Speakers

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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