The Global Frontline Experience Summit

And that's a wrap! The summit is over for another year. Make sure you join the Frontline Magic community to hear about upcoming events.

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For leaders ready to make a difference at the frontline

Join thousands of leaders from people-powered businesses across Marketing, Customer Experience, Operations and HR. Learn how to level up your customer experience and empower your customer facing teams to deliver awesome service, every time.

Learn why the current CX model doesn’t work for service businesses

Most service businesses aren’t doing enough to empower the people responsible for serving the customer. Learn what’s broken, and how to fix it. 

Hear real-world examples from industry leaders

Frontline first companies will share how they win on customer experience through trusting, appreciating and supporting their customer facing teams.

Discover new tools and processes designed to fix the problem 

Get familiar with the new breed of customer experience tools and processes, designed for frontline success.

Hear speakers from some of the most customer obsessed brands as they share their stories and playbooks

Fort Lauderdale Marriott Hotels
ServiceNow
SmileDirectClub
Mitre 10
Sun Country Airlines
A1 Air Conditioning & Heating
Cleancorp
Les Mills
Barry's Bootcamp
HMS Host
The Wise Pineapple
Macadamian
John Holland
Lendmark Financial Services
The EI Evolution
BioReference Laboratories
BioReference Laboratories
New Zealand Home Loans
 Skedulo

February 2022 Speakers

Be sure to register for free to hear as soon as we announce new speakers and schedule for the day.

Charles Ryan Minton

Hotelier, Fort Lauderdale Marriott Hotels

Jerry Campbell

Director, Customer Workflows-Leading Practices

Cheryl DeSantis

Chief People & Diversity Officer

Kirsten Riechelmann

Head of People Experience, Mitre 10

Jeremy Hyde

Director, Customer Service Sun Country Airlines

Dan Cockerell

Ex. VP of the Magic Kingdom, Disney, Executive Coach

Christine McHugh

Ex. VP of Customer Service and Operations Services Starbucks, Author of the book From barista to boardroom

Jeanne Bliss

Author and customer experience advisor

Anna Egan

CX and Business Development Leader, A1 Air Conditioning & Heating

Mel Tempest

Fitness Industry Thought Leader, IHRSA Award winner.

Lisa Macqueen

CEO Cleancorp

Ish Cheyne

Head of Fitness, Les Mills

Devin Murphy

Senior Vice President Operations

Joe Thornton

EVP/COO of HMSHost, former COO of Jamba Juice

Christine Trippi

MC and Author, professional Energizer

Roxana-Maria Barbu

PhD and Senior Cognitive and Behavioural Experience Researcher

Yvette Mihelic

Director of Customer Experience

Ethan Andelman

Chief Marketing Officer

Sandra Thompson

Tedx Speaker, CX and EX Educator.

Vinny Pacione

Vice President of Consumer Technology and Digital Solutions

Jami Kaliebe

Vice President, Scarlet Health Delivery

Chris Wong

Financial Services Leader

David Kohari

VP of Customer Success

Wendy Miller

SVP, Customer Success

Aaron Ward

Co-founder and CEO

Robert Galop

VP of Marketing

Partners

Hear what others are saying

"I found my tribe! You speak my HUMAN language! I appreciate that you had an array of people that could speak to a variety of frontline scenarios. I enjoyed the entire experience!"
– 2020 Attendee
"I love being able to hear what everyone is doing to keep the connective tissue connected, because without the frontline workers being given the tools they need not only do they suffer the most but as the world, we do too. We just don't realize it on the scale as the frontline workers do each day."
– 2020 Attendee

February 2022 Agenda

8:00am - 8:05am PST
Welcome! 
8:05am - 8:30am PST

KEYNOTE
Hey 2022, we need to talk about fixing frontline work

Aaron Ward,
AskNicely

Most businesses can deliver a great experience, at least once. But doing it every day, for every customer, when you're relying on human beings? Well, that takes some magic.

