Main Conference Day One

Tuesday March 27, 2012

7:30 Registration And Networking Breakfast

Registration And Networking Breakfast

8:00 Welcome Remarks

Welcome Remarks

8:05 Customer Experience—The New Brand Differentiator

Paul Hagen, Principal Analyst, Customer Experience, Forrester Research

Competitive forces have shifted in the age of the customer: the customer voice is amplified along with their expectations, barriers to entry have changed, substitutes proliferate, and employees are a key supplier in an increasingly service-based and digitally disrupted world. Firms have taken note and some are elevating customer experience to the highest strategic levels …some even appointing chief customer officers (CCO). Paul Hagen, Principal Analyst in Forrester Research’s Customer Experience Group, will share research on the rise of the CCO and the motivations of companies appointing these individuals.

Paul Hagen

Principal Analyst, Customer Experience, Forrester Research

Paul serves Customer Experience Professionals who are working on enterprise-wide efforts that cross channels and business segments. His research focuses on defining a customer experience strategy (B2C and B2B), building organizational culture, and appointing a chief customer officer. Secondary areas of research include CRM, voice of the customer, and customer experience measurement. Paul returned [read more]

8:15 Keynote: "If It Weren't For All These Customers, Our Business Would Be So Much Easier"

Roei Ganzarski, Chief Customer Officer, Flight Services, Boeing

The ongoing journey of transforming an inward and product focused organization to a customer focused one. Roei Ganzarski is Chief Customer Officer for Boeing Flight Services (BFS). BFS provides aircraft operators worldwide with the required products and services to safely and efficiently operate their airplanes. Roei’s responsibilities include leading all customer and market facing activity worldwide including: business development, communications, customer service, marketing, sales, sales operations, and strategy. Additionally Roei leads the customer engagement culture transformation for the business

Roei Ganzarski

Chief Customer Officer, Flight Services, Boeing

Roei Ganzarski is Chief Customer Officer for Boeing Flight Services (BFS). BFS provides aircraft operators worldwide with the required products and services to safely and efficiently operate their airplanes. Services range from navigation and mission planning, to real-time flight optimization tools, to airplane manuals and onboard software, through flight simulation and pilot training to the provi [read more]

8:55 Keynote: Managing Forward: Analytics To Understand The Multi-Channel And Multi-Device Customer

Larry Freed, CEO, ForeSee

As competition intensifies, the opportunity to differentiate your company based on customer experience becomes critically important. Companies committed to providing a superior customer experience face a common problem – how to evaluate and benchmark performance across multiple touch-points with consistent, insightful and actionable metrics that reflect the customers’ perspective? Learn more about the roles mobile, websites, locations and call centers play in shaping customer experience and purchase intent. Larry will show you how to focus your company’s resources to improve customer experience using analytics that quantify satisfaction’s impact and predict customer behavior, not just report it.

Larry Freed

CEO, ForeSee

As President and CEO of ForeSee Results, Larry is responsible for managing the company's strategy and growth. Since the company's founding in 2001, he has overseen significant growth in its client base, revenues and staff. Larry brings more than 20 years experience in senior management and in directing e-commerce and technology initiatives to ForeSee Results.An expert on the cross-channel customer [read more]

9:35 Keynote: A Reinvented Store Experience To Delight Consumers And Reinforce The Disney Brand

Jonathan Storey, VP, Global Guest Experience, Disney Store Worldwide

Jonathan Storey will walk you through Disney’s new interactive store design and how they used theater, technology, and in-store activities to bring the magic of Disney Resorts into every store location. Find out the details behind this transformation and what it takes to deliver this exceptional in-store experience.

Jonathan Storey

VP, Global Guest Experience, Disney Store Worldwide

Jonathan Storey is VP Global Guest Experience, Disney Store Worldwide, a role to which he was promoted in 2011. In this position, he is responsible for leading the strategy to make the Disney Store more than just a place to buy great Disney products, but a place to have ‘a magical Disney experience’. Bringing retail and entertainment together, along with Disney’s world-class cus [read more]

10:15 Networking And Refreshment Break

Sponsored By Capgemini capgemini_logo_pms

10:45 Keynote: Getting to Results: A Proven Path from Customer Experience Idea to Impact

John Loughlin, Program Manager Quality and Customer Experience, American Express Business Travel, Americas

American Express Business Travel has a 90%+ rate of customer satisfaction. That stems from a focus on executing the fundamentals of customer experience ideas year after year. John Loughlin of AMEX Business Travel will share the three-part framework his team uses to evaluate ideas for improvements, brought to life through examples. You can adopt the framework immediately to understand the potential fit and impact of CX ideas presented throughout the conference

