Video Library

Check out the content from our Q1 2022 conference!

19 Sessions

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Wednesday, February 16

11 :00 AM

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

[Welcome and Opening Keynote] Unlocking the Full Power of the Customer Experience

Sponsored By

Main Stage

11 :45 AM

11 :45 AM - 12 :15 PM EST (30 mins)

[Main Stage Keynote] Level Up to a Digital-First Customer Experience Program

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

12 :45 PM

12 :45 PM - 1 :00 PM EST (15 mins)

Lunch & DX Challenge Time

1 :00 PM

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

[Discussion] Successful Strategies for Customer Listening

Panel Discussion

1 :35 PM

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

[Breakout] Composability: Just Another Buzzword or the Key to Your Digital Future?

Sponsored By

Breakout

1 :35 PM

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

[Breakout] Key Trends Driving Your Data Strategy

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] 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] How the Pandemic Forever Transformed Customer Experience

Main Stage

3 :40 PM

3 :40 PM - 4 :30 PM EST (50 mins)

[Happy Hour] Virtual Name That Tune!

Networking Opportunity

Thursday, February 17

11 :00 AM

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

[Welcome and Keynote Address] Lessons from the World’s Most Innovative Companies

Main Stage

11 :50 AM

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

[Main Stage Breakout] The Digital Experimentation Model in the Experience Economy

Sponsored By

Main Stage

12 :10 PM

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

[Demo Derby]

Sponsored By

Main Stage

12 :30 PM

12 :30 PM - 1 :00 PM EST (30 mins)

[Panel] Action Plans for Results-Driven KPIs

Sponsored By

Panel Discussion

1 :05 PM

1 :05 PM - 1 :30 PM EST (25 mins)

[Panel] Effectively Leveraging Insights to Increase Customer Activity

Panel Discussion

1 :35 PM

1 :35 PM - 2 :10 PM EST (35 mins)

[Closing Keynote] AI Prediction with Human Judgment

Main Stage

2 :10 PM

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

[AMA] Live "Ask Me Anything" Q&A with Neil Hoyne

Networking Opportunity

Wednesday, February 16

11 :00 AM

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

[Welcome and Opening Keynote] Unlocking the Full Power of the Customer Experience

Sponsored By

Main Stage

11 :45 AM

11 :45 AM - 12 :15 PM EST (30 mins)

[Main Stage Keynote] Level Up to a Digital-First Customer Experience Program

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

12 :45 PM

12 :45 PM - 1 :00 PM EST (15 mins)

Lunch & DX Challenge Time

1 :00 PM

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

[Discussion] Successful Strategies for Customer Listening

Panel Discussion

1 :35 PM

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

[Breakout] Composability: Just Another Buzzword or the Key to Your Digital Future?

Sponsored By

Breakout

1 :35 PM

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

[Breakout] Key Trends Driving Your Data Strategy

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] 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] How the Pandemic Forever Transformed Customer Experience

Main Stage

3 :40 PM

3 :40 PM - 4 :30 PM EST (50 mins)

[Happy Hour] Virtual Name That Tune!

Networking Opportunity

Thursday, February 17

11 :00 AM

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

[Welcome and Keynote Address] Lessons from the World’s Most Innovative Companies

Main Stage

11 :50 AM

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

[Main Stage Breakout] The Digital Experimentation Model in the Experience Economy

Sponsored By

Main Stage

12 :10 PM

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

[Demo Derby]

Sponsored By

Main Stage

12 :30 PM

12 :30 PM - 1 :00 PM EST (30 mins)

[Panel] Action Plans for Results-Driven KPIs

Sponsored By

Panel Discussion

1 :05 PM

1 :05 PM - 1 :30 PM EST (25 mins)

[Panel] Effectively Leveraging Insights to Increase Customer Activity

Panel Discussion

1 :35 PM

1 :35 PM - 2 :10 PM EST (35 mins)

[Closing Keynote] AI Prediction with Human Judgment

Main Stage

2 :10 PM

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

[AMA] Live "Ask Me Anything" Q&A with Neil Hoyne

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

Rich Hein

Rich Hein

Editor-in-Chief, CMSWire
Simpler Media Group
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

Chris Cobb

Chris Cobb

Vice President, Design
Nerdery
Chris Cobb joined Nerdery in January 2021 bringing more than 15 years of design and leadership experience. Chris has worked with notable organizations including SapientNitro, Second Story, and most recently, Space150, where he established a long track record of helping a broad range of clients solve their business challenges using technology and design. In his role as Vice President of Design at Nerdery, Chris leads the company’s experience design (XD) capabilities and elevates XD as a core component of Nerdery’s overall business strategy and culture. Chris is passionate about and has been actively involved in fostering dialogue around diversity, equity and inclusion to ensure the right perspectives are at the table and there's a commitment to build pipelines of diverse talent. He earned his Bachelor of Fine Arts degree in graphic communications from the University of Southern Mississippi.
CHRIS'S SESSIONS

