THIS CONNECT CITY TOURS
Agenda Details
Registration and breakfast
Welcome Address
Eric Johnson, CEO, UserTesting
Keynote: The Loyalty Illusion: Why Good Isn’t Good Enough Anymore
Jamie Anderson, President, UserTesting | Joe Megibow former CEO of Casper and Purple
Details:
Most brands think they have loyal customers. The truth? They have customers who haven’t left—yet. In this keynote, UserTesting President Jamie Anderson is joined by Joe Megibow, former CEO of Casper and Purple, to challenge long-held assumptions about customer loyalty. Together, they’ll explore why traditional, reactive approaches to customer insight are failing—and how leading companies are earning true loyalty by continuously listening to their customers and designing experiences that live up to expectations, not just meet the status quo.
Presentation followed by fireside chat: Insights are the Heart & Soul of Innovation
Guest Speaker: Nikkia Reveillac, keynote speaker and former Global Insights Executive at Netflix, Twitter, and Colgate-Palmolive
Fireside Chat Moderated by Connie Guglielmo, ex editor in chief, CNET, Forbes, Bloomberg, and Wired
Details:
What’s the key to true innovation? While brilliant minds, and great ideas are essential, real breakthroughs happen when you deeply understand your customers’ needs. The joy that comes from creating something that truly makes a difference in people’s lives is unmatched. By keeping these fundamental human truths at the heart of your strategies—whether in product development, design, branding, or marketing—you can make your offerings stand out in an increasingly competitive marketplace.
In this talk, Nikkia Reveillac delves into how you can unlock the power of data and insights to drive innovation. Unlocking consumer insights isn't just for big businesses; it's a journey anyone can embark on with curiosity, empathy, and a willingness to listen.
Connection Break
Mass Personalization at Scale for CX in an Age of AI
Guest Speaker: R “Ray” Wang, Principal Analyst of Constellation Research
Details:
AI powered experiences now provide the foundation for elevated CX. Learn how the end game of AI is better decisions and how leading teams are adapting, designing, and scaling AI. See how CX use cases come to life with AI and learn when and where to insert a human.
Lunch
After you grab a bite, snap into a one-of-a-kind aura photo experience—see your energy visualized in vibrant color and reflect on how emotion, mindset, and human behavior shape the experiences we create and share
Panel Discussion: Delivering on Brand Promises Through Human Insight and Design
Guest panelists:
Raeling Kirk Sr Director, Customer Insights at Collectors | Samantha Warren, Senior Director Design, Adobe | Leanne Waldal Principal, Customer Experience, ADP
Moderated by: Baran Erkel, Chief Strategy Officer, UserTesting
Details:
As organizations scale, staying connected to the customer—and consistently delivering on brand promises—becomes increasingly complex. In this panel discussion, leaders from Adobe, ADP, and Collectors will share how they’re driving smarter decision-making, fueling innovation, and ensuring every product, service, and experience stays true to the brand.
Join this conversation, moderated by UserTesting’s Chief Strategy Officer Baran Erkel, to learn how top enterprises are operationalizing customer centricity through insight-led design and collaboration.
Live Podcast: Fearless by Design: Driving Innovation with Confidence
Design Better Podcast w/ host Elijah Woolery
Guest: Amy Lockey, CXO, ServiceNow
Details:
Innovation moves fast—but failure is costly. In this live recording of the Design Better Podcast, hosts Aarron Walter and Eli Woolery sit down with Amy Lockey, Chief Experience Officer at ServiceNow, to discuss how experience-led organizations are reducing risk, testing early, and accelerating innovation across product, design, and CX. Hear how Amy brings together cross-functional teams to stay ahead of evolving customer expectations—by building with confidence and designing for impact.
Connection Break
Closing Keynote: AI Business Transformation: Innovation Starts with Experience Design
Guest Speaker: Brian Solis, Futurist, Author, Anthropologist
Details:
AI Business Transformation: Innovation Starts with Experience DesignBrian Solis is not only Head of Global Innovation at ServiceNow, he’s also one of the world’s foremost authorities on customer experience innovation. He literally wrote the book on it. In this special session, Brian will explore how AI creates exponential opportunities to drive business transformation and growth through human-centered experience design.
Happy hour and experiential activations
Registration and breakfast
Welcome Address
Baran Erkel, Chief Strategy Officer, UserTesting
Keynote: The Loyalty Illusion: Earning Loyalty When Price No Longer Wins
Johann Wrede, Chief Marketing Officer, UserTesting
Details:
Most brands think they have loyal customers. The truth? They have customers who haven’t left—yet. In this keynote, UserTesting Chief Marketing Officer Johann Wrede will challenge conventional thinking around customer loyalty and expose why traditional, reactive approaches to customer insight are no longer enough. He’ll explore how modern teams are moving beyond lagging indicators to proactively understand their customers—closing the gap between what companies deliver and what customers actually expect. Learn how today’s most forward-thinking brands are designing experiences that don’t just retain customers—but create believers.
Presentation followed by fireside chat: Insights are the Heart & Soul of Innovation
Guest Speaker: Nikkia Reveillac, keynote speaker and former Global Insights Executive at Netflix, Twitter, and Colgate-Palmolive
Fireside chat moderated by Ron Miller, Operating Partner and Editorial Director at boldstart ventures and ex-TechCrunch Enterprise Technology Reporter
Connection Break
AI Business Transformation: Innovation Starts with Experience Design
Guest speaker: Brian Solis, Futurist, Author, Anthropologist
Details:
Brian Solis is not only Head of Global Innovation at ServiceNow, he’s also one of the world’s foremost authorities on customer experience innovation. He literally wrote the book on it. In this special session, Brian will explore how AI creates exponential opportunities to drive business transformation and growth through human-centered experience design.
