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.
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.
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.
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.
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.
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.
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.
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.
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.
Adam is the Manager of Reporting and Business Analytics for Bluegreen vacations managing CallMiner Contact Analytics platform and Bluegreen’s Medallia Surveys and Managed Acuity Agent Performance software. He has 16 years of contact center experience, 14 years in quality assurance and business analyst roles, is certified both as an Medallia CEM and CallMiner Business Intelligence Analyst.
Akash 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.
Angela 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.
As 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.
Anna 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.
Anna 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.
Astrid is a leader in Deloitte’s Workforce Experience practice focused on designing and implementing Workforce Experience programs and solutions for her global clients. With over ten years of Consulting experience, she has delivered broad business transformation programs from strategy to implementation and continues to use her deep functional and technical expertise in combination with her analytics background to create experiences for the workforce of the future that can be measured and sustained. As part of Deloitte’s Workforce Experience leadership team, Astrid is now dedicated to help organizations to take the next step to create a human experience aligning workforce and customer values to drive business results.
Since 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.
Vijay 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.
Brendan 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.
Chris 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.
Damon is a Regional Director of Operations at The Home Depot with the responsibility of leveraging sales and profit opportunities in the areas of Safety & Environmental Compliance, Shrink Management, Operations, Theft & Fraud, Workplace Violence & Crisis Management. Teaching, training and coaching associates to achieve regional alignment and the ability to execute process improvements across the region through improving the simplification of stores and removal of non-value-added tasks is another huge part of Damon’s responsibility. Development, Influence and leadership are Damon’s greatest strengths. He thrives on all kinds of challenges especially those that require diverse thought and collaboration.
Darya 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.
Denise 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.
Elaine 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.
Enza has a passion for People and changing the current landscape of Customer Experience as evidenced by her success in transforming the customer experience for Lincoln and most recently leading the Global Consumer Experience Movement for the Ford brand. Her transformational leadership style and strategic vision have enabled CX cultural shifts around the world at Ford Dealerships. She also brings a wealth of knowledge in operations and branding which coupled with her passion for inspiring others has enabled strong business outcomes.
Greg is an accomplished CX Executive having worked for Fortune 500 and 100 companies In his last role, he was responsible for designing, measuring and implementing the guest experience strategy for over 30 luxury global brands. He has also led teams who oversees consumer feedback and strategies to drive customer satisfaction and loyalty, and has successfully led company-wide culture transformation in both guest and employee experience.
Greg is the product manager for integrations and data platform at Medallia. He has spent his career working with the largest enterprises and government agencies to implement software systems, which have been moving to the cloud for the last 10 years.
Hilary is a Managing Director in Deloitte’s Human Capital Organization Design and Employee Experience practice. She brings over twenty years leading organization design, talent, customer and employee experience, and business transformation programs for global Fortune 500 companies. These programs involve assessing the future of work and the simplification of business processes to improve employee experience and engagement and enable the business strategy. Her areas of expertise include: talent strategy, employee experience and engagement, employee journey mapping and persona development, future of work analysis, digital DNA transformation, organization design, organization network analysis, change management, and digital learning and development programs.
Jason 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.
Jennifer leads Deloitte Digital’s Customer Experience technology alliances, working across industries and channels to challenge her clients to think differently about how they use technology to operationalize customer insights across their organizations. She uses her passion for research to help clients better understand audience motivations and brand perceptions, and how to enhance products, marketing, hiring, and customer servicing. In her 15 years of experience, Jennifer has supported clients spanning governmental agencies and Fortune 500 companies in the financial services, retail, technology, consumer products, professional services, and life sciences industries.
Josh 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.
Laurie leads the global NPS program for the Merchant Services division, which operates in 15 countries. Her team is responsible for reinforcing a customer-first mindset among the Merchant-facing teams and delivering seamless execution of a B2B relationship program for businesses that accept American Express. Her team delivers results, trends, best practices, and actionable insights that shape strategy and enable the organization to develop high-impact, data-driven and measurable action plans for improving Merchant satisfaction.
Lisa 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.
As 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.
Mike 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.
Michael 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.
Michael 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.
Mike is the Director of the East Coast Embedded Experts at Medallia. He has been designing and implementing global Customer Experience Management programs for the past 13 years. Mike has worked with some of the largest companies to help them transform their business to a customer-centric focus. He has deep experience across many industries with a current focus in the Financial Services space.
Or 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.
As 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.
Phil is a Managing Director and a leader in Customer Insights & Growth Strategy (CIGS) practice. Phil has over 25 years of strategy consulting experience focused on customer-centered growth strategy and broad-scale business transformation. Phil has led customer experience improvement and transformation across Software, Banking & Payments, Technology, Chemicals, and Telecommunications industries for clients across North America, Europe and Australia. Phil received an MBA from the Yale School of Management with a concentration in Strategy and Finance and a BA in Economics from University of Pennsylvania. Currently, Phil is a member of Yale SOM’s Board of Advisors and has served on numerous educational and social service non-profit boards.
Sarah 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.
Stacia 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.
SUV 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.
Tim is the leader for Deloitte Digital’s Operational Customer Experience Practice, and has lead the development, implementation, and execution of a new digital engagement approach. Tim specializes in helping clients develop executable strategies for getting the most out of their customer interactions and effectively managing their overall customer operations. During his more than 17 years of consulting experience, Tim has helped clients transform their customer and digital engagement capabilities, and has substantial experience in the financial services, telecommunications, and high tech industries.
Tyrrell 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.
Una 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.
A 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
Zack 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.
Katie Sexton is aligned to Accenture’s Customer Insights & Growth Strategy practice with a focus on Customer Service strategy. Since joining the firm, Katie has worked across industries specializing in the front office – including sales, pricing, and customer service. She currently leads a large customer experience design program that’s redefining how AI impacts customer care. Prior to joining Accenture, Katie worked in affinity marketing serving the US Hispanic market.