COVID-19
  • How can your customer experience team thrive even in the middle of chaos and uncertainty? It’s simple: Stay focused on the fundamentals of care and connection.
  • Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.

Dan DiGiralomo VP Customer Service T-Mobile

10:50am – 11:05am (Pacific)  ·  1:50pm – 2:05pm (Eastern)

Live Q&A

Nishant Mittal Director Vendor Operations Twitter

Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)

Dan DiGiralomo VP Customer Service T-Mobile

Mike McCarron VP Customers Gladly

11:05am – 11:20am (Pacific)  ·  2:05pm – 2:20pm (Eastern)

Solo Presentation: The Customer Service Team of the Future: Train, Motivate & Empower Your Agents:

  • Discover how Thomson Reuters have implemented a successful ‘Rep Experience Programme’ that allows them to reap the rewards of a motivated & empowered workforce
  • Understand the importance of instilling ‘the big picture’ in your agents – This allows your agents to be reflexive to an ever-changing market & customer demands
  • Instil an agile culture - TEasterning & implementing changes that are crucial in order to streamline processes, and drive efficiency

Lea Harpster VP of Customer Service (Legal) Thomson Reuters

11:20am – 11:35am (Pacific)  ·  2:20pm – 2:35pm (Eastern)

Improving Agent Experience & Productivity with AI

With exceptional customer experience being a key differentiator for companies, improving agent experience is essential to a brand’s success. Today, many companies are turning to Conversational AI applications, such as virtual assistants to automate tasks and offer the opportunity for customers to self-service. Doing so not only improves customer experience, but also removes many common pain points from the agent experience equation. The result is a happier, more motivated worker who upholds your brand integrity, along with reduced attrition rates and operating costs. Join us for this session where we will cover topics including: -How Conversational AI applications can alleviate common agent pain points -Ways virtual agents and live agents can work better together to increase productivity and ensure a consistent customer experience -Best practices for getting your agents on board with AI automation

McCall Peltier Product Marketing Manager Interactions

11:35am – 11:50am (Pacific)  ·  2:35pm – 2:50pm (Eastern)

Fireside Chat: Socio-Economics in the Workplace

  • What is it? An approach to organizational change that assesses economics alongside human factors vs. viewing them as independent topics.
  • Why is it important? The workplace has evolved into more than just work. Employees are seeking a fulfilling, rewarding experience in the space where they spend a significant amount of life. Organizations have an opportunity to consider the holistic experience in new and different ways and in turn be able to capitalize on human potential.

Laurie Lowery Director of Insight Research USAA

11:50am – 12:05pm (Pacific)  ·  2:50pm – 3:05pm (Eastern)

Supercharged Social Media Support - Fast & Meaningful

As consumers’ demands for digital experiences & real time support increases, social media practitioners have a unique opportunity to engage customers with personalized messaging and great customer service.  The importance of a dynamic social media strategy should not be overlooked, and this session will provide the following insights that will supercharge your social media support:

  • Learn how to optimize your presence across all social channels in order to boost ROI through efficient, cost effective customer care
  • Fully embed social media into your digital toolkit and embrace personalization, advertising optimization and AI.
  • Ensure every interaction with customers is meaningful & timely in order to nurture brand loyalty & deliver a robust customer experience

Jennifer Heyman VP Digital & Social Media Wells Fargo

12:05pm – 12:20pm (Pacific)  ·  3:05pm – 3:20pm (Eastern)

Live Q&A

Laurie Lowery Director of Insight Research USAA

Lea Harpster VP of Customer Service (Legal) Thomson Reuters

Jennifer Heyman VP Digital & Social Media Wells Fargo

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Day 2


Day 2 Morning: Kickstarting A Customer-Centric Culture

7:55am – 7:58am (Pacific)  ·  10:55am – 10:58am (Eastern)

Opening remarks

7:58am – 8:05am (Pacific)  ·  10:58am – 11:05am (Eastern)

The Future of Customer Experience is Now

Miguel Quiroga CEO Visible (Verizon)

8:05am – 8:25am (Pacific)  ·  11:05am – 11:25am (Eastern)

Keynote Presentation: Kickstarting Your Customer-Centric Culture:

