Who Should Attend? Why Should You Attend?

The MSPA Americas CXE³ Conference is intended for provider companies and vendors who provide goods and/or services to provider companies. If you are looking for education, networking and fun with key decision makers in the industry, then CXE³ is the conference for you!

Registration Fees

The conference registration fee includes the cost of attendance at all general and concurrent sessions, networking and social functions on Wednesday night. The Thursday evening social function is at an additional cost.
Provider, Candidate and Academic Members
First Attendee - $850
Additional Attendee(s) - $650
Save $200 on additional attendees!
Provider, Candidate and Academic Non-Members
First Attendee - $950
Additional Attendee(s) - $850
Save $100 on additional attendees!
Associate and Client Members
First Attendee - $950
Additional Attendee(s) - $750
Save $200 on additional attendees!
Associate and Client Non-Members
First Attendee - $1,050
Additional Attendee(s) - $950
Save $100 on additional attendees!

Registration Payment

Registration forms must be received no later than 5:00 pm ET on October 5, 2018. After that time all registrations must be made onsite. No registration will be processed without proper payment. After your registration has been processed, you will receive an automatic confirmation email.

Cancellation Policy

Cancellations submitted in writing to MSPA Americas by September 30, 2018, will be refunded, less a $75 processing fee. There will be no refunds for cancellations received after this date. “No shows” will be charged at the full conference rate. All refunds will be processed after the completion of the conference.


3:00 pm - 7:00 pm Registration
8:00 pm - 11:00 pm Metro at the 9Get the Party Started: Opening Night Welcome Dinner Party

Sponsored by:
 Prism Intelligence
8:30 am - 4:00 pm Registration
8:00 am - 9:00 am Breakfast
9:00 am - 10:00 am Opening General Session - CXE³ Conference Launch & State of the Association
Taking Care of Business: Is Your Business Running You or are You Running Your Business

Presented by Ron Kaminski, Culture Shoc

Jump start your 2018 conference hearing Ron speak about vision and how to be 100% aligned, create a culture of disciplined execution and a reminder on how a healthy culture begins with the leaders.
10:00 am - 11:00 pm General Session - Don't You Want Me Baby: The Next Great Emerging Technology Trends
Presented by our Platform Providers
11:00 am - 11:30 am Networking Break
11:30 am - 12:30 pm General Session - Leaving on a Jet Plane: Planning Tomorrow's Business Exit Strategy Today
12:30 am - 2:00 pm I Fought the Law: Legislative Lunch
Presented by Russ Hollrah, Hollrah LLC
2:00 pm - 2:40 pm Concurrent Sessions
  Working 9 to 5: How to Be a Great Boss
Presented by Ron Kaminski, Culture Shoc

Lead, Manage and Create space for Accountability like a Boss!
  Money, Money, Money: New Deductions for Independent Contractors
Presented by Patrick Hollrah, CertifiedSE
  Sense of Purpose: How to really Start to make some Money
Presenter to be named

We are working in an ever more complex sales world and one where buyers are ever more risk-averse. Procurement times are increasingly protracted. Learn how to become savvier at selling an intangible like mystery shopping as we uncover ways to funnel through pain points and objections that might be raised when selling your organization’s services. 
2:40 pm - 3:40 pm Afternoon Rolling Break
2:45 pm - 3:25 pm Concurrent Sessions
  More Than Words: Using Data to Strengthen Your Business
Presented by Liz Boone and Barb Clemens, Corporate Dining

Attend this session to understand the discipline of benchmarking including key features and benefits on benchmarking regular, how to operationalize the data and information results to improve bottom line performance (understanding the continuous improvement process) and a group project interaction included.
  Money, Money, Money: New Deductions for Independent Contractors
Presented by Patrick Hollrah, CertifiedSE
  Smooth Criminal: Protecting Yourself and Shoppers From the Latest Scams
Presenter to be named
3:25 pm - 6:00 pm Vendor Meetings/Open Networking/Free Time
8:30 am - 2:30 pm Registration
8:30 am - 9:30 am Breakfast
9:30 am - 10:30 am General Session - What's the Name of the Game: Understanding GDPR and What it Means to You
Presented by Erik Brooks, Shopmetrics, Inc.
10:30 am - 10:45 am Networking Break
10:45 am - 11:45 pm General Session  - This is How We Do It: Evolving CX Strategies to Meet Changing Times
Presented by Meera Rosser, Jacobs Entertainment
11:45 am - 1:30 pm The Final Countdown: MSPA Americas Annual Meeting  & Awards Luncheon
Liz Boone

Liz Boone

Corporate Dining, Inc.
Liz Boone brings 20 years of healthcare foodservice to Corporate Dining, Inc.  She spent the last 11 years as the Executive Director of Nutrition Services at Aultman Health Foundation in Canton, Ohio; where she was responsible for an 804-bed acute care inner-city hospital.  Prior to this, Liz was the Director of Nutrition Services for University Hospitals Bedford Medical Center and spent a number of years as a food service manager in long-term care facilities. Liz received a Bachelor of Science Degree in Dietetics/Nutrition from Ohio University and MBA Health Care Administration from Regis University.  Liz has received the Presidential Special Service Award for Benchmarking from The Association of Healthcare Foodservice (AHF); where she was the Benchmarking Chairman for more than three years and a speaker on benchmarking at the annual conferences.

