Listen. Evaluate. Improve.

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  • Powerful 1-Day CX Leadership Event

  • Informative 30-Minute Thought Leadership Sessions

  • Innovative 15-Minute Demos

  • Engaging 45-Minute Coffee Talk Sessions


Understanding your customers is critical, especially right now when change is constant, so Execs In The Know (EITK) is going digital on August 11, 2020 to bring you CustomerCONNECT. With rapidly changing customer expectations, needs, and behaviors, we will explore the many facets of staying connected with your customers.

Keynote Speakers

  • Lisa Oswald

    Senior Vice President of Customer Service

  • Becky Ploeger

    Global Head Hilton Reservations & Customer Care

  • Bit Rambusch

    Vice President, eServices & Knowledge Management

  • Elena Loucaidou

    Director of Player Relations

  • Angie Pizzuti

    Vice President & Chief Customer Officer Customer

Listen. Evaluate. Improve.

Now more than ever, it is important for brands to gather customer feedback, evaluate, and adapt your service models and approach to CX. If you are exploring ways to collect data, connect with your customers, and implement digital change, then we invite you to be part of this important conversation.

This one-day event is packed with timely, education-rich, quick-hit content. Throughout the day, you can conveniently attend 30-minute Keynotes and Thought Leadership Sessions, join 15-minute Solution Showcase Demos, interact with speakers and corporate brand leaders, and gather the information you need to make well-informed decisions. As an added bonus, the next morning we will gather for 45-minute Coffee Talk Sessions to brainstorm and problem solve together in small interest groups!

Topics Covered During CustomerCONNECT

  • Customer Expectations & Cost Implication – Striking a Balance
  • Empathy – The Need to Go Off-Script
  • Agents – Your Sentiment Scorekeepers
  • Changing Customer Expectations
  • Digital Adoption Transformation
  • Best Practices for Connecting with Your Customers
  • Survey Program Design
  • Operationalizing Customer Feedback
  • And More

Key Reasons To Attend

In addition to a packed agenda with timely and relevant topics, you won’t want to miss this powerful day of content.

  • Impactful Case Studies

    Impactful case studies from proven CX brand leaders

  • Powerful Perspectives

    10 Powerful perspectives on real-world solutions

  • Innovative Demos

    A solution showcase of quick-hit demos

  • Actionable Information

    Outcome-based focus providing meaningful takeaways


  • Attendees should include CX executives that are focused on the operational strategy and execution of customer care. This will include those who are focused on building agility and fine-tuning their Voice of the Customer (VoC) and/or Voice of the Employee (VoE) programs.

What to Expect at CustomerCONNECT

You might be listening but are hearing what your customers are saying? Now is the time reevaluate your once proven VoC programs to adjust and connect on a whole new level.

  • Hear from proven Corporate Brand Leaders armed with experiences and insight to share

  • Gain perspectives from across the industries on a myriad of topics from Subject Matter Expert Solution Partners

  • Collect timely information to evaluate current strategies and examine new alternatives

  • Experience a convenient and content-rich online event, with an opportunity to gain real-time feedback and access content on-demand

  • Interact with speakers in a live Q&A panel discussion and collaborate in an exclusive corporate-only discussion in our KIA Online Community

Participating Sponsors