Omnichannel Conference 2019 Speakers

Abi Reynolds
User Vision
Speaker and Workshop Host

Abi Reynolds has been involved in research and user experience for over 10 years. She is currently a Principal Consultant at User Vision and enjoys working with clients from across industry to help them better understand the behaviour and needs of their customers and translate that into good design.

Prior to joining User Vision Abi was UX Research Manager at Paddy Power, Dublin and was involved in the development of a range of gaming and entertainment products for desktop, tablet and mobile devices. Abi has a background in learning and teaching and is a popular trainer on the agency’s training courses.

Omnichannel Conference 2019 session(s)

[Workshop] 01-30 13:30Beyond the screen: User-centred psychology and new ideas in experience design

Ellen Altenburg
Developer Community concepts and innovation programmes

Getting inspiration with the right people: that’s how you get results. It’s also the road Ellen usually takes. In her career Ellen has always been connecting issues with people, connecting management with the work floor. Creatives with clients. And as a client she has always looked for and found the right talents. This is true in all of her roles: as a communication manager for the Design Academy, director of two cultural festivals and publisher/author/photographer of her own books (five).

Within ContentKings she develops community concepts and innovation programmes: connecting the enthusiasm of early adopters with the common sense of the early majority. At the base of this lies the real problem of the customer, the user, the employee. ‘Jobs to be done’,

ContentKings has been working successfully along with its principles, for more than 20 years. In my opinion digital confidence is the key to true digital transformation.

Omnichannel Conference 2019 session(s)

[Workshop] 01-30 09:00Customer loyalty in the Digital Age

[Presentation] 01-31 17:10Customer loyalty in the Digital Age: Customer loyalty in the Digital Age - Examples and Lessons Learned

Rhyne Armstrong
Cisco Systems, Inc.
Documentation Manager

Rhyne Armstrong has been a producer, strategist, and manager in the content world for the last 25 years, and hopes to some day figure out what he wants to do when he grows up. He is a Documentation Manager at Cisco Systems, Inc. in the Security Business Unit, and is an Associate Fellow of the Society for Technical Communication.

Rhyne lives in Atlanta, and works hard to juggle his day job with his other roles: haunted house designer, stage manager, and soccer/ballet dad.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 15:00Building a bridge between the customer and engineering

Mike Atherton
Content strategist

For over 20 years, Mike Atherton has been connecting people to content. A specialist in structuring information, he has chunked, pushed, presented and linked compelling content for the BBC, Huddle, and, in a different age, Playboy TV. Now a content strategist for Facebook in London, he collaborates with product specialists to build experiences from the terminology up.

He recently co-authored the book Designing Connected Content.When Facebook speaks to you, that's Mike and his fellow content strategists writing the script. He's also the author of Designing Connected Content, a gentle guide to modelling structure.

Omnichannel Conference 2019 session(s)

[Keynote] 02-01 09:30Designing connected content

Rahel Anne Bailie
Chief Knowledge Officer

Content strategy geek. Works with brands to manage content as business assets. Supporter of standards, schemas, and semantic content. Member of OASIS (LW-DITA SC). CKO at Scroll, organiser of the Content, Seriously meetup, Fellow of the Society for Technical Communication.

Lecturer in the Content Strategy Master's Program at FH-Joanneum. Working on a book about scalable content.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 14:00It’s never the content. It’s always the content: Managing omnichannel project risk

Jan Benedictus

Jan Benedictus has been working in structured content since 1996.

As founder of service company “Liones” and web-based XML editor "FontoXML", Jan and his team develop and implement structured authoring solutions for many different organizations.

As varied as FontoXML users are, the objective is always the same: engaging 'normal people' to structured content authoring.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 17:20Structured content authoring demystified: An approach for all

Lucas Betés
Omnichannel Lead, EMEAR

Lucas Betés leads the Omnichannel marketing team in EMEAR for Cisco. The focus of this team is to champion the customer and users experience by shaping, influencing and creating the most engaging experiences possible across Cisco’s channels.

Having been at Cisco for five years and before this working in both start-ups and large corporations across various B2B and B2C industries, his goal is to ensure experiences and journeys are always designed putting the user/customer first.

Lucas will co-present with Jennifer Hooks who is also speaking at OmnichannelX.

Feel free to get in touch @lbetes.


Omnichannel Conference 2019 session(s)

[Presentation] 01-31 11:40B2B omnichannel: A look at Cisco’s marketing evolution

Ed Breault
VP, Head of Marketing

Ed Breault leads a team of marketing strategists and thought leaders who partner with top enterprise brands to navigate complexity, disruption, transformation, and change to the modern marketing organization.