Barb Clemens

Barb Clemens

Corporate Dining, Inc.
Barbara Clemens has been with the company since 1998. With a strong IT, legal and now dining background, Barbara has the expertise and national recognition in developing benchmarking data exchanges for both corporate and campus dining markets. As a Business Intelligence Project Manager, Barbara develops technology tools to transform raw data into useful and meaningful information. She is developing a variety of interactive dashboards to provide clients with an organized and quick way to view their data. Barbara is also responsible for the FoodWrite program and has conducted a variety of surveys to assist leadership in gathering key data regarding their dining services. Barbara has directed annual trade association benchmarking, original research projects, conducts RFPs, and has worked on customer satisfaction, leadership, and benchmarking surveys and programs with companies such as Microsoft, Morgan Stanley, Association of Health Care Foodservice, Protective Life, Florida Blue, Blue Cross Blue Shield North Carolina, Halliburton, Wachovia, Sprint and Google.
Patrick Hollrah

Patrick Hollrah

Patrick Hollrah is the product manager for, a resource that helps self-employed entrepreneurs demonstrate their self-employment to clients. In addition to his role at, Patrick is an attorney, at the law firm Hollrah LLC, with a practice devoted to matters affecting companies that do business with independent contractors, and is the General Counsel to the Coalition to Promote Independent Entrepreneurs, an organization dedicated to supporting independent-contractor status. Patrick earned a J.D., Cum Laude, and a B.S. in accounting, Magna Cum Laude, from the University of Maryland.  
Russ Hollrah

Russ Hollrah

Hollrah LLC
Russ Hollrah is an attorney with a national practice dedicated to employee-benefits, employment taxes and the application of those laws to independent professionals and contract workers. His clients include both the companies for which independent professionals work, as well as the companies that engage and refer or assign them to other companies. His practice, Hollrah LLC, has been MSPA Americas' legal and legislative counsel, focusing on issues relating to independent contractors, private investigator issues, and other industry-specific concerns, since 2005.
Ron Kaminski

Ron Kaminski

Culture Shoc
For 15 years Ron Kaminski has helped companies build high-performance teams, with over 1,000 sessions under his belt. An expert in workplace culture and leadership development, Ron focuses on getting companies better at Vision—company alignment; Traction—instilling discipline and accountability; and Healthy—cohesive leadership. Winner of the 2017 Northeast Ohio’s Smart 50 Award, Ron has served as board member of Entrepreneurs’ Organization (EO) Cleveland Chapter, U.S. Central Chapter, and EO Global. When he isn’t helping companies tap their full potential, Ron is still always on the go…probably off taking his family on some new adventure or paddle boarding on the lake. 




Engage Key Decision Makers - The right people. The right place.

MSPA Americas represents companies in the customer experience industry and works to protect the credibility of our industry while providing our members with the tools and resources needed for success. We help our members build their businesses by emphasizing the importance of measuring and managing the customer experience. Your sponsorship allows you to directly engage with key decision makers and build mutually beneficial relationships. We promise a great experience – it’s our business, after all!

Click here to Learn More about becoming a CXE³ Sponsor.

Premier Sponsors


Platinum Sponsor


A La Carte Sponsors

  Prism Intelligence  


This iconic property features 156 beautifully designed hotel rooms that engage your entire experience absorbed in the excitement of downtown Cleveland. Enjoy dining at Adega, voted Best Downtown Cleveland Restaurant in 2015 and 2016, or unwind with a handcrafted cocktail at Azure Rooftop Lounge (open seasonally) while enjoying views of Lake Erie and local cityscape. Tucked above the lobby, Ledger Bar is made for conversation and people watching, while enjoying artisan cocktails and local craft beer. The century-old bank vaults beneath the Cleveland Trust Rotunda are home to an upscale, handcrafted cocktail lounge, Vault, where you can enjoy over 30 hand-crafted cocktails fashioned by resident mixologists and a small plate menu. The Mint Ballroom will inspire your event experience as an unforgettable memory. Visit Alex Theater at The 9 to enjoy live performances featuring Cleveland's finest local entertainment and artists.

Located close to the  Rock and Roll Hall of Fame, Playhouse Square and Sporting Arenas in the heart of downtown, there is so much to do. Destination Cleveland's program " Show Your Badge" partners are offering specials to meetings and convention attendees to make your experience in Cleveland all the more enjoyable. To participate, simply show your convention badge to any of the participating partners listed and receive their exclusive offer. Click here for information and to download the list of specials.


Metropolitan at The 9
2017 East 9th Street
Cleveland,  OH  44115

To make reservations at the Metropolitan at The 9 click here. You may also book reservations by phone at (216) 239-1200 and mention you are attending the MSPA Americas CXE3 Conference to receive the group rate. The special conference rate for attendees is $189 plus tax. The hotel room reservation deadline is Wednesday, September 19, 2018. Book your reservations as soon as possible and remember you help MSPA Americas when staying at the conference hotel. After this date, the hotel will honor reservations on space and rate availability basis.

Hotel and Transportation Information

Check-in and Check-out


Check-in: 4:00 PM
Check out: 12:00 PM

Cleveland Hopkins International Airport - CLE

  • Hotel direction: 12.7 miles NE
  • This hotel does not provide shuttle service.

Akron-Canton Airport - CAK

  • Hotel direction: 50.6 miles NW
  • This hotel does not provide shuttle service.


Valet parking, fee: $36 daily and Sales Tax of 8% will be added to your daily parking fee.


Conference Attire
The conference attire is business casual. Meeting rooms may feel cool to some attendees, so a light jacket or sweater is recommended.

Distribution of Publications and Promotional Materials
Distribution of brochures, fact sheets, advertising, industry publications and promotional materials is not allowed during the conference except for companies participating in the official conference sponsorship program. Distribution of these materials by sponsors is allowed only within the guidelines of the sponsorship program.

Scheduling Non-­MSPA Americas Functions
Events that conflict with official MSPA Americas events or educational programming are not allowed during the conference. This includes hospitality suites, special breakfasts, focus groups or similar events.

Candice Zavatsky
(502) 574-9948
Sponsorship & Media
Michelle Romero
(502) 574-9036
Sarah Saar
(502) 574-9041