Keynote Speakers
Abhii Parakh
Vice President, Head of Enterprise Experience,
Prudential Financial
Hema Widhani
Chief Digital and Marketing Officer,
Prudential
Carolynn Smith
Vice President, Head of USB Service,
Prudential
Jill Pavlovich
Senior Vice-President of Digital Shopping Experiences,
Albertsons Companies
Jon Freier
President of Consumer Group,
T-Mobile
Ajay Kapoor
Global Director, Performance Driven Marketing,
General Motors
George Colony
CEO,
Forrester
J.P. Gownder
VP, Principal Analyst,
Forrester
Katy Tynan
VP, Principal Analyst,
Forrester
Dipanjan Chatterjee
Vice President, Principal Analyst,
Forrester
Judy Weader
Principal Analyst,
Forrester
Sharyn Leaver
Chief Research Officer,
Forrester
Audrey Chee-Read
Principal Analyst,
Forrester
Rick Parrish
VP, Research Director,
Forrester
Guest Speakers
Dr. Brita Andercheck
Chief Data Officer,
City of Dallas
Tarshena Armstrong
Director of Diversity Marketing & Development,
General Motors
Dr. Nicole Kendall Arrighi
Assistant Dean,
Tennessee State University
Charles Bates
Manager, Business Operations Services (BOS) Customer Care Group,
American Honda Finance Corporation (AHFC)
Abder Benghanem
Head of Global Marketing Operations,
General Motors
Vishal Bhalla
SVP, Chief Experience Officer,
Advocate Health
Mary Rose Bufalino
Head of Customer Loyalty for Canadian Personal & Business Banking,
Bank of Montreal
Jim Conner
Director of Operations,
Gant Travel
Missy Dunagan
Director, AI Strategy and Solutions,
tekcity.ai
Dwayne Francis
Sr Manager, CRM & Loyalty,
Curaleaf
Guy Friedel
Head of Creative Building,
Amazon Ads
Victoria Gnatoka
Customer Experience Manager,
Expedia
Tim Greulich
Managing Director,
Deloitte Digital
Maria Hokanson
EVP ‑ US & Canada Marketing,
Dairy Queen
Matt Hunt
CXO, VP Customer,
Blue Cross Blue Shield of Minnesota
Tom Hutchins
Vice President - Technology Governance, Strategy & Business Operations,
Tractor Supply
Kyle Johnson
President & CEO,
Lighthouse Works
Greg Kihlstrom
Consultant & Advisor,
The Agile Brand
Barbara Lincoln
Director of Customer Satisfaction & Integration,
Erie Insurance
Lauren Lovelady
Manager of UX Strategy,
Cracker Barrel
Aron Meyer
Portfolio Management | Digital Workplace Solutions,
Unisys
Cory Munchbach
Chief Executive Officer,
BlueConic
Aniket Navalkar
Vice President, Survey & Insights,
Advocate Health
Chima Ogbuokiri
Senior Vice President of Growth and Partner Marketing Strategy,
AMC Networks
Abhii Parakh
Vice President, Head of Enterprise Experience,
Prudential Financial
Julie Rickis
Head of Market Research,
MassMutual
Andy Rieger
Sr. CX Manager,
Hill’s Pet Nutrition
Phil Rubin
Founder & Principal,
Grey Space Matters
Todd Sale
Senior Vice President of Customer Experience,
Corpay
Kamilah Sanders
Founder/CEO,
Greater Than Equal®
Christie Sandoval
Senior Vice President, Customer Experience,
T-Mobile
Sulabh Saxena
Director of Technology,
AT&T
Tyler Saxey
Sr. Director OMNI Global VOC and Care Solutions,
Foot Locker
Zach Schendel
Head of Research,
DoorDash
Ryan Serpan
United States Head of Consumer Experience Consulting,
Blend 360
Kerry Sette
