Keynote Speakers

All Speakers

  • Scott Baker – Schlesinger Group

    Senior Vice President, Client Solutions, Schlesinger Group

    Scott is a veteran of the marketing research industry with additional background in advertising. He has participated in all related aspects of the research process, playing both strategic and tactical roles from facility management to qualitative and quantitative project design and implementation. He is always intrigued with new methodologies and innovative ways to conduct research.

    • Welcome

      Wed. September 16, 2020
      2:00 PM to 2:10 PM
      EDT
  • TS Balaji - Cox Communications

    VP Experience Design & Customer Experience, Cox Communications

    TS is an experienced Design & SaaS executive with a track record of creating & leading Design & Product groups.

    He is a strategist who will quickly identify new technologies, spot trends, pioneering business models, and utilize them to innovate on behalf of customers. He currently leads the Service Design & Customer Experience for Cox. 

    Previously TS led product design, internationalization, and insights and analytics functions for LogMeIn and led digital experience practices at Sprint.

     

    • Combining Design & Insights to ID Experience Priorities & Sequence Investments

      Thu. September 17, 2020
      4:20 PM to 4:55 PM
      EDT

      Bringing customer experiences to life in any type of organization is not an easy task, but in established organizations two challenges often occur: overcoming the inertia of status quo, and the organizational structure itself. Departments and channels are typically created to optimize within their own silo, not across the organization. And each department develops its own norms and expectations for what Experience means within their touchpoint, resulting in inconsistencies in the overall experience. In his session T.S. Balaji, VP of Experience Design will share how Cox Communications utilized design and insights to identify experience priorities & sequence for yearly investments that address user needs across the residential and commercial businesses. The discussions would entail the overall framework of the program, with insights into the operationalization of the program and how we drive outcomes that drive experience and business benefits through the program. 

       

  • Jeanne Bliss

    Founder, Customer Bliss

    Jeanne Bliss helps companies and people become the best version of themselves. She guides them to define, build and live the behaviors and actions that will fuse customers to them, and ultimately create deep and memorable relationships. Creating these deeper bonds has been Jeanne’s singular mission for over 35 years. First, as the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft Corporations. Then since 2002, guiding over 20,000 leaders around the world to understand that improving lives should be their most important strategic vision.

    • Build Your Customer Driven Growth Engine 5 Leadership Steps for Living the DNA of “Experience”

      Wed. September 16, 2020
      5:15 PM to 5:55 PM
      EDT

      Just HOW do you go about earning customer-driven growth? What’s different about leadership, motivation, communication and accountability in a transformed “customer” company….and how do they get there? This presentation will answer those questions and demystify that path for you. It is based on Jeanne’s 25 years as a Chief Customer Officer, her experiences coaching over 20,000 executives the content in her seminal book, Chief Customer 2.0 and her Podcast interviews with over 200 Global Chief Customer Officers.

      Join us as Jeanne outlines her 5 steps necessary to successfully lead a customer experience transformation. She will guide you on embedding these competencies to get into action quickly with a united leadership team, outlining her five-competency framework that has launched and advanced the customer experience transformation in businesses around the world.

       

  • Katie Buckley

    Managing Partner, Basis

    Katie's career has been dedicated to investigating and understanding people. When she was younger, she wanted to be a journalist or a psychologist, but couldn't choose between the two. For the past 15 years, qualitative research has allowed her to combine both interests while helping clients develop brands and communications that matter. Katie is always seeking answers and loves reporting what she finds - getting to the heart of what really matters, uncovering why people feel certain ways and most importantly, why and how they act.

    • The Art & Science of Landing Insights

      Wed. September 16, 2020
      4:50 PM to 5:10 PM
      EDT

      The importance of bringing the customer experience to life for internal audiences is paramount.  If there was ever a time to make sure that stakeholders are connecting with their customers and their experiences, it's now.  Power Point still works, it’s not dead, but especially with UX and CX, the insight investment should be amplified in creative and meaningful ways that land with the right people at the right time.  

