Devon has built Customer Experience disciplines from scratch at both Adobe Systems and SunPower. Emphasizing operations, employee engagement, marketing and sales, Devon takes a holistic approach that embeds Customer Focus into the day to day work of all employees. Devon’s approach of actively managing a branded experience through leading indicators played a big role in SunPower’s 2015 Temkin Customer Experience Excellence Award. Prior to CX, Devon worked as a Technical Support Engineer at Adobe talking to thousands of customers – understanding what they love, what challenges they have, and how to solve their problems so they can get back to work.

Before serving customers in a business context, Devon worked as shelter staff in various homeless shelters – helping connect those in need with services and resources.

Devon is an advocate at heart who drives company growth through increased customer loyalty.  

Kelly Harper is Director Customer Experience Learning for BMO Financial Group — a newly created role within the BMO Institute for Learning. Kelly is accountable for embedding customer experience (CE) into enterprise learning and development and fostering a culture of customer experience innovation.

Prior to her current role, she was Director Brand & Customer Experience — an enterprise role accountable, from a CE perspective, for driving and implementing the strategy to build a unique customer experience and champion this across the organization; from a brand perspective, she was accountable for developing and managing the ongoing implementation of a clear and articulated best-in-class brand strategy.

Kelly has been at the forefront of customer experience at BMO since the launch of its vision “to be the bank that defines great customer experience” in 2008. She describes herself as the resident “customer experience evangelist, coach, and quarterback” — working with the lines of business and corporate groups to help strengthen their connection to the customer and reengineer experiences that are valued by the customer and valuable to the organization.

Kelly joined BMO Financial group in October 1997 and has held various roles within marketing. She spent the first 11 years at BMO as part of the wealth management marketing team, before joining corporate marketing in 2008 to lead the relaunch of the BMO brand.

Kelly holds a Bachelor of Commerce and Master of Management Studies, both from Carleton University in Ottawa, Ontario.

Marty is a digital evangelist who has held a variety of digital leadership roles in his time at Discover including digital migration strategies, web customer experience improvements, mobile app feature development, mobile payments, and more. Currently, Marty is leading the transformation of Discover’s digital servicing platforms.

Marty is a graduate of the University of Illinois at Urbana-Champaign, and recently completed his MBA at DePaul’s Kellstadt Graduate School of Business. He is the proud of father of 2 beautiful daughters, and still celebrating the Chicago Cubs World Series!

Brian Anderson is a Principal Designer with Cox Communications. He specializes in Design Thinking and is working on a culture change in Cox through employee-facing projects like improving new employee onboarding and dashboards for investigating and responding to breaks in the cable plant. He has been practicing the science and art of User Experience for 20 years with companies such as AT&T, Panasonic, and IBM. He has been granted 6 U.S. patents for design on mobile phones and security applications.

Bill is the Executive Director of the User Experience Center at Bentley University and also teaches in the UX graduate program at Bentley. He is co-author of two UX books: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics and Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies. He is Co-Editor in Chief of the Journal of Usability Studies, and loves to bridge academic research and the practice of UX. Twitter: @UXMetrics

David Embree is a high-growth consumer sports & technology founder and businessperson.

Prior to joining lululemon Athletica, David was the Founder and CEO of Athletepath – a social networking platform for athletes, and disruptive ticketing platform for events. Launched in 2011 Athletepath grew to connect millions of athletes while powering thousands of global events until its acquisition in 2015.

At lululemon David is the Product Owner for Mobile Applications, Digital Guest Experience, and Educator Tools. A proponent of connecting and empowering consumers to share meaningful experiences, his community-oriented vision strongly supports the brand and message lululemon fosters throughout the world.

Valerie Peck’s background and professional achievements in the Customer Experience strategy, customer experience and journey/experience mapping have positioned her as a point person for many projects where it is critical to not only design strategy but to execute on it.  She is equally comfortable in the board room and the contact center.  In addition to consulting, Valerie has created a software platform called SuiteCX which enables companies and practitioners to aggregate various evidence and ethnographic elements such as voice of the customer, employee and company into a visual storytelling and process format to improve customer experiences, campaign effectiveness and strategic planning.

She has considerable functional expertise in executive-level marketing strategy, Go-to-market positioning, customer interaction strategy, tactics and technical solutioning, business processes, content/knowledge management and touch point/datamart technologies.   Her vertical industry expertise includes the financial services, hospitality, retail, health care services, high-technology, telecommunications, automotive, entertainment and education sectors.  She has significant domestic and international experience.