  • How do you empower and embed change & new processes into your organisation that will allow you to put customer experience & service at the core of your offering?
  • Discover the internal processes & change management capabilities that a leading industry visionary places at the core of her organisation

Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company

8:25am – 8:45am (Pacific)  ·  11:25am – 11:45am (Eastern)

Fireside Chat: Becoming Faster, Stronger & Better: Pushing Customer Experience to the Next Level:

  • Faster: Understand the importance of adding infrastructure to debottle-neck your business and promote speed & agility.
  • Stronger: Discover how accelerating digitalisation, leveraging data & connecting your frontline can help your business launch itself into the future of customer care.
  • Better: Customer Experience starts from within - Your employee health & safety is a crucial consideration when building plans to be a better company.
  • Discover how the above can provide the basis for an omnichannel commercial strategy – Learn how Michael Del Pozzo has instilled an ‘always everywhere’ approach in Frito-Lay NA.

Michael Del Pozzo Chief Customer Officer Frito-Lay NA

Moderator: Nicholas Zeisler Principal Zeisler Consulting

8:45am – 9:05am (Pacific)  ·  11:45am – 12:05pm (Eastern)

The Hidden Dangers of Neglecting the NOW Customer

Phenomenal CX is one of the few remaining ways to stay competitive and keep your business afloat. Today’s “NOW Customer” is always ON—through chat, messaging, email and social media. Anything short of meeting the NOW Customer where they are amounts to customer neglect... and millions of dollars in missed revenue.

Tune in as Simplr’s CMO, Daniel Rodriguez, reveals challenges and dangers that are emerging for CX professionals, and how to prevent and correct customer neglect so you can steer your company’s CX in the right direction.

Daniel Rodriguez CMO Simplr

9:05am – 9:20am (Pacific)  ·  12:05pm – 12:20pm (Eastern)

Live Q&A

Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company

Michael Del Pozzo Chief Customer Officer Frito-Lay NA

Daniel Rodriguez CMO Simplr

Mike McCarron VP Customers Gladly

Day 2 Afternoon: The Age of Digitalisation - Technology, Efficiency & Agility

9:20am – 9:35am (Pacific)  ·  12:20pm – 12:35pm (Eastern)

High-Definition CX: The Power of Fidelity

SugarCRM's VP of Product Marketing, David Campbell, will explain how Sugar's new AI capabilities replaces a fragmented, dated, and distorted picture with one that offers a high definition view of your business and customers, from pipeline to forecasting. SugarCRM is democratizing AI, ushering in a new frontier in CX with its powerful combination of AI, time-aware and data enrichment, to drive business performance and enable predictability for companies of all sizes.

David Campbell VP Product Marketing SugarCRM

9:35am – 10:05am (Pacific)  ·  12:35pm – 1:05pm (Eastern)

Panel: Merging Man and Machine: New Tech and AI Redefining Support Agent Potential:

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Supercharge your workforce with the perfect blend of AI, machine learning, and automation

  • Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction
  • Provide premium & enhanced personalized experiences to every customer by blending technology & human

Erin Sheehan Senior Director of Guest Experience San Diego Padres

Norman Vossschulte Director, Fan Experience Philadelphia Eagles

Himanshu Niranjani Chief Technology Officer Visible

Moderator: Nicholas Zeisler Principal Zeisler Consulting

10:05am – 10:20am (Pacific)  ·  1:05pm – 1:20pm (Eastern)

Solo Presentation: Rediscovering the Human Touch in the Age of Digitalisation:

  • Understand the values that drive a great support team and cultivate this philosophy in your business – Nurture, Engage & Drive your employees to help customers.
  • Listen, Probe & Deliver: Discover what your customers truly desire, and build this into your strategy to make customers feel valued & appreciated at scale
  • Understand how and when to employ automation & technology in your CS strategy but ensure they don’t take precedence over delivering great CX.

