May 10-11, 2018


About The Event

Monetize! 2018  brings together our customers, Fortune 1000 leaders in the CX industry, and Net Promoter® experts. Unlike past years, we're calling an open invitation to the public.

You can expect all the key events from our previous summits—and so much more. See all the highlights from last year's event in Amsterdam. 




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 We're Taking Over Back Bay
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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...

 Download the Full Agenda


The Gallery

The Speakers

Adam Dorrell
CEO & Co-Founder, CustomerGauge

Head of CustomerGauge, with more than 25 years marketing and sales, including senior roles at Dell, HP, Sony, and Philips heading CX efforts.

Camilla Scholten
COO & Co-Founder, CustomerGauge

As COO of CustomerGauge, with deep involvement in the coordination of Customer Success, Camilla is well-versed in delivering on CG's own customer experience.

Lou Shipley
CEO, Black Duck Software

CEO at Black Duck since 2013, Lou has driven the company’s transformation into a leader in open source security and management solutions. 

Jørgen Bo Christensen
VP of Research & Professional Services, CustomerGauge

As Head of Professional Services, Jørgen is passionate about customer-centric growth and in particular how you turn Net Promoter and other CX metrics into higher revenue.  

Trishaala Chengappa
Director of Product Development, CustomerGauge

Trish has over 10 years of experience in product management, customer operations management and corporate communication.

Stephanie Woerner
Research Scientist, MIT CISR

Stephanie is a Research Scientist at the MIT CISR. She studies how companies manage organizational change caused by the digital economy.


11:00 am - 1:00 pm

Registration & Snacks



1:00 pm - 1:05 pm

Welcome to Monetize! 2018

Co-Founders Adam Dorrell and Camilla Scholten welcome this years attendants to Monetize! 2018, the largest Net Promoter conference of its kind. 

Adam DorrellCEO & Co-Founder, CustomerGauge
Camilla ScholtenCOO & Co-Founder, CustomerGauge


1:05 pm - 1:45 pm

Net Promoter Evolved

To christen Monetize! 2018, Jørgen Bo Christensen, author of Next-Generation Net Promoter, 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. 

Jørgen Bo Christensen, VP Research & Professional Services, CustomerGauge

1:45 pm - 3:00 pm

Customer Spotlights: How Top Companies Harness NPS

3:00 pm - 3:45 pm

Customer Check-In/Coffee Break



3:45 pm

Introducing the CustomerGauge Community

The CustomerGauge Community puts thought leadership in the hands of customers. Community Manager Cvetilena Gocheva and COO Camilla Scholten discuss how peer-to-peer insights are impacting CG and the larger Net Promoter community. 

Cvetilena GochevaCommunity & Growth Hacking Manager, CustomerGauge
Camilla ScholtenCOO & Co-Founder, CustomerGauge


4:00 pm

Next-Generation Monetize Features

We're expanding our Monetized NPS feature set. Gain first access to the new and emerging features coming out of CG that will change how you think about CX growth. 

Trishaala Chengappa, Director of Product Development, CustomerGauge
CG Product Team


4:15 pm

Power Users Unite

A first hand look at how CG power users set up their system to monetize. 

Andrew TodtenkopfCustomer Success Manager, CustomerGauge


4:30 pm

Product Roadmap Preview

Join us as we discuss what’s coming up for the rest of 2018 and beyond in the CustomerGauge platform. 

Adam Dorrell, CEO & Co-Founder, CustomerGauge


4:45 pm

Ask Me Anything/Focus Panel

Gain valuable insights and provide feedback to the CG team.

Trishaala Chengappa, Director of Product Development, CustomerGauge


5:00 pm - 5:30 pm

NPS Professional Services & Certifications

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 training topics he uses in his certification and workshops, including: 

  • Loyalty economics
  • The NPS framework
  • Customer journey mapping
  • Closing the loop 
  • And more...

Jørgen Bo Christensen, VP Research & Professional Services, CustomerGauge

5:30 pm - 6:15 pm

Customer Panel

In an open panel discussion, CG customers will talk about how they've tackled the challenges and complexities of delivering a superior customer experience.



6:15 pm

Closing Remarks

CEO Adam Dorrell and VP of Sales Tracy Linne cap off the day with a look ahead for Day 2 of Monetize! 2018. 

Adam Dorrell, CEO & Co-Founder, CustomerGauge
Tracy Linne, VP Global Sales, CustomerGauge

8:00 am - 9:00am

Breakfast & Registration




9:00 am - 9:15 am

Opening Remarks

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

Adam DorrellCEO & Co-Founder, CustomerGauge
Camilla ScholtenCOO & Co-Founder, CustomerGauge



9:15 am - 9:45 am

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 ShipleyCEO of Black Duck


9:45 am - 10:30 am

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

10:30 am - 11:00 am

Coffee Break

11:00 am - 11:45 am

How to Growth Hack Your Net Promoter Program

Keynote Speaker #2

11:45 am - 1:00 pm

Lunch & Networking

1:00 pm - 1:30 pm

Journey to Monetization

1:30 pm - 2:30 pm

Main Speaker Event

2:30 pm - 3:00 pm

Coffee Break


3:00 pm - 3:30 pm

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


3:30 pm - 4:00 pm

How to Monetize Your NPS 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


4:30 pm - 5:00 pm

Rolling out a Successful Net Promoter System 

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. GrønslethDirector of Digital Customer Experience, SuperOffice

4:30 pm - 5:30 pm

"Ask Me Anything" Panel

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



5:30 pm 

Closing Remarks

Adam Dorrell, CEO & Co-Founder, CustomerGauge
Camilla Scholten, COO & Co-Founder, CustomerGauge

6:00 pm - 8:00 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.

Early Early Bird Pricing

Day 2 Only

$ 400

  • Workshops and breakout sessions

  • Complimentary snacks and lunch 

  • Access keynote and spotlight sessions

  • Networking event and drinks 

  • Planned city events


Day 1 & 2

$ 600

  • Complimentary meals and dining options

  • Onsite product training 

  • New feature access

  • Access to industry leaders and keynote events 

  • Personalized workshops and breakout sessions


Past Attendees


Start Your Retention Revolution in the Heart of Boston

Get Your Tickets Now


The Lenox Hotel
Address: 61 Exeter Street at Boylston, Boston, Massachusetts 02116
Phone: 617.536.5300