North American Customer Centricity Awards

Why become a Judge?

Be seen as a thought leader

Learn how organizations are becoming more customer centric

Network with industry leaders

Elevate your personal brand

Gain access to real world case studies

Your role as a Judge

Score written entries

Each entry is around 2,100 words and takes approximately 20 minutes to read and score. This score is weighted at 50% of the total score.

Score the Virtual Presentations

Each finalist will be given 15 minutes to present their case study via pre recorded video. This score is weighted at 40% of the score

Provide written comments to entrants

This valuable feedback helps companies validate the great work that they are already doing and where they can improve.

Scoring of Entries

The purpose of the ARCET Global scoring model and criteria is to ensure that business stories, teams and leaders are scored accurately, effectively and independently. Giving both entrants and judges confidence that the winners are deserving.

Our scoring model is endorsed by the University of Chester Business School giving you confidence that all entries will be evaluated in a vigorous and thorough manner.

The University of Chester’s stellar commitment to Entrepreneurship and business excellence, echoes ARCET Global’s commitment to improve businesses around the world.

Each criteria scored 1-10 (10 being the highest score)

After all the presentations, judges score the overall entry out of 100 so they can reflect on which story captivated them.

Scores are aggregated and given a percentage.

Finalists who score within 3% of the highest marks of that category will be winners.

Judging Panel

Meet the judges who will be bringing their industry knowledge and category specific skillsets to assess the entrants. Each judge is carefully vetted to ensure impartiality and all judges sign a confidentiality agreement. Judges are selected based on their business experience and qualifications. Each panel has a cross section of experts to ensure the evaluation is thorough.

Graham Shapiro

Chair of Judges - CEO, GSD

Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing. Entrepreneur in Residence and on the advisory board for The Business Research Institute at The University of Chester. Ambassador of Innovation for The University of Cambridge. Graham invented the interloopmailer® and Reggie®.

Bruno Guimarães

Community Manager - Founder, Amigos do CX

Bruno is the Director of Growth and Relationship management for Brazil at Mobile Marketing Association and the founder of local Brazilian CX community Amigos Do CX. Passionate about people and CX. He believes on the collaborative learning and on the values of communities. His goal with the A.CX is to integrate people, exchange experiences and constantly look for new initiatives to support market development. In his spare time is a triathlete, has completed 5 Ironmans, 8 marathons and 2 ultra marathons, crossing the Andes Mountains running.

Hank Brigman

Chief Experience Officer, Customer Experience Strategies, Inc.

A CX pioneer and the first to define “touchpoint” on Wikipedia, Hank’s methods for delivering quantifiable results in-house and as a consultant are shared in keynotes and were captured in the best-selling TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint.

Charlotte Barnett

DFS Global Voice of the Customer Sr Manager, Dell Technologies

Charlotte is a passionate customer experience leader at Dell Financial Services (DFS), with a key focus to understand customer expectations and needs during their end to end journey. She finds it important to partner with other DFS leaders to drive CX excellence throughout her organization.

Eryc Eyl

SENIOR SOLUTION DIRECTOR, CUSTOMER EXPERIENCE, 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.

Megan Burns

Founder, & CEO, Experience Enterprises

Megan Burns a customer experience expert, speaker, and strategic advisor to Fortune 500 firms. She helps them embed world-class experience management (XM) into corporate DNA based on lessons from her pioneering work on XM maturity at Forrester Research and her experience guiding hundreds of leaders through complex culture change.

Roberta O'Keith

Strategic Business Advisor and Customer Experience Strategist

Roberta has over 20 years’ experience working for mid and large sized corporations designing, implementing and leading customer experience strategies and voice of customer programs. She is a certified LEAN Six Sigma Black Belt and Certified Customer Experience Professional.

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.

Mark Khayat

SVP Global Commercial Operations, IQ Fulfillment

Accomplished International Business Development, Sales & Logistics Executive skilled at helping companies accelerate global growth through salesforce transformation, foreign expansion & market penetration. Consultant / Entrepreneur / Early Stage Investor.

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.

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.

Cary Cusumano

CX Design Strategist, Verizon Enterprise Solutions

Cary is a seasoned Customer Experience (CX) and Design Thinking professional in Verizon Enterprise Solutions. As a CX Design Strategist, he works with Verizon’s largest enterprise clients to articulate, design, and implement their CX strategy and vision. He is a Certified Customer Experience Professional (CCXP) and a 2016 winner of the Customer Experience Professional Association’s (CXPA) CX Impact Award.

