Ross Wainwright

CEO, Alida

Welcome address (1:00 ET) & Closing remarks (4:50 ET)

Ross Wainwright is a seasoned software executive with a proven 30-year record of fast-tracking ideas that will disrupt existing markets. As Alida’s leader, Ross firmly believes in a world where the best business decisions are those made with customers, not for them. He has aligned his global team to help companies uncover and action their customers’ truth to improve experiences and create meaningful relationships.

Before joining Alida in December 2019, Ross was CEO of the Americas region for global networking and services provider Dimension Data/NTT. Prior to that, he spent over 15 years with SAP, where his most recent roles were Chief Customer Officer for the S/4Hana Cloud business unit and Global Head of Financial Services.

Ross is an Official Member of Forbes Business Council and has been featured in the Globe and Mail, The National Post, on BNN Bloomberg and named #21 on the list of ‘Top 50 SaaS CEOs of 2020’ by the Software Report.

Riaz Raihan

President of Products, Alida

Welcome remarks (1:00 ET)

Riaz Raihan is President of Products at Alida. He leads product strategy, product management, research & development, engineering, UX design and customer cloud operations for the company. Riaz’s team builds world-class customer experience management (CXM) products for Alida customers.

Riaz has over 20 years of technology and product leadership experience in the United States and Canada. He spent a decade at SAP as SVP & COO responsible for product operations, value engineering, solution engineering, industry products and centers of excellence. At Infor, he was the global leader for digital engineering. Early in his career, he worked at Accenture and Ernst & Young, serving F500 clients across North America and Europe.

Riaz holds engineering and MBA degrees, is a graduate of the Stanford University Management Development Program, and is a member of Mensa.

Kerry Bodine

Founder, Kerry Bodine & Co.

Demystifying Customer Experience (1:30 ET) & Empathy in Action (4:25 ET)

Kerry Bodine’s book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences — and how their organizations must change in order to deliver them.

In 2014, she founded Kerry Bodine & Co., a customer experience consultancy focused on customer journeys, experience design, and cultural change. She’s also a frequent keynote speaker at conferences and private corporate events around the world.

Kerry’s ideas, analysis, and expert opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University.

Nikkia Reveillac

Head of Research, Twitter

Leading Women in VoC (2:15 ET)

Nikkia Reveillac is a passionate people advocate, a global culture maven and a change agent. She currently leads the Research team at Twitter where she is focused on helping to tackle the company’s biggest opportunities for growth with compelling, customer-centric insights and developing and inspiring high performing teams. She is part of a broader team whose primary responsibility is to help facilitate healthy participation in the public conversation on the internet. 

Prior to Twitter, Nikkia spent many years at Colgate-Palmolive Company, where she developed a reputation for being a visionary in insights with an affinity for innovation, impact and action. 

Nikkia attributes her success as a leader to her love for building collaborative relationships with her business partners and her hunger to deeply understand what drives the diverse individuals on her team. She shows up authentically as a challenger of the status quo with a global POV, thanks to her early career in dance, her Caribbean upbringing, her experience working in four countries and leading teams across four continents. Nikkia now resides in Brooklyn, New York where she can still be found dancing, with her husband and two daughters.

Christie McAllister

Principal Experience Design Research Manager, Digital Experience, Autodesk

Leading Women in VoC (2:15 ET)

Christie McAllister is a strategic research leader with more than a decade of experience helping businesses be human-centered in their design and business strategy. She has a deep background as a multi-methods researcher, design strategist, and business analyst. She is currently the Sr. Experience Research Manager for the Digital Platform Experience Group at Autodesk where she leads a team of researchers at the core of Autodesk’s customer-centered digital strategy. She is responsible for leading several corporate initiatives critical to modernizing Autodesk’s digital experiences and business model strategy.

Prior to joining Autodesk, Christie was the managing director at Scansion, a boutique strategy consultancy in San Francisco, and spent several years before that in the digital agency world. Before crossing over to digital design, Christie started her career in banking as an analyst and in corporate sales on a financial trading desk.

Alison Lutjemeier

Group Manager, DX Customer Feedback Programs, Adobe

Leading Women in VoC (2:15 ET)

Alison Lutjemeier is the Head of Global Customer Feedback Programs for the Experience Cloud, which entails the Executive Advisory Board (EAB), Customer Advisory Board (CAB), User Labs and the Alpha/Beta Test Program for Digital Experience BU at Adobe. She has been managing Customer Feedback Programs for the past twenty years where she has worked with thousands of global enterprise companies on bringing forth new and innovative ideas to enhance digital marketing solutions. Her goal is ensuring customers are being heard and their needs are being met by the company they are investing in.

