Experience 21 delivers the industry's best content from visionary thought leaders to practical peer advice. Preview the agenda below, and customize your session selection after you register.*
All main stage sessions and customer fireside chats will be live translated into French, German, Italian, Japanese, Korean, Latin America Spanish, Spanish, and Portuguese.
*All times listed in PDT.
2020 was proof that we can change outcomes through massive engagement, but it was also a reminder that growth itself is not linear. Things appear to be moving slowly until they don't, and those who aren't paying close attention get left behind. Join Medallia CEO Leslie Stretch and special guests as we set a vision for driving growth by empowering employees to do what they do best -- build personal connections with customers and solve complex challenges, while letting technology simplify and speed up the delivery of your products and services.
Leslie Stretch, President & CEO - Medallia
A diverse and inclusive organization is more likely to deliver a higher quality experience to its diverse customers. Companies that are able to promote an internal culture that reflects the world we live in will have team members who will be better able to provide an excellent customer experience. Join this fireside chat with René Carayol, Medallia’s Executive Vice President of Environment, Social, & Governance, and Roxanne Oulman, Medallia’s Chief Financial Officer, to learn more about the tie between the bottom line and diversity, inclusion, and belonging.
Roxanne Oulman, EVP & Chief Financial Officer - Medallia
René Carayol, EVP Environment, Social, & Governance - Medallia
Agility and ideation are key to staying relevant and adjusting to customers needs during this digital age. Learn how one retailer is using self-service capabilities within their platform to test innovations and improve their customer’s experiences across multiple brands. Learn how this organization is creating a customer-centric culture that prides itself on cross-department collaboration driven by data insights and action.
Nicole Lanni, Program Manager – Promoter System - Gap, Inc.
Client-centricity is at the heart of their organizational purpose and shapes their enduring culture. The Vanguard Group shares how they are taking learnings and insights from their Client Experience approach to inform their strategy to enhance the employee experience across its digital and service platforms, to ultimately enhance the client experience.
Pam Haas, Voice of the Employee Strategist - Vanguard
Matt Ohlinger, Head of User Experience, Human Resources - Vanguard
Join Medallia experts and your peers for a conversation around proven and creative approaches to establishing goals for your organization that are challenging, but achievable and fair. The conversation will also include a dialogue around how to think about "what comes next" after setting goals, including tangible ways to track and measure progress and communicate successes and opportunity areas.
Filippo D'Asaro, Principal, Medallia Strategy Analytics Team - Medallia
Amy Mendenhall, Principal Experience Consultant - Medallia
All CSMs and CS leaders struggle in quantifying value from the product/service to the customer. Join Mark Pecoraro as he unravels the complexity of value demonstration. Mark, with years of experience as part of the leadership team at some of the well known companies has designed robust value processes and frameworks. He believes well understood value can serve as a churn inhibitor and a growth engine.
Mark Pecoraro, Head of Customer Success - Owl Insights
All too often CX programs focus primarily on transactions with a specific agent of the company. Although this is a great starting point to gain feedback, additional insights are needed to make true relationship-based changes. Using all listening posts to paint a full picture of the customer’s experience is a natural progression of any CX program and leads to successful improvements of the customers perception of its relationship with its service provider. This session shares the evolution strategy Frontier used to gain a fuller picture of Customer’s experiences. Learn how Frontier expanded their listening posts and brought together key members across business units to drive accountability and ideation around actionable insights from journey feedback, improving customer experiences and overall relationship NPS.
Bruce Westendorf, Director – Voice of Customer - Frontier Communications
The shift to digital interactions has raised the bar for customers in ways that challenge convention for every industry, especially those who deliver products or services in live, physical environments. As a flexible space provider with over 800 locations around the world, WeWork faced this very challenge by finding new ways to work and meet the expectations of their members. Join us to learn how they used feedback and new digital interactions to quickly adapt and permanently transform the experiences they deliver.
Maria Casanova, Director of Member Experience - WeWork
Alex Cherucheril, Sr. Manager of Member Experience - WeWork
Two years ago, Mitek embarked on a journey to become a customer-centric company. It accomplished this goal by adopting five guiding principles - a focus on identifying hero customers to convert from "red" to "green," proactive engagement with customers built around thought leadership and best practices, operationalizing the customer lifecycle, developing internal customer champions to represent the voice of the customer, and developing the Customer Success organization as a company within a company. Attend this session to hear about their experiences, and how you can do the same in your organization.
