Gather valuable insights
Take away action items
Network, virtually
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
test
- 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 EverEmployee 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
