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Learn From 30+ World-Class Experience Management Thought Leaders

Learn from the best of the best about how to build a people-centric organization that not only puts people first but also experiences phenomenal growth as a result of that.
Does that pique your curiosity?
We knew it would!
We are bringing together thought leaders from six different disciplines to teach you how to do just that. 

  • ONLINE SUMMIT December 7-11 2020 
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Join 5,000+ people just like YOU and start to take action with the six pillars of Experience Management TODAY! 

Speakers Featured In

What Exactly Will I Get Out Of Attending EXPERIA SUMMIT

Great question and I’m glad you asked.

Here’s what you can expect from EXPERIA SUMMIT!

Five days of speakers with expertise in customer experience, employee experience, brand experience, product experience, leadership, and culture from whom you’ll learn:

  • How to deliberately design a people-centric culture
  • How to create a more human connection with your employees and your customers
  • What it will take to ensure that your CX transformation doesn’t fail
  • How to move HR forward and solve real people problems
  • How to create conversations with your customer experience and grow your business
  • How to unlock the human potential in your organization
  • How to integrate brand and culture
  • How to use lean principles to drive exponential change
  • How to become a servant leader
  • How leaders can develop their emotional competence to build and strengthen relationships to drive organizational success
  • Why products and services catch on and become contagious
  • How to use storytelling as a catalyst for change
  • How to turn followers into fanatics
  • ...and to get a glimpse of the best tools, tactics, and strategies for you holistic XM Roadmap
  • … and much more
 GET YOUR PREMIUM PASS NOW

If CX had a Hollywood, this lineup would pretty much be its walk of fame 🙌🏻🙌🏻

Eric Kluitenberg 
CCXP, ACXS Manager CARE Operations & Design Vistaprint 

With so many hard problems left to solve in CX, we need more gatherings like this. Bringing experts and practitioners together for productive, meaty conversations - it doesn't get better than that!

Megan Burns
Customer & Employee Experience Strategist, Keynote Speaker

I am absolutely delighted to be participating in the Experia CX Summit! The opportunity to learn and share knowledge with CX thought leaders from around the world is always exciting – this is an event not to be missed!

Ian Golding
Global Customer Experience Specialist and Certified Customer Experience Professional (CCXP) 

How’d You Like To Access 30 World-Class experience MANAGEMENT Masterclasses?

These sessions will show you the strategies they’ll learn by watching the sessions that top people in the industry use and recommend. 

 GET YOUR PREMIUM PASS NOW

Featured SPEAKERS 2019
Expert Sessions

In 2019 we hand-picked world-class Experience Management experts who are at the top of their game. They’re do have huge success from transformational experience management projects, and have got decades of experience in the field between them.

Despite their busy schedules, each of these speakers jumped on board for this event and promised to teach their best stuff — because they don’t want you to go through the same mistakes and setbacks they made… and they know that the right strategy or insight, properly applied, can change everything.

All we can say is, you’re in for a good treat... below is the full speaker schedule and session topics:

DAY 01 

Bruce Temkin


What The Heck is Experience Management (XM)

Bruce Temkin is an experience management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM.

           Evan Kohn 

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5 steps to increase customer satisfaction with conversational AI

Evan Kohn is Chief Business Officer at Pypestream. He is a customer experience, digital marketing and startup partnerships leader who has appeared in Forbes, VentureBeat, Cheddar TV, and the Wall Street Journal. He is the author of PypePro℠

Gregg Lederman

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Giving Employees What They CRAVE in 10 Minutes by Friday®

Lederman is a professional speaker and executive coach. Over the past 20 years, Gregg has worked with tens of thousands of business leaders to implement performance-driven leadership, employee engagement and customer experience solutions. Gregg has written three award winning books.

Kerry Bodine

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How A Journey Mindset Can Reshape Your Customer Experiences

Kerry Bodine is the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. She helps organizations think and work in more customer-centric ways. She’s also a frequent keynote speaker at conferences events around the world.

