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Join us at CCO, Fall in October

Why Attend Chief Customer Officers & Influencers, Fall?

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Chief Customer Officers (CCO), Fall returns October 2019 with more fantastic discussion, knowledge, and networking for the customer-obsessed executive!

When we were conducting the research for CCO Fall, 2019 there was one clear desire that was present on each call; to possess a holistic view of the Customer. 

Silos come up in every industry and role – they do not discriminate; whether that originates from the CCO’s own team, or the company as a whole. 

With this holistic theme in mind, we have chosen to divide the agenda into three dominant sections. This has been done to provide three lenses onto the theme in question, providing the ability to break down the biggest industry challenges and interrogate them from multiple angles. 

Find out more about this year's event here. 

 

Unrivalled Networking

Senior-Level Attendees

Strategic Discussions

The Customer Experience Perspective

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Achieving the right mix of customer experience improvements, financial outcomes and future proofing customer service is no easy feat – but leaders can reap the rewards of being able to accomplish this. In our latest study we interviewed 100 C-level executives responsible for optimization of customer service within their organization. We wanted to better understand their current performance in delivering a superior customer experience. We look at way’s organizations are attempting to close service gaps, reiterating the importance of a collaborative, connected and proactive customer service approach, you can download the full report below.

Get Report

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2019 Advisory Board

Zaina Orbai, The RealReal

Zaina Orbai

Chief People Officer, The RealReal

Zaina Orbai, The RealReal

Zaina Orbai

Chief People Officer, The RealReal

Daniel Bausor, Featured Author

Daniel Bausor

Author and Co-Founder, The Customer Catalyst

Daniel Bausor, Featured Author

Daniel Bausor

Author and Co-Founder, The Customer Catalyst

Chris Adlard, Featured Author

Chris Adlard

Author and Co-Founder, The Customer Catalyst

Chris Adlard, Featured Author

Chris Adlard

Author and Co-Founder, The Customer Catalyst

Erica Marley, Microsoft

Erica Marley

Worldwide Leader, Customer & Field Engagement for Customer Service & Support, Microsoft

Erica Marley, Microsoft

Erica Marley

Worldwide Leader, Customer & Field Engagement for Customer Service & Support, Microsoft

Allison Paine Landers, Prudential

Allison Paine Landers

Head of Customer Experience, Workplace Solutions Group, Prudential Financial

Allison Paine Landers, Prudential

Allison Paine Landers

Head of Customer Experience, Workplace Solutions Group, Prudential Financial

Adrienne Guillory, Southwest Airlines

Adrienne Guillory

Senior Buissness Consultant, Human Centered Design Innovation, Southwest Airlines

Adrienne Guillory, Southwest Airlines

Adrienne Guillory

Senior Buissness Consultant, Human Centered Design Innovation, Southwest Airlines

Tamar Cohen, Zoetis

Tamar Cohen.

VP, Customer Excellence, Zoetis

Tamar Cohen, Zoetis

Tamar Cohen.

VP, Customer Excellence, Zoetis

Mamadou Sow, Transamerica

Mamadou Sow

Former SVP, Chief Digital Officer, Transamerica

Mamadou Sow, Transamerica

Mamadou Sow

Former SVP, Chief Digital Officer, Transamerica

Mark Smith, Kohl's

Mark Smith

Lead Designer, Manager of CX, Corporate, Kohl's

Mark Smith, Kohl's

Mark Smith

Lead Designer, Manager of CX, Corporate, Kohl's

Nina Jennings, HBO

Nina Jennings

Group Manager, UX Research Group - Digital Products, HBO

Nina Jennings, HBO

Nina Jennings

Group Manager, UX Research Group - Digital Products, HBO

Norris Scott, Nascar

Norris Scott

Former VP, Analytics and Insight, NASCAR

Norris Scott, Nascar

Norris Scott

Former VP, Analytics and Insight, NASCAR

Eric Luftig, Victaulic

Eric Luftig

VP, Head of Marketing, Victaulic

Eric Luftig, Victaulic

Eric Luftig

VP, Head of Marketing, Victaulic

Simon Hunt, Manulife

Simon Hunt

VP Strategy & Design, Customer Experience, Canadian Division, Manulife Financial

Simon Hunt, Manulife

Simon Hunt

VP Strategy & Design, Customer Experience, Canadian Division, Manulife Financial

Calvin St Juste, Morgan Stanley

Calvin St Juste

Chief Operating Officer of Global Fraud, Morgan Stanley

Calvin St Juste, Morgan Stanley

Calvin St Juste

Chief Operating Officer of Global Fraud, Morgan Stanley

David Kepron, Marriot International (1)

