Customer Experience Friday Forum

EVENT AGENDA

• Your Customer Journey Isn't Broken. Trust Is.

  TIME: 11:30am–12:15pm LENGTH: 45 minutes

  AI has completely reshaped the customer journey, and more tools, more data, or more tactics won't get you the conversions you need.
  
  Join Talia Wolf as she reveals where buying decisions are actually happening, what LLMs are telling prospects about your brand, and the one element that now determines whether you win or lose the sale.

  In this session, you'll learn how to:

  • Identify where and how your audience truly makes buying decisions
  • Understand the trust signals influencing whether prospects choose you or your competitor
  • Optimize your entire customer journey (on and off your website) to drive conversions that actually count

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  SPEAKER

  

  • Talia Wolf
  • Founder & CEO
  • GetUplift

  Talia is the founder of Getuplift, the CRO agency high-growth B2B brands trust to create customer journeys that convert. Using her customer-first CRO framework, Getuplift generates more leads, sales, and ROI for clients like Bitly, Sprout Social, and Atera.

• Your CX Problem Might Actually Be a Marketing Problem

  TIME: 12:30pm–1pm LENGTH: 30 minutes

  Customer experience doesn't start when someone becomes a customer—and it doesn't only happen when they interact with you.
  
  Buyers are researching, comparing, troubleshooting, and forming opinions about your brand in places you don't control, before and after they buy. And now, marketing shapes CX far beyond campaigns or touchpoints.
  
  In this candid conversation, SurveyMonkey leaders unpack how to understand what customers are experiencing when no one from your company is in the room.

  You'll learn:

  • Which marketing channels shape CX before and after engagement
  • How to find and understand the customer moments that happen off your roadmap
  • How audience insight helps you improve experiences earlier—and continuously

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  SPEAKERS

  

  • Carisa Bartelt
  • Senior Manager of Brand and Integrated Marketing
  • SurveyMonkey

  Carisa is a brand marketer at SurveyMonkey focused on integrated campaigns and how brands show up in the real world. She connects audience insight, storytelling, and execution to shape perception, build relevance, and drive meaningful marketing impact.

  

  • Brooke Spath
  • Head of Customer Marketing
  • SurveyMonkey

  As Head of Customer Marketing at SurveyMonkey, Brooke champions the transformative power of feedback. She helps users strategically leverage customer insights to meet their goals. Brooke's innovative approach builds strong customer relationships and success stories.

• A Voice of Customer Program That Actually Drives Decisions

  TIME: 1:15pm–2pm LENGTH: 45 minutes

  So much is changing in CX, but perhaps no discipline as quickly and dramatically as Voice of Customer.
  
  Our customers offer feedback in different ways and in different places than they did even 5 years ago. Sadly, for most organizations, the "VoC Engine" has become tremendously out-of-date. It's time for a serious tune up!
  
  This session will equip you with a new mentality and new tools to effectively capture the customer's voice and use it to drive meaningful change.

  You'll learn how to:

  • Modernize your VoC initiative to "listen where your customers are talking" with both structured and unstructured data
  • Establish a centralized "VoC Engine" that is capable of providing clarity, accountability, and measurability
  • Go beyond the dashboard to bring VoC insights to life, connecting employees to customers in exciting ways

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  SPEAKER

  

  • Nate Brown
  • Head of Education and Enablement
  • Metric Sherpa

  Nate helps customer experience leaders to better understand and serve their customers. Having seen many sides of the CX ecosystem as a practitioner, consultant, and analyst, Nate is widely known for his innovative perspective and contagious energy.