NGCX 2018

March 27-March 29, 2018

JW Marriott Phoenix Desert Ridge Resort & Spa

Contact Us: 1.888.482.6012


Ernie  Garcia
Ernie Garcia
Christine  Kettmer
Christine Kettmer
Senior Director, Customer Experience & Innovation
Marriott International
TJ  Stein
TJ Stein
Head of Customer Experience
Jonathan  Mann
Jonathan Mann
Senior Director, User Experience Design
Jean-Philippe (JP)  Mula
Jean-Philippe (JP) Mula
VP of Learning & Quality Services
Charter Communications
Michael  Gamble
Michael Gamble
Head of Life Product Strategy
New York Life
Nicole  Ball
Nicole Ball
Head of Marketing Strategy,
Capital One Investing
Thom San Filippo
VP of CX
Dow Jones
Josephine  Holmboe
Josephine Holmboe
Creative Director, User Experience
Graham  Tutton
Graham Tutton
Vice President of Customer Experience
Ann Marie Cilley
Ann Marie Cilley
Director, New Ventures Experience Design
Doug Roerden
Doug Roerden
User Experience Vice President
Fidelity Investments
Stacey  Messier
Stacey Messier

Liberty Mutual
R. Henry  Capps, Jr MD FAAFP
R. Henry Capps, Jr MD FAAFP
SVP and COO Physician Network
Novant Health
Claire-Juliette  Beale
Claire-Juliette Beale
Customer Experience Lead
Laurie Buczek
Laurie Buczek
Director of Customer Engagement and Environment
Barbie Fink
Barbie Fink
CCXP, Director, Customer & Employee Experience
Adobe Systems
Michelle  Musgrove
Michelle Musgrove
Vice President, Customer Experience Strategy & Governance
Elias Hadaya
Elias Hadaya
Vice President of Customer Experience
World Vision
Elias is a focused marketing executive with over 18 years of experience in driving revenue growth in the not-for-profit, financial services and telecommunications industries.
As a results-oriented and analytical marketer, Elias has a strong track record for influencing and impacting companies’ business plans and results through the development and implementation of effective CRM and Analytics solutions.
Elias also has a background in database marketing strategies, coupled with the ability to build strong teams, which helps fulfill his organization’s mandate to attract, nurture, retain and win back valuable customers.
Elias has a seat on the Analytics & Insight Council at the CMA (Canadian Marketing Association) and also has a seat on the Board of the Christie Refugee Center( a non-for profit helping refugees in Canada).
Rhonda Basler
Rhonda Basler
Director, Customer Engagement
Rhonda Basler leads the customer engagement segment at Hallmark Business Connections. An avid business trend watcher and strategic thinker, her customer advocacy expertise stems from over 15 years experience in data-driven brand marketing. Rhonda started her career working in both inbound and outbound customer service contact centers. As the business-to-business unit of Hallmark Cards, Inc., Hallmark Business Connections leverages more than 100 years of Hallmark heritage, creativity and innovation in the business arena to provide meaningful, memorable and measurable solutions that strengthen business relationships with employees and customers.

Prior to her role with Hallmark Business Connections, Rhonda worked with numerous agencies and companies ranging from small businesses to the Fortune 500, achieving measurable marketing results by applying the latest direct marketing innovations and strategic insight. Rhonda specializes in many areas of customer marketing including strategic planning, direct marketing, cross-channel marketing, customer care and data analysis.

Rhonda’s true passion in business is data-driven business solutions because it offers a combination of analysis, creative, strategies and focuses on results. Rhonda is also passionate about new technologies in direct marketing, and integrating offline and online marketing for the greatest return on investment. 