Tim Kuppler


It’s Time to Get Serious About Meaningful Culture and Performance Improvement

Tim Kuppler is the Director of Culture and Organization Development with Human Synergistics, a 40+ year pioneer in the culture and leadership space. He leads partnerships with universities, consulting firms, professional organizations and some of the top culture experts in history.

Ian Golding

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Customer Journey Management – it is not just about the mapping!

A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. His book, ‘Customer What? The honest and practical guide to customer experience’ has received critical acclaim around the world’

Marleen Van wijk

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How To Achieve Insights Excellence: A Culture Of Measurement And Change

With 17.5 years of international experience in customer experience, marketing and manager roles, Marleen van Wijk, CCXP, helps companies to build, improve and drive customerstrategies. Marleen is a passionate CX believer, an energetic trainer and communicator.

DAY 02 

Jeanne Bliss

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“Experience” is, in its purest form… Leadership BRAVERY

Jeanne is known fondly as the “Godmother” of CX. She is a 5-time Chief Customer Officer and CEO of CustomerBliss, where she has coached over 20,000 leaders since 2002. Jeanne is also the author of four books on CX.

Mark Tomaszewicz

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The Five Dimensions of Employee Experience

Mark is an explorer of ideas, people and experiences, he is happiest when he’s helping others see the world differently. Mark has spent the last decade focused on guiding clients through experience design, brand activation and culture cultivation.

Kristina Evey

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A VOC Focus Strengthens Your Customer Experience

Kristina Evey is a strategic business consultant guiding companies to recognize higher sales and expand their loyal customer base by establishing the CX as a strategic initiative. She is an expert, coach, speaker, and trainer in all things related to CX.

Megan Burns

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Burnout Is Not Customer-Centric: Balancing Customer And Employee Experience So Everyone Thrives

Megan Burns is a keynote speaker, strategic advisor, and one of the world’s leading experts in customer experience management (CXM). She was named one of 25 must-follow CX experts in 2019 and is a frequent speaker at many industry events.

Maurice FitzGerald

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How to stay married… to your customers, of course.

Maurice is the author of Net Promoter – Implement the System, and two other books on customer strategy. Maurice now works with Richard Owen’s team as Editor in Chief - Content at Owen CX.

Gayana Helder

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How to drive Cultural Transformation by humanizing your business

Gayana Helder is a strategic consultant, certified customer experience professional (CCXP), public speaker and the managing director of NeCXus, a customer experience management consultancy and training firm. She’s also providing Customer Experience Masterclasses, in-house and as a public course.

Jay Baer

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Turn Your Customers Into Volunteer Marketers

Jay Baer, CSP, CPAE has spent 25 years in digital marketing and CX, consulting for more than 700 companies during that period.. His current firm – Convince & Convert – provides word of mouth, digital marketing, and CX advice.

DAY 03

Shep Hyken

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The Convenience Revolution

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author. He is now out with his new book” The Convenience Revolution”.

Oleg Konovalov

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Advanced Leadership: Care For People, Care For The Future

Oleg Konovalov is a thought leader, author, business educator and consultant. Oleg is on the Thinkers50 Radar and has been recognized as #1 Global Thought Leader on Culture by Thinkers 360. He is now out with his new book LEADEROLOGY.

Ingrid Lindberg


CXO Truth Talk: An interview with a serial CXO

The world’s first customer experience officer (CXO) and global expert in changing the way brands treat their customers. She’s a global keynote speaker, author and founder of consulting firm Chief Customer.

Chris Brown

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How to create a truly customer obsessed culture

Chris is a global expert in customer-centric business strategies. He and his colleagues have conducted extensive research on this topic and published articles in Strategy & Leadership, B2B Magazine, the CEO Refresher, the Harvard Business Review Blog and other journals.

Clare Muscutt

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How to Be Awesome at CX

Clare Muscutt is one of the world’s leading experts in Customer Experience and specialises in customer-led service design and transformation. Clare is a international keynote speaker, blogger, soon to be author and Founder of CMXperience LTD, a network of freelance CX/EX people who collaborate on projects for global clients across the private and public sector to create Awesome CX.

