Part game show, part expert discussion, all Customer Experience.
On Experience Points, customer experience thought leaders earn cash for their favorite charity as they answer CX questions and share their expertise on how to fuel exceptional experiences for your customers. Join hosts Joey Coleman and Dan Gingiss for Experience Points, brought to you by Avtex - your end to end CX technology and consulting partner.
Dennis Wakabayashi is the VP of CX Implementation for RR Donnelley, a global business communications firm specializing in the production, execution, and delivery of customer engagement tactics along the entire path to purchase. In May 2020, Dennis was named as one of the top 50 (CX) experts of the decade and rank on social media among the top 150 CX influencers globally. Dennis regularly works with Fortune 500 brands, defining CX strategies and leading tactical implementation with the teams at RR Donnelley. Additionally, as an industry influencer, Dennis shares the latest CX innovations and strategic practices on social media channels with an audience of more than 50,000 followers.
Laura Gassner Otting inspires people to push past the doubt and indecision that keep resigning ideas to limbo. Her presentations inspire listeners to think bigger and accept challenges that reach beyond their limited scope of belief. She delivers strategic thinking, well-honed wisdom, and perspective generated by decades of navigating change across the start-up, nonprofit, political, as well as philanthropic landscapes. Laura dares listeners to find their voice, and generate the confidence needed to tackle larger-than-life challenges. She leads them to seek new ways of leading, managing and mentoring others.
Laura’s entrepreneurial edge has been well-honed over a 25-year career that started as a Presidential Appointee in Bill Clinton’s White House, where she helped shape AmeriCorps. She left a leadership role at a nationally respected nonprofit leadership firm to expand a tech startup. Laura then founded and ran a mission-driven executive search firm that partnered with the full gamut of mission-driven nonprofit executives, from start-up dreamers to scaling social entrepreneurs to global philanthropists. In 2015, she sold that firm to the team that helped her build it and gave a TEDx talk which became so popular that it launched a speaking career. She is the author of the Washington Post bestseller Limitless: How to Ignore Everybody, Carve your Own Path, and Live Your Best Life, as well as Mission Driven: Moving from Profit to Purpose and the Kaplan reference book, Change Your Career: Transitioning to the Nonprofit Sector.
Ramon is a leading expert on small business success. He inspires and educates thousands of business owners a year through his articles, podcasts, and in-demand media interviews. Ramon is the founder of SmartHustle.com and Entrepreneur In Residence at Oracle NetSuite. He is a successful entrepreneur, in-demand, motivational speaker and event host. Ramon has started four companies and sold two of them. Ramon's authored four books, including "Celebrity CEO". Audiences around the world are inspired by his high energy and ability to connect and care.
Matt is a veteran comic who can be seen performing at the nation’s top comedy clubs, casinos and theatres. He has performed stand-up comedy over 6,000 times in 45 states and 7 countries. Matt has also performed at over 1,000 corporate and private events. He has an amazing ability to work any crowd, anywhere, any venue. Stand-up comedy has been a dream of Matt’s his whole life. Growing up in New York City, he started performing shows for family and friends at the age of three, but it wasn’t until graduating college from George Mason University with a degree in finance that Matt finally took the plunge as a full-time stand-up comedian.
Matt has made television appearances on NBC’s “Last Comic Standing”, Fox’s “Big Red Couch”, Comedy Central’s “Stand-Up Stand-Up”, VH-1’s “Fools For Love”, TLC’s “Two For Vegas”, The Discovery Channel’s “Lux List”, WGN’s “The Bob & Tom Show. He has appeared with Tommy Davidson on the Rascal’s Comedy Club Webcast “Live Caught On The Net”. In addition, Matt’s comedy special, “Stand-Up and Sit-Down with Matt Kazam,” is currently airing on XM Satellite Radio. In addition to these television projects, Matt was a writer for the 2008 “Fox Reality TV Awards” on the Fox Reality Channel. Matt’s 1-man show, “40 Is Not The New 20,” had a residency at the Riviera Hotel and Casino in Las Vegas.
