Monetize! 2018 – The Biggest Net Promoter Conference…

Title Why Monitize

Monetize! 2018 brings together our customers, Fortune 1000 leaders in the CX industry, and Net Promoter experts. You can expect all the key events from our previous summits—plus so much more:

  • Free access to our gold-standard NPS® certification (a $2500 value)
  • An exclusive, first copy of the 2018 NPS & CX Benchmarks Report, created in conjunction with the experts at MIT
  • Amazing speakers from top Fortune 1000 companies, and a network of attendees including Microsoft, SuperOffice, Black Duck, and more
  • Monetized Net Promoter debuts to prove the ROI of your NPS program
  • And some exciting surprises!

Location Pin

Location, location, location

We’re Taking Over Back Bay

This year’s event is housed in the Lenox Hotel, built in 1900, located in Boston’s historic Back Bay. Here, you’ll discover the cultural epicenter of Back Bay Boston:

  • Stone throw’s away from the historic Boston Public Library
  • Short walk to the swan boats at the Boston Commons and sail boats on the Charles River
  • Hop, skip and a jump to Copley Square, Trinity Church, and the famous Newbury Street shopping scene
  • And so much more…

Boston 1

1:00 pm – 2:00 pm

Welcome to Monetize! 2018

To christen Monetize! 2018, Jørgen Bo Christensen, author of Next-Generation Net Promoter, and Adam Dorrell, CEO of CustomerGauge, will walk through the Measure, Act and Grow methodology of Monetized Net Promoter and how companies can tie growth metrics to their CX and NPS program.

Adam Dorrell, CEO & Co-Founder, CustomerGauge

Jørgen Bo Christensen, VP of Research & Professional Services, CustomerGauge

2:00 pm – 2:45 pm

Jay Woody

Challenging Industry Standards with Net Promoter

Join Dr. Jay Woody from Legacy ER & Urgent Care as he walks through how Net Promoter has transformed the way the industry tackles the challenges of the patient experience.

Jay Woody, Chief Medical Officer & Founder, Legacy ER & Urgent Care

2:45 pm – 3:30 pm

Krystal Fredericksen

Maintaining NPS Program Momentum

Krystle Fredericksen of Alaska Communications walks through how her company manages to maintain momentum and buy-in within their NPS program.

Krystle Fredericksen, Manager, Marketing Research & Analytics, Alaska Communications

3:30 pm – 4:15 pm

Customer Check-In/Coffee Break

4:15 pm – 5:00 pm


SuperOffice, Achieving Organizational Buy-in

SuperOffice, one of Europe’s leading suppliers of CRM solutions to the business-to-business market, implemented their Net Promoter program to predict customer behavior, reduce customer churn and engage promoters. Hans Chr. Grønsleth walks through how SuperOffice did just that through organizational buy-in and managing the feedback of over 20,000 contacts.

Hans Chr. Grønsleth, Director of Digital Customer Experience, SuperOffice

5:00 pm – 5:30 pm


Building a Business Case

Whether you’re looking to train your staff in creating a superior VoC program or want to get stakeholder buy-in for your NPS roll-out, everyone’s got to start somewhere. Our VP of Professional Services will walk through some of the key topics you can use to build a Net Promoter business case for your organization, including loyalty economics, NPS framework, customer journey mapping, closing the loop and more.

Jørgen Bo Christensen, VP Research & Professional Services, CustomerGauge

5:30 pm – 6:15 pm

Program Success Panel / Ask Me Anything

Ask the Experts! Join Krystle Fredricksen, Jay Woody, Hans Chr. Grønsleth, and Jørgen Bo Christensen, in an open panel discussion about how they’ve tackled the challenges and complexities of delivering a superior customer experience.

6:15 pm – 6:30 pm


Closing Remarks

COO, Camilla Scholten, caps off the day with a look ahead for Day 2 of Monetize! 2018.

Camilla Scholten, COO & Co-Founder, CustomerGauge

6:30 pm – 8:00pm

220X220 Sq 1435107079330 1 Lenox Wedding 3

Dinner @ The Dome

Join us in capping off the day with a buffet-style dinner at the Dome Room.

9:00 am – 9:15 am

Cam Final

Opening Remarks

Camilla welcomes the day 2 main event speakers, including top Fortune 1000 leaders and experts in the fields of SaaS, CX and digital transformation.

Camilla Scholten, COO & Co-Founder, CustomerGauge

9:15 am – 10:00 am

Lou  Shipley 600X400

Why Net Promoter is the Metric of Choice for CEOs

CEO Lou Shipley of Black Duck, an industry-leading solution for maximizing value while minimizing risk from open source software, walks through why he dropped a solution like Gainsight and relies on metrics like Net Promoter to gauge customer satisfaction and brand success.

Lou Shipley, CEO, Black Duck

10:00 am – 10:30 am

Jorgenlp 2

2018 NPS Benchmarks Revealed

Get first access to NPS and industry highlights from our 2018 NPS Benchmarks Report, done in collaboration with MIT CISR.

