CXO Roundtable / Wednesday / September 13, 2023 / 1:00 PM
It’s a Marathon, Not a Sprint: Building an End-to-End CX Strategy at Different Stages of Maturity
In a perfect world, every tool, employee, and process would work seamlessly together to deliver stellar CX from start to finish. In reality, the successful operationalization of CX programs can be a daunting and complex challenge. In this panel discussion, get an inside look at how CX leaders across various stages of CX maturity are making the most of people, processes, and technology to execute cohesive, sustainable and performance-based CX strategies across their organizations. As part of this interactive session, attendees will learn how CX innovators are:
- Refining their customer-focused vision through C-Suite education, proper governance and enhanced levels of business operations support;
- Building internal, cross-functional teams that drive the vision forward;
- Reevaluating processes and procedures necessary for comprehensive CX programs;
- Investing in tools, technology and specialized skill sets to deliver true value to end customers;
- Predictions on the evolution, role, and impact of future CX programs
PANELISTS
MODERATOR
Sean Albertson | Founder & CXO | CX4ROCKS (formerly of Charles Schwab)
Sean Albertson has been a customer experience leader for over 20 years, helping great companies like Charles Schwab and others in Telco and Financial Services create great CX for their customers. Sean specializes in the intersection of survey programs, text and journey analytics with operational metrics and the use of AI to bring out the power of those programs.
Josh Halpern | CEO | Big Chicken
Josh Halpern is the Chief Executive Officer for Big Chicken. Josh is a dynamic, partnership-focused, thought leader with a robust career in streamlining efficiency, driving innovation, building diverse engaged teams, and growing economic results across the CPG, retail, and restaurant verticals. Most recently, Josh served as the Chief Sales Officer for FIFCO USA, the 8th largest US brewing company, where he was responsible for commercial operations and building top and bottom-line results for Off-Premise, On-Premise, and company-owned brewpubs. Prior, Josh led the Anheuser-Busch InBev, On-Premise and Small Format channels in the US, and Shopper Marketing globally.
Winston Kelley | Executive Director / Vice-President | NASCAR Hall of Fame / Charlotte Regional Visitors Authority
Winston Kelley is Executive Director of the NASCAR Hall of Fame and Vice President, Charlotte Regional Visitors Authority. Prior to joining the CRVA in 2006 when development of the NHOF began, Kelley spent more than 27 years with Duke Energy in a wide variety of managerial and executive capacities including Vice President, Government and Business Relations and Vice President, Economic and Business Development. Kelley began his motorsports career in 1981, joined the Motor Racing Network radio broadcasting team in 1987 and served as lead pit reporter for 18 years before stepping away full time at the end of the 2020 season. The NHOF serves as the recognized home for honoring NASCAR’s legends, evolving history and celebrated heritage and family-oriented traditions; drives economic impact for the Charlotte Region as a signature, must-experience iconic landmark; delivers memorable customer experiences and provides inspiring education and public program experiences through the sport’s legacy of innovation.
Jason Mariasis | VP, Digital Products & CX | Credit One Bank
Jason Mariasis is a results-driven entrepreneur and human-centered product leader with a track record of building, shipping and scaling disruptive products globally for Fortune 500 companies and startups. He currently serves as the Vice President of Digital Product Management & Customer Experience for Credit One Bank, one of the fastest-growing financial institutions with 15M+ customers, where he is responsible for leading digital product strategy and transformation initiatives. Jason has successfully built and sold blank-page startup businesses as well as launched and managed multimillion dollar product lines and business units for some of the world’s leading companies such as Capital One, U.S. News & World Report, Vistaprint and Sterling. Jason has been recognized as a “Top 100 Innovator and Entrepreneur” by the Top 100 Magazine, and as a “40 Under 40” recipient by Business Elite. He has also been named as a Future Leader by a prominent Massachusetts newspaper, and featured in the New York Times.
Eric Healy | CEO | Stratifyd
Eric Healy is a highly motivated and results-driven CEO with over 20 years of experience in leading and scaling organizations; delivering successful growth strategies; and empowering teams to reach their full potential. Across his career, Eric has pioneered new businesses, new technologies and new markets. He is a seasoned sales, marketing, strategy, and business executive who has worked with globally recognized brands across worldwide advertising, digital marketing, and technology organizations. Here, he has found great success in the application and use of emerging growth technologies to transform businesses, while deepening levels of customer engagement in today's increasingly, convergent world. In 2022, Eric was appointed as CEO and Board Member of customer intelligence software provider, Stratifyd bringing a wealth of enterprise software experience from leading cybersecurity, digital marketing, e-commerce, and technology-led, customer engagement services organizations to his new role.