John Loughlin

Program Manager Quality and Customer Experience, American Express Business Travel, Americas

John joined American Express in 2010 and is responsible for front- and back-office service delivery across the Americas.　John is responsible for voice of the customer process, including research, analytics, and change management. He is also responsible for quality assurance and customer issue analytics. John’s teams oversee programs to improve the customer experience for all service channels.Prior [read more]

11:25 CCO Fireside Chat: The "AHA" Moment – Why We Created A Customer Experience Department

Devin Carty, Vice President of Culture, Chief Marketing Officer, Chief Experience Officer, Vanguard Health Systems
Roei Ganzarski, Chief Customer Officer, Flight Services, Boeing
Paul Hagen, Principal Analyst, Customer Experience, Forrester Research
Norman Hajjar, Chief Customer Officer, Guitar Center

CCO Fireside Chat: The "AHA" Moment – Why We Created A Customer Experience Department

Devin Carty

Vice President of Culture, Chief Marketing Officer, Chief Experience Officer, Vanguard Health Systems

Mr. Carty is the Vice President of Culture, Chief Marketing Officer and Chief Experience Officer for Vanguard Health Systems. Vanguard Health Systems owns & operates 28 hospitals, 2 health plans and a nursing school across San Antonio, Phoenix, Chicago, Detroit, South Texas, and New England, with over 40,000 employees committed to driving both health and health care.As chief experi [read more]

Roei Ganzarski

Chief Customer Officer, Flight Services, Boeing

Paul Hagen

Principal Analyst, Customer Experience, Forrester Research

Norman Hajjar

Chief Customer Officer, Guitar Center

12:05 Quick Stretch/Transition To Your Round Table Or The Invite Only Think Tank

Concurrent track sessions begin, feel free to alternate between tracks to customize your experience

Interactive Roundtable Discussion GroupsInvite Only VP Think Tank

12:10 Interactive Roundtable Discussion Groups

Interactive Roundtable Discussion Groups

After a busy morning of active listening, keynotes and networking, take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you. In the last 10-15 minutes, moderators will summarize the 5 key take-aways from the roundtable.Benefits:

Network with industry peers with very similar challenges, interests and responsibilities
Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert
Don’t miss out on any discussions or learnings by staying for the roundtable wrap ups at the end of the sessions
Bonus - Leave Next Generation Customer Experience with key take-aways you can put into action as soon as you return to the office

Roundtable 1:
Empowerment Of Customer Care Center Agents And Culture

Moderator:
Pam Bergeron, Director, Customer Experience, Neiman Marcus Direct
Roundtable 2:
Putting Character Into 140 Characters

Moderator:
BJ Emerson, VP, Technology, Tasti-D-Lite
Roundtable 3:
Mobile Apps And New Technology To Meet The Needs Of Today’s On The Go Customer

Moderator:
Baochi Nguyen, Manager, Social Strategy, Boingo Wireless
Roundtable 4:
HowTo Best Manage Your Online Reputation And Turn Customer Complaints (#fail) Into Assets

Moderator:
Eric Findon, VP, Customer Service, Princess Cruises
Roundtable 5:
Topic Pending

Moderator:
Tim Searcy, CEO, ACCENT
Roundtable 6:
Better Understanding And Acting On Unmet Customer Needs

Moderator:
Alfredo Gonzalez, Vice President Tourism Sales, Greater Fort Lauderdale Convention & Visitors Bureau

12:10 Invite Only VP Think Tank

Invite Only VP Think Tank

John Birrer, SVP Customer Experience , Charter Communications, Inc.
Norman Hajjar, Chief Customer Officer, Guitar Center
Gael Lundeen, VP, Customer Experience, Pitney Bowes

As a CEO or customer experience executive, it is your responsibility to prioritize customer experience and promote a customer centric value proposition throughout your organization, gain honest feedback, debate strategic ideas and share high level insights in a closed door forum.BUT YOU’RE NOT ALONE!Join your VP level peers at the Next Generation Customer Experience VP Think Tank. Take advantage of this rare opportunity to learn how your counterparts are creating innovative experiences across all consumer touch points.This is an invitation only session. If you wish to participate or would like to nominate your VP or C-level customer experience colleague, please contact Kristin Paulick, Program Director at kristin.paulick@wbresearch.com

John Birrer

SVP Customer Experience , Charter Communications, Inc.

