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Chief Customer Officers

Customer Experience Leaders

Customer Success Leaders

Digital Transformation Leaders

Created exclusively for zealously customer-centric business leaders

Become a Sponsor Contact the Team

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. Corinium has interviewed dozens of senior customer executives to get to the heart of what you need to know to remain competitive and excel as the customer’s ambassador in your organization. CCOI USA will focus 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 wanted a more hands-on conference and we’ve delivered. With breakfast workshops, dinner masterclasses, six mini-workshops, six exercise-based discussion groups and a live debate, this will be the most attendee-driven CCOI event to date. Even the presentations will enjoy more exercises and every session will end with a checklist for real, actionable takeaways for the office!

Keep the conversation going with evening drinks, morning runs, and an online community ready to discuss the latest challenges all year round!

This is not your average conference.

"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

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Created by Industry Experts

Meet the Advisory Board
Luke Horgan

Luke Horgan

Director Digital Experience Delivery, USAA

Luke Horgan

Luke Horgan

Director Digital Experience Delivery, USAA

Leader and builder of high-performing data teams, with emphasis on building awesome cultures and great work environments. With a professional background in psychology and programming, my focus is on the people side of data. As a result, my teams provide insights and answers over cranking out volume of reports and managing intake forms. 


• Responsible for Digital Channel Analytics Reporting across USAA
• Transforming customer purchase pathway understanding enterprise-wide through the introduction of innovative tools; insights highlight optimization opportunities and enable quick pivots in strategic direction
• Conceived and stood up R&D rapid-response data team focused on pilots and innovation 
• Designed and launched new processes for ingestion, organization and quantitative analysis of consumer feedback for USAA digital initiatives

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). 

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

Anahita Reilly

Anahita Reilly

Chief Customer Officer, GSA

Anahita Reilly

Anahita Reilly

Chief Customer Officer, GSA

Anahita Reilly is currently the Chief Customer Officer at the U.S. General Services Administration (GSA).

With a Master in Business Administration from the College of William & Mary, Bachelor of Science degrees in Investment Finance and Human Resources Management from Virginia Tech, Anahita is also a certified Project Management Professional (PMP) and Lean Six Sigma (LSS) Green Belt. She has professional experience consulting for Federal Agencies on various process improvement projects to include business intelligence & resource management reporting for the Department of the Treasury and the implementation of organization-wide changes in accordance with the President’s Management Agenda and OMB Circular A-123 for the Department of the Interior. Anahita has additional experience as a financial consultant for public accounting firms.

Sarah Brownback

Sarah Brownback

SVP Head of Social Channels Digital Customer Experience, Citi

Sarah Brownback

Sarah Brownback

SVP Head of Social Channels Digital Customer Experience, Citi

Serving the Coca-Cola ecosystem to identify and provide innovative solution images for strategic global growth opportunities in underdeveloped, emerging growth and disruptive channels/occasions- all commerce verticals with particular focus on Ecommerce. 

Provide customer, commercial and marketing strategies for global omni-channel verticals including; last moment of truth (last mile), new retail, O2O, foodservice, entertainment, eB2B, DTC, parallel distribution networks, ecommerce, conversational - voice, replatforming, media commerce, offline live verticals, ebrand houses, pop up retail, influencer platforms, subscriptions, cognitive commerce, distributive commerce and the rural trade vertical.

Ultimately serving our system and customers to replatform, rescale and reskill enterprises to enable accelerated forward growth.

Lauri De Cicco

Lauri De Cicco

Sr. Director, New Product Introduction & Customer Engagement, Baker Hughes, a GE Company

Lauri De Cicco

Lauri De Cicco

Sr. Director, New Product Introduction & Customer Engagement, Baker Hughes, a GE Company

Seasoned Executive with experience in a broad spectrum of management disciplines. Particularly skilled at refining processes for maximum efficiency, cost optimization and profit. Proven ability to build and lead organizations, large and small. Expert program management and negotiation skills. Strategic level experience across industries and technologies: Cloud, HPC, Machine Learning, Storage, Start-up and Non-profit. Expert development of partnerships and establishing relationships with government agencies. Founder of G.I.F.T. : Girls Inspired for Tomorrow, (501c3).

