Agenda

Series Schedule & Agenda

15 Sessions

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Wednesday, August 17

11 :00 AM

11 :00 AM - 11 :40 AM EST (40 mins)

[Welcome and Opening Keynote] AI, Insights and Conversations In the New Machine Age

Main Stage

11 :45 AM

11 :45 AM - 12 :10 PM EST (25 mins)

[Main Stage Keynote] Empowering Customers & Employees with Fast and Personalized Support

Sponsored By

Main Stage

12 :15 PM

12 :15 PM - 12 :40 PM EST (25 mins)

[Breakout] Digital Evolution: Top Digital CX Technology Trends of 2022

Sponsored By

Breakout

12 :15 PM

12 :15 PM - 12 :40 PM EST (25 mins)

[Breakout] Managing Customer Experience in an Omnichannel World

Sponsored By

Breakout

12 :40 PM

12 :40 PM - 1 :00 PM EST (20 mins)

Lunch and Game Time

1 :00 PM

1 :00 PM - 1 :30 PM EST (30 mins)

[Discussion] VoC Meets VoE: Connected Customer and Employee Experiences

Panel Discussion

1 :35 PM

1 :35 PM - 2 :00 PM EST (25 mins)

[Case Study] DiRx’s Digital Journey to Provide Affordable Medication

Sponsored By

Breakout

2 :00 PM

2 :00 PM - 2 :30 PM EST (30 mins)

[Networking Break] Virtual Lounge

Networking Opportunity

2 :30 PM

2 :30 PM - 2 :55 PM EST (25 mins)

[Main Stage Keynote] Unlock the One Workforce Advantage to Empower Exceptional CX Teams

Sponsored By

Breakout

3 :00 PM

3 :00 PM - 3 :30 PM EST (30 mins)

[Closing Keynote] Harnessing AI Ethically for an Effective, Personalized Customer Experience

Main Stage

3 :40 PM

3 :40 PM - 4 :25 PM EST (45 mins)

[Happy Hour] Laughter for Wellbeing

Networking Opportunity

Thursday, August 18

11 :00 AM

11 :00 AM - 11 :40 AM EST (40 mins)

[Welcome and Keynote Address] Marketing Ops Leadership for a Changing MarTech World

Main Stage

11 :45 AM

11 :45 AM - 12 :10 PM EST (25 mins)

[Main Stage Keynote] Switching to a First-Party Data Strategy in the Third-Party Cookie Apocalypse

Sponsored By

Breakout

12 :15 PM

12 :15 PM - 12 :45 PM EST (30 mins)

[Discussion] How AI Is Evolving the Customer Experience

Main Stage

12 :50 PM

12 :50 PM - 1 :30 PM EST (40 mins)

[Closing Keynote] The CX and EX Link: The Case for Greater Revenue Growth through Strategic Alignment

Main Stage

Wednesday, August 17

11 :00 AM

11 :00 AM - 11 :40 AM EST (40 mins)

[Welcome and Opening Keynote] AI, Insights and Conversations In the New Machine Age

Main Stage

11 :45 AM

11 :45 AM - 12 :10 PM EST (25 mins)

[Main Stage Keynote] Empowering Customers & Employees with Fast and Personalized Support

Sponsored By

Main Stage

12 :15 PM

12 :15 PM - 12 :40 PM EST (25 mins)

[Breakout] Digital Evolution: Top Digital CX Technology Trends of 2022

Sponsored By

Breakout

12 :15 PM

12 :15 PM - 12 :40 PM EST (25 mins)

[Breakout] Managing Customer Experience in an Omnichannel World

Sponsored By

Breakout

12 :40 PM

12 :40 PM - 1 :00 PM EST (20 mins)

Lunch and Game Time

1 :00 PM

1 :00 PM - 1 :30 PM EST (30 mins)

[Discussion] VoC Meets VoE: Connected Customer and Employee Experiences

Panel Discussion

1 :35 PM

1 :35 PM - 2 :00 PM EST (25 mins)

[Case Study] DiRx’s Digital Journey to Provide Affordable Medication

Sponsored By

Breakout

2 :00 PM

2 :00 PM - 2 :30 PM EST (30 mins)

[Networking Break] Virtual Lounge

Networking Opportunity

2 :30 PM

2 :30 PM - 2 :55 PM EST (25 mins)

[Main Stage Keynote] Unlock the One Workforce Advantage to Empower Exceptional CX Teams

Sponsored By

Breakout

3 :00 PM

3 :00 PM - 3 :30 PM EST (30 mins)

[Closing Keynote] Harnessing AI Ethically for an Effective, Personalized Customer Experience

Main Stage

3 :40 PM

3 :40 PM - 4 :25 PM EST (45 mins)

