AGENDA


7:00-8:00 am
Continental Breakfast, Registration, Networking
8:00-9:00 am
OPENING KEYNOTE
8:00-9:00 am
Conference Welcome
Dr. Raj Veeramani, Robert Ratner Chair Professor, UW-Madison
 Founder & Executive Director, UWEBC

Opening Keynote
Erica Orange, Executive Vice President and Chief Operating Officer, The Future Hunters

Sponsored by Tanium
9:00–9:55 am
NETWORKING & STRATEGIC BRIEFINGS
9:20–9:45 am
Strategic Briefings
9:55 am–
12:05 pm
CUSTOMER SERVICE TRACK
INFORMATION TECHNOLOGY TRACK
MARKETING
TRACK
SUPPLY CHAIN MANAGEMENT TRACK
9:55–10:00 am Track Introduction
Roger Paulson, Practice Director, UWEBC
Track Introduction
Cavinda Caldera, Practice Director, UWEBC
Track Introduction
Chris Murray, Practice Director, UWEBC
Track Introduction
Wayne Thompson, Practice Director, UWEBC
10:00–10:35 am The Effortless Experience: A Look Back and a Look Ahead
Matthew Dixon, Chief Product and Research Officer
Tethr

Sponsored by EDCi
Staying Relevant in a Digital World
Tim Schaefer, Digital Transformation Leader
The Real Journey of Journeys
Ryan Warren, Vice President of Global Business Consulting
Salesforce
Disruptopia
Kurt Cavano, Technology and Supply Chain Evangelist

Sponsored by WMEP
10:45–11:20 am Customer Care 2021
Jeff Berg, Partner and Eric Buesing, Partner
McKinsey & Company
Continuous Improvement as a Core Strategy to Deliver Value to the Enterprise
Steve Gearhart, CIO and Katie Labedz, Director of Continuous Improvement-Regional
Plexus

Sponsored by Tanium
Special Ops Training: Digital Go-To Market Campaign Strategies
Dane Hartzell, Global Director of Digital Marketing
Honeywell
Reducing Tail End Spend
Lys Hardy, Director, Strategic Sourcing and Vendor Management
REI
11:30 am–12:05 pm Work Smarter, Not Harder, For A Successful Customer Experience Transformation
Rick Parrish, Principal Customer Experience Analyst
Forrester
Briggs & Stratton’s Journey of Transformation: Building a New GRANITE Foundation
Todd MacKay, CIO and Brian Olsson, Vice President Business Transformation
Briggs & Stratton
7 Things We Forget About People: Humanizing the Digital Experience
Katie Hill, Strategic Consultant, Coach and Founder
Rebel Wellness
Blockchain: Solving Business Problems in the Supply Chain
Jeff Beals, Strategic Supply Chain Solutions Development Executive – Blockchain
IBM
12:05–1:05 pm
Lunch and Table Topics
2019 UWEBI Distinguished Fellow Award Presentation
John Baumann
, President and CEO of Colony Brands
1:05–1:55 pm
NETWORKING & STRATEGIC BRIEFINGS
1:20–1:45 pm
Strategic Briefings
1:55 pm–
3:20 pm
CUSTOMER SERVICE TRACK
INFORMATION TECHNOLOGY TRACK
MARKETING
TRACK
SUPPLY CHAIN MANAGEMENT TRACK
1:55–2:35 pm Practical Applications of Automation in Customer Service: How Real Care Organizations Are Finding Success with AI and Robotics
Kandy White, Senior Vice President and Head of Global Operations
Altisource
Demystify the Artificial Intelligence Silver Bullet to Deliver Tangible Operational Results
Erick Brethenoux, Research Director
Gartner
Your Brand on Amazon: An Executive’s Roadmap to Drive Sustainable Revenue Growth
Timothy Seward, CEO and Author
ROI Revolution
Multi-access Edge Computing with 5G for Emerging Supply Chain Automation Needs
Hugh Arif, Director, Industry Solutions - Manufacturing, Transportation, Logistics & CPG
AT&T Business
2:45–3:20 pm Learned Leaders Make Customer Experience Happen
Kathleen Peterson, Chief Vision Officer
PowerHouse Consulting
Birdies and Bogeys of a Digital Transformation
Ritch Houdek, Senior Vice President, Technology
Kohl's Department Stores

Sponsored by AHEAD
The Moral Obligation to Entertain
Suz Brewer, Brand Builder and CMO Consultant
SUZCO
Future-Proofing Your Supply Chain
Kate Kaufman, Director of Account Management
Uber Freight
3:30–4:30 pm
CLOSING KEYNOTE
3:30–4:30 pm
Closing Keynote and Raffle
Tommy Caldwell, Professional Rock Climber and Best Selling Author of The Push

*Please note times are subject to change.