2021’s Industry-Shaping Agenda

Agenda designed in consultation with CX leaders from the worlds biggest brands to give you real-world, actionable best practice.


Day 1: Evolving Service & Experience Teams

Industry-shaping dialogue, exploring how we can nurture, empower & lead our teams to exceed customer expectations at every interaction.

11:00am – 11:20am (EST)

Keynote – The Growing Importance of the CCO: Leadership in 2021

In this keynote session, Nationwide’s Chief Customer Officer, Amy Shore, reflects upon her creation of the role, the lessons learned, and where the role is headed. Join us as Amy delivers this must-see keynote on the growing centrality of the Chief Customer Officer.

Amy Shore Chief Customer Officer Nationwide

11:20am – 11:40am (EST)

Customer Engagement Redefined: Automation, Messaging and Beyond

2020 pushed businesses to face a digital reckoning. Consumers now expect nothing short of effortless, customized, two-way communication if they are to remain loyal. But that of course, is easier said than done. In this session we'll cover:

  • 2021 CX trends that every brand should be aware of.
  • Best practices for delivering conversational CX on messaging channels.
  • Actionable and scalable automation flows to implement now.

Ido Bornstein-HaCohen CEO Conversocial

11:40am – 12:00pm (EST)

Defining the CX Strategy of Tomorrow

  • Discover how changes in consumer behaviour have had an irreversible change the future of customer care, and how we must adapt to meet them.
  • Digital Acceleration is here to stay, but how has the increased importance on the Digital Journey transformed how we care for our customers, and what will this look like in the future?
  • Learning from the Past: Determine how we as leaders can plan & continue to plan for the future, while keeping service and experience at the centre of strategy in this volatile environment.

Phil Leininger Senior Vice President, Head of Customer Experience Verizon Consumer Group

12:00pm – 12:15pm (EST)

Live Keynote Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Amy Shore Chief Customer Officer Nationwide

Phil Leininger Senior Vice President, Head of Customer Experience Verizon Consumer Group

Ido Bornstein-HaCohen CEO Conversocial



Download the full info pack now!


12:15pm – 12:30pm (EST)

Rethinking Experiences for an Accelerated Future

  • Explore how shifting consumer demands have forced organisations to rethink their strategies & processes, and what these new normalities mean for the future of delivering premium experiences.
  • Dive into key case studies detailing how Bloomin’ Brands have moved quickly to meet accelerated changes in customer behavior. Discover the strategies, tools & processes utilized in order to capture this opportunity to transform experiences & exceed expectations.
  • Consider why investments in technology and partnerships aren’t enough to win – it’s about people and culture, and without these key factors we simply cannot achieve customer centricity.

Michael Stutts Chief Customer Officer Bloomin' Brands

12:30pm – 1:00pm (EST)

What’s Next For CX? 2021 & Beyond

2020 saw a seismic shift in how brands connect with & serve their customers, what those customers expect and demand from an experience. As we move through 2021, it’s crucial to identify and prepare for the next disruption or opportunity – How can we refine existing strategies & systems, what solutions and tactics can help us improve our offering, and how do we prepare for the next big challenge?

  • Reflection – Adaptation and reflexivity has been the name of the game in recent times. But what changes are going to have a lasting impact on service & experience as we move on, and how can we refine our strategies to meet them?
  • Preparation – As we begin to leave the pandemic behind, it is crucial that organisations prepare to tackle the new CX landscape we find ourselves in. Discover what trends and themes experts are expecting to become focal points of short-term roadmaps.

Annmarie Reynolds Vice President, Chief Customer Officer The AES Corporation

Miguel Quiroga CEO Visible

Muddu Sudhakar Co-Founder and CEO Aisera

Christina Pletnewski Vice President, Customer Experience Safelite AutoGlass

Moderator: Nicholas Zeisler Principle & Founder Zeisler Consulting

1:00pm – 1:15pm (EST)

The New Rules of Engagement: How Digital Transformation Has Changed the Channel Game

It's no question that the year 2020 drastically shifted customer experience focus towards digital channels. While this trend had already been on the minds of forward-thinking companies for years, those who did not have a solid digital strategy in place were forced to adapt. And this shift isn't going anywhere soon. Now that consumers have experienced the ease of a well-delivered digital channel, whether through voice, app, or chat platforms, the bar has been raised. But this doesn't mean that all companies should strive to be exactly the same as companies who are excelling in this area. Instead, brands should use customer experience tools, like Conversational AI, to elevate their core competencies that already exist.

