Agenda
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Pre-Conference - Monday, June 3
12:00PM
-1:00PM
Lunch
Lunch
Pre-Conference - Monday, June 3
- Paul
- is
- gold
- Please Select...
1:00PM
-1:45PM
Welcome Keynote
- Keynote
Welcome Keynote
Pre-Conference - Monday, June 3
Led by members of the Medallia User Group, this session is an opportunity to share insight and solicit guidance on effective solutions for common CEM challenges. Work side-by-side with peers to build an action plan for driving improvements to your own CX program. The meeting is open to all customers attending Experience 2017, but space is limited.
- Keynote
1:45PM
-3:30PM
Automotive Exchange
- Roundtable
- Automotive
Automotive Exchange
Pre-Conference - Monday, June 3
As global automotive sales flatten, customer experience remains one of the key sustainable competitive advantages to protect and augment market share. With competitive pressure rising from digital innovation and new players, CX at dealerships is ripe for disruption. Join our automotive customer community and Medallia Automotive practice leaders to explore and discuss best practices related to establishing a culture of learning from customer feedback at dealerships in order to drive customer loyalty and, ultimately, market share.
- Roundtable
B2B Exchange
- Roundtable
- B2B
B2B Exchange
Pre-Conference - Monday, June 3
How do organizational leaders inspire a customer centric way of thinking and behaving within your frontline teams? What are the necessary soft skills Account Management individuals require to appropriately address conflict? How does Medallia enable your frontline teams to be proactive versus reactive in managing their account relationships? Please join your fellow B2B peers for a lively and interactive discussion as we address one of the biggest challenges in leading successful B2B CX programs - how to enable your Account Management teams with the right tools and skills to consistently deliver exceptional customer relationships and partnerships!
- Roundtable
Financial Services Exchange
- Roundtable
- Financial Services
Financial Services Exchange
Pre-Conference - Monday, June 3
Welcome to the world of financial services...where customer expectations are constantly increasing, performance pressure remains intense, demand for efficient operations is becoming stronger and stronger, and data privacy is paramount. Join us in a 'Daily Show' format to hear from our financial services customers and Medallia practice members about how companies are facing, meeting and beating these challenges. From employee engagement to innovation and AI, we will cover topics that are top of mind in the Financial Services space.
- Roundtable
Hospitality, Travel & Leisure Exchange
- Roundtable
- Hospitality, Travel & Leisure
Hospitality, Travel & Leisure Exchange
Pre-Conference - Monday, June 3
The hospitality, travel, and leisure industry is where experience management all began. Today’s guest, however, expects even more - faster service, more authentic personalization, and effective service recovery. As the top brands people interact with in their day-to-day lives continue to innovate, guests are bringing heightened expectations with them and the spotlight is back on the world of hospitality to continue leading the way. Come engage with peers from Medallia’s hospitality, travel and leisure community and discuss the integral role that CX plays in today’s challenges and opportunities in the space.
- Roundtable
Retail Exchange
- Roundtable
- Retail
Retail Exchange
Pre-Conference - Monday, June 3
The Retail industry is experiencing a massive transformation, with no signs of slowing down. During the past several years, the proliferation of digital channels, personalization of experiences and in-store innovations have redefined retail customer experiences. Looking ahead, we expect to see the adoption of a more predictive approach to CX, with artificial intelligence playing an important role. And we also predict that a deeper emphasis on the connection between employee and customer experiences will separate leaders from the pack. In this interactive session, you'll have the opportunity to share and learn from your peers and connect with members of Medallia's Retail Practice. We look forward to an inspiring discussion of "reflections," "projections" and “actions” as a greater community of retail CX practitioners!
- Roundtable
Telco & Utilities Exchange
- Roundtable
- Telecommunications
Telco & Utilities Exchange
Pre-Conference - Monday, June 3
Welcome to the next level of CX…where striking a balance between technology and human emotion will be critical to meeting customer expectations.. Emerging technologies will enable brands to automate simple tasks and predict customer behavior. However, if these technologies result in changes that are not meaningful to customers, they may end up having a negative impact on the business. Join our telecom and utility customer community and Medallia practice leaders to explore and discuss how your peers are intelligently leveraging technology and customer empathy to boost their CX strategies. Expect lively customer panel discussions and deep peer interactions that will energize your CX efforts beyond Experience.
- Roundtable
3:30PM
-4:45PM
Break
Break
Pre-Conference - Monday, June 3
- Please Select...
3:45PM
-4:45PM
Hot Topics
Hot Topics
Pre-Conference - Monday, June 3
Come for an interactive workshop focused on the unique challenges and opportunities specific to B2B. Based on your feedback, we'll focus on key topics, such as: how digital is reshaping B2B CX; leveraging CX to retain and grow accounts; and closing the loop in a B2B world.
- Please Select...
5:00PM
-6:00PM
Networking Reception
Networking Reception
Pre-Conference - Monday, June 3
- Please Select...
Conference Day 1 - Tuesday, June 4
7:00AM
-8:30AM
Networking Breakfast
Networking Breakfast
Conference Day 1 - Tuesday, June 4
- Please Select...
8:30AM
-9:00AM
The Future of XM
Medallia
- Keynote
The Future of XM
Conference Day 1 - Tuesday, June 4
The top companies understand customers and employees build the best brands. They do it through intelligence that allows them to change the product, service and employee experience based on feedback, instantly in live time. Leading companies are using intelligent systems to reveal opportunities, uncover hidden gaps and predict needs and behaviors between customers and employees at scale. Hear CEO Leslie Stretch and guests set the vision for the future of XM.
- Keynote
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Leslie Stretch
CEO, MedalliaRead BioPrior to joining Medallia, Leslie was the CEO of CallidusCloud where he led them on a journey that delivered record returns for shareholders. Prior to joining Callidus, Leslie worked for Sun Microsystems for nearly a decade. At Sun, he held the position of Senior Vice President of global channel sales and was the Managing Director of Sun Microsystems U.K. Ltd. Before joining Sun, Leslie held various sales positions at Oracle Corporation.
9:00AM
-9:45AM
The Future of Medallia Experience Cloud – Product Vision and Roadmap
Medallia
- Keynote
The Future of Medallia Experience Cloud – Product Vision and Roadmap
Conference Day 1 - Tuesday, June 4
Join us as we reveal Medallia's product vision and roadmap for the future of Medallia Experience Cloud and how Medallia is leading the innovation in Experience Management. Learn how organizations are connecting experience and operational data to truly understand the customer and employee journey, applying intelligence to detect patterns and predict behavior, sourcing the power of the whole organization to take actions that make customers and employees loyal for life, and transforming the culture of the entire company.