Industry veteran John A. Birrer serves as Charter's Senior Vice President, Customer Experience. With more than 20 years in senior-level leadership, operations, customer service and loyalty positions, Mr. Birrer leads Charter's ""Customer Experience Transformation"" initiative. Among his key responsibilities are providing strategic direction and vision for all facets of defining, developing and del [read more]

Norman Hajjar

Chief Customer Officer, Guitar Center

Gael Lundeen

VP, Customer Experience, Pitney Bowes

12:50 Luncheon—Keep the conversation going with birds of a feather topic tables

Luncheon—Keep the conversation going with birds of a feather topic tables

Track A: Innovations In Customer Suppo...Track B: Mobile, Social And Web Engage...Track C: Optimizing The Retail Experie...

2:00 Opening Remarks By The Track Chair

Track A: Innovations In Customer Support And The Call Center Experience

Opening Remarks By The Track Chair

Track A: Innovations In Customer Suppo...Track B: Mobile, Social And Web Engage...Track C: Optimizing The Retail Experie...

2:05 Make Great Together: Providing The Full Customer Support Experience In A Community Environment

Track A: Innovations In Customer Support And The Call Center Experience

Brianne Hattaway, Director of Customer Support & Insights, Threadless

Communities are the most effective way to listen to what your customers have to say. By giving your community a sense of ownership and transparency, you elevate brand awareness, increase customer loyalty, and gain clear insights into your customers’ wants and needs. Instead of being a broadcaster, be a part of the community and the conversation to create a fulfilling user experience and sense of connectedness.

Brianne Hattaway

Director of Customer Support & Insights, Threadless

Brianne Hattaway is the Director of Customer Support and Consumer Insights at Threadless.com. She graduated from Illinois State University with a degree in Marketing and a focus on Entrepreneurial and Retail Operations. In 2005, Brianne joined Threadless—an innovative, but then little-known t-shirt website which has grown to become a leading global and Internet crowdsource design company. During t [read more]

2:05 Extending Functionality And Crossing Boundaries In Mobile Design & Applications To Solve Critical Customer Problems

Track B: Mobile, Social And Web Engagement Strategies

Ant Creed, VP, Experience Design, Kelley Blue Book

The best mobile apps remind us that it's usually better to do a few things well than to do many things merely adequately. The worst ones remind us that trying to replicate a web experience on a tiny screen is doomed to fail. Surprisingly, there are relatively few experiences which seek to be the best of both worlds, allocating functions and features based on each platform's strengths, and making the total experience greater than the sum of its parts. In this presentation, Ant will present some good, bad and ugly examples, present a simple way to consider the whole experience so you can allocate features and functions to where they'll do most good.

Ant Creed

VP, Experience Design, Kelley Blue Book

2:05 Delivering Extraordinary Retail Customer Experiences

Track C: Optimizing The Retail Experience

Milton Pedraza, CEO, Luxury Institute LLC

Most brands are committed to dramatically improving the customer experience in their stores. But many are stuck on using outdated, unproven training as the key too. Research shows that while many brands have good in-store experiences, they are far from extraordinary and retailers fall short when it comers to relationship building. Most retailers having dismal customer retention rates at 70-90%. Milton Pedraza, CEO of the Luxury Institute shows us what it really takes to build extraordinary retail experiences, in the store, after the sale and in long-term relationship building. He teaches us and how to address root causes, not just symptoms, by creating customer-focused cultures that dramatically increase data collection, customer retention and referrals rates.

Milton Pedraza

CEO, Luxury Institute LLC

Milton F. Pedraza is the CEO of the Luxury Institute, LLC. Through the use of proprietary surveying techniques with high net worth consumers, Mr. Pedraza has established the New York-based Luxury Institute as the trusted and impartial luxury brand ratings and research and Luxury CRM consulting institution that is the voice of high net-worth consumers. Today, luxury goods and services firms, luxury [read more]

Track A: Innovations In Customer Suppo...Track B: Mobile, Social And Web Engage...Track C: Optimizing The Retail Experie...

