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Created by Industry Experts

Nitin Badjatia headshot

Nitin Badjatia

Head of Business Strategy, ServiceNow

Nitin Badjatia headshot

Nitin Badjatia

Head of Business Strategy, ServiceNow

Nitin Badjatia serves as the Head of Business Strategy for ServiceNow's Customer Service Management product line. He's a two-decade vetran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various sales and strategy roles. Nitin also led business strategy at knowledge management pioneering Knova Software. In 2012, Nitin was awarded the Consortium for Service Innovation's Innovator award for his extensive contributions to the industry at large.
Medelyan

Alyona Medelyan

CEO, Thematic

Martha Craft

Martha Craft

Former VP, Customer Experience, Rollins Inc (Transitioning)

Martha Craft

Martha Craft

Former VP, Customer Experience, Rollins Inc (Transitioning)

Sondra Kiss

Sondra Kiss

Managing Partner, Customer Success, Kissinger Group

Sondra Kiss

Sondra Kiss

Managing Partner, Customer Success, Kissinger Group

David Garcia

David Garcia

VP, Customer Experience, Atlanta Hawks

David Garcia

David Garcia

VP, Customer Experience, Atlanta Hawks

angela Wells

Angela Wells

Senior Director, Oracle CX

angela Wells

Angela Wells

Senior Director, Oracle CX

Angela has over 20 years of marketing and market research experience across various industries including technology, consumer goods, media, and more. In her nearly five years at Oracle, Angela has been an active voice of the customer through product development, including leading the Customer Advisory Boards and customer advocacy programs across the Oracle CX products. She has experience managing both B2B and B2C marketing campaigns across all available marketing channels, has consulted with leading Fortune 500 companies to improve their marketing strategies, develop new products, and uncover customer needs. Angela has an MBA in Marketing and Corporate Strategy from the University of Michigan, and graduated from Northwestern University with a Bachelor's Degree in Economics. She was recently named to MarTech Exec’s list of “50 Women You Need to Know in Marketing Technology” in 2018.
Ben Vigoda

Ben Vigoda

CEO, Gamalon

Ben Vigoda

Ben Vigoda

CEO, Gamalon

Ben is the CEO and Founder of Gamalon. He was previously the co-founder and CEO of Lyric Semiconductor, the first microprocessor architectures for statistical machine learning, growing out of Ben’s PhD at MIT. Lyric was acquired by Analog Devices, and Lyric’s technology is deployed in leading smartphones and consumer electronics, medical devices, wireless base stations, and automobiles. He has authored over 120 patents and academic publications, and his work has been featured in the Wall Street Journal, New York Times, EE Times, Scientific American, Wired, TechCrunch, and other media.


Ben has been an Intel Student Fellow, Kavli Foundation/National Academy of Sciences Fellow, served on the DARPA Information Science and Technology (ISAT) steering committee, and has held research appointments at MIT, Hewlett Packard, Mitsubishi, and the Santa Fe Institute.  He also co-founded Design That Matters, a not-for-profit that for the past decade has helped solve engineering and design problems in underserved communities and has saved thousands of infant lives by developing low-cost, easy-to-use medical technology such as infant incubators, UV therapy, pulse oximeters, and IV drip systems that have been fielded in 20 countries.

Joe Gagnon

Joe Gagnon

CEO, Sparkcentral

Joe Gagnon

Joe Gagnon

CEO, Sparkcentral

Joe Gagnon is an entrepreneur, innovator and adventurer.  In his career he has worked with leading companies in more than 40 countries and is known as a creative problem solver with new and emerging technologies.  Joe is currently CEO at Sparkcentral and focuses on the next generation of consumer engagement and customer service solutions using messaging.  Joe is an international public speaker and panelist including numerous industry conferences and events like SXSW.  He is the founder of THPL, The High Performance Life, and is an avid blogger, serious endurance athlete and author of the book Living the High Performance Life.  In 2017 he ran six marathons, on six consecutive days on six continents.
Lori Laflin

Lori Laflin

Customer Experience Champion, Cargill

Lori Laflin

Lori Laflin

Customer Experience Champion, Cargill

Leading the creation and implementation of a coordinated customer experience strategy, establishing CX processes, developing metrics, and enabling a differentiated customer experience. Piloting the program with our Texturizers and Specialties business.

