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Join us at CCO, Fall in October

Why Attend Chief Customer Officers, 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

Scaling Customer Service on Messaging Channels to Build the Organization of the Future

Front cover spread of our Adaptive Automation Study

Automation is transforming the customer service profession at a remarkable rate. So, we interviewed 100 Chief Customer Officers and Chief Experience Officers to discover how AI, bots and messaging platforms are changing the way they do business.

Claim your copy today to discover how your organization compares to the industry at large and where there are opportunities to refine your customer service program.

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6

2019 Advisory Board

Michael Williams

SVP, Operations,

Summit, One Vanderbilt

Michael Williams

SVP, Operations, Summit, One Vanderbilt

Michael Williams is a global leader with 20+ years of experience in running business and operations for world
class brands including Disney, NFL, NHL and Formula One. He is currently the Senior Vice President of
Operations at Summit, One Vanderbilt. 

One Vanderbilt’s Summit is establishing an industry-leading service standard 1,083 feet above the streets of
New York City. Summit redefines immersive experiences atop the iconic modern landmark and invites guests
to transcend their everyday existence and engage with space in a new way. Conceptualized as a “Central Park
in the Sky,” Summit One Vanderbilt asks guests to question their perception of the built environment, their
connection to nature and how they perceive themselves. Guests spiral upward through a series of
interconnected experiences, arriving finally to the open-air terrace where they can take in the breathtaking
views from 1,083 feet in the air. Adventurous guests can then take their journey to the next level on a first-ofits-kind thrill experience that brings visitors an additional 120 feet above the terrace. Williams is spearheading this innovative and engaging guest experience initiative, bringing his renowned creative, analytical, and process driven insight to this world class experience. His expertise in revenue and expense oversite for domestic and international entertainment businesses provides him with the background to oversee all activities of the strategy. Williams’ proven track record of dynamic and visionary strategies will ensure an immersive and memorable experience for every guest that ascends to the Summit.

Prior to Summit One Vanderbilt, Williams was the President of the NFL Experience. During his tenure with
this fully immersive fan engagement destination, he was charged with running general business operations,
establishing the brand position, and developing the continued long-term strategy for growing the NFL in North
America and throughout the world. 

Williams is widely acknowledged for developing and executing disruptive strategies that create impact. He has
garnered incomparable marketing success stories at some of the most recognizable sports, media and entertainment brands in the world, generating positive results with year over year gains for each of his
leadership roles.

Williams has served as CMO, Executive Vice President of Sales and Marketing with the Grand Prix of
America, Formula 1, CMO, Senior Vice President of Sales and Marketing for the National Hockey League’s
New Jersey Devils and Prudential Center, Vice President of Marketing for the San Francisco 49ers, and was
responsible for all sales and marketing for the Walt Disney Company’s Mighty Ducks of Anaheim.
Under his leadership, these brands saw improved customer satisfaction and increased revenue across all
business platforms. Additionally, during his tenure he oversaw the emergence of an expanded brand footprint
and the development of increased relevance amongst all key metrics.

Williams is a current board member for the North American CMO Council and the International Marketing
group “Peer 150”. He has been recognized for overall creative excellence with numerous national awards, has
taught as an adjunct professor at multiple universities, and is currently on the Leadership Council at Seton Hall
University. Additionally, Williams served on the boards of the Juvenile Diabetes Research Foundation, the
John Wooden Classic and the Special Olympics of Southern California.

Williams was most recently the President of the NFL Experience, a fully immersive fan engagement destination. There he was charged with running general business operations, establishing the brand position and developing the continued long-term strategy for growing the NFL in North America and around the globe.

Prior to his time with the NFL, Williams garnered incomparable marketing success stories with some of the top-tier sports, media and entertainment brands in the world,  generating positive results with year over year gains for each of his leadership roles. Williams served as CMO, Executive Vice President of Sales and Marketing with the Grand Prix of America, Formula 1,

CMO, Senior Vice President of Sales and Marketing for the National Hockey League’s New Jersey Devils and Prudential Center, Vice President of Marketing for the San Francisco 49ers, and was responsible for all sales and marketing for the Walt Disney Company’s Mighty Ducks of Anaheim.

With each role, the brand saw improved customer satisfaction and increased revenue across all business platforms under his influence. Additionally during his tenure, he oversaw the emergence of an expanded brand footprint and the development of increased relevance amongst all key metrics.

Earlier in his career Williams was a Partner with the global advertising agency J. Walter Thompson, where he managed a $60M annual portfolio for Ford Motor Company. He is a current board member for the North American CMO Council, the Governing Body for the New York CMO Collective and the International Marketing group “Peer 150”. He has been recognized for overall creative excellence with numerous national awards, has taught as an adjunct professor at multiple universities. Additionally, Williams served on the Juvenile Diabetes Research Foundation, the John Wooden Classic and the Special Olympics of Southern California boards as well.

Speaking at the following:

Liliana Petrova, JetBlue

Liliana Petrova

Former Director, Customer Experience Programs,

JetBlue Airways

Liliana Petrova, JetBlue

Liliana Petrova

Former Director, Customer Experience Programs, JetBlue Airways

Current: Owner The Petrova Experience

Speaking at the following:

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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:

  • CXPA
  • WIRe Logo

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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Are You a Chief Customer Officer or Other C-Suite Role?

We have a limited number of complimentary passes available to those Customer Experience leaders specifically in C-Suite roles or those leading the CX function within their organisations. To submit your profile for consideration please click the link below to apply.

Request A VIP Invitation

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 Your Seat