2:40 Customer-Centric Training, And Rethinking Rewards And Incentives

Track A: Innovations In Customer Support And The Call Center Experience

Please stay tuned for additional session details

2:40 Using Social To Reward Brand Loyalty

Track B: Mobile, Social And Web Engagement Strategies

BJ Emerson, VP, Technology, Tasti-D-Lite

Understand the opportunities for innovation in customer engagement that help drive loyalty
Identify ways of integrating conventional loyalty programs with mobile and LBS applications
Learn how to gain the insights required to deploy a successful location based marketing campaign
Discover lessons learned and how Tasti D-Lite has enabled customers to share their loyalty and location activity online
Uncover the consumer benefits of receiving tangible rewards through the social friendly POS application and TastiRewards program

BJ Emerson

VP, Technology, Tasti-D-Lite

BJ Emerson is an award winning social technology executive who has a long and consistent track record of innovation and leadership within the organizations he serves. BJ's unique perspective comes in part from spearheading the integration of the Tasti D-Lite brand experience with online communities and was largely responsible for taking the brand from a place of social negligence to social promine [read more]

2:40 Teaching Service Excellence to 42,000 Employees

Track C: Optimizing The Retail Experience

James Merlino, MD, Chief Experience Officer, Cleveland Clinic

James Merlino, MD

Chief Experience Officer, Cleveland Clinic

James Merlino, M.D., is the Chief Experience Officer of the Cleveland Clinic health system, and has an appointment as a staff colorectal surgeon in the Digestive Disease Institute. Together with the Executive Chief Nursing Officer, he leads the Office of Patient Experience. He sits on the Cleveland Clinic executive team, the operations council, and the office of professional staff affairs committe [read more]

3:15 Networking And Refreshment Break

Networking And Refreshment Break

Track A: Innovations In Customer Suppo...Track B: Mobile, Social And Web Engage...Track C: Optimizing The Retail Experie...

3:45: Panel Discussion: Ideas For Capturing VoE To Drive Customer Experience Innovation

Track A: Innovations In Customer Support And The Call Center Experience

Helen Baynes, Director, Sales, NET-A-PORTER GROUP Limited
Tabitha Dunn, Director, Customer Insights, Citrix Online
Mohamed Latib, PhD, Chief Operating Officer, PeriscopeIQ

Panelists walk you through ideas for effectively gathering employee feedback to help identify key areas for improvement across all customer touch poins.

Net Promoter Score is not just for customers, how to use NPS with your employees
VoC is not just for your customers, how to capture Voice of the Employee
Methods for collecting transactional feedback as well as employee engagement feedback
How to overlay VoE and VoC to identify attributes that bring the most lift to customer experience

Helen Baynes

Director, Sales, NET-A-PORTER GROUP Limited

Tabitha Dunn

Director, Customer Insights, Citrix Online

Tabitha’s passion and commitment to seeing challenges through the eyes of customers is integrated into everything she does. Tabitha’s 10+ years of expertise has helped companies from Xerox to Citrix Online to turn a wealth of customer data into actionable information and drive bottom-line, strategic impact. Tabitha has designed successful customer experience programs at Xerox, Philips Healthcare a [read more]

Mohamed Latib, PhD

Chief Operating Officer, PeriscopeIQ

Mohamed Latib is the Chief Operating Officer and Co-Founder of PeriscopeIQ. He leads the company's practice in employee and customer engagement. In this role, his task is to explore innovations to assure that the outcome of projects are grounded in scientific methods so that executives are confident making decisions to drive business performance.He was formerly the Dean of Gwynedd-Mercy College's [read more]

3:45: Panel Discussion: Social Media: Consumer Engagement Risks And Rewards – Strategies To Talk To Your Customer How, When, And Where They Want!

Track B: Mobile, Social And Web Engagement Strategies

Michelle Adorjan, SVP, Marketing & PR, Tacori
Larry Gomperts, EVP, Marketing & Strategy, Robbins Brothers, The Engagement Ring Store
Cathy Tull, SVP, Marketing, Las Vegas Convention & Visitors Authority

In this session, learn vital online marketing practices from industry leading social media marketing and communications experts. Whether you need Social Media 101 to grow your community strategically , or, if you’re already an expert with a growing Social Community – this panel session will help you take your online communication strategy to the next level by identifying consumer sentiment and responding with the appropriate engagement strategy – talking to your customer how, when, and where they want it!

