Agenda

Masterclass: Designing Impactful Surveys

• Tami Salmi, Senior Director, Research Services, Medallia
• Jason Reilly, Senior Manager, Strategy Analytics, Medallia

Text Analytics: The Unsung Hero to Propel Your Business Forward

• Joanna Moser, VP, Product, Medallia
• Matt Schweikert, Platform Owner, Voice of Customer/Customer Experience, MetLife
• James Osanyinbi, Manager of Customer Experience Analytics, Floor & Decor
• Shira Whatley, Consumer Insights Manager, IHG

Thriving Experience Ecosystems Begin in the Contact Center

• Wendy Lustig, Director of Quality Experience and Development Ops, AdventHealth
• Timothy Frazee, Executive Director of Consumer Experience, AdventHealth

Turning Athletes into Advocates Through Closed-Loop Feedback

• Brittany Lytle, Senior Manager – Omni-Channel Insights, DICK’S Sporting Goods

Unlock the Power of Frontline Teams: Small Insights, Big Results

• Sandra Storey, Principal CX Advisor, Medallia
• Kristi Nickl, Principal CX Advisor, Medallia

Revolutionize Experiences with Outcome-driven Transformation

• Swetha Kumar, Managing Director, KPMG Customer Advisory
• Samatha Scott, Sr Director Customer & Employee Experience, Verizon

Build Thriving Companies by Treating Employees as Internal Customers

• Sarah Mocker, Principal EX Advisor, Medallia
• Pam Haas, Voice of the Employee Strategist, Vanguard
• Poonam Sirigidi, Senior Director, People Insights and Performance Management, Pfizer

Driving Action with Digital Experience Analytics

• Spencer Thomas, Senior Manager, Digital Experience Advisor, Medallia

Insights to Action: Client-Centric Decisioning for Business Success

• Stephanie Leheta, Senior Director – CX Strategy, Governance & Design Thinking, CIBC
• Deepta Rayner, Senior Director, Client Experience Measurement, CIBC

Loyalty Unlocked: The Art of Winning Lifelong Customers

• Geoff Ryskamp , VP, Industry Executive Advisor, Medallia
• David Jeffery, Director of Operational Services – Rooms Platforms, Hyatt Hotels
• Camille Kremer, Senior Director, Customer Experience, Holiday Inn Club Vacations
• Natalia Cervantes, Text Analytics Program Manager, Nordstrom

Masterclass: Beyond Surveys – Broadening Your Feedback Collection

• Steve Loyka, Principal CX Advisor, Medallia
• Evangeline Kotsos, Principal CX Advisor, Medallia

Building Trust in Government: Efficient and Effective Service Delivery

• Lee Becker, SVP, Industry Executive Advisor

Creating a Global Customer Experience for 40 Million Customers

• Gail Russell, Global Head of Customer Experience and Channels, HSBC

Handling the Heat: How Frontline Teams Win High-Stakes Moments

• Jay Power, VP, General Manager, Mindful Business, Medallia
• Meghan Colton, Voice of the Customer Program Owner, Pacific Life
• Andrew Landis, Manager, Quality Assurance – Marketplace Services, SeatGeek
• Evan Johnson, Vice President of the Contact Center, U-Haul International Inc.

Living Your Brand: Pathways to Culture and Brand Alignment

• Aimee Chau, Employee Engagement Surveys and Analytics Lead, The Cheesecake Factory

Locking in Loyalty: Key Insights from Medallia & Ipsos Research

• Andrew Custage, Head of Research Insights, Medallia
• Jamie Thorpe, Chief Experience Officer, Ipsos
• Michael Debnar, VP, Industry Executive Advisor, Medallia

Masterclass: Text Analytics 101

• Lulu Tai, Senior Manager, Text Analytics, Medallia
• Mikal Reagan, Senior Manager, CX Advisor, Medallia

Developing CX Maturity, Creating a Roadmap, and Driving CX ROI

• Jamie Thorpe, Chief Experience Officer, Ipsos
• Linzi Hindle, Customer Experience Director, DHL Supply Chain

Driving Commercial Outcomes through CX

• Wayne Simmons, Global Customer Experience Lead, Pfizer

Masterclass: Raising Your Reporting Game

• Cori Land, Principal CX Advisor, Medallia
• Jeni Batte, Senior Director, CX Advisor, Medallia

Trust Factor: Elevating Experience and Loyalty in the Digital Age

• Elizabeth Cleek, Chief Operating Officer & Senior Vice President, Programs, The Arnold P. Gold Foundation
• Chris Brainard, AVP, Patient Experience, UAB Medicine

The Untapped Secret to CX Success: Aligning EX and CX

• Denise Lee Yohn, Author and Brand Leadership Expert, Keynote
• Melissa Arronte, VP, Industry Executive Advisor, Medallia

Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies 

• Eleanore Telling, Principal XP Consultant, Medallia
• Grace Black, Sr. Director, EX Advisor, Medallia

Leveraging Predictive Account Health to Mitigate Churn

• Maribeth Duggins, Director, Customer Experience, McKesson

Mastering Digital CX: Insights from Leading Brands

• Katherine Houdek, Director of Digital Product, Mayo Clinic
• Evan Kimber, Manager, Customer Insights & Strategy, Xcel Energy Inc.

Masterclass: High Stakes, High Returns with Closed Loop Systems

• Amy Anders, Principal CX Advisor, Medallia
• Pamela Hessler, Principal CX Advisor, Medallia
  

From Customer-Obsessed to Industry-Leading CX

• Judy Weader, Senior Analyst, Forrester
• Abhii Parakh, Vice President and Head of Customer Experience, Prudential Financial
• Carolynn Smith, Vice President, Head of USB Service, Prudential Financial

Demonstrating CX Value: Strategies to Showcase Impact and ROI

• Aviv Glick, Director, Business Value Consulting, Medallia
• Roshni Goel, Sr. Director, Medallia Strategy Analytics Team, Medallia

Masterclass: Text Analytics 201

• Rachael Ricketts, Principal CX Advisor, Medallia
• Laura Kramp, Director, Text and Speech Analytics, Medallia

Orchestrating Seamless Cross-Channel Experiences

• Keith Kmett, Principal CX Advisor, Medallia
• Spencer Thomas, Senior Manager, Digital Experience Advisor, Medallia

Uncover What Customers Want: How Insights Impact Relationships

• Keith Romer, Director, Research & Insights, Realtor.com
• Mel Salvador, Vice President, Customer Experience, LaserAway
• Matt Feeney, Senior Manager, Research Services, Medallia