CX Summit Spring 2021

Unconventional
Disrupting the Landscape with Human Ingenuity and Technology

Thriving in the new world calls for facing a new set of challenges: evolving customer demands, shifting business models, and a renewed business longevity mindset. Mike Serpan, SVP of Client Services, engages in a fireside chat with Chime’s Chief Operating Officer, Mark Troughton, and discovers how Chime continues to disrupt the business landscape. Find out how companies can grow exponentially through innovation in the context of human and tech partnerships.


Guardians of Tomorrow
Emerging Technologies in Trust & Safety and the Future of Content Moderation

Host: Phil Tomlinson, VP of Content Security

Panelists:

  • Corrine Pavlovic, VP of Trust & Safety
  • Charlotte Willner, Executive Director, T&S Professional Association
  • Michele Banko, Co-Founder and CTO, Sentropy Technologies 

The platforms we use every day have the influence and potential to shape the fabric of our world. Their approach to trust and safety can therefore have far-reaching implications for the health of the internet and society at large. In this session we will explore what the future of content moderation might look like, taking a look at some of the emerging technologies helping to keep both platforms and moderators safe.


From Challenge to Differentiator
A.I. for Enterprises and the Building Blocks of Data Management

Host: Sean Neighbors, SVP of Client Services

Panelists: 

  • Rana el Kaliouby, Author of “Girl Decoded”; CEO and Co-Founder, Affectiva
  • Andrey Shtylenko, Director for Artificial Intelligence & Machine Vision Engineering, Honeywell

AI and Machine Learning have become necessities to streamline processes, minimize redundancy, and maximize accuracy. While truly effective, this operational shift is never truly easy. How can companies develop a creative and fruitful collaboration with AI?  Listen to fellow business leaders as they share their journey from transforming AI roadblocks into AI differentiators.


At the Heart of CX
Converging People and Technology to Drive Digital CX Excellence

Host: Anca Van Assendelft, Sr. Director for Digital Customer Experience

Panelists:

  • Amanda Herson, Seed Investor, Founder Collective
  • Carey Willson, Sr. Director for Vendor Management, Chime
  • Sean Ellis, Director for Customer Care, Toast
  • Andrew Ullman, Senior Manager for Dasher Experience, DoorDash

With the rise of “smart technology,” we see more and more the importance of digital customer experience (DCX) in ushering holistic end-to-end customer experiences. In this session, we take a closer look at how that is manifested for a range of companies and teams. What lessons can we learn, watch-outs we must anticipate, and key considerations we should look for? And finally, how should we build digital CX with a strategy that integrates people and innovative tech?


Digital Innovation and Value Creation
A Human and Tech Approach in Facing a New World

Host: Manish Pandya, SVP for Digital

Panelists:

  • Tiffany Bova, Chief Growth Evangelist, Salesforce
  • Tamas Hevizi, Global Head – Private Equity, Automation, Anywhere
  • Jeffrey Burlin, Enterprise Innovation Director, Twilio

As economies start reopening, digital innovation presents the opportunity to further accelerate business growth. But for organizations with a people-first culture in particular, how does digital innovation generate value and create a win-win situation for all stakeholders?


The Infinite Game
Building and Transforming Organizations to Last

Optimist and multiple best-selling author, Simon Sinek, speaks with Rachel Lutz Guevara, VP of Global Wellness and Resiliency, in a moderated conversation about his book The Infinite Game and how it can help build and strengthen organizations.