CX Spotlight 2021

What is CX Spotlight?

One of today's most significant challenges is to provide an outstanding customer experience across the whole customer lifecycle.

At the CX Spotlight, leaders from marketing, sales and customer service will provide answers to how you can remove friction from your customer experience and better market, sell and service your audience.

Five unique events worldwide put remarkable women leaders in the spotlight. From South America to Europe and Asia, let's celebrate our #CXSwomen!

CX Spotlight is an official partner of the International Women's Day 2021.

In partnership with:

No barriers - it's a free virtual live event. Join us from anywhere in the world.

WATCH ON-DEMAND

THIS YEAR'S #CXSWOMEN

YAMINI RANGAN

Chief Customer Officer
GHAZAL ASIF

Head of channel sales
IRINA NICOLETA SCARLAT

Global Head of Growth
JENNIFER SHAW-SWEET

EMEA LEAD, B2B Institute
RIDHIMA THUKRAL

Global Brand Marketing Director
EIMEAR MARRINAN

Director of Culture
DEBBIE FORSTER

CHIEF EXECUTIVE OFFICER
DIANE YOUNG

CEO
LYNN LESTER

Managing Director, Events
ADRIENNE EVERETT

Director
HELEN MATTHEWS

Chief People Officer

AGENDA

This session will look at the progress made in terms of inclusion and what is needed to move it forward. Debbie will discuss ways in which organisations are putting inclusion, equity and belonging at the heart of their work and why this isn’t just the “right” thing to do but a smart strategic move.

Debbie Forster (1)

DEBBIE FORSTER

CEO, Founder | Tech Talent Charter

Debbie Forster is an award-winning leader and a recognised figure in the areas of diversity, tech, innovation and education and was named by Computer Weekly as the Most Influential Woman in UK IT for 2019. She is a portfolio consultant and is co-founder and CEO for the Tech Talent Charter, an industry collective which aims to deliver greater inclusion and diversity in the UK tech workforce. As part of her wider portfolio, Debbie works as an executive coach, and a consultant specialising in supporting start-ups, scale ups, SMEs and social enterprises.

Diversity, Equity and inclusion have become hot topics to drive business performance through better employee experience. But what impact can Diversity have on CX, and why? In this thought-provoking presentation, we will explore why diversity is just as important to CX as it is to employee experience.

Ghazal Asif (1)

GHAZAL ASIF

Head of Channel Sales EMEA | Google

Ghazal Asif is an award-winning executive and currently the Head of Channel Sales, EMEA at Google. Ghazal has a prolific track record of building world-class channel GTM teams, from strategy to program to execution. Ghazal is also a champion for Diversity, building and launching several high-impact Diversity initiatives in her career.

Ridhima Thukral

Ridhima Thukral

Global Brand Marketing Director | Unilever

Ridhima is a marketing leader with over 13 years of experience in building consumer brands in Personal Care and Food categories across Unilever, GSK Consumer Healthcare and Aditya Birla group. She has a unique experience in creating and growing brands across South Asia, Middle East, South East Asia, North America and Europe—by strengthening brand equity, identifying brand purpose and developing new self-sustaining, digital first business models— made successful through deep consumer understanding.

In partnership with GWI and 34,000 surveyed B2B professionals, we talk you through the major shifts affecting B2B leaders, buyers and decision-makers today. What's new? How and why are we seeing differences in behaviour and motivation? This is an essential session for leaders, future leaders and anyone who wants to do business with them.

Jennifer (Sweet) Shaw-Sweet

Jennifer Shaw-Sweet

EMEA Lead | B2B Institute at LinkedIn

After 20 years in top 10 network agencies, Jenny jumped over to LinkedIn to join the ground-breaking B2B institute, a thinktank at LinkedIn. Her research interests lie in business, marketing, branding, the power of creativity and on the side, law, human rights and anthropology.

In fast-paced environments, we often see companies jumping from product-driven growth straight into marketing-driven growth. Unfortunately this means that they forget the customer in the process. Revolut has grown at an unbeatable pace within the industry by being able to build from scratch a trusted and engaged community that has ultimately become the driving force behind our hypergrowth. Putting the customer in the center of the growth strategy has been key to the company's success.

Irina Nicoleta Scarlat (1)

Irina Nicoleta Scarlat

Global Head of Growth | Revolut

Irina Scarlat is an experienced people & projects leader and relentless in her goal of driving sustainable growth for tech companies. She is currently leading Revolut’s global growth & marketing teams worldwide. Prior to joining Revolut, she led the marketing efforts of Uber in Romania, shaping the local strategy and working on strategic regional projects & initiatives goring the market from 20k to 1.2M users.

Latest research by GreatBusinessSchools.com shows that 83% of us now work remotely and that over 79% of young professionals believe that it is unnecessary to go into the office. However the same research evidences that nothing is more important that in person interactions for connecting with and converting prospects.

Over 72% of people attending networking events are influenced by simple gestures such as looks and handshakes, so how can we engage and stimulate their senses remotely in order to drive the human connectivity that is so important for business?

Virtual & Hybrid events have clearly seen exponential growth during the last 12 months but the customer experience for B2B events is still questionable at best. This session will look at best practice delivery of remote and hybrid events with a focus on creating more immersive, engaging experiences.

Lynn Lester

LYNN LESTER

Managing Director, Events | The Drum

The world changed in 2020. We are entering a digital-first era of customer experience. In the age of the empowered buyer, your growth is dependent on customer delight. And there's an art and a science to creating delight. In this talk, Yamini Rangan will share insights on the state of customer experience in 2021 and how your business can adapt.

