Video Library

37 Sessions

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Thursday, February 25

11 :00 AM

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

[Keynote] The Identity Loyalty Imperative:  Understanding How to Create True Loyalty

Sponsored By

Main Stage

11 :45 AM

11 :45 AM - 12 :05 PM EST (20 mins)

[Breakout] A Guide to Customer Listening that Connects Experiences, Brand and Customer Missions

Sponsored By

Breakout

12 :05 PM

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

Networking Roulette

Networking Opportunity

12 :25 PM

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

[Panel Discussion] Effectively Leveraging Insights to Increase Customer Activity

Sponsored By

Main Stage

1 :00 PM

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

[Breakout] Use Customer Centric Design to Create Your Customer Service Strategy

Sponsored By

Breakout

1 :20 PM

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

Networking Break - Featuring Live Q&A with Americus Reed

Networking Opportunity

1 :40 PM

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

[Panel Discussion] Future Ready CX: A Holistic Approach to Your Customer Experience Toolbox

Sponsored By

Main Stage

2 :10 PM

2 :10 PM - 2 :30 PM EST (20 mins)

[Breakout] Moments that Make Experiences

Sponsored By

Breakout

2 :30 PM

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

Networking Break in the Virtual Tiki Bar

Networking Opportunity

2 :50 PM

2 :50 PM - 3 :15 PM EST (25 mins)

[Breakout] Taming the New Digital Frontier: 3 Ways To Supercharge Your CX

Sponsored By

Breakout

3 :20 PM

3 :20 PM - 4 :00 PM EST (40 mins)

[Keynote Address] Seizing the Moment: Creating a Customer Engagement Movement

Sponsored By

Main Stage

4 :15 PM

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

Happy Hour featuring DX Summit Jeopardy!

Networking Opportunity

Thursday, May 27

11 :00 AM

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

[Keynote] The Power of Tech Well Applied

Sponsored By

Main Stage

11 :45 AM

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

[Keynote] Agile CMS: An API-First Approach for Content, Technology and Speed

Sponsored By

Main Stage

12 :15 PM

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

[Panel] A Perfect Match: Customer, Business and Technology in Alignment

Main Stage

12 :45 PM

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

Demo Derby

Networking Opportunity

1 :15 PM

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

[Breakout] End-to-End Solutions for Agile and Scalable CX Delivery

Sponsored By

Breakout

1 :15 PM

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

[Breakout] Using Design Thinking Principles to Build a Customer Experience Stack

Sponsored By

Breakout

1 :45 PM

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

[Panel] Finding Your Digital CX Center of Truth

Main Stage

2 :15 PM

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

[Breakout] Practical Steps to Solving Complex Digital Transformation Challenges

Sponsored By

Breakout

2 :15 PM

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

[Breakout] Work Smarter, Not Harder: How a CDP Enables Operational Agility

Sponsored By

Breakout

2 :45 PM

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

[Networking] Meet the Speakers

Networking Opportunity

3 :15 PM

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

[Keynote] Delivering Innovation through Evolutionary Architecture Strategy at ZTech (AB InBev)

Main Stage

3 :45 PM

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

[Happy Hour] Murder at the Art Museum Virtual Scavenger Hunt

Networking Opportunity

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?

Sponsored By

Panel Discussion

12 :45 PM

12 :45 PM - 1 :05 PM EST (20 mins)

Watch & Win: Demo Derby

Main Stage

1 :10 PM

1 :10 PM - 1 :40 PM EST (30 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

Sponsored By

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, February 25

11 :00 AM

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

[Keynote] The Identity Loyalty Imperative:  Understanding How to Create True Loyalty

Sponsored By

Main Stage

11 :45 AM

11 :45 AM - 12 :05 PM EST (20 mins)

[Breakout] A Guide to Customer Listening that Connects Experiences, Brand and Customer Missions

Sponsored By

Breakout

12 :05 PM

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

Networking Roulette

Networking Opportunity

12 :25 PM

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

[Panel Discussion] Effectively Leveraging Insights to Increase Customer Activity

Sponsored By

Main Stage

1 :00 PM

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

[Breakout] Use Customer Centric Design to Create Your Customer Service Strategy

Sponsored By

Breakout

1 :20 PM

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

Networking Break - Featuring Live Q&A with Americus Reed

Networking Opportunity

1 :40 PM

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

[Panel Discussion] Future Ready CX: A Holistic Approach to Your Customer Experience Toolbox

Sponsored By

Main Stage

2 :10 PM

2 :10 PM - 2 :30 PM EST (20 mins)