McCall Peltier Product Marketing Manager Interactions

1:15pm – 1:45pm (EST)

Maintaining A Customer-Centric Culture While Working Remotely

Undoubtedly the biggest upheaval to hit the service & care industry in recent years has been the forced shift into remote working. Creating a culture of customer centricity is critical in providing great CX, but how can you maintain this while your workforce is remote?

  • Train: Discover how to further implement & refine onboarding, training & engagement of agents from remote locations.
  • Engage: Employees must understand a unified vision of their organization’s CX goals and buy into the culture which will facilitate them.
  • Empower: Organizations must empower agents to apply this CX vision to their day-to-day activities with the technologies, tools, data insights, and processes they need in order to provide top-tier CX.

Tamla Olivier Chief Customer Officer & Senior Vice President Customer Operations Baltimore Gas & Electric

Mike Kuenne Chief Customer experience Officer Extended Stay America

Moderator: Nicholas Zeisler Principle & Founder Zeisler Consulting

1:45pm – 2:00pm (EST)

Recentring The Customer Journey

  • Recentring the customer journey in your strategy can truly enhance your CX – Understand where customer pain points are located, and how they can be most effectively & efficiently resolved.
  • Discover how Nissan North America are transforming into a customer-centric experience led company by redefining their eCommerce strategy, and utilising digital solutions across the customer journey to create a seamless experience.

Dan Mohnke Vice President, eCommerce Nissan North America

2:00pm – 2:15pm (EST)

Live Q&A

  • Recentring the customer journey in your strategy can truly enhance your CX – Understand where customer pain points are located, and how they can be most effectively & efficiently resolved.
  • Discover how Nissan North America are transforming into a customer-centric experience led company by redefining their eCommerce strategy, and utilising digital solutions across the customer journey to create a seamless experience.

Michael Stutts Chief Customer Officer Bloomin' Brands

Dan Mohnke Vice President, eCommerce Nissan North America

2:15pm – 2:30pm (EST)

World-Class CX Begins from Within: Enhancing the Employee Experience

As the working world adjusts & refines the role of a remote workforce, huge emphasis has been placed on the employee experience. Now more than ever, leaders are acutely aware that employee experience has a direct impact on outgoing customer experience. So how can you nurture this?

  • Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.
  • Ensure that your teams have access to the tools, processes & information they need to work effectively no matter the location.
  • Understand the importance of instilling ‘the big picture’ in your agents – Aligning them with your brand vision results in inspired and empowered employees.

Tamar Cohen Vice President Employee Experience Travelers

Moderator: Nicholas Zeisler Principle & Founder Zeisler Consulting

2:30pm – 2:45pm (EST)

Using Agents Proactively: Evolving Service Teams Beyond Care

As service & experience becomes a key differentiator, service teams are no longer just the face of the business, they are a key driver. Therefore, recruiting and nurturing agile teams that are malleable is crucial to driving revenue & retention.

  • Beyond A Service Team – Discover how some leaders are enabling their service & care teams to become frontline drivers for revenue & retention.
  • Nurture & Empower – Discover ways in which organisations are allowing service teams to train and specialise to become experts in areas that technological solutions cannot resolve.
  • Talent & Recruitment – As technology and automation continue to handle a larger percentage of cases, how does this affect the future of recruiting service talent?

Megan Merrick Associate Director, Innovation and Brand Experience Freshly

2:45pm – 3:00pm (EST)

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Megan Merrick Associate Director, Innovation and Brand Experience Freshly

Tamar Cohen Vice President Employee Experience Travelers

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

Secure Full Access Now!*

Drive Debate, Build Partnership, Interact!

3:15pm – 3:45pm (EST)

Interactive Clinic: Customer Experience Leadership - Staying CX Obsessed in an Ever-Changing World

With experience now firmly seated as a key business driver, future success hinges on managing to stay CX obsessed in the face of changing demands, strategies & disruptions. How can we as leaders set strategy that commits to delivering premier experience?

3:45pm – 4:15pm (EST)

Interactive Clinic: Humanizing the Digital Age

Brands aspiring to shift to a digital-first model need to redesign their digital and physical channels to accommodate and meet their customers’ needs. Those who accomplish this effectively will reap the rewards, but what does a successful strategy entail?





