Join the Customer Experience Movement

April 26 – 28 • Orlando, Florida

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Why Attend Experience 2016

  • 300+

  • 82
    2015 Attendee NPS

  • 800+

Customers are in power. It’s time to find ways to harness that power to supercharge your business. Experience 2016 is an unparalleled chance to join a community of like-minded executives and CX leaders for 3 days of:

  • Provocative speakers — from industry to academics
  • Unparalleled networking
  • Strategies from leading brands to keep ahead of growing customer expectations

Join a movement of winning brands that put customers first. Become a member of Generation CX.

“Experience is a must if you're competing for customers. It provided an arsenal of ideas and a network of experts to draw on to shape our strategy and day-to-day operations.”

Mike Barrow
VP of Retail, Tommy Bahama

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Featured Speakers

  • Brené has spent the past 13 years studying vulnerability, courage, worthiness, and shame. She is the author of three #1 NY Times Bestsellers including her latest book Rising Strong. She is also the CEO of COURAGEworks.

    Dr. Brené Brown

    NY Times Best Selling Author, Researcher, and Storyteller

  • Harley founded Forrester’s CX research coverage, a website review methodology used to evaluate the online customer experience of more than 1,500 sites for research and consulting purposes. He is also the coauthor of Outside In: The Power of Putting Customers at the Center of Your Business.

    Harley Manning

    VP of Customer Experience, Forrester Research

  • Jeff delivers solutions grounded in time-tested successes and insights from The Walt Disney Company to Fortune 500 companies and small businesses around the globe. His team of Disney subject-matter experts help implement and sustain culture change initiatives through Disney’s proprietary approach.

    Jeff James

    Vice President and General Manager, Disney Institute

  • David is responsible for building and developing the IT infrastructure to support the next generation of payment products & services at Western Union, plus maximizing efficiency, quality and customer delivery for the global Agent network of over 510,000 locations in 200 countries and territories.

    John David Thompson

    EVP, Global Operations & CIO, Western Union

  • Pam is responsible for the Voice of the Client program for H&R Block Retail Services, an NPS program with > 1.5 million responses. NPS is the key client loyalty metric for H&R Block. Pam is also responsible for International Research with operations in Canada, India and Australia.

    Pamela Kennedy, Ph.D

    Client Insights,
    H&R Block

  • Philip is responsible for collecting and analyzing customer and partner feedback, to determining the company’s NPS, published in SAP’s annual report. With SAP since 1998, he’s held positions in project management, corporate risk management, solution management, and customer experience management.

    Philip Morin

    Global VP, Customer Experience Insights, SAP

  • Joanne leads efforts to increase loyalty within advisory firms by developing loyalty strategies and systems. Her Client Advocacy team oversees deployment by partnering with employees across FAS to measure, understand, act, and close the loop on clients’ and employees’ feedback.

    Joanne Crozier

    Head of Client Experience, Financial Advisor Services, Vanguard

  • Dayton is general manager of the CA Technologies Global Customer Success and Support organization, a team dedicated to delivering a superior customer experience and ensuring CA customers and partners derive maximum value from their technology investments.

    Dayton Semerjian

    GM, Global Customer Success and Support, CA Technologies

  • Fred is founder of Bain & Company’s Loyalty Practice, and the creator of the Net Promoter® system. His work on customer and employee retention quantifies the link between loyalty and profits. He is the author of four best-selling books and eight HBR articles on loyalty.

    Fred Reichheld

    Author, The Ultimate Question, Bain & Company Fellow

  • Doug works with enterprise and mobile companies, including some of Silicon Valley’s brightest stars for over 30 years. He’s driven the success of major players including ServiceNow, RingCentral, Rackspace, Arbor/Hyperion, Aruba Networks, and many others.

    Doug Leone

    General Partner, Sequoia Capital

  • Co-founder of Medallia. Before starting Medallia, Borge led strategy and operational improvement projects for the Boston Consulting Group. Prior to this, he worked at Morgan Stanley as an associate, at P&G as a financial analyst, and served as a lieutenant in the Norwegian Air Force.

    Borge Hald

    Co-Founder and CEO, Medallia

  • Ken is responsible for Medallia’s customer experience from product design to service and support. Before joining Medallia, he was an early member of the team at Financial Engines, where he held the roles of VP Product, EVP Marketing, and GM. Prior experience also includes time with the US Navy, and as an associate with Goldman Sachs.

    Ken Fine

    Chief Customer Officer, Medallia



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