Learn the The Seven Habits of Successful Frontline teams and how we, together can build a movements to make frontline work awesome.  

Aaron is a customer experience guy and the co-founder and CEO for AskNicely the world's first Frontline Success platform that fits in your pocket.

8:30am - 9:15am PST

KEYNOTE
Create Magic like Disney

Dan Cockerell,
Disney

Only you Define your Success – Join Dan as he takes you on his leadership journey with Disney.

Dan Cockerell started out as a parking attendant and worked his way to Vice President of the Magic Kingdom in Orlando, Florida leading 12,000 employees. Hear Dan’s story and what he learned during his 26 year career, both personally and professionally and learn how you can create magic just like Disney.

9:15am - 9:30am PST

MINI TALK
Mission Possible: Unlock a superior customer experience with your emotional why

Cheryl DeSantis,
SmileDirectClub

Empathy is a key driver of better business results. You can't have happy customers without happy team members.  In this talk Cheryl will share how to put the human back in human resource. Learn how to harness the power of finding your emotional why through team member empathy, empowerment, and engagement.

Cheryl DeSantis is the Chief People and Diversity Officer at SmileDirectClub, an industry leader and pioneer in the Telehealth and oral care space. With more than 20 years of experience in strategic people and organizational development, Cheryl enables the growth of the business through its team members and always striving to maintain SmileDirectClub’s strong company culture.

9:30am - 9:45am PST

MINI TALK
The power of employee satisfaction

Jerry Campbell
ServiceNow

Great customer experience starts with great employee experience. Learn how valuing your employees drives a culture of service by the power of employee satisfaction. Jerry understands a thing or two about leadership. As a non commissioned officer, manager and leader in the U.S. Air Force, he helped people achieve their potential in extreme circumstances. Since leaving the armed forces, Jerry has headed up customer-centric teams at 7-Eleven, UnitedHealthcare and ServiceNow.

9:30am - 9:45am PST

MINI TALK
The power of emotional intelligence and how you can learn it

Sandra Thompson
Tedx Speaker, CX and EX Educator

Emotional intelligence will be presented as the must have skill for success for managers. In this talk, you will learn what emotional intelligence is, and how the business that adopts it can become the industry leader with increased revenues and greater staff engagement. You will walk away with a few practices they can start now to improve their own learning. 
Sandra Thompson is an Educator and TEDx speaker who was the first Goleman Emotional Intelligence Coach in the UK. She started out as a Customer Experience consultant in 2010 focusing on improving customer and employee experience. Sandra believes that customer experiences and life-long learning are better designed, delivered and improved with the support of the sciences (neuroscience, behavioural science and psychology).

9:45am - 10:15am PST

MODERATED Q&A
Do one thing better

Jeremy Hyde,
SunCountryAirlines

Few people know contact centers like Jeremy. He’s spent the bulk of his career in customer experience management, helping companies like Medica and UCare deliver an exceptional experience to their customers. He supports an incredible 1,800 employees and 3 million passengers in his current role.  Join Jeremy as he answers questions on how to best connect Service Standard and Goals to achieve longterm results.

10:15am - 10:30am PST
SHORT BREAK
10:30am - 11:00am PST

KEYNOTE
The state of frontline work

Robert Galop,
AskNicely

A lot has changed for service businesses in the midst of the current pandemic. AskNicely partnered with research firm Metrigy to get an understanding of how best-in-class service businesses are enabling their frontline teams and improving business today. This keynote will dive into the data to show how these companies are rising above the competition and creating better customer and employee experiences that increase customer satisfaction, revenue, and profitability.

11:00am - 11:30am PST

KEYNOTE
The psychology of habit formation

Roxana-Maria Barbu, PhD
Macadamian

A new product or service, or even enhancements to existing ones, implicitly require some form of behaviour change for both your employees, and your customers. Behaviour change, whether it is forming a new habit or changing an existing one, is hard to say the least. What steps are you taking to de-risk those changes before introducing them to your employees and/or customers in a way that ensures you get the outcomes you are looking for?