- Keynote
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Krish Mantripragada
Chief Product Officer, MedalliaRead BioKrish leads Medallia's product and design organizations. Prior to Medallia, he was SVP & GM of Information and Analytics Solutions at First Data, responsible for monetizing one of the largest payments and commerce data systems in the world. And previously, Krish has held several product leadership positions at SAP, i2 Technologies, Agile Software and United Technologies Research.
9:45AM
-10:15AM
Break
Break
Conference Day 1 - Tuesday, June 4
We believe the key to customer obsession is to embed the pulse of the customer deeply into the organization and empower employees with the tools and the data they need to make every experience great. To do so, companies need to optimize every experience, engage every customer, activate every employee, and transform their company to be agile in the face of rapid change. Hear from Krish on what’s in store for Medallia Experience Cloud™, and from Toni on how Medallia is working with partners to bring new solutions to market.
- Please Select...
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Krish Mantripragada
Chief Product Officer, MedalliaRead BioKrish joined Medallia in 2016, bringing a deep background in data, analytics, enterprise software, and SaaS into his role as Chief Product Officer. Most recently he worked at First Data, a global commerce SaaS company, where he built their Information & Analytics Solution from scratch. Prior to First Data, he worked at SAP for almost eight years in increasingly senior product roles.
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Tiffani Bova
Global Customer Growth and Innovation Evangelist, SalesforceRead BioTiffani was recognized in 2014 as one of the most Powerful and Influential Women in California by the National Diversity Council, Top 50 Marketing Thought Leaders by Brand Quarterly Magazine in 2016, and a Top Sales Influencer on LinkedIn. She is known for her cutting-edge analysis and skill at inventing bold strategies for growth and customer success.
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Saideep Raj
Senior Managing Director, AccentureRead BioSaideep leads the global Accenture Cloud First Applications team. Over his 25 years with Accenture, Saideep has advised clients on cloud strategies including, shaping roadmaps and architectures to the cloud, leading transformational change programs and mobilizing cloud-powered managed services.
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Toni Adams
VP, Partner and Alliances, MedalliaRead BioToni leads the Partners and Alliances strategy and GTM for Medallia leading the efforts to build a predictable and profitable business with and through Partners. Toni joined Medallia at the end of 2017 and prior held the role of Channel Chief at Qlik responsible for the corporate and field partner sales and its partner evolution. Prior to Qlik Toni held senior partner leadership positions at VMWare and Symantec.
10:15AM
-10:45AM
Leveraging Technology to Innovate Customer Care and Transform CX
Samsung
- Keynote
Leveraging Technology to Innovate Customer Care and Transform CX
Conference Day 1 - Tuesday, June 4
- Keynote
10:45AM
-11:15AM
Employees – Your Key to Winning with Customers
Scotiabank
- Keynote
- Financial Services
Employees – Your Key to Winning with Customers
Conference Day 1 - Tuesday, June 4
- Keynote
11:15AM
-11:45AM
Networking Meet & Greet
Networking Meet & Greet
Conference Day 1 - Tuesday, June 4
Stretch, grab a beverage, whatever you like. But don't forget to check out the Partner and Product Showcase to speak directly with those teams with all your questions.
- Please Select...
11:45AM
-12:45PM
Lunch
Lunch
Conference Day 1 - Tuesday, June 4
Come along on a tour of all the breakout sessions available at Experience 2017, to create a personal agenda designed uniquely for your CX program needs.
- Please Select...
12:45PM
-1:30PM
Ownership In High Volume Environments - 80,000 Plus!
MGM
- Story Session
- Hospitality, Travel & Leisure
- Frontline Engagement
Ownership In High Volume Environments - 80,000 Plus!
Conference Day 1 - Tuesday, June 4
Changing the culture of an organization 82,000 strong is a massive undertaking. But how do you turn scale into an opportunity instead of a barrier? Learn how MGM Resorts gives a large hotel brand a small boutique feel, where employees make each guest interaction highly personal and memorable. Hear how they created an innovative program built around psychological principles that has energized employees and transformed the front-line for effective, real-time problem resolution.
- Story Session
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Greg Chase
Corporate VP, Guest Strategy & Insights, MGMRead BioGreg is responsible for designing, measuring and implementing the guest experience strategy for MGM Resorts International. He also oversees consumer feedback and strategies to drive customer satisfaction and loyalty. With MGM Resorts since 2010, Greg has led the implementation of several companywide initiatives, including the transformation of the company’s guest service standards across its entire portfolio.
“More than Just a Score” – Client Driven Growth
Bank of America & Medallia
- Story Session
- Financial Services
- Analytics
“More than Just a Score” – Client Driven Growth
Conference Day 1 - Tuesday, June 4
Evolving the client experience thinking from score watching to managing overall relationship. In this session you will learn about the roadmap on how to make that switch. You’ll be able to walk away with a new way to look at your clients and ultimately, change the perception of your client experience culture.
- Story Session
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Jason Renteria
SVP Strategy and Program Management, Bank of AmericaRead BioJason Renteria is a consumer client experience manager for Bank of America, leading client experience strategy and initiative planning across all service delivery channels. He is responsible for service integration efforts for Mobile and Online Banking, ATMs, financial centers and Small Business. In addition, he leads client experience insight efforts and client journey improvement. Jason joined Bank of America in 2003, where he has served in several different roles. Prior to Bank of America, Jason worked for the Walt Disney World Co., where he managed international sales for the Asia Pacific Region and was responsible for custom marketing solutions for Walt Disney Parks & Resorts and Disney Cruise Line.
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Akash Bose
Insights Consultant, MedalliaRead BioAkash leads CX analytics strategy for Medallia’s major Financial Services clients. With an extensive background in analytics, engineering, and consulting he brings a versatile skill set to the Insights team. Akash holds an advanced degree in analytics with a specialization in advanced statistical modeling. Drawing on his expertise in statistics and interpretable machine learning, he uncovers meaningful stories from raw data to drive operational value.
#FamousForCare – Building a Game Changing Approach to Customer Care
T-Mobile
- Story Session
- Telecommunications
- 1:1 Closed Loop Strategy
#FamousForCare – Building a Game Changing Approach to Customer Care
Conference Day 1 - Tuesday, June 4
Today’s customers desire personalized and relevant experiences that go far beyond simply resolving their issues or answering questions. T-Mobile, the Un-carrier, set out to revolutionize the industry using a customer experience obsessed approach, and the results speak for themselves! In this session, learn how T-Mobile changed the game by utilizing CX insights and closed loop processes to build a unique community of specialized customer care agents who deliver a truly ground-breaking and tailored customer experience, making T-Mobile #FamousForCare.
