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Matt Bourne
Vice President, Digital Identity at Mastercard
behavior, best practice, brand, credit, customer experience, digital identity, information sensitivity, mastercard, mobile app, mobile web, omnichannel, point of sale, privacy, regulatory compliance, retail, shopping, signature, skype, touchpoint, usability, verification and validation, world wide web
Norrelle Goldring
Global Consultant at Ipsos
behavior, brand, content creation, customer experience, direct-to-consumer, hashtag, online and offline, online shopping, packaging and labeling, qr code, reality, recycling, retail, sales, shopping, siri, social media, streaming media, sustainability, taobao, touchpoint, waste, wechat
Jane Lattimore
Regional Service Line Leader, MSU APEC at Ipsos
behavior, brand, content creation, customer experience, direct-to-consumer, hashtag, online and offline, online shopping, packaging and labeling, qr code, reality, recycling, retail, sales, shopping, siri, social media, streaming media, sustainability, taobao, touchpoint, waste, wechat
Sarah Franklyn
Director of Sales Marketing at Impact Data
behavior, business, credit, credit card, facebook, financial transaction, goodwill (accounting), google, grab (company), insurance, linkedin, loyalty marketing, loyalty program, menu, news, nothing, online and offline, risk, search engine, search engine optimization, supply chain, touchpoint, user-generated content, utility
Simon Elsby
APAC Sales & Business Development Director at Exceedra
analytics, bank, brand, cannibalization (marketing), consumption (economics), customer experience, decision-making, evaluation, food, food bank, leadership, license, merchandising, price, pricing, retail, return on investment, revenue, sales, shopping, stock, supermarket, time, touchpoint
Jerri Helms
Vice President Digital Marketing and Analytics at HarperCollins Christian Publishing
advertising, amazon (company), analytics, bank, behavior, brand, capital one, chatbot, concept, conversation, cooperative, credibility, customer experience, customer relationship management, dashboard (business), decision-making, digital marketing, domino's pizza, education, expert, facebook, goal, goodreads, google ads, harpercollins, instagram, internal communications, leadership, long tail, marketing strategy, mobile app, online banking, personalization, pleasure, reason, sales, search engine optimization, social media, team, time, touchpoint, value proposition
Megan Merrick
Vice President Customer Experience at Happier Living
advertising, amazon (company), analytics, brand, chatbot, customer experience, customer relationship management, dashboard (business), expert, facebook, goodreads, google ads, harpercollins, instagram, internal communications, leadership, marketing strategy, pleasure, sales, search engine optimization, social media, team, touchpoint
Oliver Nono
Director, Enterprise Customer Success, AMER at Zendesk
accessibility, analytics, best practice, crowdsourcing, customer experience, customer service, end user, expert, goal, google, information, inquiry, inventory, mobile app, product lifecycle, qualitative research, retail, search engine, search engine optimization, self-service, strategy guide, touchpoint, trustpilot
Seth Crawford
Senior Vice President and General Manager, Precision Ag & Digital at AGCO Corporation
agricultural machinery, agriculture, brand, co-creation, computer, customer experience, customer satisfaction, downtime, empathy, farmer, feeling, fertilizer, goal, innovation, kwaito, microsoft windows, mind, over-the-air programming, pain, question, sales, telemetry, top-down and bottom-up design, touchpoint
Dennis Wakabayashi
Chief Collaboration Officer at WakabayasHI
amazon (company), attention, brand, conversation, courage, creativity, customer experience, design, distributed workforce, empathy, facebook, force, information, internet, logistics, mind, reason, ritual, self-reflection, supply chain, touchpoint, use case
Dan Maross
Chief Operating Officer at Sharesy
amazon (company), attention, brand, conversation, courage, creativity, customer experience, design, distributed workforce, empathy, facebook, force, information, internet, logistics, mind, reason, ritual, self-reflection, supply chain, touchpoint, use case
Heloise Ardley
Founder at School for Rebels
amazon (company), attention, brand, conversation, courage, creativity, customer experience, design, distributed workforce, empathy, facebook, force, information, internet, logistics, mind, reason, ritual, self-reflection, supply chain, touchpoint, use case
Mark Wanish
Digital Technology Executive at TIAA
adobe inc., brand, chatbot, cloud computing, concept, customer experience, customer relationship management, database, direct marketing, email, google play, mind, mindset, president's choice, president's choice financial, privacy law, programmer, retail, salesforce, sms, software , telecommunication, thought, touchpoint, value proposition
Ramzi Rahbani
VP of Product at ExperiencePoint