Michel Falcon

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People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People

Michel Falcon is an entrepreneur, advisor, author and international keynote speaker who leverages customer experience, employee engagement and company culture strategies to grow businesses. He is the author of the bestseller book, People First Culture.

Debbie Akwara

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How To Use Customer Feedback To Improve Business Performance

Debbie Akwara is the founder & principal CX consultant at Niche Customer Experience Consulting Firm. She has over 2 decades of experience delivering CX success and is the author of the book CUSTOMER PULSE CHECK.

DAY 04

Olga Guseva

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Evolution of customer-centric corporate culture. Doing the right things at the right time

Olga Guseva is a CX strategy consultant, certified customer culture management and transformation specialist. CCXP, MBA, Ph. D., keynote speaker and blogger, judge and ambassador of several international CX competitions. Olga is based in St. Petersburg and runs Integria Consult.

Colin Shaw

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Defining What Customers Really Want and What Drives Value for Them

Colin is acclaimed, by others, as being a world Thought Leader in Customer Experience and Marketing. Colin is a prolific blogger and has written six bestselling books on Customer Experience and has been a commentator on CNN, BBC TV, NPR, LBC.

Adam Toporek

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Be Your Team's Hero: How To Lead A World- Class Customer Experience Team

Adam Toporek is an internationally-recognized customer experience expert, keynote speaker, and customer service trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He is the author of “ Be Your Customer's Hero”.

Mike Wittenstein

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Big Breakthroughs Come From Breaking Big Things

Mike is a former eVisionary at IBM Global Services and have worked with over 800 companies in 24 countries to help them create almost $2 billion in added value. He’s a credentialed speaker (CSP), consultant (CMC), and experience designer (CCXP).

Randy Conley

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Strategies for Creating an Exceptional Employee Experience

Randy Conley is the Vice President of Client & Trust Practice Leader for The Ken Blanchard Companies. Randy is the author of the award- winning Leading with Trust blog (www.leadingwithtrust.com) .

Laura Tengerdi

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Building a loveable bank – transitioning from a legacy company to a customer-centric culture

Laura Tengerdi is Head of Communications and CX of Budapest Bank, former GE Capital. She has over 20 years of experience in brand marketing, customer marketing and CX, managing global and local brands and background in both B2B and B2C roles.

Benjamin Granger

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X and O Data Inequality: How to Leverage O-data Principles to Improve EX

Dr. Benjamin Granger is Sr. Principal of Employee Experience (EX) at Qualtrics. He has over a decade of experience building, running and optimizing EX measurement and management programs across the globe. Ben leads research initiatives within the Qualtrics XM Institute.

DAY 05

Denise Lee Yohn

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How Integrating Brand and Culture Powers the World's Greatest Companies

Denise Lee Yohn is the go-to expert on brand leadership for national media outlets, an in-demand keynote speaker and consultant, and an influential writer. The author of the bestselling book What Great Brands Do and the new book FUSION.

Adrian Swinscoe

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What would a punk rock version of CX look and feel like?

Adrian Swinscoe is a best-selling author, Forbes contributor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for 20 years. Adrian is a frequent writer, interviewer, podcaster, conference speaker, panellist and chair.

Tanveer Naseer

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How Leaders Can Create A Magnetic Employee Experience At Work

Tanveer Naseer is an internationally-acclaimed keynote speaker and award-winning leadership writer. His first leadership book, “Leadership Vertigo” has received rave reviews and endorsements by many of today’s top leadership thinkers and practitioners.

Jeannie Walters

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Create Fewer Ruined Days for your Customers

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. 

Chris Dyer

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The Diverse Workplace – Creating a company filled with people who think differently

Chris Dyer is a recognized performance expert. He’s the author of The Power of Company Culture. He is also the Founder and CEO of PeopleG2. Chris has dedicated years of research to uncovering what drives productivity and profits.