      • Understand why it’s critical for engagement to couch UX and CX research in powerful stories. Stories that have a universal truth, a clear structure & purpose, a character to root for, and surprising and unexpected elements.
      • Make sure that there is a focus on how you are going to land the insights, from the beginning of any project (e.g. use both an analytical & storytelling lens) and speak the right visual language.
      • Know your audience. Different people and organizations learn in different ways. You need to know who you are trying to influence, what they are most receptive to, and how to tailor your delivery to them.
  • Jason Buhle – AnswerLab

    Director of UX Strategy, AnswerLab

    Jason is a Director of UX Strategy at AnswerLab and a Lecturer in USC’s Master of Science in Applied Psychology Program. Jason draws on his 17 years of experience conducting research and developing digital products to help some of the most important technology, pharmaceutical, and retail companies in the world better understand the needs of their users. At AnswerLab, his team sets up and oversees over 600 UX research projects each year. At USC. he teaches UX research to dozens of Master’s students each year.

    • The Future of Talent

      Thu. September 17, 2020
      3:00 PM to 3:45 PM
      EDT

      As the roles of UX, CX & Insights evolve, so to do the skill sets and mindsets required to elevate each function. Leaders representing multi-disciplined perspectives discuss organizational expectations, the need for technical, strategic and soft skill development and the behavioral traits they seek when building a team to extend their influence within the organization and competitive advantage in the marketplace.

  • Giusy Buonfantino – Amway

    Chief Digital and Marketing Officer, Amway

    Giusy (Joo-Zee) is Chief Digital and Marketing Officer for Amway. In this role, she leads the company’s global digital and marketing organizations, and is responsible for designing and executing strategies to drive sustained growth across Amway’s portfolio of brands, such as Nutrilite and Artistry. She also leads design and delivery for Amway’s online, mobile and social shopping experiences.

    • Build One-to-One Customer Connections at Scale by Reimagining Your Ecommerce Experience

      Thu. September 17, 2020
      2:10 PM to 2:55 PM
      EDT
  • Carol Campbell – Delta Air Lines

    Managing Director – Consumer Insight , Delta Air Lines

    Carol is Managing Director – Consumer Insight for Delta Air Lines. In this role, she is responsible for guiding and shaping long-term strategies to deliver world-class experiences for Delta’s customers. Under Carol’s leadership, the Consumer Insight team plays a critical role in Delta’s ability to understand what’s most important to our customers now, anticipate their future expectations and focus the organization on effective actions.

    • Magic in the Air… How non-traditional insight methods deliver transformational experiences

      Thu. September 17, 2020
      5:00 PM to 5:40 PM
      EDT

      Why do people cry on planes? Which pop singer does all of her songwriting at 30,000 feet (and why)? 

      Delivering relevant innovative experiences relies on your ability to leverage traditional and non-traditional insight techniques to ensure you really, truly understand your customers.

      Let's talk about what coffee, bacon, and chocolate chip cookies have in common, and why, at the end of the day, your ability to understand people is going to be what sets you apart from the pack.

  • Melanie Courtright – Insights Association

    CEO, The Insights Association

    Melanie began serving as CEO of the Insights Association on January 1, 2020.

    Previously Melanie served as Executive Vice President, Research Science & Data Strategy at Dynata.

    • Welcome

      Wed. September 16, 2020
      2:00 PM to 2:10 PM
      EDT
    • Setting the Stage

      Thu. September 17, 2020
      2:00 PM to 2:10 PM
      EDT
  • Tom DeWitt – Michigan State University

    Tom is the Director of CXM@MSU, which is dedicated to advancing the field of customer experience management through a variety of initiatives, including industry engagement and education. 

    • The Future of Talent

      Thu. September 17, 2020
      3:00 PM to 3:45 PM
      EDT

      As the roles of UX, CX & Insights evolve, so to do the skill sets and mindsets required to elevate each function. Leaders representing multi-disciplined perspectives discuss organizational expectations, the need for technical, strategic and soft skill development and the behavioral traits they seek when building a team to extend their influence within the organization and competitive advantage in the marketplace.

  • Steve Fadden – Google

    UX Research Lead, Google

    Steve Fadden is Research Lead for Analytics, Insights, & Measurement UX at Google, and Lecturer at the UC Berkeley School of Information. He has over 20 years of experience in industry, consulting, and academia, with an interest in the use of mixed methods research to study how people understand and make decisions in complex, dynamic environments.