Day 2: Strengthening Service & Experience with Technology

Industry-shaping dialogue, exploring how technology & digitalisation will define the next generation of Service & Experience.

11:20am – 11:40am (EST)

Re-emerging Stronger – Learning from Today to Launch into Tomorrow

  • How has the crisis changed consumer behaviour, and what does this mean for the future of customer care?
  • The Digital Influence – how has the demand for digital acceleration influenced customer care & experience strategy?
  • In an environment and industry where building trust & loyalty is critical to recovery, discover how IHG Hotels & Resorts are redeveloping a deeply personalized loyalty programme that is rooted in the analysis of customer insights.

Claire Bennett Global Chief Customer Officer IHG Hotels & Resorts

Moderator: Rick Denton Managing Principal EX4CX

11:40am – 12:00pm (EST)

Customer Centricity 2.0: Adapting for the Next Generation

Join us for this must-see keynote session presented by Marshae Mansfield, Lenovo’s Chief Customer Officer NA. Guiding Lenovo through the past year has taken phenomenal leadership, but we as service & experience leaders cannot afford to take our foot off the gas now. Join Marshae as she reflects on the lessons learnt and how these findings and experiences can have a critical impact on the next generation of customer centricity.

Marshae Mansfield Chief Customer Officer NA Lenovo

Moderator: Manny Saint-Lot North America Account Executive Lenovo

12:00pm – 12:15pm (EST)

Keynote Live Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Marshae Mansfield Chief Customer Officer NA Lenovo

Claire Bennett Global Chief Customer Officer IHG Hotels & Resorts



Download the full info pack now!


12:15pm – 12:30pm (EST)

Meet Customers Where They Are: Building an Effective Omnichannel Strategy

This session will shine a spotlight on how our leading experts are utilising successful omnichannel strategies that are developed for the needs of the consumer in 2021 & beyond.

  • In an age where customers demand frictionless experiences as the baseline, ensure that your organisation has the tech stack needed to provide a seamlessly integrated omnichannel care strategy.
  • The Human Touch – Empower agents with the tools they need to make every interaction on traditional channels feel premium & personalized, while offering effortless resolution.
  • Exceed Expectations – Listen to the demands of your customers and refine & streamline the channels which they favour in order to remove pain points & provide a great experience no matter where your customer is.

Tom Karinshak Chief Customer Experience Officer Comcast

Jeannie Walters CEO & Chief Customer Experience Investigator Experience Investigators

12:30pm – 1:00pm (EST)

Building A Better Picture - Gathering & Utilising Customer Data to Enhance CX

As customer service and experience takes increasingly wider strides into the digital landscape, the importance of building up a data-backed profile of your customer rapidly increases. In order to provide a truly personal, frictionless CX, organisations must understand customer demands, needs, habits & history.

  • Reinvent your tech stack to be able to gather, analyse and act on customer feedback and insight.
  • Discover how having customer insight & data at their fingertips can help agents transform customer satisfaction & increase efficiency.

Funmi Williamson Chief Customer Officer & Senior Vice President Customer Ops PECO, Exelon Corp

Jen Zamora Senior Director Customer & Employee Experience Dow

Moderator: Jim Tincher CEO & Founder Heart of the Customer

1:00pm – 1:15pm (EST)

Exclusive Fireside Chat *

* Please note: This interview is conducted by Reuters editorial, which operates independently from the Reuters commercial operations. Reuters journalists have the sole right to determine who they interview and the questions they ask, with no regard to sponsorship and in keeping with the Trust Principles of integrity, independence and freedom from bias.

Marc Cannon Chief Customer Officer AutoNation

Moderator: Joe White Global Automotive Industry Editor Reuters

1:15pm – 1:30pm (EST)

Voice of the Customer: Earning Loyalty in an Ever-Changing Consumer Landscape

Through technical fabrics and a product development strategy guided by customer behaviour and feedback, consumer-obsessed menswear brand Mack Weldon has grown rapidly since Brian Berger created the company in 2012. After navigating 2020’s challenges to pull off another successful year, Berger shares key takeaways for earning (and keeping) loyalty in the post-pandemic world.

  • Uncover the secrets to determining what is your customer’s point of need, and then meet them there – Listen to customer insight and utilise this to adapt, innovate & develop products & processes to fit needs and new, post-pandemic behaviours.
  • Take time to understand where your customers are at both physically and mentally. Only then can you engage in meaningful conversation with them.
  • Reward your most loyal customers through exclusive offers and acts of appreciation. Incorporate a loyalty program (Weldon Blue), discover how to use CRM to your advantage & evolve customer programming and tailor it to your customer’s basic needs.

