Agenda

Series Schedule & Agenda

16 Sessions

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Wednesday, October 26

11 :00 AM

11 :00 AM - 11 :45 AM EST (45 mins)

[Welcome and Opening Keynote] Extending the Customer Experience through the Possibilities of Augmented Reality

Main Stage

11 :50 AM

11 :50 AM - 12 :10 PM EST (20 mins)

[Main Stage Keynote] How to Achieve Integrated CX from On-Location and Digital Feedback

Sponsored By

Main Stage

12 :15 PM

12 :15 PM - 12 :50 PM EST (35 mins)

[Panel] How Multi-Dimensional Experiences are Changing the Branding Landscape

Sponsored By

Panel Discussion

12 :55 PM

12 :55 PM - 1 :20 PM EST (25 mins)

[Breakout] Empower Customers & Employees with Fast and Personalized Support

Sponsored By

Breakout

12 :55 PM

12 :55 PM - 1 :20 PM EST (25 mins)

[Breakout] Unlocking Experience Data: How to Transform your Organization into a Customer-Centric Machine

Sponsored By

Breakout

1 :25 PM

1 :25 PM - 1 :50 PM EST (25 mins)

[Panel] The Rules of the Road: Developing a Brand-Specific Chatbot Strategy

Sponsored By

Main Stage

1 :55 PM

1 :55 PM - 2 :15 PM EST (20 mins)

[Breakout] Creating Moments that Matter: 3 Strategies You Can Adopt to Build Amazing CX

Sponsored By

Breakout

1 :55 PM

1 :55 PM - 2 :15 PM EST (20 mins)

[Breakout] Digital Economy: The Biggest Disruptor to CX

Sponsored By

Breakout

2 :20 PM

2 :20 PM - 2 :50 PM EST (30 mins)

[Networking Break] Virtual Lounge

Networking Opportunity

2 :55 PM

2 :55 PM - 3 :20 PM EST (25 mins)

[Main Stage Keynote] Retailers Speak: New Research Unpacks the Toughest Digital Challenges of the Next 12 Months

Sponsored By

Breakout

3 :25 PM

3 :25 PM - 3 :55 PM EST (30 mins)

[Closing Keynote] AI & Behavioral Economics: Achieve High Voltage & Succeed at Scale

Main Stage

4 :00 PM

4 :00 PM - 4 :45 PM EST (45 mins)

[Happy Hour] Power of Adaptability

Networking Opportunity

Thursday, October 27

11 :00 AM

11 :00 AM - 11 :25 AM EST (25 mins)

[Welcome and Keynote Address] 7th Annual State of Digital Customer Experience

Main Stage

11 :30 AM

11 :30 AM - 11 :55 AM EST (25 mins)

[Main Stage Keynote] “Fail Fast:” Using Experimentation to Drive Better Content Experiences, Faster

Sponsored By

Breakout

11 :55 AM

11 :55 AM - 12 :20 PM EST (25 mins)

[Main Stage Keynote] Top Digital CX Technology Trends Heading into 2023

Sponsored By

Main Stage

12 :20 PM

12 :20 PM - 12 :55 PM EST (35 mins)

[Awards Show] Meet our Finalists & 2022 CX Leader of the Year Winner Announcement

Sponsored By

Main Stage

Wednesday, October 26

11 :00 AM

11 :00 AM - 11 :45 AM EST (45 mins)

[Welcome and Opening Keynote] Extending the Customer Experience through the Possibilities of Augmented Reality

Main Stage

11 :50 AM

11 :50 AM - 12 :10 PM EST (20 mins)

[Main Stage Keynote] How to Achieve Integrated CX from On-Location and Digital Feedback

Sponsored By

Main Stage

12 :15 PM

12 :15 PM - 12 :50 PM EST (35 mins)

[Panel] How Multi-Dimensional Experiences are Changing the Branding Landscape

Sponsored By

Panel Discussion

12 :55 PM

12 :55 PM - 1 :20 PM EST (25 mins)

[Breakout] Empower Customers & Employees with Fast and Personalized Support

Sponsored By

Breakout

12 :55 PM

12 :55 PM - 1 :20 PM EST (25 mins)

[Breakout] Unlocking Experience Data: How to Transform your Organization into a Customer-Centric Machine

