CX Impact Summit
A 2020 Virtual Event | On-Demand
How to Adapt & Influence Customer Experience in the New Normal
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Excel in the New Normal
There’s no question that customer needs have changed drastically over the past 6 months, and companies must quickly adapt and pivot their strategies in order to survive and thrive in this new normal.
At our inaugural event for organizations focused on customer experience, we explored this unprecedented opportunity for CX leaders to drive impact—and shared how you can help steer your organization to success by elevating the Voice of the Customer and connecting cross-functional teams with actionable insights.
What You Can Expect
Join thousands of cross-functional leaders and experts as we examine how to use customer feedback to successfully adapt and influence customer experience in the new normal. You’ll learn how to support your customers in these challenging times, strengthen your cross-functional partnerships, and drive meaningful change for your organization in service of your customers. From expert thought leadership panels to best practices and hands-on learning, CX Impact Summit has something for any professional who cares about improving customer experience.
Keynote Sessions
Join us for an inside look at how executives are thinking about CX in the new normal, expert tips from a world-class panel of CX influencers, and an exclusive unveiling of SurveyMonkey’s new solutions for CX.
Opening Keynote
Why Diverse and Inclusive Businesses Will Win in 2021 and Beyond
Watch videoEvents in 2020 exposed the fact that we don’t live in an equitable society. To remain viable, businesses need to demonstrate that they welcome all customers and employees, no matter their backgrounds. And that starts by fostering a diverse and inclusive workplace. Join CNBC Journalist Courtney Connley in a discussion with SurveyMonkey CEO Zander Lurie, PagerDuty CEO Jennifer Tejada, and the Wharton School at the University of Pennsylvania Dean Erika James, about diversity, equity, and inclusion in the workplace and how that impacts the customer experience their brands provide.
Speakers:
Zander Lurie
CEO,
SurveyMonkey
Zander Lurie is CEO of SurveyMonkey and serves on its board of directors, which he has been a part of since 2009. Previously, he was Senior Vice President of Entertainment at GoPro.
Erika James
Dean,
the Wharton School at the University of Pennsylvania
Erika James is Dean of the Wharton School at the University of Pennsylvania. An award-winning educator, Erika is a leading expert in crisis leadership, workplace diversity and management strategy, and a respected mentor who has paved the way for women leaders.
Jennifer Tejada
CEO,
PagerDuty
Jennifer Tejada is CEO and Chairperson of PagerDuty. She brings to her role 25 years of unique experience, spanning mass consumer products to disruptive cloud and software solutions.
Moderator:
Courtney Connley
Journalist,
CNBC
Courtney Connley (Session Moderator) is an award-winning journalist and careers reporter for CNBC Make It. She was previously a reporter at ABC News and Black Enterprise magazine.
Product Keynote
Introducing the GetFeedback CX Platform
Watch videoHear from our product leaders about what's next for SurveyMonkey's new CX solution, GetFeedback, and how leading brands, like YETI and BRP are making customer experience a differentiator this year. Get a sneak peek at what's new and how you can start leveraging new capabilities to get insights faster and improve your customer experience.
Speakers:
Christine Rimer
VP CX & Customer Advocacy,
SurveyMonkey
Christine Rimer is a seasoned executive with a unique blend of product marketing, customer success, and enterprise systems experience leveraged to lead high-performing, cross-functional teams to deliver world-class customer experiences. As the Vice President of Customer Experience and Advocacy, Christine leads SurveyMonkey’s customer experience program, community and thought leadership as well as customer advocacy efforts to drive self-service and sales-assisted growth and innovation.
Matthew Cordasco
VP Product Management,
SurveyMonkey
Matthew Cordasco has been at the intersection of product management, design and technology for over 15 years. He has a passion for scaling businesses, team-building, IP creation, cooperation, and bringing dazzling products to market through servant leadership.
Sateja Parulekar
Head of Product Marketing,
GetFeedback by SurveyMonkey
Sateja Parulekar currently leads Product Marketing for GetFeedback by SurveyMonkey. She has over a decade of experience working to help companies connect with their customers and employees through SaaS technologies including customer experience, customer service, marketing automation, and mobile products.
Myshka Sansoin
Customer Advocacy,
BRP
Myskha Sansoin has been a CX evangelist for over a decade and has been running VoC programs at BRP since 2014. She is passionate about customer experience best practices and helping others master them. As a CX leader, she collaborates cross-functionally to create customer-focused organizations that drive profitable growth.
Stephanie Stafford
Director of Customer Experience,
YETI
Stephanie Stafford has successfully expanded and grown her leadership career at YETI since 2013 across multiple business functions, including Sales and Customer Experience. As a CX leader at YETI, Stephanie is focused on streamlining the experience across all support interactions.
CX Experts Panel
How to Lead During Extraordinary Times: A Conversation with CX Experts
Watch videoGet the answers to some of the toughest questions around the pandemic’s impact on customer experience from the greatest minds in the industry. Annette Franz, Dan Gingiss, Charlene Li, Jeannie Walters, and Myra Golden, will open up about the biggest challenges businesses are facing today and how to overcome them. We’ll even discuss how to learn from this pandemic and emerge a better CX advocate.
Speakers:
Jeannie Walters
CCXP, CEO,
Experience Investigators™ by 360Connext
Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. She is a customer experience speaker, writer, and consultant with more than 20 years of experience in assisting all types of companies, including Fortune 500. Her mission is: To Create Fewer Ruined Days for Customers.™
Annette Franz
Founder & CEO,
CX Journey Inc.
Annette Franz is the founder and chief experience officer of CX Journey Inc. She’s got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience—so that, together, you can design a better experience for all constituents.