Mark Smith

Mark Smith

VP of Digital Engagement Solutions
CSG
As Vice President of Digital Engagement at CSG, Mark Smith draws from more than 20 years of global experience helping businesses deliver better consumer engagement through solutions that unify the “logic” layer of today’s customer-facing technology. The founder of Quadstone and then Kitewheel, Smith is an industry pioneer regarding the analytics of customer behavior and orchestration of customer journeys.
MARK'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 Product Marketing Manager
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

Annette Franz

Annette Franz

Coach, Keynote Speaker
author of Putting the """"Customer"""" in Customer Experience
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

Gene Sutch

Gene Sutch

Director, Revenue Strategy and Analysis
Metropolitan Washington Airports Authority
Gene Sutch is the Director, Revenue Strategy and Analysis at the Metropolitan Washington Airports Authority (MWAA) where he is responsible for Business Intelligence analytics for Customer Feedback, Shopping and Dining, Ground Transportation and Aviation Statistics focusing on enhancing the customer experience and increasing non-airline revenue for Reagan National and Dulles international airports. His responsibilities also include developing and implementing revenue enhancement strategies, and tracking, analyzing and forecasting non-airline revenue, air traffic and passenger flow analytics. Prior to working at MWAA, Gene was an executive at the United States Postal Service he was responsible for business analytics and managing the capital investments budget of over $2 billion annually. Gene was also an adjunct professor at Syracuse University where he taught IT Capital Planning in the graduate Information Technology program.
GENE'S SESSIONS

Sean Rusinko

Sean Rusinko

Sr. Director, Product Marketing, DX
Progress Software
Sean’s focus lies within closing the gap between the promise of digital experience technology and the CMOs strategic business plan. His experience blends 15yrs building and leading global digital strategy and management consulting teams, and leading GTM strategy for growth-stage enterprise technology companies.
SEAN'S SESSIONS

Scott Snowden

Scott Snowden

Partner
Flywheel Strategic
Are you looking to improve the digital experience for your brand or business? Scott's passion is creatively engineering new ways for clients to stand out. As a partner at Flywheel Strategic, Scott helps brands and businesses grow using modern digital marketing, web development and sales & marketing automation. Scott brings a keen sense of curiosity and determination to all new business problems. To do that, you need to ask the right questions and take time to understand the context of each client's position in the market. This business-first approach has allowed Scott’s clients to reach new heights with clever web strategies, streamlined operations and engaging communication. Get to know Flywheel and Scott a little better at: www.flywheelstrategic.com.
SCOTT'S SESSIONS

Sav Khetan

Sav Khetan

Head of Product Strategy
Tealium
Sav Khetan is the Vice President, Product at Tealium. He has 2 decades of digital marketing, martech strategy and personalization experience under his belt, and is an advocate of leveraging workflow, content, tools and insights to unlock the real potential of first party data. In his role at Tealium, Sav helps brands make the transition from channel-based to audience-based marketing through the intersection of technology, data and operational strategy.
SAV'S SESSIONS

Adrian Speyer

Adrian Speyer

Head of Community
Higher Logic
ADRIAN'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

Dom Nicastro

Dom Nicastro

Senior Staff Reporter
SMG / CMSWire
Dom Nicastro is a Boston-based managing editor at CMSWire. The former editor-in-chief of a daily newspaper and current radio talk show host in the Boston area, he served as a senior reporter for SMG/CMSWire prior to his new role effective Feb. 2022. He covers digital experience, digital marketing and customer experience management.
DOM'S SESSIONS

Doug Stephens

Doug Stephens

Retail and Consumer Futurist
Author and Founder of 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

Jared Murawski

Jared Murawski

Sr. Demand Generation Manager
AB Tasty
Jared leads demand generation in North America for AB Tasty and his focus is on establishing AB Tasty as a market leader in CX/DX through thought leadership and positive customer experiences. With over 10 years of marketing, demand generation and optimization experience, Jared has brought awareness and brand affinity to companies in multiple industries including retail, SaaS and higher education.
JARED'S SESSIONS

Jennifer Pearson

Jennifer Pearson

Associate Systems Engineer
SAS
Jennifer Pearson is an Associate Systems Engineer within the Global Customer Intelligence Practice at SAS. She is passionate about helping SMB and Enterprise organizations advance their customer transformation journey to help them create relevant, targeted, and individualized communications across all channels. Jennifer is skilled at taking the time to understand each organization’s unique business challenges and uses that information to provide personalized product demonstrations and technical knowledge about SAS products. She started at SAS in 2020 and holds a B.S. in Marketing from North Carolina State University.
JENNIFER'S SESSIONS

