CX
North America

Putting your customer first requires a strong data & analytics strategy to get to the holy grail of a single customer view so you can better know, respect and reward your customers. Join this insightful panel between US Bank and Acxiom to understand US Bank’s strategy and deliberations to ensure experiences matter.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Srini Nallasivan, Executive Vice President, Chief Analytics Officer, Head of Enterprise CRM, US Bank
Tate Olinghouse, Chief Client Officer, Acxiom

This presentation will delve into why the voice of the customer (VoC) matters for Nationwide and how its VoC program is evolving beyond traditional methods. The presentation will touch on how Clarabridge is helping advance the VoC program by integrating disparate sources of VoC data into one system that can provide a comprehensive view of the customer pain points and how Nationwide is approaching the deployment to the enterprise with a focus on continuous improvement.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Sri Sankar, VP of Customer Strategy & Engagement, Nationwide

CX programs are most powerful when the data is used purposefully across the organization. What this looks like can differ from company to company. Charles Schwab is breaking down silos between departments to jumpstart their journey analytics, while DHL is directly applying their global CX data to drive a pillar business objective. In this fireside chat, learn about each of their paths to successful business outcomes through their CX programs.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Jeremy Strang, Global Senior Manager Customer Intelligence, DHL
Sean Albertson, Managing Director, Client Experience Measurement & Analytics, Charles Schwab & Co., Inc.
Tricia Aguilar, Head of Solutions Strategy, Forsta

Campari Group had a fragmented data landscape that made it difficult to get a 360-degree customer view, personalize communications and experiences for maximum effect. Campari Group built a customer data platform using Microsoft Dynamics 365 Customer Insights to unify its data, gain AI-driven insights, and facilitate personalized communications and customer journeys across multiple channels with Dynamics 365 Marketing. Learn how Campari Group can now support end-to-end customer journeys across marketing, sales, and customer service.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Shelley Bransten, Corporate Vice President, Global Retail and Consumer Goods, Microsoft
Chad Niemuth, Global IT – Marketing & Sales, Campari Group

What do organizations that thrived last year have in common? They are experience-centric brands with a modern CX strategy built on rapid improvement and design that enables them to adapt to dramatic market changes. Join this session to learn from Qualtrics and Digital Realty Trust, a leader in global digital connectivity, trends, and best practices that will help you exceed customer expectations and accelerate growth.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Mark Reynolds, Vice President, Global Customer Operations, Digital Reality
Liz Tassey, Global Head of Product Marketing, Qualtrics

Jason is a customer experience leader with a keen understanding of creating cross-departmental CX programs that organizations successfully adopt. Currently Atlantic Union Bank is maturing their CX program into a holistic Enterprise Experience department—incorporating changes that benefit employees and executives as much as customers. Join this conversation with Verint’s Eric Head to learn from their combined 40+ years in the CX space.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Eric Head, VP, Experience Leadership, Verint
Jason Huffman, SVP, Director of Customer Experience, Atlantic Union Bank

Learn how Ambry Genetics is using Talkdesk CX Cloud to support their vision for patient and provider experience now and for the future. We’ll discuss how they use data to drive decisions, lessons learned from 2020, and best practices for the new normal.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Anna Dispensa, Director, Client Solutions , Ambry Genetics
Greg Miller, Vice President Industry Strategy, Healthcare & Life Sciences, Talkdesk

Join Dell’s Renée Hodgin, Voice Analytics Business Scientist in a fireside chat with CallMiner’s Marketing Director Brian LaRoche as they discuss Dell’s journey with Conversation Analytics, their achievements to date and their roadmap for the future.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Renée Hodgin, Voice Analytics Business Scientist, Dell
Brian LaRoche, Director, Events & Field Marketing, CallMiner

The Achilles’ heel of most customer feedback programs is lack of action. Why? The expectation that thousands of stakeholders will find ways to integrate feedback into their daily work habits might be setting programs up for failure instead. How are successful CX leaders tackling this problem? Enter experience orchestration: the automation of action at scale. In this session, we’ll discuss 4 powerful orchestration strategies that leading brands have adopted, and the results they’ve achieved.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Jackie Potts, Director, VOC Strategy, Concentrix

There is no magic formula to building a successful CX program, but for Abbott it means continually improving and never resting on their program’s current success. Join this fireside chat with Brian Bruner, Global Director of Customer Loyalty for Abbott Diagnostics, to hear about their strategies to continually strive to meet Abbott customer needs, better understand friction points, inspire support and engagement from Executive Leaders, and build a customer-centric culture that drives true business value.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Brian Bruner, Global Director of Customer Loyalty, Abbott Diagnostics
Cammy Enck, InMoment Client Success Director, Healthcare Practice