- Story Session
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Denise Vidal
Senior Director Frontline & Customer Experience, T-MobileRead BioDenise is the visionary behind T-Mobile’s Frontline Experience Team, transforming the team into a dynamic organization, now known as Frontline Experience, supporting both the customers’ and the front-line employees’ need. She is an innovator, an avid business problem solver, bridging the gap across the T-Mobile enterprise to create an organizational culture that finds ground-breaking ways to empower front-line teams to own the customer experience.
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Darya Williams
Sr Manager, Program Management Operations, T-Mobile USARead BioDarya leads T-Mobile’s CX Programs on the Frontline Experience Team, and chairs the cross-channel governance group uniting Care, Retail, Commercial, Digital and Metro by T-Mobile CX leaders and insights. She has led Technology Program Management, Frontline Retail, and Frontline Customer Care teams, and she’s committed to working to eliminate customer experience barriers by sharing insights with CX professionals to eradicate customer pain points.
Tackling the B2B Response Rate Challenge – Core Principles
OGC Global & Medallia
- Workshop
- B2B
- Program Design
Tackling the B2B Response Rate Challenge – Core Principles
Conference Day 1 - Tuesday, June 4
Achieving response rates that provide confidence in feedback metrics can be challenging. In this session we will unpack the complexity of the B2B response rate challenge and explore five key components that can be managed more effectively. American Express Merchant Services will share learnings from their targeted efforts to address each of the five key components for their own B2B relationship program. Follow this session with our (optional) workshop that will show you how to improve response rates for your own B2B program.
- Workshop
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Or Gorsky
Director, OGC GlobalRead BioOr co-founded the Insights consulting practice at Medallia and authored several units of Medallia’s CEM Certification Course. In 2012 he founded OGC, a boutique consulting group specializing in operational CEM strategy and primary research which has become a preferred consulting services delivery partner to Medallia. OGC offers a range of services to help companies maximize their CEM program’s impact; OGC's client list includes category leaders such as American Express, Comcast, Gap, Samsung, Subway and others.
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Suraj ‘SUV’ Venkitachalam
Senior Manager, Professional Services, MedalliaRead BioSUV brings over 10 years of B2B Technology experience, in a diverse array of roles across both startups and Fortune 100 firms. At Medallia, SUV is a founding member of the B2B Practice, and manages a portfolio comprising some of our most strategic accounts, in addition to founding and growing Medallia's DC Professional Services office. Before Medallia, SUV held roles as an Engineer, Consultant, and Product Manager at Oracle and Eka Software.
1:30PM
-1:45PM
Break
Break
Conference Day 1 - Tuesday, June 4
Take some time to debrief the day, catch up with your team, or reach out to the brands you haven't had a chance to connect with.
- Please Select...
1:45PM
-2:30PM
Employee Experience: The New Paradigm for CX Success
RedThread Research
- Story Session
- Employee Experience
Employee Experience: The New Paradigm for CX Success
Conference Day 1 - Tuesday, June 4
- Story Session
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Stacia Sherman Garr
Co-founder & Principal Analyst, RedThread ResearchRead BioStacia is a researcher and thought leader on talent management, leadership, D&I, people analytics, and HR Technology. A frequent speaker and writer, her work has been featured in Fortune, Forbes, and The New York Times, among others. She co-founded RedThread Research in 2018, after leading talent and workforce research for 8 years at Bersin by Deloitte. Before Bersin, Stacia spent nearly 5 years conducting research and creating learning content for the Corporate Leadership Council, part of CEB/Gartner.
From Big Data to Big Empathy
Tangerine
- Story Session
- Financial Services
- Digital CX
From Big Data to Big Empathy
Conference Day 1 - Tuesday, June 4
For seven consecutive years, Tangerine has earned the highest ranking in customer satisfaction among midsized Canadian banks, and the highest overall satisfaction ranking of any size bank. This is driven by its approach to safe, secure and innovative online banking alonside their powerful voice of the customer program, Tangerine Crush. Join us as Tangerine shares the core tenets for success of their digital program, including key lessons learned along their journey. Walk away with tangible strategies and ideas you can apply to your own business.
- Story Session
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Ayanna Augustine
Director, Client Experience and Voice of the Customer (a.k.a People Nerd), TangerineRead BioSince starting her career, Ayanna was drawn to the structure and direction numbers provided but she felt like she kept running into a wall: data could point to what was happening, but the why behind it remained a mystery. After learning design thinking, agile delivery, and creative problem solving, she saw data from a different perspective. Leveraging powerful tools and relationships Ayanna created Tangerine’s innovative and powerful VOC program that has been a catalyst to Tangerine’s forward-thinking approach to banking, and truly helping Canadians live better lives.
Creating and Sustaining a Customer-Centric Enterprise Culture
Ulta Beauty
- Jump Start
- Retail
- Program Design
Creating and Sustaining a Customer-Centric Enterprise Culture
Conference Day 1 - Tuesday, June 4
Transforming a company's culture to focus on the customer is a daunting task, yet many companies aspire to do just that. The good news is that there are practical steps you can take to build a customer-centric approach throughout your entire organization. In this Jump Start session, Ulta Beauty will share how it’s new CX team is partnering with Medallia to make its vision and strategy for customer-centricity come to life. Learn a proven approach to building enterprise alignment from the CEO to front line associates, and best practice lessons from Ulta Beauty's recent program rollout. This session is intended for participants just getting started on their journey with Medallia, or those looking for inspiration on key program fundamentals.
- Jump Start
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Michael Smith
Senior Director, Customer Experience Innovation, Ulta BeautyRead BioMichael spent the past year establishing a customer experience vision, strategy, functional team and new measurement platform. He’s currently leading Ulta Beauty in their quest to design, develop and deliver on an unparalleled omni-channel consumer experience. Prior to that he led Customer Experience strategy and innovation for Luxottica – LensCrafters, Pearle Vision and EyeMed, and early in his career worked in strategy and brand management in the consumer packaged goods space.
Tackling the B2B Response Rate Challenge – Applied Case Study
OGC Global & Medallia
- Workshop
- B2B
- Program Design
Tackling the B2B Response Rate Challenge – Applied Case Study
Conference Day 1 - Tuesday, June 4
In this case-based workshop, you’ll apply our practical methodologies for boosting response rates in a typical B2B program. Participants will work in teams to brainstorm solutions for five key areas impacting response rates: Invitation file creation, deliverability, email open rates, click through and abandonment. Team members will explore the provided case study and data points, and will discuss optimal methods to improve performance in their respective area. The workshop will culminate in a discussion in which each team will present their findings, revealing inventive methods to increase survey response rates.
