October 18, 2018

Quinlan School of Business | Loyola University | Chicago, IL

Improve, Inspire, Innovate

Taking a holistic view of the customer across physical and digital touch points, the CXTech Summit will challenge you to improve your customer experience by looking at your customer not as a one-time transaction, but rather as a continuous relationship, and by inspiring employees to drive those relationships. CXTech Summit will feature brand-led case study discussions, as well as live tech and innovation demonstrations that will immerse you in the driving forces and technologies behind the most memorable customer experiences for today’s time-strapped and on-the-go customer, while delving into omnichannel strategies you can implement to capture customers at every point in their journey.

360° View of the Customer

CX Tech Summit will provide you with a firsthand view of current technologies & CX approaches that are consistently delivering an efficient, meaningful and personalized experience across all channels.

5 Inspiring Keynote Speakers

Hear from some of today’s most compelling and sought-after CX innovators.

Unrivaled Networking

Connect with and learn about the latest trends and best practices from CX senior executives and fellow technology enthusiasts.


Comprised of a select group of senior-level executives representing diverse industries and functional areas including strategy, innovation, marketing, digital, customer experience and operations, the CX Tech Advisory Board provides strategic direction on the content and speakers supporting the CX Tech Summit.


CO-CHAIR: Diane M. Magers

Customer Experience Professionals Association



Richard Armour


Vice President, Omnichannel


Amine Ayad

Bed Bath & Beyond

Head of Workforce Management


Amit Bagga

Comcast Corporation

Chief Scientist and Head of Research & Development


Marcelo De Santis

Startup Mentor | 1871

Former CIO, Pirelli, Mondelez


Jesper Frederiksen

Banfield Pet Hospital

Chief Information Officer


Holly Hacker


Director, Brand and Customer Experience


Mike Hagen

Formerly of Coca-Cola

Group Director, Category Strategy & Innovation


Zack Hamilton

Aaron's, Inc.

Director, Customer-Centric Initiatives & Experience


Yogesh Khadilkar

Zurich North America

VP Customer Analytics & Innovation Strategy


Robert Krugman


Chief Digital Officer


Robert Moore


Vice President, Digital Experience


Gautam Puranik


Vice President, Marketing and Analysis


Ernan Roman

ERDM Corp.



Bonnie Sherman Weber

Six Flags

SVP, In-Park Services -- Culinary, Retail, Games, Attractions & Procurement


Roman Trebon


Vice President, Customer Experience


Rick Wion

The Kellogg Company

Senior Director of Consumer Engagement

Download the 2018 Brochure


*Agenda is subject to change.

Registration & Breakfast

Chairs’ Welcome

  • Diane M. Magers, CEO, Customer Experience Professionals Association


Morning Keynote: Creating Meaningful Relationships with Customers by Converging People and Technology for a Phygital Customer Experience

While technology has been the catalyst for the customer experience revolution, customers are demanding more from the humans behind the machines. In order to maintain customer loyalty, brands need to foster the human to human relationships with customers. Join this session to hear how Broadridge has found that careful balance between human and machine interactions with customers and the tools used along the way.  

  • Robert Krugman, Chief Digital Officer | Broadridge


CX Speed Talks

What can you learn in 20 minutes? Three speakers will attempt to dissect persistently recurring marketing analytics topics via intensive twenty-minute presentations that will leave you ignited with interest and ready to keep the conversations going well right through the break.

  1. Customer Journey Mapping Across Channels and Time
  2. From Hype to Reality: Customer-Centric AI
  3. Designing Around the Millennial Customer Base


Networking Break & Birds-of-a-Feather Discussions


Panel Discussion: Integrating Privacy into the CX Design to Establish Trust in the Brand

The past year has witnessed a dramatic increase in data protection regulations and customer awareness of the value of their personal data. In this interactive discussion, learn how to use privacy regulations as a way to improve the CX, personalization and competitiveness of the brand.

  • Rick Wion, Senior Director of Consumer Engagement, Kellogg Company


Fireside Chat: Omni-channel & the Importance of a Balanced Online & Offline Marketing Strategy

Ecommerce has received a lot of attention over the years, but that is only half the story. Driving customers to engage both online and offline is important and at the center of that is Mobile. Discuss how mobile location helps bridge the online & offline divide and what marketing strategies and solutions should be used to have a healthy omni-channel strategy.