[Breakout] Moments that Make Experiences

Sponsored By

Breakout

2 :30 PM

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

Networking Break in the Virtual Tiki Bar

Networking Opportunity

2 :50 PM

2 :50 PM - 3 :15 PM EST (25 mins)

[Breakout] Taming the New Digital Frontier: 3 Ways To Supercharge Your CX

Sponsored By

Breakout

3 :20 PM

3 :20 PM - 4 :00 PM EST (40 mins)

[Keynote Address] Seizing the Moment: Creating a Customer Engagement Movement

Sponsored By

Main Stage

4 :15 PM

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

Happy Hour featuring DX Summit Jeopardy!

Networking Opportunity

Thursday, May 27

11 :00 AM

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

[Keynote] The Power of Tech Well Applied

Sponsored By

Main Stage

11 :45 AM

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

[Keynote] Agile CMS: An API-First Approach for Content, Technology and Speed

Sponsored By

Main Stage

12 :15 PM

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

[Panel] A Perfect Match: Customer, Business and Technology in Alignment

Main Stage

12 :45 PM

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

Demo Derby

Networking Opportunity

1 :15 PM

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

[Breakout] End-to-End Solutions for Agile and Scalable CX Delivery

Sponsored By

Breakout

1 :15 PM

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

[Breakout] Using Design Thinking Principles to Build a Customer Experience Stack

Sponsored By

Breakout

1 :45 PM

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

[Panel] Finding Your Digital CX Center of Truth

Main Stage

2 :15 PM

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

[Breakout] Practical Steps to Solving Complex Digital Transformation Challenges

Sponsored By

Breakout

2 :15 PM

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

[Breakout] Work Smarter, Not Harder: How a CDP Enables Operational Agility

Sponsored By

Breakout

2 :45 PM

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

[Networking] Meet the Speakers

Networking Opportunity

3 :15 PM

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

[Keynote] Delivering Innovation through Evolutionary Architecture Strategy at ZTech (AB InBev)

Main Stage

3 :45 PM

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

[Happy Hour] Murder at the Art Museum Virtual Scavenger Hunt

Networking Opportunity

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?

Sponsored By

Panel Discussion

12 :45 PM

12 :45 PM - 1 :05 PM EST (20 mins)

Watch & Win: Demo Derby

Main Stage

1 :10 PM

1 :10 PM - 1 :40 PM EST (30 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

Sponsored By

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

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

Americus Reed II

Americus Reed II

The Whitney M. Young Jr. Professor of Marketing, Co-Founder of Persona Partners
The Wharton School
Americus Reed II is the Whitney M. Young Jr. Professor of Marketing at The Wharton School, University of Pennsylvania, where he has served on faculty since 2000.  Reed is the world’s leading expert on “Identity” and its interface between social science and business.  He brings 25 years of research, teaching and consulting experience in leveraging deep social psychological analysis on the topic of “Identity” and the complexity of how a person, organization, brand, or service creates self-expression and interfaces with various domains of business.   Reed has worked with numerous fortune 100 organizations, including Estee Lauder, Google, Pearson, Microsoft, and Disney. An avid musician and athlete, he is a tireless educator with infinite energy. He has authored more than 50 articles, book chapters and cases on the topic. He also has been featured on CNN, CNBC, Forbes, Wall Street Journal, Huffington Post, New York Times, NPR, the Hidden Brain Podcast, and Knowledge at Wharton. Reed hosts the podcast, Marketing Matters, which airs live on Wednesdays on Wharton’s Sirius XM Channel 132 Business Radio. He teaches customer analysis, branding, and consumer psychology to undergraduate, graduate, doctoral, and executive students.
AMERICUS'S SESSIONS

Nicole Kealey

Nicole Kealey

Chief Strategy Officer
Alida
Nicole Kealey is a skilled marketing leader with over 20 years of experience in growing transformative software businesses and executing global go-to-market strategies. As Chief Strategy Officer at Alida, Nicole leads the company’s global strategy and marketing function. She is responsible for spearheading the corporate initiatives that drive Alida’s growth in the Customer Experience Management (CXM) market. Prior to joining Alida, Nicole held senior leadership roles at SAP and Adobe. Her experience spans numerous software segments including CXM, enterprise resource planning (ERP), data management & analytics, and content management.
NICOLE'S SESSIONS