    • The Future of Talent

      Thu. September 17, 2020
      3:00 PM to 3:45 PM
      EDT

      As the roles of UX, CX & Insights evolve, so to do the skill sets and mindsets required to elevate each function. Leaders representing multi-disciplined perspectives discuss organizational expectations, the need for technical, strategic and soft skill development and the behavioral traits they seek when building a team to extend their influence within the organization and competitive advantage in the marketplace.

  • Kelly Goto – gotoresearch

    Principal, Design Ethnographer, gotoresearch

    Kelly Goto is a sought-after lecturer and keynote speaker in the UX, Service Design and CX communities. Her talks and thought leadership have enlightened more than half a million people in 25+ countries over the past 20 years. Kelly is an evangelist of design ethnography and literally wrote the ‘blue bible’ of best practices in user centered design. Her book, Web Redesign 2.0: Workflow That Works, is published in more than 24 languages and still used as university curricula worldwide. 

    • How A UX-Focused Approach Transformed ServiceNow

      Wed. September 16, 2020
      4:20 PM to 4:45 PM
      EDT

      ServiceNow is known for streamlining workflow and innovating productivity at an enterprise level. Go behind the scenes to see how UX Research and Design Thinking was a catalyst to gain executive support and prioritization needed to transform ServiceNow towards a truly customer-centered organization. Join us for an inside look at the process used to gain cross-functional alignment on a connected customer experience and the continued transformation across a rapidly growing organization.

  • Silvi Haldipur – Merck

    Executive Director Experience Design and Research, Merck

    ​Silvi is an experience management expert with a wealth of expertise across a number of verticals in leveraging data and design to drive commercial success. ​

    ​She is responsible for partnering with teams to achieve business outcomes by delivering measurable results important to the customer. As well as elevating the practice of design across Human Health.​

    ​Prior to joining Merck, Silvi led digital transformations for fast moving consumer packaged companies such as GlaxoSmithKline and an established private label manufacturer called First Quality.​

    • Is it speed or simplicity that we crave?

      Wed. September 16, 2020
      3:50 PM to 4:15 PM
      EDT

      With the proliferation of technology, we expect all things at our fingertips. We want things to be on demand, but is it speed that we want? Or simplicity?
      This session will provide a perspective on speed vs. simplicity and how UX, CX and Insights is the enabler to help us work smarter vs. harder in our new phygital world.

  • Jenna Hammer – Zillow

    Senior Manager, Experience Research, Zillow

    Jenna is a customer experience research professional committed to user-centered design and customer advocacy. She is an expert in a wide range of qualitative research methodologies and presents research findings and recommendations to stakeholders at all levels of the organization.

    Prior to Zillow, Jenna served as VP, Design Research Manager at Wells Fargo and also worked in User Experience at U.S. Bank.

    • The Future of Talent

      Thu. September 17, 2020
      3:00 PM to 3:45 PM
      EDT

      As the roles of UX, CX & Insights evolve, so to do the skill sets and mindsets required to elevate each function. Leaders representing multi-disciplined perspectives discuss organizational expectations, the need for technical, strategic and soft skill development and the behavioral traits they seek when building a team to extend their influence within the organization and competitive advantage in the marketplace.

  • Chris Lindsley – ServiceNow

    Director, Customer Support Operations, ServiceNow

    Chris is an innovative, data-driven leader with 10 years of experience at several top Fortune 500 companies. She is known for driving digital transformation, resulting in $1B+ in collective bottom-line contributions. She combines passion for problem solving with deep technical knowledge and expertise in leading change in technology organizations. 

    • How A UX-Focused Approach Transformed ServiceNow

      Wed. September 16, 2020
      4:20 PM to 4:45 PM
      EDT

      ServiceNow is known for streamlining workflow and innovating productivity at an enterprise level. Go behind the scenes to see how UX Research and Design Thinking was a catalyst to gain executive support and prioritization needed to transform ServiceNow towards a truly customer-centered organization. Join us for an inside look at the process used to gain cross-functional alignment on a connected customer experience and the continued transformation across a rapidly growing organization.