Phil Wright
Phil Wright
World Wide Customer Experience Director
Jenny Tran
Jenny Tran
Creative Director, Global Brand Experience
Steve Meth
Steve Meth
Chief Experience Officer
Prime Healthcare
Bradly  J. Sax
Bradly J. Sax
Corporate Director, GuestPath®
Delaware North
Kristen Zavo
Kristen Zavo
Former Director Strategic Projects Eyecare, Luxottica
Martin  van der Merwe
Martin van der Merwe
VIP Marketing Services, Global Casino Operations
Carnival Corporation & PLC
Tabitha Dunn
Tabitha Dunn
Vice President, Customer Experience
Concur Technologies
Wendy  Haller
Wendy Haller
Red Rocks Credit Union
Melissa  Ferere
Melissa Ferere
Research and Strategy Lead, Insights and Design
Sam  Sherwin
Sam Sherwin
Senior Manager, Voice of Customer Insights
Andrea  M. Areskog
Andrea M. Areskog
Director, Business Operations and Patient Services
Novant Health
Adey  Betre
Adey Betre
Patient Experience Manager
The Johns Hopkins Hospital
Sierra Schwidder
Senior Customer Experience Manager
Mark  Smith
Mark Smith
Senior Design Lead– CX
Cheryl  Chisholm
Cheryl Chisholm
Service Excellence Executive Program Director, Patient Experience Market Director
Banner Health
Jennifer  Knecht
Jennifer Knecht
Vice President of Marketing & Communication
Immanuel Senior Living
Nan Bacon
Nan Bacon
Brand And Consumer Engagement Manager
Shawnee Mission Health
Katrina  Schiedemeyer
Katrina Schiedemeyer
Senior Manager, Global Quality and Continuous Improvement
Oshkosh Corporation
Jill  Lengre
Jill Lengre
CCXP, Senior Manager, Customer and Employee Experience Strategy
Jared  Petersen
Jared Petersen
Senior Manager of Global Customer Service
Cecelia  James
Cecelia James
Director, VoC
Angela Maiers
Angela Maiers
Janis Avila
Janis Avila
Customer & Employee Experience Leader
Former Managing Director, Residential Lending Client Experience, Union Bank
Janis Avila is a leader in Customer and Employee Experience. Ms. Avila most recently served as Managing Director, Customer Experience for Union Bank’s Residential Lending Division overseeing customer experience strategy. She received her Bachelor’s degree in International Business from San Diego State University and recently completed the Customer-Focused Innovation Executive Program at Stanford University’s Graduate School of Business and Design School ( Her career spans several industries. She served in leadership roles at companies such as Union Bank, AMN Healthcare, Ericsson Wireless, MGM Studios and Univision Communications. She has been recognized for her contributions as a top performer and thought-leader. Janis is a regular speaker/presenter for Worldwide Business Research (WBR) including the Next Generation Customer Experience Conference (NGCX). Additionally, she recently joined the advisory board for WBR’s NGCX 2018 conference. She is a member of the Customer Experience Professional Association (CXPA). Her community contributions include Jr. Achievement, Communities In Schools, Nonprofit Management Solutions and serving on the Board of Girls Inc. San Diego. She resides in San Diego and can be reached at: LinkedIn:
Bill Albert
Bill Albert
Executive Director, User Experience Center
Bentley University

Bill is the Executive Director of the User Experience Center at Bentley University and also teaches in the UX graduate program at Bentley. He is co-author of two UX books: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics and Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies. He is Co-Editor in Chief of the Journal of Usability Studies, and loves to bridge academic research and the practice of UX.

Twitter: @UXMetrics

Steve Piehl
Steve Piehl
Authentic CX
Christine Rimer
Christine Rimer
Senior Director, Product Operations

 With over twenty years of experience as a senior operations and customer success leader in Silicon Valley, Christine Rimer focuses on scaling SurveyMonkey’s customer-centric, high-performing Product & Engineering Organization. As the Senior Director of Product Operations, Christine leads the Program Management Office, the Voice of Customer, Knowledge Base and Business Intelligence teams.


Prior to SurveyMonkey, Christine was the Professional Services leader at Digital Insight focused on delivering a world-class customer experience to thousands of  financial institutions. She scaled the professional services team to successfully complete two thousand projects a year with a world class +50 Net Promoter Score. Before Digital Insight, Christine helped lead customer success and operations at Intuit’s digital banking, healthcare, and small business divisions.


In addition, Christine has successfully built and managed large, complex enterprise systems and programs including data centers, eCommerce, data warehouse and billing for Intuit, NCR, Macromedia and startups.


Christine’s cross-functional collaboration, customer-focused leadership, enterprise systems experience and commitment to measurable outcomes makes her a unique advisor for SurveyMonkey CX, the new customer experience platform that helps businesses turn customer insights into action. 

Kathleen Jezierski
Kathleen Jezierski
President & Chief Operating Officer
Dr. Narjès  Boufaden
Dr. Narjès Boufaden
Eric Feinberg
Eric Feinberg
VP of Marketing
Mahesh Ram
Mahesh Ram
Peter Finter
Peter Finter
Senior Vice President, Chief Marketing Officer
Dave  Carruthers
Dave Carruthers
CEO and Founder
Elizabeth Robillard
Elizabeth Robillard
Event Director
Worldwide Business Research
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a roster of 40-50 industry leading speakers for each program, working with our marketing team to write effective copy for all outbound marketing messages, coordinating with sales and logistics teams to ensure the best possible onsite experience and prepping for and running the live event. Most recently, she has taken over conference production for WBR’s customer experience vertical, which includes planning and executing the flagship event Next Generation Customer Experience- a cross industry event that attracts 400 CX practitioners yearly. Prior to serving as event director, Elizabeth was assisting the events department with industry research and planning and executing industry webinars for WBR Digital. She currently lives in New York City.

We're already at work booking an industry-leading roster of speakers for 2017 - keep an eye on this page for updates.

If you would be interested in being a part of NGCX, we would love to hear from you.

Click Here to view the list of speakers from our 2016 event.