Featured Speakers
Jennifer Borchardt
VP Omnichannel Experience & Strategy, Wealth Management
U.S. Bank
Shubha Rao
Strategy & Insights Lead, Customer Experience & Support
Uber
Jonathan Grove
Director of Design Research
Nationwide Insurance
Ahmad Shabazz
Director of Community Support Operations
Airbnb
Jennifer Buchanan
Customer Experience Insights Leader
Deloitte Digital
Tim Greulich
Operational Customer Experience Practice Lead
Deloitte Digital
Max Ball
Director of Product Marketing, Contact Center
Ring Central
Léonie Brown
Head XM Scientist, Customer Care Solution
Qualtrics
Christina Yu
VP of Marketing
Mursion
Jeff Kirchick
VP, Enterprise Sales
Next Caller
Craig Wilson
Senior Principal Business Consultant
Genesys
Brian LaRoche
Marketing Director
CallMiner
Stacy Dye
SVP/GM, Quantitative Insights
RDI Sightline
Steve Bell
Senior Director, Product Marketing
Talkdesk
Toby Cappello
VP, Data and AI Expert Labs and Learning
IBM Watson
Trinela Cane
Commissioner, Corporate Services
City of Markham
Sarah Hitt
CX Expert
HappyOrNot
Richard Kenny
Senior Marketing Manager
Poly
Gordon Forsyth
Senior Practice Lead, Customer Experience
DefinedLogic
Chad Graham
IT & Digital Experience
EP Henry
Charlie Moore
Vice President/GM, CX Solutions
SMG
Kate Brouse
Public Relations
National Telecommuting Institute (NTI)
Chad Horenfeldt
Director of Customer Success
Kustomer
Nicole Price
Customer Experience Manager
Radial
Sandy Ko
Research Development Analyst
Customer Contact Week
Amanda Caparelli
Research Development Analyst
Customer Management Practice
Matt Wujciak
Analyst, Staff Writer
CCW Digital
Brian Cantor
Principal Analyst, CCW Digital Director
CCW Digital
Michael Rahm
Product Marketing Manager
Appian
Brigham Tomco
CEO and Co-Founder
Emmersion
Joanna Palmer
CX Client Principal - Contact Center
RingCentral
Adam Settle
VP of Product
Sharpen CX
Lauren Maschio
Senior Product Marketing Manager
NICE
Abby Monaco
Senior Product Marketing Manager
NICE Nexidia
LeAnn Hopkins
Senior Business Consultant
NICE
Dave Hoekstra
WFM Evangelist
Calabrio
Michele Carlson
Improving CX with AI & Analytics | SaaS Product Marketing | B2B Personalization Expert | Corporate Training & Coaching
NICE
Nicole Lawler
Senior Product Marketing Manager
Bold360 by LogMeIn
Jamie Radick
Strategy Consultant
Highmark Blue Cross Blue Shield
Jay Hack
CEO
Mira Beauty
Justin Ryan Marks
VP of Marketing
Quantum Assurance International
Julianne Maila
Sr. Product Marketing Manager
Hiya, Inc.
Charlie Moore
Vice President/GM, CX Solutions
SMG
Kaitlin Pettersen
Global Director of Customer Support
Intercom
Josue Berlanga
Head of Care & Multichannel Sales
Philip Morris International
Jason Jung
Product Marketing, Medallia Platform
Medallia
Nicole Lawler
Senior Product Marketing Manager
Bold360 by LogMeIn
Despite all the focus on customer centricity, CCW Digital research confirmed a haunting reality: we're not actually improving our customer experiences. Only 12% of consumers feel as if experiences have been getting meaningfully better over the past few years.
Let's come together to fix this problem - and start walking the talk. At CCW Online: Customer Experience Trends, Challenges & Innovations, we'll reveal the latest on what customers are expecting from the experience -- and what it takes to deliver. From journey mapping, to analytics, to technology, to digital engagement, to agent empowerment, you'll know how to create the unbreakable connections that drive customer loyalty, advocacy and revenue.
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