Lunch
Panel Discussion: Delivering on Brand Promises Through Human Insight and Design
Guest panelists:
Amy Stillman, VP, Design, Cedar Systems | Dan Van Tran, CTO, Collectors | Danny Blatt, Sr. Director CX Research & Behavioral Science, Pfizer
Moderated by: Michelle Engle, Chief Product Officer, UserTesting
Details:
As organizations scale, staying connected to the customer—and consistently delivering on brand promises—becomes increasingly complex. In this panel discussion, leaders from Collectors, Cedar Systems, and Pfizer will share how they’re driving smarter decision-making, fueling innovation, and ensuring every product, service, and experience stays true to the brand.
Join this conversation, moderated by UserTesting’s Chief Product Officer Michelle Engle, to learn how top enterprises are operationalizing customer centricity through insight-led design and collaboration.
Live Podcast: Fearless by Design: Driving Innovation with Confidence
Design Better Podcast w/ hosts Aarron Walter & Eli Woolery
Connection Break
Closing Keynote: Making it to the finish line
Seth Godin, Best-Selling Author, Entrepreneur, & Agent of Change
Details:
In his talk, the bestselling author and entrepreneur explains to the audience that the hardest part of an idea, a startup, a new strategy or a business proposal is the getting started part of the equation. Godin stresses in his creative innovation keynote that coming up with simple ideas is not the hard part, but really embracing them and making sure that they are finished is. The entrepreneur knows how hard it is to share projects or ideas with the world; however, he thinks getting over these doubts—which come out for our 'lizard brain'—is the most important part because that “thrash at the beginning” is normal, we just need to keep going.
Happy hour and experiential activations
Registration and breakfast
Welcome Address
Jamie Anderson, President, UserTesting
Keynote: The Loyalty Illusion: The Loyalty Illusion: Earning Loyalty When Price No Longer Wins
Johann Wrede, Chief Marketing Officer, UserTesting
Details:
Most brands believe they have loyal customers. The reality? Many simply have customers who haven’t left—yet.
Many simply have customers who haven’t left—yet. In this keynote, UserTesting CMO Johann Wrede will challenge long-standing assumptions about what truly drives loyalty in today’s market. He’ll make the case that experience—not just price or product—is now the ultimate differentiator, especially as customers grow more discerning and expect more from every interaction.
Fireside Chat
With Bernard Marr, Futurist and International Best-Selling Author
Connection Break
Main stage presentation speaker
Lunch
Panel Discussion: Delivering on Brand Promises Through Human Insight & Design
Mary MacPherson, Group Director, Chief Customer Office
Remya Ramesh, Design Leader at a Global Tech
Natalie Raine, Head of Marketing & Brand at Newcastle FC
Moderated by: Michelle Engle, Chief Product Officer, UserTesting
Details:
As organisations grow, maintaining a strong connection with the customer—and consistently delivering on brand promises—becomes increasingly complex. In this panel discussion, cross-functional leaders will share how they are enabling more informed decision-making, driving innovation, and ensuring every product, service, and experience remains true to the brand.
Join this conversation, moderated by UserTesting’s Chief Product Officer, Michelle Engle, to discover how leading enterprises are embedding customer centricity into their operations through insight-led design and collaboration.
Live taping of the Braw Tech Podcast
With host Amy Kelley
Connection Break
Closing Keynote: The X factor of Customer Centricity
Nancy Rademaker, International Keynote Speaker & Co-Founder at Drawify and Speakers Club
Happy hour and experiential activations
FAQs
THiS Connect is a dynamic, one-day industry event designed for digital, product, design, marketing, UX research, and CX leaders who are shaping the future of customer experience. You'll gain exclusive insights, network with industry innovators, and explore best practices that are redefining how businesses engage with and understand their customers. Whether you're looking to stay ahead of trends, exchange ideas, or drive innovation, THiS Connect is the place to be.
To ensure attendees receive the maximum value from this curated experience, seats are available by request only. This event is designed for senior leaders in digital, product, design, marketing, UX research, and CX who are passionate about learning from and connecting with the best in the industry.
Please Note: Capacity is limited. To ensure attendees receive the maximum value from this curated experience, seats are available by request only. Our team will review your request and confirm if a spot is available for you.
This event is by invitation only and complimentary for digital, product, design, marketing, UX research, and CX leaders.
Marketing
How AI and innovation are reshaping audience connection and campaign strategy.
Product
Ways to reduce risk and accelerate product development without sacrificing impact.
CX
How leading brands balance automation and human connection at scale.
Design
How design teams are building faster, smarter, and more inclusive experiences.
Digital
Strategies to unify digital touchpoints and lead in an AI-powered world.
UX Research
How insights teams are scaling impact and guiding innovation across the org.
Complete the registration form to request a seat for your city of choice.
Yes! Register separately for each location you’d like to attend.
If you can no longer attend the event, please email us at: events@usertesting.com so we can reallocate your seat.
THiS Connect is designed for in-person experiences. We strongly encourage you to join us live to maximize the benefits from the event.
Yes, all venues are wheelchair accessible. Please email us at events@usertesting.com if we can help you on the day of the event, or if you’d like to discuss in more detail.
There is no specific dress code. Please wear whatever you feel comfortable in.
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UserTesting does not have a dedicated hotel block, but Convene has partnered with select hotels to offer exclusive rates for attendees.
Find accommodations near each venue location or secure room blocks for your guests.
If you have any additional questions, please email us at events@usertesting.com
