Agenda

Series Schedule & Agenda

25 Sessions

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Thursday, July 29

11 :00 AM

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

[Opening Keynote Address] Orchestrating Disruption to Create Your Next-Gen Customer Experience

Sponsored By

Main Stage

11 :45 AM

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

[Main Stage] Agile Omnichannel Personalization: Myth or Reality?

Sponsored By

Main Stage

12 :15 PM

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

[Panel] What is the Role and Future of AI in CX Excellence?

Panel Discussion

12 :45 PM

12 :45 PM - 1 :10 PM EST (25 mins)

Watch & Win: Demo Derby

Main Stage

1 :15 PM

1 :15 PM - 1 :40 PM EST (25 mins)

[Breakout] Beyond the Cookie: Personalization for 2022

Sponsored By

Breakout

1 :45 PM

1 :45 PM - 2 :10 PM EST (25 mins)

[Panel] Crawl-Walk-Run: Insights into Building an Omnichannel Strategy

Panel Discussion

2 :15 PM

2 :15 PM - 2 :40 PM EST (25 mins)

[Breakout] Go Beyond Attribution for Holistic CX Measurement

Sponsored By

Breakout

2 :15 PM

2 :15 PM - 2 :40 PM EST (25 mins)

[Breakout] Using Messaging as a Pillar of your Omnichannel Customer Service Strategy

Sponsored By

Breakout

2 :45 PM

2 :45 PM - 3 :15 PM EST (30 mins)

[Networking] Live on Camera! Meet in the Virtual Lounge

Networking Opportunity

3 :15 PM

3 :15 PM - 3 :40 PM EST (25 mins)

[Main Stage] The Next Commerce Frontier: Customer Life Time Value. Going Beyond Conversion Rate Optimization

Sponsored By

Workshop

3 :45 PM

3 :45 PM - 4 :10 PM EST (25 mins)

[Closing Keynote Address] The (Real) Role of Gut Instinct: Managing Data, Complexity and Extreme Risk

Main Stage

4 :15 PM

4 :15 PM - 5 :00 PM EST (45 mins)

[Happy Hour] "Sunshine Escapes" Scavenger Hunt & Prizes

Networking Opportunity

Thursday, October 28

11 :40 AM

11 :40 AM - 12 :05 PM EST (25 mins)

Workshop

Workshop

12 :05 PM

12 :05 PM - 12 :25 PM EST (20 mins)

Networking Break

Networking Opportunity

12 :25 PM

12 :25 PM - 12 :50 PM EST (25 mins)

Panel Discussion

Panel Discussion

12 :55 PM

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

Breakout

Breakout

12 :55 PM

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

Breakout

Breakout

1 :20 PM

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

Networking Break

Networking Opportunity

1 :40 PM

1 :40 PM - 2 :05 PM EST (25 mins)

Panel Discussion

Panel Discussion

2 :10 PM

2 :10 PM - 2 :35 PM EST (25 mins)

Breakout

Breakout

2 :10 PM

2 :10 PM - 2 :35 PM EST (25 mins)

Breakout

Breakout

2 :35 PM

2 :35 PM - 2 :55 PM EST (20 mins)

Networking

Networking Opportunity

2 :55 PM

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

Workshop

Workshop

3 :25 PM

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

Keynote Address

Main Stage

Thursday, July 29

11 :00 AM

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

[Opening Keynote Address] Orchestrating Disruption to Create Your Next-Gen Customer Experience

Sponsored By

Main Stage

11 :45 AM

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

[Main Stage] Agile Omnichannel Personalization: Myth or Reality?

Sponsored By

Main Stage

12 :15 PM

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

[Panel] What is the Role and Future of AI in CX Excellence?

Panel Discussion

12 :45 PM

12 :45 PM - 1 :10 PM EST (25 mins)

Watch & Win: Demo Derby

Main Stage

1 :15 PM

1 :15 PM - 1 :40 PM EST (25 mins)

[Breakout] Beyond the Cookie: Personalization for 2022

Sponsored By

Breakout

1 :45 PM

1 :45 PM - 2 :10 PM EST (25 mins)

[Panel] Crawl-Walk-Run: Insights into Building an Omnichannel Strategy

Panel Discussion

2 :15 PM

2 :15 PM - 2 :40 PM EST (25 mins)

[Breakout] Go Beyond Attribution for Holistic CX Measurement

Sponsored By

Breakout

2 :15 PM

2 :15 PM - 2 :40 PM EST (25 mins)

[Breakout] Using Messaging as a Pillar of your Omnichannel Customer Service Strategy

Sponsored By

Breakout

2 :45 PM

2 :45 PM - 3 :15 PM EST (30 mins)