Brendan Tremble

Co-Founder - CX Consultant, Frazer Tremble Executive

Brendan is the co-founder of Frazer Tremble Executive where he heads up the Customer Consulting division. With over two decades of experience to the table, he is backed by a successful track record in the realm of, sales, CX and customer success.

Roxie Strohmenger

VP, CX Strategy, UKG

Roxie Strohmenger, CCXP is a driven transformation executive and co-creator of Forrester's CX Index™ with 15+ years of experience as a practitioner and thought leader. Roxie has deep expertise in designing and executing innovative CX transformation initiatives that tap into the six core CX competencies and leveraging CX best practices to create differentiated, high-quality experiences that create, sustain, and expand customer loyalty.

Roger Pugsley

President, Pugsley CX Consulting

NPS Certified and sited for CX best practices by Forrester and The Temkin Group. Speaker at Forrester CX Forum, CX Strategies Summit, IQPC CX Exchange, CSPN CX Conference, and CX Week Canada. Winner of CX awards from The Temkin Group, BOMA Canada, and CSPN.

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.

Jill Raff

CEO, EX2CX™ Expert, Jill Raff Group

With 30+ years experience, Jill Raff, Employee & Customer Experience Strategist, Author and Speaker, grew up working with her parents, McDonald's franchisees of store #150. Maximizing experience across industries & 7 countries, Jill cross-pollinates strategies empowering brands to deliver world-class employee and customer experiences.

Jennifer Keltner

Executive Director of Freedom, Rescue Party Give

Jennifer Keltner created RescuePartyGive.org to be a catalyst to eliminate modern day slavery. With a customer centric focus on helping the poor, Jennifer guides volunteers to use their talents to help stop human trafficking. Her approach is to shed light onto this dark troubling problem.

Faran Niaz

Customer Experience Specialist

Highly experienced Customer Experience & Digital Transformation specialist. Change Management Expert with over 25 years of experience in Banking / Financial Services including successful establishment and running of Alternate Channels, Call Centers, Customer Service Units, Complaint Resolution Units & Quality setups for Citibank, Mashreq Bank & Abu Dhabi Islamic Bank. Global Customer Experience Judge and speaker on various platforms as an industry expert. Faran has led ADIB win ‘Best Bank in Customer Experience’ in UAE for last 7 consecutive years. An achievement of un-parallel proportions. Faran is also a talented and an Award winning photographer. His photographs have been exhibited in UAE, Thailand and Italy.

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.

Ian Stokol

Design and Delivery Director, FAIR Consulting Group

As a CXPA 2019 Impact Award Winner, Ian uses a blend of CXM, UXD, BE and PM skills working with organizations and leading teams to first understand customers and then plan, align, create and deliver award winning customer-centric experiences.

Elisa Miller

Lead human-centered engineer, MITRE

For Elisa, it’s not just about solving problems, it’s about figuring out what problems need to be solved, particularly those that happen when humans interact with products and services. As a performance improvement thought-leader, her journey spans the breadth of the user experience landscape from product management to information architecture, from UX research to Design Operations. A frequently requested speaker and community leader, she uses insight from a variety of industries to create a strategic lens on how understanding people leads to better products that customers want.

Shadi Swairki

Head of Hospital Services, Bupa Arabia

A high Medical and Operational Professional with superb leadership skills, impressive record of growth and success for more than 13 years of experience in Operation Excellence and Customer Experience Management in the healthcare sector. I firmly believe in passionate and inspirational business leadership which energizes both organizations and individuals, helping people and organizations to be among the best in all aspects and this is my motivational fuel

Daniel Burks

VP of Customer Experience, America’s Car-Mart

“The only service worth anything is the service to others.” That sums up Dan Burks’ philosophy about customer service and his aspirations for America’s Car-Mart. As the company’s Vice President of Customer Experience, he leads the company’s customer experience transformation. In his 20+ years in leadership positions at Home Depot, Walmart and Car-Mart, he’s designed and implemented numerous innovative business initiatives that drove successful business outcomes.

Karl Sharicz

Founder & President, HorizonCX, LLC

Karl brings over thirty years of skills and experiences gained in high-tech research and manufacturing B2B environments along with proven business acumen. Throughout his career he has served a broad range of roles within marketing, sales, training, and training management—developing internal and external customer relationship skills and building a decided customer-centric focus along the way. Karl is steeped in the Customer Experience Management discipline.

