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.
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.
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.
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.
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.
Stephen Riley – Principal Consultant – Riley CX & DesignStephen Riley is a Sr. Director, Customer Experience Leader/UX Designer, visionary and strategist who leads talented cross functional teams through an effective discovery process to learn what matters most to customers, then works collaboratively to intentionally design effective and successful experiences that ensure a positive business outcome. He uses best in class methodologies designed to deepen the customer relationship identifying critical areas for improvement through the synthesis of quantitative and qualitative data into actionable insights; and engages teams in design thinking to improve decision making capabilities.
He brings over 20 years of experience in creating and delivering successful touch point solutions in the digital space to improve customer engagement, advocacy and loyalty, for multi-billion dollar, global eCommerce, marketing, logistic and infrastructure sites; accessed by and through multiple devices.
He has authored multiple corporate style guide documents to ensure global brand governance compliance. Company and client engagements include, Symantec, FedEx, Teleflora, Cooper Lighting, CNA Insurance, Citicorp and many others. He follows the Learn/Teach/Learn philosophy through a leadership success profile with the belief that quality is not anathema to profit; with an ‘Outside In’ customer mindset. A comfort zone is a great place, but nothing ever grows there. For fun, he’s in the editing phase of his first novel, a work of SciFi/fantasy, intended for young readers, and has a passion for fine wine.
Vicki Amon-Higa- Business Transformation at Amon-Higa & AssociatesVicki is a passionate and experienced change agent who partners with leaders to build organizations that deliver superb customer experiences. As an organizational catalyst, she facilitates cultural change and implements improvement methodologies that help businesses to extend relationships with customers and earn their deep and lasting loyalty.
Vicki engages employees to improve the end-to-end customer journey, while enhancing product and process quality. She helps organizations create sustainable change that benefits customers, employees, and investors alike.
For more than 30 years, Vicki has served as both an internal and external consultant. Her career began in the early 1980s studying Japan’s Quality movement. In the US, Asia and Europe, Vicki has worked in a range of industries including high technology, utilities, healthcare, software, construction, aerospace & defense, and entertainment. She has led teams across many functions, such as Quality, Project Management, Operations, HR, Merger Integration, Process Excellence and Customer Experience.
Vicki has a BA in Asian Studies from UC Santa Barbara and a Masters in International Management from the Thunderbird School of Global Management, Glendale, AZ.
She is a mother of four, married to her life partner, Peter Higa, and is a consummate volunteer. In 2009, she and Peter co-founded Animal Assisted Happiness, a non-profit organization that provides an opportunity for children with special needs to interact with animals and find their joy.
Saul Gurdus – Founder at Method GarageSaul’s superpower is his ability to marry human-centered design and business reality. With 19 years of corporate leadership, he knows what it takes to scale customer-focused innovation in the real world. Based in the San Francisco Bay Area, Saul works part time with Stanford’s d.school teaching executives design thinking, speaks regularly at customer experience conferences and writes for UX Magazine. He now brings cutting-edge design methods and lessons learned to companies pursuing their own customer-centered transformations.
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.