- Workshop
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Or Gorsky
Director, OGC GlobalRead BioOr co-founded the Insights consulting practice at Medallia and authored several units of Medallia’s CEM Certification Course. In 2012 he founded OGC, a boutique consulting group specializing in operational CEM strategy and primary research which has become a preferred consulting services delivery partner to Medallia. OGC offers a range of services to help companies maximize their CEM program’s impact; OGC's client list includes category leaders such as American Express, Comcast, Gap, Samsung, Subway and others.
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Suraj ‘SUV’ Venkitachalam
Senior Manager, Professional Services, MedalliaRead BioSUV brings over 10 years of B2B Technology experience, in a diverse array of roles across both startups and Fortune 100 firms. At Medallia, SUV is a founding member of the B2B Practice, and manages a portfolio comprising some of our most strategic accounts, in addition to founding and growing Medallia's DC Professional Services office. Before Medallia, SUV held roles as an Engineer, Consultant, and Product Manager at Oracle and Eka Software.
2:30PM
-2:45PM
Break
Break
Conference Day 1 - Tuesday, June 4
Jennifer Dulski, the head of Groups & Community at Facebook, has been a startup founder, a tech executive, and president of Change.org. She has seen first hand the common thread that great leaders use to make change in both the business and activism worlds. Though they may seem diametrically opposed in their methods, Dulski argues that the best leaders in both fields share one crucial trait: they lead movements.
Drawing on inspiring stories of leaders from both business and social change, Jennifer will give a preview of the content from her new book, PURPOSEFUL, and will walk through the steps that all successful movement starters take, from creating a clear & compelling vision, to mobilizing supporters, persuading decision-makers, and navigating criticism and obstacles. Whether you're at a startup or a Fortune 500 company, are championing a cause internally at your organization or fighting for change in your broader community, Jennifer will show how each of us has the power to be a movement starter.
- Please Select...
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Jennifer Dulski
Head of Groups & Community, FacebookRead BioJennifer leads Groups & Community at Facebook, central to the company's new mission to bring the world closer together. Prior to Facebook, Jennifer was President & COO of Change.org, a social impact company. She was previously a startup CEO and held executive roles at Yahoo! and Google. Her first book, Purposeful, will be published by Penguin Portfolio in May of 2018.
2:45PM
-3:30PM
Advisors First – Building the Foundation for Enterprise-Wide CX
LPL Financial
- Story Session
- B2B
- Executive Engagement
Advisors First – Building the Foundation for Enterprise-Wide CX
Conference Day 1 - Tuesday, June 4
LPL Financial had a broad organizational mandate to make advisors the center of its business. However, the organizational model, resources, and tools were not in place to fulfill its client-first strategy. Learn how how LPL Financial developed the vision, business case, partnerships, and digital native solution to re-energize, consolidate, and expand its nascent customer experience capability into an enterprise-wide client feedback program. Session sponsored by commonFont.
- Story Session
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Chris Albertson
SVP, Advisor Feedback, LPL FinancialRead BioChris leads Advisor Feedback, Advisor Readiness and Conference Experiences at LPL Financial. He joined LPL Financial in early 2018 with an extensive 20+ year background in financial services having worked at First Union, Wachovia and Wells Fargo where his focus areas have been client analytics, employee engagement and client experience strategy.
X's and O's – The Impact of Analyzing Experience and Operational Data
Vail Resorts
- Story Session
- Hospitality, Travel & Leisure
- Analytics
X's and O's – The Impact of Analyzing Experience and Operational Data
Conference Day 1 - Tuesday, June 4
Finding new ways to unlock actionable insights from data can transform the impact of your customer feedback. In this session, Vail Resorts will share how you can use a data-driven approach to mine for insights and analyze the impact of experience. Learn how they leverage analytics to: link customer feedback to relevant behavioral, operational, and environmental data; test new ideas; and anticipate future customer behaviors using a custom predictive model.
- Story Session
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Sarah Travis
Director of Guest Insights and Experience, Vail ResortsRead BioSarah Travis is obsessed with improvement. As the leader of an evolving Guest Insights department at Vail Resorts, she is transforming how the company approaches experience data by constantly challenging the status quo and finding new ways to incorporate data to advance guest understanding.
Using Medallia Conversations & Google Promote to Engage Customers Like Never Before
H&R Block
- Story Session
- Financial Services
- Feedback Methods
Using Medallia Conversations & Google Promote to Engage Customers Like Never Before
Conference Day 1 - Tuesday, June 4
If you’re on top of your CX game, you’re always looking for ways to engage customers like never before. For H&R Block’s Retail Tax group, that means constantly embracing new technologies and sources of feedback that deliver tangible, actionable insights on the customer experience. Come hear their success story to learn how you can dramatically increase response rates using Medallia Conversations. See the power of Google Promote for boosting your volume of online ratings and reviews. Get inspired to evolve your CX program strategy to make sure you don’t fall behind in the race for amazing CX.
- Story Session
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Pam Kennedy
Client Insights, H&R BlockRead BioAs a member of the Client Insights team at H&R Block, Pam is responsible for the Voice of the Client program for H&R Block Retail Tax. She has held numerous Marketing and Research positions at several large companies such as General Mills, Black & Decker, and The Principal Financial Group. In addition, Pam teaches adjunct courses in Business Communication at The University of Kansas.
Moving from Transactions to Relationships
Tigo
- Story Session
- Telecommunications
- Program Design
Moving from Transactions to Relationships
Conference Day 1 - Tuesday, June 4
Over the last few years, Tigo has been transitioning from a transactional product-focused business model to a subscription relationship-focused model, with customer experience at the center of everything they do. This session will share Tigo’s recipe for rolling out a global Voice of the Customer (VOC) program built on three strategic pillars: Metrics, Processes, and Culture; and their continuous improvement model for long-term sustainability. Learn the steps taken, resources and structures needed, and types of key stakeholder involvement that has allowed Tigo to unite the company around the customer.
- Story Session
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Anna Collier
Customer Experience Journey Manager, TigoRead BioAs part of Tigo's Regional Latin American team for the last five years, Anna is involved in Customer Experience for B2C and B2B clients. Her focus is on supporting Millicom’s (Tigo) global transition from a transactional product-focused business model to a subscription relationship-focused model, with the customer at the center of everything they do.
