How Is Common Sense CX Different?

at CommonSense CX

You will be among 60 of your senior executive peers, not hundreds of middle managers.

at CommonSense CX

Sessions are interactive with topics driven by you and your peers. No ‘death by PowerPoint’ here.

at CommonSense CX

You can meet one-on-one with Product leaders from CX tech and service providers. No rushed meetings in a noisy hall.

REGISTER TO BE CONSIDERED FOR OUR NEXT EVENT

Why Common Sense CX?

CSCX19 is a private, invitation-only event for 60 of the industry’s most innovative and creative Customer Experience leaders can connect, discuss important issues and get business done.

CSCX19 is not a conference – it’s an executive peer group meeting, with content driven by our CX practitioner attendees and with high-impact networking sessions for CX leaders looking to change the trajectory of their business.

WHO SHOULD ATTEND?

CSCX19 has been designed specifically for senior leaders charting the course for CX in their companies. We invite a mix of decision makers actively looking for answers both their peers and our sponsors can solve. If you’ve been given ownership of CX and want hands-on best practices you can apply in your company, apply today for an invitation to attend.

We carefully research each prospective attendee before extending an invitation to attend. We cover conference fees, travel and lodging for qualified attendees!

CONFERENCE TIMELINE

The DRAKE ROOM

6:00 pm to 8:00 pm 
Cocktail Reception

Michigan Room
10:00 am to 10:50 am
(PANEL) Jeff Foley, Luminoso; Kate Kompelien, Avtex; Caroline Buckley, Ford Motor; Rob Russini, Hudson Heritage Federal Credit Union : Being Your Own Data Scientist in CX – Basic 1st Steps
11:00 am to 12:00 pm
(WAR STORIES) Rich Wilson, Kimberly-Clark Professional; Suzanne Kinney, Travelers; Lauren Kessler, Pentagon Federal Credit Union
12:00 pm to 12:50 pm
Lunch
1:00 pm to 1:45 pm
(WAR STORIES) Ann Schrader, Farm Credit Services of America; Shannon Kelly, Hawaiian Airlines; Marlena Labieniec, Canada Life
1:45 pm to 2:00 pm
Networking Break in the French Room
2:00 pm to 2:50 pm
(ROUNDTABLE) Chris Stark from TopBox : Building a Results-Driven Customer Experience Program
3:00 pm to 3:50 pm
(PANEL) Giles Bryan from ContactEngine, moderator: Brad Howe, Avtex; Georgetta Parisi, Aqua America, Andrew Song, Comcast, Marlena Labieniec, Canada Life: Operations driving CX: How internal engagement translates to improved customer experience.
4:00 pm to 5:00 pm
(WAR STORIES) Richard Charette, Wells Fargo; Mo Cheema, UPS; Karen Pascoe, Mastercard
Huron Room
10:00 am to 10:50 am
(PANEL) Roger Lee, Gridspace, Moderator; Brad Howe, Avtex; Megan Staggs, AIG, Alison Weisburger, Athena Health, Catherine Havasi, MIT Media Lab: How AI and Machine Learning are Transforming CX
11:00 am to 12:00 pm
(WAR STORIES) Brad Barrish,Sonos; Andrew Song, Comcast; Ann Foley, MetLife Auto & Home;
12:00 pm to 12:50 pm
Lunch
1:00 pm to 1:45 pm
(WAR STORIES) David Puente, Firstmark Credit Union; David Farris, EA Sports;
1:45 pm to 2:00 pm
Networking Break in the French Room
2:00 pm to 2:50 pm
(ROUNDTABLE) Ann Foley: How to get started with conversational commerce / two way text messaging for customer support...
3:00 pm to 3:50 pm
(PANEL) Kurt M. Schroeder, Avtex, moderator ; Christopher Stoll, Ciena; Shannon Kelly, Hawaiian Airlines: Pre- and Post Crisis CX Communication to minimize expected problems and re-establish trust after a surprise problem.
4:00 pm to 5:00 pm
(WAR STORIES) Peter Hartl, Shaw Communications; Marco Leon, UBS; Rob Russini, Hudson Heritage Federal Credit Union
Superior Room
10:00 am to 10:50 am
(PANEL) Kurt Schroeder, Avtex; Wendy Kincaid, Navient; Patrick C. Leary, Alliance Bernstein: How Customer Experience Feeds Customer Success
11:00 am to 12:00 pm
(WAR STORIES) Alissa Schultz,Schwans; Wendy Kincaid, Navient Solutions; Mark Magnusson, Cineplex Entertainment
12:00 pm to 12:50 pm
Lunch
1:00 pm to 1:45 pm
(WAR STORIES) Severn DeMott, Petco; Sabrina Sexton, Stanley Black & Decker; Suzanne Mehta, Cushman & Wakefield
1:45 pm to 2:00 pm
Networking Break in the French Room
2:00 pm to 2:50 pm
(ROUNDTABLE) Michael Romeri, Analytics2Go: Using AI to Drive Better CX Outcomes at Scale From Your Retail Locations
3:00 pm to 3:50 pm
(PANEL) Cory Davison, 4Xperience, Kate Kompelien, Avtex; Linh Lawler, Allstate, Melissa Lashyn, AirSprint, Nicolette Zaayman, CenturyLink: How to Create a Customer Experience Culture
4:00 pm to 5:00 pm
(WAR STORIES) Kathryne Rouse, Providence Health; Melinda Keith, Hunter Douglas; Michelle Buretta, Lenovo
French
8:45 am to 9:00 am
Event Welcome
9: 05 am to 9:55 am
AVTEX WORKSHOP
11:00 am to 12:00 pm
1:1 Meetings
12:00 pm to 12:50 pm
Lunch
1:00 pm to 2:00 pm
1:1 Meetings
1:45 pm to 2:00 pm
Networking Break in the French Room
4:00 pm to 7:00 pm
1:1 Meetings
5:30 pm to 7:00 pm
Cocktail Reception
Drake
8:00 am to 8:40 am
Breakfast
12:00 pm to 12:50 pm
Lunch
1:45 pm to 2:00 pm
Networking Break in the French Room
7:00 pm to 8:30 pm
Dinner
Michigan Room
09:20 am to 10:05 am
(ROUNDTABLE) Chris Stark from TopBox: Building a Results-Driven Customer Experience Program
10:10 am to 10:30 am
Networking Break in the French Room
10:30 am to 11:20 am
(PANEL) Chris Stark, TopBox, Moderator, Brad Howe, Avtex; Melinda Keith, Hunter Douglas, Suzanne Kinney, Travelers: Key Metrics to Ensure Your Customer Experience is Improving
Huron Room
09:20 am to 10:05 am
(ROUNDTABLE) Marco Leon, UBS: The 4D methodology to putting users first: Define, Design, Develop and Deliver
10:10 am to 10:30 am
Networking Break in the French Room
10:30 am to 11:20 am
(PANEL) Kurt M. Schroeder, Avtex, Moderator; Larry Goldman, AmberLeaf; Sabrina Sexton, Stanley Black & Decker; Chris Hansen, TGI Fridays: How Companies Use Digital Strategy to Drive CX Forward
Superior Room
09:20 am to 10:05 am
(ROUNDTABLE) Soumya Donkada, Unilever: The role of purpose led communication and technology (AI) in creating millennial / GenZ relevant brands and experiences
10:10 am to 10:30 am
Networking Break in the French Room
10:30 am to 11:20 am
(PANEL) Giles Bryan, ContactEngine, moderator: Kate Kompelien, Avtex; Karen Pascoe, MasterCard, Nicholas Zeisler HP: Building a World-Class CX team
French Room
8:50 am to 9:15 am
Keynote Address: Scaling your Voice of the Customer Insights Practice with AI; Catherine Havasi, MIT Media Lab
10:10 am to 10:30 am
Networking Break
11:30 am to 12:00 pm
Closing Keynote Address:
Are you ready to A.C.T.? CX, AI, Maturity Curve, Metrics, Brand Promise, Culture, and Human Experiences – a mouthful for sure! Now what? With six months remaining in 2019, what will you focus on when you head back to your organizations? Roger Lee, Customer Success Leader at Gridspace will provide his thoughts and actions on moving the needle within the areas of people, process, and technology.
Drake Room
8:00 am to 8:45 am
Breakfast
10:10 am to 10:30 am
Networking Break in the French Room