Prior to Adobe, Alison spent eight years at Novell, where she led the Beta Test Program by automating and streamlining the customer program. She was recruited in 2007 by Omniture to establish the CAB and Beta Test programs for their three primary products. Since being acquired by Adobe in 2009, she has iterated on CAB and Beta annually, while creating new programs to ensure customer feedback is relevant and inclusive of the varying customer voices. The current feedback forums include more than 1500 customers worldwide representing companies from mid-market to enterprise representing billions in revenue.

Alison holds a BS degree in Behavioral Science and Health from the University of Utah and MBA from University of Phoenix.

Nancy Zagbayou

Founder, The Yogini Nancy

Movement & Mindfulness (2:45 ET)

The Yogini Nancy discovered yoga and meditation at a silent meditation retreat in Bali, Indonesia, while looking for serenity when she was on exchange at the National University of Singapore. She later completed her Yin, Gentle, and Hatha teacher trainings at HappyTree Yoga with Melanie Richards. Nancy completed her Trauma Informed Yoga Teacher Training at Naada Yoga and did her hands-on assist training with Asami Yoga in Montreal. She was trained by Melanie Shanti Faucher to guide pre and post natal yoga classes and most recently, she completed her 300-hour teacher training in Vinyasa and Ashtanga Adjustments at Kranti Yoga in Goa India. Nancy is a Vipassana meditator. She completed her 10 day silent meditation course in Merritt BC in 2015. She has been teaching and practicing mindfulness ever since.

Nancy is a McGill Law School graduate and an advocate for racial justice & mental health. She is an ambassador for the Yoga Mala Foundation and a strong believer in the power of yoga and meditation to restore peace of mind. When she is not teaching yoga and meditation, Nancy is an inclusion consultant in the wellness industry and a proud member of the Conscious Counsel law firm. She is currently the assistant teacher trainer in Happy Tree yoga's Advanced Hatha 300hr Yoga Teacher Training. 

Her intention is to teach in a joyful way that nourishes the mind, body and soul. With her wealth of knowledge and experience, Nancy’s classes serve her students, whether their desire is to reduce stress, improve flexibility, accelerate the healing of an injury, or change their lifestyle.

Paul Hagen

Principal Director, CXM, Alida

CX 101: Experience Foundations (3:10 ET) & Empaty in Action (4:25 ET)

As Principal Director, Paul Hagen leads thought leadership and product direction for experience management at Alida. His work uses design thinking methods to change the way organizations interact with people to deliver better experiences and value to customers, employees, partners and the community. 

Paul builds connections across organizational functions to define a strategic vision and take action. He has worked with and coached all levels from c-suite execs to field staff in global firms like Audi, Fidelity, FedEx, Barclaycard, Kohls, Penske Trucking, Caterpillar, United Health, Cigna and Dow Corning. 

Early in his career, Paul was an educator with the Peace Corps, Teach for America, and Edison Schools. He has a strong interest in applying design thinking to innovate on large systemic issues like education, healthcare, transportation/mobility, energy/water efficiency, and smart/sustainable cities.  He holds a BA from Stanford and a master’s from Harvard.

Nicole Kealey

Chief Strategy Officer, Alida

CX 103: Experience Economics (4:00 ET)

Nicole Kealey is a skilled marketing leader with over 20 years of experience in growing transformative software businesses and executing global go-to-market strategies that deliver results. 

As Chief Strategy Officer at Alida, Nicole Kealey leads the company’s global strategy and marketing function. She is responsible for spearheading the corporate initiatives that drive Alida’s growth in the Customer Experience Management (CXM) market. 

Prior to joining Alida, Nicole held senior leadership roles at SAP and Adobe. Her experience spans numerous software segments including CXM, enterprise resource planning (ERP), data management & analytics, and content management.

Kevin Kwong

Principal, Value Engineering, Alida

CX 103: Experience Economics (4:00 ET)

As Principal, Value Engineering, Kevin Kwong designs and structures purpose-built customer experience and insights programs. An advisory practice on value measurement helps clients realize impactful results across their organizations

Kevin's background in strategic project management, agile methodology, and systems engineering combine to achieve effective program integration and execution.