CX Impact Summit

A 2020 Virtual Event | On-Demand

How to Adapt & Influence Customer Experience in the New Normal

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Presented by:

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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.

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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

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Events 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 Laurie

Zander Lurie

CEO,

SurveyMonkey

Erika James

Erika James

Dean,

the Wharton School at the University of Pennsylvania

Jennifer Tejada

Jennifer Tejada

CEO,

PagerDuty

Moderator:

Courtney Connley

Courtney Connley

Journalist,

CNBC

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Product Keynote

Introducing the GetFeedback CX Platform

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Hear 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

Christine Rimer

VP CX & Customer Advocacy,

SurveyMonkey

Matthew Cordasco

Matthew Cordasco

VP Product Management,

SurveyMonkey

Sateja Parulekar

Sateja Parulekar

Head of Product Marketing,

GetFeedback by SurveyMonkey

Myskha Sansoin

Myshka Sansoin

Customer Advocacy,

BRP

Stephanie Stafford

Stephanie Stafford

Director of Customer Experience,

YETI

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CX Experts Panel

How to Lead During Extraordinary Times: A Conversation with CX Experts

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Get 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

Jeannie Walters

CCXP, CEO,

Experience Investigators™ by 360Connext

Annette Franz

Annette Franz

Founder & CEO,

CX Journey Inc.

Dan Gingiss

Dan Gingiss

CEO & Founder,

The Experience Maker

Charlene Li

Charlene Li

Author & Founder,

Altimeter Group

Myra Golden

Myra Golden

Founder, Customer Experience Designer,

Myra Golden Seminars

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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

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In 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

Leela Srinivasan

CMO,

SurveyMonkey

Chandar Pattabhiram

Chandar Pattabhiram

CMO,

Coupa

Kenny Mitchell

Kenny Mitchell

CMO,

Snap

Meagen Eisenberg

Meagen Eisenberg

CMO,

TripActions

Delight or Disappoint: Marketing’s Opportunity in the New Normal

Session 2

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Customer’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

Dan Gingiss

CEO & Founder,

The Experience Maker

Kristina Koller

Kristina Koller

Senior Demand Generation Manager,

SurveyMonkey

Standing out with Proven Customer Engagement Strategies

Session 3

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In 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

Corrina Owens

Director of Marketing,

Profisee

Maggie Lin

Maggie Lin

Senior Product Marketing Manager,

SurveyMonkey

The One Thing Missing in Your eCommerce Strategy: Customer Feedback

Session 4

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"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

Llara Geddes

Head of UX,

User Conversion

Nindi Kalsi

Nindi Kalsi

CX Expert,

SurveyMonkey

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