Agenda & Speakers

Amy Shioji, Vice President, Customer Experience & Insights, USA TODAY NETWORK

Amy is Vice President of Customer Experience & Insights for the USA TODAY NETWORK.  In her role, Amy leads the NETWORK’s customer strategy for USA TODAY and 109 local media brands nationwide, which includes deepening and retaining customer relationships and loyalty, while growing new digital audience, products, and revenue.   

Amy is responsible for the NETWORK’s Voice of the Customer program, focused on consumer feedback and improvements across all key touch points.  She also oversees the development of key consumer insights, data science, and actionable models designed to grow audience, revenue, and CX at scale across the customer lifecycle.   
 
With a focus on growing audience and new business opportunities, her team develops new membership experiences and revenue streams designed to drive deeper brand affinity, engagement, and retention. 
 
Amy’s passion and acumen in the CX realm have been recognized by the Customer Experience Professionals Association (CXPA), leading to her inclusion in the CXPA’s “Who’s Who” annually since its inception in 2016. 
 
In her spare time, Amy enjoys running, coaching, and training for ultra-marathons – though she considers customer experience her true “endurance” sport. 

Michelle Proctor, Director of Marketing, FedEx Services

In Michelle’s 23 years at FedEx, she’s been the lead in building successful teams responsible for developing market development strategies for many areas within FedEx to include: Catalog, Market Segmentation, Automated Solutions, www.fedex.com and most recently Innovation. As the Director of Innovation, Michelle has been instrumental in the creation of the SenseAware® platform including product development, sales, alliance program, customer experience management, research, branding and software interface. She has been the lead on the co-creation effort and the SenseAware® Customer Councils. Michelle is a people focused leader and is passionate about people development. So much so, that she was selected to lead the FedEx People First initiative aimed at creating programs targeted towards employee development and leadership.

Prior to FedEx, Michelle worked at Smith & Nephew in the International Marketing Department developing their international marketing campaigns and go to market activities. Michelle holds a B.A. and Executive M.B.A. from the University of Memphis. She is the recipient of numerous awards including having the distinction of being a two time winner of FedEx’s most prestigious honor- the Five Star award. She serves on the FedEx Women’s Network and is the Executive Chair of The Conference Board’s Council of Innovation, an Advisor to the 3M Master Innovation Class and serves as an industry thought leader as part of the Mack Institute for Innovation Management's exclusive research network. Michelle is also extremely active in the local Memphis community and provides leadership for initiatives designed to improve the city’s development and prosperity.

Nicolas Capuono, VP of Customer Engagment, Adore Me

Nicolas Capuono is the VP of Customer Engagement at Adore Me – a disruptive e-commerce startup revolutionizing the lingerie industry by creating fast-fashion, affordable, inclusive intimates – you could say we’re the online Zara of lingerie.

Nicolas leads a team of 80 employees across the U.S., Europe and Asia, focusing primarily on Engagement and Customer Relationship. With revenues growing exponentially from $1M in 2012 to over $100M in 2017, Nicolas has led Adore Me to provide a best-in-class online customer experience.

Prior to Adore Me, Nicolas began his career in the strategic consulting industry and then, he spent four years working with outsourced CRM services, guiding major businesses in their strategy for outsourcing customer relationship management. He holds a Masters in Management from HEC Paris.

Lisa Erickson, Sr. Director, CRM, Sleep Number

As the Sr. Director of CRM & Loyalty, Lisa leads the development, execution and management of Sleep Numbers Loyalty program, the InnerCircle, as well as all direct mail and email programs. Lisa is responsible for the overall success and ongoing growth and management of these programs.  She directs the testing of all programs to ensure continued evolution and growth.  She is responsibility for the InnerCircle member engagement and program profitability. Leveraging her deep experience in retail, holding positions in merchandising, finance, strategic and promotional planning and marketing she is able to activate new initiatives quickly and successfully. Lisa is constantly striving to take the InnerCircle program to the next level of engagement. Prior to joining Sleep Number, Lisa held management positions at Best Buy and the Department Store Division of Target Corporation. She is born and bred in Minnesota, living there all her life and earning her Bachelor of Science degree from the University of Minnesota in Retail Merchandising and Business.

Yelena Ovando, Marketing Advisor, FedEx Services