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DAY 01

Bruce Temkin

9:00-10:00am ET

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

10:00-11:00am ET

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

11:00-12:00am ET

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

12:00-1:00pm ET

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

1:00-2:00pm ET

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

2:00-3:00pm ET

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

3:00-4:00pm ET

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

9:00-10:00am ET

“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

10:00-11:00am ET

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

11:00-12:00pm ET

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

12:00-1:00pm ET

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

1:00-2:00pm ET

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

2:00-3:00pm ET

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

3:00-4:00pm ET

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

9:00-10:00am ET

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

10:00-11:00am ET

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

11:00-12:00pm ET

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

12:00-1:00pm ET

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

1:00-2:00pm ET

How to Be Awesome at CX

Clare Muscutt is one of the world’s leading experts in Customer Experience and specialises in customerled service design and transformation. Clare has won numerous awards including CX Professional of the Year for her innovative approach and impressive commercial results.

Michel Falcon

2:00-3:00pm ET

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.

DAY 04

Olga Guseva

9:00-10:00am ET

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

10:00-11:00am ET

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

11:00-12:00pm ET

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

12:00-1:00pm ET

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

1:00-2:00pm ET

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

2:00-3:00pm ET

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.

Debbie Akwara

3:00-4:00pm ET

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.

Benjamin Granger

3:00-4:00pm ET

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

9:00-10:00am ET

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

10:00-11:00am ET

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

11:00-12:00pm ET

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

12:00-1:00pm ET

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

1:00-2:00pm ET

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

2:00-3:00pm ET

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

3:00-4:00pm ET

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.

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