Sessions & Speakers

1:45pm - 3:15pm

[Workshop] The CX Loyalty Connection

Speaker

Paul Conder, Principal, Customer Experience Practice, Lenati LLC

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3:30pm - 5:00pm

[Workshop] The Importance of Engaging Your Most Loyal Customers

Speakers

Moshe Dabah, VP of Operations, Ruum American Kid’s Wear

Brad Marg, COO, Clutch

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9:00am - 9:50am

The Customer Experience: Creating Emotional Connections that Drive Financial Results - A Joint Perspective by Gallup and Loyalty360

Speakers

Jordan Katz, Senior Managing Consultant, Gallup

Mark Johnson, CEO & CMO, Loyalty360

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11:10am - 12:00pm
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1:30pm - 2:15pm

Scottrade and Understanding the Customer Journey:  When Segmentation Isn’t Enough

Speakers

Gina Bhawalkar, Assistant Vice President, User Experience & Accessibility, Scottrade

Lys Maitland, Senior User Experience Designer, EffectiveUI

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2:25pm - 3:10pm

Express on the Role of Customers in Omnichannel Strategy

Speakers

Jim Kaniaris, VP of Customer Experience, Express

Lonnie Mayne, President, InMoment

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3:40pm - 4:00pm
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8:35am - 9:20am

How Starbucks Builds a Better Customer Experience - in the Cafe, on your Phone and in your Car

Speakers

Alecia Craft, Director, Innovation, Testing and Drive Thru for Global Operations, Starbucks

Paul Conder, Principal, Customer Experience Practice, Lenati LLC

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9:30am - 10:15am

How to Enable Change in Customer (and Associate) Centricity

Speaker

Diane Magers, Customer Experience Executive, AT&T

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11:15am - 12:00pm

Increasing Brand Engagement Through Behavioral Economics

Speakers

Heather Beckel Luecke, Vice President, Brand & Marketing, United Way for Greater Austin

Christian Goy, Co-Founder & Managing Director, The Behavioral Science Lab

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