WhenTuesday, December 14, 20211:00 PM - 2:00 PM ETWhere
OnlineThe Unifiers - How CX Pros Are Breaking Down Silos and Getting Investment
Organizations have faced a decade’s worth of transformation compressed into 18 months, exacerbated by the frequency and power behind changing customer preferences. Companies who are investing in the ability to listen to their customers across all channels, rapidly learn from holistic insights, and respond with context and personalization across all customer-facing functions are setting themselves apart.
Join a panel of your peers as they talk about how they’ve adapted and spearheaded the latest CX trends, lessons learned from implementing new strategies, and where they’re finding short and long-term success.
Paul Herman, VP - Customer Engagement, Sprinklr
With over 20 years of global experience in helping companies drive innovation and implement significant change through digital products, services, and experiences, Paul believes in the power of passionate people who genuinely care about customer success.
Lawrence Levinson, CCXP - Director & GM, Wave Advisors - Professional Services
Lawrence is an accomplished executive leader with 20 years of multinational experience across B2B/B2C cultures and industries. He has driven growth & ROI through Business & Strategic Development, Customer Experience, Operations, Sales, Loyalty, and Marketing in Startup, Fortune 100, Fortune 500 & Forbes Global 2000 companies.
A Certified Customer Experience Professional (CCXP), Master of Applied Science & Management, Professional Biologist, and Mastering Design Thinking alum from MIT Sloan, Lawrence is the current President & Chair of CXPA Toronto and sits on advisory Boards for CSPN and Corinium Global Intelligence. He was previously President & Chair of the Alberta Society of Professional Biologists.
Lawrence has spoken at and facilitated hundreds of technical seminars, workshops, customer appreciation, advisory, and networking events in FinTech, SaaS, Banking, CPG, Retail, Oil & Gas, Mining, Infrastructure, Environmental, and Agri-Food industries. He is passionate about building innovative award-winning teams and empowering others to reach objectives that exceed themselves.
Megan Germann, CCXP - Senior Lead Customer Experience Analytics and Insights
Megan Germann is a Certified Customer Experience Professional (CCXP) with over 15 years of experience designing and conducting primary and secondary market/customer research, analyzing data, and bringing key insights to life through storytelling. She has worked on both the consulting side and client-side, serving both B2B and B2C facets of business. Building on her survey and feedback background, she also co-authored the book "Customer Experience", writing the chapter "Building a Best-in-Class Voice of the Customer Program". She has also been recognized as a Global CX Thought Leader in 2020 and 2021.
She is currently working to broaden the VoC program at Lumen Technologies, expanding digital experience and product experience listening programs. She works with key stakeholders on XM strategy and gathers feedback to bring insights into action for the business, working to reduce churn and increase revenue.
Lewis Taylor, VP CX Services, Cisco
Lewis Taylor is a Bronze Star decorated combat Army veteran who served in Airborne, Ranger and Special Operation units with a Top-Secret security clearance. He served as a Senior instructor in the Army’s Leadership Academy.
Moving to the private sector Lewis transferred his service and mentorship focus as Director of Support for Rackspace, VP of CX for ClearData, VP of CX for Dropbox where he doubled the Customer Experience Score (CES) year 1 and Currently VP of CX Services at Cisco.
As VP of CX Lewis is a frequent Worldwide Tech Industry Speaker and was recently quoted in Wall Street Journal in an article about improving the virtual employee experience. He has designed and championed leadership programs for high potentials to diversify the leadership in tech. Free time is for mountain biking, his dog Diva, and travel.