Reimagine customer engagement from start to finish.

 

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CXNEXT 2020, A VIRTUAL FIRST

Thank you to all the CX leaders, panelists, moderators, and practitioners who attended today’s first-of-its-kind 100% virtual CXNext. What an event! So many great conversations for such evolving times. Please stay tuned to this space as we package up all of the day’s sessions and make the content available to watch anytime, anywhere.

Why CXNext?

CXNext 2020 is a live, virtual experience designed just for you. Log in to hear from industry leaders. Gather insights and best practices. And amass the inspiration, strategy and real-time practice to reimagine the customer experience from start to finish.

Gather valuable insights

See transformation in action across customer service and support with relevant, real-world case studies. Access event content and build your own playbook. Take what you’ve learned back to your teams to help drive your CX strategy.

Take away action items

See real-world examples of transformation in action for service, customer acquisition and support, along with practical, actionable case studies.

Network, virtually

Learn. Yes. But also influence. Build a roster of like-minded peers focused on delivering exceptional customer experiences and continue the discussion beyond the virtual event. Connect with and inspire others with your transformation story.

Top brands speaking at CXNext

See Agenda

Speakers

Keynote Speakers

CXNext Speaker Jeannie Walters
Jeannie Walters
CEO and Founder, Experience Investigators
CXNext Speaker Adam Toporek
Adam Toporek
President, CTS Service Solutions

Session and Panel Speakers

CXNext Speaker Dave Coplin
Dave Coplin
Founder and CEO, The Envisioner
CXNext Speaker Chris Downs
Chris Downs
Head of Delivery, Operations, Utilita
CXNext Speaker Beth Friday
Beth Friday
Vice President Technical Sales, IBM
CXNext Speaker Chad Hassler
Chad Hassler
Supervisor of Digital Services & Support, Corning Credit Union
CXNext Speaker Joli Hensley
Joli Hensley
Manager of Digital Channels, Advia Credit Union
CXNext Speaker Neil Hunter
Neil Hunter
Operations System Manager, Ao.com
CXNext Speaker Simon Johnson
Simon Johnson
Capability Consultant - Digital, Natwest Group
CXNext Speaker Lorie Lagares
Lorie Lagares
Senior Director, Global Solutions Consulting, LogmeIn
CXNext Speaker Jenn Lee
Jenn Lee
Director, Software Development, Audible
CXNext Speaker Ryan Lester
Ryan Lester
Senior Director, Customer Engagement Technologies, LogMeIn
CXNext Speaker Sion Lewis
Sion Lewis
Vice President and Managing Director EMEA, LogMeIn
CXNext Speaker Lisa Maland
Lisa Maland
Director Customer Care, LogMeIn
CXNext Speaker Robin Martin
Robin Martin
AVP, EMEA, LogMeIn
CXNext Speaker Erica Mayshar
Erica Mayshar
Manager, Solutions Consulting, LogMeIn
CXNext Speaker Adam McDonald
Adam McDonald
Director Global IT Service Desk, LogMeIn
CXNext Speaker Nick Pegram
Nick Pegram
Director, Bold360, LogMeIn
CXNext Speaker Anand Rajaram
Anand Rajaram
Head of Product, Support Solutions, LogMeIn
CXNext Speaker Nishita Roy
Nishita Roy
Director, Strategy & Operations, Dell
CXNext Speaker Marie Ruzzo
Marie Ruzzo
Director, Customer Engagement & Support, LogMeIn
CXNext Speaker Chris Savio
Chris Savio
Manager, Product Marketing, LogMeIn
CXNext Speaker Chadwick Seagraves, MSLS
Chadwick Seagraves, MSLS
Managed Desktop Service Manager, North Carolina State University
CXNext Speaker Paul Stewart
Paul Stewart
Diagnostic Technology Manager Partner & Commercial, BT
CXNext Speaker Tiffany St James
Tiffany St James
Founder and CEO, Transmute
CXNext Speaker Bob Sullivan
Bob Sullivan
Sales Manager, LogMeIn
CXNext Speaker Akhil Talwar
Akhil Talwar
Director of Product Management, LogMeIn
CXNext Speaker Purvi Trivedi
Purvi Trivedi
Customer Engineering Leader, Google Cloud, Google
CXNext Speaker Patrick Quinlan
Patrick Quinlan
Sr. Manager, Self-Service & Analytics, Citrix
CXNext Speaker Brad Shafton
Brad Shafton
Director, Innovation & UX, Hologic
CXNext Speaker Susan Treadway
Susan Treadway
Sr. Director, HR Operations, LogMeIn
CXNext Speaker Bill Wagner
Bill Wagner
President & CEO, LogMeIn
CXNext Speaker Zhaia Wineinger
Zhaia Wineinger
Communication Specialist, Iowa Dept. of Transportation
CXNext Speaker Ryan Zarb
Ryan Zarb
Vice President, Technical Services, National Seating & Mobility

Agenda

Select your region:
Americas
Europe
  • May 12 (All times EDT)
  • 11:45 — 11:55 am Welcome to CXNext: Engagement Redefined
    (Speaker: Bill Wagner, President & CEO, LogMeIn)

