The Premier Event for Customer Experience Leaders
Coming Soon to a City Near You
A New Era of CX is Here. Is Your Customer Experience at Risk?
Technology continues to disrupt the business world. 20 years ago, when the internet went mainstream, it led to 50% of Fortune 500 companies being acquired, merging, or declaring bankruptcy. The next major disruptor is here – are you ready?
Customer experience is now paramount. If you’re not actively focusing on enhancing your CX through digital transformation, you’re going to lose customers. Implementing the right technology today can give you a major competitive advantage tomorrow.
Join us at an ENGaiGE™ event and get the tools and advice you need to thrive. Whether you’re looking to adopt new technology or revamp your current CX strategy, you’ll get the right advice from the industry’s most innovative thinkers.
Learn how to leverage the latest AI technology to enhance your CX strategy and provide the personalized, powerful customer experiences that will set you apart.
The future of customer experience starts now – will you be there?
of customers have higher
expectations for customer
service today compared to
one year ago
of buyers will pay more
for a better brand experience
but only 1% feel that vendors
consistently meet expectations
of consumers are willing
to share personal data
in exchange for
Wednesday, April 3
Thursday, April 4
Speaker: Paul J. Loftus, Chief Revenue Officer, 7.ai
Speaker: Ian Jacobs, Principal Analyst, Forrester Research
Speaker: Rohan Ganeson, COO, 7.ai
Speaker: John O’Leary, bestselling author of “On Fire”, and founder of Rising Above, LLC.
Speaker: Robert White, Director of CX Strategy, Dish Network
PV Kannan, Co-Founder & Chief Executive Officer, 7.ai
Speaker: Annette Franz, Founder & CEO of CX Journey
Speakers: Mike Talvensaari, Vice President of User Experience & Jens Koerner, Vice President, Product Portfolio, 7.ai
Speaker: Scott Player, Sr. Director Product Management, Channel Strategy & Development, Marriott
Host: Paul J. Loftus, Chief Revenue Officer, 7.ai
Panelists: Cosimo Spera, Chief Data Scientist, 7.ai; Bill Pratt, former EVP, Mr. Cooper; Scott Player, Marriott, Sr. Director Product Management, Channel Strategy & Development; Mark Bayliss, Optus, Director, Digital Marketing & Experience; Robert White, Director of CX Strategy, Dish Network
Speaker: Paul J. Loftus, Chief Revenue Officer, 7.ai
Paul J. Loftus, Chief Revenue Officer, 7.ai
Paul J. Loftus is Chief Revenue Officer, responsible for setting and executing the company’s revenue acquisition and retention strategy. Prior to joining 7.ai, Loftus served as the North American head of sales and revenue retention for Wolters Kluwer Tax and Accounting, a market-leading global information services company with headquarters in the Netherlands. Prior to that, Loftus spent 16 years at ADP, most recently as division vice president of ADP National Accounts. Paul’s key strengths are in leading sales transformations and building highly engaged, passionate teams.
Ian Jacobs, Principal Analyst, Forrester
Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.
Rohan Ganeson, Chief Operating Officer, 7.ai
Rohan Ganeson is Chief Operating Officer for 7.ai, responsible for overseeing core business functions related to the company’s product business, from their creation to their success in the market. He brings a wide range of skills across multiple functions, with a proven track record for driving transformation and growth in international businesses. Ganeson has experience working in Asia, Australia and North America, and prior to joining 7.ai he spent the last 10 years at Optus, one of Australia’s largest telecommunications companies and a key 7.ai client. At Optus, he served in a variety of leadership roles, most recently as Managing Director, Customer/Digital, where he was responsible for all of Optus’ $6.5 billion customer business. He oversaw all digital and physical channels including contact centers, customer loyalty, data and analytics, and customer experience, and played a pivotal role in building Optus into a next generation telecommunications company powered by analytics. Prior to Optus he held leadership roles in companies including Keycorp, 3 Mobile and Hewlett Packard. He holds an MBA from the Melbourne School of Business, a degree in Advanced Management from Wharton Business School, and a BSc (with honors) in Computer Science from the University of Western Australia.
Expected to die, John O’Leary now teaches others how to truly live. John’s journey overcoming his fire had mostly been kept private. Then, in 2007, his parents’ showcased the story in their book, Overwhelming Odds, which they wrote as a thank you to the family and friends who supported them. This book resulted in organizations around the world requesting to hear first-hand how John defied the odds. They originally had 200 copies printed; subsequently 60,000+ copies have sold. To meet the growing requests and recognizing his calling to be an agent of inspirational living and overcoming adversity, John began professionally speaking in 2008. Since then, John has shared his message with more than 500,000 people in 48 states, 11 countries and at 1,600 events for clients including LEGO, Southwest Airlines, Microsoft, Pepsi, St. Louis Cardinals and more. In 2016, John’s #1 national bestselling book ON FIRE was published and his #18 iTunes, business Live Inspired Podcast launched. ON FIRE has since sold more than 120,000 copies and been translated into 12 languages. The Live Inspired Podcast has been downloaded more than 650,00 times.