Sponsored By

Breakout

1 :25 PM

1 :25 PM - 1 :50 PM EST (25 mins)

[Panel] The Rules of the Road: Developing a Brand-Specific Chatbot Strategy

Sponsored By

Main Stage

1 :55 PM

1 :55 PM - 2 :15 PM EST (20 mins)

[Breakout] Creating Moments that Matter: 3 Strategies You Can Adopt to Build Amazing CX

Sponsored By

Breakout

1 :55 PM

1 :55 PM - 2 :15 PM EST (20 mins)

[Breakout] Digital Economy: The Biggest Disruptor to CX

Sponsored By

Breakout

2 :20 PM

2 :20 PM - 2 :50 PM EST (30 mins)

[Networking Break] Virtual Lounge

Networking Opportunity

2 :55 PM

2 :55 PM - 3 :20 PM EST (25 mins)

[Main Stage Keynote] Retailers Speak: New Research Unpacks the Toughest Digital Challenges of the Next 12 Months

Sponsored By

Breakout

3 :25 PM

3 :25 PM - 3 :55 PM EST (30 mins)

[Closing Keynote] AI & Behavioral Economics: Achieve High Voltage & Succeed at Scale

Main Stage

4 :00 PM

4 :00 PM - 4 :45 PM EST (45 mins)

[Happy Hour] Power of Adaptability

Networking Opportunity

Thursday, October 27

11 :00 AM

11 :00 AM - 11 :25 AM EST (25 mins)

[Welcome and Keynote Address] 7th Annual State of Digital Customer Experience

Main Stage

11 :30 AM

11 :30 AM - 11 :55 AM EST (25 mins)

[Main Stage Keynote] “Fail Fast:” Using Experimentation to Drive Better Content Experiences, Faster

Sponsored By

Breakout

11 :55 AM

11 :55 AM - 12 :20 PM EST (25 mins)

[Main Stage Keynote] Top Digital CX Technology Trends Heading into 2023

Sponsored By

Main Stage

12 :20 PM

12 :20 PM - 12 :55 PM EST (35 mins)

[Awards Show] Meet our Finalists & 2022 CX Leader of the Year Winner Announcement

Sponsored By

Main Stage

Rich Hein

Rich Hein

EIC
SMG
Rich Hein is Head of Content and Audience Strategy for Simpler Media Group and CMSWire. He has worked in digital technology publishing for nearly two decades, connecting readers with content that matters to them. Previously, Rich spent over 5 years with IDG as their Director of Audience Development and Senior Managing Editor of CIO.com. Prior to that, he was a Managing Editor at Internet.com/Quinstreet, where he ran several sites (including Developer.com and CodeGuru.com) during his 12-year tenure there.
RICH'S SESSIONS

Helen Papagiannis

Helen Papagiannis

Author
Augmented Human
For over fifteen years, Dr. Helen Papagiannis has been working with AR as a researcher, designer, and consultant. AR transforms the way we interact with the world at large, says Papagiannis, an invited member of the World Economic Forum’s Global Future Council on Augmented and Virtual Reality. With the promise of the metaverse rapidly advancing, she develops new insights and innovative ideas to inform decision-makers around the world. On her website XRGoesPop, Papagiannis also introduces us to the discipline of XR— Augmented Reality, Virtual Reality, and Virtual Beings—and documents how it permeates art, fashion, music, games, and celebrity. Recently, she was chosen as one of 200 artists to reimagine the iconic Louis Vuitton trunk, which she did through a piece of AR artwork displayed in the brand’s storefront windows. Papagiannis has presented her interactive work and Ph.D. research at global conferences including TEDx, ISMAR (International Society for Mixed and Augmented Reality), and ISEA (International Symposium for Electronic Art). Her TEDx talk was featured among the Top 10 Talks on Augmented Reality and Gamified Life. She is the author of Augmented Human, an insightful guide to the fast-moving technology and how anyone can take advantage of it. Papagiannis was named among the NEXT 100 Top Influencers of the Digital Media Industry. She is the former Chief Innovation Officer at Infinity Augmented Reality Inc. and Senior Research Associate at York University’s Augmented Reality Lab.
HELEN'S SESSIONS

