North American Customer Centricity Awards

Key Note Speaker

Howard Tiersky

Speaker, Author, Transformation Consultant
Howard Tiersky is a successful speaker, Wall Street Journal bestselling author, consultant and serial entrepreneur. He has been named by IDG as one of the 10 Digital Transformation Influencers to Follow Today, and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.”

The Speakers

Eryc Eyl

Sr. Solution Director, CX, E Source
Eryc Eyl brings decades of experience in diverse roles and industries, as well as certifications in customer experience, organizational culture, and change management to his mission to improve the human experience of business. He supports utilities as an analyst for E Source, and speaks and consults widely on human experience.

Tabitha Dunn

Chief Customer Officer, Ericcson
Chief Customer Officer at Ericsson - she leads the customer experience practice and strategy, the employee experience transformation for global sales and the global sales center of excellence. She’s on the Board of Directors for the Customer Experience Professionals Association (CXPA) and is a Certified Customer Experience Professional (CCXP).

Brian Dennis

SVP - Retail Customer Engagement, SMG - Service Management Group
Brian is the SVP of Retail Engagement for SMG and a best selling author on customer experience. He is a respected thought leader in the CX space and will be an incredible addition to the judging panel.

Diane Magers

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 25years 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.

The Panelists

Prithwi Dasgupta

CEO & Founder, SmartKarrot Inc.
Prithwi is Founder & CEO at SmartKarrot Inc. He has over 20+ years of experience in scaling and building profitable businesses. Prithwi is passionate about customer experience and the technology enablement of influencing digital touchpoints.

Phillip Keiken

VP of User Experience, Farm Credit Services of America
Phillip Keiken is Farm Credit Services of America’s Vice President of UX and previously served as a Co-Founder with TD Ameritrade’s Innovation Incubator. He has over 20 years of experience in design and innovation. In his current role as VP, Phillip oversees experience design placing an emphasis on alignment of the organization’s customer-centric experience. Phillip is also the company design evangelist on the value of user-centered design as a strategic differentiator across the organization. Prior to joining Farm Credit Services of America, Phillip served in numerous leadership roles advising companies such as Allstate, McDonalds, State Farm, UL, AbbVie, and others, in the areas of experience design, strategy, and innovation.

Greg Tucker

CEO, Tucker & Company
Greg Tucker leads Tucker & Company, a CX advisory firm that designs and monetizes customer value to increase revenue growth, profitability and customer loyalty for B2B and B2C companies. He is a CX Expert, Who’s Who of CX, CX Innovation award winner and holds an MBA from Stanford University’s Graduate School of Business.

Craig Lee

Customer Experience Director, Customer Experience Group
Customer experience strategist and business transformation advisor; Advisory Board member and international keynote speaker. Supporting executive teams of Fortune 500 companies and SME’s to design and drive significant customer experience programmes with impact. Craig has worked on customer centered change in the financial services, telecoms, luxury retail, technology, education, hospitality, healthcare and travel sectors. Craig is Customer Experience Director at Customer Experience Group and more recently held the position of Customer Experience and Brand at Emirates. He is based in Dubai and consults internationally.

Emcee

Marlan Hardie

People Engagement Officer, Worldwide Technology
Marlan operates as the People Engagement Officer for global service providers at World Wide 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. He evangelizes that “the brands that deliver the best customer experience have already provide the best employee experience.

Agenda

Day 1
Day 2

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