Vice President of Consumer Research and Insights,
Voya Financial
Reed Smith
Ardent Health,
Chief Consumer Officer
Sera Tanner
Customer Experience Director,
Delta Dental of New Jersey and Connecticut
Brad Thomas
Senior Customer Onboarding Program Manager,
Docusign
Naj Uddin
Senior Vice President & Chief Information Officer,
AARP
Chris Valleskey
Group Director, Creative Technology,
Eversana
Sanjay Venkatesh
VP of Marketing Technology,
Sony Corp of America
Heather Ward
Director of Marketing,
Hensel Phelps
Norm Yustin
Partner,
Russell Reynolds Associates
Forrester Speakers
Mo Allibhai
Senior Analyst,
Forrester
Max Ball
Principal Analyst,
Forrester
Gina Bhawalkar
Principal Analyst,
Forrester
Senem Guler Biyikli
Analyst,
Forrester
Fadjanie Cadet
Director, Diversity & Inclusion,
Forrester
Dipanjan Chatterjee
Vice President, Principal Analyst,
Forrester
Audrey Chee-Read
Principal Analyst,
Forrester
Katy Cobian
VP, Executive Partner,
Forrester
Emily Collins
VP, Research Director,
Forrester
George Colony
CEO,
Forrester
Rowan Curran
Principal Analyst,
Forrester
Su Doyle
Principal Analyst,
Forrester
Eric Epstein
VP, Executive Partner,
Forrester
Colleen Fazio
Senior Analyst,
Forrester
Chuck Gahun
Principal Analyst,
Forrester
Angelina Gennis
Principal Analyst,
Forrester
Melissa Gill
VP, CX Executive Partner • Executive Program,
Forrester
Michele Goetz
VP, Principal Analyst,
Forrester
J.P. Gownder
VP, Principal Analyst,
Forrester
Katerina Gryparis
VP, Executive Partner,
Forrester
Patrick Hayes
Product Manager, Certification,
Forrester
Kim Herrington
Senior Analyst,
Forrester
Kara Hoisington
Principal Consultant,
Forrester
Ian Jacobs
VP, Research Director,
Forrester
Pete Jacques
Principal Analyst,
Forrester
David Johnson
Principal Analyst,
Forrester
Keith Johnston
VP, Group Director,
Forrester
AJ Joplin
Senior Analyst,
Forrester
Aaron Katz
VP, Research Director,
Forrester
Zeid Khater
Analyst,
Forrester
Sucharita Kodali
VP, Principal Analyst,
Forrester
Nikhil Lai
Principal Analyst,
Forrester
Sharyn Leaver
Chief Research Officer,
Forrester
Jessica Liu
Principal Analyst,
Forrester
Stephanie Liu
Senior Analyst,
Forrester
Brigitte Majewski
VP, Research Director,
Forrester
Christina McAllister
Principal Analyst,
Forrester
Carter McCrory
VP, New Business Sales and Revenue Development,
Forrester
Mary Pilecki
VP, Principal Analyst,
Forrester
Mike Proulx
VP, Research Director,
Forrester
Brandon Purcell
VP, Principal Analyst,
Forrester
Jonathan Roberts
Senior Analyst,
Forrester
Ron Rogowski
VP, Executive Partner,
Forrester
Jen Sanning
Executive Partner,
Forrester
Rich Saunders
Senior Analyst,
Forrester
Joe Stanhope
VP, Principal Analyst,
Forrester
Fiona Swerdlow
VP, Research Director,
Forrester
David Truog
VP, Principal Analyst,
Forrester
Arielle Trzcinski
Principal Analyst,
Forrester
Shar VanBoskirk
VP, Principal Analyst,
Forrester
Peter Wannemacher
Principal Analyst,
Forrester
Rusty Warner
VP, Principal Analyst,
Forrester
Doug Washburn
VP, Research Products,
Forrester
Judy Weader
Principal Analyst,
Forrester
Julie Young
Senior Consultant,
Forrester