  • 11:55 — 12:30 pm A Keynote Conversation: ​Redefining the Customer Experience in a World Redefined

    In this highly anticipated keynote, Jeannie Walters and Adam Toporek will provide actionable strategies for customer experience leaders for today's challenges. Emotion is the most important part of any customer experience. Now, more than ever, customer experience leaders must take into account the emotional state of their customers AND the emotional impact of each touchpoint. Attendees will learn:​

    • How to Find and Create Moments that Matter​
    • What Matters Most to Your Customers, Your Team and Your Leaders During Uncertain Times​
    • What Strategies Work in Times of Disruption​

    Attendees will feel empowered to lead through disruption and create transformation in times of uncertainty.​

    Speakers:

    • Jeannie Walters, CX Speaker, Writer & Consultant
    • Adam Toporek, Customer Service Expert, Speaker & Author
  • 12:30 — 1:00 pm LUNCH BREAK / NETWORKING

  • 1:00 — 1:30 pm​ Resolutions Made Remarkable: Rethinking CX with Visual Engagement

    New visual engagement solutions are giving businesses a competitive advantage in today’s rapidly changing world. Learn how companies are using these new solutions – designed for simplicity and flexibility, without compromising security – to create effortless experiences across both digital and physical spaces - even when your team can’t be there in person.

    Speakers:

    • Ryan Zarb, Vice President, Technical Services, National Seating & Mobility
    • Anand Rajaram, Head of Product, Support Solutions, LogMeIn
    • Marie Ruzzo, Director, Customer Engagement & Support, LogMeIn
  • 1:30 — 2:00 pm​ PRODUCT SHOWCASE

  • 2:00 — 2:30 pm​ CUSTOMER AND EMPLOYEE EXPERIENCE BREAKOUTS​:

  • CX — Creating Resiliency: How to Keep Pace as the World Rapidly Shifts to Digital

    CX and Support leaders have had to make a rapid shift to digital engagement to empower a remote workforce. Some of us started farther along than others. No matter where you are on your journey, there are incremental steps – and smart technology – that can help you get where you want to go.

    Speakers:

    • Patrick Quinlan, Sr. Manager, Self-Service & Analytics, Citrix
    • Chad Hassler, Supervisor of Digital Services & Support, Corning Credit Union
    • Joli Hensley, Manager of Digital Channels, Advia Credit Union
    • Erica Mayshar, Manager of Solutions Consulting , LogMeIn
  • EX — Is Remote Work the New Normal? Supporting and Engaging Employees When They Work from Anywhere

    Today’s global health crisis is changing the way we deliver support. Right now, consumers and customer support teams are being challenged to adapt to a new, remote world for an extended period of time. We will dive into the changing landscape for technical support agents and the metrics that management can measure to assess performance in a remote world.

    Speakers:

    • Brad Shafton, Director, Innovation & UX, Hologic
    • Chris Savio, Manager, Product Marketing, LogMeIn
    • Susan Treadway, Sr. Director, HR Operations, LogMeIn
    • Adam McDonald, Director Global IT Service Desk, LogMeIn
  • 2:30 — 3:00 pm INNOVATION FORUMS:

  • Reimagining Women in Tech: A Diversity of Ideas Drives Innovation and Transformation

    By entering this special innovation session, you are investing in yourself and other women like you, who live and breathe tech. We’ll explore the importance of diverse teams in tech, making the tech industry more sustainable for women, and finally we’ll help you redefine how you and women like you navigate your career in tech.

    Speakers:

    • Nishita Roy, Director, Strategy & Operations, Dell
    • Jenn Lee, Director, Software Development, Audible
    • Beth Friday, Vice President, Red Hat Synergy GTM Technical Sales, IBM
    • Purvi Trivedi, Customer Engineering Leader, Google Cloud, Google
    • Erica Mayshar, Manager of Solutions Consulting , LogMeIn
  • Adapting Customer Engagement for Today’s World: Improve & Optimize Your Remote Customer Support Teams

    In this forum we will discuss challenges & learnings to help customer support centers adapt to the major disruption of CV-19. Whether a large call center or small customer support team, customer service organizations are faced with standing up remote teams and driving adoption of digital channels at rapid pace. In this session we will discuss strategies to enable remote support teams, including leveraging self-service and digital engagement, to provide exceptional customer service during uncertain times.

    Speakers:

    • Zhaia Wineinger, Iowa Dept. of Transportation
    • Lorie Lagares, Senior Director, Global Solutions Consulting, LogmeIn
    • Akhil Talwar, Director of Product Management, LogMeIn
    • Lisa Maland, Director Customer Care, LogMeIn
  • Modernizing Employee Support in Rapidly Accelerating WFH Environment

    In this forum, discuss how employee expectations for support are rapidly evolving, and internal support teams are being measured against consumer-like experiences. Topics of interest: remote IT support, AI-powered support, AI and employee self-service and more.

