Agenda

Headliner:

Dora Boussias
Senior Director, Data Strategy and Architecture
Stryker
 
Why You Should Listen to Dora:
Bio is forthcoming.

Abstract:
When creating new experiences it is essential to bring concepts to life through prototyping and experimentation. This should allow you to move both rapidly and intelligently by gaining buy-in from business stakeholders, validating concepts with customers, and reducing ambiguity for implementation and development partners….ultimately, significantly improving the quality and success of the final experience.
 
Key Take-Aways:

• Critical factors to gain clarity on short and long term business benefits of experimentation and prototyping and how to gain buy-in and investment from potential stakeholders
• Techniques to understand the difference between concept and design experimentation – when to use which and what type of prototyping support is needed
• Framework for setting up a CX experimentation and prototyping capability

Rockstar Insight:

Miya Gray
Vice President Customer Experience & Engagement
Pfizer
 
Why You Should Listen to Miya:
Miya has practiced Customer Experience across the healthcare ecosystem in large and small(er) organizations for 20+ years. She believes that CX is a team sport, and, in order to be successful, the customer has to be part of the team – providing input and insights to shape new experiences. As a CX leader, Miya is focused on introducing new and innovative CX capabilities that will positively impact customers as well as add value for internal stakeholders.

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Abstract:
Eager to take your customer experience to the next level? Join us as we explore how proper journey mapping leads to improved customer satisfaction, retention, and success.

Key Take-Aways:

• Fresh perspectives on driving customer success
• Framework for successful journey mapping
• Best practices for collaboration across teams

Fab Facilitator:

Ian Tempro
Chief Operating Officer
IA Call Center
 

Why You Should Listen to Ian:
As an industry veteran with 20 years of experience in steering contact center operations, Ian’s leadership as COO of Insta Answer has been instrumental in incorporating service focused technology to drive improved customer engagement. He is committed to helping brands reach their CX goals and is recognized for his ability to build truly bespoke programs across diverse industries.

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Abstract:
Meeting and exceeding customer expectations is crucial for thriving in today’s competitive landscape. Consistency in content, messaging, functionality, value proposition, and branding across multiple touchpoints, interfaces, and experiences has never been more challenging and essential to delivering an exceptional customer experience.

Key Take-Aways:

• Practical strategies for working cross-functionally to incorporate CX transformation into your roadmap.
• Lessons learned from the creation, implementation, and adoption of an enterprise design system, as well as creating and launching new digital products.
• Real-world examples of how ADP, Gibson Brands, Inc., and Novartis meet and exceed customer expectations by unifying customer experiences across multiple platforms and channels.

Fab Facilitator:

Michael Stineman
Executive Vice President, Growth
Modus
 

Why You Should Listen to Michael:
Over two decades ago, Michael embarked on a journey that transitioned him from product management to customer experience. During this time, he has steered companies like ADP, Coldwell Banker, and Sesame Workshop, through the stages of ideation, design, development, and ultimately, the launch of various digital experiences. His enthusiasm lies in providing practical and strategic guidance that delivers lasting value.

Moderator:

Shruti Basavaraj Ahluwalia
Head of CX Strategy, Citi Branded Cards and Unsecured Lending
Citi
 

Why You Should Listen to Shruti:
Shruti is driving the path to create transformational customer-centric experiences across the customer lifecycle at Citi. She brings emerging digital and technology expertise together with business analytics, competitive knowledge, and customer best practices to propel growth.

 

Panelists Include:

Allison Boudreau
Area Vice President, Digital Experience and Education
Calix
Customer Engagement Leadership Council Member
 

Why You Should Listen to Allison:
Allison leads a skilled team of customer engagement, community, and education professionals who are dedicated to helping customers reach their business objectives. She has over 15 years of experience in B2B markets, covering telecommunications, healthcare, and SaaS. She thrives when creating strong relationships with customers and providing value that exceeds their expectations. She is a data nerd who loves to improve programs through CSAT and engagement metrics. Her personal motto is “over prepare, then go with the flow.”
Find her on LinkedIn

 
Kaitlyn Daleiden
Principal UX: Experience Strategy, Content & Communications
Nordstrom
 

Why You Should Listen to Kaitlyn:
Kaitlyn is a UX leader and content strategist at Nordstrom, supporting both customer and employee experiences, and advocating for the customer experience to ensure Nordstrom’s digital tools and experiences align with Nordstrom’s company vision of “making customers look and feel their best.” Prior to her time at Nordstrom, Kaitlyn spent 7 years at United Airlines where she specialized in content design, marketing, and personalization in various organizations including sales, technology and product giving her a unique point of view on how to create meaningful and engaging customer experiences.