Brian Berger CEO & Founder Mack Weldon

1:30pm – 2:00pm (EST)

Keeping up with Digital Demands

Despite being on the forefront of leaders’ minds for a number of years now, consumer demands for digital experiences skyrocketed in the wake of the global pandemic – and they are here to stay. Ensure your organisation is meeting these demands and provide frictionless digital experiences.

  • Listen, Learn & Adapt – Implement Voice of the Customer programmes to gather data about what your customers are demanding, and create processes & tools that appease these demands to increase customer satisfaction.
  • Meet Customers Where They Are – With customers intensifying their usage of digital behaviours, and it is now more imperative than ever that these channels providing frictionless user experiences.
  • Convenience is Key – In the fast-paced, digital landscape, customers are citing convenient experiences as a top driver of new consumer behaviours. Therefore, it is business-critical that organisations develop, implement & refine digital channels to offer convenience & efficacy.

Himanshu Niranjani Chief Technology Officer Visible

Katie Miller Vice President Client Services & Fan Experience Orlando Magic

Diane Haluszka Director Customer Service PVH Corp

Moderator: Rick Denton Managing Principal EX4CX

2:00pm – 2:15pm (EST)

Overcoming Challenges in Integrating End to End Data to Improve Customer Service

Supporting customers in real time requires a holistic understanding of current state and decoding data to provide useful information and targeted services. In the healthcare environment this can be challenging due to the sensitive nature of data and privacy requirements.

  • Understanding the origin and flow of data at various nodes of the ecosystem, and how these can be gathered and utilized wholistically.
  • Fit for Purpose: Discover how analyzing Individual Vs Aggregated data needs can have a profound impact on customer service & experience.
  • Join us as we cast new light on the age-old clash of Collaboration Vs Competition, and how the two can be utilized in harmony to overcome the technical challenges of data utilization.

Rachna Dayal Goel Global Director Transforming CX Johnson & Johnson

2:15pm – 2:30pm (EST)

Strengthening Service with Purpose and Agility

The pandemic impacted nearly every part of lives – and put purpose and agility at the forefront of how we serve customers. Hear a discussion on how CVS Health used Voice of Customer and Voice of Employee programs to quickly respond to emerging customer needs and vaccinate the nation.

  • Purpose: Times like these force us to be crystal clear about purpose. Learn to implement a culture of customer-centricity that aligns purpose with those experiences critical to your customers.
  • Agility: Consumer needs are shifting faster than ever before. Utilize Voice of the Customer and Voice of Employee programs to determine what’s most important to consumers, so that you can meet emerging needs.

Diane O’Hara Senior Vice President, Customer Insights & Advocacy CVS Health

Jared Tancrelle Vice President, Store Operations CVS Pharmacy, Inc

2:30pm – 2:45pm (EST)

Finding the Sweet Spot - Improved Experiences through Predictive Customer Support for People with Diabetes

Join Medtronic’s Vice President of Customer Experience, Julie Foster and Rukiyyah Khan for a conversation with Tom Salemi, host of the Device Talks podcast about how smart diabetes technology predicts, personalizes, and helps customers improve health outcomes and achieve a better quality of life when using a medical device. From personalized onboarding to predictive problem solving and motivational coaching, learn how Medtronic’s customer experience ecosystem drives improved user experiences and increased product satisfaction.

Julie Foster Vice President Customer Experience Medtronic

Moderator: Tom Salemi Editorial Director DeviceTalks

2:45pm – 3:00pm (EST)

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Brian Berger CEO & Founder Mack Weldon

Julie Foster Vice President Customer Experience Medtronic

Diane O’Hara Senior Vice President, Customer Insights & Advocacy CVS Health

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

Secure Full Access Now!*

Drive Debate, Build Partnership, Interact!

3:15pm – 3:45pm (EST)

Interactive Clinic: Connecting the Dots – Data-Driven Strategies Transforming Service & Experience

In an environment where competition is high, and loyalty is fleeting, your success hinges on being able to provide hyper-personalised experiences that delight your customer at every touchpoint in the customer journey. You have the data, but are you connecting the dots effectively?

