Professional Development Breakouts


Wednesday, May 15 | Professional Development Breakout Session (Round 1)

Time: 3:20 PM - 3:50 PM
Aimee Lucas, CCXP, Senior Principal Analyst, XM Institute
Serena Riley, Customer Experience Manger, Snr., Llamasoft, Inc.
Maria Mullen, VP, CX, Primo Water
Olga Budieri, Senior Corporate Customer Experience Manager, Aramex International Limited
Sue Anderson, Director of CX and VoC, PTC

Panel Discussion: The Many Flavors of CX Professionals
The term “CX Professional” encompasses a variety of individual role types – from customer feedback analyst to customer-focused culture catalyst to digital experience design, among others. In this panel discussion, we’ll explore the assorted tracks CX professionals may find themselves working in including experience management, customer success, customer support, digital experience/UX, market research, and more. We’ll explore what these roles share in common and how they are unique, along with how fellow CX pros have traversed up, down, and across these paths.

Wednesday, May 15 | Professional Development Breakout Session (Round 2)
Time: 4:00 PM - 4:30 PM

Carolyn Galvin, CCXP, FCXP, Senior Principal Analyst, Customer Experience, Nuance Communications 
Mark Slatin, CCXP, SVP, Director of Client Experience, Sandy Spring Bank
Nick Frunzi, CCO, Esri
Maria Marino, Vice President, Customer Experience, Windstream
Rob Sherrell, CCXP, Global CX Lead, North Highland

Panel Discussion: Effectively Engaging Executives

One of the universal challenges CX professionals face is securing true executive commitment, including governance to support a robust CX strategy. In this panel discussion, we’ll share strategies and advice for gaining executive support, including ways to drive organizational accountability and tactics for creating senior leaders who model customer-centric behaviors throughout the entire organization.