Agenda
CX Strategy & Retail Innovation Summit Agenda – July 28, 2020 – 11am until 4pm EDT
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11:00am
Opening Remarks from the Chairperson
11:05am
Accelerating Customer Experience
Barry Ratzlaff, Chief Customer Officer | VP Retail Experience
Hyundai Motor America
11:45am
Excelling In An Experience Economy: How Important Are Manners To Our Collective Happiness, Relationships and Business?
Bobby Watts, General Manager BMW & Porsche of Ocala
Gettel Automotive Group
12:15pm
Customer First Digital Transformation – From the Center Out
12:45pm
Networking
Virtual Sponsor Booth Activities
Live & Recorded Breakouts – 20-min each plus Livestreamed Q&A
Ephraim Barcelo, Managing Partner & General Manager
Santa Margarita Toyota
Levon Sarkissian, VP, Business Development & Enterprise
Roadster
Tim Porter, Customer Care Director
Zimbrick Dealer Group
Mike Cavanaugh, Executive Vice President
MaxDigital
1:30pm
Positioning for Digital Agility in the Automotive Industry
2:00pm
Three Views of CX: How Perspective Changes Everything
Scott Smith, Vice President Aftersales
Mitsubishi Motors North America
2:30pm
Panel Discussion with Real-time Q&A
Innovating the Customer Experience: The Necessity for OEM & Dealer Collaboration
Erich K. Gail, Chief Executive Officer
Cardinale Group of Companies
Ali Fawaz, General Manager Worldwide Automotive
reputation.com
Scott Smith, Vice President Aftersales
Mitsubishi Motors North America
Stephanie Robbins, Senior Director of Strategic Accounts
CallSource
Tom Calloway, Automotive Industry Advisor | Aftersales and Customer Experience
3:15pm
Networking
Virtual Sponsor Booth Activities
Live & Recorded Breakouts – 20-min each plus Livestreamed Q&A
Dishon Putz, General Manager and Partner
Big Bend Chevrolet Buick
Ted Lancaster, President and CEO
Core Dealer Services
Sascha Doering, Chief Executive Officer
MODOS | Mobility on Demand OS
4:00pm
Close of Summit
CX Data Analytics & AI Summit Agenda – August 4, 2020 – 11am until 4pm EDT
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11:00am
Opening remarks from the Chairperson
David Mingle, Global Industry Leader – Automotive
Qualtrics SAP
11:05am
Connected Vehicle Data: Making Companies More Profitable and Making The World Better… But it Ain’t Easy
11:45am
Panel Discussion with Real-time Q&A: On the Road to Data Monetization
Su Bang Choe, Manager, Global Data Insights and Analytics, Marketing and Sales Analytics
Ford Motor Company
Shaun “Niff” Kniffin, – Marketing and Technology Director
GermainCars.com
Guy Super, Vice President Sales
Outsell
12:45pm
Unleash “Empathy as a Service” and Unlock Your Full Loyalty Potential
Bob Skinner, Lead Technology Strategist1:15pm
Networking
Virtual Sponsor Booth Activities
Live & Recorded Breakouts – 20-min each plus Livestreamed Q&A
Eric Hall, Internet Director
Classic Chevrolet
Colleen Harris, Product Manager, Business Intelligence
Sincro
2:00pm
Panel Discussion with Real-time Q&A: Analyzing Media Coverage Across Channels To Uncover Actionable Intelligence
2:40pm
Leveraging AI & Analytics To Improve The Digital Retail Relationship
Andrew Walser, Chief Executive Officer
Walser Automotive Group
3:15pm
Networking
Virtual Sponsor Booth Activities
Live & Recorded Breakouts – 20-min each plus Livestreamed Q&A
John Koerner, Executive Manager
Healey Brothers Automotive Group
Gregory Ward, Chief Executive Officer
Engagement Media Company
Tom Ryan, Principal
Scott Thompson, Director of Customer Training
Ryan Adams Group
Dale Duke, Partner
Blink AI
Lisa Gener, Chief Marketing Officer
Sales Engineuity
4:00pm
Close of Summit