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.

Bill Schimikowski, CCXP

US Customer Experience Lead, Biogen

Bill Schimikowski is the Customer Experience Lead for Biogen where he is responsible for developing excellence and driving action within the US in each of the six CX disciplines. Prior to Biogen, he was Vice President of CX at Fidelity Investments focused on developing CX infrastructure and culture.

Lawrence Levinson

Director & GM, Wave Advisors - Professional Services, Wave HQ

Lawrence is an accomplished executive leader with 20 years of multinational experience across B2B/B2C cultures and industries. He has driven top-line growth & ROI through Business & Strategic Development, Customer Experience, Sales, Loyalty and Marketing in Startup, Fortune 100 & Forbes Global 2000 companies. A Certified Customer Experience Professional (CCXP), Master of Applied Science & Management, Professional Biologist and Mastering Design Thinking alum from MIT Sloan, Lawrence is the current President & Chair of CXPA Toronto, and sits on advisory Boards for CSPN and Corinium Global Intelligence.

Rick Denton

Managing Principal - Customer Experience, Voice of the Customer, Employee Engagement, Operations, EX4CX

Rick helps customer-focused clients increase revenue by showing how to listen to customers & start delivering great experiences for every customer, every time. Hosts the CX Passport podcast. Rick believes the best meals are served outside and require a passport.

Katherine Buttler

Head of Product North America & CX Strategy Service, ThoughtWorks

Katherine Buttler is a CX leader, strategist and storyteller, with 23 years of digital consulting experience with Fortune 100 clients in numerous industries. She is Head of Product, NA, for ThoughtWorks, and leads the CX Strategy service for North America.

Lorena Kurtjian

Director of Strategy Analytics, Medallia

Lorena Kurtjian Hernandez is a customer experience leader with over two decades of experience in CX and EX in both B2C and B2B roles in the travel and hospitality industry. As Director of Strategy Analytics at Medallia, she is passionate about helping companies create greater value through improved employee and customer experiences.

Jimmy Ball

Director of Product Design and UX, Securonix

Jimmy Ball is a highly experienced senior-level UX Strategist, information architect, and designer that has proven experience in positive business outcomes through research, branding, problem solving, and analytics. He was named one of Graphic Design USA magazine's "People to Watch in 2012" and has had work showcased in many design annuals and award shows.

Santhakumaran Atmalingam

Founder & International CX Consultant, CX Expert Asia

Santha is a Customer Experience (CX) thought leader, keynote speaker, and an industry leader for CX coaching and consulting in South East Asia. He has vast experience in advising MNC and Government Agencies on CX Transformation.

Phanindra Gollapudi

Head of Customer Experience - Technology, Dropbox

Phanindra is a strategic technology executive with over 20 years of designing, implementing and driving innovation across various customer processes at companies like Hewlett Packard Enterprise, Aruba Networks, Sony and Gillette. In his current role as Head of CX-Technology at Dropbox he is building the next generation user experiences powered by Artificial Intelligence with an obsession to delight the customers.

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).

Michael Phelan

Founder & Principal, Go-to-Market Pros

Michael is a Principal & Founder at Go-to-Market Pros. He was formerly a marketing executive at Staples & Reebok. He founded his company eight years ago to help companies make significant inroads into new markets & product categories. Michael specializes in helping companies expand into new markets, launch new products & grow revenue through innovative sales and marketing programs. Michael developed and optimized a new sales & marketing methodology in 2018 called “Magnet Marketing”.

Marty Kaufman

Founder & Principal, infinipoint

Marty lives at the complex intersection of growing companies and the customer experience; creating touch-points that are memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He leads and advises executive leadership teams across start-ups, Fortune 100s, and the public sector.

Rodrigo Edwards

Managing Director, Loyalty Metrics

Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America. Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.

Saif Sultan Al Abri

Senior Manager L&D, Omantel

Saif Sultan Al Abri is a committed HR Professional with over 19 years’ experience in Banking and Telecom Industry. Saif has become a trusted professional to senior business leaders in Oman for employee engagement and training aspects. He is a certified CIPD HR Professional. Saif added his noticeable finger prints since he took over the lead of Learning and Development in Omantel.

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.