Roxana is a Cognitive and Behavioral Experience Researcher and in this talk she will provide a glimpse into the psychology of habit formation and insights into how to facilitate it for your customers, but also your employees.

11:30am - 11:45am PST

MINI TALK
Connecting the dots: From company to CX metrics

Dave Kohari,
Skedulo

David will share how Skedulo educates its Customer Success team to provide the best Customer Experience by ensuring they understand how their efforts and engagement with their customers improve Skedulo's CX operating metrics. In return, these efforts drive improvement in the overall company operating metrics. This is internally referred to as "connecting the dots" and it's a concept that's woven into their entire management philosophy.

Walk away with a mental model that will help connect the dots for your team and your organization.

11:30am - 11:45am PST

MINI TALK
You can't have a growth story without an engaged team

Anna Egan,
A1 Air conditioning and heating

Having worked in the Customer Service Industry for almost 20 years ranging from large to midsize companies, Anna Egan knows how to bring out the best in every individual. The end result is a culture that cultivates the best experience for the employee, the customer, and the business.

In this talk Anna will share a touching and personal story on a coaching experience that led to outstanding results. A story that will truly inspire you to see to every individual and their capability to drive professional and personal results.

11:45am - 12:00pm PST

MINI TALK
Brilliant at the basics: How coaching for small improvements yields big CX results

Ethan Andelman
Lendmark Financial

Lendmark has made coaching for small improvements the cornerstone of their CX playbook and in this talk, Ethan will share how you can start small to drive big improvements, and train your teams for success.

As a seasoned and proven marketing executive, Ethan oversees the enterprise marketing strategy and leads a team of marketing professionals. Prior to joining Lendmark, Ethan was Senior Vice President for Citigroup – OneMain Financial (formerly CitiFinancial). 

11:45am - 12:00pm PST

MINI TALK
The power of your personal story

Ish Cheyne,
Les Mills, New Zealand

Learning how and when to use your personal story will help you stay relevant and build empathy with your team. By understanding your personal story and getting good at sharing it with others you can deepen a sense of purpose and create masses amounts of motivation.

Ish Cheyne’s fitness career spans over 28 years, working for the leading fitness brand Les Mills, New Zealand’s Ish has a strong skill set in change management and operational strategy and is known as a key influencer in the fitness industry.

12:00pm - 12:30pm PST

MODERATED Q&A
Set your service standard

Christine McHugh,
Former Starbucks

Grab a cup of coffee and Join Christine McHugh, who spent a 27-year career at Starbucks as the Vice President of Customer Service and Operation Service where she led retail operations business planning and implementation for 13,000 stores across U.S. and Canada, managing a team of 100, along with a 600-person outsourced customer contact center. Responsible for the global retail customer service strategy, driving the most significant improvement in brand equity measures in company history resulting in higher customer satisfaction and increased frequency of visits. Christine will be answering your questions on how you can build a culture of service for your business.

12:30pm - 1:15pm PST
LONGER BREAK/ACTIVITY
1:15pm - 2:00pm PST

KEYNOTE
Creating a culture where employees thrive & customer service is alive

Charles Ryan Minton,
Marriott Hotels

As the author of “Thanks for coming in today”, Charles Ryan Minton is nearly as famous in the customer service industry as the hotels he’s headed up. He’s built a career in leadership of many of the world’s most loved hotel brands, including the famed Westin (owned by Marriott Bonvoy). If there is something Ryan knows it is that by providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most leaders forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out.