During his career, Ed has significantly contributed to the marketing operations business discipline, consulting for more than 100 marketing organizations around the globe and addressing marketing challenges within all industry verticals.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 16:20Evolve your content strategy with a customer-centric operating model

Andrew Davies

Andrew is the co-founder and CMO of Idio, the leading Demand Orchestration platform that enables clients such as Intel, AllianceBernstein and Fitch group deliver 1:1 relevance at scale. He is responsible for the marketing and demand generation functions at Idio.

He previously co-founded a digital agency that built high-scale social media analytics systems, and worked for Deloitte Consulting in their TMT division. He sits on the board of the social enterprise, Ninety, and loves outdoor fun with his young family.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 14:50Content Intelligence – the foundation for Enterprise B2B Marketing

Nikita Efimov
Senior Product Manager

Nikita Efimov is a Senior Product Manager at UXPressia, a UX coach at training center ITMINE, and an inspiring leader of the UXSPb – community of UX designers, user researchers, and information architects in Saint-Petersburg.

Nikita has over 12 years of experience in Software Development area, including positions as a Head of UX and Senior Product Manager. He has a strong experience in UX, user research and product management.

He is an experienced speaker and organizer of several conferences in Russia, including World Usability Day, World Information Architecture Day, ProfsoUX, and SECR.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 17:20Omnichannel Customer Journey Map and your product metrics

Marie Girard

Marie Girard is a CX / UX / content strategist, teacher, speaker, and coach currently leading the strategy for digital client experience of IBM Decision Automation software in Paris. She facilitates design thinking activities across silos, runs content audits, and always keeps the focus on user experience.

Marie also teaches technical communication at Paris Diderot University, and keeps investigating how everything interrelates through the practice of yoga.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 13:50Keep cool and embrace omnichannel transformation

[Workshop] 01-30 13:30Driving omnichannel transformation

Rob Hanna
Precision Content

Rob Hanna co-founded Precision Content in 2013 to change the way writers approach structured authoring. Having spent more than decades helping organizations move to component content management he realized that organizations need to take a step beyond technology and expert consultants.

Without fostering the necessary standards and skills to work in this new media, organizations would continue to stall in their attempt to move to structured authoring. With this knowledge, he developed the Precision Content® methods, tools, and training. Today, Rob and his team of experts help Precision Content clients make the move to structured authoring as seamless as possible.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 16:10Mastering microcontent: Omnichannel requires content optimised for user intent

Joe Hilger
Enterprise Knowledge

Joe has over 20 years experience leading and implementing cutting edge, enterprise scale IT projects. He has worked with an array of commercial and public sector clients in a wide range of industries including financial services, healthcare, publishing, hotel and lodging, telecommunications, professional services, federal government, non-profit, and higher education.

Joe uses Agile development techniques to help his customers bridge the gap between business needs and technical implementation. He has a long track record of leading high performance professional teams to deliver enterprise level solutions that provide real value.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 15:00Harnessing true enterprise knowledge

Jennifer Hooks
Omnichannel Digital Marketing Strategist

Jenny leads the US Digital Marketing team whose mission is to engage Cisco’s diverse range of customers with data-driven, personalized, omnichannel experiences. In her 11 years at Cisco, she has led multiple teams through the continuous evolution of marketing as both a function and an organisation.

Jenny is passionate about enabling teams to think and work in new ways that capitalize on marketing technology capabilities, with her “North Star” being to always do what’s right for the customer.

Jennifer will give her presentation with Lucas Betés.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 11:40B2B omnichannel: A look at Cisco’s marketing evolution

Jessica Cameron
Lead User Researcher

Jessica Cameron is a native New Yorker living in Edinburgh, where she is Lead User Researcher at Mudano. She has a PhD in experimental social psychology from Stanford University, and extensive experience using qualitative and quantitative research techniques to study people’s attitudes and behaviours.

Jessica has taught undergraduate and graduate level courses at Stanford and the University of California at Berkeley, and she has been involved in developing and delivering training courses in areas including user-centred psychology, UX benchmarking, and accessibility.

She has worked with clients in a variety of fields, including financial services, public sector, travel, and e-commerce. Jessica has also come to terms with the pizza in Scotland, but she has given up on ever having a decent bagel again.