Responsible for end-to-end program management and go-to-market planning for cloud-based, AI-enabled, IIoT digital products. Executive responsibility for alignment of resources according to account priority for $100M+ account engagements. Provide executive interface cross-functionally within the organization on behalf of Product Development. Collaborate with technical staff, data scientists through C-level, on design and delivery of transformative deep learning based, AI enabled software products for BHGE Digital. Responsible for design and management of New Product Introduction (NPI) process spanning from market research to product launch.

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

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Nick Allen

Nick Allen

Global Director of Design & User Experience, GE Healthcare

  Nick 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
Liliana Petrova

Liliana Petrova

Director of Customer Experience, jetBlue Airlines

Liliana Petrova

Liliana Petrova

Director of Customer Experience, jetBlue Airlines

Direct the development and execution of global customer experience initiatives for business that generates $6.6 billion in revenue and services 38 million passengers annually. Lead a team of seven customer experience professionals and control a $25 million capital budget. Develop programs from initial concepts through securing budgets and approval from the senior executive leadership team. Report directly to the Chief Customer Officer.

• Introduced the first facial recognition boarding program at a US airline. Improved flight safety through reducing the opportunity for human error while decreasing congestion at jet bridges. Recognized for outstanding innovation with program adopted by Customs Border Protection for further implementation at international boarding gates in the US.
• Currently leading an initiative to design a mobile optimized web application, which will afford the 15,000 worldwide employees real time access to data on plane routing and flight history, weather conditions, personnel restrictions, and plane amenities, while providing employees with a live connection to the call center.
• Built the organization’s first strategic customer experience plan and orchestrated rollout to 15,000 crewmembers at airports, in flight, and at contact centers worldwide. Created department from initial talent selection through development of a highly motivated and top performing customer experience team with numerous employees promoted within the organization.
• Innovated a new model for passenger check-in and bag drop, which utilized technology to enable self-service bag drops and replaced lobby podium agents with agents using handheld devices, reducing transaction time 50%, decreasing wait time from 15 minutes to 2 minutes, and achieving a 1 point NPS lift. Received the Future Travel Experience Award for the Best Airport Terminal Design Project in 2016 and featured as a guest speaker at numerous industry and technology conferences.
Jackie Dula

Jackie Dula

Chief Customer Officer, Capstone Health Alliance

Jackie Dula

Jackie Dula

Chief Customer Officer, Capstone Health Alliance

Experienced executive with a demonstrated history of working in the hospital & health care industry. Strong business development professional skilled in Marketing, Strategic Planning, Sales, Contract Negotiations, Coaching, Sales, Team Building, Management and Lean Processes and Tools.
Edourad Piquet

Edouard Piquet

Chief Experience Officer, Aeroméxico

Edourad Piquet

Edouard Piquet

Chief Experience Officer, Aeroméxico

A Customer Service, Customer Loyalty and VoC Specialist, with more than 20 years experience. A leader that has managed large teams in operations and customer care, increasing profitability through operational excellence and generating a great Customer Experience enhancing loyalty. Global experience within the following industries: Aviation, Hospitality, Financial Services and Telecom.

Outstanding strengths in the fields of: operations, customer service and customer care, as well as a vast experience and appreciation of the cultural differentiators in North and Latin American business practices, being able to achieve sustainable results and drive successful change within these contexts.
Amanda Miller

Amanda Miller

Chief Experience Officer, Day Kimball Healthcare

Amanda Miller

Amanda Miller

Chief Experience Officer, Day Kimball Healthcare

An intellectually active, adaptable, creative professional with 12 years of healthcare experience matched with a graduate degree Public Administration from the University of Connecticut and a Post Graduate Fellowship in Hospital Administration at the University of Connecticut Health Center. Demonstrated achievements in strategy, coaching, performance improvement, change management, project management, and data analysis. Self-motivated with a strong record of progressive responsibility and diversified experience at all organizational levels.
Alex Ragland