2:00pm - 2:45pm PST

KEYNOTE
HUMANITY IN BUSINESS - “Experience” without HUMANITY is just a bunch of tactics

Jeanne Bliss,
Author and Customer Experience Advisor

Jeanne Bliss guides companies to achieve business growth through leadership bravery and elevated business practices. She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

This keynote is a fast-track lift-off for your customer experience efforts that will inspire you  to include the often-overlooked critical element of transformation: understanding the human at the end of your decisions. The most admired companies who earn ardent promotors and organic growth angst over who these people are, how they live their lives, and understand their goals. They build respect, honor and trust into their operating model and with their people. And they are celebrated for how they show up as people, and for the care, the thoughtfulness and the humanity that they have woven into their operating model.

2:45pm - 3:00pm PST

MINI TALK
The hostility of change: Breaking through deep-seated barriers to recognize achievement

Joe Thornton,
HMSHost

At some point in our life, we are all faced with the difficulty of managing change. The implication of change in our personal life is challenging enough. Managing change as a leader can have even greater implications.

In this talk you will learn how clarity can be a hidden barrier to change acceptance and how to overcome it.

2:45pm - 3:00pm PST

MINI TALK
Lead with legacy

Mel Tempest,
Fitness leader

Ever thought about what legacy you are leaving behind? Mel will share personal stories of how you can lead with courage and confidence to challenge those around you by doing one thing better every day.

Mel was the first Australian to receive an award from IHRSA. In 2019 and 2020 Mel was recognized as a top 3 fitness business influencer in the USA by the Association Of Fitness Studios, and is knows as a thought leader in the fitness industry.

3:00pm - 3:15pm PST

MINI TALK
Build strong and lasting customer relationships by unmuting the frontline

Wendy Miller,
Ruby

Wendy is passionate about building customer-focused organizations that allow Customer Success to build strong and lasting client relationships while maximizing company profitability.  She is uniquely skilled at developing cross-departmental collaboration and leadership. 

In this talk Wendy will share how you can connect team/individual objectives to overall business goals by incentivizing your team on the behavior you as a leader would like to see. 

3:00pm - 3:15pm PST

MINI TALK
Service 101: people have to buy into YOU before they buy into IT

Lisa Macqueen,
Cleancorp

How do you unmute your frontline by maximizing and humanizing every single interaction? In this talk Lisa will share how you can make your frontline teams sparkle. Lisa Macqueen, has long lived experience in marketing and working in hospitality, moving from selling gorgeous hotels in exotic locations to selling cleaning services, Lisa had to completely unlearn everything she knew about marketing, and figure out how to win new clients. Armed with a new perspective, Lisa took an ‘average’ office cleaning company and turned it into a multi-million dollar international business in the space of a few short years.

3:15pm - 3:45pm PST

MODERATED Q&A
Grow your customer service ‘gains’ by unmuting the frontline

Devin Murphy,
Barry's

Devin is the Senior Vice President of Operations at Barry's, responsible for the 4-wall studio business, inclusive of both financial performance as well as client experience. She joined Barry's in 2014, and has helped lead the growth of the business from 14 studios to 82 globally, building vision and processes to scale Barry's values based culture and experience, for clients and employees alike. Join us for a moderated Q&A where Devin will be answering questions on how you can improve your customer experience at the frontline and grow your customer service ‘gains’.

3:45pm - 4:00pm PST
SHORT BREAK
4:00pm - 4:15pm PST

MINI TALK
Creating a passion for customer connection

Yvette Mihelic,
John Holland, Australia

How do you engage cross functional teams to make customer experience their passion, regardless of their roles? Yvette will share some real life examples how you can connect your employee to your customer no matter their role.

Yvette  Mihelic is a customer experience senior executive with over 20 years of extensive experience across industry and sector. Most recently she is leading the customer experience division within John Holland’s Rail Operations and Maintenance team and has designed, developed and implemented customer experience strategy for the corporate division as well as several public transport contracts across Australia.

