NGCX 2019

March 25 - 27, 2019

Hyatt Regency Indian Wells, CA

Contact Us: 1.888.482.6012

Day Two: Creating Tomorrow’s Experience: Scaling Customer Centered Decision Making

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


Elizabeth Robillard

Event Director
Worldwide Business Research

8:35 am - 8:45 am Chairperson’s Opening Address

8:45 am - 9:10 am Keynote: The Art of Product Renovations. A Guide for Corporate Success in an Oversaturated World.

Robert Hackl - SVP of Headset Leasing and Insurance, Sprint
About 95 percent of new products fail. The problem: outdated thinking about product positioning. But why even take the enormous risk of creating something new when the answer already sits on your shelf? What if merely transforming an existing product, with better-executed market positioning, and revitalized emphasis on the customer's needs was all that was necessary for a successful premiere in the marketplace? 

In this inspiring talk, keynote speaker and Sprint SVP Robert Hackl will share how Sprint was able to take the ordinary and make it extraordinary from the seemingly obvious. You’ll learn:
•Why "customer first" is more than lip service.
•How to think differently about positioning your product.
•And the real steps anyone can take to transform an existing product into a "new" product.

It's time to redefine customer-centric unique value propositions. It's time for a practical positioning framework that gets results.


Robert Hackl

SVP of Headset Leasing and Insurance

9:10 am - 9:35 am Keynote: Scaling the Concept of Human Centered Design Enterprise Wide

Jeff Gelfuso - Director, Design, Facebook
Its one thing to do a few projects every couple of months,
like mapping the customer journey or doing company wide
design thinking training. It’s quite another thing to put a
long lasting human centered design 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 your customer the center of your company, rather than just a buzzword.


Jeff Gelfuso

Director, Design

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:
•What does your customer’s journey currently look like?
oDo you have different types of customers and thus different journeys you have to manage? 
•What is the actual structure of your CX team? 
oIs it centralized or decentralized? 
oWhat department do you belong to? Or are you spread out across the org?
oHow many people are on the team?
oWhat do you all actually do? Are you more motivational, or operational?
•What departments across the organization have a hand in the journeys your different customers take?
oAre there other areas of your business that have ownership of traditional CX functions? Such as customer service, journey mapping, employee engagement? 
•Given the structure you have, and the stakeholders that work on CX across the business, how do you best work together to improve the customer’s journey?
oHow can you show a connection between CX investments and ROI given the different goals each department that works on CX might have? 


Nikki Pampalone

Director, Experience Design


Erin Kohn

CX Leader
The Clorox Company


Wendy Haller

Red Rocks Credit Union


Tracy Robertson

Global VP – Customer Experience

10:05 am - 10:10 am Panel Remix Part Two: The Ultimate Question: Where Should CX Sit Within Your Business and What Should it Be in Charge Of?

After 30 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.

10:10 am - 10:50 am Morning Networking Break In The Solutions Zone

10:50 am - 11:15 am Keynote: Equipping Your Employees with Tools to Help Customers When Keynote: A Customer First Approach They Need it

Timothy Embretson - Director, Retail User Experience, Best Buy
he employees within your organization that come face to
face with your customers play an incredibly key role in how
your customer experiences your brand. Do you know the
role that your frontline customers play within your stores
or via phone? Do they have the right tools in their hands to
help your customers when they need it? Join this session
to hear more about how to be designing products for your
frontline employees that make them the ultimate ingredient
in your CX success batter.

Timothy Embretson

Director, Retail User Experience
Best Buy

11:15 am - 11:40 am Keynote: Explorations into Experience Delivery within Complex Systems

Kevin Donaldson - VP, Customer Experience Innovation, Carnival Travel Lab
Delivering integrated customer experiences can be challenging inside of traditional organizational structures built to reduce complexity through functional compartmentalization.  CX is not the responsibility of a single department and requires an advanced level or orchestration from leadership strategy down to front line execution in order to deliver against the brand promise in a consistent and cohesive manner for customers. 