 
Michelle Henry
Senior Vice President, Customer Experience
FirstEnergy
 

Why You Should Listen to Michelle:
Michelle is a Registered Professional Engineer who started her career in nuclear engineering over 30 years ago. Her journey through the electric utility business at FirstEnergy included positions in rates, treasury, policy and compliance, a diverse background that provided unique perspectives to prepare Michelle for her current role of Senior Vice President, Customer Experience. She firmly believes that an exceptional customer experience is the key to any successful organization, and it all starts with the caring and cultivation of its employees.

 
Leslie Nelson
Senior Director, Digital Client Experience
HOLLY HUNT
 

Why You Should Listen to Leslie:
Leslie has over 25 years of experience in building world-class client service teams and strategies for luxury brands, and leading operations for exponential growth. She is currently the Senior Director of Digital and CX at HOLLY HUNT, a luxury furnishings brand now a part of MillerKnoll. Previously, Leslie was the head of operations for Sotheby’s marketplace, and Head of Service at Chanel, Tourneau, and Bluefly.

 
Laura Smith
Executive Vice President Global Sales & Customer Experience
Hertz
 

Why You Should Listen to Laura:
Laura brings more than 25 years of expertise in the travel industry and customer experience. She has held various leadership roles at Hertz’s International Contact Centre as well North America Contact Center and is currently based at Hertz’s HQ in Estero where she oversees CX and Sales. Laura’s extensive experience in transformation, technology enablement for enhanced customer experience and early deployment of GenAI is sure to make this an exceptional panel.

Hosted By:

Vanessa Neurohr
Vice President, Customer Success
MuckRack
 

Why You Should Listen to Vanessa:
Vanessa joined MuckRack in 2016 as a Customer Success Strategist and currently serves as the Vice President of Customer Success. In this role, she works to change the way professionals’ approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

 

Hosted By:

Pamela Fusting
Director Of Operations, CX
State of Tennessee Department of Human Services
 

Why You Should Listen to Pamela:
Bios is forthcoming.

 

Hosted By:

Karen Mitchell
Senior Director – Product Management
Marriott International
 

Why You Should Listen to Karen:
Karen has spent the last 20 years building a successful professional career leading technology strategy and transformation. She is currently employed at the largest hotel company in the world where she is responsible for the strategy and development of a multi-million dollar platform utilized by a 150,000 users across the globe.

 

Abstract:
Industries such as Automotive and Consumer face rapidly changing market demands with consumers seeking sustainable and technologically advanced products. They also face intense competition from global players who are applying pressure to innovate and reduce costs. Therefore, the universal formula is to design meaningful and desirable products that support users’ lifestyle. To design with humans at the center means to evoke the right emotions, creating experiences that make users feel in control, catered to, and understood.

Key Take-Aways:

• Examples of emphasizing on sustainable and technologically advanced solutions
• Best practices to navigate intense global competition with innovation and efficiency
• Proven ways of Human-Centered Design as a Strategic Imperative

Rockstar Insight:

Heramb Dandekar
Global Director, User Experience
Whirlpool Corporation
 

Why You Should Listen to Heramb:
Heramb is a global UX leader known for his knack for identifying enhancements in design and processes. Driven by a passion to humanize technology, he strives to make products and services approachable, desirable, and ubiquitous. Heramb has successfully influenced large organizations in both the automotive and consumer goods industries, shifting their focus from the status quo of feature design to creating meaningful and elegant experiences that foster brand loyalty.