Kyle Kovacs

Kyle Kovacs

Manager of Solution Consulting for the XM business
Verint
Kyle has been with Verint for over 7 years, and is currently a Manager of Solution Consulting for their XM business. In this role he works with both prospective and current clients to understand their Voice of Customer needs and align them with solutions that provide them the best value. He is also a subject matter expert on integrating Verint data with 3rd party solutions within or customer’s software ecosystem. Previously Kyle worked as a Technical Project Manager helping customers scope, implement, and gain value from Verint’s XM solutions.
KYLE'S SESSIONS

Adam Cotgreave

Adam Cotgreave

Chief Customer & Sustainability Officer
Seasalt
Adam is an experience CX professional with over 20 years’ experience in the fashion retail space. He has held multiple management roles covering supply chain management, manufacturing, business systems, sustainability and CX. Adam is currently the Chief Customer and Sustainability Officer at Seasalt; a UK based fashion brand with an extensive physical estate as well as a successful digital business.
ADAM'S SESSIONS

Marcus Wasdin

Marcus Wasdin

General Manager
Par Data Central
Marcus Wasdin serves as the General Manager of the Par Data Central Business Unit. Par Data Central, formally Restaurant Magic Software, is the Restaurant Back Office management suite that some of the world’s best-known restaurants use to manage operations. In this role, Marcus has responsibility for all aspects of the business unit. Most recently, Marcus served as the Chief Information Officer of the Atlanta Hawks and State Farm Arena. At the Hawks, Marcus has responsibility for the technology, analytics and business strategy functions. Marcus led the technology/guest experience components of the $200 million renovation of State Farm Arena implementing $25 million in new technology in an 18-month period. In his tenure, the Hawks improved from 16th to 1st in overall guest experience and from 18th to 1st in in arena technology as compared to other NBA teams based on guest surveys. Prior to joining the Hawks, Marcus served in multiple executive roles for hospitality, software and technology companies where he proved to be a successful and driven business leader. Most recently, Marcus served as Chief Information Officer at Church’s Chicken. Marcus' experience also includes time as Vice President of Marketing and Product Management as well as the Vice President of Sales Support for SumTotal Systems, a strategic Human Capital and Business Planning software provider. Marcus also serves as an advisory board member for Hospitality Technology Magazine which is the only media brand dedicated exclusively to covering technology trends and solutions in the lodging and food service industries. Marcus Wasdin graduated with honors from the J. Mack Robinson College of Business at Georgia State University with a Bachelor of Business Administration in Computer Information Systems.
MARCUS'S SESSIONS

Colin Crowley

Colin Crowley

CX Advisor
Freshworks
Colin Crowley is CX Advisor at Freshworks and has spent over 12 years managing global customer experience organizations and promoting technological changemaking. He specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, product innovation, and gold-standard quality and efficiency. Previously, he served as AVP of Consumer Transactions at the event ticket marketplace TicketNetwork, the inaugural VP of Customer Experience at the food tech company Freshly, and also SVP of Customer Experience at the fintech company Albert. Colin is also an award-winning playwright whose plays have been performed across fifteen states, as well as New York City and London.
COLIN'S SESSIONS

Ray Wells

Ray Wells

Vice President Professional Services
Medallia
Ray leads Medallia’s professional services across the EMEA Region. He has over 20 years of experience in delivery and management of SaaS solutions for enterprise organizations across telco, finance and insurance.
RAY'S SESSIONS

Cem Yondem

Cem Yondem

VP End to End Digital Customer Relationship Management - IT Platforms
Schneider Electric
Cem has been an active business leader in Schneider Electric for the past 20 years, holding several different positions in Business Operations and Digital Transformation in multiple global locations. Currently, Cem is leading the IT Platforms, where he is focused on the company’s digital transformation to deliver frictionless end-to-end digital relationships of the future for customers and frontline employees to enable growth and customer loyalty. Prior to becoming IT Platforms VP, Cem led Quality and Customer Satisfaction, ERP Deployment, IT and Business Transformation, and other senior positions across the globe. Cem has a bachelor’s degree in Computer Science and a master’s degree in Information Science, both from Ege University, Turkey, and an e-MBA from ESCP Business School, France.
CEM'S SESSIONS

