17-19 September
Global Time Zone
16:45 - 17:00BST
For companies looking to compete alongside the global players, recognising the influence that CX has on a brand has never been more imperative. The growing adoption of AI and omni-channel interactions are giving companies the ability to understand customers like never before. Through real-time analytics, businesses can quickly respond to customer needs and deliver more engaging experiences however, creating actionable, secure and real-time analytics isn’t a straightforward approach.
Siloed and unconstructed data, complicated software and lack of focus for your customer insight strategy can lead to disharmony between different departments and create more confusion than originally set out. Customer Insight and Data Analytics can help with that. The third in the series of CX Network’s highly popular online summits, the event brings together a host of customer insight experts to provide practical advice on how you can turbo-charge your next customer insight project and turn data into opportunities for short and long-term growth.
Chief Experience Officer TGI Fridays
Ph.D., Senior Manager Microsoft
VP Solutions Strategy MaritzCX
Customer Success Manager Triptease
Customer Experience Analyst Paypal
Senior Director, Marketing Sciences MaritzCX
Marketing Sciences/ Advanced Analysis/ Data Science Director MaritzCX
Sr.Director Product Management, AI and Analytics SAP
CX Solution Specialist Oracle
Ph.D., Founder & CEO Success Drivers
Senior Director Solution Management SAP
Sr. Director of Analytics Concentrix
Director of Solution Strategy, eGain
10:00 - 10:15 BSTCustomer Experience is the new ‘brand’ - it differentiates businesses, drives immense customer loyalty and increases revenue, so with that in mind, the race to master customer experience is ON! In this session, MaritzCX will talk about the current state of the industry and set the scene for this thought leading event.
10:15 - 11:00BSTThe higher demand to ensure corporate initiatives deliver ROI is putting potential CX funding in jeopardy as CX managers are struggling to demonstrate a return on initiatives such as VoC. By collecting, combining, and sharing feedback from different sources, VoC programmes can play a key role in improving processes, lowering costs, and increasing customer loyalty. In this session, discover real-world case studies that shows how linkage analysis proves VoC ROI and improves an organization’s culture and bottom line.
Key takeaways 11:00 - 11:45BSTWelcome to the Experience Economy, where your customers' experience with your brand is inseparable from the value of the goods and services you provide. The customer is the innovator, not the enterprise, and if companies are to deliver competitive customer experiences, they must be ready and able to pivot constantly to deliver content, experiences and services to individuals however and wherever they desire. In this session, discover a ‘data-driven approach’ though customer insights and the combination of accuracy and speed with real-time analytics.
Key takeaways 14:00 - 14:45BSTThe market is seeing a significant demand for AI and machine learning capabilities to better understand what their customers need but while many companies claim to offer predictive technologies, rarely do they deliver on the desired promise. In order to really understand and predict customer behavior, we also need to ask customers what and why they really think and feel the way they do and turn those insights into real actions. In this session, discover real-life case studies on how to make better use of customer feedback to predict and manage the CX.
Key takeaways: 14:00 - 14:45BSTThe rise of AI has ushered in a new era in CX - customers expect access to services 24/7, 365 days a year, from any channel and language of their choice. As a result, businesses need to understand their customers sentiments in real-time and predict their actions to deliver delightful customer moments. In this session, discover how intelligent RPA can be used across the enterprise to gain competitive advantage, speed up work and improve employee and customer experience.
Key takeaways: 16:00 - 16:45BSTMicrosoft’s quarterly CX survey is conducted in over 100 countries and is translated in over 40 languages among several customer segments - although open text feedback is a rich source of information, the data captured was not well exploited. In this session, discover Microsoft’s experience with implementing a system to gain AI-enabled insights about CX drivers from detailed text feedback.
Key takeaways: 10:00 - 10:45BSTMany businesses claim that automating their contact centre improves the customer journey by making it more efficient and streamlined, however the success of this has not matched the hype associated. Chatbots are often being used as a replacement rather than enhancement and as a result the technology is beginning to get a bad name for itself. If applied right, AI can transform customer service and engagement.