Learning from Extremes:  Delivering magic in the cruise industry is wonderfully complex.  Consider creating an integrated experience on a cruise ship.  It’s much more than a floating hotel.  It’s like creating an experience across an entire city neighborhood with thousands of customers and delivery staff living together 24/7 for 7-30 days at a time. 

This discussion will use a series of cases studies from one of the largest experience enterprises in the world to highlight learnings on delivering integrated customer experiences in complex environments.  We are convinced this will spark some interesting discussions on parallels in your world.


Kevin Donaldson

VP, Customer Experience Innovation
Carnival Travel Lab

11:40 am - 12:15 pm Case Study Remix: Lead With Love – The Path to Joy, Wellbeing and Collaboration

Trina Uzee - Executive Director of Creative and User Experience, Allstate
Why can’t we all just get along and do great work in a culture of compassion and caring? Sounds like a no-brainer, but it is hard and you have to work at it, make it a priority and a non-negotiable of your culture. Who doesn’t want to work in a UX practice centered around compassion, kindness, mentorship and listening; one that fosters respect and trust between disciplines and team members? It can happen and my team is the living example and the guinea pig. Discover how to use intuition in hiring and create an ego-free environment that retains top talent and supports mindfulness practices that increase, innovation, creativity and happiness. I will show you how to create a work family based on loving-kindness and watch your success and productivity skyrocket. Learn how to build and amplify a culture that nurtures great work and work life balance. It is time to love what we do, how we do it and whom we do it with. Life is short. Work happy.

Trina Uzee

Executive Director of Creative and User Experience

12:15 pm - 12:40 pm Keynote: Preparing for What’s Next: Can Your CX Team Help Make the Case for Enterprise Wide Innovation?

Shel Kimen - Global Manager, Experience Design Practice, Ford
Your department is your company's biggest customer advocate. Your customer wants to be able to seamlessly engage with you through a blend of human-manned and digital channels. While you often have a hand in the human manned channels, you maybe not be as involved in the digital products your customers used. But you should be helping your counterparts in other departments fight any resistance your organization might have towards innovating digitally. There are many challenges to overcome when thinking about internal transformation initiatives, but should resistance from within your institution be one of them? 
•How do you keep pace with quickly changing industry standards? 
•How are you keeping up with new opportunities and technological innovations? Do you know what’s truly here to stay and what might be more of a fad? What tech will actually revolutionize the industry? 
•Do you have an understanding of the regulatory environment you are in? Do you know the stakeholders that need to be swayed in order to invest in emerging technology? Do you understand their point of view and concerns?
•How can you identify ways to reduce risk while investing in new tech? 


Shel Kimen

Global Manager, Experience Design Practice

12:40 pm - 1:00 pm Audience Interactive Session: Share Your Successes!

During the inaugural ‘Share Your Successes’ interactive session at NGCX, the audience will spend ten minutes in small groups. During those ten minutes, each audience member will be asked to share a recent CX success they’ve had with their group (successes big and small welcome!) After ten minutes is up, each group will be asked to pick a group representative to share whatever their particular success was in a brief minute long report back in front of the entire audience! We encourage you to think about your successes ahead of time, so you can be ready to share them with the group.  We know we have a lot of talented CX professionals in the room and want you all to be able to learn from each other, not just from our speakers!

2:00 pm - 2:10 pm Chairperson’s Afternoon Remarks

If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7527

2:10 pm - 2:30 pm Case Study: Moving Beyond Voice Assistants: Mobile and Voice Working Together For the Future of Connected Commerce

Harish Goli - Senior Product Manager, Pandora
There is huge untapped potential in the use of voice technology. Major brands are racing to figure out how it will impact their digital strategy and many have yet to understand how transformative it be for the future of mobile experiences. Are you going to be able to keep up with the voice revolution? Join this session to hear answers to questions like:  
•Is voice the future of mobile? 
•What role will they have in your omnichannel strategy? 
oHow can you start to make sure the two are complimenting one another? 
•What are some of the other use cases of voice and how do those fit in with your mobile strategy? 
oHave you thought about voice payments? 
oHave you thought about push notifications through voice? 
oHave you heard about mobile ordering through voice?


