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.
Industry-shaping dialogue, exploring real world case studies to determine how we can
strive towards customer-driven, sustainable success in 2022.
Executive Panel Discussion The Future of the Service Experience: Gaining the Edge in 2022
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
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.
Mark Nolan SVP Care Operations T-Mobile
Partner Presentation - Digital Transformation Starts with Your Customer
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
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
Panel Discussion Turning Consumers into Brand Advocates: Earning Loyalty in the Digital Age
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
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:
Ido Bornstein-HaCohen CEO Conversocial
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
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
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.