David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands, Marriott International

David Kepron, Marriot International (1)

David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands, Marriott International

David Kepron is the Vice President of Design within the Global Design Strategies department at Marriott International. His focus is on the creation of compelling customer experiences within a unique group of Marriott brands called the “Premium Distinctive Brands” including: Renaissance, Westin, Le Meridien, Autograph Collection, Tribute Portfolio and Design Hotels. Kepron brings 20 years of retail design expertise to the making of meaningful customer connections at hotel properties around the globe. His multidisciplinary approach to design focuses on understanding consumer behavior and the creation of relevant brand experiences at the intersection of architecture, sociology, neuroscience and emerging digital technologies. For Kepron, the primary function of all customer experience design is to weave the customer’s innate physical and emotional responses to the environment with the brand story making remarkable moments that foster lasting connections. As a frequently requested speaker to retailers, hoteliers and design professionals nationally and internationally, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising as well as creativity and innovation. He has held teaching positions at New York’s Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore. David currently brings his creativity and insight on brand experiences to an international audience as a member of VMSD magazine’s Editorial Advisory Board and the Association for Retail Environments (A.R.E.) Dream Team. David also serves as an Emeritus Member of the Board of Directors of The Planning and Visual Education Partnership (P.A.V.E.). In addition, David also serves as a Board Member of the Interactive Customer Experience Association (ICXA) and Sign Research Foundation’s (SRF) Program Committee. David earned his BSc in Architecture and Bachelors of Architecture degrees from McGill University in Montreal, Quebec Canada. He is a member of the American Institute of Architects (AIA), The Retail Design Institute (RDI) and a LEED Accredited Professional (LEED®BD+C). In the fall of 2014 STMedia Group International published Kepron’s first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World.” David Also writes a popular blog called “Brain Food” which is published monthly on vmsd.com.
Michael Williams, NFL

Michael Williams.

President, NFL Experience, National Football League

Michael Williams, NFL

Michael Williams.

President, NFL Experience, National Football League

Rich Wilson, Kimberly Clark Professional

Rich Wilson

Global CX Lead, Kimberly Clark Professional

Rich Wilson, Kimberly Clark Professional

Rich Wilson

Global CX Lead, Kimberly Clark Professional

Rich Wilson has 20 years of experience working with data, digital marketing and building CX best practices for major brands. As a Global Customer Experience Lead for Kimberly Clark Professional, Rich is responsible for building a worldwide strategy for building a global voice of customer program and identifying opportunities to enhance customer experiences through cross-functional SWAT teams. Prior to working with Kimberly Clark, Rich was Vice President of CX for the agency, BrightWave, where he oversaw critical data-driven communications initiatives for brands like Ferrari, Chick-fil-A, HD Supply and CarMax.