Stan Phelps

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Pink Goldfish - Amplify Differentiation to Stand Out in the Marketplace

Stan Phelps, is the Founder of PurpleGoldfish.com. He is a TEDx speaker, Forbes contributor and Certified Speaking Professional that focuses on customer experience and employee engagement. He has spoken at over 400 events in 16 countries.

Charlene Li

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The Disruption Mindset: Why Some Organizations Transform While Others Fail

Charlene Li is the author of six books, including the New York Times bestseller, OpenLeadership. Her latest book is the bestseller The Disruption Mindset. She was named one of the most creative people in business by Fast Company.

How’d You Like To Access 30 World-Class experience MANAGEMENT Masterclasses?

These sessions will show you [the strategies they’ll learn by watching the sessions that top people in the industry use and recommend.

 GET YOUR PREMIUM PASS NOW

Why should I sign up for
EXPERIA SUMMIT

Once-In-A Lifetime Curated Speakers & Actionable Content

Never before seen Experience Management strategies explained by the top experts in the world (hand-picked just for Experia Summit.)

World-Class Quality Content & Production

This not your ordinary online event. We take pride in delivering you the absolute best content and making sure the production quality is top notch.

You Don’t Even Need To Leave Your House Attend From Your Computer, Phone or Tablet

There’s no flight or hotel room to book… saving you thousands of dollars, unpaid work leave, and time away from your family.

Works Whether You’re A Beginner, Intermediate, or Advanced

This is NOT one of those events where the speakers hold back on information so they can pitch their products or service at the end – far from it! They’re digging deep to give you their best stuff with ideas you can implement no matter what level you are at.

Winning Strategies Revealed By The Top Experience Managements Experts In The World

Your journey to Experia Summit could go one of two ways

Long and Difficult Way

You could spend thousands dollars and countless hours trying to implement "OLD" outdated Experience Management strategies you've learned from "so-called experts" that aren't that effective anymore (or worse... don't work at all!) if you'd like to get results fast.

Easy & Fast Way

You could sign up for Experia Summit today and get real insights from the top Experience Management experts and a step-by-step guide to how to build a people-centric organization that not only puts people first but also experiences phenomenal growth as a result of that.

If you’re looking for your average, run-of-the-millvirtual summit, you’ve come to the wrong place.

 GET YOUR PREMIUM PASS NOW

Meet Your Hosts

ANNETTE FRANZ

Co-creator and co-host of Experia Summit, CCXP, CEO of CX Journey Inc

Hi, I’m Annette.

I have more than 25 years of experience helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Annette_Franz_Experia_Summit-Host

I am an internationally recognized experience management thought leader, coach, speaker, and author. I serve as Vice-Chair on the Board of Directors of the Customer Experience Professionals Association (CXPA), am an official member of the Forbes Coaches Council, and serve as an Advisory Board Member for CX@Rutgers.

My mission is to ensure that people --  starting with employees, then customers, and then other constituents -- are the primary focus of the business. When people are at the heart of the business, they win and so does the business. 

If you are ready to put in the work, I’m here to show you the way.

JOAKIM THÖRN

Co-creator and co-host of Experia Summit, XM Scientist, CEO of Effectly AB and Keynote Speaker

Hi, I’m Joakim,

I have more than 25 years of experience helping companies close the X Gap and create engaged employees and customers that pay more, stay longer and recommend the brand.

I think that the customer- and employee experience key is: “Ask honest questions every day to gain understanding so you can practice empathy…” Once we’ve learned something about our employees and customers, we’re armed and ready to take action and do something amazing to improve the customer-, employee-, product- and brand experience.

My mission is: Everything I do is to inspire and lead people to create passionate and authentic experiences - in every interaction and conversation. The result is a world with more wow moments and happiness.

If you are ready to put in the work, I’m here to show you the way.

Be the experience you want to see.

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How’d You Like To Access 30 World-Class experience MANAGEMENT Masterclasses?

These sessions will show you Experience Management strategies they’ll learn by watching the sessions that top people in the industry use and recommend.

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