Janet Godwin

COO
ACT

Janet Godwin, Chief Operating Officer, is a 24-year veteran of ACT. In her role as COO, Godwin leads the development of ACT's strategic plan and coordinates operational activities to ensure that disciplined practices are in place to execute on and track progress toward organizational goals.

Godwin has held roles in a variety of departments at ACT, including test development, information technology, operations and the CEO's office. She holds a master's degree in English from the University of Iowa, has done graduate work in Instructional Design and Technology and is a graduate of the Advanced Management Program at Wharton School, University of Pennsylvania. Godwin enjoys spending time with her two children and golden retrievers.

Check out the incredible speaker line-up to see who will be joining Janet.

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Your CX Roadmap

Sunday, September 3rd, 2017

10:55 Co-Presentation—Integrating CX And Transformation Initiatives

As organizations turn to transformation initiatives to align process, technology and resources the role of customer experience becomes critical in shaping how a business creates value in dynamic and shifting markets. ACT's Chief Operating Officer is leading the company's transformation initiative which includes a committed focus on the customer and significant collaboration with customer experience. During this session we'll explore how ACT's Customer Experience team is integrating efforts with the Transformation Management Office.
• Learn how ACT is aligning CX, technology, process and enterprise architecture
• Explore organizational changes related to both CX and Transformation teams
• Discuss how cross functional teams better serve customers by working together

15:40 CX Leaders Champagne Roundtables

At NGCX you’re in control! Get involved in our unique, open-mic, peer-to-peer tables for the best conversations you’ll have all year. Talk about your key challenges and hear how other organizations are overcoming them. Rotate once for the chance to join two roundtables!

Topics:

Table 1: Tips and tricks CX can apply from UX methodologies
Moderator: Rob Scruggs, Former Director, Customer Experience, E*TRADE

Table 2. You’re doing it wrong: where customer expectations and your execution diverge
Moderator: Eric Feinberg, VP, Marketing, ForeSee

Table 3: Are customer surveys dead? What’s next?
Moderator: Tony Drummond, VP, Customer Experience, Manheim

Table 4: Cracking the code: proving how and where employee behavior drives loyalty and revenues

Moderator: Brennan Wilkie, SVP, Customer Experience Strategy, InMoment

Table 5: Guiding a customer-centered digital transformation
Moderator: Jill Gutterman, Digital Transformation Leader, 3M

Table 6: The value of mentoring in a self-managed environment

Moderator: Erika Paman-Mercado, Customer Loyalty Operations Supervisor, Zappos Family of Companies

Table 7: The 3 I's of a killer social media plan

Moderator: Nicole Schwartz, VP, Marketing & Social Media, Sprinkles Cupcakes

Table 8: Tips for better managing customer complaints

Moderator: Leigh-Anne Spokane, Senior Director, Customer Experience & Integration, American Cancer Society

Table 9: Integrating CX and transformation initiatives

Moderators: John Corrigan, VP, Customer Experience, ACT & Janet Godwin, COO, ACT

Table 10: Democratizing insights for superior customer experiences

Moderator: Henrietta Akpata, IBM Tealeaf Product Marketing Leader, IBM Commerce, IBM, IBM

Table 11: The 5 Must Haves To Supercharge Your Customer Experience

Moderator: Brad Marg, COO, Clutch

Table 12: Customers Say It, Type It, Click It. Do You Have All Your Listening Posts Covered?

Moderator: Nancy Porte, VP, Global Customer Experience, Verint Systems, Inc.

Table 13: The big potential of small data: How to bridge the gap between NPS and CSAT surveys, actionable insight and customer experience

Moderators: Jenna Dorman, VP, Technology & Communications, VisionCritical

Brian Burke, Director, Seller Experience, eBay, Inc