CX leaders - want to double your employee performance, reduce support costs and improve your customer happiness?
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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.
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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.
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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.
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Host: Sami Shalabi, Chief Technology Officer, Maven AGI
·   Create bespoke organizational structures that reflect your marketing strategy and business model
·   Implement digital and measurement initiatives in the face of imperfect enterprise data
·   Drive long-term resilience, transformation and growth through an omnichannel go-to-market strategy that unlocks marketing’s full potential
Lynn Teo, Chief Marketing Officer, Northwestern Mutual
Branden Cobb, Fractional Chief Marketing Officer, MarketingExec.us
·    Learn how to leverage Enterprise AI for transforming marketing strategies and overcoming complex AI challenges.
·    Discover key insights for implementing Generative AI solutions in marketing, based on real-world applications in major organizations worldwide.
·    Explore practical ways to use cutting-edge Generative AI for creating high-quality, mass-personalized campaigns across multiple channels, ensuring both customer resonance and brand alignment.
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Byron Jones, General Manager, C3 Generative Marketing, C3 AI
Ayesha Bhardwaj, Product Manager, C3 Generative Marketing, C3 AI
·      Bridge the interdepartmental gap between marketing, finance, and technology to enhance company synergy and facilitate a smoother workflow
·      Respond swiftly to shifting customer needs, and make informed, data-backed decisions by cultivating a harmonious change management culture
·    Implement collaborative tools and platforms to facilitate transparent goal setting, data sharing, and open communicationÂ
Jennifer Oleksiw, Group VP and Chief Customer Officer, Eli Lilly
Jennifer Garbach, Chief Marketing Officer, PNC Financial Services
Stephanie McCarty, Chief Marketing Officer, Taylor Morrison
Branden Cobb, Fractional Chief Marketing Officer, MarketingExec.us
Transforming data into strategic narratives: elevating marketing's role in data-driven decision making
·    Transform marketing results into compelling narratives for impactful C-suite conversations by effectively leveraging marketing data and analytics
·    Elevate marketing’s critical role in data-driven decisioning and strategic planning by addressing the challenges of quantifying marketing’s true impact on commercial success
·    Understand how marketing drives value and influence by leveraging the latest insights on how to measure its impact
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Maggie Merklin, Chief Client Officer, Analytic Partners
·      Establish clear ROI by enhancing your arsenal of tools to assess campaign performance and visualize data trends
·      Create compelling narratives and visuals to simplify complex data into impactful stories that demonstrate how marketing drives financial results
·      Leverage predictive modeling and advanced analytics to uncover hidden patterns by converting raw data into actionable insights
Robyn Parks, VP, Segment and Local Marketing, Verizon
Jasmine Kees, Sector Head, Marketing & CX, Reuters Events
·        Break down technology and organizational silos to accurately identify individuals across all interactions and derive meaningful insights from relevant data and context
·        Utilize Customer Identity to collect and protect omnichannel data, ensuring compliance across the organization's tech ecosystem
·        Activate and leverage customer data: Use the collected and protected data to drive actionable insights and improve customer experiences across all channels
Rama Mohtadi, Senior Solutions Engineer, Okta
·      Gain leadership and business-wide buy-in by developing a clear communication strategy that translates marketing metrics into the organizational definition of success
·      Develop a framework for supporting business growth to ensure marketing strategies are tightly aligned with primary growth drivers and overall business objectives
·      Empower your team to achieve exceptional results by agreeing on key priorities, while allowing room for innovation and continuous learning
Edward Romaine, SVP + Head of Marketing and Brand Development, TNT Sports
Tom Duncan, VP, Head of Marketing, Kroger
Kevin Jordan-Deen, SVP & General Manager, North America Home & Personal Care, Colgate-Palmolive
Lori Gabrielli, VP of Enterprise Marketing, Amplitude
Cheryl Overton, Founder and CXO, Cheryl Overton Communications
·    Explore how to tap into social media and create trends that resonate with consumers.
