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12 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

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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

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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

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Breakout

3 :20 PM

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

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

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Main Stage

4 :15 PM

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

Happy Hour featuring DX Summit Jeopardy!

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

Rich Hein

Rich 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.
RICH'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

VP, Global Field Solutions Engineering
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, 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

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