September 26-28, 2017
Hyatt Regency
San Antonio, Texas

Speakers

The CX Summit will continue its tradition of featuring top speakers with topics that are highly relevant to B-to-B customer experience leaders. The program will include keynote speakers that serve as corporate executives, noted authors, or accomplished professionals. Workshops and breakout sessions will be led by experienced CX leaders and Walker experts that have practical advice and relevant examples.

Come back and visit this page to see our growing list of featured speakers.

Keynote Speakers

Jay Baer

Jay Baer

Business Speaker & Emcee

Jay Baer is the world's most retweeted person among digital marketers. He is a renowned business strategist, keynote speaker and the New York Times best-selling author of five books who travels the world helping businesspeople get and keep more customers.

Jay has advised more than 700 companies since 1994, including Caterpillar, Nike, Allstate, The United Nations and 32 of the FORTUNE 500. He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media, and customer service.

Jay shows his audiences how to use technology as an “unfair marketing and customer service advantage.” His Convince & Convert Media division owns the world's #1 content marketing blog, the world's top marketing podcast, and many other education resources for business owners and executives. He is the second most retweeted person in the world among B2B marketers.

The creator of five multi-million dollar companies, Jay is an active venture capitalist and technology advisor, as well as an avid tequila collector and a certified barbecue judge.

Hug Your Haters book
Jay Baer

Megan Burns

Customer & Employee Experience Expert

Megan is a nationally recognized expert in customer and employee experience, culture change and behavioral science. Recently named one of the top CX analysts for 2017, she helps companies use the science of human behavior to master the art of customer experience management.

As a vice president, principal analyst at Forrester, Megan developed an extensive body of research on leading CX transformation, executive engagement, empathy and the role of emotion in experiences. She advises leaders in industries such as financial services, retail, healthcare, telecom, non-profit and technology. Her past clients include more than 20 firms in the Fortune 50. Megan has been quoted in The Wall Street Journal, Advertising Age and CMO Magazine and interviewed by The New York Times and NBC News. Before Forrester, Megan helped AT&T Labs usher in the digital experience era.

Megan holds a bachelor's degree in computer science from Rensselaer Polytechnic Institute (RPI) and a master's degree in software engineering from Carnegie Mellon University. Because software ultimately serves people, she combined her technical studies with work in psychology, management and history.

 
Jay Baer

Jen Shirkani

Emotional Intelligence Speaker

Jen Shirkani is a nationally recognized expert on emotional intelligence and a featured speaker at national and state conferences, universities, government agencies and business organizations around the world. For more than 25 years, Jen has worked with organizations from the Fortune 50 ($40B) to family-owned entities as a business consultant and executive coach. She is the author of Ego vs EQ, a leader’s guide to leveraging the power of emotional intelligence. In addition to emotional intelligence, she frequently speaks and writes about workplace challenges, including interviewing and selection, employee engagement and motivation, generational differences and coachability.

Jen has been a frequent guest of several national radio programs and has been featured in Bloomberg/Businessweek, Leadership Excellence magazine, Investors Daily, Business Insider, Publishers Weekly, Fast Company, Reader’s Digest and Upstart Business Journal. She holds a master’s degree in organizational leadership and has devoted herself to improving leadership effectiveness and to making common sense more common.

Ego vs EQ book
Jay Baer

Ed Viesturs

Everest Speaker

Ed Viesturs is widely regarded as America’s foremost high-altitude mountaineer. He is familiar to many from the 1996 IMAX “Everest Expedition” documentary and the 1998 documentary “Everest.”

Ed has successfully reached the summits of all of the world’s fourteen 8000-meter peaks without supplemental oxygen, an 18-year project he christened Endeavor 8000. He completed this goal in 2005, earning National Geographic’s Adventurer of the Year award.

