Modern Customer Experience 2018 Modern Customer Experience 2018

Modern Customer Experience 2018
It's a Wrap

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Thank You to Our Attendees

Nearly 5,000 Modern Customer Experience attendees enjoyed a legendary week networking in Chicago and heard from visionary speakers and customer experience experts, participated in over 300 sessions, celebrated winners at the 12th annual Markie awards, met with over 65 partners in the Exhibit Experience, and attended CX Fest with Weezer. Can’t wait for next year? Request to be the first to know about Modern Customer Experience 2019!

Watch the Keynotes

If you missed any of the keynotes, or want to share highlights with others who couldn’t join Modern Customer Experience in Chicago, watch the video summaries.

Featured Speakers

The presenters represent many industries, job roles and levels, and CX areas.
They will share insights, lessons, and their "aha" moments, to help ensure you leave with new perspectives and ideas.


    Mark Hurd

    Chief Executive Officer

    Mark Hurd is chief executive officer of Oracle Corporation and a member of the company's board of directors. He joined Oracle in 2010, bringing more than 30 years of technology industry leadership, computer hardware expertise, and executive management experience to his role with the company. Hurd is also a member of the Baylor University Board of Regents and was named vice chair of its Finance and Facilities Committee.

    According to Hurd, Oracle's mission is to help customers innovate and save money through the use of technology. Since joining Oracle, Hurd has worked to share Oracle's strategy and vision with customers, partners, shareholders, and investors. Previously, Hurd served as chairman of the board, chief executive officer, and president of HP, where his focus on customers, innovation, improved operational efficiency, and execution led to significant company growth.

    Prior to that, he spent 25 years at NCR Corporation, where he held a variety of management, operations, sales, and marketing roles, ultimately serving as the company's chief executive officer and president and leading a successful effort to streamline operations, strengthen the product line, and drive growth.


    Cheryl Strayed

    Bestselling Author

    Cheryl Strayed is the author of the #1 New York Times bestselling memoir WILD, the New York Times bestsellers TINY BEAUTIFUL THINGS and BRAVE ENOUGH, and the novel TORCH. Her books have been translated into forty languages around the world. WILD was chosen by Oprah Winfrey as her first selection for Oprah's Book Club 2.0.

    The Oscar-nominated movie adaptation of WILD stars Reese Witherspoon as Cheryl and Laura Dern as Cheryl's mother, Bobbi. The film was directed by Jean-Marc Vallée, with a screenplay by Nick Hornby. Strayed's essays have been published in The Best American Essays, the New York Times, the Washington Post Magazine, Vogue, Salon, The Sun, Tin House, and elsewhere.

    Strayed is the cohost, along with Steve Almond, of the WBUR podcast Dear Sugar Radio, which originated with her popular Dear Sugar advice column on The Rumpus. Strayed holds an MFA in fiction writing from Syracuse University and a bachelor's degree from the University of Minnesota. She lives in Portland, Oregon.


    Charlie Herrin

    Executive Vice President,
    Chief Customer Experience Officer, Comcast Cable

    Charlie Herrin serves as Executive Vice President and Chief Customer Experience Officer for Comcast Cable. In this role, Charlie serves as a customer advocate, partnering with leaders across all business units to transform the customer experience and ensure that customers are at the center of every business decision. Charlie leads a Customer Experience Services organization that includes the National Customer Service Operations, Technical Operations, and the Chief Information Officer (CIO) and his team, who work collaboratively to promote a consistent experience for customers across the company.

    Charlie previously served as Senior Vice President of Product Design and Development, where he was responsible for all aspects of the design of Comcast's Xfinity products from conception through consumer testing and deployment. Charlie led the design team behind the X1 Platform, the Company's next-generation television experience, and was the driving force behind the Company's initiative to deliver a consistent user experience across platforms.

    For their work, the team received a 2011 Emmy Award for outstanding achievement for the Xfinity TV iPad app and a 2013 Emmy Award for the X1 user interface. An 18-year veteran of Comcast, Charlie has held a variety of business and product development roles since he joined the Company in 1999, serving as VP of Business Development as well as VP of Product Development for Comcast Interactive Media (CIM). During his tenure, Charlie has led the development of key platforms and industry firsts, including user self-installation, national retail agreements, and the widely adopted Comcast homepage and mobile applications. Charlie graduated with honors in Economics from the University of Washington.


    Casey Neistat

    American YouTube personality,
    filmmaker, vlogger,
    and co-founder of Beme

    Casey Neistat is an American film director, producer, developer, and creator of popular YouTube videos. Neistat attained commercial success with the HBO series The Neistat Brothers and indie film Daddy Longlegs. With ten years of experience in creating TV commercials, Neistat took his story-telling ability and married it with his commercial experience to re-define branded content on the internet with companies such as Mercedes and Nike.

    Most recently, Neistat's technology company, Beme, was acquired by CNN. Now, Neistat & CNN are building out a new digital network together with Neistat at the helm. Beyond his ever popular YouTube channel, his audience has followed him to Instagram, Twitter, and SnapChat to hear his honest narrative and get a glimpse into the creator lifestyle. Casey has set a new standard for the way brands interact with digital creators and carved out a niche for himself as a well-respected filmmaker, technology developer, and digital native influencer.