Wendy Gutierrez

Wendy Gutierrez

CX Enterprise Strategy Lead, Equifax

Wendy Gutierrez

Wendy Gutierrez

CX Enterprise Strategy Lead, Equifax

Wendy Gutiérrez has almost 15 years of experience in the areas of marketing strategy and customer experience in a variety of industries. She joined Equifax in early 2017 and developed the company’s first enterprise-wide CX strategy and vision, and helped drive a revamped CX measurement program across all business units and global markets. Her efforts now also include leading transformation efforts that will build a culture of customer-centricity across the company.
 
Prior to joining Equifax, Wendy was a Principal with North Highland, a management consulting firm with headquarters in Atlanta. During her time with North Highland, Wendy worked closely with senior executive clients to develop better interactions with their customers, create closer engagement and drive incremental revenue. Wendy received an MBA from the Stern School of Business at New York University and a BA in International Relations from the University of Virginia.
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Rosalyn Curato

Chief Customer Officer, Allovue

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Rosalyn Curato

Chief Customer Officer, Allovue

Kyle Kwelty

Kyle Kwelty

Director, Client Relations Strategy , ARI

Kyle Kwelty

Kyle Kwelty

Director, Client Relations Strategy , ARI

Roshni Sondhi

Roshni Sondhi

Director, Customer Success North & South America, Zendesk

Roshni Sondhi

Roshni Sondhi

Director, Customer Success North & South America, Zendesk

Roshni Sondhi leads the mid-market/enterprise Customer Success team at Zendesk.  Over the past five years, she has focused on the customer lifecycle, looking for those “wow” moments to optimize their journey with Zendesk.  Her team in North and South America are working with customers across various verticals to prove the business and technical value that Zendesk provides.  

Prior to her time at Zendesk, Roshni has spent 15 years partnering with customers to optimize and transform their customer experience strategy. Her focus is on providing a seamless experience across every customer touchpoint to effectively scale an organization’s growth and differentiate their customer’s experience.

In her spare time, Roshni spends time trying new recipes or traveling with her husband and two young children.

Rukesh Reddy

Rukesh Reddy

Head of Digital Governance & Capabilities, Citi

Rukesh Reddy

Rukesh Reddy

Head of Digital Governance & Capabilities, Citi

Experienced financial services leader in the areas of digital and strategy. Currently heading a team that accelerates speed to market for Citi consumer bank's digital initiatives. Previously worked in internal strategy at Citi consumer. Before Citi, worked at the Michael Porter founded strategy consulting firm – Monitor Group (now Monitor Deloitte). Studied at India’s top schools – engineering at the Indian Institute of Technology Bombay (IIT) and business at the Indian Institute of Management Ahmedabad (IIM).

I focus on accelerating speed to market for all of Citi North America's digital initiatives / features, bymanaging (and constantly reinventing) an agile governance process that is flexible, robust and at-scale. My team sits at the intersection of digital, business and risk functions. I support delivery ofdigital capabilities across internal (build) and external (buy / partner). In addition, a portion of myteam drives the identification, onboarding and full utilization of next-generation digital productivitytools and capabilities (e.g. Jira, Slack). 

Ethan Hull

Ethan Hull

Head of Customer Success, Barrick Gold Corporation

Ethan Hull

Ethan Hull

Head of Customer Success, Barrick Gold Corporation

Executive leader in Digital Adoption and Implementations of SaaS, Management of Change, Operational Excellence, Management of regional IT Service Delivery organizations. Building and delivering digital applications and software using Agile methodology. Building and managing Global Dev Ops teams and systems. Building, operating and transferring industrial IT terrestrial networks including all aspects of copper, fiber and microwave installations.
Nick Allen, GE Healthcare

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Nick Allen, GE Healthcare

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Nick Allen began his career in 2005 as the founder and CEO of a network appliance startup company based out of Illinois Institute of Technology’s incubator program. Most recently, he served as the Director of Technology for GE Healthcare’s US Service division from 2012-15, and currently leads Design and User Experience for GE Healthcare’s $6B/yr Global Service business.

