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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

Live Ventures Greg Cannon

Greg Cannon

Chief Marketing Officer, Live Ventures

Live Ventures Greg Cannon

Greg Cannon

Chief Marketing Officer, Live Ventures

Chris Wogas, 911 memorial and Museum

Chris Wogas

Senior Vice President, Visitor Experience, National September 11 Memorial & Museum

Chris Wogas, 911 memorial and Museum

Chris Wogas

Senior Vice President, Visitor Experience, National September 11 Memorial & Museum

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

Tamar Cohen, Zoetis

Tamar Cohen.

VP, Customer Excellence, Zoetis

Tamar Cohen, Zoetis

Tamar Cohen.

VP, Customer Excellence, Zoetis

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

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

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

Richard Charette

Richard Charette

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

Richard Charette

Richard Charette

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

Richard Charette is currently an Associate Vice President for the Wells Fargo Digital Experience Design (DXD) group and leads the Product Design Community of Practice. He was previously the co-leader of Wells Fargo’s Sales Experience Team responsible for the design of Wells Fargo’s public site including the application and fulfillment experiences of Wells Fargo products. With over 25 years of industry experience, he has lead experience design teams for brands like SAP, Cisco, Tesla, and Microsoft.

Richard started his career as a software engineer and founded Equisoft, a company specialized in the design and delivery of life insurance and wealth management solutions. After spending several years leading development teams, he focused his career on the delivery of great experiences by joining exceptional digital agencies like Scient and Organic, and being part of the adventure of Microsoft’s Studio 415 in San Francisco.

Richard is a passionate agilist and obsessed with high performing teams. Richard is a true citizen of the world as he spent his youth between Canada and Europe, and worked on 5 different continents. Richard is an accomplished Great Highland bagpipe player, an avid Brazilian jiu-jitsu grappler, and has a passion for learning. He is a graduate from the Ecole Polytechnique de Montreal and served as an officer with the Canadian Armed Forces

 

 

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

Former Global Chief Customer Officer, Johnson & Johnson

Chester Twigg, Johnson & Johnson

Chester Twigg

Former 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

Real leads experience research on the Trust Defense team at Airbnb where he builds user-focused design solutions for guests, hosts, CX and Safety agents and local communities in the areas of Offline Risk and Monetary Risk. 

Prior to Airbnb, he helped stand up the research program in AT&T’s newly formed Design Technology group at the company’s headquarters in Dallas.  He is the founder of two tech startups and holds a doctorate in Cognitive Psychology from the University of Illinois at Chicago.  For more than 15 years he’s leveraged his research expertise to enhance the way people interact with materials and systems in the world around them.

 

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

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

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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