WELCOME / OPENING KEYNOTE / TUESDAY / DECEMBER 8, 2020 / 11:10 AM ET
The Future of the Self-Service Industry
EJ Kritz will present future decision-making data from “The Future of Consumer Self-Service” – a research survey produced by ath Power Consulting in conjunction with Networld Media Group’s self-service business sites, Vending Times and Kiosk Marketplace.
The study will reveal what products and technologies brands and suppliers are looking to implement as they navigate the “new normal.” What solutions and strategies can suppliers and brands offer? How will that match what consumers are saying they want?
The answers to these questions will give industry players insight into how they will succeed in gathering and garnering favor with their existing customers, as well as new customers defined by huge paradigm shifts in the customer experience.
EJ Kritz | Director of Training & CX Insights | ath Power Consulting
EJ Kritz is a seasoned keynote speaker, trainer, and strategist with extensive experience working for some of the finest brands in retail, call center, financial services, franchising, and media. As the director of ath Power Consulting’s training practice, EJ supports organizations of all sizes and various industries to deliver world-class training focused on such critical topics as leadership, management, needs-based sales, employee engagement, customer experience, problem resolution, and more. For more than 15 years, EJ has held various senior positions for some of the top companies in the country.
Ed O’Brien | EVP Research & Strategy | ath Power Consulting
Ed O’Brien has extensive experience as an industry analyst, and in various areas of Marketing, Market Research, Strategy, and Operations. This experience includes roles in Banking and Financial Services, Enterprise Software, Consulting, and Manufacturing firms. This background includes Industry Analysis and Strategy, Market and Competitive Intelligence, Product Marketing and Product Management, and Analytics roles. Ed has researched and written over 150 syndicated industry reports, research notes, and other materials, and has been interviewed or quoted by such media and industry outlets as American Banker, Bloomberg BusinessWeek, CNBC, Fortune, The Boston Globe, The Chicago Tribune, The Charlotte Observer, The LA Times, and The New York Times.
Eric Schaffer, PhD | CEO & Founder | Human Factors International
Dr. Eric Schaffer is CEO of Human Factors International, Inc (The UX Engineering agency that design the HDFC application that won ‘Best Mobile Experience’). Eric Has over 40 years of experience in UX design, with special interests in omni-channel strategy, persuasion engineering, cross cultural design, innovation, and the maturity large scale UX practices. He wrote “Institutionalization of UX” (Addison-Wesley).
Will Hernandez | Editor | Mobile Payments Today
Will Hernandez has 14 years of experience ranging from newspapers to wire services and trade publications. Before becoming Editor of Mobile Payments Today, he spent two years as the content manager for PaymentsJournal.com, a leading payments industry news aggregator and information hub published by Mercator Advisory Group. He spent four years covering the payments industry as an associate editor for multiple publications in SourceMedia’s Payments Group based in Chicago including ATM&Debit News, CardLine, PaymentsSource.com, ISO&Agent Weekly and American Banker. Will helped launched SourceMedia’s bi-weekly newsletter, Mobile Banker, and built and cultivated the Payments Group’s first Twitter presence.