Conference Day One


At the Chief Customer Officer USA 2018 conference, more than 130 CX professionals joined us for 3 full days of learning and networking. Packed with keynotes, panel discussions, workshops and discussion groups, our delegates left with many new ideas to help shape their CX programs.

9:00am- 9:15am

Chairman’s Opening Remarks


9:15am- 9:45am

Keynote: Customer Centricity -a practitioner’s perspective

Customer Experience excellence is not a destination, it’s a journey. And just like an Olympic athlete or world-class mountain climber, it demands training, a well-defined game plan, and an unwavering commitment to succeed. During this presentation, Dave will share several real-world stories and battle-tested lessons learned on his journey towards building a customer-centric mindset at… Read more.

Dave Mingle
Global Director, Customer Experience Strategy and Enterprise Experiences - General Motors

9:45am- 10:15am

Keynote: Employees are the new authority – Accelerating Customer experience by choice

Delivering exceptional customer experience is not the choice of the CEO. Or the CCO.  It is about the millions of choices of the employees every day in every interaction.  In a distributed authority model, employees are in the driver seat.  This session will discuss the new distributed authority model of customer experience and how to… Read more.


11:15am- 11:45am

Keynote: The new CX Playbook: AI, consumer-centric data, predicting success – and boosting badness

• Observing and acting on what customers are trying to do and why • Telling the whole story: Data in the context of consumer decisions • Creating products your customers want to hire – to get the job done • Avoiding mediocrity by purposely focusing on the wrong things • Predicting how you innovate and… Read more.

Geeta Wilson
Vice President - Consumer Experience Enterprise Transformation - Humana

10:45am- 11:15am

Morning Coffee

10:15am- 10:45pm

Panel discussion: Bridging the gap between promise and reality

• Matching greater customer choice, knowledge, information and power to your CX and CS strategies • Your brand promise is determined by the customer’s experience and nothing else • Redefining your organisational structure to put the customer first • Who is really responsible for driving end-to-end customer experience in the organisation • Dealing with the… Read more.

Ruth Crowley
Vice President Customer Experience Design - Lowe's
Jim Pendergast
Senior Vice President AARP Experience - AARP
Geeta Wilson
Vice President - Consumer Experience Enterprise Transformation - Humana
Dave Mingle
Global Director, Customer Experience Strategy and Enterprise Experiences - General Motors
Andrew McInnes
Head of Client Development - Strativity

11:45am- 12:15pm

Keynote: The Future of Customer Experience: Building the foundation for Machine Learning and AI

Machine Learning and AI often seem daunting and the fear of transformation is a big detriment to the evolution of customer experience. To build the foundation for the future of customer experience we will cover 1. How do we use the data we already have in our organizations to get started 2. How do we… Read more.

Dutta Satadip
Global Head of Customer Operations - Pinterest

12:15pm- 12:45pm

Keynote: What Customer Experience Design Means

Why does it all matter to the customer Data and insights for customer experience How to get the business to respond Changing mind-set, understanding and behavior How to build the foundation and have other understand its purpose

Ruth Crowley
Vice President Customer Experience Design - Lowe's

12:45pm- 1:45pm


Discussion Group Stream: B2B Customer Experience

1:45pm- 2:30pm

A1: Mapping and Enhancing the B2B Customer Journey

• What does the B2B environment look like – the complexities of B2B • How do you balance dual priorities of customer experience and operational excellence to stay competitive and achieve goals? • B2B v B2C: how do customers differ • Budgets, time frames, approval, project scope, expectations and relationships • How can you develop… Read more.

Kerla Wolf
Vice President - Global Merchant Experience - American Express
Phil Wright
Director, World-Wide Customer Experience - Lenovo
Amy Burford
General Manager, Self-Service - Verint
Nancy Porte
Vice President Global Customer Experience - Verint

2:30pm- 3:15pm

A2: Putting the customer first: B2B success and experience initiatives

• Noting the differences between B2B customer experience and customer success • Managing and defining critical relationships on a personal and business level • How to generate an emotional connection with the client and build rapport • Know their business and let them know yours

Karyn Furstman
Former Vice President Customer Experience - Safeco Insurance
Mindy King
Director of Customer Experience - Thyssenkrupp Elevator

Discussion Group Stream: Organizational Structure

1:45pm- 2:30pm

B1: How to create a customer obsessed ethos throughout your organization

• Designing and starting customer experience transformation • Deciding which organizational structure will best serve your customer and your business • Is your company capable of responding to change – what to watch out for • The big question: will changing your organisational structure improve your customers’ experience?

