Ultimate CX Conference 2021 | The Conference Board (TCB) | 2 December 2021 | Virtual

The pandemic required consumers to embrace a digital-first reality and brands have been required to digitize their operation while delivering exceptional digital experiences. With new customer expectations and concerns in this unpredictable landscape the need to integrate technology and talent to strengthen their brand and earn trust is more important than ever.

Our premier program is geared towards leaders who want to leverage technology and digital platforms to transform their customer experience and actively implement change to boost customer loyalty and retention. Speakers will discuss the wins, the misses, and the new normal – helping you discover the tools, strategies and technologies that work for your customers.

Topics of discussion will include:
• Understanding changes in consumer behavior and expectations
• Choosing new marketing and CX technologies
• Customer needs, tech obstacles, emotions & thought process throughout every interaction and touch point
• Delivering a personalized digital experience that also gives their customer control with that data used to drive it
• Best practices in creating a digital presence with tech-savvy talent
• Exploring ways to adapt the employee experience in the future of work and understanding how it will align with superb customer experience

2021 Speakers

Afshin Ahangar
Vice President (Assoc), Strategic Custom Insights and Advanced Analytics, AT&T

David Blair
Director of Customer Experience, Rockwell Automation

Matthew Coleman
Marketing Director - Property & Casualty, State Farm Insurance Companies

Denise Dahlhoff, Ph.D.
Senior Researcher, Consumer Research, The Conference Board

John Finch
Vice President, Enterprise Product Marketing, Solutions, & Customer Marketing, Zendesk

Ayana Green
Vice President, Small Medium Business Strategy & Revenue Channels, UPS

Jasmine Green
Vice President, Enterprise Customer Solutions and Enablement, Nationwide Insurance

Christine Hill
Customer Experience Strategy and Execution Leader, Eli Lilly

Paul Ignasinski
Senior Vice President, CX Solutions & Value Engineering, TTEC

Julie Kim
Solutions Consultant, Zendesk

Philip Leininger
Senior Vice President, Head of Customer Experience, Verizon

Rory MacLeod
Sr. Manager, Insights, Corporate Strategy & Innovation, Bose

Sameer Patel
Chief Marketing and Solutions Officer, SAP Customer Experience

Nanhi Singh
Chief Customer Officer, IMPERVA

Joan Smith
Global Digital Lead, Protiviti

Ashley Stelmak
Director, Protiviti

Bryan Throckmorton
Managing Director, Protiviti

Janey Whiteside
Executive Vice President, and Chief Customer Officer, Walmart

MODERATORS:

Linda Lane Gonzalez
Program Director, Multicultural Marketing Council, The Conference Board

Tom Grothues
Program Director, Customer Experience Council, The Conference Board

Ivan Pollard
Center Leader, Marketing and Communications, The Conference Board