Carole McCluskey

Carole McCluskey

Chief Customer Officer
Tealium
Carole McCluskey is a seasoned executive with experience on both the sell side and buy side of technology.  An empathic leader, she is passionate about making customers wildly successful and inspiring the organizations responsible for doing so.  She has been the chief information and technology officer at TrueBlue, MOD Pizza and Outerwall (the automated retail solutions developer responsible for redbox®, Coinstar® and ecoATM®), and held executive customer success roles at TIBCO Software, Sage Intacct, and Edifecs.  She serves on the board of directors for Myndshft and advises a number of early stage technology companies.  She earned her B.S. in Industrial Technology-Digital Systems from California State University at Fresno.
CAROLE'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

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

Michele Bartram

Michele Bartram

Chief 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

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

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

Tyler Lessard

Tyler Lessard

Chief Video Strategist
Vidyard
Tyler is a truly engaging, dynamic and entertaining thought leader in the areas of B2B marketing, content marketing, video marketing and video selling. As Chief Video Strategist at Vidyard, he’s spent more nearly 10 years immersed in the world of B2B video, helping to define and share the latest best practices and industry trends for creating remarkable customer experiences with video across all aspects of marketing and sales. Author of The Visual Sale, Tyler is a frequent speaker on a diverse range of topics including video marketing, video production, video selling, personalization, account-based marketing, modern demand generation practices and how to blend art and science to create stand-out experiences at scale.
TYLER'S SESSIONS

Matthew Schaeffer

Matthew Schaeffer

Manager, Data & Content Operations
REI
Matthew is manager of the Content Operations team at REI and spends his days creating and optimizing tools, systems, and processes to help content creators work more effectively. He’s currently working to build a digital publishing platform that will enable REI to deliver their customers the content they need when they need it. Before joining REI, Matthew spent almost two decades as a journalist and editor at Forbes, MSN News and other media outlets and startups.
MATTHEW'S SESSIONS

Paige O'Neill

Paige O'Neill

Chief Marketing Officer
Sitecore
As CMO of Sitecore, Paige has more than 20 years of marketing experience and is a 7 time CMO. Her diverse experience crosses martech, customer experience (CX), enterprise software and SaaS. Paige is a frequent conference speaker and regularly appears on “top” marketing lists from publications such as OnCon , MarTech Series and Top Rank Marketing. She is also one of the top 20 female tech marketers according to B2B Magazine. Paige recently launched a series of chats with other professionals on her LinkedIn page, discussing marketing and leading amid a pandemic, which LinkedIn Learning highlighted as a best practice use case.
PAIGE'S SESSIONS

Matt Crocker

Matt Crocker

Director of Marketing
TABLE
Marketing, training, and sales have been a vital part of Matt’s work portfolio for nearly two decades. From his early days at Sony Electronics to his time at Samsung and other industry tech giants, Matt has honed his ability to deliver a quality experience to customers and build motivated and empowered teams. Now the Director of Marketing at TABLE, Matt is focused on helping businesses and organizations get the most from a digital-first world through excellent experiences.
MATT'S SESSIONS

Cristian Petschen

Cristian Petschen

CEO
TABLE
Cristian began his customer experience journey after graduating from the Rhode Island School of Design as an architect and physical experience designer, working on innovative stadiums and hotels including Shea Stadium in New York and the American Airlines Arena in Miami. After completing his MBA, in 2004 he founded and led the IM-AT Group, a hybrid design, consulting, and implementation firm that focused on retail and experiential projects for large companies in the Latin American market like CocaCola, Delta Airlines, Grand Vision, Entel/Vodafone, Ripley, and Falabella, where he completed over 400 projects and grew the company to 200 employees. Cristian’s passion for CX continues to this day, having helped dozens of major companies create award-winning and transformative experiences for their customers.
CRISTIAN'S SESSIONS

Telisa Yancy

Telisa Yancy

Chief Operating Officer
American Family Insurance
Telisa was named Chief Operating Officer of American Family in 2019. She has primary accountability for the Personal, Commercial-Farm/Ranch, and Life lines of business, as well as our Sales and Claims operations. She joined American Family in 2009 as Advertising Director in the Marketing Division and was promoted to Vice President of Marketing in 2013. Telisa was named Chief Marketing Officer in 2016. In her marketing roles, Telisa oversaw all branding, marketing and advertising activities for the company, including launching the award-winning "Dreams" campaign in 2011 and its numerous extensions. She also introduced the concept of inspirational brand ambassadors to serve as “dream champions”. Prior to joining American Family, she served in sales, marketing and general management leadership positions at several companies, including Ford Motor Co. and Burger King. In 2016 Telisa was named to the prestigious EBONY POWER 100 list. She also earned spots on Savoy magazine's 2014, 2016 and 2018 list of Top 100 Most Influential Blacks in Corporate America, and Top Influential Women in Corporate America. Telisa was appointed to the board of directors for National Public Radio (NPR) in 2019. Telisa is a graduate of the University of Illinois and earned an MBA from Kellogg School of Management at Northwestern University.
TELISA'S SESSIONS