This session will cover the key considerations for shifting to a messaging-first strategy – from a brand with over 13MM+ monthly average users. We’ll deep dive into Priceline’s decision criteria as they introduced AI, and how a bot serving a single intent handles 14% of inbound inquiries — with plans to expand. Learn about the vision for an end-to-end, connected experience with AI-powered messaging spanning multiple channels and how Priceline plans to make that vision reality.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Jeremy Ellis, Sr. Director, Head of Customer Care, Priceline
Jared Eisenlohr, VP, Technology, Travel & Retail, LivePerson

Every generation—from Zoomers to Boomers—sees wellness and fitness as an essential investment in the post-COVID world. In this webinar, you’ll learn how this insight drove an investment in the direct-to-consumer channel that helped Nestle Health Sciences’ Garden of Life brand attract new customers, support channel growth, and gain valuable customer information to guide future health product development—and how you can structure your digital investment to reap similar benefits.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Mandy McCarthy, Chief Marketing Officer, Garden of Life
Phillip Jackson, Chief Commerce Officer, Rightpoint

Capturing, incorporating, and actioning your customer’s feedback is critical to your business’s growth. Learn to leverage data, analytics, and insights to sharpen your acumen on customer experience.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Asha Aravindakshan, VP of Customer Delight & Operations, Sprinklr
Eric Martin, Senior Manager of Data Partnerships, Twitter

Speakers:
Shar VanBoskirk, VP, Principal Analyst, Forrester

Speakers:
Andrea Brimmer, Chief Marketing & Public Relations Officer, Ally Financial
Mike Proulx, VP, Research Director, Forrester
Michael Roberts, Chief Marketing Officer, Retail, Vanguard

“In god we trust; all others must bring data.” Edwards Deming’s famous quote highlighted the need for evidence-based decision-making.  Are we striking a good balance with customer insights for CX? Are you balancing your portfolio of quantitative and qualitative customer insights methods to protect against the illusion of insight? Are you building trust with your stakeholders? Cast your vote to discuss one of these topics: 

• Boosting confidence with mixed method customer insights 
• Building trust with insights
• Prioritization of customer insights methods
• Balancing the “what” and “why” of customer behavior 

Speakers:
Srividya Sridharan, VP, Research Director, Forrester

Most CX Pros understand the necessity of research, but what research means and who should do it is often a point of contention in organizations. Join us to discuss solutions to some of the key research challenge CX pros content with:  

• How much research do we really need? 
• Why does qualitative research matter (and how to convince others of it)?
• Who should do research?
• What kinds of questions should research answer?

Speakers:
Kelly Price, Senior Analyst, Forrester

The COVID-19 pandemic and its related crises sow the seeds for massive technological, social, and cultural transformation. However, the ways in which people are responding – and the intensity of their response – vary drastically across consumer emotional and demographic profiles. How do we make sense of consumer behavior change over the past year, and what does this reveal about consumer expectations moving forward? Cast your vote and join us as we discuss one of the following topics.

• Pandemic-Related Consumer Behavior Changes, In Context
• How The Pandemic Influences Consumers’ Relationship With Technology
• How The Pandemic Influences Consumers’ Relationship With Brands
• Forward-Looking Consumer Changes That Will Shape The Next 5 Years

Speakers:
Anjali Lai, Senior Analyst, Forrester

DEI has gotten a lot of exposure over the course of 2020 and into 2021. Organizations who haven’t historically prioritized this work are making it a priority now. In this session the audience will choose what they’d like to discuss, and Forrester’s expert panelist will help you get a better grip on the complicate landscape of DEI.

• DEI’s impact on buyers
• DEI talent in the marketplace
• Creating an inclusive workplace
• DEI best practices

Speakers:
Katy Tynan, Principal Analyst, Forrester
Fatemeh Khatibloo, VP, Principal Analyst, Forrester

Producing insights that don’t lead to decisions is a waste of time. During this session you and your peers will share best practices for turning insights into actions that have a meaningful impact on your organization’s bottom line and your customer experience. Topics discussed will focus on overcoming common challenges: 

• Building trust with internal stakeholders
• Prioritizing the right types of insights
• Translating insights into the right actions

Speakers:
Brandon Purcell, Principal Analyst, Forrester

During this session, you will learn from your peers how they are approaching measuring how well their customer journeys perform. Below are the topics we’ll explore during our conversation. 