adobe inc., amusement park, brand, chatbot, cloud computing, competition, concept, culture, customer experience, customer relationship management, data, database, digital transformation, digitization, direct marketing, disneyland, email, empowerment, entertainment, goal, google play, innovation, leadership, learning, meaning of life, mind, mindset, nature, post-traumatic stress disorder, president's choice, president's choice financial, privacy law, programmer, question, resistor, retail, salesforce, sms, software , telecommunication, thought, touchpoint, value proposition
Tara Brady
Director of Member Experience at Affinity Federal Credit Union
analytics, automated teller machine, bank, brand, business, business intelligence, cash, chief operating officer, communication, credit, credit card, customer experience, dashboard (business), mobile banking, onboarding, online banking, sales, self-service, strategic planning, strategy, the onion, touchpoint, venmo
Caroline McKeon
Head of Digital and Customer Experience, GRM East (Asia) at Liberty Mutual Insurance
analytics, automated teller machine, bank, brand, business, business intelligence, cash, chief operating officer, communication, credit, credit card, customer experience, dashboard (business), mobile banking, onboarding, online banking, sales, self-service, strategic planning, strategy, the onion, touchpoint, venmo
Tricia Szurgot
Executive Leader at First Commonwealth Credit Union
analytics, automated teller machine, bank, brand, business, business intelligence, cash, chief operating officer, communication, credit, credit card, customer experience, dashboard (business), mobile banking, onboarding, online banking, sales, self-service, strategic planning, strategy, the onion, touchpoint, venmo
Shawn Phillips
Chief Technology Officer at Heart of the Customer
5g, 7-eleven, adobe inc., analytics, apple inc., automated teller machine, bank, bell, big data, brand, business, business intelligence, call centre, cash, chatbot, chief executive officer, chief operating officer, citibank, click-through rate, cloud computing, communication, concept, contactless payment, conversation, coretta scott king, credit, credit card, culture, customer, customer experience, customer relationship management, customer satisfaction, customer service, dashboard (business), database, digital transformation, direct marketing, email, empathy, employment, face, feeling, financial technology, financial transaction, goal, google play, happiness, interest, job satisfaction, know your customer, leadership, loan, loyalty program, market (economics), mentorship, mind, mindset, mobile app, mobile banking, money, money laundering, mortgage loan, motivation, net promoter, omnichannel, onboarding, online banking, online chat, organization, overtime, payment, president's choice, president's choice financial, privacy, privacy law, programmer, project management, regulatory compliance, research, retail, return on investment, sales, salesforce, self-service, shopping, shopping mall, sms, social distancing, software , startup company, strategic planning, strategy, supermarket, team, telecommunication, telecommuting, text messaging, text mining, the home depot, the onion, thought, time management, touchpoint, understanding, value proposition, venmo, walmart, web conferencing, webcam, wire transfer, youtube
Christine Berglund
Senior Director Data Experiences at Capital One
amazon (company), analytics, apple inc., bank, behavior, belief, brand, canadian imperial bank of commerce, capital one, cognition, concept, conversation, cooperative, credibility, credit card, customer experience, decision-making, design, design thinking, digital marketing, domino's pizza, education, feedback, future, goal, hindsight bias, incentive, innovation, leadership, long tail, mirror, mobile app, motivation, music, online banking, personalization, problem solving, reason, research, service blueprint, thought, time, touchpoint, usability, usability testing, user experience design, value proposition
Arnaud Jammaers
CX & Design Leader at Mastercard
apple inc., belief, canadian imperial bank of commerce, cognition, credit card, customer experience, design, design thinking, feedback, future, hindsight bias, incentive, innovation, mirror, motivation, music, problem solving, research, service blueprint, thought, touchpoint, usability, usability testing, user experience design
Patrick Bach
Service Design at CIBC
apple inc., belief, bias, canadian imperial bank of commerce, cognition, consumer behaviour, credit, credit card, customer experience, decision-making, design, design thinking, employment, ethnography, experiment, feedback, feeling, finance, future, gender, hindsight bias, incentive, innovation, interest, knowledge, learning, mirror, motivation, music, opportunism, payment, problem solving, qualitative research, quantitative research, rational choice theory, research, risk, service blueprint, system, thought, touchpoint, usability, usability testing, user experience design
Melissa Mohun
Vice President, Digital Customer Experience at Scotiabank
