North American Customer Centricity Awards

The Speakers

Camille Nicita

Managing Director North America & Managing Partner, Gongos: part of InSites Consulting
Camille understands what it takes to make business decisions while operating in volatile environments and building strong cultural buy-in. She believes operationalizing consumer centricity through both ‘outside-in’ and ‘inside-out’ approaches is a differentiator to achieving organizational growth.

Nate Brown

Senior Director of Customer Experience, Arise Virtual Solutions
Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Nate is a perpetual student of the world’s greatest experiences and the people who create them. After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more.

Bradley Kruger

System Vice President, Advocate Aurora Health
Bradley Kruger, M.A., Ed., M.B.A. is a performance-driven Senior Executive offering over 25 years of cumulative and comprehensive achievements in identifying innovative, strategic differentiation opportunities and applying team development techniques across diverse geographies to transform consumer experience. Recognized nationally and internationally for using the voice of the customer to design enterprise-wide frameworks that create exceptional patient safety, service, and quality outcomes across the care continuum.

The Panelists

Experience Management: What have we learned and what is changing about our profession?

Live Panel Discussion brought to you by Customer Institute

Jeff Lojko

SVP CX Transformation, Bank of America
Jeff is a passionate, experienced practitioner at Bank of America who believes that the best client experiences are those that deliver value in a simple, enjoyable way. To him, client-centricity is about understanding and delivering what clients want, and why.

Michelle Morris

Customer Experience Program Leader, Verizon Connect
Michelle is a Certified CX Professional (CCXP) and a Certified Lean Six Sigma Black Belt (LSSBB) with expertise in continuous process improvement. Recipient of numerous CX awards relating to Customer Experience excellence. A core focus of Michelle's is the transformation of customer feedback into action and improvement in quality.

Mary Drumond

CMO, Worthix
Mary Drumond is CMO at Worthix and host of the Voices of CX Podcast. She has a passion for consumer behavior and extensive experience in Customer Experience. Mary currently serves as a board member for UGA’s MMR Program, CX Board for Officium Labs, and co-chair of Latinas in Tech-ATL.

The Moderator

Diane Magers

Director, Customer Institute
An accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. Drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging.

Innovative leader and expertise in customer engagement strategy, design, development, and execution. Extensive experience in design and implementation of sales, marketing and services solutions and applications including SAP.

Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels.

Diane has demonstrated competence in startups, mid-size and Fortune 100 companies. Outstanding reputation for partnering, mentoring, promoting collaboration, and resolving complex business issues. Diane is speaking at Customer Experience industry events and consulting with companies to support and educate them as they build or enhance their customer experience practices.

Emcee

Marlan Hardie

Chief Digital Officer, Worldwide Technology
Marlan operates as the Chief Digital 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.

Michelle Brigman

Sr. Director, Medallia
Michelle Brigman is a transformational Client Experience leader focused on innovating strategies to drive revenue, mobilize cohesive teams, and influence the customer experience. Michelle has created profitable results in CX leadership positions for global iconic brands such as 7-ELEVEn, Citi, and Dell. She was named Top CX Professional 2021, 2017 IT Executive of the Year, 2017 CXPA Innovation Award Winner, and Judge in the 2020 North America Customer Centricity Awards. Currently, she is the Sr. Director of Strategic Alliances for the #1 Experience Management platform Medallia, co-host of the Hard Won Wisdom podcast, Vice President of Women’s Leadership Network, and founder of Brave Balanced Women, where she helps Executive Women find balance through wellness practices, self-discovery, and a powerful tribe of advisors.

Agenda

(Times in CT)