Meet the people changing the CX industry
Marlene Lee Summers
Vice President of Product Success at Salesforce
VP of Customer Experience at Slack
Author and Professional Writing Coach
Author, The Service Culture Handbook
Keynote Speaker and NYT Bestselling Author
Customer Success & Customer Experience Leader
Author and Customer Service Consultant
Author, Speaker, and aspirant punk at Punk CX
VP, CX Insights & Community at PartnerHero
Antonia J.A. Hock
Founder & Speaker
Author and Keynote Speaker
VP Customer Support at Intercom
Founder of Support Driven
Senior Vice President, Global Customer Advocacy at Zendesk
Author and CEO of Expivia
VP of Customer Advocacy at Buffer
Player Experience at ProbablyMonsters
Keynote Speaker and Author
Remote Leadership Consultant and Author
Dhruba Roy Chowdhury
Senior Director of Strategy and Operations at Rover.com
Director of Customer Support at Wistia
Chief Customer and People Officer at Marley Spoon
Director of Strategy, CX Services at PartnerHero
Co-Founder and Customer Experience Officer at Birdie
Get to know the people changing the industry
Kevin Albers: "When companies implement chatbots, it’s not with the customer experience in mind."
Leslie O’Flahavan: “Empower frontline agents to communicate in all channels.”
Rea Alducente: "Companies big and small will benefit from AI, but pure AI customer service should not be allowed."
Shep Hyken: "I still love sharing the story of the cab driver who sent me a handwritten note."
Chad Horenfeldt: “Ask for help. Don’t feel like you need to do everything yourself.”
Adrian Swinscoe: “Customers are your number 1 priority? Prove it or keep quiet."
Mercer Smith: “Don’t assume that what you’ve done before will work again.”
Antonia J.A. Hock: “Make time to just think and let your mind wander through your ideas.”
Colin Shaw: "I love the phrase 'None of us are as clever as all of us'."
Tony Won: “My favorite cat is Garfield, but Klaus comes in a close second."
Dan Gingiss: “We don’t need everybody to be the same; we need everybody to bring their unique talents."