In 2019, the new battleground for businesses will be to compete and differentiate on Customer Experience. Improving your competitiveness will be determined by less about what you sell but how you make your customers feel. The CX Academy by Adoreboard, in association with Queen’s University, will explore this with Zappos a world leader in Customer Experience.

Alex Genov, Head of Customer Research at Zappos will share how Zappos have achieved this and how you can do the same. Currently Alex is leading Customer Research for the Zappos Family of Companies and has over 15 years of relevant experience with both startups and Fortune 500 companies. Alex has a PhD in Experimental Social Psychology. His areas of research include: defining and measuring emotions, individual differences, usability, and consumer segmentation.