Patricia Descamps

CX/Personalization Associate Director, Clorox

As a strong CX and Consumer Insights leader with 10+ years of experience, Patricia has supported different organizations in developing and implementing robust Customer Satisfaction programs and research methodologies to take the relationship between brands and consumers to the next level.

Jim Tincher

Founder & Mapper-in-Chief, Heart of the Customer

Jim Tincher, CCXP, is a nationally recognized customer experience thought leader, journey mapper, author, keynote speaker, and entrepreneur. Jim led customer experience programs at Best Buy and United HealthGroup before launching his innovative CX consultancy, Heart of the Customer. The firm helps start-ups to Fortune 50 organizations use voice of the customer research to improve loyalty, identify unmet needs, develop new products, and manage customer journeys. His book, How Hard Is It to Be Your Customer?, is considered a must-read for leaders focused on customer experience.

Alec Dalton

Co-Founder & Partner, Hospitality Leadership Academy

Alec Dalton inspires exceptional experiences using service science. Leveraging over a decade of experience in the hospitality industry, Alec is a Co-Founder and Partner of the Hospitality Leadership Academy. The consultancy supports brand names and boutique businesses alike with service-oriented customer experience strategy and training. He proudly serves as an Advisory Board Member for HorizonCX, in addition to being a member of the Board of Directors for the Customer Institute. Alec's publications include co-authorship of the textbook Operations Management in the Hospitality Industry and the first two international best-sellers in the series Customer Experience.

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.

Jeremy Uzeta

CEO, Crucible CX Advisors

Jeremy Uzeta is the Founder/CEO of Crucible CX Advisors and has over 20 years of leadership experience within the Telecommunications vertical, developing and leading best-in-show support teams within the Service Assurance, Service Delivery and Customer Experience landscapes for both fortune 500 and 100 companies.

Cary Munk

Partner, Accelerant Strategy Solutions

Cary accelerates growth by applying customer success and experience best practices. By taking a genuine, creative, empathetic, collaborative, and humorous approach, Cary builds long-term relationships and leads client adoption, retention, expansion, and advocacy.

Nomah Zia

Director, Digital Engagement, Landrys

Nomah has 16 years of experience in Oil & Gas and manufacturing industry leading global digital transformation and CX programs. Currently she is leading digital CX and engagement strategy for Landry’s Inc. dining, hospitality, entertainment, gaming verticals and Houston Rockets business.

David Winkler

Associate Director Infrastructure Service Engineering, Rescue Party Give

David has spent his entire career delivering IT services in the financial services industry. Enhancing Customer Experience and delivering Digital Transformation have been areas of focus. He is passionate about helping his community thru volunteerism & works with several non-profits.

Annette Franz

Founder + CEO, CX Journey Inc.

Annette Franz is an internationally recognized customer experience thought leader, coach, keynote speaker, and author. She recently published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

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.

Hussein Dajani

General Manager, Nissan Motor Corporation

Hussein is the GM for Digital and CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, and Oceana overseeing some of the most dramatic customer transformations the company has had to go through in recent times.

Robert Taylor

Advisory Board Member, DEVCO Services

Robert Taylor has over 25 years experience in the legal, technology, and cybersecurity arena. Mr. Taylor currently serves as a board member, strategic advisor, and legal counsel to a number of award winning next generation cybersecurity and technology companies.

Stacy Sherman

Expert, ‪DoingCXRight®

Stacy is known for HUMANIZING BUSINESS & differentiating brands through DoingCXRight®. She focusses on customer experiences, employee engagement and diversity & inclusion as a woman leader at a global corporation. Her accomplishments include achieving record-breaking Customer Satisfaction & Net Promoter (NPS) results, contributing to +6% Y/Y revenue growth & $2B portfolio protection. Stacy's also a Forbes writer, speaker, CX advisor, and blogger. Learn more about Stacy, read articles and listen to her podcasts at DoingCXRight.com

Desirree Madison-Biggs

Head of US/CX Advisor, Teresa Monroe

Desirree has 25+ years of experience in building and managing voice of customer and customer experience programs from Fortune 500 companies to startups, including Symantec and Airbnb. A people-centric and a customer advocate leader since her days in sales serving customers, she is a collaborative hands-on leader able to build strong relationships at all levels, develop high performing teams, customer empathy methodologies, and customer satisfaction and loyalty measurement systems. She is certified as a CX and Net Promoter practitioner, certified professional coach, CX mentor, and frequent speaker. She is currently Emeritus Chair and one of the founding members of the CXPA and a current Director at the Customer Institute.