Tony Drummond
Vice President Client Experience - Cox Automotive
Jonathan Chalker
Vice President Client Experience - Jackson Hewitt
Dan Martin
Senior Vice President of Sales & Customer Operations - CHEP

2:30pm- 3:15pm

B2: Taking advantage of customer information across the business

• Getting operations, production, sales, marketing and customer services to work together • What to do with all the data? • How to exploit customer information across the organization to build a real competitive advantage • Leveraging company wide data and analysis to create value for customers

Grace Cowan
Senior Vice President Customer Service & Experience - Clean Harbors
Robert Moore
Vice President Digital Customer Experience - Masonite International

Discussion Group Stream: Customer Data & Metrics

1:45pm- 2:30pm

C1: Formulating your customer data management strategy

Identify the stakeholders and who is responsible for the data Perform a needs assessment to inform you customer data strategy Make sense of your data strategy options and align with business requirements Get final buy-in from all stakeholders within the business to allow implementation

Anahita Reilly
Chief Customer Officer - GSA
Eugene Gussman
Director Digital Innovation & Insights Lead - Pfizer
Amanda Hilliard
Deputy Chief Customer Officer - FirstNet

2:30pm- 3:15pm

C2: Creating a customer feedback loop that has real meaning to both customer and business

Identifying the root cause of the problem To an individual customer every interaction is personal Rethinking customer data collection: getting more out of surveys, self-service, feedback forms, reviews and testimonials Reporting and taking action at executive level

Amanda Flashner
Senior Vice President Customer Experience - LendingPoint
Susanne Hodges
Vice President Customer Experience & Innovation - Locum Tenens
Jennifer Passini
Senior Strategic CX Consultant - MaritzCX

3:15pm- 3:45pm

Afternoon Coffee

3:45pm- 4:15pm

Keynote: Botshore – Imagining the future of customer relationships

Imagine AI coinciding with an evolution of customer relationships and the appearance of new trades – it’s closer than you think. Conversations are already being initiated by bots and continued by agents. This man-machine cooperation will multiply and new roles will undoubtedly emerge: bots trainers and bots managers with real customer experience knowledge. These new… Read more.

Arnaud de Lacoste
Chief Marketing & Innovations Officer - Sitel Group

4:15pm- 4:45pm

Keynote: How storytelling enhances your message

In a data-driven business, how best to explain and represent the data so it is understood by all An effective data visualisation can mean success or failure – is it that simple? How to take customer insights, tell a story in the right context and draw attention to what matters If you can’t tell a… Read more.

Razia Richter
Former Chief Customer Officer - Petco

4:45pm- 5:30pm

Panel discussion: Customer Experience in the Digital Age

Why you need a comprehensive digital strategy Digital transformation is not governed by internal factors but by external customer expectation Digital transformation is unstoppable: transform or perish Digitisation has changed consumer behaviour for good Integrated IT systems are the present not the future

Tony Drummond
Vice President Client Experience - Cox Automotive
Holly Hacker
Director, Direct Sales & Customer Experience - Vita-Mix Corporation
Zack Hamilton
Director, Customer Centric Initiatives & Experience - Aaron's
Ido Bornstein-HaCohen
Chief Operating Officer - Conversocial

5:30pm - 5:45pm

Chairman’s Closing Remarks


5:45pm- 6:30pm

Cocktail Reception

6:30pm- 8:30pm

Dinner Masterclass: Customer Centricity as a Real Strategy

In today’s digital world, the customer is the director of their own experience. If that is what makes the customer king, then companies are left trying to play a role in those experiences. It is imperative that companies today deliver experiences that hold customers’ attention and lead to the outcomes they seek. Only by putting… Read more.

Jeff VanDeVelde
Former Senior Vice President Customer Experience - SunTrust Bank
Diane Magers
Chief Executive Officer - CXPA