Tyler Ramsey, Senior Manager, Global Customer Success - Mitek Systems
Mike Sasaki, Vice President, Global Head of Customer Success & Support - Mitek Systems
Surveys alone can’t provide enough insights to help organizations stay ahead of changing customer expectations. Companies must capture experience signals across the entire customer journey, from both direct and indirect feedback, operational data, and observed behavior. Learn how Samsung Care has embraced this strategy for growth, integrating over a dozen different signals to drive both short and long-term improvement actions combined with relevant ROX – Return on Experience.
Guilherme Koga, Director Care Analytics, Customer Experience and Strategy - Samsung Electronics America
As COVID-19 vaulted a number of industries (such as life sciences, healthcare, and insurance) 15 years forward in innovation within a few months, it also opened the door to other possibilities never imagined. Join this conversation to hear how digital transformation has propelled a few industries from followers to forerunners and how they are leveraging real-time insights to continue to innovate and adapt.
Toni Land, Head of Clinical Healthcare Experience - Medallia
Rich Schwartz, Head of Life Sciences Experience - Medallia
The role of a customer success manager (CSM) has become increasingly complex and CSMs feel the pressure more than ever before. This session will guide CSM’s on what skills CS management value and how CSM’s can become high performers in their organization. CSMs can learn from this session on where to focus and key areas for additional training & improvements.
Sandra Cashe, Chief Customer Officer - Veriforce
Chris Swider, Director of Customer Success - Veriforce
2020 was a year of immense change for many people, and your customers' needs likely evolved many times. In this session, you'll get insights into how USAGov managed a massive increase in the volume of feedback received around pandemic concerns, unemployment benefits, stimulus checks, and more. You'll learn how USAGov found opportunities in that overwhelming volume of data, and based on a deep understanding of customer needs, enhanced their products and services to meet those needs in real time.
Jess Milcetich, Director of Customer Experience, USAGov - U.S. General Services Administration
Last year’s pandemic challenged call centers twofold: the dramatic influx of calls, chats, and emails as well as the forced adoption of a remote workforce. Join this discussion to share and learn about how organizations quickly adapted to address customer pain-points and introduce new digital approaches to customer care, and how they inspired agents with insights and coaching.
Rachel Lane, Solution Principal - Medallia
William Folsom, Sr. Manager: Customer Centric Initiatives and Experience - Aaron's
Bill Staikos, Head of Customer Experience - Freddie Mac
Joanna Moser, Solution Principal - Medallia
Companies are starting to place a greater onus on CS for revenue. This requires CS teams to drive high-value customer outcomes with real ROIs. CS Operations is the grease required to make the CS engine hum. To sustain customer retention & growth in an efficient and effective manner, CS teams need to apply lessons from sales ops teams. Customer segmentation, customer journey mapping, data management and analysis are foundational to a great CS team. Training, cross functional workflows and deployment of technology are needed to enable CS teams to deliver peak performance. Offloading administrative and tactical tasks drives productivity. Bottom line, CS Ops is key to delivering results and demonstrating the value that Customer Success brings to the table.
Dev Kurbur, Senior Vice President, Customer Success - Milestone Internet
In the midst of a mental health epidemic, employees and customers are burnt-out, overwhelmed, and more anxious than ever. This has had a profound impact on employee well-being, how employees engage with their customers, and the role organizations play in supporting social, emotional, and mental well-being. Join this conversation to hear how HR and CX leaders are addressing well-being by listening and engaging to create and maintain a healthy, safe, and productive environment for both employees and customers.
Lee Becker, VP of Solutions, Regulated Industries - Medallia
Kristi Roe, Head of Healthcare Experience - Medallia
Anne Louise Mason, Sr. Product Manager - Capital One
The rapidly evolving environment brings opportunities and challenges for the healthcare industry to disrupt its traditional approach to patient experience. Healthcare organizations must have the ability to listen, respond, and adapt in real-time in order to operationalize empathetic care at scale. Learn how the UAB Health System has embraced data to pioneer new care journeys and co-create solutions with those delivering and experiencing care.
Chris Brainard, Sr. Director of Patient Experience and Engagement - UAB Medicine
Get on the Fast Track to Customer Success Best Practices with Noah Dynbort and Munir Merchant as they introduce Strikedeck’s latest Foundation Packages.
