CX leaders - want to double your employee performance, reduce support costs and improve your customer happiness?
Come build your own AI agent with Maven AGI. This invite-only breakfast workshop, 'Rise and Create: Design Your Own AI Agent,' is curated for CX leaders eager to explore how AI can better serve their customers.
Led by MIT alum and founder of Maven AGI, Sami Shalabi—credited with building Google's personalization technology—this hands-on session will guide you through building and fine-tuning your own AI agent.
You will walk away with a clear understanding of how to design, train, and deploy your own brand agent without needing to code, all in a supportive and intimate environment. Bring your laptop, your sense of humour, and your curiosity. This is a unique opportunity to gain practical insights through direct interaction and personalized guidance from one of enterprise AI's foremost innovators.
Host: Sami Shalabi, Chief Technology Officer, Maven AGI
· Breaking down silos between CX, UX, and EX in today’s digital-first world
· Driving CX culture change and growth through democratized insights and employee engagement
· How listening to users and employees can help drive innovation as well as improvement
Dilip Bhatia VP, Chief Experience Officer, Lenovo
· Take away step by step implementation from success stories of market-leaders who have effectively upskilled their service agents into CRM and sales roles
· Discover where human expertise remains irreplaceable and equip service agents to adapt to high level communication roles
· Map the future of your service organization, where agents can adapt and deliver value to overarching organizational objectives
Orlando Gadea, Global VP Customer Experience, Stanley Black and Decker
Andrew Schulkind, VP of Customer Experience, Domino Amjet
Nancy Fratzke, Vice President, Customer Support, UScellular
Matthew Krech, Vice President, Solutions Management - CX Sales and Service, SAP
Joe Meersman, Managing Partner, Gyroscope AI
· Discover how AI agents are helping service teams unlock unprecedented levels of self-service automation 24/7 across every channel while ensuring seamless collaboration with humans
· Get a behind-the-scenes look at how Agentforce Service Agent works to elevate the customer experience
· Hear how leading enterprises are building, deploying, and realizing ROI with AI agents
Oana Lungu Polanco, Senior Director, Product Management, Salesforce
Tonia Rosaci, Lead Specialist SE, Salesforce
· Establish specific, quantifiable metrics such as processing speed, error rates, and cost savings to assess the efficiency of new AI integrations
· Develop a structured, step-by-step rollout strategy that includes pilot phases, gradual scaling, and continuous monitoring for smooth integration and adaptability
· Identify key areas where employees require upskilling and provide comprehensive training programs to ensure effective use and management of new tech
Brian Tilzer, Chief Data Analytics and Technology Officer, Best-Buy
Sean Albertson, CEO, CX4Rocks
· Empowering Agents with AI: How AI tools enhance service capabilities, making agents industry leaders.
· Career Development: Strategies that elevate agent skills and enhance customer experiences.
· Setting New Standards: How AI redefines efficiency and human interaction, pushing industry boundaries.
Chris Reese, VP Customer Success, Cresta
Nicole Myers, VP Customer Experience, Holiday Inn Club Vacations
· Leverage collective data and insights to ensure a proactive, personalized customer journey by fostering collaboration across departments
· Ensure consistency and effectiveness throughout all service interactions by adopting a unified approach to customer service, leading to increased customer satisfaction and loyalty
· Harness collective data and insights to inform customer-centric decision making, resulting in a seamless and personalized customer experience
Leah Apraku, Senior Director MEDIFAST Marketing, Optavia
Amanda Tobias, VP, Ipsos Creative Excellence
Danielle Ogieguata, Director, Cross-Channel Customer Experiences, T-Mobile
Henrik Christensen, Senior Director – Customer and Market Intelligence Albertsons
Stephanie Bannos-Ryback, EVP, Experience Service Lines (CX, UX, EX), Ipsos
· Explore Innovative AI Use Cases: Discover how to enhance self-service resolution with autonomous AI agents and elevate the service representative experience with AI assist capabilities.
· Gain Actionable Insights: Collaborate with peers on how to ready your enterprise to capture the AI opportunity
· Network with Industry Experts: Connect with thought leaders to discuss how to transition from pilot programs to production, showcasing the business value of your AI initiatives.
Oana Lungu Polanco, Senior Director, Product Management, Salesforce
Bhavin Shah, AVP, Sales, Salesforce
· Develop and retain service agents by equipping them with critical skills, tools, and strategies to adapt to evolving service roles in an AI-driven environment.
