CUSTOMER EXPERIENCE - SUMMIT

CX Innovation Digital Summit:
Driving transformation for the customer experience

27 - 29th September 2022, America 09:00 - 12:40 EST

CX Innovation Summit

2020 introduced several challenges into the sector, with a sharp rise in e-commerce and retailers having to rethink their strategies. Organizations need to constantly differentiate themselves and their product offerings

Sense check your approach with likeminded industry experts, sharing insight on business-critical challenges and disruptive technology and drive your industry forward collaboratively.

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Why Attend

Connect with 70+ senior leaders for a curated agenda focused on tackling your current business critical challenges and driving industry forward. Our summits are designed to help you.

New connections

Build new connections with likeminded senior leaders

Business trends

Stay current with emerging business trends

Key takeaways

Downloadable and actionable takeaways

New partnerships

Accelerate key projects through meaningful new partnerships

Insights

De-risk new projects by gaining a broad range of insights

New technologies

Understand the impact new technology can make

"I was blown away by the great logistics, diversity of attendees and incredible networking opportunities. I can honestly say I’ve never had so many new relationships and key opportunities from a single meeting."
Bill Sheahan, Vice President
"Congratulations to you all for pulling off a Hybrid Summit with Augmented Reality features that are truly unparalleled in the Industry! Collaborative, Interactive & showcasing leading edge technology ... GDS Summits really set the bar so high that a return to physical conferences might be re-evaluated in the Industry."
Christina Alexander Alexandropoulou, Director Of Security, Four Seasons
"I connected with peers that I know I’ll stay in touch with, including suppliers which have presented a fantastic opportunity for 7-Eleven Global in the future. It may well be the most valuable summit I’ve attended in many years."
Cynthia Richardson, Senior Director, Global Logistics & Merchandising
"The meetings and presentations added value, and needless to say, but that the venue for the Summit was exceptional."
Edward M Shubert, CPA Senior Director, McKesson Corporation
"I made quite a few contacts that will be beneficial to me."
Margaret Bond, Director of Cyber Security, Numotion
"It was one of the best events I have been to, particularly because of the format and topics. Really well done and to all of the team."
Lauren Goodwin, CIO

Trusted by

We host global organizations with the conversations that matter. That’s why we’re trusted by these top brands.

Event Agenda

Day one
Day two
Day three

09:00 - 09:15

09:00 - 09:15

Opening Remarks

Intro & Diamond Commentary

Vern Fernandez Senior Manager, Contact Center Excellence, Jabra

09:15 - 09:45

09:15 - 09:45

Keynote

How associate focus and customer centricity helps Marriott build a loyal and valuable travel community

Robert Guidice Chief Lodging Officer, Marriott International

09:45 - 10:25

09:45 - 10:25

Panel Discussion

The next level of Customer Experience: Being unique, relevant and creating a seamless journey

Rence Winetrout VP eCommerce & Digital Growth, Sysco
Renee Gibson Director Customer Journeys - Consumer Tax, H&R Block
Jen Johnson Senior Vice President of Call Center Transformation, Frontier Communications
Cheryll Aganda Vice President for Customer Experience Advisory, VXI Global Solutions, LLC

10:25 - 10:35

Sponsor

10:25 - 10:35

Insight Break

AI & Technology: How you might be automating your customer’s DISsatisfaction

Scott Newman CEO, Transparent BPO

10:35 - 11:25

10:35 - 11:25

Roundtables

Track 1: Proactive vs. Reactive Customer Service

Gary Ash Senior VP Business Develpoment, Working Solutions
Deb Ermiger Vice President, Digital Engagement, Aflac

Track 2: How can Technology Assit in Driving Outstanding CX?

Veronica Maxam VP of Customer Experience, Soul Machines
Tanya Thomas Senior Director, Client Experience, Experian Health

Track 3: How to drive customer loyalty?

Robert Wallace Partner, Tallwave

11:25 - 11:30

11:25 - 11:30

Short Break

11:30 - 12:10

11:30 - 12:10

Masterclass Breakouts

Track 1: Delivering on the Promise of Transformation with Customer Identity

Sponsor:

Aubrey Turner Executive Advisor, Ping Identity

Track 2: On-shore, Near-shore, or Off-shore – What is the best Choice for Your Organization?

Sponsor:

Bart Miller CEO, Centrinex

Track 3: Discover The Frictionless CX Innovation That Drives 4x Engagement And 3x Conversion

Sponsor:

Vincent Yang CEO and Co-Founder, Firework

12:10 - 12:40

Sponsor

12:10 - 12:40

Headline Keynote

At home or in the office: Equipping your agents for success.

Jim Wang Head of Business Management and Vern Fernandez, Senior Manager, Contact Center Excellence, Jabra
Vern Fernandez Senior Manager, Contact Center Excellence, Jabra

09:00 - 09:10

09:00 - 09:10

Opening Remarks

09:10 - 09:40

09:10 - 09:40

Keynote

Knowing Your Customer: A common data fabric unlocks the omnichannel experience.

