#CXSummit
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Welcome to the Customer Experience Summit

Creating Loyalty Through an Effortless Experience™

SUMMIT KEYNOTES

How to Manage Customer Experience 
in Challenging Times
Brad Birnbaum, CEO, Co-Founder & Chairman, Kustomer
Matt Dixon, Chief Product and Research Officer, Tethr
Lauren Pragoff, VP, Challenger Effortless Experience
The Effortless Experience: Conquering the 
New Battleground for Customer Loyalty
Matt Dixon, Chief Product and Research Officer, Tethr

TRANSFORMING CX

countdown
00 Years 00 Months 00 Weeks 00 Days 00 Hours 00 Minutes 00 Seconds
Transforming the Customer Experience...
From the Inside Out
Annette Franz 
Founder & CEO, CX Journey Inc.
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Ben McCormack, 
FullStory

The Human Experience Of Your Digital Customers
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Scott Rothman, 
Challenger

The Most Important Lever Contact Centers Aren’t Pulling
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Mary Drumond, 
Worthix

The Violence on the Customer Experience Journey
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Steve Richard, 
ExecVision

Climb Out of the Canyon: 
How to Escape the 
Insights-to-Performance Gap
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
James Dodkins


Rules For Rockstars 
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Dionne Mischler, 
Inside Sales by Design

How Conversations Can Turn Your Cost Center into a Profit Center
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Al Hopper, 
Nagurra

The Power of Tiered Customer Service

TRANSFORMING CX

11:00 AM ET | 8:00 AM PT

countdown
00 Years 00 Months 00 Weeks 00 Days 00 Hours 00 Minutes 00 Seconds
Transforming the Customer Experience...
From the Inside Out
Annette Franz 
Founder & CEO, CX Journey Inc.
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Ben McCormack, 
FullStory

The Human Experience Of Your Digital Customers
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Scott Rothman, 
Challenger

The Most Important Lever Contact Centers Aren’t Pulling
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Mary Drumond, 
Worthix

The Violence on the Customer Experience Journey
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Steve Richard, 
ExecVision

Climb Out of the Canyon: 
How to Escape the 
Insights-to-Performance Gap
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
James Dodkins


Rules For Rockstars 
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Dionne Mischler, 
Inside Sales by Design

How Conversations Can Turn Your Cost Center into a Profit Center
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Al Hopper, 
Nagurra

The Power of Tiered Customer Service

UNLOCKING CX

countdown
00 Years 00 Months 00 Weeks 00 Days 00 Hours 00 Minutes 00 Seconds
The Human Experience Cycle: Unlocking the Power of CX
Bruce Temkin
Head of Qualtrics XM Institute, Qualtrics
Amy Smith, Challenger | Marian Favors, KARL STORZ Endoscopy-America | Lea Harpster, Thomson Reuters | Brian Fenerty, Indeed

Becoming a Low-Effort Service Organization: Lessons Learned from Implementing Effortless Experience™

Ryan Wang, Assembled | Nick Lane, Consultant

Forecast, Schedule, and Manage in a Highly Variable Environment

Michael Miller, Convey | Vikas Bhambri, Kustomer

How to Manage Customer Delivery Expectations During COVID19

UNLOCKING CX

12:00 PM EST | 9:00 AM PST

countdown
00 Years 00 Months 00 Weeks 00 Days 00 Hours 00 Minutes 00 Seconds
The Human Experience Cycle: Unlocking the Power of CX
Bruce Temkin
Head of Qualtrics XM Institute, Qualtrics
Amy Smith, Challenger | Marian Favors, KARL STORZ Endoscopy-America | Lea Harpster, Thomson Reuters | Brian Fenerty, Indeed

Becoming a Low-Effort Service Organization: Lessons Learned from Implementing Effortless Experience™

Ryan Wang, Assembled | Nick Lane, Consultant

Forecast, Schedule, and Manage in a Highly Variable Environment

Michael Miller, Convey | Vikas Bhambri, Kustomer

How to Manage Customer Delivery Expectations During COVID19

EVOLVING CX

1:00 PM EST | 10:00 AM PST

countdown
00 Years 00 Months 00 Weeks 00 Days 00 Hours 00 Minutes 00 Seconds
The End of Survey-Based CX Measurement
Matt Dixon
Chief Product & Research Officer, Tethr

Ted McKenna
SVP Product, Tethr
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Nate Brown, 
Officium Labs

The Evolution of CX: 
What Every Company
Must Do to Win in the New Normal Economy
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Fred Stacey, 
Cloud Call Center Search

The Next Frontier of 
CX and What it Means to Contact Centers

Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Vipula Gandhi, 
Gallup

Managing Customer and Employee Engagement to Drive Loyalty
Bianca Patterson Speaker, Integrative Nutrition Health Coach, Seasonal Wellness Expert theproskitchen.com
Daniel Rodriguez, 
Simplr

How to Scale Without Sacrificing Support
Amir Reiter, Cloud Task | Tom Jenkins, Cloud Task

When and Why You Should Consider Outsourcing 
Your Customer Service Team

EVOLVING CX

1:00 PM EST | 10:00 AM PST

countdown
00 Years 00 Months 00 Weeks 00 Days 00 Hours 00 Minutes 00 Seconds
The End of Survey-Based CX Measurement
Matt Dixon
Chief Product & Research Officer, Tethr

Ted McKenna
SVP Product, Tethr