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Talk Videos from 10th Annual CXS Summit

November 9 - 10, 2021. Online,
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23 Speakers
14 Talks
2 Days
7 Hours of content

About the Event

The 10th Annual CXS Summit features customer experience experts from North America’s most customer-centric brands. Discover how to create exceptional CX programs and:

  • Build lasting brand loyalty with transformative customer engagement initiatives.

  • Strike the perfect balance between high-touch and digital touchpoints.

  • Reduce consumer anxiety as customers transition back to in-person experiences.

Benchmark your programs against top brands, including Google, Johnson & Johnson, Air France –KLM, WestJet, Autodesk, Sun Life Financial, Brookfield Residential, Boston Marathon, BOLDERBoulder, McKesson Canada, ATB Financial and many more!


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Featured Speakers

Herbert Verschuren

VP Services, Customer Contact at Air France KLM
Herbert Verschuren is the VP Services for Customer Contact at KLM and Air France. In that role he is responsible for the servicing of the B2C, B2T and B2B customers around the world for the 2 airlines. This service is executed in 30 languages in all our service centers around the world, by engaged Assistants who are actually the voice of KLM and Air France. Before this role he was in charge of and the co-founder of the joint frequent flyer program Flying Blue. He holds a Masters degree in Economics from Erasmus University Rotterdam and Supply Chain Management from TIAS School for Business and Society.

Jon Yuill

Research and Insights Manager at WestJet
Jon Yuill brings 15 years of experience to his role at WestJet as Insights Manager where he has the privilege of leading a team of talented professionals responsible for voice of guest, voice of employee, brand, loyalty, and market research. Prior to joining WestJet, Jon held roles in research agencies, public sector and corporate settings. Jon holds a Bachelor of Sociology from the University of Lethbridge, Canada. When he’s not focused on actionable insights and business growth, Jon can be found in the Canadian Rockies mountain biking or nordic skiing with his wife and daughter.

Nikhil Jagtiani

CX, Digital Strategy, Marketing, CRM at Johnson & Johnson
Nik Jagtiani is a digital customer experience and marketing leader engaged in helping global brands grow via raising their digital IQ and transforming successfully to launch new digital products and services. He has spent over 12 years across industries leading Digital Strategy, CRM and Martech projects and building teams that deliver operational excellence. Nik made his first marketing conference presentation at a CIO Vancouver event in 2009 and continues to be connected to the US & Canadian marketing communities, especially mentoring and coaching early career professionals interested in the digital marketing space.

Lauren Proshan

Director Of Operations at Boston Athletic Association
Lauren Proshan joined the B.A.A. in 2018 as the Director of Operations. Lauren has an extensive background in large scale public events held Nationwide. With 20 years of event experience, she has brought to the B.A.A. a diverse view of organization, project development, and planning. While managing a direct team of seven, the Operations Team works to streamline workflows and communication between all groups within the B.A.A.

Mark Nadolny

Products Manager, Digital & Data at Canadian Olympic Committee
The master of anything and everything digital products. Currently responsible for championing the highest standard of implementation across all of Team Canada’s digital products, data, analytics and business intelligence programs.

Conlyn Glover

Strategic Partnerships, Mobile Acquisitions at Google
Conlyn Glover is a Senior Partner Development Manager focused on mobile apps. In his current role, Conlyn specializes in new business development and acquisitions for enterprise level publishers interested in app ad monetization platforms and networks. Conlyn has over 12 years of experience between Apple and Google, focused on creating seamless transformative customer sales journeys while driving results to exceed benchmark forecasts. He holds a BS in Business – Management and a BA in Communication from CSU Channel Islands, where he was the Business & Communications commencement speaker for the 2019 graduating class. As a youth, Conlyn w the USA in tennis and was lucky enough to compete at the Australian Open, French Open, and Wimbledon.
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This event brings together the biggest names in customer experience and provides them with leading solutions. It enables them to access strategically focused content in an environment conducive to forging lasting business partnerships.

Featured Sessions

November 9
November 10
Wolfgang Allisat
Chief Revenue Officer at Unbabel
+ 1 speaker
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2 072 ₽
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C$40

Fireside Chat: Best Practices in Transforming Your Multilingual Customer Support to Create the Best CX

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2 072 ₽
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Shannon Katschilo
General Manager & AVP of Sales at Medallia Canada
+ 1 speaker
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2 072 ₽
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Segmenting the Guest Journey: Building Moments that Matter

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Dan Shorrocks
Executive Vice President Business Development at Select Wines
+ 2 speakers
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Panel Discussion: Tips, Tricks and Breakthroughs for Keeping Your CX Program Relevant and Engaging

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Conlyn Glover
Strategic Partnerships, Mobile Acquisitions at Google
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2 072 ₽
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Key Success Strategies for Monetizing your Long-Term UX Program

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Kristi Gole
VP, Head of Transformation at Global Hotel Alliance
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Lessons Learned on Implementing a Customer Led Transformation That Builds Brand Loyalty

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Vijai Shankar
Vice President Product & Growth Marketing at Uniphore
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Delivering Next-Gen Customer Experiences At Scale

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Get access to videos

Access to all sessions of the Summit
Get access to all videos “Customer Experience Strategies Summit”
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