Virtual Conference – May 2022

NextGen Customer Service Excellence

Today’s customer experience innovators excel at multi-generational, digital-centric, data-integrated service centers. Learn from the leaders at DX Summit ‘22.

Digital Experience Summit Virtual Executive Summit: May 18-19, 2022

Learn from leaders who are accelerating positive business growth through best-in-class customer service, intelligent automation, CDPs, modern chatbots, conversational assistants and personalized engagement.

Topics will include:

  • Call Center Innovation – Intelligent Automation, Artificial Intelligence, Prescriptive Analytics and More

  • Voice of the Customer Best Practices – Operationalizing VoC Across Customer Touch and Service Points

  • The Omnichannel Conundrum – Leveraging Customer Data and Personalization in a Privacy Conscious World

  • Human vs Bots – Balancing Self Service, Conversational AI/ML and RPA with Human Touch

  • Hybrid & Remote Call Centers – Lessons Learned from 2020 to 2022

Q2 Session Now Available On Demand

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Spring Session Starts May 18, 2022

Days
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Series Schedule & Agenda

15 Sessions

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Wednesday, May 18

11 :00 AM

11 :00 AM - 11 :35 AM EST (35 mins)

[Welcome and Opening Keynote] Personalization in a Privacy Conscious World

Main Stage

11 :40 AM

11 :40 AM - 12 :00 PM EST (20 mins)

[Main Stage] Navigating the Privacy Paradox and Creating Trusted Customer Experiences

Sponsored By

Main Stage

12 :05 PM

12 :05 PM - 12 :30 PM EST (25 mins)

[Main Stage] Rethinking CX in a Post-Pandemic World

Sponsored By

Breakout

12 :30 PM

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

Lunch and Game Time

12 :55 PM

12 :55 PM - 1 :25 PM EST (30 mins)

[Panel] The VoC Playbook: Listening to the Customer Experience at Every Touchpoint

Sponsored By

Panel Discussion

1 :30 PM

1 :30 PM - 1 :55 PM EST (25 mins)

[Main Stage] Human-Centered Design Thinking for NextGen Customer Service

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 :50 PM EST (20 mins)

[Main Stage] Rethinking Quality Programs in Your Contact Center

Sponsored By

Main Stage

2 :55 PM

2 :55 PM - 3 :30 PM EST (35 mins)

[Closing Keynote] Designing Better Markets for a Better World

Main Stage

3 :35 PM

3 :35 PM - 4 :30 PM EST (55 mins)

[Happy Hour] Live! Rock & Roll Game Show

Networking Opportunity

Thursday, May 19

11 :00 AM

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

[Welcome and Keynote Address] The Call Center Revolution

Main Stage

11 :45 AM

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

[Main Stage] Improve Self-Service with SmartFAQs Powered by AI

Sponsored By

Main Stage

12 :10 PM

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

Wellness Break: Get Up & Move!

Main Stage

12 :30 PM

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

[Discussion] Breaking the Language Barrier: Connecting Humans and AI across the Conversation Gap

Sponsored By

Main Stage

1 :05 PM

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

[Closing Keynote] Humans vs Bots: Future of Conversational AIs

Main Stage

Wednesday, May 18

11 :00 AM

11 :00 AM - 11 :35 AM EST (35 mins)

[Welcome and Opening Keynote] Personalization in a Privacy Conscious World

Main Stage

11 :40 AM

11 :40 AM - 12 :00 PM EST (20 mins)

[Main Stage] Navigating the Privacy Paradox and Creating Trusted Customer Experiences

Sponsored By

Main Stage

12 :05 PM

12 :05 PM - 12 :30 PM EST (25 mins)

[Main Stage] Rethinking CX in a Post-Pandemic World

Sponsored By

Breakout

12 :30 PM

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

Lunch and Game Time

12 :55 PM

12 :55 PM - 1 :25 PM EST (30 mins)

[Panel] The VoC Playbook: Listening to the Customer Experience at Every Touchpoint

Sponsored By

Panel Discussion

1 :30 PM

1 :30 PM - 1 :55 PM EST (25 mins)

[Main Stage] Human-Centered Design Thinking for NextGen Customer Service

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 :50 PM EST (20 mins)

[Main Stage] Rethinking Quality Programs in Your Contact Center

Sponsored By

Main Stage

2 :55 PM

2 :55 PM - 3 :30 PM EST (35 mins)

[Closing Keynote] Designing Better Markets for a Better World

Main Stage

3 :35 PM

3 :35 PM - 4 :30 PM EST (55 mins)

[Happy Hour] Live! Rock & Roll Game Show

Networking Opportunity

Thursday, May 19

11 :00 AM

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

[Welcome and Keynote Address] The Call Center Revolution

Main Stage

11 :45 AM

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

[Main Stage] Improve Self-Service with SmartFAQs Powered by AI

Sponsored By

Main Stage

12 :10 PM

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

Wellness Break: Get Up & Move!

