About
Join us at the inaugural North American Customer Centricity Awards week. Four days packed with customer experience stories, real world case studies, masterclass training and networking opportunities with leading customer experience and business professionals from across North America.
The programme is supported by respected thought‐leaders in customer experience from across the region.
Entries Open
17 July 2019
Entry Deadline
26 March 2020
Shortlist Announced
9 April 2020
Finalists Announced
8 May 2020
Masterclass with Ian Golding and Diane Magers
22 & 23 June 2020
Conference
24 June 2020
Finals & Awards Ceremony
25 June 2020
Feedback reports issued
July 2020
The inaugural North American Customer Centricity Awards recognize those inspiring organizations who are delivering an outstanding customer experience across the region. A week of Customer Experience Content will take place over 4 days, starting on 22nd June 2020 in Dallas.
The Conference
At just $325 for a full day of networking, inspiring talks from CX leaders, panel discussions and a business lunch the day one conference packs as much content as possible into a relaxed and inviting atmosphere.
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 PANELIST
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.
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.
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.
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.
The Awards
During the finals over 100 Finalist presentations will be scored by the judges in what will be the largest gathering of CX best practice in one place. Watch & learn from your peers by attending any of the finalists presentations. Celebrate your achievements with your peers and team whilst enjoying our take on a Classic Texan BBQ. Your ticket to the ceremony includes access to the finals.
The Masterclass
Be part of the CX Masterclasses led by Ian Golding CCXP and Diane Magers CCXP on days three and four and take your CX Journey to the next level.
The Agenda
JUNE 22
DAY ONE
Masterclasses
- 09:00 – 16:00 CX Masterclass with Ian Golding CCXP
- 09:00 – 16:00 CX Masterclass with Diane Magers CCXP
JUNE 23
DAY TWO
Masterclasses
- 09:00 – 16:00 CX Masterclass with Ian Golding CCXP
- 09:00 – 16:00 CX Masterclass with Diane Magers CCXP
JUNE 24
DAY THREE
Customer Centricity Conference
- 09:00 – Networking breakfast
- 10:00 – Welcome by Mark Hamill & Marlan Hardie
- 10:30 – Key Note Speech
- 11:00 – Coffee Break
- 11:30 – First Talk by Chris Brown
- 12:00 – Second Talk by TBA
- 13:00 – Lunch
- 13:30 – Panel Discussion
- 14:00 – Third Talk by Mike Kendall
- 14:30 – Coffee Break
- 15:00 – Fourth Talk by Raj Sivasubramanian
- 15:30 – Fifth Talk by Michelle Brigman
- 16:30 – Goodbye by Marlan Hardie & Diane Magers
JUNE 25
DAY FOUR
Awards Finals and Ceremony
- 09:00 – Registration
- 09:30 – Judge Briefing
- 10:00 – First Presentation
- 11:30 – Break
- 13:30 – Lunch
- 16:30 – End of presentations
- 19:00 – Ceremony and BBQ
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.
