What’s NOW and
What’s NEXT in CX

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ABOUT THE EVENT

The Future of CX

If the past 18 months have taught us anything, it’s that the CX landscape can be turned upside down overnight. NOW is the time to explore what’s NEXT in CX, and prepare to deliver on consumers’ growing expectations.

Join us at Kustomer NOW, our annual virtual conference, jam-packed with insights from CX influencers and leaders from the world’s most future-focused brands. We’ll explore how the world of customer experience has been disrupted, and how technology can deliver a modern, standout experience from first to last touch. There’s no time like the present to prep for the future. Join us for this exclusive virtual event!

KEYNOTE SPEAKER

Guy Raz

Guy Raz is an independent producer who has been described by the New York Times as “one of the most popular podcasters in history.”

He’s the founder and CEO of Built-It Productions and the creator and the creative force behind How I Built This. Additionally, Guy is the former host and co-creator of TED Radio Hour, the co-creator and host of Wow in the World— the number one kids podcast in English, and the creator and host of Wisdom from the Top, a podcast about leadership and The Rewind on Spotify, a program about music. Together, Guy’s programs are heard by nearly 19 million listeners a month and in 2017 Raz became the first person in the history of podcasting to have three shows in the top 20 on the Apple Podcast charts.

He’s been a regular guest on the Tonight Show with Jimmy Fallon and is a two-time, New York Times bestselling author. His books include How I Built This and Wow in the World: The How and Wow of the Human Body (co-authored with Mindy Thomas.)

Register to view the event on demand. Already registered? Access the recording via your magic link, which can be found in your confirmation email or calendar (November 10-11)

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Agenda

11:00 am ET

Welcome to Day 1 of Kustomer NOW!

Gabe Larsen, VP of Growth, Kustomer

11:05 am ET

Don't Settle for NOW: How Successful Businesses Prepare for What's NEXT

Guy Raz, Founder & CEO, Built It Productions
Brad Birnbaum, CEO, Kustomer

11:40 am ET

What's New at Kustomer

John Merse, Director Product Management, Kustomer

12:15 pm ET

Kustomer Research: Is Self-Service the Future of CX?

Andrea Paul, Director of Research, Kustomer
Gabe Larsen, VP of Growth, Kustomer

12:42 pm ET

Deploy Elastic Customer Service With Chatbots

Jillian Zatta, Enterprise Solutions Consultant, Kustomer

1:05 pm ET

How to Stay Lightyears Ahead of the Holiday Rush

Andrea Paul, Director of Research, Kustomer
Michal Paris, Director of Business Operations, TomboyX
Chad Warren, Sr. Manager of Customer Service, Vuori

1:42 pm ET

Right Customer, Right Agent, Right Time

Taylor Lowe, Senior Product Manager, Kustomer

2:05 pm ET

The Bounce Back: Supporting Travelers in a Post Covid World

Nicole Cascella, Senior Manager, Member Success, Scott's Cheap Flights
Evan Hopkins, VP Global Sales & Customer Operations, Outdoorsy
Moderator - Gabe Larsen, VP of Growth, Kustomer

2:32 pm ET

Empower Agents for Instant Success

Hadi Yousef, Product Manager, Kustomer

3:00 pm ET

Worlds Apart: How Ring, delivery.com, Priority Bicycles and the DCRA Found a Common Thread in Customer Service

Jon Irwin, Cheif Neighborhood Executive Officer, Ring
Jed Kleckner, CEO, delivery.com
Dave Weiner, Founder & CEO, Priority Bicycles
Ernest Chrappah, Director of the District Department of Consumer and Regulatory Affairs, DCRA
Guy Raz, CEO & Founder, Built-It Productions

3:20 pm ET

How High Growth Organizations Use Kustomer Reports to Deliver Stellar CX

Mark Saxton, Senior Product Manager, Kustomer

3:40 pm ET

How Rappi Delivers a Revolutionary Digital-First Customer Experience?

Juan Pablo Ortega, Co-Founder, Rappi
Vikas Bhambri, SVP of CX and Sales, Kustomer

4:10 pm ET

Day 1 Wrap Up!

Gabe Larsen, VP of Growth, Kustomer

4:15 pm ET

Time Traveling: The Kustomer Roadmap (Closed Door / Customers Only)

Peter Johnson, VP of Product, Kustomer

11:00 am ET

Welcome to Day 2 of Kustomer NOW!