Harish Goli

Senior Product Manager

2:30 pm - 2:40 pm Innovation Spotlight

2:00 pm - 2:10 pm Chairperson’s Afternoon Remarks

If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7527

2:10 pm - 2:30 pm Case Study: Come Together! Creating A Central CX Council or Advisory Board

Scott Wilson - Customer Experience Principal, FedEx
Every organization approaches their customer experience strategy, structure and governance a bit differently. A great first step if you don’t have an overarching cx strategic department is establishing a cx council or pulling together an advocate team. These teams champion customer experience across all departments and meet together to work on strategic projects. 

•Who are the best people to bring together in a CX steering committee within your organization? 
•What are the steps to establishing a meaningful group like this with real impact? 
•How do you bringing these people from different departments together given their focus on other priorities? 
•Making sure your organization understands the impact that a group like this can have, given the background that all individuals will be able to bring to the table


Scott Wilson

Customer Experience Principal

2:30 pm - 2:40 pm Innovation Spotlight

Track A: Digital Experience Management

2:40 pm - 3:10 pm Panel Remix Part One: Omni Channel Digital Experiences: Where CX and UX Converge
Mark Smith - Senior Design Lead– CX, Kohls Jason Mowery - Design Director, Nationwide
•Where your business is today in terms of CX and UX working together to build digital experiences that work best for your customer
•Better understanding some of the technical elements of UX so that you can 
•Taking on the innovative spirit of your UX teams and finding your voice in the realm of digital experiences
•Looking at the trend of merging UX and CX departments and what that means for the future of omni-channel customer experiences


Mark Smith

Senior Design Lead– CX


Jason Mowery

Design Director

Track A: Digital Experience Management

3:10 pm - 3:20 pm Panel Remix Part Two: Omni Channel Digital Experiences: Where CX and UX Converge
After 30 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.

Track B: Employee Engagement

2:40 pm - 3:10 pm Panel Remix Part One: Motivating Your Frontline Employees to Provide Exemplary Customer Experiences
Bradly J. Sax - Corporate Director, GuestPath®, Delaware North Rachel Hogue - Customer Service Stylist Manager, Azazie
Your frontline is the backbone of your brand. They have face to face interactions with your customers every day. Their reactions to situations will shape how customers feel about you and can keep customers from abandoning you if they are having an issue with purchasing something or struggling with an item post sale. Join this panel to hear about: 

•How to get these employees bought into customer experience
•What methods of motivation keep employees going, even when they might be dealing with upset customers
•How to establish a culture that motivates, not just pay them to do better


Bradly J. Sax

Corporate Director, GuestPath®
Delaware North


Rachel Hogue

Customer Service Stylist Manager

Track B: Employee Engagement

3:10 pm - 3:20 pm Panel Remix Part Two: Motivating Your Frontline Employees to Provide Exemplary Customer Experiences
After 30 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.


2:40 pm - 3:20 pm VIP Think Tank
This invite only think tank will be for 15-20 CX innovators and leaders. This
session is meant to give those who are changing the CX game an opportunity
to sit down together in a closed door setting to chat about the future of CX.

If you are interested in participating in this session, please email to learn more

3:20 pm - 4:00 pm Afternoon Refreshment and Networking Break in the Solutions Zone

4:00 pm - 5:00 pm CX Executives - Only Speed Networking

Bring your business cards—you’ll need them! During this
session, you’ll have two minutes to meet and exchange
business cards with almost everyone in the room. This
is your chance to connect with the people that are
operating at the same scale as you are!

This session is only for CX executives!

4:00 pm - 5:00 pm Workshop: Your Perfect Day: An Amazingly Simple Way to Innovate

Nicholas Allen - Head of Design and UX, GE Healthcare
What if designing award-winning solutions could be as enjoyable as designing your Dream Home or your Wedding Day? Learn how to design your customers' “Perfect Day” through a highly collaborative and simple process which doesn't require any sticky notes, PowerPoint or Spreadsheets, and instead relies on dreaming, storytelling, drawing and most importantly; empowering your customers to co-own the design.

This session is only for CX executives!


Nicholas Allen

Head of Design and UX
GE Healthcare

5:00 pm - 6:00 pm Cocktail Reception in the Solutions Zone