• Why CX pros must measure journey performance.
• The components of an effective journey measurement framework
• How to develop a customer journey measurement framework

Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester

This session will provide delegates the opportunity to hear examples of how firms use insights gleaned from CX Index data to guide their own CX strategies and transformations. Some specific topics include: 

• Why emotion is so important
• How the CX Index supports CX maturity development
• How channels can make a difference in experience quality
• Recent trends in CX quality 

Speakers:
Pete Jacques, Principal Analyst, CX Index, Forrester

In this conversation, we’ll explore and discuss whether everyone at an organization should have performance goals tied to CX? And if so, should everyone’s goals be the same, different, or only employees who work with customers should have CX goals.

Speakers:
David Johnson, Principal Analyst, Forrester
Betsy Summers, Principal Analyst, Forrester

Even before recent changes to third-party cookies shook up ad-based revenue models, News Corp invested deeply in growth through direct customer relationships. With customers spanning diverse brands like Wall Street Journal, HarperCollins, and New York Post, unifying and activating customer data in cohesive customer experiences is easier said than done. Learn how Esfand Pourmand, SVP of Global Subscriptions, integrates technology and business processes to drive new consumer revenue strategies at News Corp.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Esfand Pourmand, SVP of Global Subscription, News Corp

Learn how some of the largest brands in the world have built successful enterprise-grade omni-channel CX programs. Using new research and real use cases, this session will cover best practices for how to integrate multiple feedback sources, how to create a holistic view of the customer and how to set up the systems and processes to drive action and prove ROI.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Fabrice Martin, Chief Product Officer, Clarabridge

Data is key to creating engagement that leads to loyal and lasting customers. And, relevant and consistent customer experiences only happen with a data-driven approach. Kevin Fleet will introduce Informatica’s data strategy framework, designed to help you overcome obstacles including corporate culture, data silos, and skills gap. With a well thought-out data strategy, you can leverage the right data to deliver the right experience, at the right time so you can optimize every interaction.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Kevin Fleet, VP of Advisory Services, Informatica

LiveVox CEO, Louis Summe, is joined by Cornerstone Advisors Director of Research, Ron Shevlin, to discuss the latest in CX trends and how customer service leaders are successfully adapting to an increasingly digital environment with cloud capabilities including seamless omnichannel customer journeys and AI.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Louis Summe, CEO and Co-Founder, LiveVox
Ron Shevlin, Managing Director of Fintech Research, Cornerstone Advisors

Surveys alone can’t provide enough insights to help organizations stay ahead of changing customer expectations. Companies must capture experience signals across the entire customer journey, from both direct and indirect feedback, operational data, and observed behavior. Learn how Samsung Care has embraced this strategy for growth, integrating over a dozen different signals to drive both short and long-term improvement actions combined with relevant ROX – Return on Experience.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Guilherme Koga, Director Care Analytics - Customer Experience and Strategy, Samsung Electronics America

Despite their different product offerings, a leading video game publisher and a food ordering & delivery platform use similar data to turn consumer insights into action to enhance products, services, and content. The past year has forever changed how brands and consumers interact. Companies that want to survive this shift will need to rely on intelligence from customer conversations to make smarter business decisions and better serve customers. Level up your CX strategy with advice from these customer-obsessed companies.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Mandy Cudahy, Director of Content Marketing, GrubHub
Aaron Kaufman, Director of Social Media and Community, Square Enix
Ben Riggle, Head of Sales US & LATAM, Talkwalker

T. Rowe Price faced a challenge: 37% of new account applicants weren’t moving beyond the first page of the process. The UserTesting® Human Insight Platform enabled the company to identify the points of customer confusion within hours, close the experience gap, and reduce the percentage of customers dropping out of the application process. In this session, learn the value of how fast, actionable human insights can strengthen your organization’s bottom line.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Janelle Estes, Chief Insights Officer, UserTesting
Harsha Thayi, Senior Manager of User Experience, T. Rowe Price

Speakers:
Rick Parrish, VP, Principal Analyst, Forrester

Speakers:
Anjali Lai, Senior Analyst, Forrester

A mature, high-performing CX function has a three part mission to develop a vision and strategy, drive adoption of CX management, and coordinate CX transformation. To do that CX teams need executive support, essential skills, and a  cross-functional mandate. Which of these factors is most important to your success? Vote now for one of these discussion topics: 

• CX vision and strategy 
• Executive support 
• Essential CX skills 
• Cross-functional mandate

Speakers:
Harley Manning, VP, Research Director, Forrester
Adele Sage, Principal Advisor, Customer Experience Council, Forrester

Driving impact and decision-making with insights from data (quantitative, qualitative) takes three skills areas.  As relevant to peoples’ roles, the areas are data and analytics skills, business / operations skills, and human skills.  Human skills had been neglected.  That’s changing!  How are you focusing on this?  Don’t forget to cast your vote and join me to discuss one of the following topics.

