Brennan Wilkie

SVP, Customer Experience Strategy
InMoment

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.

Check out the incredible speaker line-up to see who will be joining Brennan.

Download The Latest Agenda

Day Two: Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset

Monday, February 6th, 2017

11:15 ROI by Design: How to Create Meaningful Value from CX

CX ROI doesn’t happen by accident. Brennan Wilkie, a veteran of CX measurement and customer listening, shares essential elements in building and proving value in CX initiatives. Wilkie, InMoment’s SVP of Customer Experience Strategy, discusses:

Mapping your value landscape
Linking initiatives to larger business objectives
Defining success
Results-oriented listening
Gaining support for action

16:10 Champagne Roundtable Discussions (35 Minute Back to Back Tables):

Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you.
·· Network with industry peers with very similar challenges, interests and responsibilities
·· Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert
·· Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 35 minutes

1.Thinking OmniCommerce: Being Where Your Customer Needs You To Be
Karen Kallet, Chief Digital Officer, Bank of Internet

2.Avoiding the Creep Factor: Personalizing Experiences Without Crossing A Line
Christopher Barefoot, Vice President of Communications & Guest Relations, Opus One Winery

3.Your Frontline Hates CX: Here’s What To Do About It
Sarah Simon, VoC Consulting Director, Confirmit

4.Hidden ROI in Your CX Initiatives
Speaker to be named, inMoment

5. How Why'd Is Your Customer Experience Gap?
Doug Roerden, Vice President for User Experience Design Strategy, Fidelity Investments

6. The commoditization of data: Why agile customer insight is the new gold standard for decision makers
Jenna Dorman, VP Business Development Tech and Telecom, Vision Critical

7. It’s Not Brain Surgery: Improving Customer Relationships, Profitability, and Capability with Mobile Merged Reality and Virtual Presence
Dr. Bart Guthrie, Neurosurgeon, University of Alabama at Birmingham

8. Be Where Your Customers Are: How To Use Mobile And Social Tech To Enhance CX
Marty Ciszon, Digital Servicing | Senior Manager, Discover

9. High Frequency CX: How Lighter, Better and Frequent Experiences Empower Consumers and Engender Positive Sentiment
David Embree, Product Owner – Mobile & Guest Experience, Lululemon

If you are interested in leading a roundtable during this time, please be in contact with Harvey Golub, at Harvey.golub@wbresearch.com