Navigating the Customer Experience

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Saira Taneja is Chief Experience Officer at Cover Whale, a leading commercial trucking insurance provider and fast-growing insurtech.  

Taneja brings over a decade of experience in the health insurance sector across various functional areas where she held multiple leadership roles. Her passion for innovative market offerings led her to Cover Whale. Leveraging her expertise in scaling businesses, while also achieving customer-centricity has been instrumental in the company's success. She currently oversees the Growth, Marketing and Customer Success organisations. 

She holds a BA in International Business from Bentley University, and an MBA from Bentley's McCallum Graduate School of Business.

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Zack Wenthe is the Customer Data Platform Evangelists for Treasure Data. He often speaks about the marketing and customer data industry at industry events, webinars, and virtual conferences. Having spent a majority of his career in marketing and marketing consulting working with large enterprise brands like Walmart, Nationwide Insurance, FedEx, and many more, Zack now gets to tell the CDP story to help marketing teams eliminate the friction caused by silos, inefficiencies, and lack of understanding of their true customers. 

Zack lives with his amazing wife and two kids on the bluffs of the Mississippi River and has one more who is away at college. Outside of work, Zack enjoys cooking, spending time with his kids, writing comedy, and maybe someday a screenplay.

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Richie Jones has experienced both client side and agency life across multiple sectors. Having spent the majority of his career to date being just in front of the curve, he is now in the sweet spot having found his niche. Launching vvast has allowed Richie to blend his agency experience and brand expertise to deliver an innovative, low-capital entry to market for brands but crucially plugging them into a relentless R&D roadmap to accelerate revenue. He is passionate about the concept of creative destruction and feels genuinely privileged to have seen the inception and gradual impact of the internet on society and brands. 

Ritchie builds teams with a shared love of brand, a stoke for surfing, mountain biking and music, and drive to deliver epic work. Having embarked on B Corp journey in 2021, Richie has discovered how aligned it is with his purpose for vvast, it is so much more than environmental impact, it's about considering our contribution to the wider community, and understanding the way we do business through an ethical lens.

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 Jim Oliver founded Create Tailwind in 1988 in Denver, Colorado. Originally, a full-service financial planning firm, Jim and his team weathered two major corrections on Wall Street and pivoted Create Tailwind’s focus to building wealth beyond Wall Street. Teaching clients to create wealth without Wall Street brokers and financial planners took off, to most people becoming their own banker was something they couldn't envision.

Most people park their money in qualified plans or with a broker and hope that the money grows. Jim reminds his clients that hope is not a strategy. He teaches his clients that becoming their own banker means they accumulate money, and they deploy it to make it even more money, this is the mind shift.

Under Jim's leadership Create Tailwind exploded to become a multilocation nationally recognized firm helping 1000s of individuals and businesses around the United States. 

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Lisa loves a good puzzle. After witnessing the confusion that ensued after new technology systems were integrated into offices in the 90s, she didn't panic, she saw an opportunity to establish effective processes that support employees and businesses grappling with evolving technology. Then a pattern emerged: internal teams kept failing to communicate with one another in the wake of change. To respond, Lisa founded Lcubed Consulting. As CEO of Lcubed, Lisa helps companies align people, processes, and technology to utilize agility as a strategic advantage and acknowledge change in a business constant.

Her secret sauce to success is leveraging key elements of Project Management, Process Performance Management, Internal Controls and Organisational Change Management to build teams with the skills and capabilities to drive strategic results.

Lisa is the #1 best-selling author of

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Scott Baradell is a writer and entrepreneur who grew his PR agency Idea Grove, with business generated by its popular blog. Idea Grove is one of the top 25 tech PR agencies in the United States, a three-time Inc. 5000 company, and an inc. Best Workplaces in 2021 and 2022. 

In 2020, Scott started a second blog, Trust Signals, to provide news, analysis, and practical advice on what it takes to build trust with customers and the public in today's post-truth world. The blog inspired and culminates in this book.  

Before Idea Grove, Scott was the chief communications officer for two Billion Dollar companies. He's the co-founder and CMO of a venture-backed start-up and an award-winning journalist. He lives in Dallas, Texas with his wife Maria, and children, Juliet, Benjamin, Jack, Christopher and Maggie.

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Romaine Piper is the Founder and CEO of Call Center Escape - an “Upwork” built for BPO companies. Known for his cross-dimensional approach to company growth, he has helped some of the fastest growing start-ups across Silicon Valley, the U.K, and Europe to identify and hone their top growth levers - adding millions to their bottom line. 

No one would’ve guessed his 6-year remote work journey in customer success, sales and growth hacking started in the Jamaican BPO industry as a customer support agent for Microsoft - which is why he's back to his roots to make BPO companies that are scaling remotely 1.5 to two times more profitable with an industry-first solution.

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Brad Hawkins has been with ServicePower:Field Service Software since 2004, where he currently serves as Senior Vice President of products and solutions, overseeing operations, development and product management. He's a long-time veteran in the world of field service technology and Brad brings more than 20 years of experience in workforce management software. 

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• Could you share a little bit about their journey, how is it that you got to where you are today. And just in your own words, why you're doing what you're doing and how you got there.<

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Robert Jordan is the CEO of InterimExecs, which matches top executives with companies around the world. Based on research with thousands of leaders and companies, he and co-founder Olivia Wagner wrote Right Leader, Right Time: Discover Your Leadership Style for a Winning Career and Company, and they've launched the FABS Leadership Assessment, a free assessment at RightLeader.com

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Matt Swain is Head of Communications Insights & Experience at Broadridge. He is a recognized Customer Communications industry thought leader and the host of the Reimagining Communications podcast. From delivering keynotes around the world to defining best practices, hundreds of well-known companies have relied on Matt's expertise and research for their current and future omni-channel communication initiatives.

As Head of Communications Insights & Experience at Broadridge, Matt brings invaluable market research and consulting expertise to clients relative to benchmarking, customer experience optimization, and digital transformation.

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