The Virtual Event Exclusively For CX Innovators  

April 7th, 2021 | Main Event Starts 12:30 PM ET (Roundtables start 11:30 AM)

Learn The Path To CX Excellence

Today’s unique winning experiences are driven by one thing: the customer. Their expectations, demands, increasing social priorities and values are calling upon companies to consider more aspects than ever in their interactions. Yet, the pathways to proactively meeting customers where, how and in what capacity, remains a mystery.

At the NGCX Virtual Event, we’re virtually connecting with the best in CX innovation. Featuring 30 minute online case studies, fireside chats, panel discussions, and town halls, the world’s biggest brands will be talking about delivering compelling experiences while also inspiring today’s modern customer.

Transformative Content, Just a Click Away

Learn From A Variety of CX Experts, Debating Together

Learn from multiple, live conversations so you gain unbiased perspectives on what's working right now. (They might even disagree on some points - but you'll get the full picture.)

We Didn't Record This In The Car Last Night

It’s an NGCX Virtual Event, from the Community uniting CX executives since 2011 - so you can trust the quality of information, the presentations, and the format itself.

Finally, a Virtual Event Where You Can INTERACT

Join our virtual roundtable discussions where you’ll get face-to-face interaction with speakers, sponsors and your peers!

Our Speakers. Your Visionaries.

Deba Sahoo

Deba Sahoo

SVP and Head of Product for Customer Journeys

Fidelity Investments

T.S. Balaji

T.S. Balaji

Vice President of Experience Design

Cox Communications

Alison Lichtenstein

Alison Lichtenstein

Director, Customer Experience Design

Dow Jones

Tapiwa Mutumhe MIS, MBA

Tapiwa Mutumhe MIS, MBA

IT Manager & CEO Action for Racial Equity Fellow

Oshkosh Corporation

Karen Rudner

Karen Rudner

Customer Insights & Journey Analytics

Cox Communications

Jason Annecy

Jason Annecy

Senior Consultant, Customer Experience

UX/CX Expert

Dan Gingiss

Dan Gingiss

Chief Experience Officer

The Experience Maker

Rick Zayas

Rick Zayas

Vice President of CX Strategy and Performance Improvement


James Cammareri

James Cammareri

Vice President


2021 Agenda

Wednesday, April 7th, 2021

  • 11:30 am - 12:30 pm

    11:30 am - 12:30 pm

    Dan Gingiss, Chief Experience Officer, The Experience Maker

    Roundtable Topic:  Customers Are Giving Feedback: Is Anyone Listening?

    Leader: Dan Gingiss, Chief Experience Officer, The Experience Maker™

    Customers are more than willing to share their opinions given the chance. But what we do with that feedback can make or break the future customer experience. Join us as we discuss customer experience storytelling and ways to listen better and take action on what you hear. Bring your best (and worst) personal customer experience examples and you may win a signed copy of Dan Gingiss’ new book, The Experience Maker: How To Create Remarkable Experiences That Customers Can’t Wait To Share, before its public release date!

    Discussion Topics:

    • Why it’s important to capture both Voice of the Customer (VOC) and Actions of the Customer (AOC)
    • Sharing examples of positive and negative customer experiences and what we can learn from them
    • How creating more positive experiences can lead to positive feedback and word-of-mouth marketing

    Learn more
  • 12:30 pm - 12:35 pm

    12:30 pm - 12:35 pm

  • 12:35 pm - 12:55 pm

    12:35 pm - 12:55 pm

    Deba Sahoo, SVP and Head of Product for Customer Journeys, Fidelity Investments

    In this presentation, Deba will talk about how organizations can be more effective in their digital transformation aspirations by focusing their initiatives on customer journeys and share some real-world & practical perspectives. Expect to hear about how:

    • Transformations in your core infrastructure can streamline processes and unlock business value
    • Investments in hyper personalized experiences via multiple customer touchpoints will increase engagement
    • Shifts in operating models and organizational power structures can support tech upgrades and digital initiatives
    • Trainings for your current workforce will prepare them for working more holistically with new tech
    Learn more
  • 12:55 pm - 1:15 pm

    12:55 pm - 1:15 pm

    Dan Gingiss, Chief Experience Officer, The Experience Maker

    Let’s face it: Competition is tougher than ever these days. Competing on price is a loser’s game — just ask the two gas stations across the street from each other. And competing on product is getting harder and harder as almost everything is copyable — just ask your favorite ride-share company.  So, what’s left? How can we stand out in a crowded marketplace that is constantly evolving?