In this session, discover: 14:00 - 14:45BSTIllustrating a return on investment for CX in a credible manner is the greatest threat to success as CX professionals struggle to calculate the connection between improved customer experience and revenue growth. However, with the right measurement, strategies and tools in place, a solid business case can be developed and monitored for success. In this webinar head from thought leading industry professionals on how to associate a monetary value to the tools and models used to improve the customer experience
Key takeaways:Browse our virtual booths and download useful resources and videos from our CX experts.
When you partner with CX Network, your get the opportunity to expose your brand to our opt-in membership of over 31,000 customer experience professionals globally and our wider audience of more than 150,000 CX executives.
Position your brand at the forefront of this topic and industry developments. By being part of this webinar we will ensure you are seen as part of the conversation between industry players, analysts and decision makers. If you want to be positioned as an industry leader, then partnering with CX Network is a great step in this direction.
Through our webinar programme, CX Network delivers leads that match your goals and increase your traffic based on your requirements. Engage and interact with your target audience through our varied lead generation campaigns.
Whether you are embarking on a brand re-launch or planning to increase your current brand awareness, CX Network will ensure your brand is associated only with credible, highly recognized industry players. Our webinars put your brand in front of highly relevant, highly active and qualified industry players in a cost-efficient manner.
Sherif Mityas
Chief Experience Officer, TGI Fridays
BIO: Sherif Mityas is the Chief Experience Officer for TGI FRIDAYS with oversight for the Brand’s Strategy, Marketing, Operations, Technology and Digital efforts. Mr. Mityas has more than 20 years’ experience in the retail and hospitality industries in both senior consulting and executive industry roles.
Prior to joining TGI FRIDAYS, Mr. Mityas served as the Managing Partner for JS Consulting and as the Chief Executive Officer for Hollywood Video/Movie Gallery.
Mr. Mityas received a B.S. degree in aerospace engineering from Boston University, a M.S. in mechanical engineering from Rensselaer Polytechnic Institute (RPI) and an M.B.A. from Northwestern’s Kellogg School of Management.
Darya Vselubsky
Customer Success Manager, Triptease
BIO: Darya Vselubsky is a Customer Success Manager at Triptease, a SaaS travel company with offices in London, Singapore and NYC that focuses on the development of products that help hoteliers drive revenue to their website.
Darya comes from 5 years of experience in both the hospitality and tech industries and helps improve client experience by creating strategies that, with the help of the Triptease product portfolio, increase bookings, revenue and customer retention for her clients.
Adeel Ahmad
Customer Experience Analyst, Paypal
BIO: Experienced analyst with a demonstrated history of working in areas like KPI design for support, customer success, customer engagement, customer segmentation, down-stream impact (DSI), customer churn, lifetime value (LTV), cross-sell recommendations, and win-loss analysis.
Skilled in Qlikview, Power BI, SQL, R Studio, ETL and Databases, Salesforce API & Reporting, Microsoft Office Suite (Excel and Powerpoint).
Industry accreditation like TSIA STAR Award.
Rajul Jain
Ph.D., Senior Manager, Microsoft
BIO: Rajul is a Sr. Market Research Manager in the Corporate Research team within Microsoft’s Customer and Market Research organization. In her current role, she manages the team’s advanced analytics and data enrichment practices that drive proactive and integrated customer insights to inform corporate strategy and field enablement. Prior to joining Microsoft, Rajul was an Associate Professor of Communication at DePaul University, Chicago and a Sr. Managed of Predictive Analytics at Ketchum Public Relations agency.
Chris Travell
Director, Customer Success Automotive Europe, MaritzCX
BIO: Chris is passionate about improving the customer experience of European and North American automotive manufacturers. Chris’ 30+ years of automotive industry experience has been spent showing clients how to make the most of their data and translate them into positive business outcomes. His MBA is from McMaster University, specializing in Marketing and International Business. He then received a graduate scholarship to attend the renowned Institute for International Studies and Training in Tokyo, Japan. Chris started out his career working for Mazda and Toyota in various head office and field capacities. He joined JD Power & Associates in 1994 and established their Canadian office. In 1996 he came to Maritz where he was responsible for the Canadian automotive research consultancy.
Ed Swain
CX Solution Specialist, Oracle
BIO: The power of your marketing engine is defined by the data it is fueled by. We are now able to understand any customer interaction, across any digital channel, in real-time to create more timely and relevant campaigns. I help companies turn this from theory to reality, increasing effectiveness.