Michelle Adorjan

SVP, Marketing & PR, Tacori

Michelle Adorjan Chila has headed the Marketing & Publicity department and acted as Fashion Director for TACORI for more than six years. A lifelong jewelry lover, Michelle has been involved with celebrity and style for almost a decade, and has appeared as an expert commentator on a variety of television shows and networks including – the E! Red Carpet at the Oscars Show, The Dr. Ph [read more]

Larry Gomperts

EVP, Marketing & Strategy, Robbins Brothers, The Engagement Ring Store

Cathy Tull

SVP, Marketing, Las Vegas Convention & Visitors Authority

Cathy Tull is Senior Vice President of Marketing for the Las Vegas Convention and Visitors Authority (LVCVA). The LVCVA is the destination marketing organization for Las Vegas and Southern Nevada and its mission centers on creating the world’s most desirable destination for leisure and business travel. The LVCVA also owns and operates the Las Vegas Convention Center and Cashman Center.As Senior Vi [read more]

3:45: Increasing Business By Capitalizing On A Market Niche

Track C: Optimizing The Retail Experience

Shari Storm, Chief Marketing Officer, Verity Credit Union

Learn how one financial institution increased new customers, loan balances and word of mouth marketing by focusing on the most powerful market today – Moms. Moms make 83% of the household spending decisions and they are a critical influencer of where their friends and family will do their banking. This case study will discuss how Verity:

Enhanced the branch experience to cater to a niche market
Designed online campaigns to drive social media traffic
Tracked the success (and failures) of their efforts

Shari Storm

Chief Marketing Officer, Verity Credit Union

Shari Storm has been with the credit union industry since 1998. Under Shari's leadership, her company’s use of social media has earned them a Net.Banker Innovator of the Decade. Shari has been asked to speak around the country on various topics related to innovation. She was a member of Filene's prestigious i3 team and recently won a CUES Rising 100 Award. Shari has an undergraduate degree in spee [read more]

Track A: Innovations In Customer Suppo...Track B: Mobile, Social And Web Engage...

4:25 Panel Discussion Collecting Feedback From The Front Lines To Drive Customer Loyalty

Track A: Innovations In Customer Support And The Call Center Experience

Jeff Anglin, Director, Customer Experience, Medtronic Diabetes
Eric Jagher, Senior Director, Strategic Guidance, Insights and Planning, US Cellular
Baochi Nguyen, Manager, Social Media and Community Strategy, Boingo Wireless

Call centers across all industry have become very good at capturing agent performance metrics such as first call resolution. However, a critical piece is sometimes missing. How does your customer feel about their interaction with your agent, and in turn, your organization? This panel will review key tools and strategies for capturing critical and immediate customer feedback. Panelists will address how to most efficiently capture this data and use it to

Jeff Anglin

Director, Customer Experience, Medtronic Diabetes

Jeff’s internal title is Customer Experience Czar, and in this role he is responsible for driving culture change to one of customer centricity, as well as to develop and implement customer retention and loyalty strategies across all customer touch points. Prior to joining Medtronic, Jeff served as Director of Sales and Marketing at LXN Corporation, an Inverness Medical company. Prior to working at [read more]

Eric Jagher

Senior Director, Strategic Guidance, Insights and Planning, US Cellular

Eric Jagher is Senior Director, Strategic Guidance, Insights, and Planning　for　U.S. Cellular, which　is the nation's sixth-largest wireless carrier. U.S. Cellular provides a comprehensive range of wireless products and services, unmatched customer service and a high-speed nationwide network to approximately 5.9 million customers in 26 states.　 Eric played a leadership role in the st [read more]

Baochi Nguyen

Manager, Social Media and Community Strategy, Boingo Wireless

Baochi Nguyen oversees the social strategy and community management for Boingo Wireless, a global Wi-Fi leader with 400,000+ hotspots around the world. At Boingo, Baochi manages the delivery of customer care across all social channels, the implementation of social tools and analytics, and the integration of social features in marketing campaigns and mobile applications. Baochi serves as the offici [read more]

4:25 How Mobile Has Shaped The Entire Brand Experience

Track B: Mobile, Social And Web Engagement Strategies

Dan Marks, Chief Marketing Officer, First Tennessee Bank

FT Bank is well known for its excellent customer experience. This session will focus on how mobile became the fastest growing channel and is truly shaping the next stage of the brand evolution at FT. Dan’s session will be a “real world case study” packed with useful information as you consider mobile and your own brand evolution.Learning objectives:

Key Trends driving rapid mobile adoption by consumers
Example of how mobile can play a strategic role in the customer experience
See how mobile will shape your brand in unexpected ways

Dan Marks

Chief Marketing Officer, First Tennessee Bank

Dan Marks is the Chief Marketing Officer for First Tennessee Bank, one of the two primary business units of First Horizon National Corporation. First Tennessee is the leading bank in Tennessee and has other offices in the southeast. It has been nationally recognized by independent research organizations such as JD Power, and Greenwich Associates for leading customer satisfaction. Dan is responsibl [read more]

5:00 Cocktail Reception In The Solutions Zone

After a busy day of solution-focused sessions, relax with fellow speakers and attendees. Take advantage of the opportunity to network, share ideas off-line and check out new products and services from innovative customer experience providers.