Main Stage

12 :30 PM

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

[Discussion] Breaking the Language Barrier: Connecting Humans and AI across the Conversation Gap

Sponsored By

Main Stage

1 :05 PM

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

[Closing Keynote] Humans vs Bots: Future of Conversational AIs

Main Stage

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

Camille Stewart

Camille Stewart

Global Head of Product Security Strategy
Google
Camille Stewart is an attorney with cross-cutting perspective on complex technology, cyber, and national security, and foreign policy issues. This has landed her in significant roles at leading government and private sector companies like the Department of Homeland Security (DHS) and Google. She recently assumed the role of Global Head of Product Security Strategy advising Google’s products on federated security and risk. Most recently Camille led Google Play & Android’s cybersecurity, privacy, election integrity, and mis/dis-information policy and strategy as the Head of Security Policy. Prior to Google, Stewart managed similar work at Deloitte. Stewart was appointed by President Obama the Senior Policy Advisor for Cyber Infrastructure and Resilience Policy at DHS.
CAMILLE'S SESSIONS

Heidi Bullock

Heidi Bullock

Chief Marketing Officer
Tealium
Heidi Bullock is an experienced marketing executive who has built a 20+ year career working at both global enterprise technology companies and start-ups. Most recently, she was the CMO of Engagio, where she was responsible for the go-to-market strategy, product marketing, internal sales, corporate communications, and ABM initiatives. Before Engagio, Heidi was the Group Vice President of Global Marketing at Marketo. Heidi has contributed to key thought leadership guides, including the Clear and Complete Guide to ABM Analytics and the Definitive Guide to Account-Based Marketing, Lead Generation, Content, Mobile Marketing, and Engaging Email. Heidi is a frequent speaker and guest lecturer for B2B marketing.
HEIDI'S SESSIONS

Julien Rio

Julien Rio

AVP, International Marketing
RingCentral
Julien Rio (CCXP) has more than 10 years of international experience in Marketing and Customer Care positions across multiple industries including toys, medical, hospitality, F&B, logistics, electronics, etc. As AVP, International Marketing at RingCentral, Julien strives for improving customer care worldwide and closing the gap between what companies have to offer and what customers expect. Author and blogger, Julien regularly writes about customer experience and marketing topics.
JULIEN'S SESSIONS

Sean Albertson

Sean Albertson

Head of Client Experience Measurement & Analytics
Charles Schwab & Co., Inc.
Sean Albertson is the Head of Client Experience Measurement & Analytics at Charles Schwab. Sean and his team provide analysis and actionable insights to leaders within the Investor Services, Advisor Services and Digital Services business units. In addition to traditional survey and research, Sean drives journey & text analytics strategies across Schwab’s contact channels.
SEAN'S SESSIONS

Diane Magers

Diane Magers

Founder & CEO
Customer Experience Professionals Association
Passionate customer experience executive and change agent. Thought leader and innovator for ways of engaging associates and customers. Skilled in creating CX business value and systematically embedding experience management into organizations. Specializes in enabling brands with skills and competencies like design thinking to drive culture shifts and business impacts. Over 25 years of transforming customer experiences – everything from front line to infrastructure - working in and with brands of many sizes and industries. Her successes are in part derived from prior roles embedding experience-led change into vastly different areas of organizations, including corporate strategy, IT, organizational readiness, operations, user experience, project management, sales, marketing, and finance. Diane is Emeritus Chair and most recently CEO for the Customer Experience Professionals Association. She speaks and conducts workshops all over the world to help transform experience strategy into action and financial results. Diane earned a Masters in Clinical Psychology and a Masters of Business Administration. She is a Certified Customer Experience Professional (CCXP), and holds certifications in Voice of Customer, Customer Experience Management, Net Promoter Score and Experience Design and Innovation.
DIANE'S SESSIONS

Mark Nardone

Mark Nardone

Chief Marketing Officer
PAN
Mark has been a part of PAN’s fabric since the day the firm opened its doors over 25 years ago. As Chief Marketing Officer, he leads the strategic focus across all growth initiatives in business development and brand marketing. Mark is the driving force behind the agency’s NXT Stage approach; allowing the firm to offer personalized services and integrated strategies that align with brand goals and support client growth journeys. He is passionate about all things technology and the customer experience, helping B2B brands embrace digital transformation and better engage with their audiences.
MARK'S SESSIONS

Eduardo Moraes

Eduardo Moraes

Director of Digital Strategy & Technology
Cylogy
Eduardo Moraes is an experienced digital strategist with solid expertise built on delivering dozens of major web content management projects throughout his career. He has a deep understanding of the architecture and technical nuances of the major digital experience platforms on the market and has worked with customers in different countries including Canada, United States, Trinidad & Tobago, and Brazil. Eduardo has a Master’s degree in Technology Innovation Management from Carleton University in Ottawa, Canada. He has worked with many different CMS and DXP including the Sitecore Digital Experience Platform extensively since 2007 to deliver multiple internet, intranet, and extranet websites, including new implementations, upgrades, and migrations from other platforms.
EDUARDO'S SESSIONS