Noah Dynbort, Engagement Manager - Medallia
Join us as we sit down with John McFarland, VP and Chief Customer Officer of Portland General Electric, to discuss how PGE has created ownership and action to resolve pain points across 5 key journeys on a daily sprint basis.
John McFarland, Chief Customer Officer - Portland General Electric
Join Jack Lorentzen, CX Manager at Brooklinen, Leanna Nazzisi, Senior Manager, Customer Experience at Birchbox, and Paul Beirne, Head of Customer Experience at Proper Cloth as they dive into how their teams deliver great customer experiences for modern digital customers. They’ll be sharing best practices for keeping their teams engaged, the value of focusing on quality over quantity, and the investments in their CX tech stack that make it all possible.
Jack Lorentzen, Manager of Customer Experience - Brooklinen
Leanna Nazzisi, Senior Manager of Customer Operations and Communications - Birchbox
Paul Beirne, Head of Customer Experience - Proper Cloth
Without question, the past year has inspired technological innovation that will forever alter every customer and employee journey. With that comes new expectations for consistent and easy experiences, from frictionless digital interactions to seamless human interactions. And to meet those rising expectations, companies need to ensure they have fully empowered and productive employees. Join Chief Product Officer Sarika Khanna as we share how Medallia's product innovation roadmap is driven to help your organization tap into the signals in your data, develop insights, engage your employees, and and action improvements to deliver on expectations now and in the future.
Sarika Khanna, EVP & Chief Product Officer - Medallia
Jared Tancrelle, Vice President, Store Operations - CVS Pharmacy, Inc
Elizabeth Carducci, EVP & Chief Revenue Officer - Medallia
Fred Reichheld, Bain & Company and Creator of Net Promoter Score - Bain & Company
Regardless of your starting point, driving change within an organization is never an easy task. Join us as Santander Bank discusses how they launched a program that helped front-line workers see beyond the scores and embrace feedback to improve the customer experience. Learn how to engage leaders, influencers and the masses; develop impactful training that builds the skills necessary to succeed; stage the program launch for maximum effectiveness; and communicate and refine practices post-launch.
Connie Leary, SVP of Customer Experience Strategy & Programs - Santander Bank, N.A.
Most companies like to think they're constantly evolving and transforming for the better. But what does it take to keep customers at the heart of that transformation? It requires the entire organization to consider and include customer needs at every step. From product and service delivery, to design, through to sales and marketing. With this as a guidepost, Prudential Financial flipped the narrative on how it approaches transformation projects, from a focus on efficiency to a singular eye on improving customer experiences. Join us to learn how your organization can do it too.
Jason Hendricks, VP, Experience Design/Head of Voice of the Customer Practice - Prudential Financial
Focusing on improving meeting and email culture is important, however, we should not discount the vital role that informal collaboration has. Join Ben Waber, PhD, President and Co-Founder of Humanyze and Melissa Arronte, PhD, Head of Employee Experience at Medallia, in a conversation around the importance of spontaneous connections, like watercooler talk, and how paying attention to these types of collaboration can help companies improve business outcomes, customer experience, and revenue growth.
Ben Waber, President & Co-Founder - Humanyze
Melissa Arronte, Solutions Principal, Employee Experience - Medallia
We are all (or want to be) data driven, and we have made considerable investments in data to drive better business decision making (to varying degrees of success). More mature organizations rely on customer health scoring as a basis for automated decision making. But have we over-corrected and removed the human element that is vital to a true understanding of the human pulse? What can we do to ensure that decisions are based on an ideal blend of objective business data and subjective human insight?
Bobby Brown, Global Head of Customer Success - MessageBird
Acquisitions and mergers create challenges and opportunities for all organizations, but the nuances can be particularly complex in B2B environments. For the Digital Marketing team at CommScope, this meant finding a way to serve a myriad of customers—including businesses, technical operators, and partners as well as retail customers and employees—through three distinct websites. Learn how the team used a data-driven feedback approach to unify the three websites under a new award-winning site that is exceeding expectations of customers and employees alike.
Jessica Epley, Digital Marketing Specialist - Commscope
As insights and experience professionals we spend time crafting questions and mining data to determine whether the people that use our products and services are satisfied or likely to recommend. In doing so, we rely on responses to questions and data points that we believe tell the story, but what might these metrics not be telling us? Learn how the WestJet team applies a unique guest-centric lens to their Voice of Guest program across to the guest journey – and how it leads to a deeper understanding of the moments that matter.
