The Modern Customer
Experience Summit

Don’t miss this free virtual event with tracks for everyone in the world of customer service!


October 21, 2020

View Sessions On-Demand

ABOUT THE EVENT

The Premier Event for
Innovative CX Leaders

Kustomer NOW is our jam-packed virtual event with three tracks of content from CX experts, Kustomer executives and leaders representing the world’s most influential brands. They will share what’s new, what’s to come, and what’s actually working in the world of customer experience.

Our focus will be on the modern customer experience, and how modern CRM is revolutionizing how thriving brands deliver on consumer expectations. We will bring you insights from the brightest minds in the CX space, gathering perspectives from those that are often unheard and giving you interactive opportunities to network with your peers. Don’t miss this exclusive event!

View Sessions On-Demand

WHAT TO EXPECT

Take Part in Innovation

Discover Bright Ideas

Learn new ideas from CX thought leaders and experts, and attend Kustomer product-related sessions led by our Krew and customers.

Listen to Diverse Voices

Hear fresh perspectives from bold and upcoming leaders in the customer experience space, who will challenge the way you think.

Above All, Have Fun

Hear from entertaining experts, network with your peers, and join our celebrity chef to learn how to make a tasty meal in under 20 minutes!

WHO SHOULD ATTEND

Pick the Track That’s
Right For You

Customer Experience Leaders

If you are a C-level, VP or director of a CX team, you’ll be inspired by presentations on the latest trends, technologies shaping the industry and hear what Kustomer has in store for the future!

Knowledgeable Networkers

Meet the brightest minds in the customer experience space during one of our talk tracks, fun interactive activities or at our CX hot topics breakout sessions!

Ambitious CX Agents

If you’re on the front lines interacting with customers everyday using Kustomer, join us for best practices sessions and exciting product updates to make your job easier.

Kustomer Admin or Developer

Working with Kustomer or thinking about switching, but need to know the knitty-gritty? We have all you need to know in our Kustomer University track.

KEYNOTE SPEAKER

Alli Webb

Alli Webb is an Entrepreneur, N.Y. Times Bestselling Author, Founder of Drybar and co-founder of Squeeze. Webb has been named the “100 Most Creative People in Business” by Fast Company, featured on Fortune magazine’s “40 Under 40” list, Marie Claire’s “Most Fascinating Women” and recently Inc. magazine recognized her as one of “The 100 Women Building America’s Most Innovative and Ambitious Businesses.”

Webb is currently the host of “Raising the Bar” a podcast she launched with her brother and business partner Michael Landau. The weekly show provides a platform to budding entrepreneurs. In 2018 Webb appeared on season 10 of ABC’s Emmy-nominated hit show “Shark Tank” as a guest shark.

Join us and unlock the potential of customer service for your brand.

Access the virtual summit on-demand:

AGENDA

One Day. Three Tracks.
Endless Inspiration.

8:30 am ET

Tomorrow's Customer Experience Starts Here

Brad Birnbaum

8:45 am ET

Keynote: Styling Growth: How to Shift Your Business in the COVID Era

Alli Webb

9:45 am ET

The Quest for Customer Delight Failed; What's Next?

Matt Dixon

10:30 am ET

Coaching in a Work-from-Home World: Driving Rep Performance in 2020 and Beyond

Lauren Pragoff

11:00 am ET

Five CX Milestones that will Define the Next Decade

Luke Williams

11:30 am ET

Women in CX: Why the Rise of Women in CX Makes $ense

Caroline Nolan, Sarah Inbar, Blaga Lund, Mary Drumond

12:30 pm ET

How to Make Chicken Milanese in Under 20 Minutes

Jeanette Donnarumma

1:00 pm ET

DTC or Be Disrupted: How UnTUCKit Uses Conversational CRM to Win

Lauren Panken

1:30 pm ET

CCaaS 3.0: How Companies are Evolving for the Smartphone Era

Vasili Triant

2:00 pm ET

Commercial Break

2:15 pm ET

Analytics-Driven Customer Service Scalability and Efficiency

Hudson Lofchie

2:45 pm ET

Intelligent CX Lab: How a Food Delivery Startup Delivers Modern Customer Service with AI