Proving the Value of Experience Management
Medallia
- Story Session
- Telecommunications
- Analytics
Proving the Value of Experience Management
Conference Day 1 - Tuesday, June 4
Join us for an interactive workshop on how to quantify the ROI of Experience Management. This session will begin with an overview of Medallia’s methodology for linking customer feedback data to financial and operational outcomes, followed by industry-based group activities to brainstorm ways to apply the linkage methodology to your industry or business model. You’ll walk away from this session with knowledge of how to design a linkage analysis, ideas for how to apply it to your own company, and an understanding of what data you’ll need to get the analysis underway.
- Story Session
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Akash Bose
Insights Consultant, MedalliaRead BioAkash leads CX analytics strategy for Medallia’s major Financial Services clients. With an extensive background in analytics, engineering, and consulting he brings a versatile skill set to the Insights team. Akash holds an advanced degree in analytics with a specialization in advanced statistical modeling. Drawing on his expertise in statistics and interpretable machine learning, he uncovers meaningful stories from raw data to drive operational value.
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Josh Rose
Insights Consultant, MedalliaRead BioJosh is a Manager with the CX Strategy & Insights team based out of New York City, and has been with Medallia for 2.5 years, including time in Professional Services. He specializes in combining deep knowledge of the Medallia platform with the advanced analytical approaches of the Insights team to unlock actionable insights and prove the value of customer experience.
3:30PM
-4:00PM
Break
Break
Conference Day 1 - Tuesday, June 4
- Please Select...
4:00PM
-4:30PM
Beyond the Closed Loop: Opening the Door to Stronger Customer Relationships
Coach
- Keynote
- Retail
Beyond the Closed Loop: Opening the Door to Stronger Customer Relationships
Conference Day 1 - Tuesday, June 4
- Keynote
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Joon Silverstein
SVP, Global Digital & Customer Experience, Coach, Inc.Read BioJoon is a global leader in customer experience, retail innovation, and digital transformation. At Coach, she leads an omnichannel organization focused on accelerating the growth and transformation of the Coach brand through digital innovation. Always focused on the customer, she has developed and implemented innovative, powerful customer experiences that drive sustained business impact and value—along with the enabling organizational capabilities—at Coach, Louis Vuitton, and Victoria’s Secret.
4:30PM
-5:00PM
A Winning Culture: How Authentic Leadership Leads to a Better Guest Experience
Holland America Lines
- Keynote
- Hospitality, Travel & Leisure
A Winning Culture: How Authentic Leadership Leads to a Better Guest Experience
Conference Day 1 - Tuesday, June 4
As a former Human Resources executive, Orlando Ashford knows something about shaping organizational culture and performance. Since joining Holland America Line as their president in 2014, the company has embraced a major shift in approach to the business, resulting in record-breaking employee engagement, revenue numbers and NPS scores. In this session, you’ll hear how authentic leadership and communication helped them get there.
- Keynote
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Orlando Ashford
President, Holland America LinesRead BioOrlando Ashford serves as president of Holland America Line, leading the award-winning cruise line's brand and business, including its fleet of 15 premium vessels carrying more than 900,000 guests annually to all seven continents. Ashford oversees Holland America Line’s sales and marketing, revenue management, deployment and itinerary planning, public relations, hotel operations and strategy.
5:00PM
-5:15PM
Expy Awards
Expy Awards
Conference Day 1 - Tuesday, June 4
- Please Select...
6:00PM
-9:00PM
Networking Event
Networking Event
Conference Day 1 - Tuesday, June 4
- Please Select...
Conference Day 2 - Wednesday, June 5
7:00AM
-8:30AM
Networking Breakfast
Networking Breakfast
Conference Day 2 - Wednesday, June 5
- Please Select...
8:30AM
-8:45AM
Day 2 Welcome
Day 2 Welcome
Conference Day 2 - Wednesday, June 5
Digital transformation is one of the most important strategic trends companies are grappling with. Get it right and companies create new avenues for sustained growth and differentiation. Get it wrong and companies become irrelevant. The influx of data offers great opportunities and challenges at the same time. Hear from Ori on how Medallia’s digital Voice of Customer (VOC) solution becomes the cornerstone of any multichannel strategy and how we're working with partners to combine web analytics and VOC to optimize every digital experience.
- Please Select...
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Avinash Kaushik
Author & Digital Marketing Evangelist at Google, GoogleRead BioThrough his blog and best-selling books, Avinash is a recognized authority on how executive teams can leverage digital platforms and data to out-innovate their competitors and achieve superior financial results. He puts frameworks around the often frenetic digital world, and combines that with the idea that investing in talented people is key to long-term success.
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Ori Soen
CMO & GM of Medallia for Digital, MedalliaRead BioOri was CEO at Digital Voice of the Customer leader, Kampyle, and joined Medallia in October 2016 as part of Medallia's acquisition of Kampyle. Ori has held various executive positions including CMO & GM at Jajah, an innovative VoIP platform; CMO at MyHeritage; and founder and CEO of two startups.
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Carolyn Sakstrup
Senior Vice President, Marketing, TargetRead BioCarolyn leads Loyalty Marketing and the Guest Center of Excellence for Target. She is responsible for the deepening of relationships with Target guests through the strategic development and launch of a new loyalty platform, as well as through understanding consumer behavior and perception of Target across all channels and businesses.
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Royston Seaward
Partner, Adobe Alliance Lead EMEA, Deloitte DigitalRead BioRoyston leads the Adobe Alliance across EMEA, focusing on clients in the Media and Telecoms industry. He has 23 years consultancy experience, and specializes in enabling digital channels, combining platforms and improving customer experience.
8:45AM
-9:45AM
A Winning Strategy -- Delivering Happy Experiences for Pets and the People Who Love Them
Petco
- Keynote
- Retail
A Winning Strategy -- Delivering Happy Experiences for Pets and the People Who Love Them
Conference Day 2 - Wednesday, June 5
- Keynote
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Ron Coughlin
CEO, PetcoRead BioAs CEO of Petco, a leading pet specialty retailer, Ron drives the company’s business strategy, direction and overall performance in support of Petco’s vision: healthier pets, happier people, better world. With more than 25 years working with some of the world’s top brands, Ron’s expertise lies in transforming business by honing strategy, cultivating high-performance teams, propelling innovation, re-engineering cost structures, and driving global sales and marketing.
9:45AM
-10:15AM
Break
Break
Conference Day 2 - Wednesday, June 5
- Please Select...