Jeff McPherson

Jeff McPherson

Partner, Chief Digital Officer
SilverTech
Jeff not only serves as a partner at SilverTech, but he also considers himself a partner to our clients. He gets his energy from meeting new people, jumping into their businesses and becoming part of their team. He thrives on quickly picking up the nuances of our clients’ various industries to offer expert strategies that will give them a competitive edge. But, more importantly, Jeff has a great reputation for driving projects and working with Fortune 500-level executive teams to get results. These days, he spends most of his time hanging around airports…not only because of how often he visits clients, but also because he has a reputation for having the worst travel luck of all time…which is why we make it a point to book any flight except the one Jeff’s on. Don’t say we didn’t warn you.
JEFF'S SESSIONS

Mark Gindick

Mark Gindick

Actor & Commedian
Host
Mark Gindick is a professional actor, clown, physical comedian, director, teacher and writer/creator of his own theatrical shows. Wing-Man, his original theatrical piece without one spoken word, won BEST ONE-MAN SHOW in United Solo Theatre Festival, the largest solo festival of it’s kind in the world. Mark has appeared in major feature films, including the Nora Ephron comedy Julie & Julia with Meryl Streep; on televison, The Late Show with David Letterman, Late Night with Conan O’Brien and was featured in The PBS mini series CIRCUS; starred Off-Broadway and at the Edinburgh Theatre Festival in the New York Times acclaimed hit The Comedy Trio Happy Hour; clowned on circuses such as Cirque Du Soleil, Ringling Brothers and the Big Apple Circus as well as teaching clowning at SUNY Purchase College and other New York City venues. Mark wrote and starred in How To Be A Man at the Palace of Variety on 42nd Street (NYC) and Mark’s unique blend of vaudeville, dance, and physical comedy earned him three Golden Nose Awards.
MARK'S SESSIONS

Kara Swisher

Kara Swisher

Host of the "Sway" Podcast
New York Times Opinion
Kara Swisher is the host of “Sway,” the new twice-weekly interview podcast about power by New York Times Opinion. She has been a contributing Opinion writer since 2018. Considered the top reporter in the tech game, Swisher has been reporting on the industry since the early 1990s. She was there when Amazon was looking for its first headquarters in Seattle, when Google was in its garage and when Netflix was just a small startup. Once called Silicon Valley's most feared but revered journalist by New York magazine, Swisher has established herself as the oracle of the tech world with unrivaled access to the industry's most significant leaders. As the host of her other award-winning podcast shows, Recode Decode and Pivot, Swisher interviews tech execs, politicians, celebrities about their big ideas and how they're changing our world. Through enlightening conversations with people like Tesla CEO Elon Musk, former Secretary of State Hillary Clinton, Facebook CEO Mark Zuckerberg, and many more, the show uncovers and explains how our digital world is changing and how it changes us.
KARA'S SESSIONS

Mayur Anadkat

Mayur Anadkat

Vice President of Marketing
Acquire
Mayur Anadkat is the Vice President of Marketing at Acquire leading a dynamic team that drives awareness, engages buyers, and generates demand. With 20+ years of experience in the contact center and customer experience industries, Mayur specializes in technology marketing for SaaS companies. Prior to joining Acquire, he worked at Five9, Genesys, and Avaya and has an MBA from Santa Clara University.
MAYUR'S SESSIONS

Neha Sampat

Neha Sampat

Chief Executive Officer & Founder
Contentstack
Neha is Founder & CEO at Contentstack. An outspoken advocate for equality & women leaders, Neha was named Tech Trailblazer in 2020, CEO of the Year by Aragon in 2018 and a “SF Business Times 40 under 40” honoree in 2015. She is recognized for raising a sizable Series A of $31.5M for enterprise SaaS.
NEHA'S SESSIONS

Sarah Kimmel

Sarah Kimmel

Vice President, Research
Simpler Media Group
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, digital workplace, learning and development, talent management and diversity & inclusion.   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

