North American Customer Centricity Awards

About

Join us online at the North American Customer Centricity Awards, one of the largest virtual Customer Experience knowledge sharing events in North America. 2 days of celebration packed with business best practice stories, 130 real world case studies and networking opportunities.

The celebration of Customer Experience will begin with an online interactive masterclass on 22nd and 23rd of June with two of the world most well known CX Specialists Diane Magers & Ian Golding

Due to the COVID-19 Pandemic, we have moved this year’s edition ONLINE. Although we can’t all be together the Awards will still showcase over 100 Customer Experience stories from across North America. Sharing CX best practice, CX stories and learning from each other’s transformation to becoming a truly customer centric organisation.

During the Virtual finals over 100 Finalist presentations will be exhibited which have been scored by independent expert judges in what will be the largest collection of Customer Experience best practice in one place. Watch & learn from your peers by attending any of the finalists presentations and switch between these virtual rooms at will. Then sit back, grab the popcorn and a drink, relax and enjoy the Awards Ceremony on the following evening which is being directed and produced by an award winning production house!

Miss a presentation? All the presentations will be available to attendees for up to 7 days after the event via our online portal.

The Conference

Not ready to enter the awards this year? Join the conference and receive FREE access to the finals area to see exactly what the awards are all about.

The Conference runs in parallel with the Finals featuring Key Notes from CX Thought Leaders and real world CX case studies from recognisable brands from across North America. We have an exclusive panel discussion which you can take part in via the chatbox. Have your questions answered by the leading minds in Customer Experience.

Not only can you access the finals presentations, but you will also receive a FREE 1 year trial of our CX portal which hosts exclusive content such as case studies, Key Note Talks, Tools & Templates, Exclusive Webinars and Networking Sessions. (Usually $365 per year!)

THE SPEAKERS

Chris Brown

CEO and Co-Founder, Marketculture
Chris is a global expert in customer-centric business strategies. He and his colleagues have conducted extensive research on this topic and published articles in Strategy & Leadership, B2B Magazine, the CEO Refresher, the Harvard Business Review Blog, the CMO Council program on Market Sensibility and other journals.

Mike Kendall

Founder, The Customer Lab
Leveraging over 25 years of driving transformation inside loyalty-leading companies like Intuit, Capital One, and Humana, Mike Kendall (@DelightApostle) brings expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge to organizations around the world.

Raj Sivasubramanian

Customer Experience Insights Manager, Airbnb
Raj is a seasoned Customer Experience leader and CCXP with a diverse set of experiences as both a CX practitioner and a consultant. At Airbnb, Raj is focused on developing new approaches to capture and socialize the voice of the customer and to build processes that enable teams to act on customer feedback. Raj is a frequent conference speaker and advisor on the topic of customer-centricity, metrics, and customer feedback.

Michelle Brigman

Customer Experience Director, 7-Eleven
Reimaging Customer Experience for companies like 7-Eleven, Citi, and Dell, Michelle transforms culture to increase customer engagement, satisfaction, and loyalty.

THE EMCEE

Marlan Hardie

People Engagement Officer,Worldwide Technology
With 20 years in the customer care industry and a consulting background, Marlan has worked with many of the largest call centers in the telecom, cable, financial services, media and entertainment organizations.

THE PANELISTS

Ian Golding

Customer Experience Specialist
Customer Experience Specialist
A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions.

Diane Magers

Founder and CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25 years of building and growing Customer and Employee focus.

Dana Hyatt

Customer Experience Principal, CCXP, Slalom
Dana Hyatt is Customer Experience Principal at Slalom, partnering with organizations to achieve sustainable growth through the customers' lens. Her deep expertise in collaborating cross-functionally to turn insights into business impacts comes from her unique industry experience leading both field and corporate-based Sales, Operations, Training, Data Integration, Account Management, Marketing Insights and Customer Experience teams at companies such as Neiman Marcus, Citi, Acxiom, Gucci, Alltel, Zale Corporation, Gold's Gym International, Accor North America, ADT, Southwest Airlines, and Thomson Reuters.

Andy Netzel

VP, Voice of the Client/Employee, KeyBank
Andy Netzel, CCXP is VP, Voice of the Client and Employee at KeyBank, focused on CX measurement, journey mapping, prioritization and continuous improvement for commercial and consumer payments. He previously helped shape client journeys at Hoover vacuums and Things Remembered.

The Agenda

OCT 8

Finals & Conference

OCT 9

Ceremony

Legacy

ARCET Global was founded by members of the core team that has been together since 2014.

The team has vast experience in executing Awards programmes, delivering over 15 Awards across 5 different programmes throughout the Middle East & Europe.

Through ARCET Global, the Team will build on their reputation of creating, launching and producing leading Business Awards programmes.