Frank Buckler
Ph.D., Founder & CEO, Success Drivers
BIO: Frank Buckler, PhD., Founder & CEO of Success Drivers, an insights solutions provider, whose clients are mostly US enterprises. Frank is the leading pioneer for AI-enabled success drivers research with 25 years of experience in this field.
John Georgesen
Sr. Director of Analytics, Concentrix
BIO: John Georgesen, Ph.D., is Senior Director, Analytics and Decision Sciences at Concentrix. He specializes in designing customer experience (CX) programs that drive tangible improvements. John has more than 20 years of applied experience and is a recognized innovator in the field of customer experience management.
Harsha Bhat
Senior Director Solution Management, SAP
BIO: Harsha Bhat is the Solution Owner for SAP Intelligent Robotic Process solution, leading go-to-market for the topic globally. With his 15+ years of experience in the industry, Harsha engages with strategic customers and ecosystem to steer the solution roadmap towards market relevance. His responsibilities include enabling the SAP field for positioning the solution portfolio, generating demand, creating adaption opportunities and be a trusted advisor for stakeholders. He was part of multiple multinationals in their core business operations before starting his journey with SAP in the enterprise applications space, more than a decade ago.
David Ensing, Ph.D.
Vice President, Automotive Research Consulting
BIO: David provides research design consultation to clients, facilitates continuous improvement of existing studies and manages MaritzCX’s internal automotive studies. David has nearly 20 years of experience conducting and overseeing automotive customer experience programs at MaritzCX and Maritz Research. Previously, David held several positions including Vice President of Voice of the Customer Integration and Senior Strategic Consulting Director.
Prior to joining Maritz, David was an assistant professor of psychology at the University of Toledo in Toledo, Ohio. He taught graduate and undergraduate courses, supervised doctoral- and masters-level research, and conducted outcome-based research. David completed Doctoral and Masters Degrees in psychology from Bowling Green State University and a Bachelor of Arts degree in psychology from DePauw University. He has also completed his psychology internship at the Baylor College of Medicine in Houston, Texas.
In his free time, David plays a lot of squash and runs half-marathons and marathons.
Joseph White
Senior Director, Marketing Sciences
BIO: Joseph joined MaritzCX in 2005, and as Senior Director of Marketing Science he provides support and consultation on the analytical aspects of research design, sampling, multivariate statistics and modeling, and reporting. Joseph currently supports the Financial Services Research Group.
Prior to joining MaritzCX, Joseph spent seven years providing analytical expertise to a wide array of marketing research studies in the IT and telecommunications industries, including global customer value management, customer satisfaction, global brand image tracking, market share benchmarking and tracking, and demand forecasting.
Joseph holds bachelor of arts and master of arts degrees in economics with a focus on econometrics, forecasting, and international trade from the University of Colorado at Denver, and has completed all course and qualifying exams in economics at the University of California, San Diego, where his focus was on theoretical and applied econometrics and microeconomics. Joseph is a member of the American Marketing Association.
Location: Fenton, MO
Krupa Singampalli
Sr.Director Product Management, AI and Analytics
BIO: With over 15 years of experience in the customer experience domain, Krupa Singampalli is driving product management in the areas of artificial intelligence and analytics to deliver on the promise of intelligent customer experience for the SAP C/4HANA suite.
Juraj Kavecansky, Ph.D.
Director, Advanced Analytics Department
BIO: Juraj has over twenty years of marketing sciences experience. In his role as Advanced Analytics and Marketing Sciences Consultant he provides consult and analytical support in the area of research design, sampling, multivariate statistics, and reporting.
Experienced in the selection and application of the right statistical technique to address client objectives, Juraj has succeeded in a large number of custom research studies, including but not limited to customer satisfaction tracking studies, product development, linking CXE to operational metrics and the bottom line, and segmentation studies.
Prior to joining Maritz, Juraj was a Senior Statistician and Chief Methodologist in Convergys Corp. and a Seminar Developer and Leader at The Burke Institute.
He holds a B.S. in Physics from Charles University and M.S. and Ph.D. in Biophysics from Comenius University.
Location: Fenton, Missouri, Financial Services, HQ, Cincinnati, Ohio, Home Worker
Stephen Kennedy heads the EMEA Pre-Sales team for eGain. Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Stephen started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers achieve some of the results he attained. For the last 20 years Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits.