Networking Lunch – Featuring Topic Tables


Afternoon Keynote: Empowering Employees with a Revamped Corporate Culture

Customers want more out of their relationships with the frontline employees and the most powerful way to inspire the frontline is by senior leaders staying true to the company values. In this hear how a successful brand redefined their culture and aligned it with the employee experience. Learn strategies for transparent leadership, as well as systems for conveying a sense of value to each employee across a multinational enterprise.  

  • Marcelo De Santis, Chief Information Officer, Pirelli


Use-Case Session: Delivering a Quality CX for the Time-Strapped, On-The-Go Customer

Today’s customer expects their experience to be efficient and exciting. How can we meet both expectations in a meaningful and memorable way? This session will feature a brand-led case study explaining the successful strategies and tools Aaron’s Inc. discovered to meeting this balancing act.

  • Zachary Hamilton, Director of Customer-Centric Initiatives & Experience, Aaron's Inc.


Mining VoC Across All Touchpoints to Drive Insights to Action

Customers are interacting with brands across different channels and offering feedback beyond what traditional surveys can capture. All of this data creates silos of information that has possibilities to drive competitive intelligence for businesses to act in the moment. Supplemented by real-life use-cases, participants will leave with new methods for delivering rapid adoption of insights to action.

  • Moderator: Diane Magers, CEO, CXPA
  • Holly Hacker, Director of Brand and Customer Experience, Vitamix
  • Roman Trebon, VP Customer Experience, TSYS
  • Rick Wion, Senior Director of Consumer Engagement, Kellogg Company


How Comcast is Leveraging the Customer Voice to Exceed Expectations

To win the loyalty of the digitally-native customers, brands must go above and beyond offering a one-of-a-kind experience. Comcast did this with the creation of their voice-remote, and several years later they have used the interactions with their customers to next level with new capabilities optimized for a unique experience. In this session, learn how Comcast has continually delivered for their customers and the tools they leveraged to do so.

  • Presented by: Amit Bagga, Chief Scientist & Head of R&D, Comcast


Leveraging New CX Technologies to Delight Customers AND Employees

The employee experience is largely affected by the attitude of the customer towards the brand and new technologies are making it easier for employees to deliver an efficient and quality service to customers. In this interactive session see and test various technologies that have been implemented to assist in a frictionless and meaningful experience for both the customers and employees.


Networking Break


Data and Personalization Drive the Journey: How Carmax is Evolving to Connect with Customers on Their Terms

Even as the largest used car retailer in the U.S., CarMax is constantly striving to improve the customer experience. It’s no longer enough to be the best in your given vertical, since customers now compare brands across industries. This means that even a market leader must disrupt their thinking and employ cutting-edge technologies to meet evolving customer expectations and deliver an unparalleled experience. Join Gautam Puranik, to learn how CarMax is leveraging data and personalization to deliver a seamless experience and connect with customers on their terms.  

  • Gautam Puranik, Vice President - Marketing & Analysis | CarMax


Panel Discussion: Connecting the C-Suite to Innovate the CX

The enterprise leaders have varying perspectives when it comes to how they play into the customer experience. How can the C-Suite work together to discover the next big innovation in customer experience? This panel will feature several key players in the C-Suite from various brands, whom will be brainstorming collectively to determine where their roles can work together to drive change.  

  • Jesper Frederiksen, Chief Information Officer, Banfield Pet Hospital
  • Robert Moore, VP - Digital Experience, Masonite
  • Yogesh Khadilkar, VP Customer Insights & Growth Strategy Analytics, Zurich NA


Closing Comments

  • Diane M. Magers, CEO | Customer Experience Professionals Association

Candid Cocktails

Join this executive audience discussion over cocktails where participants will share their struggles and successes in creating a frictionless customer experience. Participants should leave with key ideas to bring back to their office.

Summit Concludes



Why should you sponsor?

Sponsoring the CX Technology Summit is a great way to enhance your brands’ visibility and help you connect with top-level decision-makers, innovators, and industry disruptors. There are a number of ways to maximize branding opportunities at the summit.

Ready to get your brand in front of leading CX and Technology influencers?

Sponsorship opportunities are available in a variety of price ranges. For more information, please contact Samantha Rosky, Business Development Director at Samantha@momentumevents.com.


Quinlan School of Business

Loyola University Chicago

16 E Pearson St, 9th Floor, Chicago, IL 60611
(312) 915-6113

more information


To make your hotel reservation, please contact the hotel directly. Hotel reservations are taken on a first-come, first served, space available basis.








Join a cross-industry group of senior leaders at the CX Tech Summit and walk away with useful strategies and targeted recommendations for creating a top tier customer experience that is truly omnichannel.

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