CX Summit
North America

Aaron Katz
VP, Research Director

AJ Joplin
Senior Analyst
CX/UX research, CX/UX research tools, design organizations, design roles, design ops, design ROI, Human-Centered Design, Design Thinking, Workshop Design.

Angelina Gennis
Principal Analyst
Design Thinking, Executive Alignment, Journey Mapping, Employee Engagement, Employee Experience, Employee journey mapping, Culture, Culture and motivation.

Arielle Trzcinski
Principal Analyst
Healthcare Digital Transformation, Future of Healthcare, Patient and Member Experience

Audrey Chee-Read
Principal Analyst
Brand Strategy, Consumer Behavior, Consumer Psychology and Behavior, Consumer Social Behavior Consumer Technology, Customer Emotion, Customer Insights, Customer Understanding Personas, Values-Based Consumer.

Betsy Summers
Principal Analyst
Human Capital Management Learning, Performance Management, Talent Management, Talent Acquisition Support, Assessing talent, Talent retention.

Brandon Purcell
VP, Principal Analyst
Customer Insights, Artificial Intelligence, AI Ethics, Customer Analytics, Customer Intelligence, Segmentation, Customer Lifetime Value, Al Ethics, Data Science, Machine Learning, Responsible AI and Text Analytics.

Christina McAllister
Senior Analyst
Customer Service Strategies, Contact Center Technologies & Processes, Agent Augmentation, Conversation Intelligence, Digital Engagement Channels, AI-Infused Agent Workspace, Agent Performance Management, Contact Center Outsourcing.

Chuck Gahun
Principal Analyst
Digital Asset Management (DAM), Enterprise Content Management, Content management, Digital Marketing Platforms.

Colleen Fazio
Senior Analyst
Customer Experience, Voice-of-the-Customer Programs, Customer Feedback Management and Survey Vendors, CX Measurement.

David Brodeur-Johnson
Principal Analyst
Apple, Application Management, Application Virtualization, Bring Your Own Device (BYOD), Desktop Operating Systems, Desktops & Laptops, Employee Experience, Enterprise Mobile Devices, Enterprise Mobility, IT Process Automation, Mobile Software & Platforms.

David Truog
VP, Principal Analyst
Emerging Technologies, Experience Design, Innovation, User Experience, the Metaverse, Augmented Reality, Mixed Reality, Virtual Reality, Extended Reality, Artificial Intelligence, Chatbots, Conversational AI, Conversation Design, Human-Centered Design.

Dipanjan Chatterjee
VP, Principal Analyst
Brand Strategy, Brand Management, Growth Strategy, Brand alignment with CX, EX, and digital business, Aligning brand and business strategy, Brands & Social Values, Brands & Culture, Brand Expression of Customer Obsession, Emotional Branding, Brands & Consumer Spending, Brands & Consumer Behavior

Emily Collins
VP, Research Director
Corporate Values Strategy, Data Deprecation, Loyalty, Marketing, Retail Media.

Gina Bhawalkar
Principal Analyst
Digital accessibility, ADA compliance, inclusive design, responsible design, design systems, personas, experience design best practices.

Ian Jacobs
VP, Research Director
Chatbots, Conversational AI, Conversation Intelligence, Contact Center Outsourcing, Contact Center Technologies & Processes, Customer Experience, Customer Service Solutions. 

Jessica Liu
Principal Analyst
Consumer Personalization, Marketing Operations, Marketing Technologies, Marketing Resource Management Technologies

Joe Stanhope
VP, Principal Analyst

Jonathan Roberts
Senior Analyst

Judy Weader
Principal Analyst
CX prioritization, CX strategy, CX governance, ROI of CX, Healthcare CX, and Government CX. 

Kara Hoisington
Principal Consultant

Katy Tynan
VP, Principal Analyst
Employee Experience, Executive Leadership, Organization, Organizational Structure, Performance & Talent Management, Workforce Management.

Kim Herrington
Senior Analyst

Mary Pilecki
VP, Principal Analyst
Loyalty Marketing, Loyalty Platforms, Loyalty Program Management & Measurement, Loyalty Programs, Loyalty Service Providers, Loyalty Strategy, Loyalty Vendors, Behavioral Loyalty, Emotional Loyalty, B2C Customer Referral Programs

Max Ball
Principal Analyst
Contact Center, Customer Service, Chatbots, IVR, IVA, Customer Self-Service, Conversational AI

Michele Goetz
VP, Principal Analyst

Mike Proulx
VP, Research Director
The Metaverse, CMO priorities, Gen Z behaviors, B2C Marketing trends, B2C marketing strategy, Emerging media, Brand and consumer values, Brands and politics, Brands and cancel culture, Brand experience, Digital marketing

Mo Allibhai
Senior Analyst

Nikhil Lai
Senior Analyst
Performance Marketing, AI-Integrated Advertising, Retail Media, Creative AdTech, Video Advertising, Search Engine Marketing, Search Engine Optimization, (SEO), Demand-Side Platforms (DSPs), Data Depreciation, Media Management Services

Pete Jacques
Principal Analyst
Customer Experience Index, Customer Experience Measurement, Customer Emotion, Customer Experience Strategy, Customer Journey Mapping, Financial Services, Health Plans & Health Providers and Voice of the Customer

Peter Wannemacher
Principal Analyst
Digital Strategy, Digital Road Maps, Digital Business, Digital Experiences, Banking, Digital Banking, Mobile Banking, The Future Of Banking, Fintech, Financial Services, Digital Strategy In Financial Services, Mobile Experiences, Digital Initiatives, Digital Transformation, Prioritization, Credit Cards 

Rich Saunders
Senior Analyst
Customer Experience Management, Customer Experience Measurement, Voice-of-the-Customer Programs, Customer Experience Insights, Advanced Customer Experience Analytics, AI for Customer Experience

Rowan Curran
Senior Analyst

Rusty Warner
VP, Principal Analyst

Senem  Biyikli
Analyst
The Evaluation methodology for B2C digital experience evaluative research projects.

Shar VanBoskirk
VP, Principal Analyst
Strategy for customer obsession, Marketing strategy, budgeting and planning, CMO priorities, Marketing organization, Marketing talent management, Digital marketing, Email marketing.

Stephanie Liu   
Senior Analyst
Consumer Privacy & Trust, Marketing, Preferences Centers, Customer Insights & Strategy and Privacy Regulations. 

Su Doyle
CX Exec Partner; Senior Analyst
B2B CX, Customer Experience Strategy, Marketing-CX Collaboration, Prospect Journeys, ROI of CX and Stakeholder Influence.

Sucharita Kodali
VP, Principal Analyst

Zeid Khater
Analyst
Customer Analytics, Segmentation, Customer 360, Third-Party Data, Generative AI