North American Customer Centricity Awards

The Speakers

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.

Principles & Practices to Create Value & Drive Growth

Leveraging years of global CX and innovation expertise, Mike Kendall will share powerful approaches and examples to help you rapidly create customer value, loyalty, and growth. Mike will detail key principles behind some of the most successful customer-focused companies of our time, a High Performance Framework including tangible behaviors you can adopt, and deep customer immersion techniques to ensure your next move delivers customer delight. Given the unique times we are experiencing, the margin of error for many companies and professionals is slim. Don’t miss this opportunity to learn how to de-risk your decisions and build lasting value.

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.

Managing Through Change

Reimaging Customer Experience for companies like 7-Eleven, Citi, and Dell, Michelle transforms culture to increase customer engagement, satisfaction, and loyalty. This talk will provide Practical Tips To Ensure Your CX Program Remains Relevant As You Navigate This New Normal

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.

How to create a truly customer centric culture

We live in the age of the customer. Customers are more informed than ever. They have access to not only everything they want relating to you product, service and company but information that influences how they think about you – other customer’s experiences with your company. The only way to remain competitive today and into the future will be with an organizational culture that puts the customer at the heart of its operations. In this keynote you will learn:

1. Why being a customer centric organization is your only competitive advantage in today’s highly disruptive and rapid changing environment
2. Lessons from the world’s most customer centric companies
3. How leaders at every level can create an organization that aligns its culture to the needs of the customer
4. How to make Customer Centricity a reality in your company by benchmarking and building a roadmap to develop your company’s capabilities.

Phillip Keiken

Vice President, UX 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.

The nirvana of a truly customer-centric experience gets halted by the Great Design Divide. A story told too often. Find out how eradicating the old belief that UX is a stand-alone function can disrupt the status quo, break down the divide, and elevate your organization’s customer experience.

The Panelists

Linking Customer Experience to tangible results

Ian Golding

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.

Agenda

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What you receive

Online Conference Pass

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Enterprise Pass

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