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Virtual CX Excellence Summit 5

19-20 May 2022 10 am - 4 pm (ET)

Book Now!
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Virtual CX Excellence Summit 5

Book Now!

19-20 May 2022 10 am - 4 pm (ET)


ABOUT THE EVENT

Welcome to the Virtual CX Excellence Summit 5!

With presentations by some of the world's leading CX professionals, our
interactive summit has an agenda filled with cutting-edge case studies,
practical tips, as well as inspirational sessions that will help you catch up
with all the latest CX trends, find what is right for your organization and
learn from the success (and failures) of others! With an amazing cross-industry
agenda, featuring renowned CX experts the summit will provide you with the fresh
ideas, advice, and networking needed to revolutionize your customer experience
strategies.

If you are interested in learning & networking with CX Corporate Experts who
have been there & done that, you are in the right place!

Featuring case-studies and practical presentations by CX experts from MCCAIN
FOODS, DANONE, BOEHRINGER INGELHEIM, AKQA LONDON, ZAPPOS.COM, AMERICAN AIRLINES,
HAPPY COFFEE CONSULTING the Virtual CX Excellence Summit will help you master
even the most challenging CX trends for the future.

At the Virtual CX Excellence Summit You Will Learn How To:

 * Drive Customer Centricity in difficult times 
 * Simplify your CX processes
 * Expand your CX strategy to your supplier network 
 * Create a complete CX Journey for your company
 * Navigate Customer Experience in the Web3 + Metaverse
 * Voice of the Customer: A Framework for Successful Products
 * Manage Customer Experience as a Product
 * Lead a CX transformation
 * Create a Company Culture of great Customer Experience
 * Manage CX Support in the era of the Activist Customer
 * And what Not To Do when you are creating your CX Strategy

 

Only

9days

15hours

53min

UNTIL THE EVENT

Brochure Download

Register Now


FACTS & FIGURES

 * In 10 short years, P World has organized 180+ Events in 42 countries, 47
   cities around the world including USA, Canada, Azerbaijan, Croatia, Turkey,
   Georgia, Qatar, Portugal, Norway, and Bahrain.
 * P World is the proud organizer of the signature brand events: Marketing
   Kingdom, Global HR Trends Summit, PR Trends Summit, Global Healthcare Summit,
   CX Excellence Summit & Corporate Communication Booth Camps.
 * P World also organizes HCI’s Certification Programs in Canada & Europe.  

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SPEAKERS




Sarah Metcalfe Happy Coffee Consulting Profile

Archana Ramachandran American Airlines Profile

Katrina Schiedemeyer Danone Profile

Alex Genov ZAPPOS. COM Profile

Marketa Gibson McCain Foods Profile

Shawn Johnson Discovery, Inc. | NBCUniversal | Microsoft Profile

Lee Somerhalder Transportation Insight Profile

Karen Root Boehringer-Ingelheim Profile

Ahmad Shabazz Profile

Jesse Poe AKQA LONDON Profile

Michelle Martinez Profile

Prabhu Kannan ByteDance Profile


AGENDA

 * Day 1
 * Day 2

10.00 

Giving Customers A Voice In A World Full Of Numbers


ALEX GENOV, Head of Customer Research, ZAPPOS.COM

10.40 

How To Use Crisis To Drive Customer Centricity In Supply Chain And Beyond
MARKETA GIBSON, Vice President Global Supply Chain, MCCAIN FOODS

11.20 

Winning Customers With A Simple & Easy CX
ARCHANA RAMACHANDRAN, Product Leader, Manage & Change Reservation, Digital
Customer Experience, AMERICAN AIRLINES

12.00 

Lunch Break

12.40 

Expanding Your CX Program Beyond Customers'. How To Expand CX To Supplier
Experience To Create Momentum Throughout The Entire Value Chain


Communicating with your customers is critical, but it is just as important to
have constant communication with your upstream suppliers & employees to have a
strong pulse on the business risks. This session will highlight the power of
transforming your customer experience program beyond the customer and including
the entire value chain. This will allow your organization to have strong
relationships with suppliers, thus exceeding customer expectations.


KATRINA SCHIEDEMEYER, Sr. Customer Experience Center of Excellence (Supply
Chain), DANONE

13.20 

The Experience as a Product


Learn how Yamaha Motorsports transformed a brand's digital presence from product
to customer focused by making their buying experience a product. Go for a quick
ride through the buyer's journey and customer experience to map critical
meaningful interactions that drive long-term winning relationships and
competitive advantages. By consolidating data structures and modernizing martech
systems, integrating them in efficient ways, automating redundant and predictive
tasks, Yamaha was repositioned to deliver personalized content at scale that
adapts to real-time buying behaviours. 