Ed’s motto is that climbing has to be a round trip. All of his planning and focus during his climbs maintain this ethic – and he is not shy about turning back from a climb if conditions are too severe. In spite of his conservative attitude, Ed has been one of the most successful Himalayan climbers in American history.

Beyond mountaineering, Ed works as a design consultant for prominent outdoor equipment manufacturers such as Eddie Bauer/First Ascent and Grandoe Gloves and represents companies such as Rolex and the Seattle Seahawks. He is the author of four books, including his bestselling autobiography, “No Shortcuts to the Top.”

The Mountain book
Jay Baer

Sebastian Wernicke

Chief Data Scientist

Dr. Sebastian Wernicke serves as Chief Data Scientist at One Logic, a data science boutique that supports organizations across all industries to make sense of their vast data collections in order to improve operations and gain strategic advantage. Fascinated by the potential impact of enormous datasets, Sebastian originally studied bioinformatics and previously led the strategy and growth of Seven Bridges, building genetic analysis platforms. He has shared his insights in keynotes to companies like Mars, Unilever and SAS and is widely known for his TED Talks - some more serious than others - around data and statistics, which have been viewed more than 4 million times.

One Logic

CX Leader Presenters

Terry DeKalb

Director of Brand and Customer Experience
Agilent Technologies

Terry DeKalb is Director of Brand and Customer Experience at Agilent Technologies. Over the last 20 years, Terry has held a number of Senior Management positions at Agilent, and prior to that, Hewlett-Packard. These worldwide positions have had group, or company-wide responsibility in a number of different areas, including marketing, market research, supply chain, digital and services. She has always maintained a strong focus, understanding and advocacy for her customers in every role she’s had and sees her current CX role as the ultimate opportunity to champion customer success and improve their experience with Agilent.

In her current role, Terry leads the group responsible for CX strategy and transformation, CX measurement, customer insight and research, brand strategy, and brand activation for all of Agilent. Agilent is in the midst of a company-wide CX transformation that Terry is leading with the sponsorship from Agilent’s sales, marketing, operations and services Vice Presidents.

Terry received her Bachelor’s degree in Physics from Pomona College and her MBA from the Wharton School of Business. She is currently a member of Forrester Research’s CX Council and the CXPA. She spent her childhood in Asia, giving her a unique world outlook and passion for working with people around the world. Terry is currently based in Boulder, Colorado.

Kay Lynn Hendrix

Director, Customer Experience
Dell EMC

Kay Lynn Hendrix is a charismatic problem solver. Her curiosity, collaborative disposition and focus on outcomes consistently allow her to deliver results. Kay Lynn has been in customer-centric roles for the past 15-years in the non-profit and for-profit sectors. She uses this foundation, in addition to both outside-in and inside-out research to develop CX strategies, drive continuous improvement and motivate change. When it comes to her focus on customers, her love of food, or a great pair of shoes, Kay Lynn never settles for the status quo.

Dr. Deb Manning

Research Specialist
Farm Credit Services of America

Dr. Deb Manning, a social psychologist, is the Research Specialist for Farm Credit Services of America (FCSAmerica), the national Farm Credit System’s largest financial cooperative with $25.8 billion in assets and 58,000 customers in Iowa, eastern Kansas, Nebraska, South Dakota and Wyoming. Manning both conducts primary research and manages relationships with research partners, including Walker. In 2015, Manning helped design a strategy to ensure FCSAmerica’s mission aligns with the customer experience in each of the cooperative’s 49 retail offices. In 2016, Manning led the cross-functional workgroup that developed key performance metrics for measuring the success of the new customer experience strategy. Manning has been with FCSAmerica since 2009. Prior to that, she spent nearly 14 years as a Gallup consultant responsible for helping companies improve employee and customer engagement. She earned her Doctor of Psychology at the University of Minnesota and taught for two years in the psychology department at the University of North Dakota.