Nick has over 15 years of Lean Thinking, Six Sigma and Design Thinking experience, with influences from Stanford D School, IDEO, Menlo, and ShingiJutsu. Nick has shared his design journey and teachings with Fortune 500 companies, and thousands of designers as he speaks and performs workshops at many of the annual CX, DX, UX, and Medical Device conferences.

Nick is a collector and restorer of Vintage Computers (Apple1, Xerox Alto, etc), some of his works are in the Deutsches Museum, Xerox Museum, MOMA and the Computer Museum of America. Nick is the founder of schoolforhaiti.org, which is bringing world-class education to K-12 students in remote schools in Haiti. Nick loves spending time going on dates with his wife Becki, having family weekends with his 3 kids, and building new creations in his home laboratory (current project is a nuclear fusor).

“The Design process, like our solutions, should be beautiful, simple and intuitive. The solution should be less about the shiny object, and more about how it helps us create the perfect day for our customers.” –Nick Allen
Zack Hamilton

Zack Hamilton - Aaron's

Head of Customer Centric Initiatives & Experience, Aaron's

Zack Hamilton

Zack Hamilton - Aaron's

Head of Customer Centric Initiatives & Experience, Aaron's

Dutta

Dutta Satadip - Pinterest

Global Head of Customer Operations, Pinterest

Dutta

Dutta Satadip - Pinterest

Global Head of Customer Operations, Pinterest

Dutta Satadip is the Global Head of Customer Operations at Pinterest. He is responsible for building a scalable customer success organization that drives customer lifetime value through operations. Prior to Pinterest, he was the Director of Customer Success for the Americas region at Google. He comprehensively drove customer retention, accomplished sales targets, and scaled operations across a multi-billion dollar portfolio of over 150 products with teams in 15 different offices.

He has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including Pre-Sales, Business Operations, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk. Dutta has operated extensively in both developed and emerging countries.

Dutta frequently speaks at major conferences including TEDx on management topics such as Change Management, Customer Success, Operations, Leadership and Building diverse teams. He has served on the board of the National Hemophilia Foundation and Save One Life.

Sangeetha Rai

Sangeetha Rai

VP, Technology Customer Success, Northwestern Mutual

Sangeetha Rai

Sangeetha Rai

VP, Technology Customer Success, Northwestern Mutual

Over 15 years of leadership experience managing high performing Customer Success and Tech teams. Proven leader and expert in building a globally distributed workforce from ground up. Responsible for creating a new benchmark in service for customers via top-notch operational processes, seamless technology, and quality execution.

Extremely passionate about delivering customer happiness and constantly raising the bar on customer service.

Hold an MBA degree and several certifications such as PMP, ITIL v3, Six Sigma Green Belt and CSM (Certified ScrumMaster).

Sarah Tarraf

Sarah Tarraf

Director, Customer Experience, Gongos

Sarah Tarraf

Sarah Tarraf

Director, Customer Experience, Gongos

* Specialized expertise in business to consumer campaign strategy development and management involving multi-channel campaigns including phone, email, direct mail, and digital channels.
* Comprehensive background in multi-cultural marketing with a focus on Hispanic Latino and African-American markets.
* Success in designing customer relationship management and segmentation marketing programs. 
* Ability to assess market and competitor environments; adept in creating new product development and ‘go to market’ strategies. 
* Possess expertise in Boomer and Gen X markets.

Steve Adams

Steven Adams

SVP, Head of Customer Experience BI & Analytics, TD

Steve Adams

Steven Adams

SVP, Head of Customer Experience BI & Analytics, TD

Using data and insights to drive Customer Experience strategies and delivering actionable findingsacross all lines of business and regions.

Brian Kenny

Brian Kenny

Managing Director, Strategic Customer Growth, Markel

Brian Kenny

Brian Kenny

Managing Director, Strategic Customer Growth, Markel

Leading Strategic Customer Growth for Markel Assurance.