Alex Ragland

Global Customer Experience Lead, Genuine Parts Company

Alex Ragland

Alex Ragland

Global Customer Experience Lead, Genuine Parts Company

VISION - to help companies innovate – both for today and over the long term by leveraging principlesfrom design, experience and business strategy, creating a systemic approach to problem solving and thecreation of new ideas, and delivering those ideas across multiple platforms, media, and customer profiles.
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.

Dutta Satadip

Dutta Satadip

Global Head of Customer Operations, Pinterest

Dutta Satadip

Dutta Satadip

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.

Chip Ferris

Chip Ferris

Head of Customer Success, Thomson Reuters

Chip Ferris

Chip Ferris

Head of Customer Success, Thomson Reuters

I currently lead Customer Sucess for the Corporates customer segment and serve as a member of the Corporates leadership team.

Prior to joining Thomson Reuters, I served as the leader for the Deloitte PTS Technology group, as well as leading and teaming on numerous high-profile pursuits and expansions. Prior to joining Deloitte PTS, I spent 11 years with Burr Wolff leading the commercialization of the PTS Corporate software product as well as Burr Wolff’s overall technology practice. Additionally, I served in numerous senior and strategic roles within the firm, contributing to overall strategy and major pursuit leadership. Before joining Burr Wolff, I spent seven years in management consulting at Accenture (5.5 years) - immediately after graduating from Yale with a BA in East Asian Studies - and Capgemini (1.5 years), gaining extensive experience in systems and business process solutions for numerous Fortune 500 companies. I was a manager at Accenture and senior manager at Capgemini, leading projects involving reengineering, process and system design, development and implementation in all major business areas.

I have also built a successful wine distribution business and am currently a board member for a rapidly growing winery.

Sangeetha Rai

Sangeetha Rai

Head of Customer Success, Northwestern Mutual

Sangeetha Rai

Sangeetha Rai

Head of 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.

 

Michelle Musgrove

Michelle Musgrove

VP, Customer Experience Strategy & Governance , AARP

Michelle Musgrove

Michelle Musgrove

VP, Customer Experience Strategy & Governance , AARP

* 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.

Frank Borovsky

Frank Borovsky

VP, Customer Experience and IT, Club Car

Frank Borovsky

Frank Borovsky

VP, Customer Experience and 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.
Josef

Josef Zihlmann

Head of Customer Experience, MilliporeSigma

Josef

Josef Zihlmann

Head of Customer Experience, MilliporeSigma

How do we fit into customer’s value chain? Physically? Digitally? VP with a track record in global general management and more specific in digital business, customer experience, operations, sales and business innovation.
Jose Vergara (1)

Jose Luis Vergara

VP of Enterprise Customer Experience, Change Healthcare

Jose Vergara (1)

Jose Luis Vergara

VP of Enterprise Customer Experience, Change Healthcare

Since 1996, I have been driven by an enduring passion for customer excellence and success. Throughout my executive career at Fortune 500 companies such as McKesson, Citibank, Lusacell/Verizon, DirecTV, HSBC, and Telefonica Movistar, my focus has been on delivering customer-focused outcomes, improving customer experiences, and transforming company cultures to drive business growth.

My name is Jose Luis Vergara and I am the VP of Enterprise Customer Experience for Change Healthcare, a multi billion dollar corporation providing health care IT solutions in the US and International Healthcare space. As VP of CX I'm responsible for creating the strategies to accomplish those business goals that pivot around the customers' loyalty: life time value, organic growth and attrition and revenue mitigation.

I base my practice on Customer Analytics, Voice of the Customer and creating methodologies, tools and programs that the business will adopt as part of its leadership and operational practices.