Jon Yuill, Manager, Research and Insights - WestJet
It’s 2021 and CS metrics are everything. Is your organization still relying on CLV to benchmark customer success efforts? Join Rich Prashad, from Sensei Labs and Noah Dynbort, from Medallia Strikedeck to take a deep dive into the world of CS and what metrics you need to have on your radar.
Rich Prashad, Vice President, Customer Success - Sensei Labs
Northwestern Medicine is dedicated to a Patient’s First mission. Employee and physician feedback is essential to realizing that mission. Hear how Northwestern Medicine leveraged their experience platform to change the process of capturing employee and physician feedback. These changes are enabling more agile and innovative solutions to make the employee and patient experiences better.
Stratis Bahaveolos, VP of Engagement - Northwestern Medicine
Facebook is among the handful of brands that can truly claim to be an industry disruptor. But how do you disrupt a disruptor? Join us to hear how the CX team at Facebook Reality Labs is challenging the organization to shift towards a more customer-centered innovation strategy. Learn how you can build a CX program beyond service channels and across the customer journey to create an omnichannel view of customer experience. Get inspired by ideas for introducing a new CX team and a customer centric approach by evangelizing, getting buy-in, and expanding the program through sharing insights and creating cross-functional partnerships that drive cultural change.
Pegah Valeh, Head of Global CX, Facebook Reality Labs - Facebook
Stop fixating on the naysayers. Focus on the people shouting their brand loyalty from the rooftops (and find out how to get a whole lot more of them). We'll talk about the power of positivity with real-world examples of businesses accelerating ROI by turning employees and customers into promoters.
Jason Pointelin, Director, Professional Services - Medallia
Kim Palenik, Senior Director, Customer Success - Medallia
When creating a customer experience product driven organization how do you best organize to promote your value to the organization and get leadership support? How do you explain to those whose support you need of the value a customer driven approach can create for the company and it’s goals.
Larry Raines, Head of Customer Success - JLL Technologies
The authentic, human insights video provides can change your organization’s ability to understand how people experience your brand, products and services. Learn how Renewal by Andersen has embraced this technology to motivate employees, provide actionable feedback and bring these insights direct to customers.
Tom Audette, Senior Marketing Director - Renewal by Andersen
Adam May, Senior Communications Manager - Renewal by Andersen
Two former Forrester CX leaders - Kerry Bodine and Megan Burns - will share their unique, world-class perspectives in a highly engaging panel discussion. Kerry Bodine co-authored Outside In, The Power of Putting Customers at the Center of Your Business and led Forrester's research on CX design and innovation as the VP & Principal Analyst of CX. She is now the CEO of Kerry Bodine & Co and a frequent keynote speaker. Megan Burns, a former Forrester VP & Principal Analyst, continues her CX involvement by founding Experience Enterprises. Megan is also a frequent keynote speaker and continues to sharpen her perspective based on the latest empirical data on human behavior from psychology, behavioral economics, sociology, and neuroscience. Moderated by Medallia's Brian Andrews, Senior CX Principal, this group brings decades of expertise to share.
Brian Andrews, Senior CX Principal - Medallia
Kerry Bodine, CEO - Bodine & Co
Megan Burns, Founder & Principal - Experience Enterprises
Customer success professionals know that delivering demonstrable value to customers is critical to a successful relationship with them, and that they are key players in this equation. Therefore, they deserve a seat at the table along with the other functions. But as a relatively young function, Customer Success does not yet get recognition it deserves. So, how should Customer Success Professionals approach the internal value equation? How are mature Customer Success organizations able to demonstrate their value and get recognized for it? What can we learn from each other this function becomes more established across a wide swath of companies from many different verticals?
Lauren Costella, Vice President, Customer Success - Goodtime
Matt Edwards, VP, Customer Success - Cobalt
It pays to invest in your employee experience. Hear from Matt Zurcher, SVP of Customer Care at Angi, on how his team has built a culture of recognition across their organization - and how you can do it, too. He’ll be sharing advice on how to highlight the contributions of individual agents and the team as a whole, insight into structuring an effective recognition program, and best practices for tying employee rewards to customer feedback for a holistic view of agent performance.
Matt Zurcher, SVP of Customer Care - Angi
From Silos to Symbiosis: Breaking Down Barriers to Deliver Amazing Experiences Who owns CX? There’s a hot debate in the industry today as Experience professionals seek to make CX cross functional. Join us as Faith Adams, Sr. Analyst at Forrester Research, engages with a cross section of executives from State Farm Insurance to discuss.
