Main Conference Day 2

Morning Plenary

Morning Keynote

7:30 AM - 8:15 AM Registration & Breakfast

Morning Keynote

8:15 AM - 8:30 AM Chair Opening Remarks

Morning Keynote

8:30 AM - 9:30 AM Keynote Address – The Next Generation of Loyalty: Bonobos Takes Engagement to the Next Level

Sara Patterson, Bonobos, Chief People Officer, Bonobos
Bonobos disrupted online retail through delivering men’s apparel with great fit and excellent customer experience. Now, they represent the largest apparel brand every built on the web in the United States, named “One of America’s Hottest Brands” by Advertising Age and twice awarded Crain’s “Best Places to Work in NYC”. Starting with the ethos of the brand, Bonobos prioritizes employee experience and engagement to then deliver for the customer. Sara Patterson, Bonobos’ Chief People Officer, speaks to the keys of an engaging brand and some of the next generation experimental engagement initiatives they’re pursuing to take their winning brand to the next level.


Sara Patterson, Bonobos

Chief People Officer


ENGAGE Employees

9:30 AM - 10:15 AM Reinventing Recruitment Strategy through the Lens of Customer Engagement

Roberta McQuade, Arbor Private Investment, SVP, HR and Talent, Chief HR Officer, Arbor Private Investment
Talent acquisition has changed forever. The days of success from passive job posting are over. You must foster a level of engagement and interest out in the candidate marketplace. The challenges in recruitment are rooted in outdated marketing strategy, a strategy that warrants reinvention if you seek to attract and retain Millennials and Generation Z. This session addresses recruiting strategy head-on, providing a roadmap to reinvent recruitment and attract talent for your next generation workforce.


Roberta McQuade, Arbor Private Investment

SVP, HR and Talent, Chief HR Officer
Arbor Private Investment
In today’s digital world, the customer is the director of their own experience. If that is what makes the customer king, then companies are left trying to play a role in those experiences. It is imperative that companies today deliver experiences that hold customers’ attention and lead to the outcomes they seek. This interactive session provides a framework for companies to assess and measure their level of customer-centricity and best practices for aligning people and customer strategies for holistic engagement.


Jeffrey VanDeVelde, Engagement Thought Leader

Former Chief Experience Officer, SunTrustBank
Engagement Thought Leader

Networking Break & Engagement Drive

Networking Break & Engagement Drive

10:15 AM - 11:15 AM Networking Break & Engagement Drive


With the importance of internal education around customer experience and engagement, CX Learning is becoming a widely recognized function. This session will walk you through how to build and launch a CX learning program that both supports brand articulation and employee engagement.


Kelly Harper, BMO Financial Group

Director Customer Experience Learning
BMO Financial Group

Lisa Moore, Humana

Consumer Experience Director, Leader of Culture Transformation

ENGAGE Employees

12:00 PM - 12:45 PM Workplace Strategy and Human Resources: An Emerging Team Effort

Part of the engagement puzzle includes fostering an environment that allows for collaboration, innovation and a critical sense of well-being for employees. The concept of free address or smart working strategies is maturing in organizations, paired with emerging technology to allow for more flexible work and work/life balance. Workplace experience has also emerged as a critical discipline for many of the softer sides of workplace strategy. Despite these many teams working toward employee engagement, efforts are rarely coordinated. This session explores the potential of a greater level of collaboration between Workplace teams and HR teams for a more holistic approach to employee engagement.

ENGAGE Customers

11:15 AM - 12:00 PM Reinventing Loyalty and Rewards through Personalization

, ,
In the experience economy, loyalty and rewards programs must be taken a step further, learning from customer’s individual preferences and delivering personalized experiences how and when they want. Charles Cozzani provides case study anecdotes of his journey testing personalized loyalty initiatives at scale, including: loyalty learning throughout the customer lifecycle, integrating digital and physical touch points for personalized and seamless experience, and leveraging personalized engagement as a tool to reward various types of customer behaviors.

ENGAGE Customers

12:00 PM - 12:45 PM Trained to Engage: How to Help Customers Help Themselves

Kate Lee Butler, Associated Press, Vice President, Customer Engagement & Training, Associated Press
More than half the world’s population engages with Associated Press’ content every day. Given the breadth of this reach, AP recognized the importance of equipping and training customers on how to maximize their return on investment, naturally leading to retention and success. Kate Lee Butler, AP’s first VP of Engagement, showcases her journey through the development and implementation of scaled yet localized training for customers to maximize value-add.


Kate Lee Butler, Associated Press

Vice President, Customer Engagement & Training
Associated Press

Networking Luncheon

Networking Luncheon

12:45 PM - 2:00 PM Networking Luncheon

Interactive Discussion Groups

Interactive Discussion Groups will leverage synergies between employee- and customer-facing functions to glean universal engagement benchmarks.   Attendees pre-register for a select three of the below topics, rotating between each of their choices every 30 minutes.  Each group is limited to a maximum of 20 attendees per group.  Discussion groups are capped to ensure attendees are engaged, ask pressing questions and meet fellow engagement leaders across functions.

2:00 PM - 3:55 PM A New Approach to Knowledge Management for the Employee Experience of 2020

Bob Danna, Retired Managing Director, Deloitte LLP Laci Loew, Founder & Principal, Laci Loew & Company
In today’s ultra-complex, high-speed, and digital business climate, knowledge workers who just curate content will be left behind, and therefore so will your business. In this collaborative discussion, we will share key practices, lessons learned, and snags to avoid for implementing a modern knowledge management experience -- transitioning workers from overwhelmed content curators to revered insights experts.


Bob Danna

Retired Managing Director
Deloitte LLP

Laci Loew

Founder & Principal
Laci Loew & Company

2:00 PM - 3:55 PM The Future of Workplace Experience: Next Generation Experiences that Build Loyalty

Karen Gill, Fidelity Investments, Vice President, Workplace Strategy, Fidelity Investments
Workplace experience is an integral component leading to employee engagement. Employee experience ultimately reflects in the experience deliver to the customer. This group identifies some cutting edge workplace experience strategies that have led to tangible ROI.


Karen Gill, Fidelity Investments

Vice President, Workplace Strategy
Fidelity Investments

2:00 PM - 3:55 PM Leveraging Social Media for Universal Engagement

Monika Bialokur, Lyons Mortgage Services, Director of Social Strategy & Customer Engagement, Lyons Mortgage Services, Inc.
Are you taking advantage of social media effectively to engage all stakeholders? Marketers typically approach social media as a tool for customer engagement, but often miss out on a more holistic approach to include other key stakeholders, including employees and other partners and businesses. This session explores the benefits of universal social strategy expansion.


Monika Bialokur, Lyons Mortgage Services

Director of Social Strategy & Customer Engagement
Lyons Mortgage Services, Inc.

2:00 PM - 3:55 PM Beyond NPS: Analytics, Insights and Data for Decisions

Employee and customer NPS scores are trendy metrics and helpful to a point. However more is needed in order to make sound business decision in terms of processes and platforms. This group examines how to quantify and track engagement performance.

2:00 PM - 3:55 PM How to Connect Employee and Customer Journey Maps

Before you can improve any experience, you must first understand the journey. This session explores the benefits of linking the employee and customer journey mapping process to holistically understand pain points and opportunities for improvement.