Matt’s energetic style, witty observations and unassuming charm combined with his youthful enthusiasm and instant likeability are the driving forces behind his unique and hilarious comedy.
Brittany Hodak is the Chief Experience Officer of Experience.com. She's also an award-winning entrepreneur and speaker who has delivered keynotes across the world to organizations including American Express and the United Nations. She has published more than 350 articles for outlets including Forbes, Adweek, and Success magazine, and has appeared on NBC, CBS, CNN, and the CBC, among many others. Entrepreneur magazine calls her “the expert at creating loyal fans for your brand.”
Brittany co-founded, scaled, and successfully exited The Superfan Company, a fan engagement company whose roster included Walmart, Disney, Amazon, Katy Perry, Dolly Parton, and more under her eight-year leadership. Prior to launching her first company, Brittany led seven- and eight-figure fan engagement campaigns for brands including Johnson & Johnson, LG, Gatorade, Sony Music, and A&E.
Jason created his first business at fourteen, selling telecommunications and computer equipment in the Australian regional city of Toowoomba. In the lead up to this, he was inspired by books like The Pursuit of Wow! by Tom Peters, which opened his eyes to the power of customer and employee experience. A cornerstone of Jason’s career has been an unwavering commitment to improving the lives of customers and employees.
During his time in the telecommunications industry, he implemented ideas for improving customer experience in a number of verticals by over 100 percent. In retail and media, his initiatives to improve efficiencies by focusing on customer and employee experience saved tens of millions of dollars in a matter of months and improved employee retention by double digits year on year. Additionally, he has led transformational programs resulting in tens of millions in revenue improvement. Jason has been in the ‘trenches’ consistently delivering transformative results – his ultimate passion is helping individuals and organizations, grow and achieve their goals.
Jeanne Bliss guides companies to the achievement of business growth through leadership bravery and elevated business practices. She is known globally for transforming business 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. Bliss' 5-Competencies for customer-driven growth have been adopted around the world, and her 4 best-selling books on customer experience and leadership are the guidebooks of the CX Profession. Jeanne Bliss has delivered over 1,500 transformative keynotes globally, has coached over 20,000 leaders on leading to elevate their company in the marketplace, with sustainable growth.
Jeanne Bliss is the co-founder of the customer experience professionals association, and is fondly known as the “godmother” of customer experience.
Jesse Cole is the founder of Fans First Entertainment and owner of the Savannah Bananas. His teams have welcomed more than one million fans to their ballparks and have been featured on MSNBC, CNN and ESPN. The Bananas have been awarded Organization of the Year, Entrepreneur of the Year, Business of the Year, and won the CPL Championship in their first year. Fans First Entertainment has been featured on the INC 5000 list as one of the fastest-growing companies in America. The Savannah Bananas currently have sold out every game for two straight seasons and have a waiting list in the thousands for tickets.
Jesse is an in-demand speaker and released his first book “Find Your Yellow Tux – How to Be Successful by Standing Out” in January of 2018. The book launched #1 in three categories on Amazon and has been sold in 18 countries. Staying true to his mantra, “Whatever’s Normal, Do the Exact Opposite,” Cole launched the book with a World Book Tour….at Epcot. He is passionate about creating attention, loving your customers more than your product, and loving your employees more than your customers. Cole is the host of the Business Done Differently Podcast and has been featured on more than 100 podcasts including the Ziglar Show, StoryBrand with Donald Miller, and NPR’s Only a Game.
Amanda Kwok is a Toronto-based CX leader and entrepreneur, obsessed with making people's days. Growing up, Amanda dreamed of starting her own hotel chain, and even convinced the founder of Four Seasons to mentor her. Amanda started her career in management consulting at Bain, went on to launch a popular fitness and networking event series called the Social Sweatwork, then entered the hospitality world where she led the Customer Experience teams for Sonder and Oasis Collections.