Ali Malik

Head of Customer Experience, Static-A

Ali Malik, CCXP is a Certified CX practitioner, consultant, trainer and VOC platform enabler. Representing Static-A, CX Research and Strategy firm, Ali is helping organizations in designing & implementing CX Measurements, Mystery Audits, Omni-channel Voice of Customers, NPS, CX Strategy, CX Training’s and enabling Customer Centric Cultures

Laura Tengerdi

Brand and Customer Experience Consultant

Laura Tengerdi is a Marketing and Customer Experience Professional in C-Suite. She is a Certified Customer Experience Professional (CCXP). She has over 20 years of experience in brand marketing, and is a big believer of the thought ’Customer First’, that mindset she mastered during the many years she spent as a senior leader in Unilever. Later in GE Capital and Budapest Bank she expanded her belief with putting employees in the forefront too.

Rod Mitchell

President, CX&B United, The Promotional Products Agency

Rod Mitchell is president of CX&B, a promotional merchandise agency dedicated to the human side of CX. Starting as a competitive swimmer and then a leader in business he has seen how teams can improve performance with consistent recognition and feedback. He is dedicated to helping leaders improve CX by ensuring an engaged and aligned workforce.

Andrea Krohnberg, CCXP

Global Director, Customer Insights & Experience, Kelly

Andrea Krohnberg, CCXP thrives on transforming insights into actions, teams into ambassadors, and customers into advocates. Prior to joining Kelly to build its CX discipline, she established a CX culture at a leading nonprofit, was a CX consultant to Fortune 500’s, and a senior manager at a global hospitality company.

Sandra Greene, CCXP

President & Chief Strategist, Sandra Greene (SG) Consulting

As an industry-leading Customer Experience and Loyalty Consultant, Sandra loves helping her clients leverage their data and human-centred strategies to improve both customers' lives and companies' results. She sits on the Boards of CXPA Toronto and Lung Health Foundation.

Jim Buscaglio

Sr. Manager - Digital Services Delivery | Customer Success, GE Digital

Jim delivers results on small to large-scale customer experience (CX) transformation projects through his deep experience in program management, organization design and transformation, business process improvement, and change management. Over the past 16 years, he has designed and executed projects to deliver CX improvements for multinational firms, government agencies, and small businesses to achieve new sources of revenue, reduce operating costs, and increase customer retention.

John Boerstler

Chief Experience Officer, U.S. Department of Veterans Affairs

John W. Boerstler was sworn-in on February 16, 2021, as the Chief Experience Officer at the United States Department of Veterans Affairs (VA). Prior to his current position, he served as the Chief Executive Officer of Combined Arms. As Chief Experience Officer, John will provide executive oversight of the many innovative projects and programs housed within the Veterans Experience Office (VEO) and work collaboratively within VA’s leadership to help achieve greater access and outcomes for Veterans, their families, caregivers and survivors.

Cory Davison

CEO & Co-Founder, 4Xperience Ltd

With more than two decades of corporate and consulting experience, Cory has been a CX change maker for companies like Toyota and SMART Technologies and is an advisor for fast growing companies such as Shopify Plus, TAB Bank and Benevity. She's also the weekly host of Coffee with Cory!

Greg Kihlstrom

President & Chief Experience Officer, Cravety

Greg is President & Chief Experience Officer at Cravety, host of The Agile World podcast, and author of several books including The Agile Consumer, which discusses the evolving brand-consumer relationship and the future of customer experience.

Edward Hobart

Lead Practitioner, Advisor & Consultant, CX Solutions Consulting

Edward, a Certified Customer Experience Professional, has spent the last several years as a CX practitioner, standing-up programs at three global companies in the technology, pharmaceutical and medical device spaces. He’s recently transitioned to a role as a practitioner-consultant and advisor for CX Solutions Consulting.

Frank Amato

Director Customer Engagement and Solutions, DXC Technology

Frank has extensive global leadership experience in Enterprise Technology, Software, Services and IT management infrastructure solutions. For the past 5 years, Frank worked for HP has the Director Business Engagement for Global Practices and Sales supporting IT Advisory / Client Management, for HPE and DXC Technology has the Director Enterprise Services Customer Engagement and Solution and leads DXC’s Sell & Build systems tools globally for business development.