Faith Adams, Senior Analyst - Forrester Research
Customer experience data only tells half the story. To get to the root cause of a customer issue, you have to understand the day-to-day challenges your employees are navigating internally. Only when you have the ability to visualize customer and employee experience data together alongside the everyday events in your workplace, will you be able to fully uncover actionable insights that will enhance your customer experience by improving the employee experience. Join Ian Cook, VP of People Analytics at Visier and Melissa Arronte, PhD, Head of Employee Experience at Medallia, for an interactive session on how organizations can unify employee and customer experience data to predict and improve overall business outcomes.
Ian Cook, VP of People Analytics - Visier
Melissa Arronte, Solutions Principal, Employee Experience - Medallia
At 3M, smart, curious and motivated 3Mers in 87 countries rally behind 3M’s vision and seek to improve every life. In the past, some of their customers expressed feedback that although they loved their products, they wished it was easier to buy them. This brought life to a new Customer Experience Improvement System at 3M that is not just about collecting insights from customers; it’s a new approach to acting on that feedback, responding to the customers who take the time to share it, and to making systemic and sometimes difficult changes to improve things every day. Join us, and learn how 3M has structured an enterprise-wide process for putting the voice of the customer at the heart of every decision.
Hugh Murphy, Global CX Lead, Enterprise Operations - 3M
In the last 5 years Banner Health changed their mission, their values, and everything about how they approach the patient experience—starting by putting the customer at the center of every decision they make. To support this massive shift in culture, the health system launched a robust NPS program to support providing personalized experiences when it matters most. This session will share the show-stopping obstacles the Banner Health team encountered—and sometimes created— while rolling out a global Voice of the Customer (VOC) program.
Valerie Monet, Senior Director, Customer Experience Strategy & Insight - Banner Health
As companies adopt a customer centric approach, they must rely on technology to enable their customer-facing employees to deliver the best possible experience to their customers. They must take a considered approach to the entire tech stack to deliver across the customer journey - from website tracking tools for prospects and customers to the customer success platform that is the backbone of the Customer Success team.
Timmothy Tominna, Vice President, IT Operations - Spear Education
We all know that CX is the new battleground for business, so moving 128,000+ employees in over 100 countries to become fanatic about customers’ experience was not an easy task for Schneider Electric. Join this interactive discussion to learn how Schneider Electric, in just two years, launched a new digital customer voice platform powered by Medallia, giving everyone in the organization instant access to customers’ feedback. Also, learn how in North America, Schneider Electric powered up CX by using customer rituals, recruiting CX ambassadors across all levels of the organization and departments, and making bold changes to key digital channels. All of these to drive adoption, efficiencies, and most importantly, improve the CX.
Kyle Hamm, VP for Customer Transformation North America Operations - Schneider Electric
Have you just launched a new CX program or finished onboarding Medallia in your organization and are wondering what to do next? Well take our advice – you haven’t a moment to waste – because you're just getting started! Join us to learn how TD Bank transformed a CX program badly in need of rejuvenation into one that continuously pushes to be at the forefront of innovation. They'll share their biggest learnings from the past 5 years – including the importance of purpose, team structure, partnership and prioritization. Whether you're a smaller business or a multi-national company, TD Bank will speak about these critical building blocks for success and provide tips for running a CX program that meets your needs today, while building for tomorrow.
Jasper Lam, AVP of Customer Experience - TD Bank
Mark O'Brien, Senior Manager of CX Measurement Capabilities - TD Bank
Shaping the future of social media insights. If you have always wanted to be part of future product development & design, join us as we explore ways Twitter & Medallia are uniquely positioned to unlock more precise real time feedback for even better customer experiences.
Michelle Brigman, Sr. Director, Partner Alliances - Medallia
Joanna Moser, Solution Principal - Medallia
We all know the ongoing debate around not mixing customer success with the sales journey. Does being a trusted advisor really mean that talking numbers or closing deals will tarnish the relationship? We think not. Join Tim Brigham and Kristina Couchon from Motiv Solutions to learn and discuss how customer success can be the key ingredient in today’s sales journey for both new and existing customers -- keeping their customer relationships thriving consistently year over year.
Tim Brigham, CEO - Motiv Solutions
Vivo is the leading telco company in Brazil. Developing a self-service environment with its own internal Medallia experts was the key for Vivo to have its CX program flowing with the required speed and unique needs. Join us as Vivo shared how now, armed with their own team of Medallia experts, the program has transitioned to a 100% self-service model, enabling the company to to hear the voice of over 2.2 million customers a year through both quantitative and qualitative inputs.