• The Key Human Skills  
• Operating Models  
• Decision-making With Data  
• Communicating CX Benefits

Speakers:
Cinny Little, Principal Analyst, Forrester

It’s past time for CX leaders to shed the stereotype of “that customer survey person”. The CX leaders who are gaining funding for continued expansion of their programs are the ones who are measuring the right things, constantly adjusting their programs, and calculating and communicating the value of the work they’re doing. Don’t forget to cast your vote and join us as we discuss one of the following topics.

• Going beyond surveys 
• Making the case for CX 
• Prioritizing properly 
• Showing the value of CX 

Speakers:
Judy Weader, Senior Analyst, Forrester

Discuss with your peers how they are unlocking customer experience gains and innovation by investing in their people – supporting them with the right tools, policies, and culture. Come prepared to share and discuss:  

• Moving from a pandemic to a post-pandemic employee experience  
• How to listen to employees to learn what engages them  
• What obstacles get in the way of our ideal EX, and what top tips break through them 

Speakers:
James L. McQuivey, PhD, VP, Principal Analyst, Forrester

A hallmark of the best CMOs is their ability not just to deliver short-term wins but to nurture and build brands with lasting value. But while marketing campaigns and programs (think of it as “performance” marketing) have well-developed measurement systems, the way to measure the long-term value of a brand is notoriously elusive. Or is it? For this peer roundtable, come ready to share your experiences and learn from others about the successes, failures, frustrations, and lightbulb moments of measuring your brand’s long-term equity and value. 

Speakers:
Dipanjan Chatterjee, Vice President, Principal Analyst, Forrester

Join established CX Certification Alumni and your peers for an interactive roundtable discussion. We’ll tackle questions like: How are individuals and teams putting CX skills and frameworks intro practice? What are the most critical skills for CX professionals today? 

Speakers:
Jenna Wohead, Director, Certification, Forrester
Jen Sanning, Executive Partner , Forrester

Speakers:
Jay Pattisall, Principal Analyst, Forrester

When it comes to CX in the healthcare space, things like security and value for cost, are table stakes. What really differentiates a brand is the experience they provide customers and the way those customers feel. Join us to learn how Northern Arizona Healthcare has prioritized and is transforming their vision for digital, their strategic approach to manage it, and how they are remodeling their website to strengthen an already solid focus on customer needs, delivering higher business value and reaching their strategic goals.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Scott Wassmer, General Manager, Americas, Appnovation
Steve Peretz, Director, Health Experience & Product Strategy, Appnovation
Jannienne Jones Verse, Chief Strategy, Business Development and Marketing Officer, Northern Arizona Healthcare

How User Research at DraftKings has evolved from a single-product, design focused individual, to a full-service team that supports the entire organization with the mission of relentlessly enhancing our user experience. In this talk, Annie Corbett, Senior Manager of the User Research team at DraftKings, shares how the team has expanded and evolved over the past 3 years by building a culture of research awareness, collaboration, and democratization.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Annie Corbett, Senior Manager, User Research, DraftKings, Inc.

Companies that transform their enterprise customer data strategies and architecture introduce new digital initiatives that empower customer experience and engagement. The most successful strategies incorporate Artificial Intelligence, context, and advanced analytics in a well-architected Customer 360 solution. In this session you will learn the best practices that help you better understand what to do and how to avoid potential pitfalls when creating connected experiences for your customers and partners.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Khoi Hoang, VP, Strategic Initiatives and Principal Architects, Informatica
Nick Dobbins, Senior Principal Architect, Informatica

Discover how to step-change your CX by understanding how your customers really feel about their experience, and how they want to experience your brand. In this session we will demonstrate how understanding emotions, as well as measuring historic metrics, reveals new insights that will improve your CX, leading to better customer outcomes and improved brand performance.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Ted Chen, Managing Director, Customer Experience Center of Excellence, Maru Group
Todd Trautz, Chief Innovation & Solutions Officer, Maru Group

