IGNITE! 2022 Speakers and Agenda

SPEAKERS

Nick Brunker

Group Director of Experience Strategy, VMLY&R

Building Better CX through Jobs Theory

8:45 AM – 9:45 AM

Forrester CX-Certified professional Nick Brunker shares how leaders can create more meaningful experiences by identifying customer jobs to be done and applying them when developing new solutions across any industry. Plus, he lays out a helpful framework for crafting a quality Central Question, which is critical to uncovering human needs and enabling value-centered design. This opening session will set the stage for what we’re trying to accomplish through customer experience and the job of the people (employees) that need to make it happen.

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Jalan Nored

Employee Engagement, Interim Director of Marketing, DMG

How Employee Experience Can Boost your Bottom Line

10:00 AM – 11:00 AM

A lot of programs are dedicated to customers and ensuring they are satisfied, but what about employees? How do you ensure they feel engaged at work? How do you ensure they feel respected, valued, and aligned with the company mission and vision? Hear how Jalen applies his passion for people, using technology and companywide monthly themes to accomplish these goals. Because in the end, happy employees are far more likely to lead to happy customers. And happy employees are far more likely to stay put when recruiters come calling.

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Gina Leranth

Senior Director, Customer and Product Marketing, Paycor

Employee-Customer Experience Loop

11:00 AM – 12:00 AM

The breadth of Paycor Service offerings in customer communications could overwhelm customers with frequency. Gina has developed a unique approach to the non-typical customer journey infinity loop with step-offs and stop-ons to keep the customer experience custom, fresh, and manageable. In this case study-style presentation, Gina shares how Paycor developed its customer journey loop framework and the impact it has had on the customer experience for this perennially fast-growing Cincinnati organization with national reach.

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Mary Mathes

Director of Data Insights, Alpha-Diver

Unlocking Better CX through Neuroscience

1:00 PM – 2:00 PM

An interpreter of consumer behavior and “extreme brain-state shifter, Mary will share insights from Alpha-Diver’s neuroscience-based model and database to simplify and clarify business leaders’ CX challenges. Attendees will walk away with: the key human truths that underlie what makes for a good vs. not-so-good perceived customer experience; tangible ways to create more positive customer experiences with real-world examples; and a framework by which to evaluate their brand WHYs to drive a purpose that will subconsciously connect with consumers.
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CLOSING KEYNOTE SPEAKER

Jay Picconatto

Head of Global Commerce, General Mills

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Humanized Commerce – Driving Brand Purpose in a Digital World

2:15 PM – 3:30 PM

The future of commerce will be driven by more technology and less human interaction. Building brands in this environment will deliver holistic, connected experiences while remaining human-solution oriented at the core. This discussion will be about how technologies can drive new and rich
brand activation and the need to maintain a healthy balance of purpose and personalization to ensure the activations are human-centered. In addition, how we can intentionally organize and guide our teams to foster this.

IGNITE! 2022 Conference Agenda for Friday September 23, 2022

TimeSpeaker Presentation
7:30 AM - 8:30 AMRegistration, Coffee & Bagels
8:30 AM - 8:45 AMBreak- In
8:45 AM - 9:45 AMNick BrunkerBuilding Better CX through Jobs Theory
9:45 AM - 10:00 AMMini-Break Netwalking
10:00 AM  - 11:00 AMJalen NoredHow Employee Experience Programming can Boost your Bottom Line 
11:00 AM - 12:00 PMGina LeranthThe Employee-Customer Experience Loop
12:00 PM - 1:00 PM Lunch
1:00 PM - 2:00 PMMary MathesUnlocking Better CX through Neuroscience
2:00 PM - 3:oo PMMini- Break Newalking 
2:15 PM- 3:30  PM Jay PicconattoHumanized Commerce – Driving Brand Purpose in a Digital World
3:30 PM- 5?Its 5 O' Clock Somewhere

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