  • Carolyn Messitte – National Education Association

    Chief Member Experience Officer, National Education Association - Member Benefits

    Carolyn is the Chief Member Experience Officer (CMXO) at NEA Member Benefits (NEA MB), a non-profit subsidiary of the National Education Association (NEA). NEA MB is dedicated to improving the lives of members of NEA and Service Employees International Union (SEIU). In her role as CMXO, Carolyn oversees Digital Strategy, Field Operations and Member Service to ensure five million members are delighted with an easy, effective and enjoyable experience whenever and however they interact with NEA MB.

    • Breaking Down Silos

      Wed. September 16, 2020
      3:00 PM to 3:45 PM
      EDT

      Consumers don’t think of your brand through the lenses of CX, UX and MRX, so why do we continue to operate in silos? Harnessing the true value of the customers’ voice as a business accelerator requires knitting together a holistic and humanized customer perspective. Engage with and learn from executives who are leveling the silos and in turn are leveling up their performance and value to the organization.

  • Joel Mier – University of Richmond

    Professor, University of Richmond

    Dr. Joel Mier has been leading the charge for customer centricity for over 20 years. A Silicon Valley native, Joel is a Lecturer of Marketing and Innovation at the University of Richmond and a visiting professor at Universidad Panamericana in Mexico. Joel frequently teaches at leading international universities such as the Hong Kong University of Science and Technology, INCAE Business School in Costa Rica, and Eastern International University in Vietnam.

    • Breaking Down Silos

      Wed. September 16, 2020
      3:00 PM to 3:45 PM
      EDT

      Consumers don’t think of your brand through the lenses of CX, UX and MRX, so why do we continue to operate in silos? Harnessing the true value of the customers’ voice as a business accelerator requires knitting together a holistic and humanized customer perspective. Engage with and learn from executives who are leveling the silos and in turn are leveling up their performance and value to the organization.

  • Stacey Nevel – Prudential Financial

    Director, Voice of the Customer, Prudential Financial

    Stacey is a seasoned Customer Experience (CX) professional with over 20 years of experience designing and managing customer and employee feedback programs. She has a background in CX feedback measurement and management within client-side financial services and insurance companies as well as vendor-side CX technology and consulting providers. Throughout her career she has sought to better understand and share the linkages between VOC, VOE and operational metrics to positively impact the customer experience, customer loyalty and product usability.

    • Breaking Down Silos

      Wed. September 16, 2020
      3:00 PM to 3:45 PM
      EDT

      Consumers don’t think of your brand through the lenses of CX, UX and MRX, so why do we continue to operate in silos? Harnessing the true value of the customers’ voice as a business accelerator requires knitting together a holistic and humanized customer perspective. Engage with and learn from executives who are leveling the silos and in turn are leveling up their performance and value to the organization.

    • Welcome

      Wed. September 16, 2020
      2:00 PM to 2:10 PM
      EDT
  • Camille Nicita – Gongos

    President & CEO, Gongos, Inc.

    As CEO of a company pioneering industry change, Camille understands what it takes to make business decisions while operating in volatile environments and building strong cultural buy-in. She believes operationalizing consumer centricity as a strategy will have a harmonizing effect on decision makers; and adopting an ‘outside-in’ approach to analyzing opportunity is essential in a world where data is trying to win. Camille is on the board of the Insights Association, a contributing member of the Forbes Agency Council and is an official judge of the North American Customer Centricity awards. She is the sole owner of Gongos, Inc., a WBENC company that was named a Forbes “Small Giant” in 2020.

    • Breaking Down Silos

      Wed. September 16, 2020
      3:00 PM to 3:45 PM
      EDT

      Consumers don’t think of your brand through the lenses of CX, UX and MRX, so why do we continue to operate in silos? Harnessing the true value of the customers’ voice as a business accelerator requires knitting together a holistic and humanized customer perspective. Engage with and learn from executives who are leveling the silos and in turn are leveling up their performance and value to the organization.

    • Welcome

      Wed. September 16, 2020
      2:00 PM to 2:10 PM
      EDT
  • Tchicaya Robertson – Accenture

    Senior Thought Leadership Principal, Accenture

    With more than 20 years of corporate research experience, Dr. Robertson’s primary focus is on customer experience measurement. She has co-developed and applied a data-driven approach to experience measurement that is changing the way companies think about the interactions they create with their customers. An expert in quantitative methods, Tchicaya’s expertise includes advanced statistical modeling, analysis, and survey-based research. Prior to Accenture, Dr. Robertson was the Research Director for two lottery agencies overseeing all organizational and marketing research, including user testing, concept testing, employee surveys, customer segmentation, in-depth interviews, customer needs analysis, and new product development.