Norman Vossschulte Director, Fan Experience Philadelphia Eagles

10:20am – 10:50am (Pacific)  ·  1:20pm – 1:50pm (Eastern)

Panel: The Future of Customer Experience is Conversational:

  • Seamlessly blend humans and automation to scale your customer experience operation
  • Harness the power of bots & AI without impacting customer care
  • Deliver commerce through care with unique data-driven intelligent messaging

Doug Kramon Senior Director Fan Support & Customer Care Ops ESPN

Dan Craig Director Digital Customer Experience Khoros

Dan Christian Chief Digital Officer The Travel Corporation

Megan Merrick Online Engagement Manager Freshly

Moderator: Nicholas Zeisler Principal Zeisler Consulting

10:50am – 11:05am (Pacific)  ·  1:50pm – 2:05pm (Eastern)

Case Studies in AI: Lessons and Strategies

Adopting new technology comes with risk and rewards. In this presentation, you'll hear two case studies in the use of RPS and AO - one successful, one... less successful - and the lessons you can take away from each, such as:

  • What is the difference between AI and RPA?
  • How do you decide if a new technology solution is right for you?
  • How can you best track and understand the impact of new technology?
  • When do you determine that technology just isn't working for you?

Colin Crowley VP, Customer Experience Freshly

11:05am – 11:20am (Pacific)  ·  2:05pm – 2:20pm (Eastern)

Live Q&A

David Campbell VP Product Marketing SugarCRM

Norman Vossschulte Director, Fan Experience Philadelphia Eagles

Colin Crowley VP, Customer Experience Freshly

11:20am – 11:35am (Pacific)  ·  2:20pm – 2:35pm (Eastern)

Fireside Chat: Voice of the Customer - Creating a Seamless, Omnichannel Experience That Boosts Loyalty & Drives Opportunity

  • Understand the importance of the 'Voice of the customer' as a key driver for services delivery strategy and actions
  • Learn to leverage technology in order to analyze, summarize and act on customer feedback across channels, geographies, customer segments, etc.
  • Discover why an omnichannel experience is pivotal to successfully listen to customer feedback and voices

Amar Babu VP of Services Operations Lenovo

Moderator: Nicholas Zeisler Principal Zeisler Consulting

11:35am – 11:50am (Pacific)  ·  2:35pm – 2:50pm (Eastern)

Fireside Chat: Measuring Efficiency and Utilization in Asynchronous Messaging:

  • Learn how enterprise customers can optimize care team performance through asynchronous social and messaging channels.
  • best-practices for effective workforce planning — comparing traditional metrics, and team performance to an asynchronous context.

Ankur Prasad Director, Product Marketing, Messenger Facebook

Moderator: Frankie Saucier Head of Digital Care Strategy The Home Depot

11:50am – 12:05pm (Pacific)  ·  2:50pm – 3:05pm (Eastern)

Building Voice of the Customer into a Successful Global Strategy

  • Learn how to build the necessary tools to capture enough customer feedback, and incorporate this back into an effective strategy
  • Recognize the importance of a global story, and ensure a consistent approach in Voice of the Customer usage
  • Discover how VoC feedback and effective strategy can be scaled up to success on an international level

Tamar Cohen VP Global Head of Customer Experience Zoetis

12:05pm – 12:20pm (Pacific)  ·  3:05pm – 3:20pm (Eastern)

Solo Presentation: Business Recovery, Agility & The Cloud – Planning for Tomorrow:

  • Discover how to plan & continue to plan for the future in this volatile environment – Add some anecdotal explanation here from Marlene
  • Post-pandemic business recovery for contact centres: How to build agility into your future customer service strategy
  • A Fluid Global Presence – Outsourcing to the cloud & utilising cloud tech to deliver services

Marlene Kolodziej VP, Centralized Services Ricoh USA

12:20pm – 12:35pm (Pacific)  ·  3:20pm – 3:35pm (Eastern)

Live Q&A

Ankur Prasad Director, Product Marketing, Messenger Facebook

Tamar Cohen VP Global Head of Customer Experience Zoetis

Marlene Kolodziej VP, Centralized Services Ricoh USA

Day 1 Morning: The Future of Customer Service & Experience

8:05am – 8:10am (Pacific)  ·  11:05am – 11:10am (Eastern)

Opening remarks

8:10am – 8:30am (Pacific)  ·  11:10am – 11:30am (Eastern)

Delivering the Future of Customer Experience:

In this keynote session with Verizon’s Chief Customer Officer, Aparna Khurjekar, we will hear about how Customer Experience is now more important than ever in a COVID environment. Join us as Aparna delivers this must-see keynote on the impetus of digital transformation on customer experience.