Jørgen Bo Christensen, VP Research & Professional Services, CustomerGauge

11:00 pm – 11:30 pm

Stephanie Woerner

CX and the Drivers of Digital Transformation

What role does CX play in digital transformation, and vice versa? How is technology changing the customer journey? As part of our NPS & CX Benchmarks Survey, we teamed up with MIT CISR (Center for Information Systems Research). Stephanie Woerner of MIT CISR will share her and her team’s findings from the survey through the lens of digital transformation and organizational efficiency.

Stephanie Woerner, Research Scientist, MIT CISR

1:00 pm – 2:00 pm

Maxie Schmidt Subramanian Pr

The ROI Framework for CX

Maxie will share Forrester’s framework for how to calculate the ROI of an enterprise-wide CX transformation. Set your business case up for success by using the ROI model to achieve deep C-level commitment.

Maxie Schmidt, Principal Analyst, Forrester

2:15 pm – 3:15 pm

Speakers Laura Brooks 1

Using Referrals to Monetize Your NPS Program

The author of “Answering the Ultimate Question” highlights how top-performing companies build successful programs to monetize Net Promoter and produce a substantial ROI.

Laura Brooks, PhD, Principal, Laura Brooks CX Consultancy

3:15 pm – 3:45 pm


How to Monetize Your NPS Program Through SaaS

Once you’ve measured and closed the loop with Net Promoter, it’s time to start thinking about how to monetize your program. Learn what role software plays in correlating Net Promoter data to referral programs, identifying at-risk revenue and opportunities for growth, and more.

Trishaala Chengappa, Director of Product Development, CustomerGauge

3:45 pm – 4:30 pm

“Ask Me Anything” Panel

We’ve assembled a star-studded panel to answer all your deep, burning questions about NPS, CX and monetization.

4:30 pm – 5:00 pm

Adam Dorrell

The Future of Monetized Net Promoter

Join CEO of CustomerGauge, Adam Dorrell, as he outlines the future of Monetized Net Promoter and where he sees the market going in the next 5 years.

Adam Dorrell, CEO & Co-Founder, CustomerGauge

5:30 pm – 8:30 pm


Drinks & Apps @ Solas

Join us in celebrating the end of Monetize! 2018 at Solas, a beautiful, contemporary Irish pub located at our main event location, The Lenox Hotel.

Title Book Now

Day 2 Only


Complimentary snacks and lunch

Access keynote and spotlight sessions

Networking event and drinks

Planned city events

Book Your Spot →

Day 1 and 2


Includes discounted two nights at The Lenox Hotel (a $750 value!)

Complimentary meals and dining options

Onsite product training New feature access

Access to industry leaders and keynote events

Evening networking & drinks

Book Your Spot →

Day 1 & 2 Only


Complimentary meals and dining options

Onsite product training New feature access

Access to industry leaders

Access to keynote events

Book Your Spot →

Frequently Asked Questions

Once you’ve registered for the event, you will receive an email with a link to book your hotel room for May 10-11th. Any additional nights outside of the two nights offered as part of your VIP ticket will incur added charges. If you have any questions regarding hotel booking, please contact Kelly Darling at

The Boston Logan International Airport is the closest airport to The Lenox Hotel, about 2 1/2 miles, and approximately 15-45 minutes.

The following are other airports and transportation methods:
– From Manchester, NH’s Regional Airport: 50 miles, 60 minutes.
– From Providence, RI’s T.F. Green International Airport: 58 miles, 70 minutes.
– Back Bay Amtrak & Commuter Rail Train Station, 1 block from hotel.
– Copley “T” Station – Green Line, 1/2 block from hotel.

The hotel provides valet parking at a cost of $49 overnight, which includes unlimited in-and-out privileges. The nearest self-park garage is just a few buildings up Exeter Street at the Prudential Center.

…Back Bay? Located in the heart of Back Bay.
…Copley Square? One block.
…Hynes Convention Center? Three blocks.
…Faneuil Hall Marketplace? Approximately 2.5 miles.
…Fenway Park? Approximately 6 blocks from the hotel.
…Museum of Fine Arts? Approximately 7 blocks from the hotel.
More information on sights and attractions near the hotel can be found here.

We want to make your stay as comfortable as possible. If you have any special dietary restrictions, please reach out directly to

Yes! All Monetize! 2018 attendees will receive access to CustomerGauge’s new basic Net Promoter certification course (a $2500 value).

Every attendee of the Monetize! 2018 event will receive a free copy of the 2018 Benchmarks Report. This report is part of a collaborative survey conducted by CustomerGauge, MIT CISR and The report includes:

  • Cross-industry insights on the state of customer experience and Net Promoter

  • Benchmarks on NPS, retention rates, closed-loop data best practices, growth metrics, and more

  • In-depth industry analyses for 15 different industries

  • Company spotlights on industry leaders including Microsoft, Vodafone, Colliers, Micro Focus and Affirm

  • And much more!

We are constantly adding speakers to our Monetize! 2018 lineup. For updated information on speakers, please refer to the website and our email updates. If you’d like additional information, please contact

Don’t Miss Out. Register Now →


Leave a Reply

Your email address will not be published. Required fields are marked *