Linking CX to Business Outcomes: Background, Objectives and Usage

Laurie Melton

Director, Merchant Experience

American Express

The Science Of CX

8.30 AM

Breakfast

9.00 AM

Introduction & Welcome

Advanced ROI Modeling for the C-Suite

Jeremy Shapiro

Lead Data Scientist

OGC Global

10.30 AM

Break

Building Customer Communities that Last

Dr. Scarlet Wynns

Senior Director, Research

Comcast

Understanding What Drives CX to Outperform the Competition

Joshua Leviton

Manager, Market Research

OGC Global

Easy Choice: Reduce Customer Effort to Improve Experience

Abby Schlatter

CEO

commonFont

12.30 PM

Lunch

Data Visualisation

Designing Experiences for Impactful Operational Change

Melissa Lemberg

AMER Leader, Experience Design

Salesforce

Infographics and Insights-Based Reports for the Frontline

Courtney Minor

Director of Global Consumer Insights

Gap Inc.

9.15 AM - 10.30 AM

2.45 PM

Break

Data, Insight, Action: Change Management for Data Driven Culture

Michael DeMatteo

Digital Performance Manager

National Grid

From Static to Interactive: Evolution of Data Reporting

Samantha Herrick

Senior BI Analyst

OGC Global

Operational Insights

10.45 AM - 12.30 PM

2.15 PM - 4.00 PM

4.00 PM

Closing Remarks & Cocktail Hour

ogc

Insights Summit 2020

Agenda