· Find the right balance between automation, outsourcing, and in-house agents to deliver bespoke and personalized experiences that meet customer needs.
· Discuss strategies for reconfiguring the role of agents to maximize their value in an AI world, including upskilling, reskilling, and redeployment opportunities.
Hazel Mitchell, Senior Director Global Service Delivery, eBay
Jeff Sheehan, Managing Director Customer Experience, CX JS Consulting
Outsourcing can be more than just a third-party answering your company’s phone calls. Outsourcing your central operations, not just your “call center”, can help drive internal company processes and operational simplicity all geared with the customer experience in mind . . . as well as an increase in your ROI.
Dan Scaman, Chief Operating Officer, OpenTech Alliance
Robert Hopkins, Chief Sales Officer, World Connection
Aligning CX strategies with business objectives: securing executive buy-in and driving business success
· Explore strategies to connect customer experience initiatives with broader business objectives, demonstrating the value of CX in driving revenue growth, improving customer loyalty, and enhancing brand reputation
· Discuss best practices for sharpening change management skills to effectively communicate the importance of customer-centricity to executive stakeholders, ensuring a seat at the decision-making table and keeping customer service at the forefront of business planning
· Identify key tactics for securing executive support and buy-in for CX initiatives, including developing a clear business case, building relationships with key stakeholders, and measuring and communicating the ROI of CX efforts
Sean O’Neal, VP Retail Operations, The UPS Store
Sharon Scanlon, SVP, CX, Marketing, and Transformation, Lincoln Financial
Virginie Nowak, Chief Customer Experience, Access Bank
James Cuthbertson, CRO, Relative Insight
Joe Meersman, Managing Partner, Gyroscope AI
· Leverage social listening tools to identify common pain points and address concerns through proactive communication
· Utilize customer data to drive product innovation, improve service offerings, and optimize customer interactions
· Funnel feedback across relevant departments such as sales, marketing, and product teams to influence future decision-making
Todd Unger, Chief Experience Officer, American Medical Association
Securing the C-suite: Harnessing the customer’s brand perception, on their terms, to win over senior leadership
· Build a CX program that has the ear of the C-suite every day
· Craft compelling cases for product improvements, using AI to rapidly analyse customer service conversational keywords, sentiment, and customer behaviour
· Aggregate actionable insights, through catharsis modelling, enabling conversational personalization with customers, producing meaningful outcomes and improved brand loyalty
· Drive consistent CSAT and NPS ratings that are considerably higher than industry standards
Doug Kramon, Head of Fan Support and CS, ESPN
· Take away strategies for incorporating AI and new technologies into your existing tech stack while minimizing disruption and enhancing your ecosystem
· Define precise metrics to evaluate the efficiency and ROI of AI implementations, ensuring adopted solutions are scalable, versatile, and tailored to your business's unique needs
· Explore best practices for maintaining agility and adaptability as technologies evolve, enabling your organization to stay ahead of the curve
Bernardo Tavares, Chief Technology & Data Officer, Kenvue
Jennifer Smith Brittain, director of Digital Experience, Aflac
Andrew Clark, Head of Design – Client Experience, H&R Block
Aurélien Caye, Principal Technologist – Service, Sprinklr
Kate Wade, Managing Director, Wade Strategy
In 2024, to celebrate the achievements of those setting the standard for marketing, service and experience worldwide, we are excited to introduce the Customer 2024 Awards.
Each award is designed to spotlight the strategic brilliance, creative excellence, and customer-centric approaches that define today’s most successful brands. From the mastery of omnichannel marketing to the art of building customer trust and loyalty, these awards will honor the visionaries who are redefining brand engagement in a connected world.
Organizations are grappling with fragmented data silos and disparate operational structures, hindering their ability to leverage AI effectively. Breaking down these silos is crucial for delivering personalized, relevant content and experiences to customers. In a rapidly evolving landscape where competitors are leveraging AI for personalization, de-siloing data and operations becomes imperative to remain competitive.