  • How has COVID irreversibly changed customer experience globally?
  • We have all heard that the ‘customer is king’, but how has this crisis changed their expectations and what does this mean for the future of CX?
  • Digital Acceleration is here to stay, how has the importance of the Digital Journey transformed how we care for our customers, and what will this look like in the future?

Aparna Khurjekar Chief Customer Officer Verizon Consumer Group

8:30am – 8:50am (Pacific)  ·  11:30am – 11:50am (Eastern)

Fireside Chat: The Customer Service Leader of the Future: Learning From Today To Launch Into Tomorrow:

  • Discover how & where technology has played a key role in customer care in 2020, and dive into how this translates into an exciting tomorrow for customer care.
  • How has the crisis changed consumer behaviour, and what does this mean for the future of customer care?
  • The Digital Influence – how has the digital acceleration and transformation, resulting from the current pandemic, influenced customer care strategy?

Lance Gruner EVP, Global Customer Care Mastercard

Moderator: Beth Coppinger Director Supply Chain Research Gartner

8:50am – 9:05am (Pacific)  ·  11:50am – 12:05pm (Eastern)

Now is the Time: Let Messaging & Conversational CX Lead the Way

Ido Bornstein-HaCohen CEO Conversocial

9:05am – 9:20am (Pacific)  ·  12:05pm – 12:20pm (Eastern)

Live Q&A

Aparna Khurjekar Chief Customer Officer Verizon Consumer Group

Lance Gruner EVP, Global Customer Care Mastercard

Ido Bornstein-HaCohen CEO Conversocial

9:20am – 9:35am (Pacific)  ·  12:20pm – 12:35pm (Eastern)

Why an Effortless Experience Isn’t Enough

In almost every instance we are repeatedly told of the importance of an easy experience. And why wouldn’t you want to make your experience easier? But just simplifying an experience isn’t enough to improve customer loyalty – We must do more. In this fireside chat, Jen Zamora, the Senior Director of Customer and Employee Experience for Dow, will discuss her experience at Dow, and how they have discovered that improved outcomes require an emotional connection with customers that extends beyond an easy experience.

Jen Zamora Senior Director Customer and Employee Experience Dow

Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer

9:35am – 10:05am (Pacific)  ·  12:35pm – 1:05pm (Eastern)

Panel: Connecting the Dots Between Customer Service, Experience & Engagement:

  • Adapting to a new normal of customer expectation: How to reach out, gather & incorporate customer feedback into your business model, and enact the changes that gives customers what they want
  • Engage your customers wherever they are: How to approach and adapt to new channels
  • Understanding that customer experience benefits are in truth customer service features. Learn to see them synonymously

Efrem Berman VP, Global Loyalty & CRM Radisson Hotel Group

Ana Pia Guzman-Briley Director of Loyalty & Customer Engagement TGI Friday's

Mike Kuenne Chief Customer Experience Officer Extended Stay America

Ankur Ahlowalia CEO Korbyt

Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer

Day 1 Afternoon: Reimagining the Way You Work

10:05am – 10:20am (Pacific)  ·  1:05pm – 1:20pm (Eastern)

Solo Presentation: The Future of a Remote Workforce:

This crisis has forced organisations to reimagine what their workforce can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively

  • How to onboard, train & engage your agents from remote locations
  • Ensure that your agents have the tools they need to be efficient & empowered, in order to provide the best customer service they can

Nishant Mittal Director Vendor Operations Twitter

10:20am – 10:35am (Pacific)  ·  1:20pm – 1:35pm (Eastern)

Solo Presentation: Reimagining the Call Center:

2020 has forced organisations to reimagine what a call center can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively

  • How to onboard, train & engage your agents from remote locations
  • Ensure that your agents have the tools they need to be efficient & empowered, in order to provide the best customer service they can
  • The need to outsource? Discover how leading organisations are approaching outsourcing, and how you can decide when & where you should outsource in your strategy

Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)

10:35am – 10:50am (Pacific)  ·  1:35pm – 1:50pm (Eastern)

Fireside Chat: Staying Customer-Experience-Obsessed in an Ever-Changing World

  • Discover how T-Mobile transitioned a successful in-person, team-based customer care model to become a thriving, work-from-home operation during COVID-19
  • How can your customer experience team thrive even in the middle of chaos and uncertainty? It’s simple: Stay focused on the fundamentals of care and connection.
  • Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.