4:00pm - 4:15pm PST

MINI TALK
How tech can enable a culture of coaching and self-improvement for the mobile workforce

Jami Kaliebe & Vinny Pacione,
BioReference Laboratories

Scarlet Health® reimagines the delivery of laboratory diagnostics through its integrated digital platform – addressing the complexity of healthcare in the digital age. Backed by BioReference’s national presence and infrastructure, Scarlet delivers an innovative and mobile alternative to traditional laboratory testing , closing critical gaps in patient care and completing the last medical mile.

During their session, Vinny Pacione, Vice President of Consumer Technology and Digital Solutions will discuss the technology BioReference uses to empower their frontline employees and Jami Kaliebe, Vice President of Scarlet Health Delivery, will review the ways these technologies have helped mold the overall Scarlet patient experience.

4:15pm - 4:30pm PST

MINI TALK
The power of fast feedback loops to drive customer satisfaction

Chris Wong,
New Zealand Home Loans

In this talk, Chris will share how New Zealand Home Loans uses customer feedback to drive business success. He will explain how they actively share customer feedback with frontline teams on a regular basis, and how that has improved overall customer experience.

4:15pm - 4:30pm PST

MINI TALK
Transforming business results from the inside out

Kirsten Riechelmann,
Mitre10

Transforming a business from the inside-out only really gains momentum when those tasked with implementing the changes can truly say: “We’re with you all the way”. This is something Mitre10 New Zealand’s Head of People Experience Kirsten Riechelmann has experienced first hand in her 15 years of working with the country’s largest home improvement retailer. Listen to Kirsten as she encourages you to get curious, try things outside the norm and push boundaries to create real magical customer experiences with buy in from the staff.

4:30pm - 5:00pm PST

KEYNOTE
Yes is the answer - 4 steps to always say, YES!

Christine Trippi,
The Wise Pineapple

Christine Trippi is an author, keynote speaker, hospitality consultant, and an award-winning hotelier who has been in hospitality for over 30 years, serving resort, full, and select-service hotels.

Christine is the author of Yes Is the Answer. She uses her energy, experience, and passion for helping leaders and organizations to Be Confident, Be Empowered, and Lead from the Heart driving Sweet Results! Join Christine as she will give you as a leader 4 easy steps to always say yes and by doing so, up your service standards!

5:15pm PST
SUMMIT END
MINI TALKS: Short 10 min talk from the frontline with a few minutes for questions at the end. MINI TALKS will be happening on the mini-talks area.
KEYNOTE: Longer talks 30-60 min depending on speaker and will happen on the main stage.
Q&A: Hosted sessions with question and answer to a specific guest 30 min and will be happening on the main stage.

FAQ

How do I use the event platform Hopin?

You will receive an email with a unique link that takes you directly to the event “reception” on the day of the event. To make the most of this experience, check out the video & guides below:

Hopin Attendee Walkthrough Video >Hopin Attendee FAQ >

Will I get access to the videos and other content after the event?

Yes! All the content except the special guest sessions will be made available to all those who registered for the event. Just sign up and hope you can attend but if not, do not worry you will still be able to access the sessions afterward.

Can I join just for one or a few sessions?

Absolutely! While a huge part of the value comes from interacting in the different sessions by asking questions and networking with other attendees, we understand everyone has busy schedules, so if you can only attend a few sessions that is all good. As long as you register you’ll have access to all the recordings except the guest speaker keynotes as well.

Is the event really free?

Yes! Thanks to our partners AskNicely this event is completely free! Spread the word to your colleagues and get them to attend too!

I am not directly responsible for the customer experience at our company. Is this event still for me?

Yes, this event is all about building your knowledge base, inspiring you to do things differently, and finding a community of like minded people who believe in the frontline. If you’re interested in those things, this event is for you!

What do you mean by frontline or frontline worker?

Frontline workers are anyone that has a customer facing role for a service business. This is not limited to just emergency services but also includes hospitality, retail, finance, transportation, travel and more! In fact, 80% of the global workforce is considered frontline workers, and it’s time we talk about their experience.