LEE SOMERHALDER, Vice President, Digital Marketing, Transportation Insight

14.00 

Lessons learned: From Enterprise to Start-up what not to do in CX, and why
MICHELLE MARTINEZ, Head of Customer Experience

15.00

 End of Day One

10.00 

Crawl-Walk-Run: Leading CX Transformation


KAREN ROOT, Director, Experience Strategy, Boehringer Ingelheim

10.40 

Does Web3 and the Metaverse improve customer experience or does customer
experience improve Web3 and the Metaverse?
AHMAD SHABAZZ, Tech Leader | Customer Experience Curator | Advisory Board Member

11.20 

CX Support in the era of the Activist Customer
Prabhu Kannan, Former Head Global Business Process, ByteDance

12.00 

Lunch for Speakers and Delegates

12.40 

Voice of the Customer: A Framework for Successful Products


Understanding, listening and empowering your customers is one of the most
important ingredients to a successful CX. Shawn will discuss and share a
framework that can be applied to any size organization and business model, to
ensure every team within the company is aligned with purpose, mission and goals
to increase growth, engagement and value of customers for brands, products and
experiences. 


SHAWN JOHNSON, Former GVP Global Product & Design, Discovery, Inc. |
NBCUniversal | Microsoft

13.20 

CX Impact on Credit Scores: How an Incomplete Customer Journey Map Can Effect
Your Credit and Tarnish Your Brand
JESSE POE, Client Partner, AKQA London  

14.00 

Creating the Culture of Great Customer Service
SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING

15.00

End Of Event


OUR PARTNERS

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SARAH METCALFE

Happy Coffee Consulting

CHO

Sarah Metcalfe is the CHO of Happy Coffee Consulting. She founded Happy Coffee
Consulting after 9 years building award winning customer service and  customer
experience. Sarah has spent the last 10 years researching and training in
Happiness at Work and recently became a Certified Chief Happiness Officer
providing Happiness at Work consulting after training in Denmark with Alex
Kjerulf and Woohoo Inc.

In 2019 Sarah co-founded the first Global Summit for Happiness at Work. In the
two years it has been running we have had over 2000  participants from 62
countries and more than 60 leading expert speakers from around the world. 

In July 2020 she became co-leader of Woohoo Unlimited, a group of over 100
happiness at work experts, from thirty one countries. Our partnership has helped
to train over 100,000 people worldwide on being happier at work and provided
training and keynotes to companies like Accenture, KPMG, LEGO, Shell, Microsoft,
Nespresso and many others.

Happy Coffee worked with companies like WDHB, L’Oreal, FUTR, Abcam Life
Sciences, Teleperformance, Sabio, DoctoLib and Woohoo Inc. and provided
international keynotes and workshops in Canada, U.K., Denmark, France, Ireland,
Spain, Belgium, Poland and NL.
 


×

ARCHANA RAMACHANDRAN

American Airlines

Product Leader, Manage & Change Reservation, Digital Customer Experience

Archana has 19 years’ experience in the technology industry, prior to joining
American she has worked in the e-Governance, Education and Healthcare domains
and has a background in Engineering  
At American, her key contributions are :
-integration of legacy US Airways and American Airlines international sites 
-driving customer experience for American Airlines International websites
-creating relevant post-booking customer experience during the pandemic
Archana’s leadership strengths include developing strong strategic relationships
and deep knowledge of International portfolio, Digital Customer service and
post-booking, and pre-day of travel from both a technology and business
perspective. She is passionate about digital transformation, creating a culture
of trust, with a Customer-first strategy, and tapping technology in new ways
that will delight customers!
Archana is constantly on the lookout for innovative ideas, always open for a
good chat, you can connect with her on Linkedin!
 


×

KATRINA SCHIEDEMEYER

Danone

Sr. Customer Experience Center of Excellence

Katrina Schiedemeyer is an innovative leader in designing and executing
strategic initiatives in numerous disciplines.  Her expertise includes Customer
Experience Design, Supplier Experience, Ethnographic Research, Six Sigma Data
Analytics, Lean, and Employee Engagement. Katrina is an engaging and energetic
speaker who thrives on transforming complex processes into digestible
knowledge. 

Katrina’s professional career includes leading the Customer Experience & Voice
of Customer strategic initiatives at a Fortune 500 company and providing
consultant guidance to inspire innovation across numerous organizations. In
addition to her professional career, Katrina serves as a Board of Director
member for numerous international organizations where she utilizes her deep
business knowledge to find innovative problem-solving solutions. 