Case Study & Spotlight Speakers
Charles Bates
Manager, Business Operations Services (BOS) Customer Care Group,
American Honda Finance Corporation (AHFC)
Jim Conner
Director of Operations,
Gant Travel
Michelle Couture
Global Lead for Customer Experience Product Marketing,
Zoom
Kaitlen Elmore
Sr. Director, Voice of the Customer Programs,
Concentrix
Jeff Fettes
Founder,
IntouchCX
Simon Gough
VP Product Management,
Medallia
Tim Greulich
Managing Director,
Deloitte Digital
Victoria Harrell
Senior Product Marketing Manager, Customer Experience,
Medallia
Shelton Hook
Vice President of Applications & Solutions,
Carenet Health
Kyle Johnson
President & CEO,
Lighthouse Works
M.J. Johnson
Sr Director of Product Marketing,
CallMiner
Jim Katzman
Principal CX Strategy & Enablement,
InMoment
Brian Kavanaugh
Director, Global Field & Customer Marketing,
Bynder
Greg Kihlstrom
Consultant & Advisor,
The Agile Brand
Joel Knight
Head of Customer Success,
Calendly
Sofia Knutson
Senior Solutions Engineer,
SurveyMonkey
Claudia Lee
Sr.Product Manager,
Observe.AI
Lauren Lovelady
Manager of UX Strategy,
Cracker Barrel
Steve Loyka
Principal CX Advisor,
Medallia
Gina Massa
Sr. Director, Voice of the Customer Programs,
Concentrix
Holly McCann
Executive Vice President, Enterprise Sales,
Carenet Health
Brian McIntosh
Chief Consulting Officer,
BlastX Consulting
Aron Meyer
Portfolio Management | Digital Workplace Solutions,
Unisys
Deon Nicholas
Co-founder, CEO,
Forethought
Kristie O’Donnell
Director, Product Pre-Sales,
Nice
Milind Pansare
VP Product,
Observe.AI
Manesha Powar
Head of Product Management,
Qualtrics
Jack Pursley
Sr. Director, Voice of the Customer Programs,
Concentrix
Dustin Raney
Director of Identity Innovation,
Acxiom
Andy Rieger
Sr. CX Manager,
Hill’s Pet Nutrition
Amy Roberge
Head of Global CX Solutions Engineering,
Zoom
Brandon Sailors
Vice President, CX Strategic Accounts,
CSG
Todd Sale
Senior Vice President of Customer Experience,
Corpay
Irv Salisbury
Director of Solutions Architecture,
Fullstory
Lori Sarsfield
VP of Customer Success,
Fullstory
Sulabh Saxena
Director of Technology,
AT&T
Tyler Saxey
Sr. Director OMNI Global VOC and Care Solutions,
Foot Locker
Zach Schendel
Head of Research,
DoorDash
Jason Schoch
Pre-Sales Engineer,
NICE
Ryan Serpan
United States Head of Consumer Experience Consulting,
Blend 360
Phil Simpson
SVP Global Sales,
FullStory
Mark Smith
SVP of Customer Experience,
CSG
Hadley Spadaccini
Sr. Product Marketing Manager, AI & Analytics,
Medallia
Ryan Tamminga
SVP Product and Services,
Alchemer
Brad Thomas
Senior Customer Onboarding Program Manager,
Docusign
Sylvain Tremblay
Chief Revenue Officer,
Uniphore
Emily Walker
Head of Commercial Customer Success,
Fullstory
Chris Wallace
SVP, Global Growth,
IntouchCX
Heather Ward
Director of Marketing,
Hensel Phelps
Dave Warfield
Vice President of Sales for the Financial Services sector,
Acxiom
Brett Wiegl
SVP Product Management, AI,
Genesys
Jason Wolf
President,
Fullstory
Kelly Zunker
Conversational AI Consultant,
Cognigy
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