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The Net Promoter® Conference of the Year

Set in the backdrop of Boston’s Back Bay, this two-day conference brings together Net Promoter® and CX experts and a network of similarly minded industry leaders looking to turn their customer experience programs into revenue-generating assets.

Why Monetize? Speakers Location

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:

2018 Highlight Reel

Learn from NPS leaders, About the Event Speakers
Speakers Laura Brooks 1

Laura Brooks, PhD

Principal, Laura Brooks CX Consultancy

Author of "Answering the Ultimate Question" and co-inventor of the Net Promoter Score®.

Maxie Schmidt Subramanian Pr

Maxie Schmidt, PhD

Principle Analyst, Forrester

Maxie is a leading researcher on customer experience measurements and customer feedback programs at Forrester.


Lou Shipley

CEO, Black Duck Software

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

Stephanie Woerner

Stephanie Woerner

Research Scientist, MIT CISR

Stephanie is a Research Scientist at MIT CISR. She specializes in helping companies manage digital transformation.


Hans Chr. Grønsleth

Director of Digital Customer Experience, SuperOffice

Hans is head of the NPS program at SuperOffice and embeds the voice of the customer into the business.

Jay Woody

Jay Woody, MD

Chief Medical Officer & Founder, Legacy ER

Dr. Jay Woody is the founder of Legacy ER & Urgent Care, and is a well-known and widely-published authority in the field of emergency medicine.

Krystal Fredericksen

Krystle Fredericksen

Manager of Market Research & Analytics, Alaska Communications

Krystle helps run the Net Promoter program and market research at Alaska Communications.

Adam Dorrell

Adam Dorrell

CEO and 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.

Cam Final

Camilla Scholten

COO and 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.

Jorgenlp 2

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

Global VP of Product, CustomerGauge

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

Placeholder Female1

More Speakers Coming Soon!

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...
Day 1 Day 2
May 09, 2018+
11:00 am - 1:00 pm


1:00 pm - 2:00 pm
Adam Dorrell Jorgenlp 2

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.

May 10, 2018+
8:00 am - 9:00am

Breakfast & Registration

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

10:30 am - 11:00 am

Coffee Break

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

11:30 am - 1:00 pm

Lunch & Networking

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

2:00 pm - 2:15 pm

Coffee Break

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

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Day 1 & 2 Only


Complimentary meals and dining options

Onsite product training New feature access

Access to industry leaders

Access to keynote events

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Join Our Waitlist!

Notable Attendees

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Frequently Asked Questions

The event takes place May 10-11th at The Lenox Hotel (61 Exeter Street, Boston, MA), located directly next to the Boston Public Library.

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.

Yes! If you need an invoice of your ticket purchase, please directly contact

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 →
Lenox Logo

The Lenox Hotel

Address: 61 Exeter Street at Boylston,
Boston, Massachusetts 02116

617.536.5300 Map it on Google