Join us to learn how you can build empathetic service experiences with Dynamics 365 Customer Service and Field Service. Hear from Bob Kanzler from RSM, a Microsoft partner, who will share more about how they helped PHDC, a nonprofit organization in Philadelphia deploy these solutions to manage home repair projects for low-income residents and achieve its mission of serving its clients more effectively. Read the full story: https://customers.microsoft.com/en-us/story/856265-phdc-nonprofit-dynamics-365

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Kevin Bane, MIS Project Manager, Philadelphia Housing Development Corp (PHDC)
Bob Kanzler, Principal, Business Applications Consulting, RSM US LLP
Shona Bang, Product Marketing Manager, Microsoft

Business needs have seen monumental changes in the last year with the global pandemic. As organizations evolved quickly to accommodate a world of remote work, so too was the need to evolve customer service. Today we begin planning to go back to a new normal — a hybrid working world. Along with the continued proliferation of mobile devices and this evolution in work, customer service requires a digital first, conversations from anywhere approach too. In this session, learn how the right solution can provide a personalized customer experience led by conversational AI and messaging in the Digital First Era.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
John Finch, VP Enterprise Product Marketing, Zendesk

In 2018, customer experience was not on Insular Life’s list of priorities. But Insular Life’s Business Excellence team strongly advocated for the pivot from Customer Service to Customer Experience and by 2019, they had developed and deployed their 5-year CX roadmap. Join this session with Dan Ramirez, Head of Business Excellence, Customer Experience Management of Insular Life, to discover how a successful partnership with Alida allows Insular Life to build a successful future rooted in customer centricity. From strategy to priorities to launch and measurement, Insular Life will share the ins and outs of their CX journey. This session will showcase Insular Life’s approach to CX and how Alida helps them achieve their goals.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Dan Ramirez, AVP, Head of Business Excellence, Insular Life
Franchesca Hernandez, Assistant Manager, Business Excellence, Customer Experience Management, Insular Life Assurance Co., Ltd.
Steven Medeiros, Senior Vice President and General Manager, APAC, Alida

To succeed in today’s world, companies must look for every opportunity to understand customer expectations and continuously leapfrog past them. The cycle for optimization of customer experiences is getting shorter. What was a remarkable customer experience 5 years back is mundane today. And to be able to continue to jump in front of rising customer expectations, your data and systems must be constantly getting better as well. Designing great customer experiences is getting easier with data-driven insights and predictive analytics. Find out how Zoetis is setting an excellent example by delivering superior customer experience in partnership with Brillio.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Krishna Cheriath, Head of Digital, Data and Analytics, Zoetis
Dave Bernstein, Managing Partner, Brillio

The last year has led to irreversible changes in how the world does business. The ways that companies and customers connect has undergone a massive transformation—and providing world-class customer experiences has never been more important.
In this session, Jane Honey, Senior Director of Product at Intercom, will discuss a research study the company commissioned and was conducted by Forrester Consulting, which explores how conversational experiences are fueling customer retention and business growth for major companies based on feedback from customer support decision makers. You’ll learn why conversational support is now a business-critical CX strategy and how to future-proof your support strategy with messenger-based experiences.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Jane Honey, Senior Product Director, Intercom

Artificial Intelligence is a hot topic in the CX world and while many contact centers are using this technology to improve their operations, one critical element often gets overlooked — AI data management. Join us as we take a deep dive into the common challenges and how to use practical AI strategies to achieve powerful results that drive down costs and transform the customer experience.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Boris Grinshpun, General Manager of CRM and Digital Solutions, LiveVox
Jim Lynch, Sr. Director of Product Marketing, LiveVox

Come hear Michelle Russell, Executive Director, Workplace & Customer Experience, Verizon Business Group, and Ken Harrington, Vice President, Virtual Channels Cloud Services, at Wells Fargo as they discuss what it means to re-imagine your approach to customer experience. They will address key topics on how Wells Fargo handled their challenges with moving agents to a remote working model during the pandemic, their approach to creating a differentiated brand experience for their consumers, the technologies and tools they use to meet customer expectations and much more.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Michelle Emerson, Executive Director, Workplace & Customer Experience , Verizon Business Group
Ken Harrington, Vice President, Virtual Channels Cloud Services, Wells Fargo

You may be familiar with the key principles of reducing customer effort, but do you know how to put those ideas into action? Join us for a thought-provoking presentation designed to help you gain a deeper understanding of the core tenets of effort reduction and how to apply those ideas to your own service organizations. You’ll leave with a list of concrete, immediately actionable steps you can take to begin reducing effort.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Speakers:
Matt Dixon, Chief Research & Innovation Officer, Tethr