[Happy Hour] Laughter for Wellbeing

Networking Opportunity

Thursday, August 18

11 :00 AM

11 :00 AM - 11 :40 AM EST (40 mins)

[Welcome and Keynote Address] Marketing Ops Leadership for a Changing MarTech World

Main Stage

11 :45 AM

11 :45 AM - 12 :10 PM EST (25 mins)

[Main Stage Keynote] Switching to a First-Party Data Strategy in the Third-Party Cookie Apocalypse

Sponsored By

Breakout

12 :15 PM

12 :15 PM - 12 :45 PM EST (30 mins)

[Discussion] How AI Is Evolving the Customer Experience

Main Stage

12 :50 PM

12 :50 PM - 1 :30 PM EST (40 mins)

[Closing Keynote] The CX and EX Link: The Case for Greater Revenue Growth through Strategic Alignment

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

José Morey

José Morey

Founder and CEO
Ad Astra Media
José Morey, M.D., also known as the first Intergalactic Doctor, and a leader in technology innovation. Dr. Morey is Founder and CEO of Ad Astra Media; a S.T.E.A.M. Edutainment company providing role models and educational S.T.E.A.M. content to encourage more diversity in S.T.E.A.M. related fields. Focusing on making S.T.E.A.M. resources and educational content accessible for underrepresented communities. He is an advisor to the Forbes Technology Council, NASA and a Fellow for the Eisenhower Foundation. He has served as Associated Chief Health Officer for IBM Watson Health where he led the research and development of advanced medical AI technologies in the US and internationally from idea stage to commercialization. He has served as Chief Medical Innovation Officer for Liberty BioSecurity and Chief Innovation Officer for Hyperloop Transportation Technologies. Dr. Morey is faculty at Singularity University where he leads exponential technology, innovation and human augmentation curricula. He sits on the education admission committee for the Space Foundation and on the admissions committee for the Space Technology Hall of Fame. He is an international speaker on AI and technology innovation and has co-authored over 75 abstracts, book chapters, peer reviewed articles and is often featured on Forbes, Univision, CNBC and NASA360. Recently, a book he authored “LatinX Business Success” hit #1 on Amazon in several categories. He serves as a technology and business advisor for MIT, NASA, UVA, African Innovation Alliance, US-Polish Alliance for Innovation and has served as special envoy to the Polish Space Agency.
JOSé'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

Adélaide Pastré

Adélaide Pastré

Product Marketing Manager, CX
RingCentral
Adélaïde Pastré is aproduct marketing specialist for CCaaS products. In her current role at RingCentral she is responsible of managing the digital customer engagement portfolio, providing companies the keys to better collaborate and communicate with their customers. Adélaïde is focused on adapting new engagement technologies to businesses.
ADéLAIDE'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

Jon Hodgson

Jon Hodgson

VP of Product Management
Riverbed Technology
Jon Hodgson is VP of Product Management at Riverbed. For over a decade, Jon has helped hundreds of organizations around the world optimize the reliability and performance of their mission-critical applications. With a background in data science, application architecture, systems administration, networking and programming, Jon employs a multidisciplinary approach to troubleshooting, enabling him to analyze and solve some of the most challenging performance issues in complex modern environments. When he’s not obsessing about data visualization and making things perform faster, Jon enjoys digging things up with his tractor at his home in Missouri.
JON'S SESSIONS

Dom Nicastro

Dom Nicastro

Managing Editor
SMG / CMSWire
DOM'S SESSIONS

Inge De Bleecker

Inge De Bleecker

Principal US & Conversational AI Consultant and Founder
outriderUX
Inge is a customer and user experience leader, consultant and author who helps companies create great experiences across the customer journey with a focus on conversational experiences. Inge established and grew Applause’s CX practice and continues to collaborate with Applause on CX strategy. She holds an MA from the University of Texas, Austin. Inge’s book, Remote Usability Testing: Actionable insights in user behavior across geographies and time zones, which she co-authored with Rebecca Okoroji, is listed as one of Book Authority’s best new usability books of 2020. Along with Okoroji, Inge created the USERIndex benchmark — a standardized means of measuring the user experience of a digital interface. As part of the USERIndex, Inge believes that an exceptional user experience is determined by 4 USER factors: usefulness, satisfaction, ease of use and reliability.
INGE'S SESSIONS

Nichole Devolites

Nichole Devolites

Director of Customer Operations
SecureAuth
Nichole Devolites is an award-winning speaker, mentor and practitioner of customer experience and operations. Having been in the tech industry for over 20 years, Nichole has had the honor and privilege of working with some of the most notable tech leaders in the world to solve challenges in the areas of sales, marketing, customer experience & operations. During her tenure so far, her solutions and programs have resulted in nearly $500mm in additional revenue, an average renewal rate of 92%, and an average software upgrade rate of 95%. In July 2022, Nichole founded LYSI Holdings to provide her expertise to a wider range of organizations that seek to level-up in the aforementioned areas, as well as provide free mentor services to women in business.
NICHOLE'S SESSIONS