Today, Amanda is the Director of Customer Experience at a fintech company called Wave, where she leads a 40 person CX team dedicated to helping small business owners achieve financial confidence
Former CNN Associate Producer turned Business Reinvention Strategist & Professional Speaker for 15 years, Marquesa Pettway helps experts and organizations leverage the Zoom Platform, resulting in engaging virtual events, smart productive meetings and multiple virtual-based income streams.
Marquesa's clients rave about how she levels up their results with client acquisition, designing, and producing virtual events, serving as an emcee, speaker and virtual host. A 27-year resident of NYC, Marquesa is also asked often for Zoom basics training.
Scott McKain is a globally recognized authority on how organizations and professionals create distinction to attract and retain customers — and stand out in a hyper-competitive Marketplace. Scott’s recent book, ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction,” was recently named on Forbes.com as a TOP TEN BEST BUSINESS BOOK for 2018. The first edition of his book, “Create Distinction: What to Do When ‘Great’ Isn’t Good Enough to Grow Your Business” was named by thirty major newspapers (such as the Miami Herald) as one of the “ten best business books of the year.”
Jay Baer has spent 25 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince &Convert – provides word of mouth, digital marketing, and customer experience advice and counsel to some of the world’s most important brands.
Jay speaks approximately 60 times per year world-wide, often with lessons about how businesspeople can use today’s shifts in technology and consumer expectations to gain or keep more customers. Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute, and is visited by more than 250,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named best marketing podcast by the Content Marketing Awards.
A fixture in social media, Jay has been named a top influencer of CMOs, B2B marketers, small business owners, and digital marketers. He’s also one of the world’s top Global Gurus in customer service and customer experience.
Rohit Bhargava believes the world needs more non-obvious thinking. He is an innovation and marketing expert, skilled facilitator, and keynote speaker. After a successful 15 year career as a brand and marketing strategist at two of the largest agencies in the world (Ogilvy and Leo Burnett), Rohit became an entrepreneur and has since started three companies, including the Non-Obvious Company where he is currently the Founder and Chief Trend Curator.
Outside of his consulting work, Rohit also teaches his popular signature course on storytelling and marketing at Georgetown University in Washington DC and has been invited to deliver guest lectures at many other prestigious schools including Stanford and Wharton. For the past 16 years Rohit has also been writing his personal “Influential Marketing Blog” which has been featured in global media and named one of the top 25 marketing blogs in the world by AdAge magazine.
Discover how memorable moments create loyal and vocal customers, how getting to know your customer will make them a customer for life, and how the most successful companies make CX a part of their culture.
Shep Hyken is a customer service and experience expert, an award-winning keynote speaker, a New York Times and Wall Street Journal bestselling author, and the Chief Amazement Officer of Shepard Presentations. Shep works with companies and organizations who want to create amazing experiences and build loyal relationships with their customers and employees.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with an entertaining presentation style that creates exciting programs for his audiences.
Avtex Chief Experience Officer, Kurt Schroeder sat down with VP of Marketing, John Seeds to discuss key takeaways, and share what stood out about creating exceptional customer experiences from the ground up. In this episode, they discuss evolving customer expectations, connecting with customers emotionally, and the value of CX in the B2B space.Read the Blog >
Explore the power of subscription services, the difference between regular and remarkable experiences, and the impact of personalization on customers.
Neen James is the author of nine books including Folding Time and her most recent, Attention Pays. Named one of the top 30 Leadership Speakers by Global Guru several years in a row because of her work with companies like Viacom, Comcast, Cisco, Virgin, Pfizer, BMW, and the FBI, among others.
Neen is a leadership expert who delivers high-energy keynotes that challenge audiences to leverage their focus and pay attention to what matters most at work and in life. Audiences love her practical strategies they can apply personally and professionally, and meeting planners love working with her – they often describe Neen as the energizer bunny for their events.
Avtex Chief Experience Officer, Kurt Schroeder sat down with VP of Marketing, John Seeds to discuss key takeaways, and share what stood out about how to create exceptional experiences for customers. In the episodes with Neen James, Kurt and John discuss subscription models, satisfying customer needs, a regular vs remarkable experience and how to properly leverage data to build personalized experiences.Read the Blog >