Katrina is a prominent public speaker and published researcher certified in
project management (PMI), quality engineering (ASQ), predictive and descriptive
analytics (Wharton), and continuous improvement (LLC). 

Katrina is a proud alumna from Louisiana State University (LSUS) where she
obtained her MBA in International Business and from the University of Wisconsin,
Oshkosh where she obtained a bachelor’s a degree in Supply Chain Management. 
 


×

ALEX GENOV

ZAPPOS. COM

Head of Customer Research

Alex is an experienced customer research professional who applies his
Experimental Social Psychology background and his passion for research, design,
and innovation to solving important customer and business problems. His
professional goal is to help teams create remarkable products and services which
make people's lives easier and more enjoyable.

Currently Alex is leading Customer Research for the Zappos Family of Companies.
 In previous positions, he was responsible for research and usability of the
products and services for companies like TurboTax (Intuit), State Farm
Insurance, and the Active Network.   He has over 20 years of relevant experience
– 5 years of academic research and over 15 years of customer research in the
software industry.  Alex received his PhD in Experimental Social Psychology from
Clark University.   His areas of research include: defining and measuring
emotions, individual differences, usability, and consumer segmentation.
 


×

MARKETA GIBSON

McCain Foods

Vice President Global Supply Chain

I am a Supply Chain executive with over 20 years of international experience. As
Vice President of Global Supply Chain for McCain Foods I am responsible to shape
the overall Supply Chain vision and direction, enabling highly efficient and
effective supply chain teams in delivering industry leading cost, growth, and
service performance. Through development and mentoring of leadership and talent,
and by leveraging advanced analytics and digital solutions, I strive to ensure
executional excellence and best-in-class supply chain cost efficiency, network
planning, Regional and Global Integrated Business Planning, as well as
coordination of McCain’s Global supply network, in order to deliver superior
Customer experience and growth.
Over the past 20 years, I have acquired expertise in Supply Chain Management,
Lean Thinking & Value Creation, Business Process Improvement, Digital
transformation, Cross Functional Project Management, Leadership Development, and
SAP & Technology implementation.
 


×

SHAWN JOHNSON

Discovery, Inc. | NBCUniversal | Microsoft

Former GVP Global Product & Design

Emmy® Award winning Executive Speaker, Innovator, & Entrepreneur; Shawn is the
former GVP Global Product & Design for Discovery Inc. Responsible for Product,
Design UX, Brand and Customer Experience, he defined the Product & Design
Vision, and Go-to-Market Strategies for Discovery+ and TV products, platforms,
services and experiences. Prior to Discovery, Shawn led the Experience Design
practices for NBCUniversal and Microsoft.

Combining an award-winning product portfolio with technology and business
acumen; Shawn is a proven executive global leader who builds cross-functional
teams through Product & Design Leadership.  His products have been used by
billions of people around the world - delivering engaging experiences that
create positive, memorable & lasting relationships through evolving product and
technology ecosystems.

Blurring the lines between the impossible and possible, Shawn thrives at the
intersection of product, design, technology, and the imagination of the human
spirit. He attended Otis Parsons School of Art & Design, and became one of the
youngest instructors at the prestigious design school.
 


×

LEE SOMERHALDER

Transportation Insight

Vice President Digital Marketing

Lee Somerhalder brings 20 years of B2B and B2C experience building lean
methodologies that propagate rapid sales growth and drive global brand identity.
His previous startup was accepted into University of Texas’ Austin Technology
Incubator and DLA Piper’s Venture Pipeline program. He has held marketing
leadership roles at Yamaha Motor USA and Triumph Motorcycles. Currently, Lee is
driving the digital marketing transformation of one of the largest technology
driven supply chain and logistics companies in the country. By defining and
implementing the technical marketing roadmap for a new era of premium
“connected” customer experiences, Lee's teams are modernizing the way
organizations conceive digital content, ingest consumer behaviors, connect more
shippers and carriers and move more product around the world. They manage the
people, process and technology that get the right content to the right people at
the right time.