I have not received my confirmation email after signing up. What do I do?

Check your junkmail first and make sure you also open emails from Hopin (That is the event platform you will be attending the event on the day) If you still can’t find anything, please reach out to events@frontlinemagic.org and we’ll help get you set up.

Can I invite others from my organisation to attend?

Absolutely! You can have as many people from your organisation to sign up for free. Just share them the link to the website or forward them your confirmation email after you signed up and encourage them to sign up too.

Where can I find examples of previous years sessions?

You can watch them here by signing up for free. Just use the filter at the end of the page that says 2020 Summit

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The Agenda

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8:00am - 8:15 PST
Intro/Welcome
8:15am - 8:45am PST

KEYNOTE
Hey 2022, we need to talk about fixing frontline work

Aaron Ward,
AskNicely

Most businesses can deliver a great experience, at least once. But doing it every day, for every customer, when you're relying on human beings? Well, that takes some magic.

Learn the The Seven Habits of Successful Frontline teams and how we, together can build a movements to make frontline work awesome.  

Aaron is a customer experience guy and the co-founder and CEO for AskNicely the world's first Frontline Success platform that fits in your pocket.

8:45am - 9:15am PST

KEYNOTE
Create Magic like Disney

Dan Cockerell,
Disney

Only you Define your Success – Join Dan as he takes you on his leadership journey with Disney.

Dan Cockerell started out as a parking attendant and worked his way to Vice President of the Magic Kingdom in Orlando, Florida leading 12,000 employees. Hear Dan’s story and what he learned during his 26 year career, both personally and professionally and learn how you can create magic just like Disney.

9:15am - 9:30am PST

MINI TALK - STAGE 1
Putting your people first:
Leading with empathy

Cheryl DeSantis,
Smile Direct Club

MINI TALK - STAGE 2
To Be Announced 🎉

Empathy is a key driver of better business results. You can't have happy customers without happy team members.  In this talk Cheryl will share how to put the human back in human resource.

Cheryl DeSantis is the Chief People and Diversity Officer at SmileDirectClub, an industry leader and pioneer in the Telehealth and oral care space. With more than 20 years of experience in strategic people and organizational development, Cheryl enables the growth of the business through its team members and always striving to maintain SmileDirectClub’s strong company culture.


9:30am - 9:45am PST

MINI TALK - STAGE 1
The Power of Employee Satisfaction

Jerry Campbell
Service Now

MINI TALK - STAGE 2
To Be Announced 🎉


Great customer experience starts with great employee experience. Learn how valuing your employees drives a culture of service by the power of employee satisfaction.

Jerry understands a thing or two about leadership. As a non commissioned officer, manager and leader in the U.S. Air Force, he helped people achieve their potential in extreme circumstances. Since leaving the armed forces, Jerry has headed up customer-centric teams at 7-Eleven, UnitedHealthcare and ServiceNow.


9:45am - 10:15am PST

MODERATED Q&A
Do one thing better

Jeremy Hyde,
Sun Country Airlines

Few people know contact centers like Jeremy. He’s spent the bulk of his career in customer experience management, helping companies like Medica and UCare deliver an exceptional experience to their customers. He supports an incredible 1,800 employees and 3 million passengers in his current role.  Join Jeremy as he answers questions on how to best connect Service Standard and Goals to achieve longterm results.

10:15am - 10:30am PST
SHORT BREAK
10:30am - 11:00am PST

KEYNOTE
The State of Frontline Work

Robert Galop,
AskNicely

A lot has changed for service businesses in the midst of the current pandemic. AskNicely partnered with research firm Metrigy to get an understanding of how best-in-class service businesses are enabling their frontline teams and improving business today. This keynote will dive into the data to show how these companies are rising above the competition and creating better customer and employee experiences that increase customer satisfaction, revenue, and profitability.