    • The Future of Talent

      Thu. September 17, 2020
      3:00 PM to 3:45 PM
      EDT

      As the roles of UX, CX & Insights evolve, so to do the skill sets and mindsets required to elevate each function. Leaders representing multi-disciplined perspectives discuss organizational expectations, the need for technical, strategic and soft skill development and the behavioral traits they seek when building a team to extend their influence within the organization and competitive advantage in the marketplace.

  • Brian Sherwell

    SVP Experience Strategy, Digitas

    Brian has an extensive background in digital design and user experience, with deep expertise in qualitative and quantitative research, ethnography, content strategy and brand planning. He has led successful strategies and digital executions for brands including Whirlpool, Verizon, L’Oreal, American Express, and Coca-Cola. His work has been recognized with multiple creative and marketing effectiveness awards including Grand Prix Lions, Gold Effies, and a Warc Strategy Grand Prix.

    • Build One-to-One Customer Connections at Scale by Reimagining Your Ecommerce Experience

      Thu. September 17, 2020
      2:10 PM to 2:55 PM
      EDT
  • Teena Singh – ServiceNow

    UX Strategy and Customer Insights, ServiceNow

    Teena is a seasoned UX professional with over a decade of expertise in user-centered design, customer advocacy and product rollout. She works at the intersection of customer engagement, user experience, product strategy and marketing. Her passion and experience lies in understanding user needs, improving customer experiences and sharing success stories. 

    • How A UX-Focused Approach Transformed ServiceNow

      Wed. September 16, 2020
      4:20 PM to 4:45 PM
      EDT

      ServiceNow is known for streamlining workflow and innovating productivity at an enterprise level. Go behind the scenes to see how UX Research and Design Thinking was a catalyst to gain executive support and prioritization needed to transform ServiceNow towards a truly customer-centered organization. Join us for an inside look at the process used to gain cross-functional alignment on a connected customer experience and the continued transformation across a rapidly growing organization.

  • Dr. Ari Zelmanow – Panasonic

    Director, Analytics, Research & Insights , Panasonic

    Described as a modern-day, consumer-focused Sherlock Holmes, Dr. Ari Zelmanow helps businesses uncover "clues" that will position their company, product, or service in the market for consistent growth—in both customers and revenue—month-after-month.

    He currently leads a cross-functional analytics, research, and insights team @Panasonic. Previously led a research team @Twitter. Solved crimes as a metropolitan police detective at @SLMPD. Believes in truth, justice, and the American way, the Oxford comma, and NY style pizza. 

    • Integration & Collaboration: The true "X" factor in the future of insights

      Wed. September 16, 2020
      2:10 PM to 2:55 PM
      EDT

      Learn how Panasonic is building an integrated, collaborative team expert in the areas of UX, CX & MRX and intent on optimizing the company's ability to fulfill customer needs.

      You'll discover:

      • What businesses and organizations really want from an insights professional or team (and it's not what you might think)
      • How specialization of insights functions have divided us, and what we need to do to unite
      • The case for a centralized, united, and cross-functional approach to insights (and how and why we did it at Panasonic)
  • Melissa Zlatow – Facebook

    Lead User Experience Specialist, Facebook

    Melissa leads the research for over a dozen teams across Facebook and Connectivity (formerly known as internet.org). Her focus is on bringing the Next Billion onto the internet and guiding product teams to create quality experiences for people regardless of their digital literacy level and previous experience. As such, she spends over a third of the year regularly conducting fieldwork in markets such as Mexico, Brazil, Peru, Kenya, Nigeria, India, Indonesia, Thailand, and the Philippines.

    • Designing for the Next Billion: Helping users with low digital literacy

      Thu. September 17, 2020
      3:50 PM to 4:15 PM
      EDT

      We're all aware of the rapid speed with which technology advances and changes our daily lives. Ensuring that customers are not confused, frustrated or being entirely left behind should be a priority for all brands.

      Learn from a UX leader who has conducted 100+ interviews with new users in a dozen markets. Discover how utilizing audio helpers, video tutorials, and other tools can ease the challenges of users with low digital literacy.