AGENDA


Download the UWEBC Annual Conference app to personalize your own agenda with the track sessions, strategic briefings and sponsor booths that you don't want to miss.

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

The Future Begins Now
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 | Main Level
9:55 am–
12:05 pm
CUSTOMER SERVICE
TRACK

Lecture Hall
INFORMATION TECHNOLOGY TRACK

Ballroom B/C
MARKETING
TRACK

Ballroom A/D
SUPPLY CHAIN
MANAGEMENT TRACK

Community Terrace
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
Plexus

Sponsored by Tanium
Special Ops Training: Digital Go-To Market Campaign Strategies
Dane Hartzell, Global Director of Digital Marketing
Honeywell
How REI is Demystifying the Trail to Procurement Outsourcing
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
UX – Baking Great User Experience in to Your Corporate DNA
Jeff Horvath, CEO and Founder
Balanced Experience
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 | Exhibition Hall, Lake Level
2019 UWEBI Distinguished Fellow Award Presentation
John Baumann
, CEO of Colony Brands

Table Topics: Join peers in a casual discussion at tables dedicated to the following topics:
  • IT Hygiene – You Can Manage and Secure What You Can't See – Hosted by Tanium
  • AI Use Cases in the Contact Center – Hosted by EDCi
  • Understanding the Benefits of a Complete Identity Solution – Hosted by Conversant
  • IoT–Enabled Field Services In-Motion – Hosted by Pegasystems
  • How DSW Reduced AHT by 19% with Virtual Agents – Hosted by SmartAction
  • Busting the Myths About Robotic Process Automation – Hosted by UiPath

1:05–1:55 pm
NETWORKING & STRATEGIC BRIEFINGS
1:20–1:45 pm
Strategic Briefings | Main Level
1:55 pm–
3:20 pm
CUSTOMER SERVICE
TRACK

Lecture Hall
INFORMATION TECHNOLOGY TRACK

Ballroom B/C
MARKETING
TRACK

Ballroom A/D
SUPPLY CHAIN
MANAGEMENT TRACK

Community Terrace
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  |  EXHIBITION HALL, LAKE LEVEL
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.

Download the UWEBC Annual Conference app to personalize your own agenda with the track sessions, strategic briefings and sponsor booths that you don't want to miss.

Happy attendees