11:00am - 11:30am PST

KEYNOTE
The psychology of habit formation

Roxana-Maria Barbu, PhD
Macadamian

A new product or service, or even enhancements to existing ones, implicitly require some form of behaviour change for both your employees, and your customers. Behaviour change, whether it is forming a new habit or changing an existing one, is hard to say the least. What steps are you taking to de-risk those changes before introducing them to your employees and/or customers in a way that ensures you get the outcomes you are looking for?

Roxana is a Cognitive and Behavioral Experience Researcher and in this talk she will provide a glimpse into the psychology of habit formation and insights into how to facilitate it for your customers, but also your employees.

11:30am - 11:45am PST

MINI TALK - MAIN STAGE
To Be Announced 🎉




MINI TALK - STAGE 2
You can't have a growth story without and engaged team

Anna Eagan,
A1 Air conditioning and heating








Having worked in the Customer Service Industry for almost 20 years ranging from large to midsize companies, Anna Eagan knows how to bring out the best in every individual. The end result is a culture that cultivates the best experience for the employee, the customer, and the business.

11:45am - 12:00pm PST

MINI TALK - MAIN STAGE
To Be Announced 🎉





MINI TALK - STAGE 2
Lead with Legacy

Mel Tempest,
Fitness leader













Ever thought about what legacy you are leaving behind? Mel will share personal stories of how you can lead with courage and confidence to challenge those around you by doing one thing better every day.

Mel was the first Australian to receive an award from IHRSA. In 2019 and 2020 Mel was recognized as a top 3 fitness business influencer in the USA by the Association Of Fitness Studios, and is knows as a thought leader in the fitness industry.

12:00pm - 12:30pm PST

MODERATED Q&A
Set your service standard

Christine Mchugh,
Former Starbucks

Grab a cup of coffee and Join Christine McHugh, who spent a 27-year career at Starbucks as the Vice President of Customer Service and Operation Service where she led retail operations business planning and implementation for 13,000 stores across U.S. and Canada, managing a team of 100, along with a 600-person outsourced customer contact center. Responsible for the global retail customer service strategy, driving the most significant improvement in brand equity measures in company history resulting in higher customer satisfaction and increased frequency of visits. Christine will be answering your questions on how you can build a culture of service for your business.

12:30pm - 1:15pm PST
LONGER BREAK/ACTIVITY
1:15pm - 2:00pm PST

KEYNOTE
Creating a Culture Where Employees Thrive & Customer Service is Alive

Charles Ryan Minton,
Marriott Hotels

As the author of “Thanks for coming in today”, Charles Ryan Minton is nearly as famous in the customer service industry as the hotels he’s headed up. He’s built a career in leadership of many of the world’s most loved hotel brands, including the famed Westin (owned by Marriott Bonvoy). If there is something Ryan knows it is that by providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most leaders forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out.

2:00pm - 2:45pm PST

KEYNOTE
HUMANITY IN BUSINESS - “Experience” without HUMANITY is just a bunch of tactics

Jeanne Bliss,
Author and Customer Experience Advisor

Jeanne Bliss guides companies to achieve business growth through leadership bravery and elevated business practices. She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

This keynote is a fast-track lift-off for your customer experience efforts that will inspire you  to include the often-overlooked critical element of transformation: understanding the human at the end of your decisions. The most admired companies who earn ardent promotors and organic growth angst over who these people are, how they live their lives, and understand their goals. They build respect, honor and trust into their operating model and with their people. And they are celebrated for how they show up as people, and for the care, the thoughtfulness and the humanity that they have woven into their operating model.

2:45pm - 3:00pm PST

MINI TALK - MAIN STAGE
The Hostility Of Change: Breaking Through Deep-Seated Barriers

Joe Robert Thornton,
HMSHost

MINI TALK - STAGE 2
Leading through life changing events

Ish Cheyne,
Les Mills New Zealand

At some point in our life, we are all faced with the difficulty of managing change. The implication of change in our personal life is challenging enough. Managing change as a leader can have even greater implications.