10:15AM
-11:00AM
ROCXI Rocks! – Quantifying the Return on CX Investment
Ipsos CX & Intercontinental Hotels Group (IHG)
- Story Session
- Hospitality, Travel & Leisure
- Analytics
ROCXI Rocks! – Quantifying the Return on CX Investment
Conference Day 2 - Wednesday, June 5
Demonstrating the value of improving the customer experience in terms of customer retention, revenue, margins, or other favorable business outcomes requires both a robust analytical modeling approach as well as the ability to articulate the benefit of this approach to key business leaders. In this interactive panel you will learn how Ipsos and InterContinental Hotels Group (IHG) approached this ROI modeling process and successfully confirmed the linkage between an improved guest experience and stronger financial performance by conducting advanced analytics and leveraging the Medallia Experience Cloud. Learn best practices for modeling these linkages to draw the line from CX investment to financial return, and hear how IHG is applying this best-in-class ROI model to allocate CX resources as well as how they are socializing this valuable information across the organization. Session sponsored by Ipsos.
- Story Session
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Bharath Vijayendra (“Vijay”)
Head of Analytics, Ipsos CXRead BioVijay leads the Analytical Services Team for Ipsos CX in the United States. He is passionate about the role analytics plays in generating insights to address business challenges. He has provided analytical and consultative support for a wide variety of quantitative studies across industries including automotive, financial services and hospitality.
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Michael Moore
Vice President, US, Ipsos CXRead BioMichael leads business development for the Customer Experience service line for Ipsos in the U.S. His passion is helping clients differentiate and expand their brands through better experiences, and he joined Ipsos Loyalty to focus on the design and execution of Operational Customer Experience initiatives for clients. As part of their CX team, Michael brings years of experience in scoping and designing CX/VOC technology and services to support strategic customer experience goals for clients.
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Angela Behnken
Senior Program Manager, HeartBeat Strategy & Operations, IHGRead BioAngela is the senior program manager of IHG’s Customer Experience Strategy & Operations team, responsible for full program lifecycle from innovations to process improvement to insights and analytics. Prior to IHG, she was a management consultant focusing on customer experience, analytics, and sales strategy within the hospitality industry.
The Feeling is Mutual – How Listening Drives Business
MassMutual
- Story Session
- B2B
- Program Design
The Feeling is Mutual – How Listening Drives Business
Conference Day 2 - Wednesday, June 5
MassMutual will open the curtains to the company’s mutualvoice CX program, providing insights into how the financial services firm is leveraging customer data to help distributors in their Workplace Solutions business better serve their clients, enhance the effectiveness of retirement savings and benefits plans, and build customer loyalty. In a business where net promoter scores are gold, MassMutual is using CX to both retain and secure business.
- Story Session
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Una Morabito
SVP, Head of Institutional Client Management, MassMutualRead BioUna has accountability for customer experience leading the new business, account and relationship management teams. She is also responsible for ensuring high levels of satisfaction and retention driven by superior strategic and tactical execution. Una’s teams focus on plan installations and management for retirement and voluntary benefits, emphasizing delivery on consultative solutions to ensure they are helping plan participants with their overall financial wellness before and at retirement.
Artificial Intelligence and the Future of Experience Management
Medallia
- Story Session
- Artificial Intelligence
Artificial Intelligence and the Future of Experience Management
Conference Day 2 - Wednesday, June 5
- Story Session
Uncovering Actionable Insights through Text Analytics
Medallia
- Workshop
- Analytics
Uncovering Actionable Insights through Text Analytics
Conference Day 2 - Wednesday, June 5
In this session you will learn how to leverage Medallia Text Analytics to answer business questions and help drive action to improve the customer experience. Participants will learn a step-by-step methodology for utilizing the Medallia system to discover key themes within unstructured customer feedback, including major pain points and defining detractor experiences, innovative customer suggestions, and improvement requests. Learn to quantify the impact of customer pain points on the overall customer experience and to prioritize areas for improvement for key themes and for different customer segments.
- Workshop
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Elaine Chen
Insights Consultant, MedalliaRead BioElaine Chen is a Manager on Medallia’s CX Strategy & Insights team, helping companies derive data-driven actionable insights to deliver on customer experience promises and continuously innovate on experience strategies as they scale. Her focus has been in helping companies uncover high impact opportunity areas based on unstructured data and link better customer experiences to key business outcomes through financial linkage and predictive analytics.
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Anna Steinhage, PhD
Insights Consultant, MedalliaRead BioAnna is a Manager in Medallia’s CX Strategy & Insights team, where she turns employee and customer experience data into actionable insights that transform companies. She leads EX analytics and strategy for clients across industries, including Fortune 100 companies. WIth a background in academic and market research, Anna has expertise in quantitative and qualitative research methods, data analytics, survey design, and A/B testing.
11:00AM
-11:15AM
Break
Break
Conference Day 2 - Wednesday, June 5
Demonstrating the value of improving the customer experience in terms of customer retention, revenue, margins, or other favorable business outcomes requires both a robust analytical modeling approach as well as the ability to articulate the benefit of this approach to key business leaders. In this interactive panel you will learn how Ipsos and InterContinental Hotels Group (IHG) approached this ROI modeling process and successfully confirmed the linkage between an improved guest experience and stronger financial performance by conducting advanced analytics and leveraging the Medallia Experience Cloud. Learn best practices for modeling these linkages to draw the line from CX investment to financial return, and hear how IHG is applying this best-in-class ROI model to allocate CX resources as well as how they are socializing this valuable information across the organization. Session sponsored by Ipsos.
- Please Select...
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Bharath Vijayendra (“Vijay”)
Head of Analytics, Ipsos CXRead BioVijay leads the Analytical Services Team for Ipsos CX in the United States. He is passionate about the role analytics plays in generating insights to address business challenges. He has provided analytical and consultative support for a wide variety of quantitative studies across industries including automotive, financial services and hospitality.
-
Michael Moore
Vice President, US, Ipsos CXRead BioMichael leads business development for the Customer Experience service line for Ipsos in the U.S. His passion is helping clients differentiate and expand their brands through better experiences, and he joined Ipsos Loyalty to focus on the design and execution of Operational Customer Experience initiatives for clients. As part of their CX team, Michael brings years of experience in scoping and designing CX/VOC technology and services to support strategic customer experience goals for clients.
-
Angela Behnken
Senior Program Manager, HeartBeat Strategy & Operations, IHGRead BioAngela is the senior program manager of IHG’s Customer Experience Strategy & Operations team, responsible for full program lifecycle from innovations to process improvement to insights and analytics. Prior to IHG, she was a management consultant focusing on customer experience, analytics, and sales strategy within the hospitality industry.
