May 6, 2020
Customer
Experience
Virtual Summit
Creating Loyalty Through an
Effortless Experience™
What is the Customer Experience Summit?
This Customer Experience Summit is a no nonsense virtual gathering of customer service and experience leaders that will bring meaningful takeaways you can put into action today. If your role involves engaging with customers on a daily basis, this summit is for you. We’re bringing together leaders from the world’s most influential brands to discuss what’s new, what’s to come, and what’s actually working in the world of customer service.
It’s a fact. Customer experience is becoming more important than price and product when it comes to loyalty. But how do you keep up in today’s ‘new normal’? By meeting the demands of the modern customer, organizations can strive to reach the efficiencies that they need in today’s environment. Find out how you need to adapt.
“Reducing effort and driving customer loyalty is a challenge for companies when times are normal…and times are definitely far from normal right now. This is a one-of-a-kind opportunity for customer experience leaders from across industry to gather virtually to exchange ideas, learn from one-another and engage with some of the leading voices in the CX space.”
Matt Dixon
Author of The Effortless Experience and Chief Product and Research Officer at Tethr

What to Expect

Big Ideas
Hear from trailblazers who will inspire you to take your customer service strategy to the next level. Perfect for people that want to know — what’s next?

Proven Strategies
Learn from people who’ve actually done it. Hear the latest ideas strategies and insights from the leading minds in customer service and customer experience.

Actionable Insights
Less buzzwords, more strategic guidance. Walk away with a notebook full of epic strategies that you can apply the second you get back to work.
Keynote Speakers
In this session, Driving Customer Experience in Challenging Times, customer experience experts talk about top trends in customer experience and share how companies are winning through an effortless experience.

Brad Birnbaum
CEO, Co-Founder and Chairman,
Kustomer

Matt Dixon
Chief Product and Research Officer,
Tethr

Lauren Pragoff
VP of Effortless Experience™,
Challenger
Summit Speakers

Annette Franz
CX Journey Inc.

Bruce Temkin
Qualtrics

Matt Dixon
Tethr

Jeanne Bliss
Customer Bliss

Shep Hyken
Hyken

Luke Williams
Qualtrics

Adrian Swinscoe
Best-selling Author, Forbes Contributor, Speaker, Advisor and Aspirant CX Punk

Mary Drumond
CMO, Worthix

James Dodkins
Founder and Customer Experience Rockstar, Rockstar CX

Nate Brown
Chief Experience Officer at Officium Labs, Co-Founder of CX Accelerator

Steve Richard
Co-Founder and Chief Evangelist, ExecVision

Al Hopper
Principal, Nagurra Networks

Vipula Gandhi
Managing Partner, Gallup

Amir Reiter
CEO, CloudTask

Dionne Mischler
CEO and Founder, Inside Sales by Design

Ben McCormack
Head of Customer Experience Management, FullStory

Ian MacClean
Head of Customer Care NA, Aircall

Tom Jenkins
VP of Marketing, Consultant, CloudTask

Fred Stacey
General Manager, Cloud Call Center Search

Anne Raimondi
Chief Customer Officer, Guru

Jeff Toister
Author, The Service Culture Handbook, Toister Performance Solutions

Justin Robbins
JM Robbins Associates

Paolo Fabrizio
Digital Customer Service Consultant, Trainer, Author, Speaker

Ted Mico
CEO and Founder, Thankful

Ruth Zive
Head of Marketing, Ada

John Ernsberger
Co-Founder and SVP of Client Services, Stella Connect

Amy Smith
Director, Challenger

Lea Harpster
Vice President, Customer Service, Thomson Reuters

Marian Favors
Director, Customer Support, KARL STORZ Endoscopy-America

Brian Fenerty
Director of Recruiting Operations, Indeed

Mario M. Martinez Jr.
CEO and Founder, Modern Sales Evangelist, Vengreso

Ivonne Ribeiro
Head of Customer Operations and Experience, Vengreso

Wendy Gertridge
Customer Success Manager, Vengreso

Joe Gilgoff
VP of Customer Care, Daily Harvest

Jennifer Duguay
Director of Customer Experience, Sweetgreen

Jenny Dempsey
Social Media and Customer Experience Manager, NumberBarn

Wade Radcliffe
Head of Partnerships, Streem

Ryan Wang
Cofounder, Assembled

Nick Lane
WFM Consultant

Scott Rothman
Director, Challenger

Kirsten Newbold-Knipp
Chief Growth Officer, Convey

Michael Miller
Chief Product and Strategy Officer, Convey

Ted McKenna
SVP Product, Tethr

Daniel Rodriguez
CMO, Simplr
Agenda
10:00 – 10:30 AM EST | Welcome Keynote Panel |
---|---|
10:30 – 11:15 AM EST | Keynote: Effortless Experience |
11:30 AM – 12:15 PM EST | Group 1: Special Guest Speaker + Breakout Sessions |
12:15 – 1:00 PM EST | Group 2: Special Guest Speaker + Breakout Sessions |
1:00 – 1:45 PM EST | Group 3: Special Guest Speaker + Breakout Sessions |
1:45 – 2:30 PM EST | Group 4: Special Guest Speaker + Breakout Sessions |
2:30 – 3:15 PM EST | Group 5: Special Guest Speaker + Breakout Sessions |
3:15 – 4:00 PM EST | Group 6: Special Guest Speaker + Breakout Sessions |
Get ready. Your customer experience journey begins here.