 

Frank Borovsky

Frank Borovsky

VP, IT, Club Car

Frank Borovsky

Frank Borovsky

VP, IT, Club Car

Functional leader of both Customer Experience and Information Technology and member of the Senior Leadership Team at Club Car, leveraging people, processes and technology to delight our customers.
Brian Powers

Brian Powers

Head of Customer Experience & Engagement, Global Consumer Solutions, Equifax

Brian Powers

Brian Powers

Head of Customer Experience & Engagement, Global Consumer Solutions, Equifax

I've led high-performing teams as large as 300 Agents, transforming the customer experience through client service, issue resolution and product strategy. I'm passionate about the customer's experience and value their feedback through research and surveys to improve products, surveys and how we interact. 
Greg Cohen

Greg Cohen

Senior Director, Digital Engagement, Westrock

Greg Cohen

Greg Cohen

Senior Director, Digital Engagement, Westrock


 Developed three-tiered account-based marketing strategy focusing on large enterprise, mid-tier growth, and SMB packaging and display customers

Built Digital Operations Team by consolidating divisional marketing resources and processes into a core, enterprise platform 

Integrated marketing technology stack (CMS, marketing automation, analytics, social media management, content collaboration/production, and CRM) to generate/nurture leads while measuring marketing effectiveness

Led enterprise content marketing efforts to build brand awareness for WestRock’s core products and services
Marc Riesenberg

Marc Riesenberg

Customer Experience Programme Manager, F5 Networks

Marc Riesenberg

Marc Riesenberg

Customer Experience Programme Manager, F5 Networks


 
Amanda Flashner-1

Amanda Flashner

SVP, Customer Experience, LendingPoint

Amanda Flashner-1

Amanda Flashner

SVP, Customer Experience, LendingPoint


 
Camille Nicita - Gongos-1

Camille Nicita

President & CEO, Gongos

Camille Nicita - Gongos-1

Camille Nicita

President & CEO, Gongos

Having joined in the launch of Gongos Research in 1991, Camille’s forward-leaning posture is establishing a new north for the company. 

She understands what it takes for organizations to make business decisions while operating in volatile environments and building strong cultural buy-in. She believes operationalizing consumer centricity as a strategy will produce consistent results and 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. Beyond driving behaviors through impactful communication, knowledge activation, and change management initiatives, she serves as a chief integrator among once-siloed organizational teams for Fortune 100 companies. 

As CEO of Gongos, Inc., Camille remains true to the company’s core competencies while nurturing new talent, and operates under the belief that people realize their full potential when put in the right seats. Her grounding vision is to cultivate an atmosphere where innovation, transparency, and vibrancy shape a company fit for the future.

Camille has served as Chairperson of the Advisory Board of Michigan State University’s MSMR Program; and earned a BBA at the University of Michigan and MBA at Wayne State University.
Dann Allen

Dann Allen

Customer Experience Executive, MUFG UnionBank

Dann Allen

Dann Allen

Customer Experience Executive, MUFG UnionBank

Seasoned Digital & CX executive with experience building & mentoring industry-leading teams in both B2B and B2C environments. Proven track record leading the world's largest cosmetics company and #1 TV provider's digital strategy, digital transformation, CRM, technology roadmap, analytics, call center, email, chat, mobile/apps, SMS, A/B testing, responsive web & development initiatives. Specialist in evaluating analytics and using data to drive results. Strong background managing multiple million-dollar projects simultaneously, on time, & on budget. Excellent consensus-building skills, including collaborating and negotiating with global vendors as well as internal clients on both business and technical teams. Fluent in Spanish, English, and basic Japanese.

Amanda Flashner

Amanda Flashner - LendingPoint

SVP, Customer Experience, LendingPoint

Amanda Flashner

Amanda Flashner - LendingPoint

SVP, Customer Experience, LendingPoint


 
Chad Loren Toppass - Nintendo

Chad Loren Toppass - Nintendo

Customer Experience Analytics, Nintendo

Chad Loren Toppass - Nintendo

Chad Loren Toppass - Nintendo

Customer Experience Analytics, Nintendo

Chad has more than 10 years experience in Voice of the Customer and Customer Experience Management strategy and implementation. He is recognized for delivering actionable insight from the voice of the customer to drive change throughout the organization.

