SPEAKERS

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

• Worked with executive leadership and boards at Cirque du Soleil, Intuit, Walmart, RBC, and Silicon Valley Bank on valuation and growth strategies

• Previously an executive at multiple valuation and measurement-driven consultancies

• Contributing author to multiple corporate valuation standards, brand measurement standards and graduate courses

• Developed P&G's customer profitability model across all brands and 120+ products

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Lou Carbone is the founder, president and chief experience officer of Experience Engineering, a Minneapolis-based consulting firm dedicated to customer and employee experience management. He is widely regarded as the father of the experience management movement. Founded in the late 1980s, Experience Engineering helps companies discover what really makes customers tick and offers solutions to help them increase customer satisfaction, loyalty and repeat business. Frequent college lecturer, writer and inspirational speaker, Carbone is the author of “Clued In: How to Keep Customers Coming Back Again and Again” (Prentice-Hall, 2004), which won the Fast Company Reader’s Choice award.

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Dipanjan is a Vice President and Principal Analyst at Forrester Research, where he leads the brand experience and strategy practice. He has appeared on CNN and NPR, been quoted in media like Business Week, Financial Times, The New York Times, Guardian, and Vogue, written for publications like the MIT Sloan Management Review and AdAge, and spoken at events for SXSW, Mobile World Congress, and the Harvard Business Review.

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Jennifer Clarke is the Head of the Experience Dojo at WoW Studios. She leads a team of Connections, Content, and Experience strategists in delivering best-in-clase experiences across Whirlpool’s brands: Whirlpool, Maytag, KitchenAid, Jennair, and Amana. Prior to joining Whirlpool, she led the Brand Experience practice at dentsu International, working on clients across the portfolio. She cultivated a passion for CX while at MRM//McCann. At McCann she built a reputation as a top-tier marketer and BX expert. Jen is passionate about using the power of brands to do good in the lives of people.

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Tom DeWitt, Ph.D. is the Director of CXM@MSU, an entity dedicated to the advancement of field of customer experience management (CXM), and a fixed-term faculty member in the Department of Marketing of the Broad College of Business at Michigan State University. As the Director of CXM@MSU, Dr. DeWitt has created North America’s first academic program in customer experience management (Masters of Science in Customer Experience Management - MS-CXM) and hosts industry conferences twice each year for organizations to share best practices in CXM.

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Piers Fawkes is the leading innovation expert and trends researcher specializing in CX. Since 2004, he and his team have acted as guides to the future through his business intelligence platform PSFK iQ for Target, Walmart, Nike, Lululemon, Google, Facebook and hundreds of other retailers and consumer goods companies. He further inspires our community with newsletters and webinars under the Retail Innovation Week banner.

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Since 2008, Chick Foxgrover has lead the outreach to creative technology and innovation professionals in advertising at the 4A's the premier trade association for the advertising agency industry. He focuses on the discovery of important advances in digital marketing, creative and innovation practices. He also serves 4A’s members with creative technology and best practices insights, publishes analyses of major technology conferences and participates on digital cross-industry initiatives.

He brought together the expanding community of creative and digital technologists with the creation of the 4A’s Creative Technology Committee and launched CreateTech in 2011, the annual conference focused on the rapidly advancing field of creative technology in advertising and marketing.

Foxgrover also speaks at other digital and technology conferences such as CES, SXSW, Chief Digital Officer Forum, and Infinity Film Festival and works with technology and future-oriented organizations on behalf of the association and the industry.

For the last two years, Foxgrover has also been an advisor to start-ups managed by PlugandPlay Tech Center's media and advertising program helping new companies with feature development and market fit analysis.

In 2020 he founded the CX Council, a cross-industry industry leadership forum dedicated to the transformation of brand management through the convergence of experience design, communications arts and technology.

Previous to joining the 4A’s, Foxgrover was senior vice president and managing director of Interactive, Wechsler Ross & Partners, with Fortune 100 financial services clients such Fidelity Investments, Riversource, Morgan Stanley, JP Morgan; vice president and director of Creative Technologies, Foote Cone & Belding, New York; clients included AT&T, Citibank, Chase, U.S. Postal Service.

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Jason integrates the practices of Design Thinking, Behavioral Economics and Brand Strategy to unlock transformative value for people, brands and business.

Passionate practitioner, teacher and coach with a knack for demystifying abstract concepts and clarifying emerging insights and ideas, Jason has spent the past several years working across VMLY&R to accelerate the development and elevate the impact of Customer Experience across Asia-Pacific, The Americas, and EMEA.

Chair, 4A’s CX Council

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Becky Getz is Head of Customer Experience (CX) Operations at Amazon/AWS. She is building and leading the largest CX team at Amazon and is the first CX Operations lead at Amazon.

Previously, Ms. Getz Was VP, Head of Experience Design Operations at Capital One where she created the operations leadership role and supported industry defining CX.

Before Capital One, Ms. Getz spent her career in agencies developing campaigns that won Emmys, Cannes Lions, Clios and Effies. During her agency tenure Becky led client businesses, agency departments, and ultimately all operations across Ogilvy Midwest.

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Jake Herway is an executive leadership advisor primarily in the area of culture and workplace productivity, linking employee behavior to successful strategy execution and sustainable change. He consults to develop programs that drive measurable business results, integrating customer purchasing insights into company culture and talent management and development strategies.

