Leigh-Anne Spokane

Senior Director, Customer Experience & Integration
American Cancer Society

Leigh-Anne has worked at the American Cancer Society (ACS), an $850M cancer fighting organization, since 2005. As Senior Director of Customer Experience and Integration, she is focused on creating a customer-centric organization by focusing on the following disciplines -- customer understanding and insight, leadership and accountability, customer care excellence, culture and measurement.

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

Download The Latest Agenda

Your CX Roadmap

Sunday, September 3rd, 2017

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

CX Culture & Engagement

Tuesday, October 3rd, 2017

14:20 Panel: Customer Intelligence—How To Migrate It, Integrate It And Leverage It

Customer experience professionals are not hurting for data. In fact, some would say they are overwhelmed by the sheer amount of customer information flooding in from all touch points. The issue is—how can you best capture customer feedback, get it to the right people within the organization and really do something with it?