Brian Timmeny Chief Technology Officer + Executive Vice President, Zions Bancorporation

09:40 - 10:20

09:40 - 10:20

Panel 2

Confidence is key: The silver bullet to customer engagement

Vijay Hanumolu Vice President of Digital Experience, Adoption & Transformation, Unum
Joe Mueller Vice President Industry & Customer Development, Kellogg Company
Brian Bruner America's Service Director, Abbott

10:20 - 10:30

10:20 - 10:30

Insight Break

10:35 - 11:25

10:35 - 11:25

Roundtables

Track 1: Proactive vs. Reactive Customer Service

Deb Ermiger Vice President, Digital Engagement, Aflac
Gary Ash Senior VP Business Develpoment, Working Solutions

Track 2: How can Technology Assit in Driving Outstanding CX?

Veronica Maxam VP of Customer Experience, Soul Machines
Tanya Thomas Senior Director, Client Experience, Experian Health

Track 3: How to drive customer loyalty?

Robert Wallace Partner, Tallwave

11:25 - 11:55

11:25 - 11:55

Innovation Exchange Keynote

Driving impactful CX through Technology

Amit Nanavati CX COO, Northwestern Mutual

12:00 - 12:30

Sponsor

12:00 - 12:30

Closing Prime Keynote

Intelligently meet your customers wherever their journey begins.

Justin O'Brien VP of Sales, NICE System

09:00 - 09:10

09:00 - 09:10

Opening Remarks

09:10 - 09:40

09:10 - 09:40

Keynote

Transforming the Customer Journey: Reshaping the Future of Shopping

Rebecca Wooters Chief Digital Officer, Signet Jewellers

09:40 - 10:20

09:40 - 10:20

Panel Discussion

Why is customer obsession more important today than ever before?

Vivek Rastogi Global Director Ecommerce, Colgate-Palmolive
Melinda Keith Senior Director, Customer Support, Hunter Douglas
Christopher Jenner Vice President Digital Marketing Strategy & Operations, Caesars Entertainment
Richa Jain Chief Product Owner, Business Intelligence, Prudential

10:20 - 10:30

10:20 - 10:30

Insight Break

10:30 - 11:20

10:30 - 11:20

Roundtable Leaders Panel

Gary Ash Senior VP Business Develpoment, Working Solutions
Deb Ermiger Vice President, Digital Engagement, Aflac
Veronica Maxam VP of Customer Experience, Soul Machines
Tanya Thomas Senior Director, Client Experience, Experian Health
Robert Wallace Partner, Tallwave

11:20 - 11:30

11:20 - 11:30

Short Break

11:30 - 12:00

11:30 - 12:00

Innovation Exchange Keynote

The New Consumer for Health Insurance

Kevin Counihan President, Ambetter Health, Centene Corporation

12:01 - 12:31

Sponsor

12:01 - 12:31

Closing Keynote

Make Every Experience Matter

Colin Crowley CX Advisor, Freshworks

12:31 - 12:41

12:31 - 12:41

Insight Break -Closing Comments

Speakers Include

Rence Winetrout

VP eCommerce & Digital Growth

Renee Gibson

Director Customer Journeys - Consumer Tax

Brian Timmeny

Chief Technology Officer + Executive Vice President

Vijay Hanumolu

Vice President of Digital Experience, Adoption & Transformation

Joe Mueller

Vice President Industry & Customer Development

Amit Nanavati

CX COO

Rebecca Wooters

Chief Digital Officer

Gary Ash

Senior VP Business Develpoment

Robert Guidice

Chief Lodging Officer

Veronica Maxam

VP of Customer Experience

Robert Wallace

Partner

Scott Newman

CEO

Richa Jain

Chief Product Owner, Business Intelligence

Bart Miller

CEO

Aubrey Turner

Executive Advisor

Tanya Thomas

Senior Director, Client Experience

Justin O'Brien

VP of Sales

Vern Fernandez

Senior Manager, Contact Center Excellence

Colin Crowley

CX Advisor

Brian Bruner

America's Service Director

Vivek Rastogi

Global Director Ecommerce

Deb Ermiger

Vice President, Digital Engagement

Melinda Keith

Senior Director, Customer Support

Kevin Counihan

President, Ambetter Health

Christopher Jenner

Vice President Digital Marketing Strategy & Operations

Jen Johnson

Senior Vice President of Call Center Transformation

Jim Wang

Head of Business Management and Vern Fernandez, Senior Manager, Contact Center Excellence

An immersive
event experience

Experience the new way to network with peers with
interactive features including:

Audience Interaction

Engage with a virtual live audience just as you would at a physical event and create meaningful conversations.

Interactive Live Polling

Keep engaged through interactive live polling and gamification tools.

Direct connections

Ask your questions face-to-face with the speakers via our leading stage technology.

Relationship building

Build stronger connections with leading executives that you will take with you through your career

Thought Leadership

Content and insight from industry experts when it matters most

Intelligent interaction

Interactive quizzes gamify your experience

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