Keynote Speakers

Wednesday, May 15, 2019 | Opening Keynote

Scott Steen
Executive Director
American Physiological Society



Scott Steen, CAE, FASAE, was appointed as the executive director of the American Physiological Society in July of 2018. The Society is a global leader in expanding knowledge related to biological function, championing the importance of physiology for achieving breakthroughs in health, disease and our understanding of life.

Previously, Scott led the American Ceramic Society, a materials science and engineering society, and, most recently, American Forests, the nation’s oldest conservation organization. During his tenure at both organizations, he presided over substantial increases in revenue, membership growth, innovation, and member engagement.

While Scott was president & CEO of American Forests, membership tripled, the organization launched several new, high profile initiatives, and operating revenue nearly doubled. The organization also received media coverage in such outlets as The New York Times, USA Today, The Washington Post, and NPR, and was named one of the best managed environmental charities in America by Outside Magazine.

Scott has also served as chief strategy officer at the American Society of Association Executives (ASAE), and chief operating officer of the Center for Association Leadership, a think tank and education center for association managers and leaders. He is a Certified Association Executive (CAE), a fellow of ASAE, and a frequent author and speaker on topics that include managing organizational change, creating cultures that support innovation, storytelling as a leadership tool, branding, member engagement, and future trends in association management.

Wednesday, May 15, 2019 | Afternoon Keynote

Ian Golding, CCXP



Ian Golding, is a Certified Customer Experience Professional and Customer Experience Specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible.

Ian spent 17 years working in a variety of corporate organisations, including The Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brake Brothers Foodservice. In his last permanent role as Head of Group Customer Experience, Ian developed and deployed the Customer Experience strategy for one of Europe’s largest online retailers – Shop Direct.
In 2012, he became an independent consultant, delivering projects in the automotive, financial services, logistics and utilities industries. Ian has continued to work with a plethora of businesses across several sectors, including the pharmaceutical, banking, retail, manufacturing, education and technology industries.

Ian has published over 600 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member.

Ian was also the first person in the world to be authorized by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. He is also the Course Director, Customer Experience for the Chartered Institute of Marketing.

In 2015, Ian became an Advisor and featured columnist for CustomerThink – a global online community of business leaders striving to create profitable customer-centric enterprises. The site serves 80,000+ visitors per month from 200 countries.

Ian’s first book was published in April 2018 – ‘Customer What?’ The honest and practical guide to Customer Experience’ – is already being well received by professionals around the world.

Thursday, May 16, 2019 | Closing Keynote

Geeta Wilson, CCXP
Founder and CEO
Consumer Society


Geeta is the Founder and CEO of Consumer Society, a human-centered, experience design and decisions driven technology company creating cloud based software and modern service practices that puts consumers at the heart of healthcare.

Geeta has over 20+ years in the corporate and start-up world and over a decade as a health care industry leader. In her prior role as a change agent and “entrepreneur-in-residence,” at Humana as Vice President, Consumer Experience – Enterprise Transformation, Geeta founded the “FastStart Lab” a leading accelerator that delivered enterprise solutions at scale from concept to execution leveraging jobs theory, lean start-up, lean six-sigma, agile and design thinking practices.

As a devout experience maker, Geeta is on a mission to put the consumer front and center across industries with particular emphasis on changing how health care Is experienced, navigated and consumed in the U.S.

Geeta has brought her disruptive CX approach to thousands and is a sought after thought leader, speaking at Gartner, Dreamforce, Forrester, Lean Start-up and HIMMS. She has been featured in Forbes, The Wall Street Journal, and Inc. Magazine and was recognized by MM&M as a Top 40 Healthcare Transformer and by American City Business Journals among its “People to Know.”

Based in Dayton Ohio, Geeta’s intention is to re-establish this iconic American city as an innovation hub for the mid-west."