SmileDirectClub Manufacturing Facility Tour

Sponsored by: CustomerServ

Join Execs In The Know on Friday, September 22nd at 2 PM for an exclusive behind-the-scenes tour of SmileDirectClub’s manufacturing facility, dubbed the SmileHouse.

Your host Alvin Stokes, SmileDirectClub’s Chief Customer Contact Officer, will share how this disruptive brand streamlines the process from customer engagement to purchase decision and innovates the CX journey for their customers. He’ll delve into the fascinating connection points between customer experience and the SmileMaker Platform, which uses advanced AI technology via an app to put game-changing innovation in the palm of consumers’ hands.

Be a part of this tour to witness firsthand the impressive 3D printing technology, observe the seamless production of the brand’s clear aligners, and explore how using the power of innovation can up-level your customer experience. We can’t wait to see you there!

Wednesday, September 20, 2023 - Opening Day



8:30 AM – 7:30 PM


9:00 AM – 10:30 AM

Executive Strategy Session

Hosted By: Black Box
By Invitation Only

Zach Jones
Global CX Solutions Architect

Sanjeev Verma
CEO & Executive Director

10:45 AM – 12:15 PM

Executive Luncheon

Hosted By: Interactions
By Invitation Only

12:30 PM – 5:30 PM 

Opening Day Tech Forum & Workshop Sessions

Opening Day sessions allow you the opportunity to engage early with your CX leader peers and to deep dive on a specific subject. By design, these 90-minute sessions will have defined learning objectives, inspire interactive discussions, and provide dynamic engagement through an exercise, a demo, or lively discussion. Each session is unique, for a total of six sessions. Simply choose between a Tech Forum or an Employee Engagement Workshop topic for each scheduled session time.

12:30 PM – 2:00 PM

Tech Forum

AI Simulation Roleplay Training for Speed to Proficiency in the New Hybrid Workforce

Hosted By: Zenarate
Corporate Attendees Only

Casey Denby
Vice President of Sales

Employee Engagement Workshop

Improving EX in a Remote Workforce

Hosted By: HGS
Corporate Attendees Only

Akilah Hodge
Sr. Director of Business Development

2:15 PM – 3:45 PM

Tech Forum

The Conversational AI Divide

Hosted By: Knowbl
Corporate Attendees Only

Jay Wolcott
Co-founder and CEO

Matt Taylor
Co-founder and Chief Product Officer

Employee Engagement Workshop

How to Cultivate a Culture of Well-Being for a Resilient Workforce

Hosted By: IntouchCX
Corporate Attendees Only

Chris Harrison
Senior Vice President, Well-Being and Organizational Development

4:00 PM – 5:30 PM

Tech Forum

Building Trust in Generative AI

Hosted By: TELUS International
Corporate Attendees Only

Siobhan Hanna
Managing Director,
AI Data Solutions

Steve Nemzer
Sr. Director,
AI Innovation & Growth

Employee Engagement Workshop

Leading Across Generations: Understanding and Embracing Differences in the Modern Workforce

Hosted By: COPC
Corporate Attendees Only

Rick Zayas
Vice President

1:00 PM – 5:00 PM

Partner Orientation

Business Partners Only

5:30 PM – 7:30 PM

Welcome Reception

Hosted By: Gladly

7:30 PM – 10:00 PM

Executive Dinner

Hosted By: HGS
By Invitation Only

Thursday, September 21, 2023 - Day 1


7:15 AM – 8:15 AM

Breakfast & Registration

8:15 AM 8:45 AM

Conference Kick-off

8:45 AM – 9:30 AM

Carolyne Truelove Headshot


Ignite the Leader Within: Embracing the Power of Inspiration for Extraordinary Results

Presented By: Carolyne M. Truelove
Vice President, Reservations and Service Recovery
American Airlines

9:30 AM – 10:15 AM

Panel Discussion

The Agent, the Data, and Technology: Three Pillars for Enabling CX Personalization

Moderated By: Sutherland

Paul Reiner
Senior Vice President
Digital Transformation & Innovation:
Retail, CPG & Travel

Shay Begani
Global Director, Consumer Experience

Lauren Best
Director, Dental Team

Todd Sale
Senior Vice President Customer Experience

10:15 AM – 10:45 AM

Networking Break

Coffee Bar Sponsored By: Beyondsoft

10:45 AM – 12:15 PM

Customer Shop Talks

Customer Shop Talk sessions are small, industry-expert-led discussions on a laser-focused topic. Attendees will pick two of the four available 40-minute sessions.