Ana Brant, Dorchester Collection

Ana Brant

Director, Global Guest Experience & Innovation, Dorchester Collection

Ana Brant, Dorchester Collection

Ana Brant

Director, Global Guest Experience & Innovation, Dorchester Collection

Ana Brant is a leading global luxury brand strategist and a Doctoral student at Pepperdine University. Ana starts with the relentless pursuit of relevant customer insights; validates them with the brand promise to determine fit; then builds the organizational requirements, human capital and implementation strategy. Unafraid to ruffle feathers, she routinely disrupts incremental change, engaging risk-takers, outsiders and rising stars in a swift journey from egocentric to customer-centric cultures. Brant's innovations in customer experience led to articles in the Harvard Business Review and many global awards. Passionate about learning, she spoke at prestigious universities such as Harvard, Cornell, Wharton, SciencesPo, École Hôtelière de Lausanne and various industry conferences. Ana holds a Bachelor’s of Science in Hotel & Resort Management and a Master’s of Science in Service Leadership & Innovation, both from the Rochester Institute of Technology in New York. At Cornell University she earned executive certifications in Strategic Leadership, Customer-Focused Product & Service Design, and Project Leadership. At Stanford University she earned the Innovation & Entrepreneurship Certificate. A native of Croatia, Ana holds dual citizenship. Based in Los Angeles she splits her time between North America and Europe. No matter where she is, her strategy for turning discerning customers into raving fans.
Ben Noble, Erie Insurance

Ben Noble

VP Experience, Erie Insurance

Ben Noble, Erie Insurance

Ben Noble

VP Experience, Erie Insurance

Crystal Collier, EA

Crystal Collier.

Former Head of Strategy, Programs and Insights, Electronic Arts

Crystal Collier, EA

Crystal Collier.

Former Head of Strategy, Programs and Insights, Electronic Arts

Bob Azman, CXPA

Bob Azman.

Chairperson, CXPA

Zack Hamilton, Aarons

Zack Hamilton.

Senior Director, Customer Centric Initiatives, Experience & Sales, Aaron's

Zack Hamilton, Aarons

Zack Hamilton.

Senior Director, Customer Centric Initiatives, Experience & Sales, Aaron's

Liliana Petrova, JetBlue

Liliana Petrova

Former Director, Customer Experience Programs, JetBlue Airways

Liliana Petrova, JetBlue

Liliana Petrova

Former Director, Customer Experience Programs, JetBlue Airways

Gabi Steele, WeWork

Gabi Steele

Project Lead - Data Visualization & Data Culture Engineer, WeWork

Gabi Steele, WeWork

Gabi Steele

Project Lead - Data Visualization & Data Culture Engineer, WeWork

Richard Charette, Wells Fargo

Richard Charette

Associate Vice President - Digital Experience Design (DXD) , Wells Fargo

Richard Charette, Wells Fargo

Richard Charette

Associate Vice President - Digital Experience Design (DXD) , Wells Fargo

Trina Uzee, Allstate

Trina Uzee

Executive Director of Creative and User Experience, Allstate

Trina Uzee, Allstate

Trina Uzee

Executive Director of Creative and User Experience, Allstate

Chester Twigg, Johnson & Johnson

Chester Twigg

Global Chief Customer Officer, Johnson & Johnson

Chester Twigg, Johnson & Johnson

Chester Twigg

Global Chief Customer Officer, Johnson & Johnson

Real Canty, Airbnb

Real Canty

Experience and Design Researcher, Airbnb

Real Canty, Airbnb

Real Canty

Experience and Design Researcher, Airbnb

Nick Allen, GE Healthcare

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Nick Allen, GE Healthcare

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Nick Allen began his career in 2005 as the founder and CEO of a network appliance startup company based out of Illinois Institute of Technology’s incubator program. Most recently, he served as the Director of Technology for GE Healthcare’s US Service division from 2012-15, and currently leads Design and User Experience for GE Healthcare’s $6B/yr Global Service business.

Nick has over 15 years of Lean Thinking, Six Sigma and Design Thinking experience, with influences from Stanford D School, IDEO, Menlo, and ShingiJutsu. Nick has shared his design journey and teachings with Fortune 500 companies, and thousands of designers as he speaks and performs workshops at many of the annual CX, DX, UX, and Medical Device conferences.

Nick is a collector and restorer of Vintage Computers (Apple1, Xerox Alto, etc), some of his works are in the Deutsches Museum, Xerox Museum, MOMA and the Computer Museum of America. Nick is the founder of schoolforhaiti.org, which is bringing world-class education to K-12 students in remote schools in Haiti. Nick loves spending time going on dates with his wife Becki, having family weekends with his 3 kids, and building new creations in his home laboratory (current project is a nuclear fusor).