[Networking] Live on Camera! Meet in the Virtual Lounge

Networking Opportunity

3 :15 PM

3 :15 PM - 3 :40 PM EST (25 mins)

[Main Stage] The Next Commerce Frontier: Customer Life Time Value. Going Beyond Conversion Rate Optimization

Sponsored By

Workshop

3 :45 PM

3 :45 PM - 4 :10 PM EST (25 mins)

[Closing Keynote Address] The (Real) Role of Gut Instinct: Managing Data, Complexity and Extreme Risk

Main Stage

4 :15 PM

4 :15 PM - 5 :00 PM EST (45 mins)

[Happy Hour] "Sunshine Escapes" Scavenger Hunt & Prizes

Networking Opportunity

Thursday, October 28

11 :40 AM

11 :40 AM - 12 :05 PM EST (25 mins)

Workshop

Workshop

12 :05 PM

12 :05 PM - 12 :25 PM EST (20 mins)

Networking Break

Networking Opportunity

12 :25 PM

12 :25 PM - 12 :50 PM EST (25 mins)

Panel Discussion

Panel Discussion

12 :55 PM

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

Breakout

Breakout

12 :55 PM

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

Breakout

Breakout

1 :20 PM

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

Networking Break

Networking Opportunity

1 :40 PM

1 :40 PM - 2 :05 PM EST (25 mins)

Panel Discussion

Panel Discussion

2 :10 PM

2 :10 PM - 2 :35 PM EST (25 mins)

Breakout

Breakout

2 :10 PM

2 :10 PM - 2 :35 PM EST (25 mins)

Breakout

Breakout

2 :35 PM

2 :35 PM - 2 :55 PM EST (20 mins)

Networking

Networking Opportunity

2 :55 PM

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

Workshop

Workshop

3 :25 PM

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

Keynote Address

Main Stage

Richard Hein

Richard Hein

Editor-in-Chief
CMSWire / 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.
RICHARD'S SESSIONS

Charlene Li

Charlene Li

Author, The Disruption Mindset – Founder & Sr. Fellow
Altimeter
For the past two decades, Charlene Li has been helping people see the future. She’s an expert on digital transformation, leadership, customer experience, and the future of work. She’s the author of six books, including the New York Times bestseller, Open Leadership and co-author of the critically acclaimed book, Groundswell. Her latest book is the bestseller The Disruption Mindset. She is the Founder and Senior Fellow at Altimeter, a disruptive analyst firm acquired in 2015 by Prophet. Named one of the most creative people in business by Fast Company, Charlene is a graduate of Harvard College and Harvard Business School and lives in San Francisco.
CHARLENE'S SESSIONS

Peter Fogelsanger

Peter Fogelsanger

Global Head of Partnerships
Contentstack
Peter is a marketing technologist and product evangelist. At Contentstack, Peter is the Global Head for Partnerships leading the Catalysts program. Formerly, Peter was a VP of Partner Engagement at Thunderhead, an omni-channel customer journey and personalization platform. He led the enablement for Salesforce Marketing Cloud - Interaction Studio, helping to drive more than $50M in ARR in 24 months. Prior to Thunderhead, Peter spent 8 years working with content management software including Sitecore and SDL. Earlier, Peter spent more than 10 years with digital agencies helping clients improve results through web technology and e-business. Major clients have included FedEx, Charles Schwab, Humana, Duke Energy, TD Bank, Stanley Black & Decker, Nasdaq, Marriott, and the Veterans Administration.
PETER'S SESSIONS

Neal Prescott

Neal Prescott

Vice President, Digital Technology
EPAM
Neal Prescott is the VP of MarTech at EPAM Systems. He is an active Advisory Board member of the MACH Alliance and members of the Acquia and Sitecore Partner Advisory Board. Previously, he was the CTO of MRM and CEO of Optaros by MRM. Mr. Prescott has a long history in the system integration and agency space, including senior positions at WPP, Answerthink, Price Waterhouse and KPMG—leading both technology and consulting organizations.
NEAL'S SESSIONS

Lars Birkholm Petersen

Lars Birkholm Petersen

Uniform Co-founder
Uniform
Lars is co-founder of Uniform, a platform that helps enterprises implement Jamstack architecture, and co-author of Connect: How to Use Data and Experience Marketing to Create Lifetime Customers. He’s a personalization expert who has spent the last decade advising enterprises on data and content architecture to empower personalized experiences at scale.
LARS BIRKHOLM'S SESSIONS