Michelle Hawley

Michelle Hawley

Senior Editor
SMG
Michelle Hawley is a Pennsylvania-based senior editor and writer for CMSWire. She's worked in digital marketing and journalism for 7+ years and holds an MFA in Creative Writing from Wilkes University. In her free time, she likes to write fiction, go hiking, play piano and hang out with her dog, Porky.
MICHELLE'S SESSIONS

Erik Newton

Erik Newton

VP of Marketing
Milestone
Erik Newton is the VP of Marketing at Milestone Inc. He is a growth marketing executive who takes a full-lifecycle view of customer acquisition, experience, and retention. Prior to Milestone, he was the VP of Growth Marketing at BrightEdge. Early on in his career he spent 6 years in Japan and earned his MBA there and then started his career at Dentsu agency in Tokyo. Erik has worked in tech marketing for more than 20 years at Adobe, MP3.com, Netflix, and TiVo. He has published more than 175 blogs on SEO, is an accomplished speaker, and wrote a book called Hack the Corporate Fast Track.
ERIK'S SESSIONS

Phillip Moad

Phillip Moad

Product Manager
Westjet
PHILLIP'S SESSIONS

Karen Naves

Karen Naves

SVP Demand Generation
Tealium
Karen Naves is the SVP of Demand Generation at Tealium. She is a seasoned marketing executive with extensive experience developing and executing strategic, global integrated marketing programs for increased demand generation. Prior to Tealium, she held leadership roles at BlueJeans, Pentaho, CA and Sungard (FIS).
KAREN'S SESSIONS

Jacqueline Potts

Jacqueline Potts

Vice President, VOC Product Strategy, Marketing & Business Development
Concentrix
Jackie leads the vision and strategy of Concentrix Voice of the Customer solutions to ensure clients continue to drive positive financial outcomes using customer feedback. She has over 15 years’ experience in designing, implementing and supporting VOC programs for Fortune 500 companies.
JACQUELINE'S SESSIONS

Andy Bird

Andy Bird

VP for Product Strategy
Concentrix
Agile-Scrum Certified, Andy Bird is passionate about developing and implementing innovative products and strategies that drive market expansion and brings transformative technology to life. He possesses nearly 22 years of experience encompassing Product Management, Software Development, Product Marketing, SaaS, CCaaS, Business Development and Analytics.
ANDY'S SESSIONS

Neha Sampat

Neha Sampat

CEO
Contentstack
Neha Sampat is a three-time tech founder and CEO, and currently founder and CEO at Contentstack. She has raised $89M for the company over the past two years. Neha previously founded and led digital transformation consultancy Raw Engineering and digital experience platform Built.io, which was acquired by Software AG. Neha is a relentless advocate for achieving equity in the workplace and interviews women who pursue profit and purpose in her Dreammakers podcast.
NEHA'S SESSIONS

Jasmin Guthmann

Jasmin Guthmann

Head of Corporate Communications
Contentstack
Jasmin Guthmann is a marketing trailblazer on a mission to translate complex technology into compelling stories and amplify Contentstack’s reputation as the leading Content Experience Platform (CXP) platform. She currently serves as the Head of Corporate Communications at Contentstack. She also serves as the Vice President and Executive Board Member of the MACH Alliance, empowering brands to adopt best-of-breed enterprise technology ecosystems that provide never-before-seen business benefits. She is a fierce advocate of Women in MACH, constantly pushing the envelope on DEI (diversity, equity and inclusion) in the tech industry.
JASMIN'S SESSIONS