Data integration and management
· Strategies for consolidating data from diverse sources
· Tools and platforms that support effective data management
· Ensuring data quality and consistency
Moderator: Diane Montes Harris, Customer Experience Manager, QSC
AI readiness and infrastructure
· Overcoming departmental silos to enhance cross-functional collaboration
· Promoting a culture of openness and transparency
· Implementing agile methodologies for operational efficiency
Moderator: Asma Aziz, Director, Marketing, America’s Territories, Intel Corporation
Competitive benchmarking and future trends
· Analyzing competitor strategies in AI adoption
· Identifying emerging AI trends and technologies
· Preparing for future challenges and opportunities
Moderator: Kate Wade, Managing Director, Wade Strategy
Delivering seamless and consistent experiences across all touchpoints is essential for building trust and loyalty among customers. However, siloed operations often lead to disjointed customer journeys, undermining trust and loyalty. With customer expectations on the rise, organizations must prioritize delivering seamless brand experiences to maintain customer trust and loyalty.
Breaking down operational silos
· Techniques for dismantling silos within the organization
· Enhancing communication and collaboration across departments
· Tools that facilitate integrated operations
Moderator: Shelley Diamond, Chief Marketing Officer, UNICEF USA
Personalization and customer experience
· Utilizing AI for customer segmentation and targeting
· Strategies for enhancing customer engagement and loyalty
· Measuring the impact of AI-driven personalization
Moderator: Cheryl Overton, Founder and CXO, Cheryl Overton Communications
Building and maintaining customer trust
· Transparency and honesty in customer communications
· Protecting customer data and ensuring privacy
· Responding to customer feedback and concerns
Moderator: Elena Nescio, Clinical Associate Professor of Marketing, University of Rochester
Together, you need to discuss how you would:
· Evaluate your highest performing channel in terms of engagement, conversion rates, and return on investment (ROI)
· Develop email templates and a content hub to streamline efficiency and create a consistent brand ‘feel’
· Discuss which automation tools could make a good future investment to enhance data collection and execute these campaigns
In this hackathon, you will break up into groups and find solutions to a set problem. Choose which scenario suits you best and come up with an approach.
Session 1: Integrating customer feedback for product improvement
You work at a Consumer Package Goods company that provides multiple products across several different verticals.
Together, you need to discuss how you would:
· Create a centralized feedback repository accessible to all teams
· Aggregate data from all customer touchpoints, enabling a comprehensive view of customer sentiments
· Establish regular cross-functional meetings to review feedback and prioritize product improvements
Session 2: Developing personalized marketing campaigns for customer satisfaction
You work at a Consumer Package Goods company that provides multiple products across several different verticals.
Together, you need to discuss how you would:
· Evaluate your highest performing channel in terms of engagement, conversion rates, and return on investment (ROI)
· Develop email templates and a content hub to streamline efficiency and create a consistent brand ‘feel’
· Discuss which automation tools could make a good future investment to enhance data collection and execute these campaigns
Joe Meersman, Managing Partner, Gyroscope AI
Sofia Gerrard, Event Director, Reuters Events
Session 3: Enhancing the omnichannel experience
Your customers are experiencing inconsistent service quality across different channels (online, in-store, and over the phone), leading to dissatisfaction and churn.
Together, you need to discuss how you would:
· Collaborate to create a seamless omnichannel experience by standardizing processes and communication across all customer touchpoints
· Review customer interaction logs, feedback, and complaints from online, in-store, and over-the-phone channels
· Create standardized training materials and protocols that emphasize the importance of a uniform service approach
· Identify and deploy automation tools to minimize manual workarounds, streamlining processes and reducing human error
· Continuously gather feedback from customers and employees to monitor service impact and make necessary adjustments to enhance satisfaction
· Regularly review and adjust long-term goals to ensure they contribute to the organization’s overall definition of success while being cost-effective
Aarthi Murali, EVP Customer Excellence, Holman
Generative AI is reshaping product, service and experience design: 57% of marketing, experience and creative leaders recently surveyed by IBM believe it’s the most disruptive force impacting how they will design experiences going forward. And its impact isn’t just increased productivity — it’s a catalyst for redefining processes and helping our people be more creative, strategic and impactful.
· Discuss how GenAI is fundamentally transforming experience design, and as we shift from experimentation to implementation at scale.
· Explore how best to harness GenAI to drive better business outcomes and enable our marketing, sales and service teams.