Anjali Subburaj

Anjali Subburaj

Ambassador and Digital Commerce Chief Architect
MACH Alliance
Dr Anjali Subburaj earned her doctorate in physics and became a researcher and lecturer in physics at University of Mumbai before emigrating to the UK 1999. After changing career and starting in an IT support role, she progressed her technology career in architecture. Anjali then moved to Salesforce where she gained expertise in cloud architecture and achieved Certified Technical Architect status. Dedicated to her continuous professional development, Anjali then joined Mars, where she applies her extensive knowledge and expertise to develop innovative strategies in the area of Digital Commerce. Anjali is winner of Computing UK Magazine’s “Technology Hero of the Year” award for 2020. As a technology leader, Anjali believes in opening up the channels of communication between IT and business, in order to foster a culture of change that supports agility.
ANJALI'S SESSIONS

Goncalo Veiga

Goncalo Veiga

Head of User Experience
OutSystems
Goncalo Veiga is the Director of User Experience at OutSystems, leading teams of designers, researchers and writers dedicated to creating a low-code platform that enables any company to easily create compelling digital experiences across touchpoints. After a decade of developing and leading software development teams, he has spent the last 10 years figuring out how to design and, especially, automate amazing application experiences so that they are accessible to all kinds of developers. Throughout his career, Gonçalo has influenced the user experience of thousands of mobile and web applications across the globe. He lives in sunny Lisbon, Portugal.
GONCALO'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

Stephanie Grgurich

Stephanie Grgurich

Vice President of Digital Experience
OSF Healthcare
Stephanie Grgurich is the Vice President of Digital Experience at OSF Healthcare, an integrated healthcare system consisting of 145 clinical locations, including 15 hospitals and 26k employees, serving patients across the states of Illinois and Michigan. In this leadership role, Stephanie is responsible for developing the organizational strategy for digital innovation to expand and enhance the Digital Front Door experience for all patient served. In addition, Stephanie has operational oversight of the clinical and non-clinical contact center operations which includes triage and patient support services. With over 18 years of experience leading customer centric operations, Stephanie is passionate about the delivery of exceptional consumer experiences and the creation of digital delivery platforms that allow for frictionless interactions for both employees and consumers.
STEPHANIE'S SESSIONS

Grant Jones

Grant Jones

Account Executive
Acquire
Grant Jones is an experienced sales executive who is passionate about customer experience and helping organizations unlock the value of CX technology. Grant joined Acquire in 2019 and has been on the forefront of assisting clients with digital transformation initiatives.
GRANT'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

Gal Oppenheimer

Gal Oppenheimer

Director of Solutions Architects
Contentstack
Gal Oppenheimer is the Director of Contentstack’s solutions architecture team who helps enterprises realize their digital transformation, connect with their customers and drive their business forward through new Content experiences. Gal has worked with many of Contentstack’s customers such as LEGO, Blizzard, Airbnb, SAP, Blizzard, StockX, Burberry, and Shell.
GAL'S SESSIONS

Jill Grozalsky

Jill Grozalsky

Product Marketing Director
Sitecore
Jill Grozalsky is an award-winning digital marketer and former Sitecore Strategy MVP with an expertise in personalization, user segmentation, testing, and comprehensive marketing strategies. As a Product Marketing Director at Sitecore, Jill is responsible for helping to bring products from concept to commercialization - communicating feature value and use cases for Sitecore’s core platform. Previously Jill served as Director of Digital Strategy at Brainjocks, overseeing both the strategy and creative teams to deliver the best customer-centric experiences possible and helping clients develop digital roadmaps and marketing programs aimed at achieving near-term results and long-term growth.
JILL'S SESSIONS

Agata Bugaj

Agata Bugaj

VP of Product and Design
FullStory
Agata is the VP of Product at FullStory, where she leads the Product Management, Design, and Analytics teams. Prior to joining FullStory, she led digital teams at The Home Depot, spent several years in consulting at Bain & Co, and started her career as a software engineer at IBM. She is passionate about data and research-backed decision making, aligning teams to scale, and building customer-centric products that create better experiences for end users.
AGATA'S SESSIONS

Jeremy Levy

Jeremy Levy

Co-Founder and CEO
Indicative
Jeremy Levy is the CEO and Co-Founder of Indicative, the only Product Analytics platform for the data warehouse. He is a serial entrepreneur and a veteran of New York City’s Silicon Alley. Jeremy Co-Founded Xtify, the first Mobile CRM for the Enterprise, acquired by IBM in 2013. He also Co-Founded MeetMoi, a pioneering location-based dating service for mobile sold to Match.com in 2014.
JEREMY'S SESSIONS