×

KAREN ROOT

Boehringer-Ingelheim

Director, Experience Strategy

As a senior executive with more than two decades of experience in founding,
leading, and transforming organizations ranging from start-ups to Fortune 500
multi-national companies in digital and customer experience, Karen holds an MBA
and Advanced Certificates in Leadership, Strategy, Creative Problem-Solving, and
has been tested as among the top 2% of the world’s most innovative thinkers by
SWARM. 
Karen Root has driven organizational transformation around customer experience
and digital for three different companies to successful implementations. She
currently leads within the Business Transformation team at Boehringer-Ingelheim
as the Director of Experience Strategy.
Karen Root spent a decade at WL Gore & Associates as a Global Marketing Leader
and drove Customer Experience transformation at a divisional level in medical,
industrial & electronics industries, exiting as the Enterprise Leader of Brand
and Culture. 
Prior she led digital transformation through leadership and integrating the
fuzzy front end of technology in practical applications that drove business
results.  Industries worked include pharmaceutical, medical devices, biotech,
publishing, computer software and consumer packaged goods.  
As a CX practitioner pushing boundaries, Karen has worked with architectural
firms to integrate innovative experience strategy for four facilities,
transforming spaces into places with meaning that evoke emotion.  She has
consulted in experiential strategy for live events, and corporately in employee
experience - to unleash human potential.
With deep expertise in strategy, systems thinking and organizational
transformation to upskill new capabilities, Karen Root impacts commercial models
to demonstrate differentiating value.
In addition to her experience work, Karen is a life-long learner, holds a patent
in Blockchain Technologies and enjoys gem mining.  She lives on a small horse
farm in Pennsylvania with her daughter Kayla and her canine companion Rajah.
 


×

AHMAD SHABAZZ



Tech Leader | Customer Experience Curator | Advisory Board Member

AHMAD SHABAZZ is a voice of the customer champion and delivers “magical”
interactions and “moments that matter” throughout the customer journey.  He is
an inspirational leader who stands firm on authenticity, collaboration, and
diversity, while establishing a culture of kindness.  He is a servant leader who
has a contagious enthusiasm and passionate belief in people that inspires,
enables, and empowers team members to excellence.

Formerly, as Head of Community Operations at Snap Inc., a global camera company
that empowers people to express themselves and live in the moment, Ahmad was
responsible for ideating and driving improvements on how to capture meaningful
customer data and derive insights for the product and platform teams.

Previously, as Director of Community Operations for the Americas, Ahmad led the
omni-channel community support and service for the community and platform.
 During this time, he set team goals, policies and best practices, as well as
worked with counterparts in EMEA, APAC, and cross functional leaders to deliver
strategic and operational excellence.  Earlier in his career he rose through the
ranks of Deloitte and Hitachi Consulting, Google, Lenovo, Facebook, and Anaplan
transitioning from finance to Customer Service & Support, and ultimately
Customer Experience.  He began his career in corporate finance with Texas
Instrument in corporate FP&A, treasury services and finance operation roles. 

Ahmad holds an MBA in Finance from Howard University in Washington, DC, BA in
History from Winthrop University, and a Customer Experience certification from
Forrester.  He serves on several Advisory Boards including Ascendo AI and
SaltyLama.  
 


×

JESSE POE

AKQA LONDON

Client Director

CX and Digital Transformation Leader of 15 years focused on partnering with
C-suite clients, agency leadership, and discipline leads to create meaningful
impact for SMB and Fortune 500 businesses across all touch-points; innovating at
the intersection of customer and cultural empathy, physical and digital
experience, and business opportunities, for clients, company, and capabilities.


×

MICHELLE MARTINEZ



Head of Customer Experience

For the last 6 years I’ve worked in the Home Warranty space for HomeServe,
initially managing their Energy Utility relationships and most recently,
managing the customer experience at HomeServe, responsible for the contact
center operations, complaints/feedback and automation of the HomeServe journey.
Today, I’m working with a start-up, helping craft the ideal customer experience
from the start. I have 20 years of marketing experience, 13 years of product
development and account management experience from start-ups to Fortune 500 and
everything in between. Prior to joining HomeServe, I was at Synapse Group, Inc.
(a Time Inc. subsidiary where I managed marketing, product development and
overall relationships with DRTV partners). To my parents chagrin, I received a
B.A. in biology from Swarthmore College. hold an M.A. in Sports Marketing from
the University of Connecticut and am a licensed holistic nutrition coach. I used
to coach and play lots of tennis, but put that on hold for the last 11 years
when my oldest daughter was born, with no regrets. I love being outdoors with my
two girls (7 and 11) and husband (whom I met on match.com). In my spare time, I
figure out ways to make the junk food my kids love into health food.


×

PRABHU KANNAN

ByteDance

Former Head Global Business Process

Prabhu has over 15+ years of experience with large-scale operations, solving
complex problems, empowering, and leading people for brands like Microsoft,
Atlassian, Indeed and TikTok. He is skilled at influencing key stakeholders,
handling customer and partner escalations, and motivating geographically
dispersed, culturally diverse teams to drive positive change using data and
analytics, while building great partnerships based on trust. Over the years
Prabhu has gained experience being a leader balancing customer needs, health of
the team and driving product innovation, by providing thought leadership and
displaying a willingness to listen to his teams and taking calculated risks,
with the ultimate goal of helping empower people to achieve their full
potential.



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