NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

2018 Agenda Day 2

Day Two: Spread the Word: Operationalizing CX Across Your Business

7:30 AM - 8:15 AM Continental Breakfast & Registration In The Solutions Zone

Elizabeth Robillard

Elizabeth Robillard

Event Director
Worldwide Business Research

8:20 AM - 8:30 AM Chairperson's Opening Remarks

Will Esclusa, Client Strategy Executive, Watson Customer Engagement, IBM
Chair to be named, IBM

Will Esclusa

Client Strategy Executive, Watson Customer Engagement

8:30 AM - 8:50 AM CEO Fireside Chat: Let’s Get on the Same Page- How to Match CX Initiatives With Company Wide Goals

Ernie Garcia, CEO, Carvana
If the goals of your experience department don’t match up with the goals of your business, do you think you will be able to properly advocate for c-suite acceptance of your mission? While CX might be THE differentiator between yourself and your competitors, if you aren’t able to understand how your company operates and what their key missions are, you’ll have a tough time convincing them, or anyone else within your business, that CX matters. Join this session to hear more about:

• How do you ensure that your CX initiatives match up with company priorities?
• While your CX team might find customer centricity to be the ultimate goal, how do you make your stakeholders AND shareholders understand the importance of these goals and how it will impact the business in the future?
• Are there certain priorities the company has that are diametrically opposed to the goals your CX team is trying to accomplish? How do you confront that?
• If building out your CX strategy from scratch, how can you create one that fits best within the confines of your business strategy?

Ernie Garcia

Ernie Garcia


8:50 AM - 9:10 AM Case Study: Expect Resistance! Successful Product Designers Need to Be Great Influencers

Jonathan Mann, Senior Director, User Experience Design, Target
Being a successful Product Designer is only partially about excellence in the craft of design. A successful Product Designer must influence a wide variety of partners and stakeholders including Product, Engineering, Executives, Legal, Marketing, and others. At each point from Discovery to Delivery, a designer will inevitably encounter resistance. Without influence skills, customers might not get to enjoy a designer’s great ideas because they don’t see the light of day.

During this presentation, Jonathan Mann will share some of the principles he teaches the design teams he leads to handle resistance and get beautifully designed products into the hands of customers. You may not know it but you’re already more influential than you may think!

Jonathan Mann

Jonathan Mann

Senior Director, User Experience Design

9:15 AM - 9:35 AM Case Study: CX Isn’t Just A Buzzword: Maintaining Momentum After Completing the Basic Projects

Ruth Crowley, VP, Customer Experience Design, Lowe’s Companies
Its one thing to do a few cx projects every couple of months, like mapping the customer journey or doing company wide cx training. It’s quite another thing to put a long lasting cx strategy in place that completes projects often and has a continued focus on revisiting projects that have already been done to see if they are still effective. Keeping up your momentum is the key to success when it comes to making cx the center of your company, rather than just a buzzword. Join this session to hear more about:
• Once you’ve put CX strategies into place, or completed a CX project, how do you enforce it’s continued effectiveness?
• How do you avoid becoming simply a company cheerleader?
• Does this involve starting with c-suite approval, or can a grassroots CX organization keep momentum going?

Ruth Crowley

VP, Customer Experience Design
Lowe’s Companies
While CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience and your mission might not be as effective. Join this session to hear about how to be operationalizing this concept within your institution. Panelists will discuss:

• How to demonstrate the connection between cx and business outcomes
• Methods for encouraging true behavior change vs. just paying lip service to the idea of cx
• Deciding where CX should sit within your organization (centralized or de-centralized) and what level of control you should have
over design, marketing and customer service
• Foster continued support by showing a clear connection between CX improvements and business results

Phil Wright

Phil Wright

World Wide Customer Experience Director
Michelle Musgrove

Michelle Musgrove

Vice President, Customer Experience Strategy & Governance
Bradly J. Sax

Bradly J. Sax

Corporate Director, GuestPath®
Delaware North
Graham Tutton

Graham Tutton

Vice President of Customer Experience

Stacey Messier

User Experience Design Senior Director
Liberty Mutual

Brian J. Donnelly

Global Product Marketing Lead for IBM Watson Customer Experience Analytics

10:20 AM - 10:55 AM Morning Refreshment & Networking Break In The Solutions Zone

General Session

10:55 AM - 11:15 AM Case Study: From the Trenches: How to Run a Successful, Pain-Free CX program That Actually Moves The Needle