P.V. Kannan, Co-founder and Chief Executive Officer, 7.ai
P.V. Kannan is the CEO of the San Jose-based 7.ai, a leader in AI-driven customer experience software and services. He holds more than 30 patents and has been featured in books including Thomas L. Friedman’s The World is Flat and That Used to Be Us.
Annette Franz, Founder & Chief Experience Officer, CX Journey
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She's got 25 years of experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience - so that, together, you can design a better experience for all constituents. She has worked with both B2B and B2C brands in a multitude of industries. Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. She co-hosts the weekly #CXChat on Twitter, serves as Vice Chair on the Board of Directors of the Customer Experience Professionals Association (CXPA), mentors other professionals in this field to help them advance their careers, and is a speaker and an avid writer; you can find her work not only on her own blog but also in Forbes, Business2Community, CustomerThink, Quality Digest, APICS Magazine, and more. She is a Certified Customer Experience Professional (CCXP). She is also an official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience.
Mike Talvensaari, Vice President, User Experience, 7.ai
An expert in product and user-experience design, Mike Talvensaari has more than 20 years of experience developing engaging, intuitive interfaces for some of the leading media products in the industry on both web and mobile platforms. As Vice President, Product & User Experience, Wowza Media Systems, he was responsible for making broadcast-quality live video streaming at scale easy for anyone. As Director of Product & User Experience at Zazzle, Mike oversaw the retail experience, seller community, and online product-design tools for Zazzle’s unique print-on-demand consumer-goods customization platform. And prior to his work at Zazzle, Mike led Creative Suite user experience during a 10-year tenure at Adobe. He earned a BS in Cognitive Science from University of California, San Diego, and an MS in Human Factors and Ergonomics from San Jose State University.
Jens Koerner, Vice President, Product Portfolio & A.I. Bot Store, 7.ai
Jens Koerner is Vice President of Product Portfolio and A.I. Bot Store at 7.ai. Prior to that, he worked as Head of Product Technology Management at Google, leading an international team of Product Tech Managers and Designers for the service and support organization. Prior to that, he was the Head of Product Management & Design for Socialcast – VMWare’s enterprise collaboration and chat solution. He has decades of experience helping companies increase customer adoption of Enterprise software and solutions in the Customer Experience industry. While at SAP, Jens was the Senior Director of Product Management for the next generation of the SAP Mobile Platform combining Sybase Unwired Platform, Syclo and Mobiliser into the world's leading mobile platform and the HANA-cloud based version of the SAP Mobile Platform. He holds a Masters of Mathematics, Computer Science from Humboldt University of Berlin and earned a Bachelor of Mathematics, Computer Science from the University of Hamburg.
Scott Player, Sr. Director Product Management, Channel Strategy & Development, Marriott
Scott Player Leads Self-Service, Deflection and Channel Strategy for Marriott International’s Customer Engagement Center (CEC) Technology group. Scott’s career began in the Electrical Engineering (BSEE) domain working with Boeing Aerospace followed by a 5-year stint with General Dynamics/Lockheed and the F16 program. From there Scott acquired his Masters in Computer Science (MSCS) and shifted his career path to coding, developing and managing software-oriented initiatives. Scott amassed 20+ years with Fidelity Investments where he developed online trading tools followed by management of Fidelity’s Customer Protection (Authentication) platform. As a technologist Scott fully accepts the ever-changing technology landscape and thrives on the opportunity to explore, adopt and master new ideas that offer hope of ever-better business outcomes.
Cosimo Spera, Chief Data Scientist, 7.ai
Cosimo Spera, Ph.D is Chief Data Scientist, responsible for leading the company’s data sciences and AI vision. Prior to joining 7.ai, Spera was Chief Data Scientist at SaltGrid where he was responsible for building and leading the data science team, driving the product vision and roadmap, designing and deploying predictive models for health, safety and environment. He has held leadership roles at Innotas and Zephyr Health as well. Spera holds a doctorate in mathematics and statistics from the University of Siena, Italy, a doctorate in operation research from M.I.T. and held a post-doctoral position in operation research at Yale University.
Join us in sunny San Jose!
We’re pleased to host you at the luxurious Hotel Valenica Santana Row, San Jose’s premier boutique hotel. Situated in Silicon Valley in the heart of the European-inspired Santana Row, you’re steps away from a dynamic mix of upscale shopping, dining, and entertainment.
Enjoy luxury amenities including 24-hour room service, daily complimentary breakfast, and a seasonal rooftop patio.