Ricardo Ikegame, CX Senior Manager - Vivo (Telefônica Brasil)
Alexis Hakim, CX Consultant - Vivo (Telefônica Brasil)
The world went digital in a big hurry, but physical locations remain essential (hello, curbside pickup!). How do you incorporate digital engagement solutions while empowering employees to provide the fast, frictionless and human experiences customers demand? Show up to find out.
Cory Voglesonger, CTO - Aaron's
Mike Debnar, Solution Principal - Medallia
Zack Hamilton, Solution Principal - Medallia
The diverse needs of customers, employees, residents, patients and beneficiaries you serve are changing rapidly. This new reality requires digital innovation, collaboration, and direct feedback from your community so that you can identify new human-centered solutions to these new challenges. Join this interactive discussion to learn from the State of Washington, New America Foundation, and Challenge America on how they use Human-Centered-Design and CX principles to prioritize, co-design equitable solutions, build trust and collaborate across the public, private, and nonprofit sectors.
Dallas Blaney, Executive Director - Challenge America
Heather Jin, Global Head of Social Impact - Medallia
Marina Nitze, New America Public Interest Technology Fellow Marina - New America Foundation
Forward-thinking Customer Success leaders know that they succeed when their customers succeed, and in that sense, Customer Success really is the “Customer’s Success.” How do they put this into practice? How do they make it a part of their team’s, and the broader organization’s DNA? Attend this session to learn how you too can succeed by putting your Customer’s Success at the center of your team’s success.
Dave Murphy, Director of Customer Success - Split
Tao Stadler, Director of Customer Success - MemberClicks/ Personify
An effective listening program is critical in anticipating guests’ needs, reducing friction and creating moments of differentiated delight. Capturing feedback is only the first step. Learn how Panera evolved their VoG program from a single source survey to a holistic virtuous listening cycle designed to drive action for near term improvement and guide the long-term transformational approach to Guest Experience.
Darla Johnson, Director of Voice of the Guest - Panera Bread
With the rapid pace of product evolution, product leaders are challenged with knowing which features are most important to their customers. Customers love our products and services...when things go right. Identifying when things go wrong faster could be the difference between a minor issue or one resulting in millions of dollars of repair, or worse, a class-action lawsuit. Join us for a discussion on how companies are leveraging feedback to prioritize their roadmap to deliver impactful customer-centric products and to detect issues early to minimize negative impacts.
Brian Andrews, Senior CX Principal - Medallia
Marv Storey, Solution Principal - Medallia
At the City of San Diego, customer satisfaction is our widget. We believe that providing the best service starts with creating the best organization in which to work -- residents, businesses, and visitors receive better service when our employees are heard and supported. In this session, we will share how we first deployed Medallia to understand employees’ urgent COVID-19 needs, then expanded to systematically capture sentiment throughout the entire employee lifecycle. Lastly, we’ll illustrate how we’re linking service needs from our millions of customers to CX feedback and EX sentiment of our 11,000-person workforce.
Jon Terwilliger, Program Manager - City of San Diego
Tristan Lewis, Program Coordinator - City of San Diego
Over the past year, Sense360 By Medallia has been analyzing billions of consumer data points – and this analysis has revealed major paradigm shifts in how consumers interact with retailers and restaurants that will extend beyond this pandemic. In this insights-packed session, you will hear about: the biggest shifts in customer behavior and perceptions, and how to reach the new consumer; quantitative insights on which aspects of the customer experience are most important; and Medallia expert views on what comes next and how to accelerate out of COVID.
Zack Hamilton, Solution Principal - Medallia
Andrew Custage, Head of Analytics, Sense360 - Medallia
Join industry veterans Andrew Arthurs, CIO of Aimbridge Hospitality, and Ford Blakely, Founder of Medallia Zingle, as they dig into how leading brands are innovating to win in 2021 and beyond. They’ll unpack the importance of delivering timely, actionable intelligence to front line workers and executives by unifying data across the tech stack. Plus, learn how personalized intelligent messaging at critical points throughout the guest journey is driving loyalty and increasing on-property spend at some of the largest hospitality brands around the world.
Andrew Arthurs, Chief Information Officer - Aimbridge Hospitality
Ford Blakely, SVP & GM, Zingle - Medallia