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ICX Summit / Tuesday / September 12, 2023 / 9:15 AM

The Employee CX: How Technology, Training & Culture Can Create a Winning Combination

Tech-savvy customers expect a seamless experience, no matter how they interact with your company. That means your employees need to be equipped with the tools and training they need to deliver that experience.

In this panel, we'll explore the importance of investing in technology that not only helps train and communicate with your team but how it simplifies the jobs of employees, allowing them to offer a higher level of hospitality.

Our panelists will share their insights on how to create a tech-savvy customer experience that your employees can deliver with confidence.


Kristi Carlson | VP of Ecommerce, Marketing & Data Warehouse Technologies | Kendra Scott
Kristi Carlson is the Vice President of Ecommerce, Marketing and Data Warehouse Technologies at Kendra Scott. As a diverse, data-driven executive leader with extensive experience in the retail and finance sectors, she has led global teams through multiple market transformations, and has built high performing technology and business teams from the ground up. Prior to joining Kendra Scott, she spent 14 years at Whole Foods Market, managing teams across digital technology, operations, retail systems and logistics. She is passionate about mentorship, diversity and collaboration and is a strong champion of women’s advancement.
Amy Hom | Chief Operating Officer & Chief People Officer | Bluestone Lane
Amy Hom is the Chief Operating Officer and Chief People Officer at Bluestone Lane. She is leading and driving the culture within the organization, the human resources team as well as other departments such as training and development. In addition to serving as a Chief People Officer, she has led operations in large organizations as well as food safety, training, and culinary teams. Amy has more than 25 years of experience in the restaurant industry and has served in operations leadership roles for fine dining, casual dining and fast casual brands. Before joining Bluestone Lane, Amy led the North America retail and restaurant operations leadership team for REEF Technology Global, served as the Vice President of Operations with Sweetgreen, Red Robin and was the Senior Operations Director of Wolfgang Puck Catering. She has served in operations leadership roles for California Pizza Kitchen where she built a strong management foundation from where to continue to learn, grow and develop others.
Sarah Rigsbee | Chief Financial Officer | Farmer's Fridge
Sarah Rigsbee is the CFO at Farmer's Fridge with responsibility for finance, accounting, data analytics, legal and corporate HR. In her role, she leads development of the company's financial plans and forecasts, analysis and communication of performance, and interfaces accordingly with investors. She is also responsible for the full lifecycle of the corporate employee experience, from recruitment to retention and offboarding. Sarah started with the company in 2018 and prior to Farmer's Fridge, Sarah spent nearly 10 years at The Boeing Company, where she held several roles in financial and cost accounting, FP&A and corporate strategy. Sarah holds a Bachelor of Science in Business Administration from the University of North Carolina at Chapel Hill and a Masters of Business Administration from Kellogg School of Management at Northwestern University. She lives in Chicago with her dog and is an avid traveler.

Shelly Chandler | Founder & Principal Strategist | EvolveCX Consulting
Shelly Chandler is a senior customer experience strategist and leader delivering proven results that increase revenue, reduce costs and make things easier for customers. In a specialized profession that requires more than measuring and monitoring data, her career as a customer catalyst has helped companies to drive action within organizations that are ready for this type of change. Shelly specializes in transforming the highest-level blue-sky visions into tangible programs to support it, creating strategic change with others to enhance customer experience. Shelly has worked in many different industries, adding strategic value and broad understanding of the CX profession over the past 25 years. Key verticals include B2B and B2C, Hospitality, Automotive, Transportation, Manufacturing SaaS, and Financial Services, with brands such as PNC Bank, Wells Fargo, Moen, Penske, Walmart, Forsta, and American Tire.