I have built an extensive career as both customer leader and change agent in my field by heading up B2C and B2B customer operations holistically, powering innovation, and taking the customer conversation from the transactional level to the C-Suite, as part of a company’s strategy for growth and profitability.

What drives me is supporting a company through deep cultural transformation when it comes to customer excellence – changing human behaviors, delivering customer experiences, improving customer loyalty, building business success.

While I'm located in Vancouver BC, I have full mobility to work across borders. I am also an MBA graduate from the IPADE Business School.

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

Director, Digital Engagement, Westrock

Greg Cohen

Greg Cohen

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.
Edward Hobart

Edward Hobart

Director of Customer Experience, Breg

Edward Hobart

Edward Hobart

Director of Customer Experience, Breg

I'm a Certified Customer Experience Professional (CCXP) and leader whose career is distinguished by its wide-ranging diversity, demonstrating a unique ability to comprehend and excel in a broad array of complex professional constructs in international environments.

Through these experiences and the insights acquired, I have become a highly creative, effective and collaborative problem solver. The basic premise on which I operate is that there exist solutions to most any problem; some just require greater effort to uncover than others. 

Responsible for a 50-person support organization comprised our call center, order processing,billing support and pre/post go-live SaaS technical support teams, in addition to founding, formingand leading the comprehensive Breg Customer Experience (CX) Management program for a B2B2Csales model.

Chad Loren Toppass - Nintendo

Chad Loren Toppass

Customer Experience Analytics, Nintendo

Chad Loren Toppass - Nintendo

Chad Loren Toppass

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.

 
Angel Toress

Angel Torres

VP, Customer Experience & Digital Strategy, Popular Bank

Angel Toress

Angel Torres

VP, Customer Experience & Digital Strategy, Popular Bank

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.

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

Holly Hacker Vitamix

Holly Hacker

Director, Brand and Customer Experience, Vitamix

Holly Hacker Vitamix

Holly Hacker

Director, Brand and Customer Experience, Vitamix

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

Raphaelle

Raphaelle Loren

Customer Experience Strategy Leader, Wells Fargo

Raphaelle

Raphaelle Loren

Customer Experience Strategy Leader, Wells Fargo

 

Raphaelle Loren is a customer experience leader at Wells Fargo.
She has the privilege of leading a team of design strategists who represent the perspective of the customer internally.
Through storytelling, end-to-end journeys, and service blueprints, we provide key stakeholders with a shared vision of the experience of our 75M customers. These insights enable our team and our partners to envision together these new products, services, and experiences that will improve and simplify the day-to-day interactions of our customers across all servicing channels.

 

 

Raphaelle lives in the SF Bay Area with her husband and twin daughters.

 

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

Kuntal Goradia

Kuntal Goradia

Director CX Analytics & Experimentation, PayPal

Kuntal Goradia

Kuntal Goradia

Director CX Analytics & Experimentation, PayPal

Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

0-11

Robert Azman

Vice Chairman - Board of Directors, CXPA

0-11

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. 
0-5

Clayton Costa

Head of Customer Experience, Turvo Inc.

0-5

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

Diane Magers

Interim CEO, Customer Experience Professionals Association

Diane Magers

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.

 

Kerri Stewart

Kerri Stewart

Chief Customer Officer, JEA

Kerri Stewart

Kerri Stewart

Chief Customer Officer, JEA

Kerri Stewart is Chief Customer Officer at JEA, a municipally owned electric, water and sewer utility.

Prior to joining JEA in May of 2017, Chief of Staff for Mayor Lenny Curry in Jacksonville, Florida. In this role, she provided policy and public affairs guidance to the mayor.

Prior to returning to the City of Jacksonville, Kerri Stewart was a Partner and Senior Vice President at Infinity Global Solutions. Drawing on her extensive experience in both the public and private sectors, she focused on assisting clients in the areas of government privatization, public infrastructure development, general management consulting and government relations. Ms. Stewart served interim president of Visit Jacksonville, Local Initiative Support Corporation (LISC) and Cultural Council of Greater Jacksonville as a part of her management consulting practice.