Omnichannel Conference 2019 session(s)

[Workshop] 01-30 13:30Beyond the screen: User-centred psychology and new ideas in experience design

Cecil Lee
Eli Lilly
Global Customer Info Knowledge Management

Eli Lilly and Company is a global pharmaceutical company headquartered in Indianapolis, Indiana, with offices in 18 countries. It is one of the world's top 20 pharmaceutical company by revenue (2017) and its products are sold in approximately 125 countries.

Cecil Lee is the Global Customer Information Knowledge Management Advisor at Eli Lilly and Company. He graduated from University of Toronto and received his B.Sc. Pharmacy, R.Ph. degree. He practised clinically and joined Lilly Medical Information to manage a team of information developers in the Diabetes business unit.

Cecil Lee's recent work has focused on driving innovation by developing and implementing an adaptive content strategy across business units, channels and geographies for the Global Medical Information organisation.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 14:00Creating adaptive medical responses to health care professionals questions

Marli Mesibov
VP, Content Strategy

Marli Mesibov is the VP of Content Strategy at the digital UX agency Mad*Pow. Her work spans strategy and experiences across industries, with a particular interest in healthcare, finance, and education. She is a frequent conference speaker, a former editor of the UX publication UX Booth, and was voted one of MindTouch’s Top 25 Content Strategist Influencers in 2016.

Marli can also be found on Twitter, where she shares thoughts on UX Design, content strategy, and Muppets. You can learn more about her and her work at

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 13:50Increase trust and engagement with omnichannel strategies

[Workshop] 01-30 09:00Journey Mapping Across Channels

Michael Priestley
Enterprise Content Technology Strategist

Michael Priestley is a product owner and content technology strategist, currently leading the IBM Marketing Taxonomy Guild to revise and align taxonomy initiatives across the marketing ecosystem. He has experience working with and across documentation, support, training, and marketing content as an enterprise content technology strategist.

He was one of the original architects and editors of the DITA standard, was named an OASIS Distinguished Contributor in 2017, and is currently co-chairing the Lightweight DITA subcommittee.


Omnichannel Conference 2019 session(s)

[Presentation] 02-01 10:50Updating content types for marketing and omnichannel: an IBM case study in agile content strategy

Ashira Prossack
Prossack Consulting
Millennial & Gen Z Engagement Expert

Ashira Prossack is a Millennial & Gen Z expert working to break down generational stereotypes and bridge the gap between generations. She helps companies understand, engage, attract, and retain Millennial and Gen Z talent, and coaches the next generation of leaders to develop business and management skills and advance their careers.

A Millennial herself, Ashira offers companies an inside perspective into what shapes Millennial and Gen Z behavior and actions. She draws on her own experience from both sides of business and offers insights from a manager and employee perspective. Clients call her a Generational Translator for her ability to help them connect across all generations.

Ashira’s background includes 13 years in Management and HR at companies in America, plus 2 years abroad in Europe. Prior to her work as a consultant, Ashira spent 5 years in Retail Management & HR with a focus on Talent Development and Employee Engagement.

Omnichannel Conference 2019 session(s)

[Presentation] Move over millennials, Gen Z is Here!

Rob Punselie
Managing consultant

From his first job onwards, in 1993 as publisher and editor-in-chief of ASML manuals, Rob Punselie realized that the only matter that counts in marketing and business is getting the customer’s job done. Rob worked on these goals in all his positions: as a freelance copywriter, chairman of the Dutch technical writers society, author of several books and later on university teacher at Leiden University and UX researcher/consultant at his company ContentKings for major public and private organizations in the Netherlands.

As managing consultant at ContentKings he has been responsible for more than 350 digital projects in the last twenty years.

Omnichannel Conference 2019 session(s)

[Workshop] 01-30 09:00Customer loyalty in the Digital Age

[Presentation] 01-31 17:10Customer loyalty in the Digital Age: Customer loyalty in the Digital Age - Examples and Lessons Learned

Francis Rowland
Senior UX Architect

Francis leads Sigma's office in Cambridge, UK, and is involved in a whole range of activities in design projects there, from research, to ideation, to design strategy and evaluation. He collaborates with colleagues on a projects that cover a range of sectors but he particularly enjoys working on design challenges in healthcare and science.

He has spoken in the UK and abroad on a range of topics related to design, including sketching, data visualisation, sabotage, idea generation, and participatory design.

