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Featured Keynotes

Dynamic thought leaders with inspiring ideas around customer experience and your contact center culture.

Opening Keynote: Reaching Your Next Summit

Monday | 4:45 PM – 5:15 PM
Summerlin Ballroom B-E
Manley Feinberg

Professionals often struggle to deliver more value under tightening business constraints and rising expectations. Add the complications of regulations, engaging a multi-generational work force, constantly evolving technology, economic pressure, plus the chaos of day to day life; and you have a serious challenge. After facing the same frustrations from the front lines to the executive level for more than 20 years; Manley believes the answer is in equipping individuals at all levels to think, act and influence as leaders in their environment. His keynote will help equip you to lead on the edge, and realize more in your life and work every day.

Manley Feinberg

, Business Leadership and Peak Performance Expert, Author

Manley is recognized as an award winning international keynote speaker, business leader, and author whose work has been featured on NBC, CBS, ABC, and Fox, and in The New York Daily News, Entrepreneur, American Express Open Forum and World News.  He served two terms as the President of the National Speakers Association, St. Louis chapter.

During Manley’s eleven years with Build-A-Bear Workshop, his leadership direction helped take the revolutionary retail concept from 40 stores to over 400 worldwide, realizing revenue growth from 55 million to over 474 million, and a successful IPO on the NYSE.  He built an award winning reputation for implementing business solutions and support that produced measurable results every day. Manley’s leadership influence contributed to a workplace culture that landed Build-A-Bear on the FORTUNE 100 Best Companies to Work For® List four years in a row.

Featured Keynote: The FUSION Formula: Brand + Culture=Results

Tuesday | 9:00 AM – 10:00 AM
Summerlin Ballroom B-E
Denise Lee Yohn

Forget everything you think you know about workplace culture! You don't need perks and parties. You need engaged employees who produce the right results and help you build a great brand. Denise shows you how to infuse your culture with your core brand values and align your people with your unique brand identity, so you produce a healthy organization and a valuable brand. Based on her new book, FUSION, Denise shares the secrets behind the world's greatest organizations and lays out the leadership playbook for achieving the brand-culture fusion you need to power your performance and future-proof your business.

Denise Lee Yohn

, Brand-Building Expert, Speaker, Author

Denise Lee Yohn delivers fresh ideas and clear-cut tools to build a breakthrough brand. She inspires and teaches business leaders to realize the full potential of their organizations. Blending a unique perspective, over twenty-five years of experience with world-class brands including Sony and Frito-Lay, and a talent for energizing audiences, Denise is a leading authority on building great brands and exceptional organizations. As author of the bestselling book What Great Brands Do and the new book FUSION, she cracks the code on how to achieve brand leadership

Featured Keynote: Be Your Team's Hero: How to Lead a World-Class Customer Experience Team

Wednesday | 9:00 AM – 10:00 AM
Summerlin Ballroom B-E
Adam Toporek

With his book Be Your Customer's Hero, Adam Toporek created an essential tool for frontline customer service teams. But for leaders, the challenge is different: how do they inspire, educate, and empower these team members to succeed? In this dynamic keynote, Adam provides unique insights into the leader's role in creating powerful customer experiences and gives you the keys to putting theory into practice with his 3E Leadership Framework.

Adam Toporek

, Customer Service Expert, Speaker, Author

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.  As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.

"This was my first conference and I was traveling alone from Canada. I can't tell you how invited I felt. It quickly felt like home. I learned so much my 3 days there and truly miss it since my return. I cannot wait for the next conference."

Shauntelle Carbery, Department Head of Customer Service, Express Legal

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