“The Design process, like our solutions, should be beautiful, simple and intuitive. The solution should be less about the shiny object, and more about how it helps us create the perfect day for our customers.” –Nick Allen
Bob Buiaroski, Manulife

Bob Buiaroski

SVP Customer Experience, Manulife

Bob Buiaroski, Manulife

Bob Buiaroski

SVP Customer Experience, Manulife

Kirsty Traill, Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Kirsty Traill, Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Diane Magers, CXPA

Diane Magers

Interim CEO, Customer Experience Professionals Association

Diane Magers, CXPA

Diane Magers

Interim CEO, Customer Experience Professionals Association

Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders.  She believes that brands who win choose to focus on human and emotional elements of business.

 

Diane has over 25 years of building and growing Customer and Employee focus.  She is currently interim CEO for the Customer Experience Professionals Association.  Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement. In 2011, she founded Customer Experience Catalysts as a consultancy and thought leader for organizations who were launching or progressing customer and employee experience to grow their brand value.   She also developed and led Customer Engagement at Sysco Foods Corporation. 

Diane holds an M.S. in Psychology and an M.B.A. She is a Certified Customer Experience Professional (CCXP) and also holds NPS, VoC and CEM certifications.

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What people are saying about CCO, Fall

  • “I was pleased with the level of thought leadership at the show. Not many Conferences ensure senior level executive attend. Its a must for any CCO or CX executive leader.”

    Lorraine Schumacher, CX Evangelist, Clarabridge

  • “I've been doing CX for 13 years and it's pretty rare I feel I learn new things at conferences. I came back with six pages of notes! It was valuable and a good investment of my time. Thanks for inviting me!”

    Devon Westerholm, Director of Customer Advocacy, Dropbox

  • “If you only go to one conference this year, this is the one to attend, based on the sessions, best practice sharing, master class, and networking alone!”

    Sonji Aird–Mckenzie, Customer Experience Leader, Equifax

  • “Great conference, included a wide range of industries covering a variety of topics. I found the presenters very insightful and great opportunities for networking.”

    Jason Van Tassel, Director, Customer Experience Strategy and Design, Prudential

  • “Highly skilled attendance, combined with an engaging format, and carefully curated content made this event one of the best I’ve ever attended.”

    Clayton Costa, Head of Customer Experience, Turvo Inc

  • “Great learning opportunity from leaders in multiple industries and at different stages of their customer obsession transformation. Excellent range of topics and small enough setting for authentic connections. Looking forward to the next one.”

    Raphaelle Loren, Customer Experience Strategy Leader, Wells Fargo

Previous Partners Include:

  • Hi Res CEMOSoft
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  • CXPA20logo
  • SAP Logo
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  • logo_teal
  • WIRe_Logo - updated

Why invest your time?

CCO 1

C-Suite Focused Agenda

Hear perspectives from leading Chief Customer Officers as well as senior customer experience executives and validate your customer-centric strategic road-map, with case studies on transforming the value of customer experience initiatives into tangible business outcomes.

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CCO 2

Advanced Networking

Meet with over 130 leading Chief Customer Officers and CX leaders to broaden your professional networking, establishing lasting relationships which stretch beyond the confines of this 2 day conference. Exchange and share ideas with your peers in a non-competitive environment.

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CCO 3

Innovative CX Technology

Meet with creative and innovative software providers who are helping customer centric organizations excel through the adoption of cutting edge technology. Find the solution that could bring your organization the customer insight it needs to thrive.

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Save Your Seat at CCO Fall!

Don't miss out on your chance to join customer leaders this October 16-17
Book now to secure your spot!

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Global Forum Highlights

Broaden your knowledge and gain insights through experiences from leading companies excelling with customer experience programs. Learn how they have derived real business value and tangible outcomes through analytics.

Explore and examine the rise of the Chief Customer Officer and customer-centric leadership in more depth than ever before. Discuss strategies for building an analytically driven enterprise, defining the role of the Chief Customer Officer and where they should sit within your business, as well as tactics for demonstrating long term ROI for CX initiatives.

Be a part of the largest gathering of senior customer experience professionals and join in the evolving conversation at the CCO Fall!

Book Now