Dan DiGiralomo VP Customer Service T-Mobile

10:50am – 11:05am (Pacific)  ·  1:50pm – 2:05pm (Eastern)

Live Q&A

Nishant Mittal Director Vendor Operations Twitter

Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)

Dan DiGiralomo VP Customer Service T-Mobile

Mike McCarron VP Customers Gladly

11:05am – 11:20am (Pacific)  ·  2:05pm – 2:20pm (Eastern)

Solo Presentation: The Customer Service Team of the Future: Train, Motivate & Empower Your Agents:

  • Discover how Thomson Reuters have implemented a successful ‘Rep Experience Programme’ that allows them to reap the rewards of a motivated & empowered workforce
  • Understand the importance of instilling ‘the big picture’ in your agents – This allows your agents to be reflexive to an ever-changing market & customer demands
  • Instil an agile culture - TEasterning & implementing changes that are crucial in order to streamline processes, and drive efficiency

Lea Harpster VP of Customer Service (Legal) Thomson Reuters

11:20am – 11:35am (Pacific)  ·  2:20pm – 2:35pm (Eastern)

Improving Agent Experience & Productivity with AI

With exceptional customer experience being a key differentiator for companies, improving agent experience is essential to a brand’s success. Today, many companies are turning to Conversational AI applications, such as virtual assistants to automate tasks and offer the opportunity for customers to self-service. Doing so not only improves customer experience, but also removes many common pain points from the agent experience equation. The result is a happier, more motivated worker who upholds your brand integrity, along with reduced attrition rates and operating costs. Join us for this session where we will cover topics including: -How Conversational AI applications can alleviate common agent pain points -Ways virtual agents and live agents can work better together to increase productivity and ensure a consistent customer experience -Best practices for getting your agents on board with AI automation

McCall Peltier Product Marketing Manager Interactions

11:35am – 11:50am (Pacific)  ·  2:35pm – 2:50pm (Eastern)

Fireside Chat: Socio-Economics in the Workplace

  • What is it? An approach to organizational change that assesses economics alongside human factors vs. viewing them as independent topics.
  • Why is it important? The workplace has evolved into more than just work. Employees are seeking a fulfilling, rewarding experience in the space where they spend a significant amount of life. Organizations have an opportunity to consider the holistic experience in new and different ways and in turn be able to capitalize on human potential.

Laurie Lowery Director of Insight Research USAA

11:50am – 12:05pm (Pacific)  ·  2:50pm – 3:05pm (Eastern)

Supercharged Social Media Support - Fast & Meaningful

As consumers’ demands for digital experiences & real time support increases, social media practitioners have a unique opportunity to engage customers with personalized messaging and great customer service.  The importance of a dynamic social media strategy should not be overlooked, and this session will provide the following insights that will supercharge your social media support:

  • Learn how to optimize your presence across all social channels in order to boost ROI through efficient, cost effective customer care
  • Fully embed social media into your digital toolkit and embrace personalization, advertising optimization and AI.
  • Ensure every interaction with customers is meaningful & timely in order to nurture brand loyalty & deliver a robust customer experience

Jennifer Heyman VP Digital & Social Media Wells Fargo

12:05pm – 12:20pm (Pacific)  ·  3:05pm – 3:20pm (Eastern)

Live Q&A

Laurie Lowery Director of Insight Research USAA

Lea Harpster VP of Customer Service (Legal) Thomson Reuters

Jennifer Heyman VP Digital & Social Media Wells Fargo

Day 2 Morning: Kickstarting A Customer-Centric Culture

7:55am – 7:58am (Pacific)  ·  10:55am – 10:58am (Eastern)