Jeff Bielski

Jeff Bielski

Vice President, Digital Platforms
Discover Financial Services
Jeff Bielski is VP of Digital Platforms for Discover where he leads the modernization of the enterprise’s MarTech & AdTech capabilities. By bridging the gap between business and technology, these capabilities enable key stakeholders to deliver impact through improved customer experiences. He has held leadership roles across Marketing and Risk Management where his experience spans digital marketing, direct mail, partnership programs, underwriting, analytics, forecasting and the corresponding technology platforms. Jeff is a graduate of the University of Iowa and earned an MBA from Kellogg School of Management at Northwestern University. In his free time, Jeff can be found exploring new cities and ski slopes while cheering his daughters on in life’s adventures.
JEFF'S SESSIONS

Dana Crandall

Dana Crandall

SVP, Customer Experience Transformation and Customer Center Operations, West Division
Comcast
Dana Crandall is Senior Vice President of Customer Experience Transformation and Customer Center Operations for Comcast’s West Division. In this role, she is responsible for dramatically transforming the residential customer experience for the West Division’s $13 billion enterprise. This work entails reengineering business processes, technology, and culture for residential customers. Since this transformation, there has been dramatic improvement in Net Promoter Score and related customer indices. Crandall has more than 30 years of experience in executive management and global operations. Prior to joining Comcast, she was Managing Director and Chief Information Officer of British Telecom (BT).
DANA'S SESSIONS

Gary Schoch

Gary Schoch

VP & Global GTM Leader – Digital Experience and Commerce
HCL
Gary Schoch has more than 27 years of experience in the areas of digital strategy, M&A, business development, partnerships and delivery of complex digital transformation projects.  With an emphasis in Customer Experience solutions, Gary’s projects for the global 500 drove consistent YoY double digit profitable growth against global annual revenue targets of $300M, and he led global delivery teams ranging from 20 to 250. Mr. Schoch’s teams delivered some of the highest volume Digital Experience, Marketing and Commerce implementations in the world including Google, Apple, Costco, Luxottica, Staples, IKEA, Target, Fast Retailing, and IBM.com at HCL and previously, with Infosys Digital and Publicis Sapient. Successful projects were focused on creating next generation commerce and marketing programs that drove relevant personalized experiences across the customer journey by unlocking data insights that could be used to inform all digital platforms in a more predictive manner. Recent efforts have included capturing insights from unstructured data to create relevant marketing content.
GARY'S SESSIONS

Cory Munchbach

Cory Munchbach

COO
BlueConic
Cory has spent her career on the cutting edge of marketing technology and brings years working with Fortune 500 clients from various industries to BlueConic. Before joining the BlueCrew, she was an analyst at Forrester Research where she covered business and consumer technology trends and the fast-moving marketing tech landscape. A sought-after speaker and industry voice, Cory’s work has been featured in Venture Beat, Wired, AdAge, and AdWeek, as well as spoken at conferences such as FutureM, MITX, and the Association of National Advertisers. A life-long Bostonian, Cory has a bachelor’s degree in political science from Boston College and spends a considerable amount of her non-work hours on various volunteer and philanthropic initiatives in the greater Boston community. The rest of that time is spent hanging with family and friends; running around with her rescue dog; or – most likely of all – reading. Follow Cory on Twitter @CorinneJames.
CORY'S SESSIONS

Rajya Lakshmi Yanamandala

Rajya Lakshmi Yanamandala

Chief Technology Officer, FinTech, ZTech
AB InBev
Rajya Lakshmi Yanamandala is the Chief Technology Officer, FinTech for ZTech at AB InBev. In this role she develops evolutionary architecture strategies to optimize across all domains, covering enterprise, application, infrastructure, security, DevOps and data, and owns the tech stack that supports the game-changing suite of global ZTech FinTech products. Rajya is a seasoned technology executive, with expansive expertise leading digital transformation strategy, operational improvements and software application development; DevSecOps and the latest technologies to improve business value.
RAJYA'S SESSIONS

Charlene Li

Charlene Li

Founder & Senior 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

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

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

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

John LaMaina

John LaMaina

Solution Advisor
SAP
Jack is a Solution Advisor on the SAP Customer Experience Team. In bridging the gap between business and technology, his job is turning complex problems into value creating opportunities for customers showing the power of SAP CX in supporting their digital transformation goals.
JOHN'S SESSIONS

Samantha Ngo

Samantha Ngo

Director 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

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, 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

Nuno Pedro

Nuno Pedro

Global Head Commerce Solutions
SAP
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

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