11:15AM
-12:00PM
Igniting the Voice of Customers through Your Employees
Ford Motor Company
- Story Session
- Automotive
- Employee Experience
Igniting the Voice of Customers through Your Employees
Conference Day 2 - Wednesday, June 5
Enjoy this extended break to connect with fellow attendees and Medallians about all that you have learned so far. Don't forget to check out the Partner and Product Showcase to speak directly with those teams with all your questions.
- Story Session
Human Skills Make the Difference – Using Customer Feedback for Impactful Service Training
Thermo Fisher Scientific
- Story Session
- B2B
- Frontline Engagement
Human Skills Make the Difference – Using Customer Feedback for Impactful Service Training
Conference Day 2 - Wednesday, June 5
For service providers, technical skills are table stakes. How they interact with customers is critically important to relationship building and driving repeat business. In this session you’ll hear how Thermo Fisher Scientific used relevant customer feedback to fuel the creation of a global service skills training program. The result? Their people are now a differentiating factor, with customer feedback indicating these personal interactions are having a significant impact on customer loyalty.
- Story Session
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Michael Costello
Director, Global Customer Experience Training, Thermo Fisher ScientificRead BioMike views his role as the merger of two of his passions: employee development and customer loyalty. Prior to joining Thermo Fisher, Mike worked in the transportation and healthcare industries and he holds degrees from UMass Amherst (BA) and from UMass Boston (M.Ed.). His goal is to inspire colleagues to create positive, memorable experiences that will lead to greater customer loyalty and the business results that go with it.
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Maggie Guliokas
Sr. Director, Service Business Transformation, Thermo Fisher ScientificRead BioAs a veteran service professional, Maggie understands the importance of creating a differentiated customer experience in every interaction. She currently serves as Service Transformation Leader for Unity Lab Services, a part of Thermo Fisher Scientific. Maggie is passionate about process improvement, building customer relationships, and empowering employees to serve customers with knowledge, care and pride.
CX is Bigger than a Footlong – How Subway Built a Global CX Program
Subway
- Story Session
- Retail
- Frontline Engagement
CX is Bigger than a Footlong – How Subway Built a Global CX Program
Conference Day 2 - Wednesday, June 5
Join Valerie Egen as she outlines the steps Subway took to become customer centric across 6 continents, 35 languages, 100 countries and over 43,000 restaurants. Walk away not only wanting to have a sub, chips and a cookie but with key insights to assist your organizations transformation.
- Story Session
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Valerie Egen
Vice President, Global Customer Engagement, SubwayRead BioA seasoned Banking, Telcom, and Car Rental industry veteran, Valerie Egen currently serves as Subway® Restaurants’ VP of Global Guest Engagement. In her role, she has spearheaded the company’s CX transformation and has also spoken at many national and international events. Valerie and her team are well on their way towards implementing her vision to create a 21st century Customer Engagement organization at Subway
12:00PM
-1:30PM
Lunch
Lunch
Conference Day 2 - Wednesday, June 5
- Please Select...
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Enza Sleva
Customer Experience Movement Manager, Ford Motor CompanyRead BioEnza has a passion for Employees and Customers since her first day at Ford 30 years ago. She has led numerous teams and projects during her journey. She brings the best out of people through care, empathy, and empowering leadership. She has a wealth of knowledge and experience in Customer Experience, Operations, and Branding. Since 2011, Enza has been instrumental in affecting the Customer Experience inside Ford. Enza was one of the key architects in transforming the Customer Experience at Lincoln – the luxury automotive brand for Ford. Currently, Enza leads the Ford Customer Experience Movement globally by inspiring and enabling frontline employees.
1:30PM
-2:15PM
Using Feedback to Innovate for Your Customers, By Your Customers
Aaron's
- Story Session
- Retail
- Analytics
Using Feedback to Innovate for Your Customers, By Your Customers
Conference Day 2 - Wednesday, June 5
Customers expect you to continuously innovate and deliver the highest levels of customer experience. For your company, this requires a delicate balance of investing in improvements that meet customer needs while maximizing internal ROI and meeting KPIs. Discover how Aaron's has acheived that balance using a holistic blend of research and innovation testing techniques, from traditional market research to transactional and journey-based feedback. Learn how they have aligned cross-functional research initiatives to meet a common goal of understanding customers and delivering on their brand promise.
- Story Session
-
Zachary Hamilton
Sr Director, Customer Centric Initiatives, Experiences & Sales Strategy, Aaron'sRead BioZack is responsible for launching customer-facing products & services, customer experience, and the voice of customer programs across the Aaron’s network, which includes company and franchise stores. Zack’s approach to driving a customer-centric culture is creating a dynamic customer-focused strategy through utilizing quantitative and qualitative research and customer insights to ‘tell the story’ of the total customer experience at Aaron’s.
From Product-Centricity to Member-Centricity – Focusing the Organization for Major CX Impact
PEXA
- Jump Start
- B2B
- Program Design
From Product-Centricity to Member-Centricity – Focusing the Organization for Major CX Impact
Conference Day 2 - Wednesday, June 5
Tech start-up PEXA (Property Exchange Australia) has successfully digitized a 150-year-old archaic paper-based property market and transformed their strategy from a product-centric to a member-centric business. PEXA will share how their focus on members has enabled the organization to align departments with clear purpose and focus, using member feedback in product development, delivery of front-line services, and an expansion of other offerings for stakeholders across the property market, including lawyers, financial institutions, and property buyers.
- Jump Start
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Lisa Dowie
Chief Customer Officer, PEXARead BioLisa has been with PEXA since 2012, during this time she’s held various roles in both Technology and Operations. Since 2016 as Chief Customer Officer, Lisa is transforming the way property is transacted in Australia. Lisa has 20 years’ experience in Finance, Information Technology and Telecommunications industries. Prior to PEXA, Lisa led various transformation initiatives for Accenture and JP Morgan Chase in the UK. Lisa is passionate about creating a purpose led organisation, with Customer at the centre of strategy.
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Anna Hardie
Head of Customer Engagement, PEXARead BioAnna Hardie joined PEXA in 2014. Her business acumen stems from years of experience in strategy, project management and change management. Anna leads PEXA’s Voice of Member team as Head of Customer Engagement. In this position, Anna has introduced essential business initiatives such as Medallia. Through this, she converts detractors to promoters and develops her passion for establishing excellent customer experiences. She drives a customer-centric culture and consistently advocates for PEXA members.