His kids think that all he does at work is play with Lego, drink espressos, draw things, and generally have fun.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 17:10Support and respect: Designing omnichannel experiences together

Ryan Skinner
Senior analyst serving B2C marketing professionals

Based in London, Ryan primarily contributes to Forrester's offerings for B2C marketing professionals. He analyzes how marketers should pivot from campaign- and channel-focused strategies to content- and customer-focused ones. In this context, Ryan leads Forrester’s research on content marketing, content strategy, customer engagement, and content intelligence for marketers.

This work has naturally led to other areas of focus, such as agile marketing, customer experience, native advertising, and brand narratives. In workshops, speeches, and consulting assignments, Ryan has advised large consumer brands in the US and Europe on their efforts to engage with customers across channels. Further, he advises marketing leaders on a variety of technology and service provider decisions that relate to content and customer engagement.

Ryan is the thought leader for Forrester’s cross-disciplinary team researching content-related topics, and he takes part in a similar group researching personalization initiatives.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 10:50Omnichannel content in the wilds of the enterprise

Alberta Soranzo
Lloyds Banking Group
E2E Service Design and Systems Thinking Director

A firm believer that there’s always another way to look at a challenge, Alberta has been hacking things to make them work better for humans since she was a child. An incorrigible nomad, she’s lived and worked in Italy and California and is now based in London, UK.

As End-to-End (E2E) Service Design and Systems Thinking Director at Lloyds Banking Group, she leads a team of service designers and systems thinkers that focus on the creation and delivery of future-friendly services and customer outcomes that are rooted in systemic understanding and deliver value. She is driven by the opportunity to make a real impact on outcomes for both people and the organisation, by looking after the big picture as well as paying attention to the very small things that, she says, ‘matter a lot’.

Unafraid of challenging conventions, Alberta puts people at the heart of her design process and contends that you should always under promise and then over deliver. In her natural habitat, she’s asking questions to customers and colleagues, sitting on the floor surrounded by bits of paper and post-its or standing in front of a whiteboard with a handful of markers.

Prior to Lloyds, Alberta was experience design director at digital agencies in London and at UCLA in California. She has a long track record of leading strategic projects for global brands, including Oracle, Sun Microsystems, Center for Disease Control and Prevention, UCLA, HSBC, Deutsche Bank, RBS, BUPA, The Co-operative Group, EDF, Nuffield Health and T.Rowe Price.

When she’s looking to escape the world of design, Alberta plays ice hockey, lifts weights and tries to keep up with the crazy life of her teenage daughters.

You can follow Alberta's adventures on Twitter @albertatrebla or connect with her on LinkedIn.

Omnichannel Conference 2019 session(s)

[Workshop] Transforming the service experience

Noz Urbina
Urbina Consulting
Principal & Content Strategist

Noz Urbina is a globally recognised leader in the field of content strategy and customer experience. He’s well known as a pioneer in customer journey mapping and adaptive content modelling for delivering personalised, contextually relevant content experiences in an omnichannel environment. He is also co-author of the book “Content Strategy: Connecting the dots between business, brand, and benefits” and lecturer in the Masters Programme in content strategy at the University of Applied Sciences, Graz.

Noz's company, Urbina Consulting, works with the world’s largest organisations and most complex content challenges. He has assisted dozens of multinational organisations with developing or improving their content strategies, managing tool selections, pilot projects, delivering training, and guiding implementations. Clients have been in the manufacturing, mechanical engineering, medical devices, semiconductors, and enterprise software industries, among others. Noz is co-founder and Programme Director of OmnichannelX.

Omnichannel Conference 2019 session(s)

[Workshop] 01-30 13:30Adaptive content modelling for omnichannel delivery

[Keynote] 01-31 09:00Opening address: Welcome!

[Keynote] 02-01 09:00Opening address: Welcome back!

Arjen van den Akker
Director of Product Marketing

Arjen van den Akker has a background of 25+ years in computer engineering and marketing and has worked at a series of international B2B software vendors, helping them turn technology jargon into clear propositions that relate to business outcome.

He joined SDL in 2012 and works as Director of Product Marketing for SDL’s digital experience and content management products.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 14:50Solving the global content challenge

Yuri Vedenin
Founder & CEO

Founder and CEO of UXPressia, founder and UX coach at training center ITMINE. Yuri is on a mission to help organizations and teams to become more human-centric.

He has co-founded and actively contributes to the three professional communities in Belarus: for UX specialists, Product Managers and Business Analysts. Yuri conducts workshops and speaks at different conferences related to UX, CX and Product Development all over the world: EuroIA (Dublin), UX Salon (Tel Aviv), World Information Day (Berlin), Product Development Days (Krakow), UXistanbul (Istanbul), ProfsoUX (Saint-Petersburg), etc.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 17:20Omnichannel Customer Journey Map and your product metrics

Erwin Veth
Product Owner Digital Content (Customer Journey Expert)

Erwin is an expert in digital content and customer journeys. He has been working in the financial services industry for more than 10 years.