6:00 Main Conference Day One Concludes

Main Conference Day One Concludes






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Main Conference Day One

Tuesday March 27, 2012

Paul Hagen Principal Analyst, Customer Experience, Forrester Research

Roei Ganzarski Chief Customer Officer, Flight Services, Boeing

Larry Freed CEO, ForeSee

Jonathan Storey VP, Global Guest Experience, Disney Store Worldwide

John Loughlin Program Manager Quality and Customer Experience, American Express Business Travel, Americas

Devin Carty Vice President of Culture, Chief Marketing Officer, Chief Experience Officer, Vanguard Health Systems

Roei Ganzarski Chief Customer Officer, Flight Services, Boeing

Paul Hagen Principal Analyst, Customer Experience, Forrester Research

Norman Hajjar Chief Customer Officer, Guitar Center

John Birrer SVP Customer Experience , Charter Communications, Inc.

Norman Hajjar Chief Customer Officer, Guitar Center

Gael Lundeen VP, Customer Experience, Pitney Bowes

Brianne Hattaway Director of Customer Support & Insights, Threadless

Ant Creed VP, Experience Design, Kelley Blue Book

Milton Pedraza CEO, Luxury Institute LLC

BJ Emerson VP, Technology, Tasti-D-Lite

James Merlino, MD Chief Experience Officer, Cleveland Clinic

Helen Baynes Director, Sales, NET-A-PORTER GROUP Limited

Tabitha Dunn Director, Customer Insights, Citrix Online

Mohamed Latib, PhD Chief Operating Officer, PeriscopeIQ

Michelle Adorjan SVP, Marketing & PR, Tacori

Larry Gomperts EVP, Marketing & Strategy, Robbins Brothers, The Engagement Ring Store

Cathy Tull SVP, Marketing, Las Vegas Convention & Visitors Authority

Shari Storm Chief Marketing Officer, Verity Credit Union

Jeff Anglin Director, Customer Experience, Medtronic Diabetes

Eric Jagher Senior Director, Strategic Guidance, Insights and Planning, US Cellular

Baochi Nguyen Manager, Social Media and Community Strategy, Boingo Wireless

Dan Marks Chief Marketing Officer, First Tennessee Bank

Paul Hagen

Principal Analyst, Customer Experience, Forrester Research

Roei Ganzarski

Chief Customer Officer, Flight Services, Boeing

Larry Freed

CEO, ForeSee

Jonathan Storey

VP, Global Guest Experience, Disney Store Worldwide

John Loughlin

Program Manager Quality and Customer Experience, American Express Business Travel, Americas

Devin Carty

Vice President of Culture, Chief Marketing Officer, Chief Experience Officer, Vanguard Health Systems

Roei Ganzarski

Chief Customer Officer, Flight Services, Boeing

Paul Hagen

Principal Analyst, Customer Experience, Forrester Research

Norman Hajjar

Chief Customer Officer, Guitar Center

John Birrer

SVP Customer Experience , Charter Communications, Inc.

Norman Hajjar

Chief Customer Officer, Guitar Center

Gael Lundeen

VP, Customer Experience, Pitney Bowes

Brianne Hattaway

Director of Customer Support & Insights, Threadless

Ant Creed

VP, Experience Design, Kelley Blue Book

Milton Pedraza

CEO, Luxury Institute LLC

BJ Emerson

VP, Technology, Tasti-D-Lite

James Merlino, MD

Chief Experience Officer, Cleveland Clinic

Helen Baynes

Director, Sales, NET-A-PORTER GROUP Limited

Tabitha Dunn

Director, Customer Insights, Citrix Online

Mohamed Latib, PhD

Chief Operating Officer, PeriscopeIQ

Michelle Adorjan

SVP, Marketing & PR, Tacori

Larry Gomperts

EVP, Marketing & Strategy, Robbins Brothers, The Engagement Ring Store

Cathy Tull

SVP, Marketing, Las Vegas Convention & Visitors Authority

Shari Storm

Chief Marketing Officer, Verity Credit Union

Jeff Anglin

Director, Customer Experience, Medtronic Diabetes

Eric Jagher

Senior Director, Strategic Guidance, Insights and Planning, US Cellular

Baochi Nguyen

Manager, Social Media and Community Strategy, Boingo Wireless

Dan Marks

Chief Marketing Officer, First Tennessee Bank