Prior to joining IGS, Ms. Stewart served as the Chief Administrative Officer for the City of Jacksonville, under Mayor John Peyton and Mayor Alvin Brown. In this role, she oversaw day-to-day government operations for the city, including directing a nearly 5,000-member workforce and managing the $1 billion municipal budget and $164 million annual capital improvement plan.

During her years of public service, Ms. Stewart also served as director of the city’s Housing and Neighborhoods Department, created the Office of Operational Efficiency (which later became the Inspector General’s Office), and served as a Policy Advisor the Mayor.

Prior to joining the COJ, Ms. Stewart worked as a Program Manager for Alltel Information Systems in Leeds, UK and Jacksonville, FL. She was a part of the program management team that worked for two years to migrate Bradford and Bingley Building Society’s mortgage processing software to Alltel’s solution.

Ms. Stewart graduated from the University of North Florida’s Coggin School of Business with a Bachelor’s degree in Business Administration, double-majoring in Marketing and Management.

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8

Benchmark with Top Professionals

Luke Horgan

Luke Horgan

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Rukesh Reddy

Rukesh Reddy

Head of Digital Governance & Capabilities, Citi

Kamal Nayak-1

Kamal Nayak

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Anahita Reilly

Anahita Reilly

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Sarah Brownback

Sarah Brownback

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Lauri De Cicco

Lauri De Cicco

Sr. Director, New Product Introduction & Customer Engagement, Baker Hughes, a GE Company

Ethan Hull

Ethan Hull

Head of Customer Success, Barrick Gold Corporation

Nick Allen

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Liliana Petrova

Liliana Petrova

Director of Customer Experience, jetBlue Airlines

Jackie Dula

Jackie Dula

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Edourad Piquet

Edouard Piquet

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Amanda Miller

Amanda Miller

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Alex Ragland

Alex Ragland

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Zack Hamilton

Zack Hamilton - Aaron's

Head of Customer Centric Initiatives & Experience, Aaron's

Dutta

Dutta Satadip - Pinterest

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Dutta Satadip

Dutta Satadip

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Chip Ferris

Chip Ferris

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Sangeetha Rai

Sangeetha Rai

Head of Customer Success, Northwestern Mutual

Sarah Tarraf

Sarah Tarraf

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Steve Adams

Steven Adams

SVP, Head of Customer Experience BI & Analytics, TD

Brian Kenny

Brian Kenny

Managing Director, Strategic Customer Growth, Markel

Michelle Musgrove

Michelle Musgrove

VP, Customer Experience Strategy & Governance , AARP

Frank Borovsky

Frank Borovsky

VP, Customer Experience and IT, Club Car

Josef

Josef Zihlmann

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Jose Vergara (1)

Jose Luis Vergara

VP of Enterprise Customer Experience, Change Healthcare

Brian Powers

Brian Powers

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

Greg Cohen

Greg Cohen

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

Edward Hobart

Edward Hobart

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Chad Loren Toppass - Nintendo

Chad Loren Toppass

Customer Experience Analytics, Nintendo

Angel Toress

Angel Torres

VP, Customer Experience & Digital Strategy, Popular Bank

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

Holly Hacker Vitamix

Holly Hacker

Director, Brand and Customer Experience, Vitamix

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Raphaelle

Raphaelle Loren

Customer Experience Strategy Leader, Wells Fargo

Mindy King Thyssenkrupp

Mindy King

Director of Customer Experience, Thyssenkrupp

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

Kuntal Goradia

Kuntal Goradia

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Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

0-11

Robert Azman

Vice Chairman - Board of Directors, CXPA

0-5

Clayton Costa

Head of Customer Experience, Turvo Inc.

Diane Magers

Diane Magers

Interim CEO, Customer Experience Professionals Association

Sabrina Basht

Sabrina Basht

Chief Strategy Officer, Best Egg

Kerri Stewart

Kerri Stewart

Chief Customer Officer, JEA

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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.

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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 CCOI, 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.

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