Projects Valerie has led have included using marketing and customer experience for competitive advantage, “psychology meets technology”, online/offline marketing, contact center/web business, functional, technical designs, RFP development and management, and customer service, service to sales strategy, customer experience optimization, and business case development.

Her hands on experience in management with both major corporations and the Big 5, consulting to a wide array of Fortune 50 and start-ups, give her a wealth of best practices (and worst) to pull from making her a subject matter expert who is highly sought after both in consulting and speaking.

Bart is a recognized leader in the development of translational technology aimed at improving patient care and holds several patents in the field. He developed OmniSite, a computer-based image-guided neurosurgical system currently licensed to Integra Lifesciences Corporation (NASDAQ: IART). He also directed development of the technology for, and was co-founder of, Emageon, Inc., a medical imaging company which went public (NASDAQ: EMAG) and was ultimately acquired. He’s currently Principal Investigator in several institutional grants that support development of information and surgical technology. He is a practicing neurosurgeon at the University of Alabama at Birmingham (UAB). Bart holds a BS and MD from UAB, where he did graduate study in biophysics, and performed his surgical training at the Mayo Clinic and Stanford University. He is an avid runner and swimmer in addition to being a musician and composer when he can find the time.

Caroline Dangson is a product manager and marketer for new products by CallidusCloud CX focused on motivating employees to deliver exceptional customer experience. Prior to CallidusCloud CX, Caroline has worked as a product marketer, product designer, and social business strategist. Caroline began her career as a research analyst forecasting trends in social media adoption and business models. Caroline is passionate about the use of positive psychology and social technologies to more deeply engage employees and customers.

Jeremey Dunn is a Senior Director of Sales and CX Strategy at OpinionLab and there are few things he’s more passionate about than empowering companies to improve their customer experience through the smart application of technology and VoC data.  In fact, he can’t believe OpinionLab actually pays him to do it for some of the top companies in the US and Canada (but is incredibly grateful they do). It might seem odd, but when you break it down it makes a lot of sense because it perfectly combines some of his favorite things: helping people, solving complex problems, creative thinking and curiosity. Jeremey is a proud graduate of Michigan State University and when not working with clients you’ll find him spending time at home in Detroit with his wife, three kids and dog… or searching the woods of nearby golf courses for the ball he hit there moments before

Jenna Dorman heads up Vision Critical’s technology sales team. An experienced leader and client-focused professional, Jenna has 11+ years of experience helping tech and telecom companies better understand what their customers want. Jenna has a bachelor of Commerce from the University of British Columbia, and currently resides in Vancouver, Canada.

He has over 15-years of experience holding leadership roles for some of the greatest lifestyle brands of our generation. He has had the opportunity to work for ANF, Michael Kors, Quiksilver, and Under Armour. Most recently John has brought this retail knowledge and expertise to Clutch. Clutch transforms the way B2C brands identify, understand, and motivate their core customers to become loyal brand zealots. He was brought on to serve as SME and strategist for the business Development, Marketing, and Strategy teams at Clutch. John holds a Bachelor of Arts in Organizational Psychology from Duquesne University, and a Masters in Business Administration from Villanova University.

Jenna is currently the driving force behind Strategic Partnerships for Clutch, the premier loyalty, rewards, gifting and mobile commerce platform for consumer-focused retailers and brands. Clutch works with consumer-focused brands worldwide to unify their consumer touch-points including online, in-store, social, and mobile channels, while powering dynamic gift, stored value and loyalty programs. As the database of record,Clutch converts data into actionable consumer insights to drive marketing and operational decisions.

Mr. Wilkie’s leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation through VoC innovation. He has consulted with hundreds of brands, including C-level executives at Fortune 500 companies, to ensure the successful design and implementation of solutions that increase customer loyalty, build brand advocacy, and drive financial performance.

Wilkie brings more than 15 years of experience deep inside the VoC industry. Throughout his career, he has made significant contributions to new sales and business development, in addition to program and product evolution. Notably, he spearheaded InMoment’s business expansion into Europe by establishing a permanent office and thriving client base in the United Kingdom. Prior to InMoment, Wilkie worked as a customer experience practitioner inside one of Canada’s largest operators of chain restaurants.

As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a roster of 40-50 industry leading speakers for each program, working with our marketing team to write effective copy for all outbound marketing messages, coordinating with sales and logistics teams to ensure the best possible onsite experience and prepping for and running the live event. Most recently, she has taken over conference production for WBR’s customer experience vertical, which includes planning and executing the flagship event Next Generation Customer Experience- a cross industry event that attracts 400 CX practitioners yearly. Prior to serving as event director, Elizabeth was assisting the events department with industry research and planning and executing industry webinars for WBR Digital. She currently lives in New York City.