luke williams Head of CX Strategy

Oftentimes, the contact center is the low point of a customer’s experience with a brand. But with the right approach and tools, you can turn their pain into an opportunity for a lasting positive experience and improve loyalty. In this session, you’ll learn how to meet your customer needs and delight them in the process.

In the age of fast data and even faster fashion, the role of durable insights has never been more critical. In a highly competitive market, learn how New Balance is getting ahead of global footwear trends and building blockbuster products for multiple buyer segments.

christopher mcDonough Chief Brand Officer

Is the future of your brand informed by its past? From product research, to in-store satisfaction, to campaign measurement, L. L. Bean walks through its data-informed and groundbreaking “Be an Outsider” campaign to reposition an adored brand, and position it for another 100 years.

cagdas sirin SVP, Research & Insights

The inside story of how Chobani turns data into action to earn brand leadership in an industry of long-established market players.

jesse purewal Senior Partner, Prophet

What do telecom and hospitality have in common? The need for good data and better analysis. Learn how T-Mobile and The Cosmopolitan of Las Vegas harnessed deep research and uncommon insights to deliver breakthrough experiences.

jeff kearl Founder and CEO

Starting a new brand means distilling everything down to one simple question at the start: What is the nature of our business? Once you understand your nature, everything falls into place. This first decision will limit or boost your brand for years to come.

ashmeed ali Head of Market Research

It's not just lists and quizzes anymore. Experience data is essential to help Buzzfeed accurately spot trends to launch revolutionary new brands and content, from food lines like Tasty to beauty lines to DIY. In the world of instant brands, data tastes good.

franck sarrazit Brand XM Scientist

Brand Tracking isn't just about your brand's past, it's about your business' future. And software allows you to track more easily and accurately than ever before. Here's how new thinking in brand tracking predicts where you're headed next.

greg dzurik VP of Marketing

Brands that truly create culture, not just reflect culture, have the edge. Greg Dzurik, VP of Marketing & Innovation at Collider/Yum! Brands will share why creating moments in culture matters for brands today, what it takes for brands to do it, and different routes brands can take to create cultural moments that stick.

luis angel-lalanne VP, Customer Listening

To be truly customer-centric you need to empower people at all levels of your organization to both interact with customers and act on the insights. With an emphasis on customer listening from call center to the C-suite you’ll find new ways to increase response rates and learn from your customers. Find out how American Express constantly tests and learns, does customer call listening, and incentivizes their customer service team to create world-class Customer Experiences.

anahita reilly Chief Customer Officer

GSA is the "B2B" agency of the federal government, delivering value and savings in real estate, acquisition, technology, and other mission-support services across government. Through this session, we will share examples of how we are using an enterprise-wide Voice of the Customer program (via Qualtrics) to align feedback (X data) from both agency customers and industry partners with operational data, informing how we design our products and services. We will also touch on the governance structure set in place to enable self-service feedback collection processes while adhering to a consistent enterprise-wide brand that minimizes survey burden to the customer.

rachel richter VP, Customer Insights

Retaining a customer is less expensive and often leads to higher lifetime value than acquiring new ones, but it’s easier said than done. Many B2B companies lean heavily on financial data and firmographics to study retention patterns – profiling patterns across industries and company sizes. In this session, you’ll learn how to augment your approach with experience data and other operational data to not only understand the key drivers of attrition but identify actions to take before it’s too late, so you can retain your most valuable customers.

jonathan ruchman Senior Director of CX

Customers are more demanding and have more options than ever these days. Brookdale Senior Living takes it a step further than most, focusing on customer experience 24/7, because customers are actually in-care residents at all hours of the day. Whether you’re always open for business or have your customers top of mind at all times, you need to create experiences that delight them. Learn how Brookdale creates customer-centric experiences in an always on world.

lenke taylor Chief People Officer

So you have an employee feedback program—but do the employee insights actually drive action and impact? Join Buzzfeed’s HR leadership and analytics duo to learn how this fast-growing digital powerhouse uses the employee survey as a foundation for innovative people practices that drive impact. See how Buzzfeed combines novel collection techniques, data analytics, and a human touch to drive better employee experience and increased employee connectivity in the workplace.

dan spaulding CHRO

Culture is at the cornerstone of Zillow’s business and it’s one of the main drivers behind yet another year on Glassdoor’s “Best Places to Work” list. But creating and evolving a strong, inclusive, and thriving culture isn’t easy in a high-growth company that competes for top tech talent. Learn how Zillow leadership depends on experience data to not only help build culture, attract talent, and drive engagement, and also how they empower managers to do the same within every team.

dean carter CHRO

While “Let My People Go Surfing” is the company’s infamous headline – there are deep philosophies behind the drivers of Patagonia’s uncommon culture that we can all connect to. Learn from an unconventional and counterintuitive employee experience that may wildly strengthen your own value-led culture – and maybe lead you to buy a surfboard.

matt breitfelder Chief Talent Officer

Your people are more than just a number in your HRIS system—but how do you deliver personal experiences to every employee at scale? And how do you know those experiences, benefits, and leadership opportunities matter to the employee and drive impact for the business? Learn how Blackrock’s people analytics team “humanized” their talent strategy and drove exceptional employee experience through data and insights.

samantha hammock Chief Learning Officer

Employee development and learning drives retention, revenue and customer and employee loyalty—but with new technology and millennials changing jobs more frequently than ever, learning and development must evolve and change with the times. From retail to financial services, see how the best organizations are developing and investing in employees by democratizing feedback, accountability “scoring,” and tying feedback with learning.

shaunda zillich Head of Talent Branding

More than ever, recruiting and talent leaders are focused on creating experiences that drive world-class talent brands but it's past time to think about the attraction of talent as something that recruiting owns. Join this session and see how leaders use always-on feedback, leadership 360s, and weave EX data into program decisions to create world-class workforces that attract top talent, create brand ambassadors, and drive the organization's mission forward.

tami reller CMO / CXO

No matter the industry you’re in the competition will be fierce and every touch point is an opportunity to delight your customers. That’s why you need to focus on personalization and simplification to create a great experience. From onboarding and creating appointments to transportation to the Doctor to follow ups, it’s important to create a single journey. To be successful, you’ll need a clear strategy across your company’s many products and break down internal silos. Learn how to connect with your customers on their journey and improve your business.

jack madans Digital Services

Panel 1: People engage with government online more than any other channel. These digital touchpoints, across platforms (mobile, tablet, or desktop) and across industries are setting high expectations for government services. How do we provide simple, accessible, experiences online and ensure that the customers are at the center of digital services strategy?

nick sinai Former U.S. Deputy CTO

Panel 2: For the first time in history, technology makes it possible for governments to engage people in real-time, across demographics, in the moments that matter most. How do we build a future where feedback from government customers and employees is used to create experiences that work for everyone? From shared services to digital engagement to human centered design, what is government doing well now, and what is the future of experience management in government?

adam marrè Head of InfoSec

Avoidable incidents, security awareness, and feature value.

stephanie thum Head of Federal CX

Panel 3: From social media firestorms to shoplifting, fraud, and attrition, many organizations consider customers and employees potential sources of business risk. But what happens when government organizations use employee and customer feedback to get ahead of those risks? And what impact can that have on mission achievement, operational excellence, customer satisfaction, employee satisfaction, and retention?