Annette Höher-Bäuerle

Group Customer Experience Director, Thomas Cook Group

Jerry Pasierb

VP Customer Experience, PNC Bank

Michelle Brigman

 CX Director, 7-Eleven

Head of Customer Strategy and Operations, Sure

Niamh O'Maolain



We will post the agenda in the upcoming weeks, stay tuned!

Attendees at CXN LIVE: Feedback, Signals and Satisfaction 2019 will gain exclusive first hand access to carefully curated content - presentations from pioneering CX thought leaders from cross-industry. Gain expert insights into the most innovative customer experience projects globally..

Update yourself on the latest industry intelligence on key topics including:

•  AI, Video And Chat-Bots: Collecting and analysing feedback with today’s cutting-edge tools
•  Metrics Revisited: Transitioning from NPS to CES (Customer Effort Score), what you should be tracking for the modern customer?
•  Turning Action Into Insight: Getting buy-in and demonstrating ROI for your CX initiatives
•  Harnessing The Voice Of The Customer In An Omni-Channel World: Interlinking different touchpoints to create a consistent VOC
•  Analytics 4.0: Driving personalization and customer satisfaction with real-time analytics

Through a combination of cutting edge sessions, in-depth panels and downloadable podcasts, wherever you are in the
CX journey our Digital Summit will provide the tools to exponentially improve your CX offering.

Day 2 - Wednesday, 20 March 2019

From Challenge to Opportunity: Utilising feedback to positively impact CX and UX
Speaker: Toni Kershaw, Customer Access Manager, Calderdale Council

There’s No Time Like the Present: Using Customer Feedback to Shape Experiences As They’re Happening 
Speaker: Jackie Potts, VOC Product Manager, Concentrix

Day 3 - Thursday 21 March 2019



From Insight Into Action: How Thomas Cook captures feedback and drives action
Speaker: Annette Hoher-Bauerle, Group CX Director, Thomas Cook Group

RegisterAgendaSponsorshipAbout CX Network


CX Network is the leading online resource for senior customer experience, service, insight, digital and marketing decision makers. Our value-rich content includes industry news, market reports, the latest trends and challenges, CX TALK videos, interviews and podcasts with CX leaders, best practises, digital events, and much more.

CX Network, a division of IQPC. © 2019 All rights reserved. 
Use of this site constitutes acceptance of our User Agreement and Privacy Policy.

Careers With IQPC | Contact Us | About UsCookie Policy


Insight from the world’s foremost thought leaders delivered to your inbox.

For more information on how CX Network is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!

John Kearns, Head of Online

Contact us now

Extra Resources 




When you partner with CX Network, your get the opportunity to expose your brand to our opt-in membership of over  31,000 customer experience professionals globally and our wider audience of more than 150,000 CX executives.


Whether you are embarking on a brand re-launch or planning to increase your current brand awareness, CX Network will ensure your brand is associated only with credible, highly recognized industry players. Our webinars put your brand in front of highly relevant, highly active and qualified industry players in a cost-efficient manner.

Through our webinar programme, CX Network delivers leads that match your goals and increase your traffic based on your requirements. Engage and interact with your target audience through our varied lead generation campaigns.



Position your brand at the forefront of this topic and industry developments. By being part of this webinar we will ensure you are seen as part of the conversation between industry players, analysts and decision makers. If you want to be positioned as an industry leader, then partnering with CX Network is a great step in this direction.

How will I access the sessions?
You will attend the sessions, meet our partners and gain access to valuable resources in our online conference center.

Do I need to download or install any software to be able to attend this event?
No. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.

Will the sessions be recorded?
Yes. the sessions will be recorded and available for free for a limited time.

19 - 21 March 2019

Register for FREE

Join the discussion #CXNLive

A global online CX conference, bringing you global customer experts direct to your desk 

  • Chatbots and AI: Discover the Emerging Technologies Impacting the Customer Journey
  • Change Managing CX during Digital Transformation
  • Using Voice of Customer and Data to Inform CX Design and Improve your Offering 
  • Corporate Responsibility and Drive for Purpose: Reinventing your Brand to Reflect Evolving Consumer Expectations
  • Delivering a Consistent Customer Experience in a Modern Gig Economy 
  • Transforming CX to Engage Customers in Social and Digital Channels of Choice
  • Creating a Culture of Customer Advocacy: Linking Employee Experience to Customer Experience

Access to cutting edge content and world class speakers from the comfort of your desk
Downloadable mp3 recordings of all presentations
Downloadable slides you can review again and again
Opportunity to meet cutting edge technology providers
Chat with attendees and presenters in our live networking sessions

Register for FREE

Key Themes?

Why Register?

Our Speakers

Frequently Asked Questions

Interested in sponsoring this event?

Contact Us Now

Headlined by leading VP-level customer contact executives, CCW Online features a combination of keynotes, interactive roundtables, fireside chats and demos. All sessions are backed by research and case studies. 


Day 1 - Tuesday, 19 March 2019

Re-Fueling Leadership Buy-In : Proving The ROI of Your Experience Management Initiatives
Speakers: Brian Andrews, Senior Experience Management Principal, Medallia
Elaine Chen, EX and CX Strategy and Insights Manager, Medallia
Anna Steinhage, PhD, EX and CX Strategy and Insights Manager, Medallia


 Metrics Revisited for  Modern CX 
Speaker: Niamh O'Maolain, Head of Customer Strategy and Operations, Sure

Re-Writing The Customer Feedback Rulebook: Speech Analytics, Surveys And Powerful Questions
James Loeber, Vice President of Sales and Business Development, Surgent Networks



Designing CX Programs To Support Successful Digital Transformation
Speaker:  Michelle Brigman, CX Director, 7-Eleven 



Agenda subject to change. All times listed below GMT

VP Relationship Marketing & Social Media 
Resorts World Genting

Rod Strother
Vice President, 
Digital Experience 


Akira Mitsumasu
VP Products and Services Planning,

Japan Airlines

Lawrence Mitchell
Chief Customer and Marketing Officer 
Sumo Salad

Hendrik Coetzee
Senior Solutions Consultant


James Walford 
Strategic Director – Digital & Innovation


James Sowden
Customer Success Manager 


Gillian Mackay
Strategic Consulting Director 


Anthony Brown
Corporate Consultant 


Malcom Koh
APAC Customer Experience Strategist


Register for FREE
Register for FREE

Customer Feedback, Signals 
& Satisfaction

Download agendaRead moreRead moreRead moreRead moreRead moreRead moreRead more

Toni Kershaw

Customer Access Manager, Calderdale Council

Derek Franks

Senior Director Insights, Worldwide Customer Experience, Electronic Arts (EA)

James Loeber,
Vice President of Sales and Business Development, Surgent Networks

Anna Steinhage, PhD,
EX and CX Strategy and Insights Manager - Medallia

Brian Andrews
Senior Experience Management Principal , Medallia

Elaine Chen,
EX and CX Strategy and Insights Manager , Medallia

Jackie Potts
VOC Prodcut Manager