Markus Giesler

Markus Giesler

Editor, Journal of Consumer Research & Professor of Marketing
Schulich School of Business
How can we go from asking what customers want, to shaping it? Markus Giesler has the answer. With a PhD in marketing, and a current role at the prestigious Schulich School of Business, he encourages us to view markets as complex social systems—where culture is a significant success factor. Nowhere is that relationship clearer than in the digital world: with intricate, interactive social networks whose users are constantly connecting—in real time. Whether you’re trying to diversify your brand, retain your current market, or pivot into another, you need to manage many influences in order to stay relevant. In his profound and illuminating talks, Markus shows you how consumer choices are never actually natural: rather, they result from the intentional design of our systems that point us to particular ideas or innovations. And the better we can understand and navigate these systems, the better we can build effective, innovative strategies.
MARKUS'S SESSIONS

Radhika Dirks

Radhika Dirks

CEO & Founder
Ribo AI
With new technologies pushing the frontiers of what’s humanly possible, the rules of innovation have radically changed. So how can we stay ahead of innovation in times of ambiguity and flux? A quantum physicist-turned-entrepreneur, Radhika Dirks is the CEO and co-founder at XLabs: the only company in the world making AI moonshots a reality. She proves that we can combine human intelligence with artificial intelligence to enhance, rather than displace, our own humanity. In this thought-provoking talk, Radhika discusses how to know when the existing tools for innovation are no longer applicable, and how to swap them with new, next-generation methods. Audiences will leave with a newfound perspective on how your organization can stay fresh, smart, and relevant—and make the world a better place while you’re at it.
RADHIKA'S SESSIONS

Jonathan Brill

Jonathan Brill

Author, “Rogue Waves” & Ret. Global Futurist
HP
Jonathan Brill is a master at blazing new technological trails in the face of impending disruption. HP’s former Global Futurist, Jonathan grapples with the issues surrounding automated workplaces, skilled worker shortages, and socio-economic strategies that actually work for people and business. Rather than face disruption as it happens, Jonathan specializes in making smart decisions for the future now. In his enlightening talks, Jonathan gives you the tools you need to employ successful economic strategies, build innovative and progressive teams that lead your business into the modern age, and make forward-thinking investments in tomorrow, today.
JONATHAN'S SESSIONS

Tricia Manning

Tricia Manning

Director, Go-to-Market Strategy
Verint
Tricia Manning joined the Verint team in 2021, bringing over 20 years of experience in technology and marketing leadership. In her current role, Tricia is responsible for driving go-to-market strategies for the Verint Quality and Compliance portfolio. Prior to joining Verint, Tricia most recently served as Director, Retail Product Marketing at Epicor Software, where she successfully launched over 20 solutions, including the two biggest retail releases in the last 10 years. She has held previous leadership positions in corporate marketing, brand management, field marketing, and business development. Tricia has a B.A. in Marketing and Pragmatic Marketing Certification (PMC-VI).
TRICIA'S SESSIONS

John Lewis

John Lewis

Chief Knowledge Officer
SearchBlox, Inc
John Lewis, Ed.D. is a leadership speaker and coach, and is the founder and president of Explanation Age LLC, a management consulting company that focuses on thought leadership, organizational change, and knowledge management. He is a Knowledge Management Faculty Associate at Kent State University, a member of The International Institute for Knowledge and Innovation, and an independent certified leadership Coach, Teacher and Speaker with The John Maxwell Team. John has delivered a Keynote presentation at the International Conference on Interdisciplinary Research Studies, a Masters Series presentation at the International Society for Performance Improvement conference, and a Thought Leader presentation at the Canadian Society for Training and Development conference. John holds a Doctoral degree in Educational Psychology from the University of Southern California, with a dissertation focus on mental models and decision making. John is the author of “The Explanation Age” and “Story Thinking,” which provide tools for the coming age of knowledge and decision transparency, with implications for Business, Education, and Governments. New methods are presented to facilitate strategic management, thought leadership, learning strategies, collaborative decision making, and conflict resolution.
JOHN'S SESSIONS

Seth Earley

Seth Earley

CEO & Founder
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

Paul Roetzer

Paul Roetzer

CEO & Founder
Marketing AI Institute
Paul Roetzer is founder and CEO of Marketing AI Institute, creator of the Marketing AI Conference (MAICON),  and founder of PR 20/20, HubSpot’s first partner agency. He is the author of Marketing Artificial Intelligence, The Marketing Performance Blueprint, and The Marketing Agency Blueprint . As a speaker, Roetzer is focused on making AI approachable and actionable for marketers and business leaders. A graduate of Ohio University’s E.W. Scripps School of Journalism, Roetzer has consulted for hundreds of organizations, from startups to Fortune 500 companies.
PAUL'S SESSIONS

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