Ludovic Magnier and Sophie Conti

3:15 pm ET

Delivering Customer-Centric Service With a Remote Workforce

Michelle McCombs

3:45 pm ET

CX and the C Suite: Customer Service from the CEO Perspective

Wendi Sturgis

8:30 am ET

Tomorrow's Customer Experience Starts Here

Brad Birnbaum

8:45 am ET

Keynote: Styling Growth: How to Shift Your Business in the COVID Era

Alli Webb

11:00 am ET

Revolutionizing the Cloud Contact Center with Five9

Dan Burkland

11:30 am ET

Making Remote Work: Secrets to Happy, Engaged Remote CX Reps

Gordon Schleffer

12:00 pm ET

Scaling Customer Support: How to Hire and Empower Modern Omnichannel Agents

Elena Goldblatt, Gordana Warga

12:30 pm ET

How to Make Chicken Milanese in Under 20 Minutes

Jeanette Donnarumma

1:00 pm ET

The Expedia Roadmap: 90 Days to Customer Excellence

Shannon Martin

1:30 pm ET

Secrets of Onboarding and Coaching Remote Agents

Dave Hoekstra

2:00 pm ET

Creating the 5-Star Experience: How to Build a Transformational Customer Program

John Timmerman

2:30 pm ET

Keeping the Fan Experience Alive at ESPN During the Pandemic

Doug Kramon

3:00 pm ET

Diversity and Inclusion in CX: Why Representation Matters

Kyara Paul, David Daniels IV, Liz Keys, Jeanine Mendez, David Cane

4:00 pm ET

How the DCRA Dominates Customer Service at Scale

Ernest Chrappah

4:15 pm ET

How Customer Expectations Shape Experiences

Mary Drumond

8:30 am ET

Tomorrow's Customer Experience Starts Here

Brad Birnbaum

8:45 am ET

Keynote: Styling Growth: How to Shift Your Business in the COVID Era

Alli Webb

10:30 am ET

Vision for the Kustomer Future

Peter Johnson

11:30 am ET

Power Users: Unique Use Cases

Benjamin Wolf, Elizabeth Pinon, Katharine McCarthy, Rebecca Mulready

12:30 pm ET

How to Make Chicken Milanese in Under 20 Minutes

Jeanette Donnarumma

1:00 pm ET

How Kustomer Handles Privacy & Security

Jeremy Suriel, Brent Peckman

1:30 pm ET

2020 Review: A Year of New Features and Releases

Hadi Yousef

2:00 pm ET

Creating the Analytics-Driven Customer Experience with Kustomer

DeAnna Kerley

2:30 pm ET

Ways to Maximize the Value of Kustomer

Taylor Lowe

3:00 pm ET

Kustomer Product Team Ask Me Anything

John Merse, Mark Saxton, Taylor Lowe, Chad Horenfeldt

3:30 pm ET

The Power of Queues and Routing

Evan Cooper

4:00 pm ET

CX Hot Topics Breakout Sessions

- AI Development Within the Customer Service Space

Jillian Zatta

- Customers Expecting Hyper-Personalized Experiences

Andrew Glenn

- Staff Training Shifting to Online Portals and Collaboration Tools

Aileen Yap

SPEAKERS

Meet CX Masters and Thought Leaders

Brad Birnbaum
CEO, Co-Founder and Chairman,
Kustomer

Sarah Inbar
CX Operations Manager, The Farmer’s Dog

Kyara Paul
Director of Member Care, Tradesy

Matt Dixon
Chief Product and Research Officer, Tethr

Lauren Pragoff
VP of Effortless Experience™,
Challenger

David Cane
VP of Customer Success/Trust & Safety, Wag Walking

Ernest Chrappah
Director, Department of Consumer & Regulatory Affairs, DCRA

John Timmerman
VP of Operations, Mercy

Elizabeth Pinon
Sr. Strategic Initiatives Manager, IPSY

Luke Williams
SVP, Qualtrics

Doug Kramon
Senior Director of Fan Support and Customer Care, ESPN

Katharine McCarthy
Senior Customer Care Manager, IPSY

Gordon Schleffer
VP Customer Care, Magellan Healthcare

Jeannette Donnarumma
Emmy Winning Producer at Rachael Ray

Dan Burkland
President, Five9

Shannon Martin
CX Executive and Award-Winning CX Innovator, Expedia

Vasili Triant
Chief Business Officer, UJET

Rebecca Mulready
Customer Care Training and Development Manager, IPSY

Dave Hoekstra
WFM Evangelist, Calabrio

Liz Keys
Product Manager, Stella Connect

Michelle McCombs
Vice President, Safety & Support, HopSkipDrive

Lauren Panken
Senior Systems Manager, UNTUCKit

Hudson Lofchie
Product Manager, Internal Tools, HelloTech

Ludovic Magnier
Live Operations Manager, Glovo

Elena Glodblatt
Director of Guest Experience, Kasa

Sophie Conti
Founder & CEO, Customer Service Lab

Wendi Sturgis
Independent Director (The Container Store) and Independent Advisor

Mary Drumond
CMO, Worthix

David Daniels IV
Talent Acquistion, Blend

Jeanine Mendez
COO, Kindwork

Benjamin Wolf
CS Platform Manager, Resident

Caroline Nolan
Customer Experience Manager, Brooklinen

Peter Johnson
VP of Product, Kustomer

Jeremy Suriel
CTO and Co-Founder, Kustomer

Blaga Lund
VP of Engineering, Kustomer

Gabe Larsen
VP of Marketing, Kustomer

Omar Pera Mira
Director of Product Management & Fomer CEO of Reply.ai (acquired by Kustomer)

Josephine Minnow
Event Marketing Manager, Kustomer

Brent Peckham
Director of Information Security, Kustomer

John Merse
Senior Product Manager, Kustomer

Gordana Warga
Director of Global Support, Kustomer

Mark Saxton
Product Manager, Kustomer

Chad Horenfeldt
Director, Customer Success, Kustomer

DeAnna Kerley
Customer Success Manager, Kustomer

Taylor Lowe
Product Manager, Kustomer

Evan Cooper
Senior Strategic Account Manager, Kustomer

Hadi Yousef
Associate Product Manager, Kustomer

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