Using Customer Feedback for Frontline Training
Thermo Fisher Scientific
- Workshop
- B2B
- Frontline Engagement
Using Customer Feedback for Frontline Training
Conference Day 2 - Wednesday, June 5
MassMutual will open the curtains to the company’s mutualvoice CX program, providing insights into how the financial services firm is leveraging customer data to help distributors in their Workplace Solutions business better serve their clients, enhance the effectiveness of retirement savings and benefits plans, and build customer loyalty. In a business where net promoter scores are gold, MassMutual is using CX to both retain and secure business.
- Workshop
-
Michael Costello
Director, Global Customer Experience Training, Thermo Fisher ScientificRead BioMike views his role as the merger of two of his passions: employee development and customer loyalty. Prior to joining Thermo Fisher, Mike worked in the transportation and healthcare industries and he holds degrees from UMass Amherst (BA) and from UMass Boston (M.Ed.). His goal is to inspire colleagues to create positive, memorable experiences that will lead to greater customer loyalty and the business results that go with it.
-
Maggie Guliokas
Sr. Director, Service Business Transformation, Thermo Fisher ScientificRead BioAs a veteran service professional, Maggie understands the importance of creating a differentiated customer experience in every interaction. She currently serves as Service Transformation Leader for Unity Lab Services, a part of Thermo Fisher Scientific. Maggie is passionate about process improvement, building customer relationships, and empowering employees to serve customers with knowledge, care and pride.
2:15PM
-2:30PM
Break
Break
Conference Day 2 - Wednesday, June 5
Customers expect you to continuously innovate and deliver the highest levels of customer experience. For your company, this requires a delicate balance of investing in improvements that meet customer needs while maximizing internal ROI and meeting KPIs. Discover how Aaron's has acheived that balance using a holistic blend of research and innovation testing techniques, from traditional market research to transactional and journey-based feedback. Learn how they have aligned cross-functional research initiatives to meet a common goal of understanding customers and delivering on their brand promise.
- Please Select...
-
Zachary Hamilton
Sr Director, Customer Centric Initiatives, Experiences & Sales Strategy, Aaron'sRead BioZack is responsible for launching customer-facing products & services, customer experience, and the voice of customer programs across the Aaron’s network, which includes company and franchise stores. Zack’s approach to driving a customer-centric culture is creating a dynamic customer-focused strategy through utilizing quantitative and qualitative research and customer insights to ‘tell the story’ of the total customer experience at Aaron’s.
2:30PM
-3:15PM
Aligning the Organization through a Journey-based CX Strategy
TD Bank
- Story Session
- Financial Services
- Journey-based Design
Aligning the Organization through a Journey-based CX Strategy
Conference Day 2 - Wednesday, June 5
The night will continue with a BIG BASH! We promise you won't want to miss this CXtravaganza. Don't forget your dancing shoes.
- Story Session
1+1=3 – The Value of Integrating Medallia with Enterprise Applications
Medallia
- Story Session
- Integrations
1+1=3 – The Value of Integrating Medallia with Enterprise Applications
Conference Day 2 - Wednesday, June 5
- Story Session
Bleeding Orange – Turning the BluePrint for a Customer-First Culture into Reality
Home Depot
- Story Session
- Retail
- Frontline Engagement
Bleeding Orange – Turning the BluePrint for a Customer-First Culture into Reality
Conference Day 2 - Wednesday, June 5
For nearly a decade, Home Depot has been one of the top performing retail companies in the world. That success is built on a foundation of customer-first thinking that remains at the heart of their "orange-blooded" culture. But how does an organization of nearly 400,000 associates translate that customer-first thinking to action at at the frontline? Hear on-the ground perspectives from one of Home Depot's leaders in store operations, and get inspired by what happens when the frontline has the authority to meet customer needs and drive success with every interaction.
- Story Session
-
Brendan Baby
Director, Customer Intelligence, Home DepotRead BioBrendan has extensive experience in creating and driving strategic initiatives across a variety of industries including retail, healthcare, tech and education. He has a proven track record of leading teams to solve difficult problems that deliver strong financial and operational results. He currently lead Customer Strategy and Insights for Home Depot.
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Brock Darby
Senior Director, Operations, Home DepotRead BioBrock and his team work to improve operations for the N. Division. This includes operating a safe environment that focus on enhancing service levels, driving operational processes and ensuring profitability. Brock Joined the Home Depot in 1989 previously holding roles as sales associate, Store Manager, District Manager, Regional Services Manager and Sr. Director of Pro Sales.
3:15PM
-3:45PM
Break
Break
Conference Day 2 - Wednesday, June 5
- Please Select...
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Tyrrell Schmidt
VP, Global Brand and Customer Experience Officer, TD BankRead BioTyrrell leads global brand, sponsorship, and customer experience at TD. Since joining the company, she has led the evolution of TD's brand strategy and transformed CX by creating a holistic CX strategy and end to end measurement system to better position TD to enrich customers' lives. Before joining TD, Tyrrell worked in healthcare and financial services companies in multiple countries across the globe.
3:45PM
-4:15PM
Customer-Centric Leadership: The Key to Long-term Relationships and Profitable Growth
Zurich Insurance Company Ltd
- Keynote
- Financial Services
Customer-Centric Leadership: The Key to Long-term Relationships and Profitable Growth
Conference Day 2 - Wednesday, June 5
- Keynote
4:15PM
-4:45PM
Lindsey Vonn
Olympian and Author
- Keynote
Lindsey Vonn
Conference Day 2 - Wednesday, June 5
- Keynote
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Monika Schulze
Head of Customer & Digital Experience, Zurich Insurance Company LtdRead BioMonika Schulze is the Head of Customer & Digital Experience at Zurich, Board Member at Schloss Wachenheim and at an Insurtech company, CoverWallet. Monika has a broad range of experience in the FMCG and Insurance industries in numerous regions and countries with a focus on strategic insights to build profitable growth. She has been listed by MarTech as one of the “Top Twelve Women CMOs to follow on Twitter” and she was recognized by Forbes as one of the World's Most Influential CMOs. She has also been nominated by AdAge as "Woman to Watch Europe" based on notable accomplishments.
4:45PM
-5:00PM
Closing Remarks
Closing Remarks
Conference Day 2 - Wednesday, June 5
- Please Select...
7:00PM
-10:00PM
Networking Event
Networking Event
Conference Day 2 - Wednesday, June 5
- Please Select...
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*SESSION TIMES SUBJECT TO CHANGE