Data-Driven Customer Insights: Leveraging Analytics to Anticipate and Exceed Customer Expectations

Presented By: AWS and Truist

Connie Workman
Head of Sales – CXE

Garrett Graham
Head of Client Journey

Digital First, Member Always: How Navy Federal Credit Union Brings this Mantra to Life

Presented By: PTP and Navy Federal Credit Union

Crystal Collier
Executive Consultant

Jamal Cox
Vice President
Digital Internal Systems
and Communications

What Is a Digital Worker?: Harnessing ChatGPT and Automation to Create New Strategies in CX

Presented By: Laivly and Ulta Beauty

Jeff Fettes
Founder and CEO

Ron Brown
Senior Program Manager for Guest Services

The Era of Intelligent CX: Opportunities and Challenges

Presented By: Zendesk

Bandar El-Eita
Senior Director, Product Marketing

12:15 PM – 1:00 PM


1:00 PM – 1:45 PM

Panel Discussion

The Lifelong Conversation: How to Make Customer Service Your Business Using a Seamless Channel Experience

Moderated By: Gladly

Mike McCarron
Chief Customer Officer

Todd McReynolds
Vice President of
Customer Care
and Vendor Management

Liis Saar
Former Senior Director of CX

Melody Blumenschein
Assistant Director, People Service Centers

Kelley Cutforth
Vice President Customer Support

1:45 PM – 2:15 PM

Case Study

Creating a Healthy, Tech-Empowered Workplace

Presented by: Synchrony and Intradiem

Jim Simmons
Vice President, Productivity & Initiatives

Jennifer Lee

2:15 PM – 2:30 PM

Networking Break

2:30 PM – 3:15 PM

Panel Discussion

Moderated by: Concentrix

Finding the ROI of Your CX Vision

Lou Powell
Sr. Managing Partner, Solutions

Shannon Hodges
Vice President of Sales & Support

Robert Dietz
Senior Director, Customer Solutions

Jason Mercer-Pottinger
RTS Operations Director

3:15 PM – 3:45 PM

Stacy Spikes Headshot


Behind the Screens: How MoviePass Is Redefining Customer Experience and Building a Moviegoer Community

Presented By: Stacy Spikes
Co-Founder and CEO

3:45 PM – 5:45 PM

Innovations Lab & Cocktail Hour

After a full day of discussions, attendees can see concepts live in action and learn how they can be applied to improve CX in different channels and processes. The comfortable, relaxed setting will be the perfect backdrop for engaged conversations and learning.

Sponsored By: Clear Harbor

6:30 PM – 10:00 PM

Evening Networking Event

Transportation begins departing from the lobby at 6:15 PM on a continuous loop

Sponsored By: ibex

Friday, September 22, 2023 - Day 2


8:00 AM – 9:00 AM


9:00 AM – 9:30 AM

Conference Opening

9:30 AM – 10:15 AM


The Future of Work: Navigating the Change Curve

Presented By: Peter Mallot
Worldwide Support Leader for
Modern Life and Business Programs

10:15 AM – 11:30 AM

Moments of Brilliance

Moments of Brilliance are mini case-study sessions. Attendees can choose two of the four 30 minute-sessions.

Achieving Cultural Alignment: Neiman Marcus Sets the Stage for Optimal Strategic Partnerships

Presented By: Qualfon and Neiman Marcus

Jennifer Di Tirro
Vice President
Business Development

Chris Purpura
Vice President of Customer Care

From Ordinary to Extraordinary Customer Support: A Real-World AI Success Story

Presented By: Freshworks Inc.

Colin Crowley
CX Advisor

Dan Medina
Director of Customer Service Operations

Simplifying Contact Center Processes to Drive Cost Savings and Better Experiences

Presented By: Uniphore

Kim West
Vice President Product Marketing


LOOP Insurance Replaced Their Chatbot with Generative AI and Resolution Rates Soared!

Presented By: Quiq and LOOP Insurance

Mike Myer
CEO and Founder

Quiq logo


Weslee Berke
Head of Customer Care

11:30 AM 11:45 AM

Networking Break

11:45 AM – 12:30 PM


Size Is No Barrier: How Brands of Every Scale Are Navigating the AI-CX Landscape

Moderated By: OP360

Aaron Fischer
Chief Revenue Officer

Scott Clarke
Senior Director
Engagement Channels Engineering

Valary Dornfeld
Director, Customer Care Sales

Jack Meek
Vice President of Care Operations

Toni Keller
Director of Customer Experience

12:30 PM – 1:00 PM


Unleashing the Power of Customer Data: How iRobot Leverages Customer Care to Build Lasting Relationships in a Competitive Tech Landscape

Presented By: Ledia Dilo
Vice President,
Head of Global Customer Care and Fulfillment

1:00 PM – 1:45 PM


1:45 PM – 4:00 PM

Industry Tour

SmileDirectClub Facility Tour

Sponsored By: CustomerServ

Take a sneak peek at the Smile House and hear about their innovative CX journey.

Alvin Stokes
Chief Customer Contact Officer