Abstract:
Customers expect businesses to provide products and services that are tailored to not just meet their needs, but to also surprise and delight them. Introducing humans-centered design as a discipline is vital to create solutions that solve the right problems while creating the right experiences. If your organization is interested in learning how to put people at the core of your creative process, this is the session for you.

Key Take-Aways:

• The basics of how to identify a human need, how and why you need to keep that need at the center of the design process
• Best practices to identify good and bad design from a user interaction perspective
• Guide to uncover what can be measured to improve the design, and ensure that you conduct your research fairly and ethically

Rockstar Insight:

Karen Mitchell
Senior Director – Product Management
Marriott International
 

Why You Should Listen to Karen:
Karen has spent the last 20 years building a successful professional career leading technology strategy and transformation. She is currently employed at the largest hotel company in the world where she is responsible for the strategy and development of a multi-million dollar platform utilized by a 150,000 users across the globe.

 

Abstract:

In this session, you will finally understand what Nigel Tufnel in the movie, “Spinal Tap” was getting at when he turned his amp up to “11.” The fatal flaw of CX success it believing you’ve done enough. Trust me, you haven’t and soon, someone else will. We will discuss the hard lessons of why your CX is falling behind, the grind to catch up, and the things you have to do to stay on top. Join this session, dig in deep, and let’s find out how you can turn your CX up to 11.

Key Take-Aways:

• Specific frameworks and exercises that constantly challenge your current position
• Cases and examples of the ongoing transformation of CX and how you can use them to your advantage
• Stories and frameworks you can use to sell this message to your leadership.

 

Headliner:

Craig Antonucci
Chief Experience Officer
Autocar Trucks

Why You Should Listen to Craig:
Craig is a Transformational Leader and Professional Storyteller. As Chief Experience Officer for Autocar, the oldest truck brand in the United States, he uses Paradoxes, Paradigms and Frameworks to deliver a unique Raving Fan experience. This, combined with his 20 years’ experience working with some of the coolest companies around, has he and his team working on all the things that nobody has done yet but should have!

Abstract:
In the dynamic landscape of customer experience, embracing and effectively managing change is paramount. We’ll delve into the nuances and challenges of change saturation and fatigue. Drawing upon real-world insights and research, we’ll discuss strategic approaches to foster a culture that not only adapts to but also thrives amidst continuous change.

Key Take-Aways:

• Recognize the Differences Between Change Saturation and Change Fatigue: Understanding the distinction between change saturation and change fatigue is crucial to mitigate these challenges, ensuring that your workforce remains engaged and productive.
• Strategies for Incremental and Inclusive Change: Adopting incremental change strategies and a bottom-up approach empowers employees at all levels, facilitating smoother transitions and greater buy-in. Emphasizing transparent communication and feedback further enriches this process, aligning organizational changes with employee expectations and capacities.
• Strategies for Resilience and Adaptation: A positive employee experience is foundational to successful CX transformation. We’ll cover science-backed strategies to cultivate a more resilient and adaptive organizational culture.

Headliner:

Michael “Coop” Cooper
Founder & Head Executive Coach
High Performance Orgs
Growth Innovation Leadership Council Partner
 

Why You Should Listen to Michael:
Michael “Coop” is passionate about the people side of change. He recognizes changing minds can be difficult but knows often it’s much easier and simpler than we might think. Coop empowers leaders at companies around the world to understand and appreciate the underlying NeuroEfficiencies that people have, to speak directly in terms of what is important to them, and successfully sell their ideas and strategies.

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Abstract:

Companies aiming to boost customer experience often face resource limitations. Are there cost-effective methods to grasp customer pain points efficiently? How can a holistic approach, spanning from Voice of Customer to customer journey to digital roadmap, unveil the essence of CX? What’s the recipe for a balanced strategy, blending long-term vision with short-term gains to bolster digital capabilities and maintain a competitive edge?

Key Take-Aways:

• Critical factors in grasping the fundamental pillars of a customer experience audit
• Practical insights on deploying a systematic, customer-centric tool for Voice of Customer analysis, unveiling actionable insights into your CX blueprint
• Best practices for crafting a comprehensive customer journey and digital roadmap to elevate customer experience excellence

Rockstar Insight:

Demi Lin
Vice President, Global Business Development & Strategic Marketing, Recent Customer Experience and Digital
Axalta
 
Why You Should Listen to Demi:
Drawing from over two decades of experience in sales, marketing, strategy, and business development, Demi has consistently delivered measurable results in enhancing customer satisfaction and driving top-line growth. In this presentation, Demi will share innovative insights and practical strategies and practices for enhancing customer experiences.

