This intensive 2 day workshop summit provides attendees a chance to dive deep into multiple Customer & User Experience topics. Each day begins and ends with a strategic and motivational keynote with deep dive, 2-3 hour intense, interactive workshops in-between that allow attendees to not only learn new strategies, but actually create, strategize and formulate frameworks, plans and actionable solutions to bring to their organization. Everyone at the summit will be involved in extensive dialogue and walk away with valuable information, personal growth and useful resources and connections.
We pride ourselves in providing an unmatched learning atmosphere free of exhibitors or software vendors pushing their products allowing attendees to focus on methodology, best practices and strategy that can work within their organization, industry and department. The high level of attendee/speaker collaboration and engagement at the intensive summit truly makes this a unique and favorable offering.
Attendees from a wide range of industry and functional backgrounds make it a goal to attend our educational offerings every year. This broad makeup provides exceptional networking opportunities to enhance attendees’ experience at the event, as well as building lasting relationships for continued learning well into the future.
Below is a working schedule of topics and learning objectives at the summit. Attendees are able to attend any session they wish.
View PDF Agenda / Event Brochure
Past JPK Group CX/UX presenters include:
Roy Barnes – President Blue Space Consulting; Customer Experience and Performance Management Expert; Former SVP at Marriott Vacation Club International; Author of “Customer Experience 365”Roy has more than 25 years of experience leading work teams and delivering world class results in both the profit and non-profit sectors. During Roy's executive committee role at Marriott Vacation Club International, the company's revenue grew from $400M to $2.5B over six years. As Senior Vice President for Customer Experience Development, Roy managed the introduction and execution of multiple process and strategy management tools that focused MVCI on building a sustainable operating and strategic infrastructure. In the non-profit sector, Roy helped several of the nation's oldest conservation organizations with operation and development strategic planning, leadership team alignment and goal setting. Visit LinkedIn for more detailed experience and professional profile on Roy.
Jim Nieters – Co-founder and Chief UX Strategist at Experience OutcomesJim Nieters is Chief User Experience Strategist at Experience Outcomes, where he works with startups to Fortune 500 companies to help them become #1 by differentiating on the experience. Jim was most recently a Senior VP of Customer Engagement at Monaker Group, and has been an executive at HP, Yahoo!, and Cisco, and an advisor to numerous startups. Jim chooses to work with brilliant clients to unlock their unbounded potential by helping them envision and design experiences that disrupt markets. Jim designs total end-to-end experiences that engage users emotionally and monetize. He also works with clients to assess their ability to lead on the experience and helps them become extraordinary. Jim has been leading rapid design labs since 2000. He has taught over a thousand people at leading conferences and companies how to lead Rapid Design Labs to promote innovation and collaboration in their own companies.
Raj Sivasubramanian – Director, Customer Experience Consulting Services at VerintRaj currently works as Director, Customer Experience Consulting Services at Verint and is a former Senior Manager in the Global Customer Insights team at eBay. Over the last few years at eBay, he has been focused on enhancing eBay’s VoC programs by driving a shift from trending metrics to delivering actionable insights used to improve the customer experience. Prior to eBay, Raj was a consultant advising clients on various aspects of developing customer insights capabilities. Raj has worked across multiple industries in a variety of sales, marketing, consulting, and CX roles and the one constant throughout his career has been his passion for delivering great customer experiences. Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.
Gary Angel – CEO at Digital MortarWidely considered one of the leading digital measurement experts in the world, Gary recently launched a new venture focusing on digital analytics tracking and strategies in the physical retail space. He previously led EY’s Digital Analytics Practice from 2013-2016. EY acquired Gary’s previous company – Semphonic – in March of 2013. As Semphonic’s President and co-Founder, Gary led Semphonic’s growth over a 15 year period from a 2-person practice to the one of the leading digital analytics practices in the United States. Voted the most Influential Industry Contributor by the Digital Analytics Association in 2012, Gary writes an influential blog (http://semphonic.blogs.com/semangel), has published more than twenty whitepapers on advanced digital analytics practice and is a frequent speaker at industry events.
Brian Winters – Design Research Lead at InzovuKnown as “Captain Empathy”, Brian Winters is a customer experience researcher and strategist with two decades of experience in understanding people. He has worked with start-ups to Fortune 500 firms and organizations designed for social good.
Brian helps his clients to develop organizational empathy for their customers and cross-collaborate to drive innovation in the customer experience. He also teaches design team maturity and research skills to CX teams of all sizes.
Jane Riad – Senior Manager, Listening Services Center of Excellence at Cisco SystemsJane is a seasoned professional driven by passion for achieving excellence in the customer experience. Brining more than 20 years experience leading customer-focused teams to exceed customer expectations. She currently is Senior Manager, Listening Services Center of Excellence at Cisco Systems where she is the global leader responsible for Cisco's customer and partner listening strategy, leading a team of customer experience professionals who translate the voice of customers, channel partners, and employees into actionable insights that drive revenue growth, enable quality improvements, and increase customer loyalty.
John Mosch – Senior Manager, Market Intelligence & Marketing Analytics at Cisco SystemsJohn Mosch manages the development and global implementation of analytic initiatives for Cisco Systems. He is part of the Advanced Analytics team within Marketing. John’s background is leading cross organizational and cross functional efforts to use large data sets to answer business questions and make business decisions. His current work involves integrating analytic results directly into Marketing and Sales planning processes.
John is a graduate of the Tepper School of Business with an emphasis in quantitative analysis, marketing, and strategy. He also holds certifications in project management and Six Sigma process management.
Justin Zaks – Founder at Method GarageJustin brings a unique perspective to customer experience design due to a deep background across many disciplines including psychology, product management, marketing, human resources and customer insights. He is considered an expert in a variety of innovation methods such as design thinking, journey mapping, lean and agile - often referenced by top thought leadership firms like Forrester. In addition to his responsibilities as co-founder of Method Garage, Justin mentors startups at Boomtown Accelerator and is a member of the d.global initiative centered in Boulder, CO.
Kuntal Goradia – Head of Customer Experience Analytics and Insights at PayPalKuntal Goradia serves as the Head of Customer Experience Analytics and Experimentation at PayPal. Prior to that she founded ZD Analytics, a consulting firm specialized in building analytics insights and platforms for various leading companies in retail, travel, ticketing, education, financial industries. She has track record of building data products, creating business value and better user experience using data driven insights.
Attendee Participation Rates
Early registration and group discounts below:
||Early Registration Rates Until 4/30/18