Alan Mayer

Senior Vice President, Customer Advocacy
Dell Technologies

Alan serves as Senior Vice President, Commercial Customer Advocacy at Dell EMC. In this role, Alan develops programs and solutions for Dell’s customers in a global capacity. Dell is focused on helping our customers thrive. When you partner with Dell Technologies, we provide the transformational devices, processes and services needed to modernize your data center, drive progress, and set the pace in the digital business era. Alan’s two decades of experience, directly engaging with customers and partners, positions him to lead with a customer-first approach.

Prior to his current role, Alan most recently served as Vice President, Worldwide Channel, Global Support and Deployment Services. In this role, Alan was responsible for the worldwide design, strategy and development of Dell services for channel, distribution and retail.

Alan also served as the VP, Enterprise Solutions, Services Sales and Services Consulting. As a 17-year Dell veteran, Alan has experience in serving multiple customer segments and verticals. Prior to Dell, Alan worked in the financial and automotive sectors.

In addition, Alan personally believes it is incredibly important to create opportunities for as many people as possible and advocate on behalf of others. Alan proudly serves as an executive board member with Literacy Coalition of Central Texas and internally at Dell, Alan participates in MARC Leadership (Men Advocating for Real Change) in order to create a diverse and robust work environment.

When Alan is not working with customers and partners, he enjoys spending time with family and friends, staying active, exercising, getting outdoors as often as possible whether he is playing golf with his son, running with his wife or spending time on the water.

Alan holds a B.S. in Business Management from Arizona State University, W.P. Carey, School of Business.

Ryan Scapellato

Director of Customer Experience
Blackbaud

Ryan Scapellato is a tenured business professional specializing in customer strategy and engagement. With extensive knowledge and proficiency for creating and improving the customer experience, Ryan believes that by putting the customer at the heart of any operation, success in imminent. Whether that be in the form of boosting financial performance, increasing customer satisfaction and retention, or innovating products and services, he works in close partnership with customers to achieve consistent, positive outcomes.

Bringing twenty years’ experience in the global technology sector, Ryan architects meaningful customer engagement programs centered on healthy, sustainable partnerships between Blackbaud and the world’s largest nonprofit organizations. Ryan joined Blackbaud in 2006 and has served it’s 30,000 clients in leadership roles from Sales, to Business Development, to Customer Experience. His impact on influencing client and market perceptions of the Blackbaud brand have resulted in growing the company’s loyal, emotionally connected customer-base.

Ryan is currently the Director of Customer Experience and Influencer Relations responsible for Blackbaud’s corporate marketing programs for customer strategy, influencer engagement, market insights, advisory councils, executive events, and ambassadorships. Throughout his career, Ryan’s steadfast commitment to putting the customer first has made him a frequent speaker and panelist on the rapidly growing business discipline of customer experience.

 

Walker Experts

Phil Bounsall

Jennifer Batley

Sr. Vice President
Phil Bounsall

Phil Bounsall

President
Sean Clayton

Sean Clayton

Sr. Vice President
Patrick Gibbons

Patrick Gibbons

Principal, SVP
Allison Grayson

Allison Grayson

Vice President
Noah Grayson

Noah Grayson

Principal, SVP
Brad Harmon

Brad Harmon

Vice President
Lauri Jones

Lauri Jones

Vice President
Katie Kiernan

Katie Kiernan

Vice President
Jeff Marr

Jeff Marr

Vice President
Sonya McAllister

Sonya McAllister

Principal, SVP
Melissa Meier

Melissa Meier

Vice President
Leslie Pagel

Leslie Pagel

Vice President
Troy Powell

Troy Powell

Vice President
Jamieson Prala

Jamieson Prala

Senior Analyst
Kitty Radcliff

Kitty Radcliff

Vice President
Krista Roseberry

Krista Roseberry

Vice President
Chris Sego

Chris Sego

Vice President
Diane Skirvin

Diane Skirvin

Vice President
Steve Walker

Steve Walker

Chairman & CEO

Sponsors