Opening remarks

7:58am – 8:05am (Pacific)  ·  10:58am – 11:05am (Eastern)

The Future of Customer Experience is Now

Miguel Quiroga CEO Visible (Verizon)

8:05am – 8:25am (Pacific)  ·  11:05am – 11:25am (Eastern)

Keynote Presentation: Kickstarting Your Customer-Centric Culture:

  • How do you empower and embed change & new processes into your organisation that will allow you to put customer experience & service at the core of your offering?
  • Discover the internal processes & change management capabilities that a leading industry visionary places at the core of her organisation

Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company

8:25am – 8:45am (Pacific)  ·  11:25am – 11:45am (Eastern)

Fireside Chat: Becoming Faster, Stronger & Better: Pushing Customer Experience to the Next Level:

  • Faster: Understand the importance of adding infrastructure to debottle-neck your business and promote speed & agility.
  • Stronger: Discover how accelerating digitalisation, leveraging data & connecting your frontline can help your business launch itself into the future of customer care.
  • Better: Customer Experience starts from within - Your employee health & safety is a crucial consideration when building plans to be a better company.
  • Discover how the above can provide the basis for an omnichannel commercial strategy – Learn how Michael Del Pozzo has instilled an ‘always everywhere’ approach in Frito-Lay NA.

Michael Del Pozzo Chief Customer Officer Frito-Lay NA

Moderator: Nicholas Zeisler Principal Zeisler Consulting

8:45am – 9:05am (Pacific)  ·  11:45am – 12:05pm (Eastern)

The Hidden Dangers of Neglecting the NOW Customer

Phenomenal CX is one of the few remaining ways to stay competitive and keep your business afloat. Today’s “NOW Customer” is always ON—through chat, messaging, email and social media. Anything short of meeting the NOW Customer where they are amounts to customer neglect... and millions of dollars in missed revenue.

Tune in as Simplr’s CMO, Daniel Rodriguez, reveals challenges and dangers that are emerging for CX professionals, and how to prevent and correct customer neglect so you can steer your company’s CX in the right direction.

Daniel Rodriguez CMO Simplr

9:05am – 9:20am (Pacific)  ·  12:05pm – 12:20pm (Eastern)

Live Q&A

Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company

Michael Del Pozzo Chief Customer Officer Frito-Lay NA

Daniel Rodriguez CMO Simplr

Mike McCarron VP Customers Gladly

Day 2 Afternoon: The Age of Digitalisation - Technology, Efficiency & Agility

9:20am – 9:35am (Pacific)  ·  12:20pm – 12:35pm (Eastern)

High-Definition CX: The Power of Fidelity

SugarCRM's VP of Product Marketing, David Campbell, will explain how Sugar's new AI capabilities replaces a fragmented, dated, and distorted picture with one that offers a high definition view of your business and customers, from pipeline to forecasting. SugarCRM is democratizing AI, ushering in a new frontier in CX with its powerful combination of AI, time-aware and data enrichment, to drive business performance and enable predictability for companies of all sizes.

David Campbell VP Product Marketing SugarCRM

9:35am – 10:05am (Pacific)  ·  12:35pm – 1:05pm (Eastern)

Panel: Merging Man and Machine: New Tech and AI Redefining Support Agent Potential:

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Supercharge your workforce with the perfect blend of AI, machine learning, and automation

  • Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction
  • Provide premium & enhanced personalized experiences to every customer by blending technology & human

Erin Sheehan Senior Director of Guest Experience San Diego Padres

Norman Vossschulte Director, Fan Experience Philadelphia Eagles

Himanshu Niranjani Chief Technology Officer Visible

Moderator: Nicholas Zeisler Principal Zeisler Consulting

10:05am – 10:20am (Pacific)  ·  1:05pm – 1:20pm (Eastern)

Solo Presentation: Rediscovering the Human Touch in the Age of Digitalisation:

  • Understand the values that drive a great support team and cultivate this philosophy in your business – Nurture, Engage & Drive your employees to help customers.
  • Listen, Probe & Deliver: Discover what your customers truly desire, and build this into your strategy to make customers feel valued & appreciated at scale
  • Understand how and when to employ automation & technology in your CS strategy but ensure they don’t take precedence over delivering great CX.