·    Learn how to create authentic viral moments by following culture versus trying to control it.
·    Discover how to create buzz and guest value through brand partnerships.
Joel Yashinsky, Chief Marketing Officer, Applebee’s
Sharon Harris, Founder and CEO, The Sharon Harris Collective
·    Streamline marketing operations across campaign planning, content production, content delivery and reporting 
·    Improve data management across teams and touchpoints to drive faster decisions 
·    Centralize control across data, approval workflows and quality checks to minimize errors and protect your brand
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Vincent Washington, VP, CXM Best Practices, SprinklrÂ
Laurel Mintz, General Partner, FabricVCÂ
·      Create relevant content that drives value and engagement for your customer beyond your product offerings
·      Enhance brand credibility and trustworthiness with user-generated content that highlights real-life experiences from brand enthusiasts
·      Actively respond to and adapt your strategy based on customer feedback to refine your messaging and better resonate with your audience
Paolo Mottola, Divisional Vice President, Brand Marketing, REI
Simona Shakin, VP, Product & Retention Marketing, Etsy
Allison Kolber, VP, Integrated Marketing, The Home Depot
Hikari Senju, Founder & Chief Executive Officer, Omneky
·   Explore how brands are implementing composable strategies, ranging from blended legacy and specialized stacks to fully composable solutions. Â
·   Assess how Big Data, artificial intelligence (including machine learning, Gen AI, and AI agents) can be integrated into your marketing stack to enhance consumer connections and drive organizational efficiencies. Â
·   Develop a phased approach to composable martech adoption, allowing your organization to gradually adopt and scale composable martech solutions based on your current capabilities and goals. Â
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Kelsey Nelson, VP, Product Marketing, Braze Â
·    Make informed campaign decisions that resonate with your audience's feelings and attitudes by leveraging sentiment analysis and brand monitoring
·    Gauge your brand’s position in the market with listening tools to track and capture mentions, conversations, and feedback across multiple channels accurately
·    Identify emerging customer trends or topics early to better inform content creation and marketing strategies
Shelley Diamond, Chief Marketing Officer, UNICEF USAÂ
JulieAnne Evanina, SVP, Brand and Creative, SiriusXMÂ
Vanessa Mbonu, VP, Marketing, NAACPÂ
Junmian Sun, Managing Director, Shorty Awards
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.
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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.Â
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Data integration and managementÂ
·      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
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AI readiness and infrastructureÂ
·      Overcoming departmental silos to enhance cross-functional collaboration
·      Promoting a culture of openness and transparency
·      Implementing agile methodologies for operational efficiency
Moderator: Robbie Clark, Founder, CXInnovation.ai
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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.
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Breaking down operational silosÂ
·    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
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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
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Building and maintaining customer trust Â
·    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:
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·      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
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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.Â
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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:
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·      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
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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.Â
Together, you need to discuss how you would:
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·      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
·        Innovate to stay competitive: How Total Wireless noticed stagnation in the prepaid market and responded with fresh, competitive offerings and a brand refresh.Â
·        Align target marketing with key events: Leveraging Copa America and using targeted Spanish-language ads & a grassroots campaign to effectively reach their target audience.Â
·        Listen to your customers: How market research helped guide their brand refresh and updated offerings.
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Arturo Picicci, VP of Value Brands, Verizon
David Kim, Chief Revenue Officer, Verizon Value, Verizon
Julie Thompson, Chief Marketing Officer, OAAA
·        Implement integrated marketing and service strategies to enhance customer experiences and build loyalty.
·        Unify data and connect touchpoints across the customer lifecycle for seamless, personalized interactions.
·        Explore actionable strategies to deliver top-tier engagement through cohesive marketing and service efforts.
