Agenda

Series Schedule & Agenda

21 Sessions

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Wednesday, February 16

10 :00 AM

10 :00 AM - 10 :45 AM EST (45 mins)

Morning Wellness

Networking Opportunity

11 :00 AM

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

[Welcome and Opening Keynote] More than a Moment: Unlocking the Full Power of the Customer Experience

Main Stage

11 :45 AM

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

Main Stage Keynote

Sponsored By

12 :15 PM

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

[Breakout] AI’s Second Cousin - RPA and the Road to AI

Sponsored By

Breakout

12 :15 PM

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

[Breakout] Where First-Party Data Goes, Tech Must Follow

Sponsored By

Breakout

1 :00 PM

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

[Panel] What are We Missing? Successful Strategies for Customer Listening

Panel Discussion

1 :35 PM

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

[Breakout]

Breakout

1 :35 PM

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

[Breakout]

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] From Prospect to Advocate: The Power of the Community Experience Flywheel

Sponsored By

Main Stage

3 :00 PM

3 :00 PM - 3 :40 PM EST (40 mins)

[Closing Keynote] Transformation Acceleration – How the Pandemic Forever Transformed Business and Customer Experience

Main Stage

3 :45 PM

3 :45 PM - 4 :30 PM EST (45 mins)

Virtual Networking Lounge

Networking Opportunity

Thursday, February 17

10 :00 AM

10 :00 AM - 10 :45 AM EST (45 mins)

Morning Wellness

Main Stage

11 :00 AM

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

[Welcome and Keynote Address] The Road to Remarkable: Lessons from the World’s Most Innovative Companies

Main Stage

11 :45 AM

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

Main Stage Keynote

Main Stage

12 :10 PM

12 :10 PM - 12 :25 PM EST (15 mins)

Lunch & Demo Derby

Main Stage

12 :25 PM

12 :25 PM - 12 :55 PM EST (30 mins)

[Panel] Turn Down the Noise: Action Plans for Results-Driven KPIs

Sponsored By

Main Stage

1 :00 PM

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

[Breakout]

Breakout

1 :00 PM

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

[Breakout]

Breakout

1 :30 PM

1 :30 PM - 2 :05 PM EST (35 mins)

[Closing Keynote] The Decision-Making Renaissance: AI Prediction with Human Judgment

Main Stage

2 :05 PM

2 :05 PM - 2 :30 PM EST (25 mins)

Virtual Networking Lounge

Networking Opportunity

Wednesday, February 16

10 :00 AM

10 :00 AM - 10 :45 AM EST (45 mins)

Morning Wellness

Networking Opportunity

11 :00 AM

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

[Welcome and Opening Keynote] More than a Moment: Unlocking the Full Power of the Customer Experience

Main Stage

11 :45 AM

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

Main Stage Keynote

Sponsored By

12 :15 PM

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

[Breakout] AI’s Second Cousin - RPA and the Road to AI

Sponsored By

Breakout

12 :15 PM

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

[Breakout] Where First-Party Data Goes, Tech Must Follow

Sponsored By

Breakout

1 :00 PM

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

[Panel] What are We Missing? Successful Strategies for Customer Listening

Panel Discussion

1 :35 PM

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

[Breakout]

Breakout

1 :35 PM

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

[Breakout]

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] From Prospect to Advocate: The Power of the Community Experience Flywheel

Sponsored By

Main Stage

3 :00 PM

3 :00 PM - 3 :40 PM EST (40 mins)

[Closing Keynote] Transformation Acceleration – How the Pandemic Forever Transformed Business and Customer Experience

Main Stage

3 :45 PM

3 :45 PM - 4 :30 PM EST (45 mins)

Virtual Networking Lounge

Networking Opportunity

Thursday, February 17

10 :00 AM

10 :00 AM - 10 :45 AM EST (45 mins)

Morning Wellness

Main Stage

11 :00 AM

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

[Welcome and Keynote Address] The Road to Remarkable: Lessons from the World’s Most Innovative Companies

Main Stage

11 :45 AM

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

Main Stage Keynote

Main Stage

12 :10 PM

12 :10 PM - 12 :25 PM EST (15 mins)

Lunch & Demo Derby

Main Stage

12 :25 PM

12 :25 PM - 12 :55 PM EST (30 mins)

[Panel] Turn Down the Noise: Action Plans for Results-Driven KPIs

Sponsored By

Main Stage

1 :00 PM

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

[Breakout]

Breakout

1 :00 PM

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

[Breakout]

Breakout

1 :30 PM

1 :30 PM - 2 :05 PM EST (35 mins)

[Closing Keynote] The Decision-Making Renaissance: AI Prediction with Human Judgment

Main Stage

2 :05 PM

2 :05 PM - 2 :30 PM EST (25 mins)