Mark Smith

Mark Smith

President
Kitewheel
Mark Smith is president of Kitewheel, a Boston-based provider of a cloud-based customer engagement hub for orchestrating real-time consumer journeys across any channel. Prior to joining Kitewheel he held leadership positions at Pitney Bowes Software, Portrait Software, and was the founder and president of the predictive analytics software firm, Quadstone. He has a Ph.D. in mathematics and statistics from the University of Edinburgh. Contact him at msmith@kitewheel.com.
MARK'S SESSIONS

Tara Duke

Tara Duke

Executive Director of Business Transformation
Verizon
Tara Duke is a Consulting Lead with 15+ years collaborating with Global and Fortune 500 companies on transformation engagements, spanning organizational change to cutting edge technology. She is currently the Executive Director of Business Transformation with Verizon, where she is tasked with driving radical change and reimagining how Verizon operates within and across functions to deliver transformational strategic imperatives. Tara has worked in the past with Dell Technologies and IBM, and she holds an MBA and an MS in Information Systems from Boston University. She is also on the board of the Chicago Children’s Advocacy Center. Tara is also a DE&I consultant (Cornerstone Diversity), and helps organizations to create more inclusive environments. She also just started a think tank (Gordian Knot Society) focused on bringing together bright minds to tackle some of the world’s toughest problems.
TARA'S SESSIONS

Seth Earley

Seth Earley

Founder & CEO
Earley Information Science
An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions, Seth has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance by making information more findable, usable and valuable through integrated enterprise architectures supporting analytics, e-commerce and customer experience applications. Seth Earley is a sought-after speaker, writer, and influencer. His writing has appeared in IT Professional Magazine from the IEEE where, as former editor, he wrote a regular column on data analytics and information access issues and trends. He has also contributed to the Harvard Business Review, CMSWire, Journal of Applied Marketing Analytics, and he co-authored “Practical Knowledge Management” from IBM Press. Earley Information Science is a professional services firm dedicated to helping organizations become a customer-driven enterprise. We implement digital transformation initiatives that provide personalized, accurate, and fulfilling customer journeys that drive measurable ROI. To learn more, visit www.earley.com.
SETH'S SESSIONS

Mike Davis

Mike Davis

Technical Solutions Consultant
Intellum
Michael is a Technical Solutions Consultant for Intellum. With 7 years in learning and development ranging from customer success and implementations to sales and contracting, he brings enthusiasm and empathy to improving customer experiences for a wide variety of companies.
MIKE'S SESSIONS

Nick Barron

Nick Barron

Director of Partner Enablement
Contentstack
Nick is passionate about leading technologists to paths that allow them to accomplish tasks quickly and efficiently. Leveraging approaches like MACH and Jamstack to help educate, accelerate and dominate the Headless CMS ecosystem.
NICK'S SESSIONS

Samantha Ngo

Samantha Ngo

Dir Product Marketing
BlueConic
Sam Ngo is the Director of Product Marketing at BlueConic. Prior to joining BlueConic, she was a Researcher at Forrester covering the social intelligence space. She helped Fortune 500 clients put the right people, processes, and platforms in place to make use of the structured and unstructured data from social channels. Now, her focus is helping customers realize the potential in their first-party data. When she’s not knee-deep in translating the value of BlueConic, she’s trying to understand the science of baking.
SAMANTHA'S SESSIONS

Dom Nicastro

Dom Nicastro

Senior Staff Reporter
SMG / CMSWire
Dom Nicastro is a Boston-based staff reporter at CMSWire. The former editor-in-chief of a daily newspaper and current radio talk show host in the Boston area, he reports on a wide range of topics, including social business, digital experience, digital marketing, digital asset management, customer experience management and web CMS.
DOM'S SESSIONS

Greg Rose

Greg Rose

Chief Experience Officer
Intellum
Greg is a twenty-year marketing and growth veteran. As the Chief Experience Officer at Intellum, Greg is focused on helping large brands and fast-moving companies increase adoption, improve retention, and drive revenue through better customer experiences.
GREG'S SESSIONS

Ashley Fitzgerald

Ashley Fitzgerald

Senior Director, Data Science & Analytics
Appnovation
Ashley brings over a decade of data experience, building out analytics teams and creating bespoke analytics solutions for clients. Successfully navigating through highly regulated industries such as Pharmaceuticals and Medical Device Manufacturing, she brings with her a wealth of knowledge, having also worked across verticals such as CPG, Financial Services, and Automotive.
ASHLEY'S SESSIONS