Sam Thrash

Head of Customer Experience, Ethos Technologies

Sam is passionate about building, scaling, and leading CX teams. He has been lucky to have the opportunity to do this at multiple growth stage companies including Carta, RigUp, and Ethos Technologies most recently. Sam believes CX should be a growth engine for every business.

Camille Nicita

President & CEO, Gongos, Inc.

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.

Bob Azman

Founder & CXO, Innovative CX Solutions

Bob Azman is the founder of Innovative CX Solutions, LLC, a Customer Experience Consulting firm. He serves as Chairman of the Board of the CXPA. He teaches at both the University of Minnesota Carlson School of Management and Rutgers University.

Anita Siassios

Managing Director, ManagingCX

Anita has worked in the Finance & Technology Industries for over 33 years and has spearheaded Customer Experience in Australia by empowering CX leaders and organisations through CX consulting and training. Anita is dedicated to the CX community and is the founder of the award winning (CXPA) Customer Experience Professionals Association Melbourne Network. She is a Certified Customer Experience Professional (CCXP), first Australian certified Forrester CX-Pro, Chair of the 2019 Chief Customer Officer conference Sydney and winner of the 2018 Customer Experience Professionals Association Extra Mile award.

Carl Riley

Founder, Riley Group Inc

Carl Riley is the founder of the Riley Group Inc (RGI), an award winning customer experience agency focused on driving human and business impact through design. He is interested in human-centered design, co-creation, projective research techniques, sociocultural anthropology and trends, semiotics, Gestalt theory, placemaking, community building, service design and intersectional spaces. Some great relationships he has enjoyed include Target, Starwood Retail Properties, Convene, Green Growth Brands, Schraft’s Specialty Fertility Pharmacy, O’Hare Airport, the Boot Barn and Zondervan Publishing. He is a midwesterner living in the New York City.

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.

Dan Baxter

Chief Customer Officer, Equilibria

Dan Baxter is the Chief Customer Officer at Equilibria, unifying all internal and external initiatives, services, and strategies to deliver sustainable value creation for customers and business partners alike. Equilibria pioneered the mapping of personality diversity to enhance organizational performance and insulate against human error. Dan’s expertise in leadership, teaming and organizational turnarounds comes from his decades of experience as a military officer, decorated fighter-pilot and business executive working in various high-risk, high consequence environments around the world.

Howard Lax

Principal Consultant, Global CX Consulting, Confirmit

A CX industry leader with hands-on client-side and consulting experience, Howard focuses on applied solutions to CX challenges. Howard is all about results, partnering with clients to understand how the customer and employee experience drive customer behaviors and business results and how to measure and prioritize actions to improve the experience.

Sanjeev Shelar

Manager, Facebook

Sanjeev Shelar is a visionary, highly experienced Senior Digital Leader and innovator with 20 years' achievement delivering complex multi-million EUR customer experience and e-commerce projects to achieve operational and customer excellence. He is passionate about architecting scalable strategies that improve customer experience, engagement and ultimately drive revenues. He believes customer-centricity is a shift in mindset and a sustainable way of doing business!

Ahmed Arshad

Director of User Experience, Blue Yonder

Ahmed leads teams to create products users love. In the last 13+ years, he took new product ideas to market with positive inflection points. Many of the successful projects have created measurable increases in engagement and revenue for startups and enterprises.

Janelle Mansfield

Founder, Amplified Customer Experience

Janelle is an experienced and management consultant in the disciplines of customer experience, marketing, communications, change management and strategy. She is an early-adopter of technologies that foster better collaboration and engagement with customers, employees and stakeholders.

Dan Gingiss

Chief Experience Officer, The Experience Maker, LLC

Dan Gingiss is an international keynote speaker and coach who believes that a remarkable customer experience is your best sales and marketing strategy. His 20-year professional career included leadership positions at McDonald’s, Discover and Humana. Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, a host of the Experience This! Show podcast and a regular contributor to Forbes. Learn more about him at www.dangingiss.com

Mischa Pintchiouk

Founder & Chief Customer Officer, Echoes-AI

Mischa Pintchiouk is the founder and Chief Customer Officer of Echoes-AI, the most intuitive and powerful Voice of the Customer Intelligence Platform. His team works with leading organizations to drive retention, innovation and growth.

Greg Wempe

Chief Client Officer, Kasasa

Greg Wempe is Chief Client Officer at Kasasa, advising client financial institutions in selecting the most profitable product set, platform, and strategy. Greg joined Kasasa in 2006, bringing a devotion to customer experience backed by a data driven approach to consulting.