Christine Rimer, Vice President, Product Marketing and Voice of Customer, SurveyMonkey
When everyone around you is talking CX, how do you know what will work in the real world? This session is an opportunity to listen to a 20-year veteran of Customer Success and Product Marketing in Silicon Valley. Christine Rimer has been there, done that, and in this session she will discuss CX programs that have concrete, measurable effects on the bottom line.
Christine will talk about:
• What she did to lift a low NPS® when faced with unhappy customers and a new CEO demanding action and ROI.
• How she managed to connect customers’ happiness to financial growth—and how you can do the same.
• How you can now automate this process to eliminate the effort, time, and investment that were needed in the past.
• 4 best practices and lessons learned about data collection, survey design, analysis tools, and amplifying the voices of your happy customers

Christine Rimer

Christine Rimer

Vice President, Product Marketing and Voice of Customer
An effective CX strategy takes up a lot of resources, such as technology spend and talent. And sometimes those resources can be scarce. How do you best allocate those resources to projects in your pipeline? Join this panel to hear how this group of top cx strategists are mapping out their projects based on customer need and organizational resources. Panelists will discuss the following points. After 35 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups.

• How do you leverage your limited resources to focus CX efforts to areas that drive value
• Understanding the resources you have available to you, whether it be dollars, people or time
• Quickly and thoroughly identifying top customer pain points so that know where to allocate your limited resources
• Coming up with a plan to address immediate concerns in the present while keeping less time sensitive projects on the backburner
• Acknowledging that some customer segments might be more important to focus on today
• Communicating priorities and recommending actions to key stakeholders

Michael Gamble

Michael Gamble

Head of Life Product Strategy
New York Life
Wendy Haller

Wendy Haller

Red Rocks Credit Union
Elias Hadaya

Elias Hadaya

Vice President of Customer Experience
World Vision

Brian J. Donnelly

Global Product Marketing Lead for IBM Watson Customer Experience Analytics

General Session

11:50 AM - 12:10 PM Case Study:Transforming the Customer Experience Delivers Better Business Outcomes

Francisco Kattan, Head of Product Marketing, Nexmo, the Vonage API Platform
In an increasingly digital world, customers are aligning themselves with brands that understand the shift in communications that technology brings, and that implement solutions that can adapt quickly to their changing needs. Technology has empowered today’s customer to connect with companies wherever and however they prefer, via the platforms and channels they choose – whether that’s voice, text or chat.

But no matter what channel or device a consumer chooses to engage with a company, the technology should enable the customer to seamlessly switch among channels without losing any of the context around the experience. Contextual communications offers the potential for better outcomes for businesses and their customers who want their experience to be simple, personal and relevant.

Francisco Kattan, Head of Product Marketing, Nexmo, the Vonage API Platform, will closely examine how cloud communications solutions are uniquely positioned to help customers generate solutions to create a personal and contextual experience for their own customers - every time, at every touchpoint. By offering both UCaaS and CPaaS solutions providers such as Vonage can create powerful end-to-end business communications offerings for businesses, including increased collaboration among employees and enhanced productivity through integration of business applications, to deeper engagement with customers via personalized and contextual communications, helping to transform how business gets done.

Francisco Kattan

Head of Product Marketing
Nexmo, the Vonage API Platform

General Session

12:10 PM - 12:55 PM GUEST SPEAKER: #YouMatter - Driving A New Productive Culture

Angela Maiers, Founder, Choose2Matter
As hopelessness reaches pandemic proportions, every human on the planet is being affected and the world needs transformation. Choose2Matter has touched millions of lives, reshaping how each human being feels about their contribution and unleashing their individual genius. Kids are innovating in ways that impact communities, educators are shifting from reactive to proactive, employees are driving a new corporate culture and delivering big wins to their organizations. Join us to find out how your organization can benefit from this simple, yet powerful movement which empowers the employees that provide your experiences, and be ready to participate in a live interactive workshop to unleash your genius!

Angela Maiers

Angela Maiers


Industry Breakout Roundtables

10:55 AM - 12:50 PM Industry Breakout Roundtables

Industry Breakout Roundtables

Industry breakout roundtables are your chance to meet with your industry peers to address challenges and share solutions and lessons learned. Breakouts will be available for Retail, Travel, Financial Services, B2B and Healthcare. These will take place in the Solutions Zones concurrently with the regularly scheduled program

Financial Services Roundtable

Travel & Hospitality Roundtable

Retail Roundtable

Hospital & Health Systems Roundtable

General Session

12:55 PM - 1:55 PM Luncheon For All Attendees

Private Lunch

12:55 PM - 1:55 PM Private Lunch Hosted by 24-7 InTouch

*By Invite Only*

This track will be for those attendees who aren’t operating within
the traditional B2C customer journey- whether you are a B2B CX
professional or a B2B2C executive, this track will discuss how to best
understand your unique customer’s journey

TRACK A: Navigating Non-B2C Customer Journeys

1:55 PM - 2:00 PM Chairperson’s Afternoon Address

TRACK A: Navigating Non-B2C Customer Journeys

2:00 PM - 2:20 PM Case Study REMIX: Building the B2B CX When You Don’t Own The Journey

Claire-Juliette Beale, Customer Experience Lead, Cisco
• How do you handle complexity and speed in a heavily partner ecosystem driven environment?
• What methods can you use to identify and define your customer and Persona?
• What can you do to enable teams and third parties?
• When and how can you start measuring and optimizing?