 
Camille Nicita - Gongos

Camille Nicita - Gongos

President & CEO, Gongos

Camille Nicita - Gongos

Camille Nicita - Gongos

President & CEO, Gongos

Having joined in the launch of Gongos Research in 1991, Camille’s forward-leaning posture is establishing a new north for the company. 

She understands what it takes for organizations to make business decisions while operating in volatile environments and building strong cultural buy-in. She believes operationalizing consumer centricity as a strategy will produce consistent results and 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. Beyond driving behaviors through impactful communication, knowledge activation, and change management initiatives, she serves as a chief integrator among once-siloed organizational teams for Fortune 100 companies. 

As CEO of Gongos, Inc., Camille remains true to the company’s core competencies while nurturing new talent, and operates under the belief that people realize their full potential when put in the right seats. Her grounding vision is to cultivate an atmosphere where innovation, transparency, and vibrancy shape a company fit for the future.

Camille has served as Chairperson of the Advisory Board of Michigan State University’s MSMR Program; and earned a BBA at the University of Michigan and MBA at Wayne State University.
Crystal Collier - EA

Crystal Collier - Electronic Arts

Head of Strategy, Performance and Insights, Electronic Arts

Crystal Collier - EA

Crystal Collier - Electronic Arts

Head of Strategy, Performance and Insights, Electronic Arts

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

 

Responsible for overall Care strategy and consumer experience across all Samsung product lines.

Spearheaded program design, launch and promotion/marketing for Samsung Premium Care. 

Transformed the customer service brand to meet modern customer expectations and deliverexperiences that align to Samsung's brand image. 

Drove over 300% growth in customer acquisition through service programs within 6 months. 

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Mindy King Thyssenkrupp

Mindy King

Director of Customer Experience, Thyssenkrupp

Mindy King Thyssenkrupp

Mindy King

Director of Customer Experience, Thyssenkrupp

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

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Robert Azman

Vice Chairman - Board of Directors, CXPA

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Robert Azman

Vice Chairman - Board of Directors, CXPA

Customer Experience Officer. Global Operations Executive. Contact Center Expert. Consultant. Educator. 
I am an innovative and visionary executive with an exemplary record of providing customer-driven solutions to companies in high growth or rapidly changing business environments. I provide a unique perspective as a thought leader, consultant, practitioner and business partner in customer experience design and execution to help companies become easy to do business with. 
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Clayton Costa

Head of Customer Experience, Turvo Inc.

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Clayton Costa

Head of Customer Experience, Turvo Inc.

The Supply Chain Management space is ripe for disruption, with the rise of a complete set of new “digital apparatus” transforming every single interaction into more meaningful, pleasant ones. A few examples are IoT, blockchain, and context-sharing collaboration - and their potential impact are incredible (and pretty much still untapped). 

Supply Chain enterprise software players, like Turvo, have an amazing opportunity ahead, but one key aspect of the process is to be able to manage the customer experience along their transformation journey - and that’s where I can make a real difference.

I help enterprise software companies to transform their customers into fans – driving higher margins and easier renewals. To do so, I leverage 20+ years of experience on enterprise software design and implementation for Fortune 500 customers. Of these, almost 10 years were spent helping to build startups from the ground, playing a key role on structuring, hiring, coaching, strategizing, and developing company cultures. I LOVE STARTUPS! 

Transforming customers into fans has to be part of the culture and DNA of every company. It has to come from the very top, and be incorporated on the product, processes and practices for every function. I see the Customer Experience Management discipline as a catalyst for the change. Mapping the customer journey and crafting the account strategy process are key, but also establishing the right incentives to the team – and aligning the company strategy with the overall customer satisfaction levels.
Diane Magers, CXPA

Diane Magers

Interim CEO, Customer Experience Professionals Association

Diane Magers, CXPA

Diane Magers

Interim CEO, Customer Experience Professionals Association

Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders.  She believes that brands who win choose to focus on human and emotional elements of business.