Alison Circle

Chief Customer Experience Officer, Columbus Metropolitan Library

Alison Circle, Chief Customer Experience Officer, leads the library’s experience strategy. She is an in-demand speaker and has received a Global Impact Award from the Customer Experience Professional Association. She is a CCXP and serves on the international board of the CXPA.

Jorge Castellote

Co Founder, Innoway

Jorge is co-founding partner of Innoway. Before that he spent more than seven years in Palladium, a boutique consulting firm specialized in Strategy Execution. A dynamic and independent business management consultant with more than 16 years of international experience. Proven track record of delivering world-class strategy and innovation related solutions in several assignments in Europe, Africa and the Middle East.

Olivier Mourrieras

Founder, CX-Impact

Olivier Mourrieras is a results driven executive. He has shaped and delivered market leading customer experience transformations at Orange and E.ON addressing B2B and B2C internationally. Olivier leads CX-impact, a CX consultancy that supports companies in their change plans to drive impact and results from customer experience improvement.

Stefan Kolle

Partner & Founder, Future Lab

Stefan is Co-founder and CEO of the CX Strategy and VOC boutique Futurelab since 17 years. With his team he drives customer strategy development, CX and CC implementation programmes, all built around solid VOC basics. He has worked with companies like Toyota, Vodafone, Lexus, Shell and Deutsche Bank.

Tom DeWitt

Founder & Director, CXM@MSU

Tom is the founder and Director of CXM@MSU (Michigan State University), an entity created to advance the field of customer experience management. With over 30 years as a CX practitioner and consultant, Tom has worked tirelessly in helping to create customer-centric organizations.

Alexander de Groot

VP Marketing Procurement, Signify

Alexander has 24 years-experience across Telecom & Lighting Industry with various positions in Procurement, Presales, Product mgt & FinanceDeveloping global partnerships based the impact for our customers and revenue potential besides total cost of ownership

Steve Towers

CEO, BP Group

Steve Towers has been named one of the 15 most influential Global Customer Service Experts in 2019. An experienced business transformation leader with over 40 years of success in both the private and public sectors in a variety of key 'C' leadership and top-level consulting positions.

Enrique Saenz

CEO, PercepcionesCX

Mr. Enrique Saenz, has 25+ years of commercial experience and 10+ years practicing customer experience consulting for clients in Latin America. He is founder and CEO of PercepcionesCX a CX consulting firm and currently the leader of the CXPA Latin America Network.

Rich Dorfman

VP of Customer Experience, Eastern Bank

Rich is a results-driven, skilled, passionate customer experience change agent with a proven track record of innovating and operationalizing industry-leading CX initiatives. He leverages his extensive experience in VoC program design and execution within the banking wealth management and insurance sectors within the financial services industry.

Lisa France

Customer Experience Architect, 3M

As the global customer experience architect, Lisa connects the dots between people, process, technology, and data by utilizing an ecosystem approach to ensure customer-centricity and business success.

Gans Subramanian

Founder & Managing Director, B-TRNSFRMD

Gans Subramanian has been an advisor to CXOs and CIOs at Fortune 500 companies for the past 20 years, helping them set up shared services, contact centers and Digital initiatives. He has been at the forefront of enterprise digital adoption including Low-code, Cloud and AI applications. He is a frequent speaker at industry events including Google Next. He currently leads a boutique consulting firm focused on Digital CX Transformation and Service Digitization for enterprises.

Michael Hinshaw

President, McorpCX

President of customer experience strategy and consulting firm McorpCX, Michael Hinshaw is recognized by industry and analysts as a digital and customer experience leader. A CX speaker and best-selling author, he advises executive leadership at Fortune 500 and fast-growth firms.

Benson Mukandiwa

Customer Service & CX Expert, Service Quality Institute

Benson Mukandiwa (CMgr FCMI-FIML) is a multiple Award Winning Chartered Fellow & Manager. An erudite scholar and global citizen acknowledged by a coterie of affiliates and professionals as Customer Service - CX Consultant, Business Analyst, Author-preneur, International Speaker, and Researcher in Customer Management. An astute think tank with fifteen years plus management expertise majoring in Brand Experience; Customer Experience; Employee Experience and Product Experience. He focuses on helping organizations improve their culture, strategy, marketing, interaction design, and customer-centric leadership practices.

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