Gabe Larsen, VP of Growth, Kustomer

11:04 am ET

How Spanx is Shaping the DTC Customer Experience

Eric Carlsen, Director of CX, Spanx

11:34 am ET

The Future is Digital: How Businesses Are Using Messaging to Drive Customer Experiences & Scale

Matt Idema, VP of Business Messaging, Meta

11:55 am ET

Putting the Customer at the Center of the FinServ Universe

Aziz Razakov, Director of Operations, MoneyLion
Matt Chabrier, Regional Sales Director, Kustomer

12:26 pm ET

The Journey Never Ends: How UNTUCKit Keeps Their Customers and Agents Happy

Alex Richards, Senior Director of Alliances, Medallia
Lauren Panken, Senior Systems Manager, UNTUCKit

12:55 pm ET

Conversational Commerce Trends That Will Transform eCommerce in 2022

Daniel Rodriguez, CMO, Simplr.ai

1:08 pm ET

Back to the Future: What the Last 2 Years at Kustomer Have Taught Us

Danielle Tiso, Customer Success Manager, Kustomer
John Jackson, Customer Success Specialist, Kustomer
Jessica English, Customer Success Manager, Kustomer

1:37 pm ET

How the Quest for Customer Delight Has Failed

Matt Dixon, Chief Research and Innovation Officer

2:09 pm ET

Supporting your Support Team: How to Navigate Times of Uncertainty and Change Together

Ian MacLean, Global Head of Customer Care, Aircall

2:30 pm ET

Maximizing Customer Experience with Kustomer and NICE

Rusty Jensen, VP of Revenue Generation for Direct & Indirect Channels, NICE CXone

2:58 pm ET

Why Now is the Time for Low-Code CX

Stephen Ehikian, CEO, Airkit

3:16 pm ET

3 Key Strategies to Achieving High Growth with High Customer Satisfaction

Sophie Vu, CMO, Unbabel
Gabe Larsen, VP of Growth, Kustomer
Vikas Bhambri, SVP of CX and Sales, Kustomer

3:48 pm ET

Create More Meaningful Brand Interactions With Ada & Kustomer

Alex Boggie, Senior Manager Strategic Partnerships, Ada
Ryan Morgan, Solutions Consultant, Ada

4:13 pm ET

Fluid Experiences with CCaaS 3.0

Baker Johnson, CMO, ujet

4:40 pm ET

Kusty Awards

Chad Horenfelt, Director of CS, Kustomer

4:55 pm ET

Thanks for joining us at Kustomer NOW 2021!

Gabe Larsen, VP of Growth, Kustomer

Speakers

Brad Birnbaum
CEO, Kustomer

Juan Pablo Ortega
Co-Founder, Rappi

Jed Kleckner
CEO, delivery.com

Sophie Vu
CMO, Unbabel

Dave Weiner
Founder & CEO, Priority Bicycles

Jon Irwin
Chief Neighbor Experience Officer, Ring

Matthew Idema
VP of Business Messaging, Meta

Michal Paris Davis
Director of Business Operations, TomboyX

Evan Hopkins
VP Global Sales & Customer Operations, Outdoorsy

Ernest Chrappah
Director, DCRA

Aziz Razakov
Director of Platform Product Operations, MoneyLion

Nicole Cascella
Director of Member Success, Scott’s Cheap Flights

Chad Warren
Sr. Manager of Customer Service, Vuori

Eric Carlsen
Director of Customer Experience, Spanx

Lauren Panken
Senior Systems Manager, UNTUCKit

Ian MacLean
Global Head of Customer Care, Aircall

Alex Richards
Senior Director of Alliances, Medallia

Ryan Morgan
Solutions Consultant, Ada

Alex Boggie
Senior Manager Strategic Partnerships, Ada

Vikas Bhambri
SVP of Sales and CX, Kustomer

Peter Johnson
VP of Product, Kustomer

Gabe Larsen
VP of Growth, Kustomer

John Merse
Director of Product, Kustomer

Andrea Paul
Director of Research, Kustomer

Matt Chabrier
Regional Sales Director, Kustomer

Chad Horenfelt
Director of CS, Kustomer

Mark Saxton
Sr Product Manager, Search and Reporting, Kustomer

Taylor Lowe
Sr Product Manager, Platform Automations, Kustomer

Hadi Yousef
Product Manager, User Experience, Kustomer

Jillian Zatta
Enterprise Solutions Consultant, Kustomer

Jessica English
Customer Success Manager, Kustomer

Danielle Tiso
Customer Success Manager, Kustomer

John Jackson
Customer Success Specialist, Kustomer

Stephen Ehikian
CEO, Airkit

Daniel Rodriguez
CMO, Simplr

Matt Dixon
Chief Research & Innovation Officer, Tethr

Rusty Jensen
VP of Revenue Generation for Direct and Indirect Channels, NICE CXone

Ted McKenna
SVP of Research, Tethr

Baker Johnson
Chief Marketing Officer, UJET

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