 

Diane has over 25 years of building and growing Customer and Employee focus.  She is currently interim CEO for the Customer Experience Professionals Association.  Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement. In 2011, she founded Customer Experience Catalysts as a consultancy and thought leader for organizations who were launching or progressing customer and employee experience to grow their brand value.   She also developed and led Customer Engagement at Sysco Foods Corporation. 

Diane holds an M.S. in Psychology and an M.B.A. She is a Certified Customer Experience Professional (CCXP) and also holds NPS, VoC and CEM certifications.

Sabrina Basht

Sabrina Basht

Chief Strategy Officer, Best Egg

Sabrina Basht

Sabrina Basht

Chief Strategy Officer, Best Egg

In the role of Chief Strategy Officer, Sabrina is responsible for developing new and innovative strategies supporting their customer-centric mission and communicating the strategy to the market. Sabrina joined the company in 2014 as the general manager of their partnership business. She spent 2017 leading an in-depth consumer research initiative to inform the next chapter for the company and shape the direction of Best Egg’s brand. Prior to that, she spent over 20 years leading successful business development and marketing teams in large global banks and high growth start-ups. She has cultivated and managed business relationships with some of the most sought-after Fortune 500 companies across many different industries including travel and entertainment, retail, financial services, technology and telecommunications.

 

Kamal Nayak-1

Kamal Nayak

Digital Engineering Leader, Hilton Hotels

Kamal Nayak-1

Kamal Nayak

Digital Engineering Leader, Hilton Hotels

Recognized as the member of Forbes Technology Council, Cognitive researcher, plays with data on quantitative intuition pursuing a doctorate degree in predictive analytics, Sharp Strategist, and Partner in executing customer driven innovation in a digital helix.

Research paper & publication includes ‘Making Effective Decisions in a World of Imperfect data’.

Design Thinking- Customer Experience – MIT Sloan School of Management

Mastering Innovation & Business Analytics- The Wharton School

View Speakers

Chief Customer Officers

Customer Experience Leaders

Customer Success Leaders

Digital Transformation Leaders

See You at CCO USA!

Register interest: CCO Fall

Customer-centricity has never been more important. Customers and clients can change providers with the click of a button or a tap of the screen.

Chief Customer Officers, USA is focused on topics you care about, such as how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure & encourage core soft skills.

You demanded a more hands-on conference and we delivered. With breakfast workshops, six mini-workshops, exercise-based discussion groups and a live debate, this was the most attendee-driven CCO event to date.

We hope you'll be able to join us again at CCO USA in Atlanta in 2020! 

In the meantime, register your interest to join us at CCOI Fall taking place in Hoboken, September 2019

Why Attend a CCO Event? Hear from our 2019 Attendees!

 

Debra L Rhino - Charlotte Regional Visitor’s Authority

Attendee Name:
Debra L. Rhino
Job Title:
 Director, Customer Experience
Company:
Charlotte Regional Visitor’s Authority

I have always worked in a customer service capacity. When I joined the convention center I was aware of some gaps in service delivery, and general dissatisfaction among certain teams. I pushed and pushed for change! This role is new.. and resistance to change is real. 

Key objectives for attending CCO USA:

1. Learn from experts working across Customer Experience.
2. Learn a takeaway that can be implemented at my organization.
3. Connect and build relationships with individuals in the field

 

Simi Schwartz - IDT

Attendee Name:
Simi Schwartz
Job Title:
VP of Operations
Company: 
IDT Telecom

 I am in my 15th year now at IDT supporting legacy Telecom and financial services – Money Transfer and Incentive Gift Cards.

My biggest success for 2018 was improving automated phone system flows and Customer Service user interfaces.

Key objectives for attending CCO USA:

1. Learn about best implementations of Voice response systems.
2. Hear about best methods for communicating with customers.
3. Understand more about best methods for measuring customer satisfaction.