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Linh Lawler
Director, Customer Experience at Anixter
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Karen Sawyer
Head, Customer Loyalty, Personal & Business Banking Canada at BMO Bank of Montreal
allstate, brand, customer experience, education, empathy, feeling, human, information, insurance, interview, learning, mobile phone, omnichannel, online and offline, personalization, research, risk, scotiabank, smartphone, startup company, strategy, text messaging, touchpoint, transparency (behavior), understanding
Amy McGraw
VP Marketing/Chief Experience Officer at Tropical Financial Credit Union
advertising, analytics, bank, brainstorming, conversation, digital transformation, google ads, http cookie, hubspot, intelligence, investor, landing page, millennials, online advertising, persona, personalization, real-time computing, research, retail, sales, social media, touchpoint, understanding
Caroline Cathcart
Chief Administrative Officer at RPIA
advertising, amazon (company), analytics, bank, brainstorming, business model, control theory, conversation, customer experience, customer lifetime value, customer retention, dashboard (business), digital transformation, google ads, http cookie, hubspot, intelligence, investor, landing page, management consulting, market research, millennials, mobile technology, net promoter, on-time performance, onboarding, online advertising, persona, personalization, real-time computing, research, retail, revenue, sales, social media, startup company, team, telecommuting, touchpoint, understanding, upselling, value proposition
Jim Tincher
Journey Mapper-in-Chief, Customer Experience Expert at Heart of the Customer
advertising, allstate, amazon (company), analytics, apple inc., art, atb financial, attention, bank, behavior, belief, best practice, blog, brainstorming, brand, budget, business-to-business, canadian imperial bank of commerce, case study, chatbot, cherry picking, cloud computing, cognition, columbus, ohio, commercial off-the-shelf, concept, conversation, covid-19 pandemic, credit, credit card, culture, customer, customer experience, design, design thinking, digital transformation, e-book, education, empathy, employee retention, employment, engineering, ethos, experiment, expert, facebook, feedback, feeling, food safety, franklin county, ohio, future, google ads, grocery store, health, health care, hindsight bias, homeschooling, hope, http cookie, hubspot, human, incentive, information, innovation, insurance, intelligence, internet, interview, investment, investor, jeff bezos, knowledge, lag, landing page, language, leadership, learning, loyalty program, machine learning, meaning of life, microsoft, millennials, mind, mindset, mining, mirror, mobile phone, motivation, music, neonatal intensive care unit, nerve, net income, net promoter, ohio, omnichannel, onboarding, online advertising, online and offline, operationalization, organization, password, persona, personalization, post-it note, price, problem solving, property, property tax, psychological safety, psychology, quality assurance, question, real-time computing, reason, research, retail, risk, sales, sampling (statistics), science, scotiabank, sentiment analysis, service blueprint, shopping, smartphone, social media, software engineering, space, startup company, strategy, supermarket, sympathy, target audience, target corporation, tax, tax levy, taxpayer, team, technology, telecommuting, telemetry, text messaging, the home depot, thought, ticketmaster, time, touchpoint, transparency (behavior), troubleshooting, trust (social science), understanding, usability, usability testing, user experience design, vehicle insurance
Maya Shapiro
Applied Anthropology / Design Research at CIBC
bias, consumer behaviour, credit, credit card, decision-making, design thinking, employment, ethnography, experiment, feeling, finance, gender, interest, knowledge, learning, opportunism, payment, qualitative research, quantitative research, rational choice theory, research, risk, system, touchpoint, usability testing
Lori Laflin
VP Client Experience and Digital Strategy at Compeer Financial
amazon (company), analytics, bank, behavior, brand, capital one, concept, conversation, cooperative, credibility, customer experience, decision-making, digital marketing, domino's pizza, education, goal, leadership, long tail, mobile app, online banking, personalization, reason, time, touchpoint, value proposition
Stacy Warren
Chief Sales & Customer Experience Officer at Vault
bell, brand, business, business process, chief executive officer, communication, coretta scott king, culture, customer, customer experience, employment, face, failure, feeling, goal, happiness, health, innovation, interest, job satisfaction, lawyer, leadership, loan, luck, mentorship, mindset, mortgage loan, motivation, net promoter, news, organization, overtime, price, risk, self-service, siri, startup company, sustainability, team, telecommuting, touchpoint, truth, usability, webcam
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