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Talk Videos from Digital Customer Experience 2021

February 10 - 11, 2021. Online,
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21 Speakers
16 Talks
2 Days
7 Hours of content

About the Event

Hosted in 2021, the 7th Annual Digital Customer Experience Strategies Summit brought together CX experts and leaders from all across the globe to exchange experiences and innovations as the world adapts to new business realities in light of the global pandemic. CX is more critical than ever to succeed in the competitive marketplace.
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Featured Speakers

Rajan Bansi

Head at RBC InvestEase
Accomplished leader with 20+ years of financial services experience that has included working directly with clients, leading global teams and launching and managing a business. I welcome the opportunity to expand my network with subject matter experts and reconnect with existing friends and colleagues.

Welcome invitations to discuss participation as a key note speaker or as a panelist on subjects related to digital investments and/or leadership, as well as media opportunities.

Jerri Helms

Vice President Digital Marketing and Analytics at HarperCollins Christian Publishing
erri leads a Marketing Operations team that exists to come alongside publishing & marketing teams to provide strategic guidance on digital marketing efforts towards the achievement of business objectives. Some of those areas of support include: digital marketing & advertising strategy, analytics/KPI analysis, SEO strategy, meta data optimization, content marketing, e-commerce program development, eMail marketing, Amazon SEO, Amazon PPC and social media management.

Alex Genov

Experienced customer research professional at Zappos
Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. He has over 15 years of relevant experience – 5 years of academic research and over 10 years of customer research in the software industry. Alex received his PhD in Experimental Social Psychology from Clark University. His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.

Colin Crowley

SVP, Customer Experience and Playwright at Albert
I am an experienced executive with a background in customer engagement, product management, communications, security studies/international relations, theater (playwriting especially), and not-for-profit fundraising and leadership. I studied history, political science, and national security at Northwestern University and Georgetown University and I have served as a researcher and editor at prestigious think-tanks in Washington DC. Transitioning to the business world, I spent six years working at the e-commerce giant TicketNetwork, finishing my career as AVP of Consumer Transactions, where I founded a department of 14 people whose purpose was to grow loyalty and retention among our key customers through specialized customer service. Following that, I served as the inaugural VP of Customer Experience at the fast-growing food tech company Freshly, where I built a customer service department of 350+ people, creating structures and procedures where none existed and building quality control standards to ensure best-in-class service for our customers. Currently, I’m SVP, Head of Customer Experience at the fintech company Albert. On a more personal level, I am a produced playwright who has been recognized in over 50 national and international playwriting contests and whose plays have been performed/produced across the United States (including simultaneously on both coasts). Specifically, my plays have been performed in Washington (state), New Jersey, Massachusetts, Vermont, Kentucky,

Rick Parrish

Vice President and Principal Analyst at Forrester Research
I conduct rigorous research to help organizations in both the private sector and government put customers at the center of everything they do, in order to create win-win situations for customers and organizations. I also coordinate Forrester's research on customer obsession.

Kamesh Moola

Digital Strategy Leader at Barclays
Business leader with over 14 years of experience in product, growth strategy, customer experience, transformation and strategic management consulting.
Product strategy and innovation in broker dealer operations, retail banking & wealth Management. I am interested in the digitization of banking functions from a customer onboarding and experience perspective.

Interested in AWS, technology strategy, cloud migration strategy, robotics process automation (RPA), technology impacts and assessments of artificial Intelligence & machine Learning.
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Featured Sessions

February 10
February 11
Alex Genov
Experienced customer research professional at Zappos
Available
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1 864 ₽
1 864 ₽
$29
$29
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A$43
A$43
£25
£25
C$39
C$39

Empathy and Engagement: Why Brands Must Focus on the Customer as a Person

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1 864 ₽
1 864 ₽
$29
$29
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A$43
A$43
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C$39
Dennis Wakabayashi
Global Innovation Advisor at Cemantica
+ 2 speakers
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1 864 ₽
1 864 ₽
$29
$29
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A$43
A$43
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C$39
C$39

Panel Discussion: Digital CX Lessons Learned from C-19: From Lockdown to Re-Opening

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1 864 ₽
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Daniel Rodriguez
Customer Service as Revenue Driver at Simplr
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1 864 ₽
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The Wisdom of the Data: How Digital CX Can Benefit from the Many

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1 864 ₽
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Jerri Helms
Vice President Digital Marketing and Analytics at HarperCollins Christian Publishing
+ 1 speaker
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Free
Free
Free
Free
Free
Free
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Free
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Free

Panel Discussion: The Role of Social Media in Building and Maintaining Effective Digital CX Programs

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Free
Free
Free
Free
Free
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Free
Nicholas Michel
Research & Customer Experience Manager at RR Donnelly
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1 864 ₽
1 864 ₽
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Creating a Digital CX Program that Addresses Customer Feelings

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1 864 ₽
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Seth Crawford
Senior Vice President and General Manager, Precision Ag & Digital at AGCO Corporation
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1 864 ₽
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Leadership and Team Building: Buy-In and the Strategic Execution of Digital CX

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