    Carolyne Matseshe-Crawford

    Global Head of Fan Experience
    Fanatics, Inc.

    Carolyne Matseshe-Crawford, Fanatics, Inc’s Global Head of Fan Experience, is passionate customer experience enthusiast, with over 25 years leading global B2B and B2C Customer Service Organizations in the eCommerce and legal industry spaces. She is recognized as an industry executive that drives low customer effort strategies and builds brand loyalty by leveraging technology, process re-engineering, and the development of high-performing teams.

    She began her career as a call center sales and service agent in 1991. She moved quickly through various leadership positions resulting in global oversight of B2C and B2B customer experience teams supporting contact center technologies, training, sales and service voice, eMail, Chat, Social Media, and customer self-service solutions for travel and legal eCommerce companies in Chicago, prior to joining the Fanatics team.

    Throughout Carolyne’s career, her leadership of high-performing teams has resulted in the successful integration of newly acquired businesses, consistently strong Customer Satisfaction, Net Promoter, and sales conversion performance, with significant operational cost savings, and the launches of multiple large B2B partnerships.

    Most recently Carolyne served Fanatics and the NFLPA, as a mentor to a group of active NFL players from various teams, who are focused on planning for careers post-NFL.

    She is a first generation immigrant from Nairobi, Kenya who believes that her greatest success is being a single mother of her three daughters, Peighton (23), Avery (21) and Cyle (12), whom she affectionately refers to as her “PAC.”


    Paul Archer


    Paul Archer is a World Record-breaking British Adventurer, best-selling Author, tech entrepreneur, and founder of the customer-advocacy marketing platform, Duel. Having spent a number of years building technology and working with advertising agencies, Archer saw how in a world of diminishing trust, advocacy was going to become the largest driver of sales for brands over the next five years, challenging the entire advertising model. So he founded Duel, the Customer Advocacy Marketing platform that now automates advocacy marketing for some of the biggest brands and retailers around the world, across thousands of products and millions of customers.

    Before that, he drove a London Black Cab Around the World... What started as a drunken challenge in the pub, soon got out of hand, breaking two World Records and racking up enough near misses and hilarious anecdotes to fill his best-selling book, It's on the Meter. He is an experienced global speaker, moderator and conference host. His appearances have included TEDx, SXSW, Festival of Media, Cannes Lions, Social Media Week, GenerationE, the Content Marketing Institute, Retail ReCharged, Oracle OpenWorld, and Retail Tech Expo. He also guest lectures at the British School of Fashion.


    Julian Guthrie

    Journalist and Author

    Julian Guthrie is a New York Times best-selling author of How to Make a Spaceship, with a foreword by Richard Branson and an afterword by Stephen Hawking. She wrote The Billionaire and The Mechanic: How Larry Ellison and a Car Mechanic Teamed Up to Win Sailing's Greatest Race. She is working on a new book, Alpha Girls, which was optioned for film and is in development. She gravitates to underdog stories with a theme of abandoning conventional wisdom to achieve something remarkable. Alpha Girls is the ultimate underdog story, about a group of trailblazing women in Silicon Valley who succeeded despite the odds. Their stories have never been told. Julian spent twenty years at the San Francisco Chronicle, where she had her work nominated multiple times for the Pulitzer Prize. She lives in the San Francisco Bay Area.


    Amanda Jobbins

    Vice President, Demand Generation and Marketing, EMEA/APAC

    Amanda St L Jobbins is the Vice President, Demand Generation & Marketing EMEA/APAC of Oracle’s international markets in EMEA, Japan and Asia Pac. Amanda is a well-known international technology marketer having formerly been the Global CMO of the Sage Group, Plc and having worked for many years in global and field leadership positions in Silicon Valley and internationally. She has worked for, among others, Cisco, IBM, EMC, and Symantec. In addition to marketing, Amanda is also the Vice President of Oracle’s Digital Demand Generation and Business Development teams, leading hub based organizations all over the world focusing on reimagining Oracle’s customer experience approach through a combination of digital and physical engagements.

    Amanda speaks on business issues, industry technology trends, marketing leadership, diversity and has keynoted at the London Business School, Web Summit on Brand, the Economist forums and Gartner events among many others. Amanda has a degree in Business Administration and German Language and Literature from the University of Hull, England. She has also studied at Stanford, Rice University and MIT on their executive programs. Amanda has a passion for technology start-ups and is a board advisor to a number of early stage companies including Fintech, IoT and Blockchain companies. Amanda lives in London and in her free time enjoys film, music, outdoor pursuits and the arts.



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About the Conference

Pack months of training, education, and research into just three days. At Modern Customer Experience you'll master new skills to boost your career and achieve legendary results for your organization. It's an opportunity to unite with thousands of other Marketing, Service, Sales, and Commerce professionals, sharing your challenges and victories while learning from your peers. You'll gain inspiration and fresh ideas from over 300 customer speakers and product experts, and leave with new friends and renewed enthusiasm to drive unforgettable customer experiences.