May 6, 2020

Virtual Summit

Creating Loyalty Through an
Effortless Experience™

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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.

Watch OnDemand

“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,

Matt Dixon

Chief Product and Research Officer,

Lauren Pragoff

VP of Effortless Experience™,

Summit Speakers

Annette Franz

CX Journey Inc.

Bruce Temkin


Matt Dixon


Jeanne Bliss

Customer Bliss

Shep Hyken


Luke Williams


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


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

View Full Agenda


Get ready. Your customer experience journey begins here.


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