Claire-Juliette Beale

Claire-Juliette Beale

Customer Experience Lead

TRACK A: Navigating Non-B2C Customer Journeys

2:20 PM - 2:45 PM Case Study: Engaging Your Frontline to Deliver Impactful Experiences

Rhonda Basler, Director, Customer Engagement, Hallmark

Rhonda Basler

Director, Customer Engagement

In this track we will be taking a look at how to better work across the silos
within your company to streamline your customers journey

TRACK B: Achieving Omnichannel Success

1:55 PM - 2:05 PM Chairperson's Opening Remarks

Astha Malik, Vice President of Platform and Product Marketing, Zendesk

Astha Malik

Vice President of Platform and Product Marketing
• Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer- from pre-sale to the experience of the sale to post sale and support
• Instill the importance of customer experience across the organization with trainings and CX advocates and create common objectives and organizational goals
• Make sure that your customer doesn’t see whatever seems might exist between the channels- can they start a form online and finish it in-store? Can you see if they bought something yesterday before you send them an impersonal email today?

Steve Piehl

Authentic CX

Katrina Schiedemeyer

Senior Manager, Global Quality and Continuous Improvement
Oshkosh Corporation

Barbie Fink

CCXP, Director, Customer & Employee Experience
Adobe Systems

Tabitha Dunn

Vice President, Customer Experience
Concur Technologies

Bradly J. Sax

Corporate Director, GuestPath®
Delaware North

This invite only group discussion track is only for heads of CX
and CMOs only. The topics covered are for those who are far
along in CX maturity. Specifically designed for those CX pros
that have seen it all and are looking to shake things up and
operate outside the box.


1:55 PM - 2:25 PM SESSION THREE: Hi, I’m The New Head of the CX Department… What Exactly is CX Again?

• Some of you have had new bosses or been switched around to new departments more times than you can count
• How do you ensure that your already operational CX initiatives stay consistent and functional if you move departments or have a change in leadership?
• How do you explain your current initiatives or distill your program to a new leader?
• What are some ways you can set yourself up for success with this before something like this event happens?


2:15 PM - 2:55 PM SESSION FOUR: Free-Flow Think Tank

As a CXO or head of CX at your organization,
it is your responsibility to prioritize customer
experience and promote a customer centric value
proposition throughout your organization. This free
flow think tank discussion is your opportunity to
gain honest feedback, debate strategic ideas and
share high level insights in a closed door forum.
Bring up whatever we haven’t discussed yet and get
real answers from those facing similar challenges

2:45 PM - 3:25 PM Afternoon Refreshment & Networking Break In The Solutions Zone

3:25 PM - 3:30 PM NGCX Excursions! Pre-Register for One of the Four Options Below

RSVP for one of the following offsite activities to allow you to take a break from the session room and network with your peers in a new environment. RSVP to either Elizabeth Robillard ( or Melissa Allen ( for one of the following offsite activities to allow you to take a break from the session room and network with your peers in a new environment. Spots in the first three will be limited, but the culinary challenge will be open to all. If you’d prefer one of the first three events, RSVP fast!

*Only the option marked with a star will be open to solution provider attendees. If sponsoring the event, you will be allotted (1) pass to attend one of the other four events.

During this time, attendees will check in for the NGCX Excursion that they have pre-signed up for!

3:30 PM - 6:00 PM SOLD OUT: Odysea Underwater *LIMITED SPACE for CX practitioners only*

With over 50 exhibits and 500
different species, there are
more than 30,000 animals
that call Odysea home. This
self-guided tour includes all
exhibits, galleries and movies

3:30 PM - 6:00 PM SOLD OUT: Option Two: Arizona Brewery Tour *LIMITED SPACE for CX practitioners only*

On this tour, you will taste
some of the best beer Arizona
has to offer. Even those who
aren’t craft beer aficionados
will enjoy this fun tour of the
Phoenix area

3:30 PM - 6:00 PM Option Three: Golf Outing at the JW Marriott *LIMITED SPACE for CX practitioners only*

Located in the heart of
the majestic Sonoran
Desert, our resort’s Wildfire
Golf Club features two
championship golf courses,
designed by golf idols Arnold
Palmer and Nick Faldo. Visit
us in Phoenix for challenging
play and a scenic setting.

3:30 PM - 6:00 PM Option Four: Culinary Challenge: Margaritas and Salsa *OPEN TO ALL*

If you’d prefer to stay
around the hotel and
network, join other
attendees for a fun cooking
and mixology challenge

6:00 PM - 6:05 PM End of Day Two!