    Speakers:

    • Chadwick Seagraves, MSLS, Managed Desktop Service Manager, North Carolina State University
    • Bob Sullivan, Sales Manager, LogMeIn
    • Anderson Dinga, Sr. Manager, OCIO Change Readiness, LogMeIn
  • 3:00 — 3:30 pm​ Awards & Closing​

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  • May 12 (All times BST)
  • 13.00 — 14.00 Product Showcase

  • 14.00 — 14.30 Welcome to CXNext: Engagement Redefined

  • 14.30 — 15.15 CUSTOMER AND EMPLOYEE EXPERIENCE BREAKOUTS​:

  • CX — Moving from Voice to Digital: Adapting Customer Engagement for Today’s World

    CX and Support leaders have had to make a rapid shift to digital engagement to empower a remote workforce. Some of us started farther along than others. No matter where you are on your journey, there are incremental steps – and smart technology – that can help you get where you want to go.

    Speakers:

    • Tiffany St James, Founder and CEO, Transmute
    • Nick Pegram, Director, Bold360, LogMeIn
  • EX — Remote Working & Engaging Employees in New Environment: Scaling Tech Support for a Remote World

    Today’s global health crisis is changing the way we deliver support. Right now, consumers and customer support teams are being challenged to adapt to a new, remote world for an extended period of time. We will dive into the changing landscape for technical support agents and the metrics that management can measure to assess performance in a remote world.

    Speakers:

    • David Coplin, Chief Envisioning Officer, The Envisioners Ltd.
    • Robin Martin, AVP Sales EMEA, LogMeIn
  • 15.15 — 16.00 PRACTITIONER PANEL:
    Amazing EX Creates Amazing CX: Why Human-Centered Engagement Matters More Now than Ever

    Employee and customer needs have both shifted significantly in recent months and companies are pivoting quickly to address these changes. As we continue to tackle uncertainty, the one thing that remains is the importance of human centred engagement.

    Join us for our Practitioners Panel to hear from ao.com, NatWest & Utilitia as they discuss how their organisations are managing the current environment in relation to their EX and CX, and the impact that both have on each other.

    Speakers:

    • Paul Stewart, Diagnostic Technology Manager Partner & Commercial, BT
    • Neil Hunter, Operations System Manager, Ao.com
    • Chris Downs, Head of Delivery, Operations, Utilita
    • Simon Johnson, Capability Consultant- Digital, NatWest Group
    • Chris Savio, Manager Product Marketing, LogMeIn
  • 16.00 — 16.55 BREAK / NETWORKING

  • 16.55 — 17.30 A Keynote Conversation: ​Redefining the Customer Experience in a World Redefined

    In this highly anticipated keynote, Jeannie Walters and Adam Toporek will provide actionable strategies for customer experience leaders for today's challenges. Emotion is the most important part of any customer experience. Now, more than ever, customer experience leaders must take into account the emotional state of their customers AND the emotional impact of each touchpoint. Attendees will learn:​

    • How to Find and Create Moments that Matter​
    • What Matters Most to Your Customers, Your Team and Your Leaders During Uncertain Times​
    • What Strategies Work in Times of Disruption​

    Attendees will feel empowered to lead through disruption and create transformation in times of uncertainty.​

    Speakers:

    • Jeannie Walters, CX Speaker, Writer & Consultant
    • Adam Toporek, Customer Service Expert, Speaker & Author
  • 17.30 — 18.00 BREAK / NETWORKING

  • 18.00 — 18.30 Resolutions Made Remarkable: Rethinking CX with Visual Engagement

Hotel

Venue Information

Boston Marriott Long Wharf
296 State Street Boston, MA 02109

Plan your trip

Join Us for
CXNext 2020

Join us and be part of a growing community of leaders in CX, Digital Experience and IT obsessed with creating remarkable experiences. Gather insights, grow your network and return to work rejuvenated and stocked with new ideas to put into play on day one.

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FAQs

  • Q: How do I participate in CXNext?

    A: CXNext is a web-based, virtual event taking place on Tuesday, May 12 and will include keynote presentations, panels, breakouts, interactive chatrooms, and more. After completing the online registration, you will receive a confirmation email containing the login link that you will need to access the platform. On May 12, enter the platform using the email address you provided during registration.

  • Q: Who should attend CXNext?

    A: CXNext exists to unlock the full potential of CX for leaders from the world of CX, IT and digital experience. C-level leaders, CIOs, CTOs, Presidents, VPs, Senior Directors, Directors, Managers and Supervisors in the CX space should all find valuable experiences at CXNext.

  • Q: Will I be able to view the video presentations after they have aired?

    A: Yes! Once a session ends, an on-demand version will be available to view. You will be able to re-watch content at your own pace on the CXNext website and share with colleagues.

  • Q: What is the price to attend CXNext?

    A: CXNext is a free virtual event for all attendees.

  • Q: Do I need any special equipment to access the event?

    A: CXNext can be easily viewed on your desktop, tablet, or mobile. To prepare your system for the virtual experience platform, please view tips and tricks here.

    Sessions will be viewed through GoToWebinar. To ensure your system is ready for GoToWebinar, view specifications here.

  • Q. How can I contact the event organizers?

    A: If you have questions that have not been answered in the FAQs above, please send us a note at cxnext@logmein.com.