 

Atif Nagi - Lennar

Attendee Name:
Atif Nagi
Job Title:
Senior Manager User Experience
Company: 
Lennar

I manage User Experience for the Lennar Digital properties. By DNA I am a designer and have grown into the leadership role.

My biggest success for 2018 was creating the Design Thinking, Human-centered design, ideology awareness with leadership. 

Key objectives for attending CCO USA:

1. Coming along open minded, to learn more about the Customer-Centric revolution.
2. To learn more about Customer-Driven Strategies.
3. To learn more about Transformation from UX to CX

 

Kyle Kwelty - ARI

Attendee Name:
Kyle Kwelty
Job Title:
Client Relations Strategy 
Company:
ARI

I’ve been with ARI for fifteen years and have worked in almost every role in our client relations area. 

The customer experience initiative that I am leading had many successes last year. 

Key objectives for attending CCO USA:

1. To learn how other companies are shaping their customer experience initiatives.
2. To understand what challenges exist when providing customers with new tools.
3. To build relationships with other attendees to leverage in the future.


 

Kevin Tolin Scheper - Athena Health

Attendee Name: Kevin Scheper
Job Title: VP, Voice of the Customer
Company: athenahealth, inc.

Over past 2 years, I have been helping transition from a more traditional account management model to a customer success model, as well as shift company (particularly product development) culture from product-centric to customer-centric.

Key objectives for attending CCO USA:

1. To understand how to articulate and quantify the value of CX/VoC to executives.
2. To learn how to help the organization put customer needs at the center.
3. Nurturing an effective feedback loop with Sales.

 

Katie Liebel - Fifth Third Bank

Attendee Name: Katie Liebel
Job Title: Chief Customer Experience Officer
Company: Fifth Third Bank

I have 20+ years experience in financial services in strategy, transformation and product leadership roles.

I joined 5/3 to help them take customer experience to the next level! 

Key objectives for attending CCO USA:

1. To learn best practices regarding influencing the organization to improve CX.
2. Exposure to contemporary CX “listening” approaches and employee “tools”.
3. To learn from other CX professionals keys to success on CX transformation efforts

"I've been doing CX for 13 years and it's pretty rare I feel I learn new things at conferences. I came back with six pages of notes! It was valuable and a good investment of my time."
-
Devon Westerholm, Director of Customer Advocacy, Dropbox

8

Benchmark with Top Professionals

Nitin Badjatia headshot

Nitin Badjatia

Head of Business Strategy, ServiceNow

Medelyan

Alyona Medelyan

CEO, Thematic

Martha Craft

Martha Craft

Former VP, Customer Experience, Rollins Inc (Transitioning)