John List

John List

Chief Economist
Walmart
If you’ve ever ridden an Uber or Lyft, used Tinder or Facebook, shopped at Walmart, or voted in an election, award-winning economist JOHN LIST has changed your life for the better. He studies how human behavior impacts business, education, and public health, and uses this data to help organizations grow. In his groundbreaking book, The Voltage Effect, John teaches us how to solve urgent problems by scaling our great ideas so we can reach new customers, John List’s revolutionary work in behavioral economics has influenced how policymakers address social issues and led him to work with the world’s most innovative companies: Lyft, Uber, Facebook, Google, Tinder, and Walmart, to name a few. Nobel Prize for Economics winner Gary Becker says that “John List’s work is revolutionary”. Whether you’re growing a small business, rolling out a diversity and inclusion program, or delivering billions of doses of a vaccine, John List can help you use the best data about human behavior to make the decisions that lead to growth and success. John’s book The Voltage Effect: How to Make Good Ideas Great and Great Ideas Scale is a practical guide on how to grow your great ideas. He draws on his experience helping the world’s top companies to introduce us to his concept of voltage: a set of characteristics that all great ideas need to have before they can grow. John’s work has been featured in the New York Times, the Economist, Harvard Business Review, Fortune, NPR, Slate, NBC, Bloomberg, and The Washington Post. He’s the Homer J. Livingston Professor of Economics at the University of Chicago, he’s served on the Council of Economic Advisers, and he’s the recipient of numerous awards and honors including the Kenneth Galbraith Award.
JOHN'S SESSIONS

Sarah Kimmel

Sarah Kimmel

VP Research
SMG
As Vice President of Research, Sarah holds overall responsibility for CMSwire.com and Reworked research design and implementation. She leads the internal and client-driven research practice in the areas of digital customer experience and employee experience. Sarah has 20+ years of experience designing and communicating original research across a broad range of technology, HR and L&D topics.  Prior to her current role, Sarah led the research division at Human Capital Media for 8 years, overseeing the LearningElite benchmarking program and all in-house and custom research for Chief Learning Officer and Workforce brands.
SARAH'S SESSIONS

Shafqat Islam

Shafqat Islam

General Manager
Optimizely
Shafqat Islam was the co-founder and CEO of Welcome, the leading marketing orchestration platform and Gartner Leader 5 years running. In 2021, Welcome was acquired by Optimizely, the leading digital experience platform provider that serves marketers and growth leaders at more than 9,000 brands across the globe. Since its acquisition, Shafqat has continued to oversee the development of Welcome and its integration within Optimizely to ensure marketers have a best-in-class solution to plan, create, deliver and optimize campaigns and content through a single end-to-end solution. As an immigrant founder, Shafqat is originally from Bangladesh, born in Thailand, raised in Switzerland, and now lives in New York. He believes anyone can build a great company regardless of background or location.
SHAFQAT'S SESSIONS

Erik Smith

Erik Smith

Digital Principal
RingCentral
Erik Smith is Digital Principal at RingCentral where he focuses on digital engagement, artificial intelligence, and the overall customer experience. He has spent the past 9 years helping companies modernize their digital strategy.
ERIK'S SESSIONS

Ashly Beverage

Ashly Beverage

VP of Customer Experience
Verisk
Ashly Beverage is Verisk’s head of customer experience, leading a data-driven organization that enables customer satisfaction and growth for the business. She champions the voice of Verisk’s customers to inspire loyalty and facilitate ease through process and product innovations. Ashly oversees Verisk’s customer data, including corporate information as well as the sentiment shared by these companies’ leaders and employees as they engage with Verisk throughout their lifetime journey – buying journey, usage, service, and renewal. Her leadership increases Verisk’s understanding of customer needs and advancement of customer-led business strategies and solutions. Before joining Verisk, Ashly served as Senior Director of Customer Experience for American Express’s Global Merchant Services, designing and delivering best-in-class customer experiences across domestic and global markets. Prior to that, Ashly worked in management consulting at Accenture, where she focused on transformation and transition of operations to drive sales and operational efficiencies. Ashly is a seasoned public speaker who has sat on countless panels and moderated many customer experience summits. She has served as a VIP member of numerous customer experience boards, including Forrester, Bain, and Medallia. Ashly holds an BA in Finance and Economics from Indian University and has earned an Organizational Leadership Certification from Harvard University through Verisk’s Leadership Excellence Program.
ASHLY'S SESSIONS

David Mingle

David Mingle

VP & Global Practice Head, Customer Experience
Reputation
David Mingle is VP and Global Practice Head, Customer Experience at Reputation. In this role, David leads Reputation’s global customer experience practice and serves on the company’s executive team. Mingle brings to Reputation more than 30 years of expertise and success leading customer experience (CX) strategy and operations for some of the most recognizable enterprise technology and global automotive OEM brands in the world.
DAVID'S SESSIONS

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