    In this fun and engaging keynote, customer experience coach and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied. 

    You’ll learn how to: 

    1. Identify the types of experiences people share most often and why 
    2. Apply an easy, 4-step framework for creating remarkable, shareable experiences
    3. See how customer engagement generates increased loyalty
    4. Leverage examples from many other companies across industries that have been successful with these simple, practical, and inexpensive ideas

    Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who stay longer, spend more, and recommend your company to others.

    You’ll walk away from this keynote inspired to go back to work the next day with actionable steps to create a deeper connection with your customers. And Dan Gingiss doesn’t just talk about experience, he creates one for the audience, too!

    Are you ready for the experience of a lifetime?

    Learn more
  • 1:15 pm - 1:40 pm

    1:15 pm - 1:40 pm

    Tapiwa Mutumhe MIS, MBA, IT Manager & CEO Action for Racial Equity Fellow, Oshkosh Corporation

    Learn more
  • 1:40 pm - 2:00 pm

    1:40 pm - 2:00 pm

    Rick Zayas, Vice President of CX Strategy and Performance Improvement, COPC
    James Cammareri, Vice President, COPC

    COPC Inc. conducts annual research in conjunction with Execs in the Know which gathers both consumer and business leader perspectives on a number of customer experience related topics. The most recent study sheds more light on the growth of multichannel journeys, key gaps in capabilities and perspectives, and what businesses are doing to improve these experiences.  

    Learn more
  • 2:00 pm - 2:20 pm

    2:00 pm - 2:20 pm

    T.S. Balaji, Vice President of Experience Design, Cox Communications
    Karen Rudner, Customer Insights & Journey Analytics, Cox Communications

    Learn more
  • 2:20 pm - 2:40 pm

    2:20 pm - 2:40 pm

    Alison Lichtenstein, Director, Customer Experience Design, Dow Jones

    • Where your business is today in terms of CX, UX & product management working together to build experiences that work best for your customer?
    • How can you can take insights from your CX & UX teams and use them to build new customer centric products & experiences?
    • Does working this way organically help overcome siloes across the teams that have a hand in the customer’s experience?
    Learn more
  • 2:40 pm - 3:05 pm

    2:40 pm - 3:05 pm

    Jason Annecy, Senior Consultant, Customer Experience, UX/CX Expert

    As CX professionals, we pride ourselves on being authorities in empathy—experts in building and wielding a superpower that enables deep understanding of the customer's perspective. But as the pandemic surges, consumer behavior and technology are changing rapidly. The combined effect of these developments can challenge our ability to remain empathetic. We may struggle with focus, positivity and a willingness to see things from another’s perspective. In this talk, learn how to bolster your superpower with empathy strength-training techniques proven to counteract the effects and build empowered teams.

    Learn more
  • 3:00 pm - 3:00 pm

    3:00 pm - 3:00 pm

Word On The Street


“It was great! The sessions provided valuable information that you could take back and apply to your own company step by step”

Donna Elliott, Manager Customer Experience, 
Dr. Leonard’s Healthcare Corp


“Great format with the opportunity to hear and interact with speakers from multiple industries”

Kevin Roskopf, Director, Customer Experience,


“NGCX was a great vehicle to share and learn best practices from other practitioners and vendors alike”

Sami Nuwar, VP of Customer Experience Strategy,
American Bath Group

All of the Major Players in One Place

The NGCX Audience Profile

Let’s Connect & Create A Custom Experience


Hi, I'm Harvey, the Sponsorship Director for NGCX Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

Our Sponsors:

How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for practicing customer experience professionals. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.