Sondra Kiss

Sondra Kiss

Managing Partner, Customer Success, Kissinger Group

David Garcia

David Garcia

VP, Customer Experience, Atlanta Hawks

angela Wells

Angela Wells

Senior Director, Oracle CX

Ben Vigoda

Ben Vigoda

CEO, Gamalon

Joe Gagnon

Joe Gagnon

CEO, Sparkcentral

Lori Laflin

Lori Laflin

Customer Experience Champion, Cargill

Wendy Gutierrez

Wendy Gutierrez

CX Enterprise Strategy Lead, Equifax

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Rosalyn Curato

Chief Customer Officer, Allovue

Kyle Kwelty

Kyle Kwelty

Director, Client Relations Strategy , ARI

Roshni Sondhi

Roshni Sondhi

Director, Customer Success North & South America, Zendesk

Rukesh Reddy

Rukesh Reddy

Head of Digital Governance & Capabilities, Citi

Ethan Hull

Ethan Hull

Head of Customer Success, Barrick Gold Corporation

Nick Allen, GE Healthcare

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Zack Hamilton

Zack Hamilton - Aaron's

Head of Customer Centric Initiatives & Experience, Aaron's

Dutta

Dutta Satadip - Pinterest

Global Head of Customer Operations, Pinterest

Sangeetha Rai

Sangeetha Rai

VP, Technology Customer Success, Northwestern Mutual

Sarah Tarraf

Sarah Tarraf

Director, Customer Experience, Gongos

Steve Adams

Steven Adams

SVP, Head of Customer Experience BI & Analytics, TD

Brian Kenny

Brian Kenny

Managing Director, Strategic Customer Growth, Markel

Frank Borovsky

Frank Borovsky

VP, IT, Club Car

Brian Powers

Brian Powers

Head of Customer Experience & Engagement, Global Consumer Solutions, Equifax

Greg Cohen

Greg Cohen

Senior Director, Digital Engagement, Westrock

Marc Riesenberg

Marc Riesenberg

Customer Experience Programme Manager, F5 Networks

Amanda Flashner-1

Amanda Flashner

SVP, Customer Experience, LendingPoint

Camille Nicita - Gongos-1

Camille Nicita

President & CEO, Gongos

Dann Allen

Dann Allen

Customer Experience Executive, MUFG UnionBank

Amanda Flashner

Amanda Flashner - LendingPoint

SVP, Customer Experience, LendingPoint

Chad Loren Toppass - Nintendo

Chad Loren Toppass - Nintendo

Customer Experience Analytics, Nintendo

Camille Nicita - Gongos

Camille Nicita - Gongos

President & CEO, Gongos

Crystal Collier - EA

Crystal Collier - Electronic Arts

Head of Strategy, Performance and Insights, Electronic Arts

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Mindy King Thyssenkrupp

Mindy King

Director of Customer Experience, Thyssenkrupp

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

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Robert Azman

Vice Chairman - Board of Directors, CXPA

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Clayton Costa

Head of Customer Experience, Turvo Inc.

Diane Magers, CXPA

Diane Magers

Interim CEO, Customer Experience Professionals Association

Sabrina Basht

Sabrina Basht

Chief Strategy Officer, Best Egg

Kamal Nayak-1

Kamal Nayak

Digital Engineering Leader, Hilton Hotels

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Previous Attendees Include:

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Are You a Chief Customer Officer?

We have a limited number of complimentary passes available to those in a Chief Customer Officer role, or those leading Customer Experience functions within their organization. To submit your profile for consideration, please click the link below.

Apply for Complimentary VIP Pass!

Why invest your time?

CCO 1

C-Suite Focused Agenda

Hear perspectives from leading Chief Customer Officers as well as senior customer experience executives and validate your customer-centric strategic road-map, with case studies on transforming the value of customer experience initiatives into tangible business outcomes.

CCO 2

Advanced Networking

Meet with over 130 leading Chief Customer Officers and CX leaders to broaden your professional networking, establishing lasting relationships which stretch beyond the confines of this 2-day conference. Exchange and share ideas with your peers in a non-competitive environment.

CCO 3

Innovative CX Technology

Meet with creative and innovative software providers who are helping customer-centric organizations excel through the adoption of cutting-edge technology. Find the solution that could bring your organization the customer insight it needs to thrive.

What people are saying about CCO, USA

  • “I was pleased with the level of thought leadership at the show. Not many Conferences ensure senior level executive attend. Its a must for any CCO or CX executive leader.”

    Lorraine Schumacher, CX Evangelist, Clarabridge

  • “If you only go to one conference this year, this is the one to attend, based on the sessions, best practice sharing, master class, and networking alone!”

    Sonji Aird–Mckenzie, Customer Experience Leader, Equifax

  • “Great conference, included a wide range of industries covering a variety of topics. I found the presenters very insightful and great opportunities for networking.”

    Jason Van Tassel, Director, Customer Experience Strategy and Design, Prudential

Global Forum Highlights

Broaden your knowledge and gain insights through experiences from leading companies excelling with customer experience programs. Learn how they have derived real business value and tangible outcomes though analytics.

Explore and examine the rise of the Chief Customer Officer and customer-centric leadership in more depth than ever before. Discuss strategies for building an analytically driven enterprise, defining the role of the Chief Customer Officer and where they should sit within your business, as well as tactics for demonstrating long term ROI for CX initiatives.

Be a part of the largest gathering of senior customer experience professionals and join in the evolving conversation at the Chief Customer Officers & Influencers, USA 2019.

Contact the Team

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