OUR SESSIONS FOCUS ON LATEST BEST PRACTICES IN CX

Speakers

Suzanne-Mehta,-Cushman-&-Wakefield

Suzanne Mehta

Chief Experience Officer, Cushman & Wakefield
Shannon Kelly, Hawaiian Airlines

Shannon Kelly

Sr. Director, IT Customer Experience at Hawaiian Airlines
Ali Ebrahimi

Ali Ebrahimi

Global Director of Customer Experience and Innovation, BBVA
COMMON SENSE CX SPEAKER

Melinda Keith

Sr. Director – Customer support, Hunter Douglas, Inc.
COMMON SENSE CX SPEAKER

Catherine Havasi

MIT Media Lab

Kurt Schroeder

Chief Experience Officer, Avtex
COMMON SENSE CX SPEAKER

Wendy Kincaid

VP - Web Strategy, Navient
COMMON SENSE CX SPEAKER

Georgetta Parisi

VP, Customer Operations, Aqua America
COMMON SENSE CX SPEAKER

Chris Underwood

Director of Customer Experience, Fitbit
COMMON SENSE CX SPEAKER

Alissa Schultz

Director of Customer and Consumer Experience, Schwan's Company
COMMON SENSE CX SPEAKER

Richelle Simmons

Head of Digital, Ameritas
COMMON SENSE CX SPEAKER

Linh Lawler

Director – Claims Customer Experience, Allstate
COMMON SENSE CX SPEAKER

Nicholas Zeisler

Director Customer Experience, HP
COMMON SENSE CX SPEAKER

Patrick Leary

VP, UX , AllianceBernstein
COMMON SENSE CX SPEAKER

Suzanne Kinney

Director - Customer experience, Travelers
COMMON SENSE CX SPEAKER

Jarrod Joplin

SVP, Experience Design Director, Bank of America
COMMON SENSE CX SPEAKER

Stephen Schroth

Head Digital Consumer Banking & Global Experience Design, Key Bank

Soumya Donkada

Head, Innovation & Strategy, Unilever

Christopher Stoll

Director – Customer Experience, Ciena

Francisco Lomparte

Head of Customer Experience Centre, BT

REGISTER TO BE CONSIDERED FOR OUR NEXT EVENT

LEARN FROM CX THOUGHT LEADERS AND DISRUPTIVE INNOVATORS

WHAT DO THOSE SESSION TYPES MEAN?

Panel sessionA panel of experts will discuss a topic, with feedback from practitioners
War storiesPractitioners will tell their stories of CX challenges overcome (or not)
Round tablePractitioner-driven discussion focusing on key challenges and concerns, moderated by an expert
Networking Meals
All meals and networking functions will be hosted on-site. These gatherings provide opportunities to build lasting business relationships
Business Meetings
Meet one-on-one with CX expert vendors based on your priorities

Primary Sponsors

AVTEX-LOGO
Luminoso
MIT Media Lab
topbox
GRIDSPACE
contactengine
Amberleaf
Digital Intelligence Platform | Quantum Metric

Networking Sponsors

4xperience
Content Bloom

Exclusive PR Partner

Apothecary Communications