Simone Grapini-Goodman

Simone Grapini-Goodman

Chief Marketing Officer
DiRx
Simone Grapini-Goodman is a Marketing executive with a deep, versatile background - from Fortune 10 to academia, nonprofit and early-stage companies. She has devoted her career to improving the health of Americans through access to quality health care. She has done this at the health care services/delivery level, while at Optum, and on the benefits side, with United Healthcare’s Medicaid business. She also served as Vice President of Academic Strategic Partnerships while at Optum, to accelerate the translation of academic applied research into new products and curate the next generation of health care leaders. Additionally, she consulted for nonprofit causes, including the University of North Carolina's Rapidly Emerging Antiviral Drug Discovery Initiative (READDI), and University and Industry Demonstration Partnership (UIDP) professional association. She is now Chief Marketing Officer at DiRx (“direct” + “rx”), an early-stage digital pharmacy platform enabling medication access and affordability. Simone holds an MBA from University of Maryland and an undergraduate degree from Texas A&M. She also studied in France and Ireland, and has completed professional development courses at Yale, Duke and Wharton. She lives with her husband, two daughters and (always) a dog in Chapel Hill, North Carolina
SIMONE'S SESSIONS

Debbie Braney

Debbie Braney

VP of Marketing
Glassbox
Debbie Braney is VP, Demand & Brand Marketing where she brings 20 years of B2B tech marketing experience to leading the company's brand and growth oriented programs and teams. Prior to joining Glassbox, she founded and was the principal of Braney Performance Marketing. Debbie also spent 11 years at Hitachi where she served in roles such as VP, Digital & Customer Experience and VP, Integrated Marketing. She established the Women of Hitachi mentorship program and has served as a mentor in Women Unlimited's LEAD prrogram. Debbie holds a MS in Professional Communication from Clark University and BA from Lafayette College.
DEBBIE'S SESSIONS

Dave Singer

Dave Singer

VP Go-To-Market Strategy
Verint
Dave Singer is Verint’s Vice President, Go-To-Market Strategy. Dave is responsible for driving the GTM strategy for Verint’s industry leading solutions including Experience Management, Workforce Management, Quality Management, Performance Management, and Engagement Data Management. The strategy is based on developing innovative messaging and offerings, both Partner and Direct, that drive customer centric differentiation and align value with both customer needs and expectations. Dave joined Verint 2002 and has held a variety of roles in Verint including: RVP of Solution Principals; and, RVP of Presales, focusing on Solution Consulting and Innovation.
DAVE'S SESSIONS

Katie King

Katie King

CEO
AI in Business and Zoodikers
Katie King is a published Author, Keynote Speaker, Trainer and Consultant on Artificial Intelligence (AI), digital, STEM, leadership and business transformation: www.linkedin.com/in/katieeking Katie has over 30 years of consulting experience and has advised many of the world's leading brands and business leaders. Her second book was published by Kogan Page in January 2022: AI Strategy for Sales and Marketing: Connecting marketing, sales and customer experience. Her first book, Using Artificial Intelligence in Marketing: How to Harness AI and Maintain the Competitive Edge, was translated into Russian, Chinese, Vietnamese & other languages. It was also listed as a reference source in the 'Brand Strategy' section of the World Economic Forum's Empowering AI Leadership AI toolkit for corporate boards. Katie is a member of the UK Government All-Party Parliamentary Group (APPG) task force for the adoption of AI. She is also an Editorial Board Member for the AI and Ethics Journal (Springer Nature – global publisher). Katie has delivered two TEDx talks and is a regular speaker worldwide.
KATIE'S SESSIONS

Tony Byrne

Tony Byrne

Founder
Real Story Group
Tony Byrne is founder of independent analyst firm Real Story Group (RSG). RSG focuses on evaluating content and marketing technology vendors, and advising Fortune 100 enterprises on how to optimize their MarTech stacks. Unique in the analyst world, RSG only works with technology buyers and never technology suppliers. RSG also host the exclusive “MarTech Stack Leadership Council,” which meets several times a year for members to share ideas and lessons.
TONY'S SESSIONS

Matt Williams

Matt Williams

Director of Marketing
Hilton
Matthew Williams has worked in what has come to be known as MarTech for over 20 years, serving Fortune 500 companies directly at the crossroads between marketing and technology. At several companies, he has initiated and brought fully to life globalized CMS, web optimization with multivariate testing, MRM (marketing operations workflow management), and the MarTech discipline itself. Matthew currently oversees the customer marketing stack at Hilton.
MATT'S SESSIONS