Day 1: Evolving Service & Experience Teams

Industry-shaping dialogue, exploring how we can nurture, empower & lead our teams to exceed customer expectations at every interaction.

11:00am – 11:20am (EST)

Keynote – The Growing Importance of the CCO: Leadership in 2021

In this keynote session, Nationwide’s Chief Customer Officer, Amy Shore, reflects upon her creation of the role, the lessons learned, and where the role is headed. Join us as Amy delivers this must-see keynote on the growing centrality of the Chief Customer Officer.

Amy Shore Chief Customer Officer Nationwide

11:20am – 11:40am (EST)

Customer Engagement Redefined: Automation, Messaging and Beyond

2020 pushed businesses to face a digital reckoning. Consumers now expect nothing short of effortless, customized, two-way communication if they are to remain loyal. But that of course, is easier said than done. In this session we'll cover:

  • 2021 CX trends that every brand should be aware of.
  • Best practices for delivering conversational CX on messaging channels.
  • Actionable and scalable automation flows to implement now.

Ido Bornstein-HaCohen CEO Conversocial

11:40am – 12:00pm (EST)

Defining the CX Strategy of Tomorrow

  • Discover how changes in consumer behaviour have had an irreversible change the future of customer care, and how we must adapt to meet them.
  • Digital Acceleration is here to stay, but how has the increased importance on the Digital Journey transformed how we care for our customers, and what will this look like in the future?
  • Learning from the Past: Determine how we as leaders can plan & continue to plan for the future, while keeping service and experience at the centre of strategy in this volatile environment.

Phil Leininger Senior Vice President, Head of Customer Experience Verizon Consumer Group

12:00pm – 12:15pm (EST)

Live Keynote Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Amy Shore Chief Customer Officer Nationwide

Phil Leininger Senior Vice President, Head of Customer Experience Verizon Consumer Group

Ido Bornstein-HaCohen CEO Conversocial



Download the full info pack now!


12:15pm – 12:30pm (EST)

Rethinking Experiences for an Accelerated Future

  • Explore how shifting consumer demands have forced organisations to rethink their strategies & processes, and what these new normalities mean for the future of delivering premium experiences.
  • Dive into key case studies detailing how Bloomin’ Brands have moved quickly to meet accelerated changes in customer behavior. Discover the strategies, tools & processes utilized in order to capture this opportunity to transform experiences & exceed expectations.
  • Consider why investments in technology and partnerships aren’t enough to win – it’s about people and culture, and without these key factors we simply cannot achieve customer centricity.

Michael Stutts Chief Customer Officer Bloomin' Brands

12:30pm – 1:00pm (EST)

What’s Next For CX? 2021 & Beyond

2020 saw a seismic shift in how brands connect with & serve their customers, what those customers expect and demand from an experience. As we move through 2021, it’s crucial to identify and prepare for the next disruption or opportunity – How can we refine existing strategies & systems, what solutions and tactics can help us improve our offering, and how do we prepare for the next big challenge?

  • Reflection – Adaptation and reflexivity has been the name of the game in recent times. But what changes are going to have a lasting impact on service & experience as we move on, and how can we refine our strategies to meet them?
  • Preparation – As we begin to leave the pandemic behind, it is crucial that organisations prepare to tackle the new CX landscape we find ourselves in. Discover what trends and themes experts are expecting to become focal points of short-term roadmaps.

Annmarie Reynolds Vice President, Chief Customer Officer The AES Corporation

Miguel Quiroga CEO Visible

Muddu Sudhakar Co-Founder and CEO Aisera

Christina Pletnewski Vice President, Customer Experience Safelite AutoGlass

Moderator: Nicholas Zeisler Principle & Founder Zeisler Consulting

1:00pm – 1:15pm (EST)

The New Rules of Engagement: How Digital Transformation Has Changed the Channel Game

It's no question that the year 2020 drastically shifted customer experience focus towards digital channels. While this trend had already been on the minds of forward-thinking companies for years, those who did not have a solid digital strategy in place were forced to adapt. And this shift isn't going anywhere soon. Now that consumers have experienced the ease of a well-delivered digital channel, whether through voice, app, or chat platforms, the bar has been raised. But this doesn't mean that all companies should strive to be exactly the same as companies who are excelling in this area. Instead, brands should use customer experience tools, like Conversational AI, to elevate their core competencies that already exist.

