Get ready to be inspired by speakers who are breaking down barriers and making experience a priority. Expect to meet trailblazers, business innovators, world class superstars and a few surprises.
SVP, Global Customer Experience, Scotiabank
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Carolyn is a passionate and purpose-driven change leader, managing teams through transformations, re-structuring and culture shifts, with thought-leadership and strategic direction. Before joining Scotiabank 10 years ago she held roles in Credit Cards, Marketing, Wealth and major transformations. Previously, she’s had roles with E*TRADE Canada and TD Bank.


Employees – The Heart of CX

Tue, June 4th, 11:00 AM-11:30 AM

SVP, Global Digital & Customer Experience, Coach, Inc.
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Joon 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.

Chief Product Officer, Medallia
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Krish 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.


Winning in the Experience Economy

Tue, June 4th, 8:30 AM-10:00 AM


Tue, June 4th, 10:00 AM-10:30 AM

CEO, Medallia
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Prior 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.


Winning in the Experience Economy

Tue, June 4th, 8:30 AM-10:00 AM

Lindsey Vonn
Olympian and Author
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Lindsey Vonn is a recently retired Olympic gold and bronze medal winning alpine ski racer for the U.S. Ski Team, as well as a New York Times Best selling author. She is the most successful female skier of all time, and holds four World Cup titles making her one of only 6 women to win World Cup races in all five disciplines of Alpine skiing. Lindsey served as an International Games Ambassador in the 2018 Winter Olympics. Lindsey is also the founder of the Lindsey Vonn Foundation, established to empower young girls. She splits her time between Nashville, TN and Los Angeles, California with her 3 dogs.

SVP, Customer Care, Samsung Electronics America, Samsung
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Michael is focused on building stronger, more meaningful relationships with customers, and ensuring they always have an awesome brand experience. He is transforming Samsung from a company that produces hardware, to a company that also emphasizes the softer side of the business—the people who buy Samsung products, and the Samsung employees who ensure consumers have a great experience with those products.


Customer Care Innovation

Tue, June 4th, 10:30 AM-11:00 AM

Head of Customer & Digital Experience, Zurich Insurance Company Ltd
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Monika 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.

President, Holland America Line
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Orlando 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.


A Winning Culture: How Authentic Leadership Leads to a Better Guest Experience

Tue, June 4th, 4:30 PM-5:00 PM

Expy Awards

Tue, June 4th, 5:00 PM-5:15 PM

CEO, Petco
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As 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.


Listening & Responding to Feedback

Wed, June 5th, 8:45 AM-9:15 AM