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Natalie Mathes, Product Marketing Director, SalesforceÂ
·      Leverage predative analytics and social media monitoring to enhance customer experiences with real-time insights
·      Effectively allocate resources, optimize channel strategies, and enhance ROI by analyzing multi-channel attribution across each touchpoint
·      Utilize customer journey mapping to identify and resolve any friction points to deliver seamless and personalized experiences across all channels
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Ray Boyle, Chief Data, Analytics and Insights Officer, Hyatt
Colleen Saunders-Chukwu, AVP, Technology Data and Analytics. Nationwide Insurance
Laurel Mintz, General Partner, FabricVCÂ
·      Explore the game-changing impact of artificial intelligence in deciphering consumer behavior and preferences in today's rapidly evolving business landscape.Â
·      Leverage AI's transformative power to propel growth by unlocking new information about consumer habits and extracting insights from current data sets.Â
·      Discover how AI technologies are revolutionizing market research, accelerating speed to market, and enhancing global information sharing.Â
Melanie Huet, President, Brand Management and Innovation, Newell Brands
Join the Voice Your Vision: Townhall Session for an engaging session of collaboration. Attendees will share their thoughts, voice concerns, and contribute ideas on redefining the value of marketing. They will be part of a conversation that drives change and inspires new strategies.
For this session, we’ll be tackling:
Redefine marketing’s value: bridge the gap between creativity and business impact
·        Translate marketing metrics into actionable business KPIs
·        Enhance collaboration between marketing, finance, and technology teams
·        Utilize data and analytics to measure and validate creative efforts
·      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
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David Klimek, Principal, US Customer Advisory, KPMG LLP
·   AI Innovation and Storytelling: The opportunity to integrate advanced AI technology with consumer insights to deliver an engaging product while highlighting a new consumer behavior
·   Dynamic Partnership and Execution: Collaborating with Samsung required rapid development, creating new guidelines, use cases, and consumer messaging to adapt quickly to the emerging AI landscape
·   Key Learnings: Cross-functional stakeholder leadership and product engagement, including reception across consumers and partners
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Michael Lee, Global Partnerships Lead, Google
Karrie Sullivan, Founder, Culminate Strategy Group
·    Discover the latest trends in CTV programmatic advertising and how NBCU leverages premium content to drive brand success.
·    Understand the crucial role of data and technology in enhancing CTV advertising and driving consumer engagement. Â
·    Explore effective strategies for stakeholders to build a more efficient and transparent programmatic CTV marketplace. Â
James Kreckler, Senior Vice President Digital Media Sales, NBCUniversal, Inc.
Nicole Scaglione, Global VP, CTV/OTT and Online Video, PubMatic
Aaron Jackson, Head of Marketing and CX Sector, Reuters Events
Dynamic storytelling: Leveraging real-time analytics to craft responsive, relevant, and emotive brand experiences
·   Develop innovative brand storytelling techniques that capture the essence of your brand and create emotional connections with your audience
·   Create interactive and immersive content experiences that encourage customer engagement and foster brand loyalty
·   Adapt your messaging on the fly by leveraging real-time analytics to understand customer interactions, behaviors, and preferences, allowing for more responsive and relevant content
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Tiago Pinto, Chief Marketing Officer, Miami Marlins
Manny Cabral, SVP, Marketing Analytics, First Horizon Bank
Kathy Maurella, Chief Marketing Officer, Waterloo Sparkling Water
Leslie Laredo, President, Academy of Digital Media, a Laredo Group Company
Table 1: Brand marketers: Sync brand-building with your go-to-market strategyÂ
·      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 Financial Services Group
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Table 2: Data-driven marketers: Leverage diverse data to decode customer behaviorÂ
·      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
Moderator: Rick Tacelli, VP, Global Accounts, MeltwaterÂ
 Table 3: Customer experience leaders: Moving from journey mapping to journey managementÂ
·      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 integratedÂ
Tracey Hernandez, Fractional Growth Officer, SaaS Lumen