McCall Peltier Product Marketing Manager Interactions

1:15pm – 1:45pm (EST)

Maintaining A Customer-Centric Culture While Working Remotely

Undoubtedly the biggest upheaval to hit the service & care industry in recent years has been the forced shift into remote working. Creating a culture of customer centricity is critical in providing great CX, but how can you maintain this while your workforce is remote?

  • Train: Discover how to further implement & refine onboarding, training & engagement of agents from remote locations.
  • Engage: Employees must understand a unified vision of their organization’s CX goals and buy into the culture which will facilitate them.
  • Empower: Organizations must empower agents to apply this CX vision to their day-to-day activities with the technologies, tools, data insights, and processes they need in order to provide top-tier CX.

Tamla Olivier Chief Customer Officer & Senior Vice President Customer Operations Baltimore Gas & Electric

Mike Kuenne Chief Customer experience Officer Extended Stay America

Moderator: Nicholas Zeisler Principle & Founder Zeisler Consulting

1:45pm – 2:00pm (EST)

Recentring The Customer Journey

  • Recentring the customer journey in your strategy can truly enhance your CX – Understand where customer pain points are located, and how they can be most effectively & efficiently resolved.
  • Discover how Nissan North America are transforming into a customer-centric experience led company by redefining their eCommerce strategy, and utilising digital solutions across the customer journey to create a seamless experience.

Dan Mohnke Vice President, eCommerce Nissan North America

2:00pm – 2:15pm (EST)

Live Q&A

  • Recentring the customer journey in your strategy can truly enhance your CX – Understand where customer pain points are located, and how they can be most effectively & efficiently resolved.
  • Discover how Nissan North America are transforming into a customer-centric experience led company by redefining their eCommerce strategy, and utilising digital solutions across the customer journey to create a seamless experience.

Michael Stutts Chief Customer Officer Bloomin' Brands

Dan Mohnke Vice President, eCommerce Nissan North America

2:15pm – 2:30pm (EST)

World-Class CX Begins from Within: Enhancing the Employee Experience

As the working world adjusts & refines the role of a remote workforce, huge emphasis has been placed on the employee experience. Now more than ever, leaders are acutely aware that employee experience has a direct impact on outgoing customer experience. So how can you nurture this?

  • Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.
  • Ensure that your teams have access to the tools, processes & information they need to work effectively no matter the location.
  • Understand the importance of instilling ‘the big picture’ in your agents – Aligning them with your brand vision results in inspired and empowered employees.

Tamar Cohen Vice President Employee Experience Travelers

Moderator: Nicholas Zeisler Principle & Founder Zeisler Consulting

2:30pm – 2:45pm (EST)

Using Agents Proactively: Evolving Service Teams Beyond Care

As service & experience becomes a key differentiator, service teams are no longer just the face of the business, they are a key driver. Therefore, recruiting and nurturing agile teams that are malleable is crucial to driving revenue & retention.

  • Beyond A Service Team – Discover how some leaders are enabling their service & care teams to become frontline drivers for revenue & retention.
  • Nurture & Empower – Discover ways in which organisations are allowing service teams to train and specialise to become experts in areas that technological solutions cannot resolve.
  • Talent & Recruitment – As technology and automation continue to handle a larger percentage of cases, how does this affect the future of recruiting service talent?

Megan Merrick Associate Director, Innovation and Brand Experience Freshly

2:45pm – 3:00pm (EST)

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Megan Merrick Associate Director, Innovation and Brand Experience Freshly

Tamar Cohen Vice President Employee Experience Travelers

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

Secure Full Access Now!*

Drive Debate, Build Partnership, Interact!

3:15pm – 3:45pm (EST)

Interactive Clinic: Customer Experience Leadership - Staying CX Obsessed in an Ever-Changing World

With experience now firmly seated as a key business driver, future success hinges on managing to stay CX obsessed in the face of changing demands, strategies & disruptions. How can we as leaders set strategy that commits to delivering premier experience?

3:45pm – 4:15pm (EST)

Interactive Clinic: Humanizing the Digital Age

Brands aspiring to shift to a digital-first model need to redesign their digital and physical channels to accommodate and meet their customers’ needs. Those who accomplish this effectively will reap the rewards, but what does a successful strategy entail?

Day 2: Strengthening Service & Experience with Technology

Industry-shaping dialogue, exploring how technology & digitalisation will define the next generation of Service & Experience.

