| Registration Opens

| Offsite Event

ICX Tours

The Columbus area is home to many exciting venues with engaging interactive technology. The ICX Tours are a great way to see this technology in action and to get to know many of your fellow attendees.

Attendees will be able to choose one of the following tours:

Click here to learn more about each venue.

| Welcome & Opening Remarks
  • Cherryh Cansler | Vice President of Events | Networld Media Group
  • Tara Kolakowski | Head of Growth Marketing & Distribution, East Coast | Forbes Business Development Council | Loop Media
  • John Lowe | CEO | Jeni’s Splendid Ice Creams

| Opening Keynote

Fostering Innovation: How to Create an Environment where Innovation Thrives

If you toss a handful of seeds in a desert and order them to grow, you aren’t going to get a tree. The tree will only grow in a suitable environment with rich soil, water, and sunlight. Innovation works the same way — sticking smart people in a room with the directive to innovate — is not the answer. To innovate, you must build a firm foundation, create psychological safety, and take good care of the team. Do these things first and watch your innovation efforts take off.

Visit Loop Media’s booth during the ICX Discovery Zone session to receive a complimentary copy of Andy Laudato’s book, "Fostering Innovation: How to Build an Amazing IT Team". Andy will also be available during that time for a book signing.

Keynote Speaker:
  • Andrew Laudato | EVP & COO | The Vitamin Shoppe

Sponsored by Loop Media
Keynote Speaker
Andrew Laudato
The Vitamin Shoppe

| Awards Presentation

Elevate Awards Presentation

The ICX Association Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.

The ICX Association has announced finalists for the 2022 Elevate Awards. Click here to learn more about the finalists and the Elevate Award Categories.

| Networking Event

Welcome Reception

After a full day of informative and inspiring sessions, interact with speakers, sponsors and fellow attendees to discuss the day’s session and make new contacts.

Sponsored by Loop Media

THURSDAY // JUNE 2, 2022

| Registration & Breakfast

| Keynote Session

How the Indiana Pacers Scored Big with Automation and Data-driven Decision-making

The Indiana Pacers recently modernized its KPIs with digital lead generation, a process that Sydney Lesko and Taylor Bloom will discuss. The duo shares how the basketball franchise integrated customer forms, optimized automation processes, and analyzed the results from visual dashboards.
Keynote Speakers:
  • Taylor Bloom | Associate Director of Customer Engagement | Pacers Sports & Entertainment
  • Sydney Lesko | Marketing Cloud Manager | Pacers Sports & Entertainment

Keynote Speaker
Taylor Bloom
Associate Director of Customer Engagement
Pacers Sports & Entertainment

Keynote Speaker
Sydney Lesko
Marketing Cloud Manager
Pacers Sports & Entertainment

| Refreshment Break

| Breakout Session

Digital Transformation Strategy: Where to Begin?

Have you been asked to lead your organization in a digital transformation? Perhaps your organization has a lot of legacy issues and your job is to bring your customer experience into the 21st century. This session will help you identify the steps to take to successfully digitize your customer experience and integrate digital into your company culture.

  • Kathleen Chugh | Chief Information Technology Officer | Nando’s PERi-PERi USA
  • Shara Hutchinson | Senior Director, Customer Experience | Central Ohio Transit Authority
  • Prakash Karamchandani | Co-Founder | Balance Pan-Asian Grille

  • Kristen Call | Sr. Industry Advisor, Retail, Hospitality & Banking | Intel

Sponsored by Intel
| Breakout Session

Intelligence & Insights: Using Data to Increase Engagements and Deliver Results

When it comes to data, there is the data you have and the data you wish you had. And then once you have that mountain of data, how do you determine what’s important? In this session, we’ll discuss dashboards and KPIs as well as generating relevant content and offers that ultimately lead to engagement and results. And through it all, the panel will share how to protect your consumers’ privacy so a high level of trust can be maintained.

  • John Boerstler | Chief Veterans Experience Officer | Department of Veterans Affairs
  • Tim Klatt | Director of Retail Strategies | La Macchia Group
  • EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience

  • Kelly Harlin | Sr. Manager, Solutions Commercialization | Sharp NEC Display Solutions of America, Inc.

Sponsored by Sharp NEC Display Solutions of America

| Refreshment Break

| Breakout Session

Everything You Need to Know About Using Third-Party Delivery

Third-party delivery services have disrupted the industry by making products available for delivery not previously available through that channel. Delivery is not without its challenges, whether it’s meeting customer expectations, delivering on the brand promise, delivering in a timely manner, and providing an accurate and seamless ordering experience. Learn how to reach new customers and protect your profits.

  • Prakash Karamchandani | Co-Founder | Balance Pan-Asian Grille
  • Jason Profitt | Director of Technology | Piada Italian Street Food
  • James Walker | Consumer-Packaged Goods & Restaurant Expert

  • Stacey Kane | Restaurant Marketing Consultant

| Breakout Session

AI and Machine Learning: Where Are We Now?

Advancements in artificial intelligence are moving at a rapid pace and we are discovering more use cases all the time. AI can help you personalize your message and increase sales across channels. We’ll talk about where AI is now and where it’s going.