Abstract:
When we make our employees our priority, our customers will see the positive outcome! We have all heard the saying, “happy employees result in happy customers.” Creating an environment that is conducive to positivity, empowerment, and growth is how we can make it happen. Investing in our employees is the first step. If we want our employees to exhibit positive behaviors, create positive experiences and wow our customers, we also have to do the same for them! The return on investment when investing in employees far outweighs the monetary cost.

Key Take-Aways:

• Framework to customer service that supports employee empowerment.
• Best practices for gaining buy-in from employees to provide a positive CX.
• Insights on the importance of recognition and celebrating employee and CX successes.
• Examples of how investing in employees creates a significant ROI.

Rockstar Insight:

Tawana Allen
Vice President, Customer Experience
Greater Orlando Aviation Authority

Why You Should Listen to Tawana:
Over the past 20 years, Tawana has devoted her career to boosting customer and employee experiences, encouraging innovation, and managing the ongoing changes of the aviation-world. She is a force behind the creation and application of customer experience plans that perfectly synchronize with the overall aims and objectives of the Aviation Authority and bring empowerment to employees. 

Abstract:
A workplace culture centered on curiosity, support and fellowship is the foundation of a strong team. An exceptional employee experience is about genuine connection and understanding the core drivers of fulfillment and satisfaction. Compelling leaders who lead highly engaged teams leverage true human engagement and connection, with focus on continuous growth and improvement. Meaningful and successful growth is created by utilizing team member strengths and how it can help the team achieve its goals. A great employee experience comes from an environment centered on trust, positive collaboration, supportive productivity and remaining psychologically safe.

When it comes to your employee experience, great teams and teamwork are not a nice-to-have; they are a must-have!

Key Take-Aways:

• Framework for creating an organizational culture based on curiosity, support, and fellowship.
• Best practices for building trusting and psychologically safe teams.
• Insight on the importance of connecting employee strengths and satisfaction that leads a successful employee experience.

Rockstar Insight:

Namrata Rathore
Senior Director, Access Center
Orlando Health Medical Group

Why You Should Listen to Namrata:
With over 20 years of experience in process improvement, and organizational growth, Namrata is a highly skilled, award-winning Administrative Executive. She has influenced the implementation of system-wide best practices and training initiatives that have had positive impacts on efficiency, productivity, and quality of care. She was awarded the Excellence in Leadership Award in 2018 and the 2015-2016 Best New Patient Experience Leader in Patient Access Service Center from Stanford Children’s Health. While at Orlando Health, she was recently awarded the Excellence Award in Leadership.  

Abstract:
Participants at each Customer Experience Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Experience community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

Moderator:

Mandy Muller
Senior Director of Guest Experience & Business Integrations
Zaxby’s
 
Why You Should Listen to Mandy:
Bio is forthcoming.

Panelists Include:

Kaitlyn Daleiden
Principal UX: Experience Strategy, Content & Communications
Nordstrom
 

Why You Should Listen to Kaitlyn:
Kaitlyn is a UX leader and content strategist at Nordstrom, supporting both customer and employee experiences, and advocating for the customer experience to ensure Nordstrom’s digital tools and experiences align with Nordstrom’s company vision of “making customers look and feel their best.” Prior to her time at Nordstrom, Kaitlyn spent 7 years at United Airlines where she specialized in content design, marketing, and personalization in various organizations including sales, technology and product giving her a unique point of view on how to create meaningful and engaging customer experiences.

 
Pamela Fusting
Director Of Operations, CX
State of Tennessee Department of Human Services
 

Why You Should Listen to Pamela:
Bios is forthcoming.

 
Jennifer Golden
Vice President, Digital Strategy and Transformation
U.S. Bank
 

Why You Should Listen to Jennifer:
Bio is forthcoming.