11:20am – 11:40am (EST)

Re-emerging Stronger – Learning from Today to Launch into Tomorrow

  • How has the crisis changed consumer behaviour, and what does this mean for the future of customer care?
  • The Digital Influence – how has the demand for digital acceleration influenced customer care & experience strategy?
  • In an environment and industry where building trust & loyalty is critical to recovery, discover how IHG Hotels & Resorts are redeveloping a deeply personalized loyalty programme that is rooted in the analysis of customer insights.

Claire Bennett Global Chief Customer Officer IHG Hotels & Resorts

Moderator: Rick Denton Managing Principal EX4CX

11:40am – 12:00pm (EST)

Customer Centricity 2.0: Adapting for the Next Generation

Join us for this must-see keynote session presented by Marshae Mansfield, Lenovo’s Chief Customer Officer NA. Guiding Lenovo through the past year has taken phenomenal leadership, but we as service & experience leaders cannot afford to take our foot off the gas now. Join Marshae as she reflects on the lessons learnt and how these findings and experiences can have a critical impact on the next generation of customer centricity.

Marshae Mansfield Chief Customer Officer NA Lenovo

Moderator: Manny Saint-Lot North America Account Executive Lenovo

12:00pm – 12:15pm (EST)

Keynote Live Q&A:

Our Keynote speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Marshae Mansfield Chief Customer Officer NA Lenovo

Claire Bennett Global Chief Customer Officer IHG Hotels & Resorts



Download the full info pack now!


12:15pm – 12:30pm (EST)

Meet Customers Where They Are: Building an Effective Omnichannel Strategy

This session will shine a spotlight on how our leading experts are utilising successful omnichannel strategies that are developed for the needs of the consumer in 2021 & beyond.

  • In an age where customers demand frictionless experiences as the baseline, ensure that your organisation has the tech stack needed to provide a seamlessly integrated omnichannel care strategy.
  • The Human Touch – Empower agents with the tools they need to make every interaction on traditional channels feel premium & personalized, while offering effortless resolution.
  • Exceed Expectations – Listen to the demands of your customers and refine & streamline the channels which they favour in order to remove pain points & provide a great experience no matter where your customer is.

Tom Karinshak Chief Customer Experience Officer Comcast

Jeannie Walters CEO & Chief Customer Experience Investigator Experience Investigators

12:30pm – 1:00pm (EST)

Building A Better Picture - Gathering & Utilising Customer Data to Enhance CX

As customer service and experience takes increasingly wider strides into the digital landscape, the importance of building up a data-backed profile of your customer rapidly increases. In order to provide a truly personal, frictionless CX, organisations must understand customer demands, needs, habits & history.

  • Reinvent your tech stack to be able to gather, analyse and act on customer feedback and insight.
  • Discover how having customer insight & data at their fingertips can help agents transform customer satisfaction & increase efficiency.

Funmi Williamson Chief Customer Officer & Senior Vice President Customer Ops PECO, Exelon Corp

Jen Zamora Senior Director Customer & Employee Experience Dow

Moderator: Jim Tincher CEO & Founder Heart of the Customer

1:00pm – 1:15pm (EST)

Exclusive Fireside Chat *

* Please note: This interview is conducted by Reuters editorial, which operates independently from the Reuters commercial operations. Reuters journalists have the sole right to determine who they interview and the questions they ask, with no regard to sponsorship and in keeping with the Trust Principles of integrity, independence and freedom from bias.

Marc Cannon Chief Customer Officer AutoNation

Moderator: Joe White Global Automotive Industry Editor Reuters

1:15pm – 1:30pm (EST)

Voice of the Customer: Earning Loyalty in an Ever-Changing Consumer Landscape

Through technical fabrics and a product development strategy guided by customer behaviour and feedback, consumer-obsessed menswear brand Mack Weldon has grown rapidly since Brian Berger created the company in 2012. After navigating 2020’s challenges to pull off another successful year, Berger shares key takeaways for earning (and keeping) loyalty in the post-pandemic world.

  • Uncover the secrets to determining what is your customer’s point of need, and then meet them there – Listen to customer insight and utilise this to adapt, innovate & develop products & processes to fit needs and new, post-pandemic behaviours.
  • Take time to understand where your customers are at both physically and mentally. Only then can you engage in meaningful conversation with them.
  • Reward your most loyal customers through exclusive offers and acts of appreciation. Incorporate a loyalty program (Weldon Blue), discover how to use CRM to your advantage & evolve customer programming and tailor it to your customer’s basic needs.

