2021’s Industry-Shaping Agenda

Agenda designed in consultation with CX leaders from the worlds biggest brands to give you real-world, actionable best practice.

We are putting the finishing touches to our comprehensive industry shaping agenda will shed light upon your biggest challenges and concerns.


Day 1: Business-Critical Insights from the Customer-Centric Leaders of the World’s Leading Brands

Industry-shaping dialogue, exploring real world case studies to determine how we can
strive towards customer-driven, sustainable success in 2022.

10:00am–10:40am (Eastern)

Executive Panel Discussion The Future of the Service Experience: Gaining the Edge in 2022

Sponsored by:

This Executive panel discussion will seek to tackle the overarching strategy of what we should all expect as we move towards 2022. Join us as our star-studded, keynote panel address key challenges and opportunities that lie just on the horizon of the CX landscape and gain their critical insight into what we can do to ensure we are achieving sustainable & customer-driven success in 2022.

Amy Shore Chief Customer Officer Nationwide

Lance Gruner EVP Global Customer Care Mastercard

Aarthi Murali Chief Customer Experience Officer M&T Bank

Christoph Neut VP Sales (EMEA) Hootsuite

10:40am–11:00am (Eastern)

Brand Fireside Chat Capturing Hearts and Minds of Employees…and Customers

Join this session to discover how T-Mobile's SVP Care Operations, Mark Nolan, is leading efforts to transform the employee experience in order to reach the organisation's CX goals.

  • How can your customer experience team thrive in the middle of chaos and uncertainty? It’s simple: Stay focused on the fundamentals of employee happiness, development and connection.
  • Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.
  • Discover how to evolve and empower the next generation of service teams

Mark Nolan SVP Care Operations T-Mobile

11:00am–11:20am (Eastern)

Partner Presentation - Digital Transformation Starts with Your Customer

Sponsored by:

Brands are at the brink of a major transformation as customer preferences have shifted toward higher rates of self-service and digital engagement. Market innovators have raised the bar by implementing fully digital business models that create an efficient and satisfying customer experience. Conversational AI solutions, like Intelligent Virtual Assistants (IVA), are being used more and more to support successful digital transformation initiatives around improving CX by offering a cohesive, integrated, and conversational solution that automates seamlessly across the customer journey with context on your consumers' channel of preference. Hear from Phil Gray, Interactions' Chief Innovation Officer, on how to leverage the best of AI and human assist technology to deliver an experience on par with a high quality agent.

Phil Gray Chief Innovation Officer Interactions

11:20am–11:40am (Eastern)

Brand Presentation Setting a New Standard for CX

This session will look towards what the immediate future holds for CX strategy. Join the SVP & Head of Customer Experience at Verizon for an in-depth case study of where Verizon is heading next on their CX journey, and what tools, processes and strategies they have identified that will help them get there.

Phil Leininger Senior Vice President, Head of Customer Experience Verizon

11:40am–12:20pm (Eastern)

Panel Discussion Turning Consumers into Brand Advocates: Earning Loyalty in the Digital Age

Sponsored by:

This panel discussion will dive into the full customer journey. From attracting & acquiring the customer from a number of channels, to engaging them with an effective omnichannel strategy. We will then consider the conversion experience and look finally to the post-purchase service and how we can refine experiences with customer feedback - contributing to ultimate brand loyalty.

Sarah Kleinman VP Digital Commerce & Experience The North Face

Clairy Moraitou Global Head of Consumer Insights & Analytics Zurich Insurance

Mike Kuenne SVP & Chief Customer Experience Officer Extended Stay America

Sponsor: Shellie Vornhagen CXO Emplifi

12:20pm–12:40pm (Eastern)

Partner Presentation Conversational CX - Leveraging Open Platform and eCommerce Integrations for Creating Exceptional Customer Experiences

As the world continues to morph and evolve digitally, so do consumer behaviors and expectations. Consumers expect digital interactions with a brand to be seamless and to save them time. A great customer experience is no longer dependent solely on a good product or competitive pricing; doing business right is now all about creating exceptional conversational experiences.

Join us to learn more about:

  • What is an exceptional conversational experience and what are the key points to implement it right
  • The future of customer engagement - threading it all together empowering agents and consumers
  • Showcase - eCommerce integration - how to leverage an open platform and eCommerce integration to save time a provide a seamless differentiated experience to consumers

Ido Bornstein-HaCohen CEO Conversocial

12:40pm–1:00pm (Eastern)

Case Study Building the Foundations of Loyalty & Retention

In 2022, experts have overwhelmingly indicated that customer loyalty and retention will be pivotal factors in determining success and will provide a competitive edge in 2022. Join Heather Balsley, SVP of Loyalty & Partnerships at IHG Hotels & Resorts to discover how they are approaching the evolution of the loyalty program, and the critical role that partnerships are impacting customer loyalty.

Heather Balsley SVP Global Loyalty & Partnerships IHG Hotels & Resorts

1:00pm–1:40pm (Eastern)

Panel Discussion Supercharged Customer Care: Empowering Agents for Premier Experiences

Join this panel discussion to hear how prominent customer service leaders are deploying innovative technologies, processes & strategies to provide world-class service experiences for their customers. With service now a key brand differentiator, and customers quicker than ever to leave a brand after a poor service experience, this is a must-see session for those looking to transform their customer care strategy in 2022.

Jeff Shah VP Customer Care The New York Times

Pete Poul-Graf VP Global Service Desk DHL

Day 2: A Series of Interactive Clinics, Roundtables & Workshops designed to Drive Debate, Build Partnerships & Interact!

A day designed to allow you a hands-on opportunity to interact, debate & strategize for success. Tackling the biggest challenges & opportunities that the service & experience industry faces, this series of interactive sessions will elevate your learning and development.

Apply for a Free End-User Pass today to be the first to hear announcements of Day 2!