Virtual Networking Lounge

Networking Opportunity

Neil Hoyne

Neil Hoyne

Chief Measurement Strategist At Google
Author Of Converted
Senior Fellow at Wharton and Google’s Chief Measurement Strategist, Neil Hoyne has helped the world’s largest advertisers acquire millions of customers, improve conversion rates by over 400 percent, and generate billions in incremental revenue. How does he do it? It all starts by shifting away from a transactional mindset with a customer, to a relationship-based one. In his new book Converted: The Data-Driven Way to Win Customers’ Hearts, Neil shows us how to sharpen our long-term marketing strategy and unleash true value.
NEIL'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

Lisa Loftis

Lisa Loftis

Principal Management Consultant, Customer Intelligence
SAS
Lisa Loftis a Principal on the SAS CI team is a CRM, CX, and BI expert with 30+ years of experience assisting organizations with customer strategy. She has worked with numerous large organizations in North America, South America, Europe, and the United Kingdom on all aspects of successful data governance, BI and CRM. She specializes in combining technology necessary to support CX and BI business strategies with organizational structures, executive leadership, and cultural factors required to migrate an organization toward effective implementation of customer strategies. Industries include Banking, Investment, Insurance, Telecommunications, Retail, Utilities, Entertainment, Manufacturing and Distribution, and Pharmaceutical, Health Care and Automotive Roadside Assistance. Lisa speaks frequently at national and international conferences, and has co-authored the book Building the Customer-Centric Enterprise, (John Wiley & Sons, 2001).
LISA'S SESSIONS

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

Amy Shioji

Amy Shioji

SVP, Corporate Strategy and Experience Officer
Strategic Education
Amy Shioji serves as the Senior Vice President and Corporate Strategy and Experience Officer for Strategic Education, Inc. In this role, Amy oversees student support initiatives and functions focused on improving student persistence, outcomes, and the end-to-end experience – including student-facing functions like Advising, Financial Aid, and Events. Amy also leads corporate strategy and planning, enabling her to influence both operational CX while driving transformational enterprise alignment around customer-centric processes, goals, and culture. A two-time customer officer, Amy has extensive experience delivering customer-driven growth strategies, and has led CX, customer service, and data science practices for companies such as USA TODAY and AARP. Amy also serves on the Board of Directors of the Customer Experience Professionals Association, the global governing and accreditation body of the customer experience management profession. In her spare time, Amy enjoys running, coaching, and training for ultra-marathons – though she considers CX her true “endurance” sport.
AMY'S SESSIONS

Doug Stephens

Doug Stephens

Retail And Consumer Futurist
Retail Prophet
Doug Stephens is one of the world’s leading retail and consumer futurists, not to mention as a top global retail influencer. Stephens’ research and insights help major organizations—such as Johnson & Johnson, BMW, Citibank, Disney, Google, and more—understand exactly how trends in demographics, global economics, AI, and media are forever altering consumer/brand relationships. What can we learn from our buyers (and browsers) to ensure that we look forward when it comes to innovating new retail strategies? Drawing on over 20 years of on-the-ground experience, Stephens will leave you feeling entertained, enlightened, and inspired to put his wisdom into action.
DOUG'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

Stephanie Thum

Stephanie Thum

Founding Principal
Practical CX
My CX career began in the B2B professional services world (Big Four accounting and law), but many people know me as one of the U.S. federal government's first agency-level heads of customer experience (2012-2016). During this time I also served as an advisor for President Obama's multiagency task force on customer service, now called customer experience. I'm a founding member of the Customer Experience Professionals Association and a Certified Customer Experience Professional (CCXP) with a background in corporate communication, business development, broadcasting, and PR. Just before launching Practical CX, I served as the chief advisor and CX subject matter expert for the federal team at Qualtrics, now owned by SAP, and spent some time working as part of the headquarters team for the Customer Experience Professionals Association (CXPA).
STEPHANIE'S SESSIONS

Annette Franz

Annette Franz

Founder and CEO
CX Journey
Annette Franz, CCXP is founder and CEO of CX Journey Inc. She has more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is an internationally recognized customer experience thought leader and coach. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Annette serves as Chairwoman on the Board of Directors of the Customer Experience Professionals Association (CXPA). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. And, finally, she is an Advisory Board Member for CX@Rutgers.
ANNETTE'S SESSIONS

Ajay Agrawal

Ajay Agrawal

Artificial Intelligence & Machine Learning Expert
Founder of The Creative Destruction Lab
Co-author of the definitive AI book Prediction Machines and founder of the Creative Destruction Lab. Agrawal illuminates the incoming realities of AI: how machine prediction presents us with a once-in-a-lifetime opportunity to optimize the way we do business, run governments, and provide healthcare—leaving us the space to be human where it really counts, in judgment and decision-making. Named the engineer of a “Billion Dollar Breakout” by The Globe and Mail—Agrawal comes at AI’s potential as an economist and business visionary. He holds a Ph.D. in Strategy and Economics and an M.Eng./MBA from the University of British Columbia. He’s served as a Visiting Scholar at MIT, London Business School, and Harvard University, as well as a Visiting Professor at Stanford.
AJAY'S SESSIONS

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