Brian Berger CEO & Founder Mack Weldon

1:30pm – 2:00pm (EST)

Keeping up with Digital Demands

Despite being on the forefront of leaders’ minds for a number of years now, consumer demands for digital experiences skyrocketed in the wake of the global pandemic – and they are here to stay. Ensure your organisation is meeting these demands and provide frictionless digital experiences.

  • Listen, Learn & Adapt – Implement Voice of the Customer programmes to gather data about what your customers are demanding, and create processes & tools that appease these demands to increase customer satisfaction.
  • Meet Customers Where They Are – With customers intensifying their usage of digital behaviours, and it is now more imperative than ever that these channels providing frictionless user experiences.
  • Convenience is Key – In the fast-paced, digital landscape, customers are citing convenient experiences as a top driver of new consumer behaviours. Therefore, it is business-critical that organisations develop, implement & refine digital channels to offer convenience & efficacy.

Himanshu Niranjani Chief Technology Officer Visible

Katie Miller Vice President Client Services & Fan Experience Orlando Magic

Diane Haluszka Director Customer Service PVH Corp

Moderator: Rick Denton Managing Principal EX4CX

2:00pm – 2:15pm (EST)

Overcoming Challenges in Integrating End to End Data to Improve Customer Service

Supporting customers in real time requires a holistic understanding of current state and decoding data to provide useful information and targeted services. In the healthcare environment this can be challenging due to the sensitive nature of data and privacy requirements.

  • Understanding the origin and flow of data at various nodes of the ecosystem, and how these can be gathered and utilized wholistically.
  • Fit for Purpose: Discover how analyzing Individual Vs Aggregated data needs can have a profound impact on customer service & experience.
  • Join us as we cast new light on the age-old clash of Collaboration Vs Competition, and how the two can be utilized in harmony to overcome the technical challenges of data utilization.

Rachna Dayal Goel Global Director Transforming CX Johnson & Johnson

2:15pm – 2:30pm (EST)

Strengthening Service with Purpose and Agility

The pandemic impacted nearly every part of lives – and put purpose and agility at the forefront of how we serve customers. Hear a discussion on how CVS Health used Voice of Customer and Voice of Employee programs to quickly respond to emerging customer needs and vaccinate the nation.

  • Purpose: Times like these force us to be crystal clear about purpose. Learn to implement a culture of customer-centricity that aligns purpose with those experiences critical to your customers.
  • Agility: Consumer needs are shifting faster than ever before. Utilize Voice of the Customer and Voice of Employee programs to determine what’s most important to consumers, so that you can meet emerging needs.

Diane O’Hara Senior Vice President, Customer Insights & Advocacy CVS Health

Jared Tancrelle Vice President, Store Operations CVS Pharmacy, Inc

2:30pm – 2:45pm (EST)

Finding the Sweet Spot - Improved Experiences through Predictive Customer Support for People with Diabetes

Join Medtronic’s Vice President of Customer Experience, Julie Foster and Rukiyyah Khan for a conversation with Tom Salemi, host of the Device Talks podcast about how smart diabetes technology predicts, personalizes, and helps customers improve health outcomes and achieve a better quality of life when using a medical device. From personalized onboarding to predictive problem solving and motivational coaching, learn how Medtronic’s customer experience ecosystem drives improved user experiences and increased product satisfaction.

Julie Foster Vice President Customer Experience Medtronic

Moderator: Tom Salemi Editorial Director DeviceTalks

2:45pm – 3:00pm (EST)

Live Q&A:

Our presentation speakers will rejoin us for a live Q&A segment which will allow you to pose your biggest questions to our panel of experts!

Brian Berger CEO & Founder Mack Weldon

Julie Foster Vice President Customer Experience Medtronic

Diane O’Hara Senior Vice President, Customer Insights & Advocacy CVS Health

Interactive Support & Experience Clinics:

The following session are reserved for Single Event Pass Holders & Reuters Professional Members Only!

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Drive Debate, Build Partnership, Interact!

3:15pm – 3:45pm (EST)

Interactive Clinic: Connecting the Dots – Data-Driven Strategies Transforming Service & Experience

In an environment where competition is high, and loyalty is fleeting, your success hinges on being able to provide hyper-personalised experiences that delight your customer at every touchpoint in the customer journey. You have the data, but are you connecting the dots effectively?