Matt Parisi

Matt Parisi

Director of Product Marketing
Tealium
Matt Parisi is the Director of Product Marketing at Tealium. He has over 15 years of strategic marketing experience across both traditional and digital marketing channels. His experience spans industries working both at consultancies and client-side.
MATT'S SESSIONS

Shawn Goodin

Shawn Goodin

Global Director of Marketing Technology and Analytics
Silicon Valley Bank
Shawn Goodin is the Global Director of Marketing Technology and Analytics at Silicon Valley Bank. In his role he leads the vision, strategy and execution for global digital transformation to enable highly personalized, cross-channel consumer experiences. Prior to his time at SVB, Shawn was the Marketing CTO at Chase Bank, Director of Marketing Technology at The Clorox Company, the Director of Digital Marketing at Northwestern Mutual and the head of Marketing Platforms at S.C. Johnson. His twenty years of experience which includes early stage software startups and driving digital transformation at Fortune 500 companies has uniquely positioned him to be a true marketing technology thought leader. Shawn has a unique background that blends cultural anthropology and cognitive science with software development and product management. He lives in the San Francisco Bay Area with his wife and five children.
SHAWN'S SESSIONS

Greg Kihlstrom

Greg Kihlstrom

Principal, Chief Strategist
GK5A
Greg is a best-selling author, speaker, and entrepreneur, currently an advisor and consultant to top companies on customer experience, employee experience, and digital transformation initiatives as Principal and Chief Strategist at GK5A. He is also the host of The Agile Brand with Greg Kihlström podcast. He is a two-time CEO and Co-Founder, growing both companies organically and through acquisitions, and ultimately leading both to be acquired (one in 2017, and the other in 2021). As a strategist, digital transformation, and customer experience advisor, he has worked with some of the world’s top brands, including Adidas, Choice Hotels, Coca-Cola, Dell, FedEx, HP, Marriott, MTV, Starbucks, Toyota, and VMware.
GREG'S SESSIONS

Tiffani Bova

Tiffani Bova

Author, GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business
Tiffani Bova is the chief growth evangelist at Salesforce and the author of the Wall Street Journal bestselling book GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business. Bova has been named to the latest Thinkers50’s list of the world’s top management thinkers and is a welcomed guest on Bloomberg, BNN, Cheddar, MSNBC, and Yahoo Finance, among others. She also contributes her thinking to publications including Harvard Business Review, Forbes, Entrepreneur, Diginomica, Quora, Thrive, Rotman School of Management, and Duke Dialogue Review. She is a change-maker whose thought-provoking and forward-thinking insights have made her a frequent guest on a variety of industry-leading podcasts and live broadcasts. As host of What’s Next! with Tiffani Bova, an iTunes’ all-time business and management bestseller and a top sales podcast according to Top Sales Magazine, Bova has interviewed a growing number of exceptional humans including Arianna Huffington, Chester Elton, Dan Pink, Ginger Hardage, Bonin Bough, Mark Victor Hansen, Seth Godin, and Tom Peters. Bova is a top Twitter influencer in Business Growth, Customer Experience, Digital Transformation, the Future of Work, and Sales. She was named one of Inc. Magazine’s 37 Sales Experts You Need to Follow on Twitter, a LinkedIn Top Sales Expert to follow in 2018, 2019, and 2020, a Top 100 Women in Tech, a Brand Quarterly Magazine Top 50 Marketing Thought Leader, and one of the most Powerful and Influential Women in California according to the National Diversity Council. Her book Growth IQ was one of 800-CEO-READ’s top 5 strategy and leadership books of 2018, the #1 Salesforce, Dreamforce Bookstore seller in 2018 and continues to be a monthly bestseller on Porchlight (formerly 800-CEO-Read) in 2019 and 2020. Having delivered over 500 keynote presentations on sales transformation and business model innovation to over 400,000 people on six continents, Bova is a highly sought-after keynote speaker. Prior to working with Salesforce, she was a sales, marketing, and customer service executive for startups as well as Fortune 500 companies where she was recognized as being one of the first to develop a robust go to market model for cloud-based solutions, and indirect channel strategies to accommodate changes in buying behavior. She left the corporate world and joined Gartner becoming a Distinguished Analyst and Research Fellow where she won the Thought Leadership award and earned accolades from the best leaders in the technology world for her cutting-edge analysis and her skill at architecting bold new strategies for sales and growth. Bova’s time on the front lines of sales, marketing, and innovation, combined with her insightful candor, has resulted in a unique perspective that continues to inspire businesses and individuals to get smarter about the choices they make, think forward, and increase their Growth IQ.
TIFFANI'S SESSIONS

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