Norman Vossschulte Director, Fan Experience Philadelphia Eagles

10:20am – 10:50am (Pacific)  ·  1:20pm – 1:50pm (Eastern)

Panel: The Future of Customer Experience is Conversational:

  • Seamlessly blend humans and automation to scale your customer experience operation
  • Harness the power of bots & AI without impacting customer care
  • Deliver commerce through care with unique data-driven intelligent messaging

Doug Kramon Senior Director Fan Support & Customer Care Ops ESPN

Dan Craig Director Digital Customer Experience Khoros

Dan Christian Chief Digital Officer The Travel Corporation

Megan Merrick Online Engagement Manager Freshly

Moderator: Nicholas Zeisler Principal Zeisler Consulting

10:50am – 11:05am (Pacific)  ·  1:50pm – 2:05pm (Eastern)

Case Studies in AI: Lessons and Strategies

Adopting new technology comes with risk and rewards. In this presentation, you'll hear two case studies in the use of RPS and AO - one successful, one... less successful - and the lessons you can take away from each, such as:

  • What is the difference between AI and RPA?
  • How do you decide if a new technology solution is right for you?
  • How can you best track and understand the impact of new technology?
  • When do you determine that technology just isn't working for you?

Colin Crowley VP, Customer Experience Freshly

11:05am – 11:20am (Pacific)  ·  2:05pm – 2:20pm (Eastern)

Live Q&A

David Campbell VP Product Marketing SugarCRM

Norman Vossschulte Director, Fan Experience Philadelphia Eagles

Colin Crowley VP, Customer Experience Freshly

11:20am – 11:35am (Pacific)  ·  2:20pm – 2:35pm (Eastern)

Fireside Chat: Voice of the Customer - Creating a Seamless, Omnichannel Experience That Boosts Loyalty & Drives Opportunity

  • Understand the importance of the 'Voice of the customer' as a key driver for services delivery strategy and actions
  • Learn to leverage technology in order to analyze, summarize and act on customer feedback across channels, geographies, customer segments, etc.
  • Discover why an omnichannel experience is pivotal to successfully listen to customer feedback and voices

Amar Babu VP of Services Operations Lenovo

Moderator: Nicholas Zeisler Principal Zeisler Consulting

11:35am – 11:50am (Pacific)  ·  2:35pm – 2:50pm (Eastern)

Fireside Chat: Measuring Efficiency and Utilization in Asynchronous Messaging:

  • Learn how enterprise customers can optimize care team performance through asynchronous social and messaging channels.
  • best-practices for effective workforce planning — comparing traditional metrics, and team performance to an asynchronous context.

Ankur Prasad Director, Product Marketing, Messenger Facebook

Moderator: Frankie Saucier Head of Digital Care Strategy The Home Depot

11:50am – 12:05pm (Pacific)  ·  2:50pm – 3:05pm (Eastern)

Building Voice of the Customer into a Successful Global Strategy

  • Learn how to build the necessary tools to capture enough customer feedback, and incorporate this back into an effective strategy
  • Recognize the importance of a global story, and ensure a consistent approach in Voice of the Customer usage
  • Discover how VoC feedback and effective strategy can be scaled up to success on an international level

Tamar Cohen VP Global Head of Customer Experience Zoetis

12:05pm – 12:20pm (Pacific)  ·  3:05pm – 3:20pm (Eastern)

Solo Presentation: Business Recovery, Agility & The Cloud – Planning for Tomorrow:

  • Discover how to plan & continue to plan for the future in this volatile environment – Add some anecdotal explanation here from Marlene
  • Post-pandemic business recovery for contact centres: How to build agility into your future customer service strategy
  • A Fluid Global Presence – Outsourcing to the cloud & utilising cloud tech to deliver services

Marlene Kolodziej VP, Centralized Services Ricoh USA

12:20pm – 12:35pm (Pacific)  ·  3:20pm – 3:35pm (Eastern)

Live Q&A

Ankur Prasad Director, Product Marketing, Messenger Facebook

Tamar Cohen VP Global Head of Customer Experience Zoetis

Marlene Kolodziej VP, Centralized Services Ricoh USA