Jonathan Read

Jonathan Read

Sales Engineer
Progress
JONATHAN'S SESSIONS

Stephanie Thum

Stephanie Thum

Founding Principal
Practical CX
Stephanie is a Certified Customer Experience Professional (CCXP), founder of Practical CX, and a founding member of the Customer Experience Professionals Association (CXPA). She is a sought-after expert on global customer experience topics, a frequent podcast guest, webinar presenter, expert source often quoted in the trade press, and published in the scholarly world. She has written and spoken extensively on customer experience strategy, global voice of the customer techniques, metrics, communication, and customer experience governance in multiple sectors. Stephanie started her customer experience career in the B2B world and eventually went on to become one of the U.S. federal government’s first agency-level customer experience leaders. She currently works with government agencies, B2B firms, technology companies, and marketing firms. She resides in the Washington, D.C. area.
STEPHANIE'S SESSIONS

Brad Schlachter

Brad Schlachter

VP
Simpler Media Group
Brad Schlachter is head of audience growth and engagement for Simpler Media Group. He brings more than 20 years of experience working for leading media, technology and entertainment organizations. Schlachter has served as the marketing lead for Motor Trend OnDemand, the world’s premier OTT automotive video destination, and a leader in on-demand content for automotive enthusiasts. He was the vice president of marketing at Hallmark Labs, the digital, direct-to-consumer arm of Hallmark Cards Inc., during the launch of its SVOD (subscription video on demand) service. Prior to his focus on media publications and OTT video services, he held various senior level positions in the interactive entertainment space for companies such as Major League Baseball, Disney, and Microsoft.
BRAD'S SESSIONS

Christopher Labrecque

Christopher Labrecque

Director, Strategy & Analytics
Vidyard
CHRISTOPHER'S SESSIONS

Jessica Hutchinson

Jessica Hutchinson

VP of Product & Digital Marketing
Optimizely
Jessica Hutchinson is the VP of Product and Digital Marketing at Optimizely, the leading digital experience platform provider. In her role, she leads product marketing and digital strategy and execution for the organization, making data-driven decisions rooted in experimentation and analysis using both quantitative and qualitative metrics. With 15+ years of experience in the industry, Jessica has substantial knowledge and expertise in leading and managing teams and executing innovative, scalable, and sustainable digital solutions.
JESSICA'S SESSIONS

Michele Bartram

Michele Bartram

Customer Experience Officer
U.S. Census Bureau
The U.S. Census Bureau’s first Customer Experience Officer, Michele Bartram currently leads CX and related digital transformation strategies. Prior to joining the Census Bureau, she served in senior customer experience, digital transformation and communications roles in three other federal agencies, including recently in the Commerce Department’s BusinessUSA, winning the President’s Award for Customer Service. Prior to that she served in the Government Publishing Office (GPO) overseeing the U.S. Government Online Bookstore and related marketing. Her first government role was with the United States Mint where she launched the first digital division and ecommerce site in federal government. She started her career in IBM’s National Federal Marketing Division in Maryland as a systems engineer and technology solution consultant for federal agencies such as HHS, SBA, NCUA plus the World Bank. After that, she led major digital and marketing initiatives—including Top 30 ecommerce businesses— in the US and Europe with such major brands as: Lane Bryant, Sears, Rand McNally, Kenneth Cole, Calvin Klein, iVillage.com, Reeds Jewelers, Seagram’s, and Baskin Robbins International. Ms. Bartram earned a Master of Science in Integrated Marketing Communications from West Virginia University and a Bachelor of Science degree in Computer Science from the University of North Carolina at Chapel Hill, where she was a James M. Johnston Scholar.
MICHELE'S SESSIONS

Mark Nardone

Mark Nardone

Executive Vice President
PAN Communications
Mark Nardone is the Executive Vice President of PAN Communications with 25+ years of experience in marketing and PR. He oversees the firm’s strategic direction across brand marketing and business development efforts. Mark’s ability to engage audiences and remain dynamic was the driving force behind PAN’s move to integrated marketing communications. Mark has built PAN’s Voice of the Customer program from the ground up, leveraging strategy and exceptional customer experiences to help drive retention and revenue for the firm.
MARK'S SESSIONS

Omar Miller

Omar Miller

Director, MarTech Solutions and Implementation
FCB Chicago
Omar Miller leads the MarTech practice at FCB Chicago where he leverages data, creativity, and technology to help brands increase customer engagement and deliver personalized experiences at scale. With a career in CRM, customer experience, and MarTech spanning 15 years, he brings extensive expertise in healthcare, consumer packaged goods, financial services, and nonprofit/higher education. Using a customer first mindset, Omar designs client solutions with a keen focus on how operational planning and excellence are the foundation of customer engagement success.
OMAR'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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