Yamini Rangan (1)

Yamini Rangan

Chief Customer Officer | HubSpot

Yamini is a strategic and results-oriented technology professional with 24+ years of experience across sales, marketing, operations, and strategy. She is a leader and team player with highly developed interpersonal, communication skills and has been recognised as one of the Most Influential Women in Business by San Francisco Business Times. She is a frequent speaker at SaaS / customer-centric conferences and a guest lecturer at Berkeley. Yamini is passionate about customer-centric growth and scaling high-performance teams.

The year 2020 was fraught with examples of blatant structural inequities and systemic racism. Individuals and organisations alike have been forced to contemplate and reflect on those injustices that have been so clearly illuminated. If there has ever been a time to take a stand, the time is now. But, are organisations really committed to the cause?

Join this panel discussion and hear from top leaders in the space about what companies should be doing to create a more diverse, equitable and inclusive workforce as we strive for a more balanced and fairer society.

Diane Young

Diane Young

CEO, The Drum

Eimear Marrinan

Eimear Marrinan

Eimear Marrinan
Director of Culture, HubSpot

Adrienne Everett

Adrienne Everett

Director, LinkedIn & Head of DI&B, OK Mentor

Helen Matthews

Helen Matthews

Chief People Officer, Ogilvy UK

All sessions will be broadcasted live with a 5 min Q&A in the end.

WATCH ON-DEMAND

OFFICIAL INTERNATIONAL WOMEN'S DAY SUPPORTER

We've teamed up with the International Women's Day (IWD) community. Together, we can all help create a more inclusive (business) world and help organizations grow better.

Will you join us and #ChooseToChallenge?

WHY YOU SHOULD ATTEND

Learn from the experts

Hear insights from best-in-class leaders who are experts in delivering remarkable customer experiences.

Network with other attendees

CX Spotlight is in English, Spanish, French, German or Japanese. Over 800 digital experts have already joined the CXS Slack Workspace. Register now to get access.

Join live and ask your questions

Ask your questions and vote which questions will be answered live by the speakers.

#CXSWOMEN 2021: A GLOBAL MOVEMENT

FIVE CONFERENCES, FIVE LANGUAGES

CX Spotlight will take place in English, Spanish, French, German and Japanese, each with individual speakers and agendas at different times.

CXS IN GERMAN

Möchten Sie sich von Expertinnen aus dem deutschsprachigen Raum inspirieren lassen? Nehmen Sie am CX Spotlight am 2. März 2021 teil!

Mehr erfahren

CXS IN FRENCH

Vous préférez apprendre de nos expertes en français ? Rejoignez la conférence virtuelle CX Spotlight dédiée à l’expérience client le 3 mars 2021 ci-dessous! À venir.

CXS IN SPANISH

¿Prefieres aprender con nuestros expertos en experiencia del cliente en español? Únete a la sesión de CX Spotlight en español el 3 de marzo de 2021 a continuación.

Acceder

CXS IN JAPANISE

日本のキーパーソンから「顧客体験」に関するヒントを得ませんか？日本語でのCX Spotlight開催は2021年4月15日を予定しています。

詳細はこちらから

PRESS

Would you like to support our mission dedicated to advancing women in business by featuring the CX Spotlight?

Please contact us at press@cxspotlight.com

What is CX Spotlight?

In partnership with:

THIS YEAR'S #CXSWOMEN

YAMINI RANGAN

GHAZAL ASIF

IRINA NICOLETA SCARLAT

JENNIFER SHAW-SWEET

RIDHIMA THUKRAL

EIMEAR MARRINAN

DEBBIE FORSTER

DIANE YOUNG

LYNN LESTER

ADRIENNE EVERETT

HELEN MATTHEWS

AGENDA

1:00 - 1:05 PM OPENING

1:05 - 1:25 PM TOUGH CONVERSATIONS FOR MEANINGFUL SOLUTIONS – HOW WE CAN TAKE INCLUSION TO THE NEXT LEVEL ⎢Debbie Forster, Tech Talent Charter

1:25 - 1:50 PM DRIVING DELIGHTFUL CX THROUGH DIVERSITY ⎢Ghazal Asif, Google

1:50 - 2:15 PM ROLE OF BRAND POWER IN CONSUMER EXPERIENCE ⎢Ridhima Thukral, Unilever

2:15 - 2:40 PM BETAS - THE RISE OF THE NEW B2B DECISION-MAKER ⎢Jennifer Shaw-Sweet, LinkedIn

2:40 - 2:50 PM BREAK

2:50 - 3:15 PM HYPERGROWTH DEBUNKED: CUSTOMER DRIVEN GROWTH ⎢Irina Nicoleta Scarlat, Revolut

3:15 - 3:40 PM RE-IMAGINING B2B EVENT EXPERIENCES IN A DISTRIBUTED WORLD ⎢Lynn Lester, The Drum

3:40 - 4:05 PM CENTERING CUSTOMER EXPERIENCE IN A DIGITAL-FIRST WORLD | Yamini Rangan, HubSpot

4:05 - 4:45 PM PANEL: CREATING A MORE DIVERSE, EQUITABLE, AND INCLUSIVE WORKFORCE IN 2021 AND BEYOND

WATCH ON-DEMAND

OFFICIAL INTERNATIONAL WOMEN'S DAY SUPPORTER

WHY YOU SHOULD ATTEND

Learn from the experts

Network with other attendees

Join live and ask your questions

#CXSWOMEN 2021: A GLOBAL MOVEMENT

FIVE CONFERENCES, FIVE LANGUAGES

CX Spotlight will take place in English, Spanish, French, German and Japanese, each with individual speakers and agendas at different times.

CXS IN GERMAN

CXS IN FRENCH

CXS IN SPANISH

CXS IN JAPANISE

PRESS