The 14th Annual Customer Experience Conference 2018 | The Conference Board (TCB) | 23 October 2018 | Westin New York at Times Square, 270 W 43rd St, New York, NY 10036, USA

Effortless. Efficient. Inspiring. Customized. Community-building. Fun. Every day the customer, whether a consumer or a business, expects more in their experience with your organization, and expects it in every mode in which they interact: online, mobile, voice, IoT, VR, and in the “real world.”

To meet and exceed those expectations – to delight the customer over and over again – calls for:
• constant innovation in data and feedback gathering, analytics, and use;
• engaged and empowered employees who understand each step of the customer journey;
• digital agility ready for today’s and tomorrow’s market disruptors;
• social media communicators who create community;
• design thinkers ready to co-create with the consumer;
• and organization structure, strategy, and accountability that put the customer at the heart of everything your organization does.

Alix Barasch, Ph.D.
Assistant Professor of Marketing, NYU Stern School of Business

Katherine Bell
Editor in Chief, Barron's

Jami Blake
Director, Voice of Customer, Tiffany & Co.

Sarah Boyd
Head of Strategy and Transformation, Ideal Health Consulting

Douglas Brand
Senior Director, Customer Experience, American Water Works Company

Katie Catlender
Head of Consumer Experience Strategy & Operations, Blue Cross Blue Shield of Massachusetts

Jaime Chambron
Former Vice President, Customer Engagement, NTT DATA, Inc.

Christopher Chapman
Principal Quantitative Experience Resear, Google

Ruth Crowley
Vice President Customer Experience Design, Lowe's

Dennis Goodman
Manager of Customer Experience Insights, Salt River Project

Thomas Grothues
Senior Vice President - Banking and Insurance Solutions, USAA

Steven Gutentag
Co-Founder and Chief Executive Officer, Keeps

Christine Hill
Customer Experience Strategy and Measurement Leader, Eli Lilly and Company

Almar Latour
Publisher, Dow Jones Media Group

Laura Lisowski Cox
CMO, Co-Founder, Oars and Alps

Bill Magee
Vice President, Customer Experience, Shaw Industries Inc.

William Magee
Vice President, Customer Experience, Shaw Industries Group, Inc.

Kathy McGettrick
Vice President, Market Insights and Client Advocacy Officer, IBM Corporation

Raakhee Mirchandani
Editor, Moneyish

Richard Mumby
Chief Marketing Officer, Makespace

Aarthi Murali
Head of Client Experience, Commercial Banking,

David Newson
Director, Experiences + Growth, B|O|S

John Padgett
Chief Experience and Innovation Officer, Carnival Corporation

Stephan Paschalides
Founder of Cultural Insights, Now Plus One

Evan Reiss
Vice President, Client Advocacy, IBM Corporation

Clayton Ruebensaal
SVP, Global Brand Management & Design, American Express

MaryLee Sachs
Program Director, Council for CMOs, The Conference Board

Mia Saini Duchnowski
CEO, Co-Founder, Oars and Alps

Daniel Sasu
Director, Customer Experience, Ingredion Incorporated

Dan Shar
General Manager, MarketWatch

Marc Silver
Executive Director, User Experience & Digital Strategy, Educational Testing Service

Brooks Tingle
President and Chief Executive Officer, John Hancock Insurance

David Toothaker
Senior Vice President, Global Retail Partnerships, Nielsen

2018 Sponsor

• Inmoment