For the last 3 years, he's taken a big part in ING NL's massive transformation into decentralized content management, omnichannel content delivery, and setting up efficient and effective content delivery across multiple markets, using ING's well known Agile Way of Work.

Omnichannel Conference 2019 session(s)

[Presentation] 01-31 16:10Omnichannel content at ING

Bouke Vlierhuis
Content Marketing Consultant

Bouke Vlierhuis studied aerospace engineering but worked as a software developer, a business consultant, a performing poet, a literary reviewer, a web developer, a freelance copywriter and an online marketing educator.

In content marketing, he finally found a way to combine his creativity, his tech skills, and his passion for sharing knowledge in a single job. At the moment, Bouke is an associate content marketer at Reputations Corporate Communications.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 16:20Omnichannel storytelling from the trenches: How to keep your story straight and not lose your mind

Zach Wahl
Enterprise Knowledge

Zach Wahl is the founder and President of Enterprise Knowledge. Enterprise Knowledge is focused on the delivery of innovative knowledge management solutions with a focus on taxonomy, governance, and strategic road mapping. He is an expert and frequent speaker on the topics of Taxonomy Design, Knowledge Management, and Information Governance.

Zach focuses on the strategy, design, and implementation of knowledge and information management systems. In addition, He has designed his own series of workshops on the topics of Information Management System Best Practices, Taxonomy Design, and Governance. Mr. Wahl has managed the deployment of over 70 information management systems in both the public and private sectors.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 15:00Harnessing true enterprise knowledge

Tim Walters
The Content Advisory
Principal Strategist and Privacy Lead

Dr. Tim Walters is a principal strategist and the privacy lead at The Content Advisory, as well as a contributing analyst for the Content Marketing Institute and TechGDPR. In his writing, advising, and public speaking, Tim aims to help both enterprises and solution providers come to terms with customer experience management (CXM) – while also respecting the privacy and personal data of consumers.

His publications include "The GDPR Launches a New Era For Customer Experience Management," "Content Marketing In the Digital Driver's Seat," and "Deliver Peak Experiences With Interactive Content.”

Prior to DCG, Tim was a Senior Analyst and Advisor at Forrester Research, and director of international marketing and strategy for FatWire Software. Earlier, he was a professor at the University of Rochester and New York University.

Omnichannel Conference 2019 session(s)

[Presentation] 02-01 13:15The GDPR meets omnichannel: Trainwreck or golden opportunity?

Lisa  Welchman
Global thought leader
Management consultant in digital governance

Lisa Welchman is an internationally-recognized author, speaker, and management consultant, who is a leading pioneer and thought leader in the field of digital governance. Lisa began her career in digital in Silicon Valley in 1995, coding Web pages for Netscape. She was Program Manager for Web Publishing at Cisco Systems until 1999, when she established WelchmanPierpoint, a consultancy that focused on large website management. At WelchmanPierpoint, Lisa and her team conducted web operations management and governance projects and developed the first structured methodology for assessing digital governance maturity.  Lisa’s book, Managing Chaos: Digital Governance by Design, was published by Rosenfeld Media in February of 2015.

Currently, Lisa consultants with clients and conducts workshops and master classes that focus on improving communications and work conditions of digital workers in large enterprises.  Lisa’s current research focus centers around defining and emplacing the ethical guardrails that are essential in a globally-networked world. Lisa speaks internationally on issues related to digital governance, the rise of the information age, and the role of the information worker.

Omnichannel Conference 2019 session(s)

[Keynote] 01-31 09:30Governance frameworks for omnichannel

Jonathan Whiteside
Strategy Director

With over twenty years’ experience in digital, Jonathan Whiteside is an expert in helping global organisations become more efficient and effective by using digital technologies. In 2007, he co-founded technical build agency Building Blocks, which was acquired by Dept in 2016. Dept is an international agency with over 1300 employees across thirteen markets in Europe and North America.

Jonathan is now Strategy Director at Dept, and focuses on helping organisations to accelerate their digital potential by combining data, creativity and technology.

SDL has asked their strategic partner DEPT to present this year a great session called 'Solving the global content challenge.'


Omnichannel Conference 2019 session(s)

[Presentation] 01-31 14:50Solving the global content challenge