· Accelerate time-to-value with pre-built AI agents powered with enterprise business logic and domain-driven design
Kristen Conner, Senior Partner, Customer Transformation BPO Practice Lead, IBM Consulting
· Explore, step-by-step, how to implement and train employees while continuing to deliver seamless service during the implementation phase
· Avoid similar missteps and make informed decisions during your AI integration journey from real word case studies
· Absorb insights on how to set realistic expectations regarding the integration of AI into customer service operation
Dan DeMeyere, Chief Product & Technology Officer, ThredUp
Bala Maddali, Head of Conversational AI and Gen AI CX, Verizon
Roger Rohatgi, Global Design Executive, Design for Good
Milind Pansare, VP Product Marketing, Observe.ai
Jasmine Kees, Sector Head, Reuters Events
Develop next generation service agents: from CX to EX, create and retain a highly skilled, motivated workforce
· Reduce turnover and foster a positive work environment, boosting agent morale and encouraging constructive employee feedback.
· Meet the needs of diverse customer and employee experiences across unique demographics, encourage employee input in the process.
· Create effective & innovative training initiatives resulting in a highly skilled and motivated service workforce.
Speaker: Shuvankar Roy, EVP Chief Customer Officer, Optimum
Ethan McCarty, CEO, Integral
· Explore beyond traditional app and website perspectives, understanding technology as a solution to customers' problems in the grocery sector
· Learn strategies to remove the chore-like nature of grocery shopping, offering support and convenience to make it a seamless and enjoyable part of customers' routines
· Shift the focus from merely buying groceries to engaging consumers in a delightful and engaging conversation about what to eat, turning the mundane into a fun and interesting experience
Jill Pavlovich, SVP Digital Shopping Experiences, Albertsons
Jasmine Kees, Sector Head, Reuters Events
· Great customer experience is a team sport. Discover how to cast a vision and catalyze cross-functional teams to improve CX.
· Undercover the common drivers of employee complacency and inertia; learning how to overcome apathy in service delivery.
· Elevate the impact and value of customer experience work by identifying and focusing on better predictive indicators of CX success.
Tim Wittbrod - Director, Contact Center Specialist, 8 x 8
The cross-functional collab you’ve been waiting for: empowering personalization through data science
· Inform personalized and impactful customer experiences from rich data sources such as purchase history, social media activity, and customer support tickets.
· Utilize predictive analytics and machine learning models to derive actionable insights from complex data sets.
· Establish feedback loops on the performance and usability of analytical tools with IT to ensure iterative improvements.
Michael Liersch, Head of Advice and Planning, Wells Fargo
Nathan Zahm, Principal Head of CX Alpha, Vanguard
Karrie Sullivan, Founder, Culminate Strategy Group
· Uncover real-world issues stirring disagreements across departments, from differing priorities to competing success metrics
· Participate in active discussions with other leading businesses as to how they are making teams work together more effectively
· Pick up practical strategies to seamlessly team up with customer-facing colleagues to drive visible benefits for your customers and your business
David Klimek, Principal, US Customer Advisory, KPMG LLP
Table 1: Brand marketers: Sync brand-building with your go-to-market strategy
· Develop a cohesive brand narrative that aligns with your go-to-market strategy to ensure consistent messaging across all channels
· Use customer insights to tailor your brand's voice and tone, making it more relatable and impactful within your target market
· Use analytics tools to track the performance of your visual and content assets, monitoring engagement rates, click-through rates, and conversion rates to assess effectiveness
Moderator: Amanda Rosseter, Chief Communications and Brand Officer, PNC
Table 2: Data-driven marketers: Leverage diverse data to decode customer behavior
· Utilize transactional data for purchase insights by analyzing purchase history and transaction records to identify buying patterns, popular products, and seasonal trends
· Harness behavioral data for engagement by identifying key touchpoints and user journeys, noting where customers spend the most time and where drop-offs occur
· Incorporate feedback and sentiment data for customer perception by analyzing feedback from surveys, reviews, and social media comments to gauge customer satisfaction and sentiment
Table 3: Customer experience leaders: Moving from journey mapping to journey management
· Diagnose current customer and employee journeys by using data analytics and feedback mechanisms to gain insights into how both customers and employees interact with various processes and channels
· Provide comprehensive training programs to employees, ensuring they understand the new journey frameworks and their role in delivering exceptional CX.
· Integrate omnichannel strategies for consistent experiences: ensure all touchpoint whether online or offline are seamlessly integrated