  • Susan Carroll-Boser | VP of Technology | White Castle
  • Jeremy Cauble | Director of Customer Experience | Canteen
  • April Walker | GM, US Microsoft Technology Centers | Microsoft

  • Benjamin Brown | Vice President of Marketing | ConverseNow

Sponsored by ConverseNow

| Lunch & Learn

Your Digital Transformation Journey

  • Kristen Call | Sr. Industry Advisor, Retail, Hospitality, Banking | Intel

Kristen Call
Sr. Industry Advisor, Retail, Hospitality, Banking

| Exhibits

ICX Discovery Zone

The Discovery Zone will be open throughout the Summit for attendees to get hands-on demonstrations of the innovative customer engagement technology developed by Summit sponsors. But to make sure you have enough time to visit all the booths, we’re setting aside this time on the agenda so you can explore the Discovery Zone without missing any sessions.

| Breakout Session

Removing Friction From the Customer Journey

Today’s time-pressed consumer values ease and convenience. If you have a product they want, it’s your job to make the purchase process as smooth and uncomplicated as possible. To do this, one must first map out the customer’s journey and determine how to create the best user experience. Amazon and Uber are two examples of organizations that have removed a lot of friction from the buying process. We’ll learn from those who are implementing this philosophy.

  • Sandi McKibbon | Sr. Director, Retail Strategy & Design | Rogers Communications
  • Dan Morton | VP, Guest Experience | Hilton

  • Luke Wilwerding | Vice President, North America Sales | Elo Touch Solutions

Sponsored by Elo
| Breakout Session

The Struggle is Real: Managing Channels Across In-Person and Digital Touchpoints

Customers may not think in terms of channels but they rely on you to provide a seamless and consistent experience no matter how they choose to engage. With an omnichannel experience being imperative, how do you manage against the various in-person activations vs. online vs. in apps, not to mention working with integrators/3rd party platforms?

  • Jon Asher | Director of Digital Marketing | Nekter Juice Bar
  • Will Duderstadt | Chief Marketing Officer | M/I Homes
  • Amber Gadsby | Sr. Director, Digital Products & Digital Marketing | Popeyes Louisiana Kitchen
  • Nick Hancart | Regional Events Supervisor | Rise Brands

  • Ben Stormer | SVP, Technology | g2o

Sponsored by g2o

| Refreshment Break

| Breakout Session

Placing Your Bets on Current and Future Technology

“Money doesn’t grow on trees,” goes the old saying. With finite resources and so many interesting and promising technologies, how do you know which ones are going to pay off? This session will discuss investment allocation across current and future platforms, giving you a framework and an edge in your strategies and decision making.

  • Chris Artinian | President & CEO | Condado Tacos
  • Steve Lieber | VP Franchise Business Development | BurgerFi
  • Christina Pletnewski | VP of Customer Experience | Safelite Group

  • Sam Gerace | CEO |

Sponsored by
| Breakout Session

Brands That Entertain: If You Build It, They Will Come

One of the biggest challenges organizations face today is driving traffic and attention for the brand. If you can tell a creative and compelling story, in a physical or digital form — or a merger of the two — you will delight and engage your customers. We’ll hear from panelists whose brands built experiences that entertained as well as moved the needle.

  • Rachel Friedman | Founder & CEO | TENFOLD and TENSPACE
  • Stan Friedman | President | FRM Solutions
  • Donna Westmoreland | COO | I.M.P.

  • Mike Kelly | Director of Business Development & Distribution Partnerships | AtmosphereTV

Sponsored by Atmosphere

| Offsite Event

Dinner Party at PINS

After a full day of learning, join us at PINS for some delicious food, high-quality cocktails, crafts beers, duckpin bowling, pinball and many more ‘old school’ entertainment options.

Ready to take your best shot?

| Return to the Hilton

FRIDAY // JUNE 3, 2022

| Breakfast

| General Session

Build It or Buy It? What You Should Consider First

When going down the path to implementing interactive technology, organizations must ask themselves: does it make more sense for us to buy it or build it ourselves? Off-the-shelf software, for example, is generally a one-size-fits-all proposition, with some customization possible. Building your own app, for example, means it can have all the customized features you want, but building it out may be a long and expensive proposition. Some find that the answer may be a hybrid of the two approaches.

  • J Ackley | Vice President, Spark Technologies Development | Dickey’s Barbecue Restaurants, Inc.
  • Kevin Armstrong | Chief Innovation Officer | Base22
  • Richard Bell | Senior Director of Enterprise Applications & Retail Systems | Krispy Kreme

  • Cherryh Cansler | Vice President of Events | Networld Media Group

Sponsored by Base22

| Refreshment Break

| General Session

Growing in the Face of Declining Traffic

It’s a tough fact that traffic is declining among many retail and restaurant locations. So, how do you grow? This session will stimulate your thinking into new ways to attract customers as well as to new opportunities with the ones you already have.

  • David Coulson | Head of Innovation | Tandem Theory
  • Michael Ferriter | President & CEO | National Veterans Memorial and Museum
  • Josh Sarver | Vice President of Experiences & Operations | COSI – Center of Science and Industry
  • Julie Wade | Senior Director of Marketing | Taziki’s Mediterranean Cafe

  • Kathleen Wood | Founder | Kathleen Wood Partners

| Refreshment Break

| Closing Keynote

Removing the Fear Factor: Involving Customers in Your Business Transformation

Words like transformation and innovation aren’t typically used when you’re thinking about a company like Safelite. This session will share how moving from a traditional approach to one that’s more agile drove superior customer engagement, satisfaction, and memorable service. Key takeaways include how to avoid the fear of moving away from traditional organization charts, tips on how to be innovative in meeting customer needs, insight on the best ways to listen and involve your customers.

Keynote Speaker:
  • Christina Pletnewski | VP of Customer Experience | Safelite Group

Keynote Speaker
Christina Pletnewski
VP of Customer Experience
Safelite Group

| Summit adjourns

View 2021 Agenda