Dan Gingiss
CEO & Founder,
The Experience Maker
Dan Gingiss is an international keynote speaker and customer experience coach. His 20-year professional career consistently focused on delighting customers, spanning multiple disciplines including customer experience, marketing, social media and customer service. He held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana.
Charlene Li
Author & Founder,
Altimeter Group
Charlene Li is the author of six books, including the New York Times bestseller, Open Leadership and co-author of the critically acclaimed book, Groundswell. Her latest book is the bestseller The Disruption Mindset. She is the Founder and Senior Fellow at Altimeter, a disruptive analyst firm that was acquired in 2015 by Prophet.
Myra Golden
Founder, Customer Experience Designer,
Myra Golden Seminars
Myra Golden teaches frontline customer service professionals to create positive conversations with customers and de-escalates intense interactions.
Specialized Tracks
Take away best practices for collaborating effectively, gathering and taking action on feedback, and delivering an incredible customer experience.
Adapt or Bust: Strategies B2B and B2C Companies Can Adopt From Each Other
Session 1
Watch videoIn a crisis, CMOs need to adjust their marketing plans, adapt brand messaging and tone, and ensure their communications build trust rather than exploit. Keeping a close eye on customer feedback and sentiment is a crucial step to pivoting successfully. Whether you have millions of customers or a handful of high-value enterprise clients, we’ll share what B2B companies can learn from the B2C world—and vice versa.
Speakers:
Leela Srinivasan
CMO,
SurveyMonkey
Leela Srinivasan is CMO of SurveyMonkey and leads all marketing functions, including brand strategy, growth marketing, product marketing, and communications.
Chandar Pattabhiram
CMO,
Coupa
Chandar Pattabhiram is CMO of Coupa and is responsible for driving all aspects of global marketing, including strategic segment marketing, product marketing, and growth marketing.
Kenny Mitchell
CMO,
Snap
Kenny Mitchell is CMO of Snap and leads all consumer and product marketing programs. Snap brings creativity and new forms of self-expression to people all over the world.
Meagen Eisenberg
CMO,
TripActions
Meagen Eisenberg is CMO of TripActions, a corporate travel solutions provider. Meagen was previously CMO of MongoDB and VP of demand generation at DocuSign.
Delight or Disappoint: Marketing’s Opportunity in the New Normal
Session 2
Watch videoCustomer’s expectations continue to evolve, especially as we navigate COVID-19. So how do you stand out in a crowded marketplace during these unprecedented times? By creating memorable customer experiences that become your best marketing strategy. Join this session to get actionable insights on how you can identify your customer’s needs, and create remarkable experiences for them so they become your best marketers and salespeople.
Speakers:
Dan Gingiss
CEO & Founder,
The Experience Maker
Dan Gingiss is an international keynote speaker and customer experience coach. His 20-year professional career consistently focused on delighting customers, spanning multiple disciplines including customer experience, marketing, social media and customer service. He held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana.
Kristina Koller
Senior Demand Generation Manager,
SurveyMonkey
Kristina Koller is a Senior Demand Generation Manager at GetFeedback. She has over a decade of Marketing experience working with hyper-growth businesses in the Silicon Valley. She’s also a CX strategist and has consulted with dozens of brands like JetBlue, Zappos, and T-Mobile giving guidance around best practices and technologies to improve the digital customer experience.
Standing out with Proven Customer Engagement Strategies
Session 3
Watch videoIn this session, learn how feedback plays a critical role in customer engagement—especially during turbulent times. Join our session to learn how to weave feedback throughout the customer lifecycle to deliver business results and create a better customer experience.
Speakers:
Corrina Owens
Director of Marketing,
Profisee
Corrina Owens is the Director of Marketing at Profisee, a master data management solution that enables organizations to harness the ever-growing universe of data that is transforming the way in which we work and live. She has over nine years of experience in developing and leading content generation across multiple media platforms for premium brands within large and entrepreneurial settings.
Maggie Lin
Senior Product Marketing Manager,
SurveyMonkey
Maggie Lin is a Senior Product Marketing Manager at SurveyMonkey and supports the GetFeedback Platform, the leading customer experience solution for Salesforce that’s designed to power agile CX programs. Maggie has a background in tech across sales and marketing and has spent the last several years working on products in the Customer Experience space.
The One Thing Missing in Your eCommerce Strategy: Customer Feedback
Session 4
Watch video"While “total cost” is initially the top factor in deciding whether to buy from one company over another, “previous positive experience” is the number 1 cited factor in deciding to return to make a purchase on a website or mobile app. Learn how customer feedback allows you to stay ahead of the competition, even during unprecedented times.
Speakers:
Llara Geddes
Head of UX,
User Conversion
Llara is Head of UX at Manchester-based optimization consultancy User Conversion and has been in and around customer experience her whole working life. From working in customer service, then marketing and social media at schuh, to falling into UX with a move agency side. She spent 4 years in agency in Edinburgh and Manchester, before moving in-house to be Head of UX at online cosmetics retailer Beauty Bay. In 2018, Llara returned to agency to join the User Conversion team.
She believes in UX living throughout an organization, taking in every part of the end customer journey (on- and offline) and considering internal users. She's also a believer in looking laterally to find talent within an organisation and is a supporter of promoting women and young people in tech. She's a STEM ambassador and was involved with Ladies that UX Manchester for nearly 4 years.
Nindi Kalsi
CX Expert,
SurveyMonkey
As CX Consultant at Usabilla by SurveyMonkey, Nindi works with enterprise brands and CX professionals across industries to become truly customer-centric by leveraging user feedback to drive actionable change and improve their digital experiences.
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