Mike Berry

Mike Berry

Head of Marketing Technology
Stitch Fix
MIKE'S SESSIONS

Wilson Raj

Wilson Raj

Global Director of Customer Intelligence
SAS
Data-inspired and creatively-driven, Raj has built brand value, engagement, and loyalty through expertise in strategy and analytical marketing. With over twenty years of experience in multiple industries, he has engineered connected brand experiences by integrating analytics, advertising, branding, digital marketing, social media, relationship marketing and communications. He has been a marketing leader at Fortune Global 500® companies such as Microsoft, Medtronic and Philips. He also advised C-level executives on digital strategy while at award-winning agencies that include Publicis Groupe and WPP-owned agencies—such as VML/Young & Rubicam and Wunderman. Raj is often featured in keynotes and in major media publications such as Adweek, CMSWire, CRM Magazine, Forbes, InformationWeek, MarketingProfs, ZDNet, and more. He’s the co-host of the Reimagine Marketing podcast. Raj holds a B.A. in English and an M.B.A. from Brigham Young University, and a Certificate-in-Education from the Institute of Education in Singapore.
WILSON'S SESSIONS

Mukesh Mirchandani

Mukesh Mirchandani

Solution Engineering Executive
Freshworks
Mukesh is a seasoned technology executive with more than two decades of expertise building and selling enterprise technology solutions. An engineer by education, Mukesh has spent a considerable part of his professional career studying customer/employee engagement and customer service trends. He firmly believes that organizations that put employees & customers at the heart of their business processes will emerge as winners and advocates his clients to truly become customer champions. Mukesh is also skilled at building high performing teams and often brings that expertise to his customers to create efficient customer service organizations with a maniacal focus on customer for life attitude. In his spare time, Mukesh enjoys a passion for sneakers and haute couture.
MUKESH'S SESSIONS

Nuno Pedro

Nuno Pedro

Head of SAP Commerce
SAP Customer Experience
Nuno is a business oriented professional with an engineer mindset, and a broad international tenure in IT consulting, digital commerce and consumer experience. He is the Global Head of SAP Commerce at SAP. Over his last engagements, Nuno has been leading large organizations at adidas and PVH, spearheading key initiatives to accelerate Commerce growth, change delivery models from waterfall to agile and defining/implementing cutting edge headless digital eco-systems. He is passionate about how technology can be leveraged to unleash incremental business value, how setting the right team culture, values and mindset allows high-performance teams to blossom, and how defining transparent ways of working, clear roles & responsibilities leads to high quality delivery and a fast time-to-market at scale.
NUNO'S SESSIONS

Adrian Nash

Adrian Nash

Head of Strategy
SAP Customer Experience
Adrian is Head of Strategy for SAP Customer Experience. In his prior role as Head of Product Strategy for SAP Customer Data Cloud (formerly Gigya), he worked closely with the engineering and product teams to bring the SAP Customer Data Platform to market. Before that, he led the strategy of Gigya’s market-leading identity and consent management solutions. He has also worked in professional services teams for companies such as IBM, Tealeaf and Alterian. Adrian began his career as a web application developer and worked in development companies for nine years before making the move to professional services.
ADRIAN'S SESSIONS

Laura Huang

Laura Huang

Associate Professor of Business Administration
Harvard Business School
Laura Huang is the Associate Professor of Business Administration at the Harvard Business School. Laura’s research examines interpersonal relationships and implicit bias in entrepreneurship and in the workplace. She is the creator and co-founder of Project Emplify, an initiative dedicated to addressing inequality and disadvantage through personal empowerment. Her award-winning research has been featured in the Financial Times, The Wall Street Journal, USA Today, Forbes, and Nature, and she was named one of the 40 Best Business School Professors Under the Age of 40 by Poets & Quants, and to the Thinkers 50 Radar list as one of the leading management thinkers in the world. Previously, she held positions in investment banking, consulting, and management, for organizations such as Standard Chartered Bank, IBM Global Services, and Johnson & Johnson. Laura holds an MS and BSE in electrical engineering, both from Duke University, an MBA from INSEAD, and a PhD from the University of California, Irvine. Her first book is entitled Edge: Turning Adversity into Advantage. Sign up and learn more about Project Emplify at: https://projectemplify.org.
LAURA'S SESSIONS

Rana el Kaliouby

Rana el Kaliouby

Author
Girl Decoded
A pioneer in Emotion AI, Rana el Kaliouby, Ph.D., is Co-Founder and CEO of Affectiva, and author of Girl Decoded: A Scientist’s Quest to Reclaim Our Humanity by Bringing Emotional Intelligence to Technology. A passionate advocate for humanizing technology, ethics in AI and diversity, Rana has been recognized on Fortune’s 40 Under 40 list and as one of Forbes' Top 50 Women in Tech. Rana is a World Economic Forum Young Global Leader, a newly minted Young Presidents' Organization member and co-hosted a PBS NOVA series on AI. She holds a Ph.D. from the University of Cambridge and a Post Doctorate from MIT.
RANA'S SESSIONS

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