We are currently actively booking our breakout speakers for the Symposium. Check back for updates as we continue to finalize our program. 

All breakout sessions will take place the afternoon of Thursday, April 2.  You will be able to attend two breakout sessions, and each breakout session will run twice.


Presentation title and description coming soon
Emily Adams, President
Fresh Revenues

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Emily Adams is the president of Fresh Revenues, a culture-building organization dedicated to helping clients create extraordinary experiences for their customers by developing their most important asset ~ their people. Emily, a certified hotel administrator with over 25 years of hospitality experience, is responsible for developing and maintaining relationships with hospitality organizations.

Emily’s in-depth knowledge of the hospitality and travel industry mixed with her extensive understanding of Fresh Revenues’ ability to positively impact employee performance makes her an engaging and informative presenter. Her programs provide actionable information attendees can start putting into practice as soon as they leave the event.

“Digital Journeys”
John Carroll, Managing Director, Executive Vice President
Service Council™

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John Carroll is the Founder and CEO of the Service Council™. He has authored hundreds of case studies, articles and benchmark reports and has delivered speeches around the world on topics ranging from field service and labor strategies to emerging technologies such as Artificial Intelligence, Augmented Reality, IoT and more.

“On Purpose and Other Meaningful Matters”
Nancy J. Gray, W. P. Carey School of Business
W. P. Carey School of Business
Arizona State University

The pursuit of purpose. Is this critical to your organization’s success? Or, as some have found, dangerously contentious and even damaging to your firm’s reputation? Think Pepsi’s Kendall Jenner miscue and the heated debate around Gillette’s “the best men can be.” And what, really, is brand purpose? Is it making the world a better place, or should this be left to governments and NGOs? In this workshop we’ll work to untangle these questions in the light of academic research and service industry exemplars. We’ll then explore ways to build meaningful relationships with customers who purchase on purpose.

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Nancy J. Gray teaches in the Department of Marketing, W. P. Carey School of Business and the founder and is principal of GrayMatter Creative. Nancy received her PhD in Design, Environment, and the Arts from the Herberger Institute, Arizona State University. Nancy received her Master of Science in Design Degree (Industrial Design) from Arizona State University and Bachelor of Arts Degree from Valparaiso University.

Nancy’s professional background in marketing communications, branding, and design complement her teaching and research initiatives. Working for large organizations before establishing her own firm gives Nancy a perspective of what is necessary to succeed in both established and entrepreneurial environments. Her client base includes firms in the pharmaceutical, biotechnology, and information technology sectors as well as consumer product and service brands.

Nancy’s research includes mixed-method investigations of the phenomenon of people who are disequilibrating the command economy through their creative and co-creative actions. This effort is warranted considering the potential for creating-customers to contribute to new product innovation, firm profitability, and to simply making the world a better and more interesting place. Other research includes customer-centric investigations into how brand “elements” combine to form (and maintain) the bond between a brand and its stakeholders.

As an educator, Nancy works to shift from a lecture-centered environment to a learning-centered environment that fosters experimentation and the development of a student’s creative potential. Adopting this methodology means moving from being simply a knowledge provider to someone who establishes first-hand opportunities for students to develop marketing strategies for “live” initiatives with national and international brands.

“Have you met H.E.N.R.Y? Engaging Gen Z is key to the future of financial services.”
Julie Smith, Principal, Point B
with Jim Kearney, Principal, Point B

Entrepreneurial, resilient, driven, and interconnected, this generation of digital natives is HENRY – High Earning (potential) Not Rich Yet.

70 million strong and influencing close to $200 Billion in annual spending, Gen Z has found its voice in activism and purchasing power, and are just starting to make an impact in the financial services marketplace. Gen Z is poised to amass strong wealth and be one of the primary beneficiaries of the ~$68 Trillion in assets that will transfer from baby boomers to their heirs over the next two decades. With most studies showing at least 80% will look for a new financial advisor and institution than their parents existing provider, Gen Z holds the key to the future of financial services.

This fast paced, interactive session will help you understand Gen Z – who they are and how they behave – and how the industry needs to adapt and innovate to meet Gen Z’s evolving needs and expectations.

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Julie Smith

Julie brings a 21st century perspective to her work as a consultant and speaker. Her extensive background in developing intuitive and effective customer experiences has brought extensive recognition for her success in helping her clients create engaged and loyal customers. Her research on how different generations influence the marketplace and buyer decisions has provided special insight to clients on what they have to change to attract and retain loyal customers and how their executives and associates need to adapt to make it happen.

She has spoken to various groups at both public and private events including American Marketing Association (Puget Sound), Marketing Communications Executives International (Seattle), many company conferences and off-sites including at Fortune 100 and 500 companies and leading non-profits, and numerous Point B events (Chicago, Seattle, Portland, Denver, Los Angeles, Orange County). Julie has been quoted as an expert by Refinery 29, Racked, and the Seattle Times, and has published articles in Retail Touch Points, Retail Customer Experience, and Strategic HR Review.

Prior to Point B, Julie led teams to develop and deliver consumer products and technology services at GE, IBM, Infospace, SuperMedia (DEX), and AVVO. Julie received her BA in Mathematical Economics from University of Michigan and her MBA from the MIT Sloan School of Management.

Jim Kearney

Jim is a Principal in Point B’s Financial Services Practice. He has more than 27 years of industry experience implementing major strategic business solutions at multiple organizations. He has proven success translating strategic objectives into actionable plans, aligning business and technology, driving organizational change, and implementing efficiency improvements.

In his current role, Jim helps lead Point B’s Financial Services industry practice through strategic planning, client delivery, and business development. In addition, he’s considered one of the firm’s thought leaders in fintech and emerging technologies. His perspectives on robo-advice, blockchain, banks without branches, the generational wealth transfer and M&A have been published in numerous industry publications and he has spoken at numerous industry conference including the 2020 Consumer Electronics Show.

Jim holds a Masters of Business Administration degree from Northwestern’s Kellogg School of Management and a Bachelor’s degree from the University of Iowa.