In this talk you will learn how clarity can be a hidden barrier to change acceptance and how to overcome it.

In this session Ish will be sharing personal experiences of how to lead yourself through hard times.

Ish Cheyne’s fitness career spans over 28 years, working for the leading Fitness brand Les Mills New Zealand’s Ish has a strong skill set in change management and operational strategy and is known as a key influencer in the fitness industry.

3:00pm - 3:15pm PST

MINI TALK - MAIN STAGE
To Be Announced 🎉





MINI TALK - STAGE 2
Service 101 People have to buy into YOU before they buy into It

Lisa Macqueen,
Cleancorp

















How do you unmute your frontline by maximizing and humanizing every single interaction? In this talk Lisa will share how you can make your frontline teams sparkle.

Lisa Macqueen, has long lived experience in marketing and working in hospitality, moving from selling gorgeous hotels in exotic locations to selling cleaning services, Lisa had to completely unlearn everything she knew about marketing, and figure out how to win new clients. Armed with a new perspective, Lisa took an ‘average’ office cleaning company and turned it into a multi-million dollar international business in the space of a few short years.

3:15pm - 3:45pm PST

MODERATED Q&A
Grow your customer service ‘gains’ by unmuting the frontline

Devin Murphy,
Barry's

Devin is the Senior Vice President of Operations at Barry's, responsible for the 4-wall studio business, inclusive of both financial performance as well as client experience. She joined Barry's in 2014, and has helped lead the growth of the business from 14 studios to 82 globally, building vision and processes to scale Barry's values based culture and experience, for clients and employees alike. Join us for a moderated Q&A where Devin will be answering questions on how you can improve your customer experience at the frontline and grow your customer service ‘gains’.

3:45pm - 4:00pm PST
SHORT BREAK
4:00pm - 4:15pm PST

MINI TALK
Creating a passion for customer connection


Yvette Mihelic,
John Holland, Australia

How do you engage cross functional teams to make customer experience their passion, regardless of their roles? Yvette will share some real life examples how you can connect your employee to your customer no matter their role.

Yvette  Mihelic is a customer experience senior executive with over 20 years of extensive experience across industry and sector. Most recently she is leading the customer experience division within John Holland’s Rail Operations and Maintenance team and has designed, developed and implemented customer experience strategy for the corporate division as well as several public transport contracts across Australia.

4:15pm - 4:30pm PST

MINI TALK
To Be Announced 🎉



4:30pm - 5:15pm PST

KEYNOTE
Transforming business results from the inside out

Kirsten Riechelmann,
Mitre10

Transforming a business from the inside-out only really gains momentum when those tasked with implementing the changes can truly say: “We’re with you all the way”. This is something Mitre10 New Zealand’s Head of People Experience Kirsten Riechelmann has experienced first hand in her 15 years of working with the country’s largest home improvement retailer. Listen to Kirsten as she encourages you to get curious, try things outside the norm and push boundaries to create real magical customer experiences with buy in from the staff.

5:15pm - 5:45pm PST

KEYNOTE
Yes Is the Answer - 4 Steps to always say, YES!

Christine Trippi,
The Wise Pineapple

Christine Trippi is an author, keynote speaker, hospitality consultant, and an award-winning hotelier who has been in hospitality for over 30 years, serving resort, full, and select-service hotels.

Christine is the author of Yes Is the Answer. She uses her energy, experience, and passion for helping leaders and organizations to Be Confident, Be Empowered, and Lead from the Heart driving Sweet Results! Join Christine as she will give you as a leader 4 easy steps to always say yes and by doing so, up your service standards!

5:45pm - 6:00pm PST
SUMMIT END
MINI TALKS: Short 10 min stories from the frontline with 5 minutes for questions at the end
KEYNOTE: Longer talks 30-60 min depending on speaker
Q&A: Hosted sessions with question and answer to a specific guest 30 min