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Melissa Hochman is Group Director, Innovation and Experience at DDB where she takes a multi-disciplinary approach to strategy to bring a brand’s purpose to life. Previously, she developed award-winning work at Saatchi & Saatchi for Goldfish, Women In Film and National Down syndrome Society as VP, Digital Director and at Ogilvy for IBM as Digital Strategist. Before switching to creative agencies, Hochman was a communications planner and digital buyer at Optimedia working on Pizza Hut, Purina and BBC where she learned to speak the language of media and the importance of user behavior.

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• Develops & utilizes Avasta’s math-based analytic and business models to highlight highest value customer opportunities for clients

• Previously led Risk & Compliance team at Dow Jones providing regulatory solutions to clients across EMEA

• Key contributor to the workflow automation using business process management implementation at Dow Jones across Asia, Americas and EMEA

• MBA from University of Toronto

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Christine Lane is an innovative leader driven to delivering human-centered experiences that engage audiences, maximize business results, and drive meaningful progress in technology and humanity. She has architected world-class teams to create customer facing products and campaigns at the nexus of tech, brand, design, and purpose. She's been responsible for some of the industry’s best-known work, including award-winning “Fearless Girl”. Throughout her career she's launched a start-up, helped invent products, and built digital-industrial training programs for entrepreneurs overseas.

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Max Lenderman was most recently the CMO for a spirits investment firm with a $350M portfolio of brands, including Bob Dylan's Heaven's Door Whiskey. Prior to that, he was CEO of School, a purpose-led creative consultancy for Fortune 100 brands. He started the global experiential practice at Crispin Porter + Bogusky, and prior to that was ECD at Omnicom’s GMR Marketing, the world’s largest experiential marketing firm.

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Aimee Lucas is the Director of Qualtrics' CX Center of Excellence. Lucas has 20 years of experience transforming CX within large organizations. As a practitioner, researcher, trainer, and advisor she has built and matured CX programs, developed critical competencies in 100s of CX professionals, and defined frameworks for designing experience management programs. Previously, Lucas led Temkin Group's/XM Institute's research on the intersection of employee engagement and CX, B2B CX best practices, and the governance and organizational skills needed to build loyalty by improving CX and EX.

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Jeff Monahan has written, designed, and directed a diverse portfolio of award-winning work for organizations such as Vera Wang, Bang & Olufsen, Cure Alzheimer’s Fund, Godiva, and New England Baptist Hospital. He is a founding member of the 4As CX Council, cochair of the 4As Foundation, chair of 4As New England Council, and member of 4As Eastern Region Board.

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Ryan Mulloy is currently Head of Experience Strategy and Design at Allen & Gerritsen. Prior to joining A&G, Ryan founded Carter Edwards & Company – a Boston-based agency focused on CX vision and experience design that was acquired by A&G in 2021.

Ryan firmly believes that relationship between brand, experience, and technology is tight – almost inseparable. So he's spent the last 25 years inventing new ways of working and designing amazing brand experiences for today's most notable brands like Dunkin', Panera, Biogen, Keurig, Fidelity, Toast, and more.

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Jenny Nicholson spent her childhood in the woods with no running water and no electricity. While her upbringing lacked TV or convenient showers, it supercharged her imagination. With no formal education in advertising, she worked her way from proofreader to executive creative director. She’s gotten props from Cannes, D&AD, the One Show, the Clios, FWA, and the Webby Awards. Business Insider called her one of the 25 most creative people in advertising, the 4As called her one of the 100 People Making Advertising Great, and her kid calls "MOMMMMMMY!" once every .42 seconds.

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Jesse Poe has spent the last fifteen years as a CX practitioner, speaker, and creative product strategist for agencies including Code and Theory, Havas, and AKQA. His experience includes leading large-scale CX-led business transformations for brands such New York Life, Citibank, Bloomberg, and The New York Review of Books. He served the Kauffmann Foundation as Entrepreneur-in-Residence, leading and advising early stage startups. Jesse is a member of the 4As CX Council.

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Stu Richards leads Partner Success at GigLabs and has a passion for contributing to the education and enablement of the open metaverse. GigLabs is an Atlanta-based technology company that provides white labeled end-to-end API technology stack for brands to launch NFT storefronts and marketplaces. The company partners with brands, agencies and creators to provide easy-to-use tools for generating, minting, and selling NFTs that can be presented within fully customizable brand experiences.

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As Chief Strategy Officer for Campbell Ewald, Kari oversees integrated strategy as well as new business development and agency communications. She leads CE/CX, the agency’s CX Marketing Consultancy, leveraging design thinking to develop business, consumer and marketing experience insights. Kari has worked on brands including OnStar, Disney, Snuggle, Cadillac, Travelocity, Mutual of Omaha, ASICS and Harley-Davidson.

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Ruston Spurlock is a senior executive with over 25+ years of experience in driving revenue growth for some of the world’s best-known brands, including Microsoft, AT&T, Colgate-Palmolive, Kraft, Tylenol, and Zyrtec. Ruston served as the Managing Director of Leo Burnett Moscow, General Manager of Leo Burnett New York, and Managing Partner of J. Walter Thompson Beijing. A champion of creativity, innovation, and diversity, Ruston is cochair of the 4As Foundation.

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