News & Events
2026 Industry Summit
Join us for CrawfordTech’s 2026 Industry Summit
The Only CCM Event of 2026 — Make Sure You’re in the Room
Date: April 8 – 9, 2026
Location: Renaissance Orlando Resort
Disney Springs® Area, Orlando, FL
If customer communications drives’ your business, this is the one event you can’t miss.
Join the industry’s top CCM, CX, and accessibility leaders for two days of market intelligence, peer networking, and real-world strategies you can take back to your organization.
What you’ll gain:
- Actionable insights from world-renowned analyst Kaspar Roos (Aspire).
- Exclusive Madison Advisors Roundtable featuring Broadridge, CSG, Fiserv, and Sepire.
- High-value networking with decision-makers across the CCM ecosystem.
- Practical ideas to grow revenue, reduce risk, and modernize communications.
SPEAKERS
Ernie Crawford
President & CEO
Crawford Technologies
Kemal Carr
President
Madison Advisors
Rich Huff
Senior Analyst
Madison Advisors
Darren Baalke
Solutions Architect
Crawford Technologies
Steve Brown
Chief Operating Officer
Sepire
Dean DeCencio
Senior Consultant, Head of Business Development
Yonel Enriquez
Lead Product Manager
Crawford Technologies
Jen Goulden
Accessibility Compliance Support Manager M.A., EDP, UEB Technical
Crawford Technologies
Robert Hamilton
Senior Director, Product Development
Lynda Hansen
Sr. Product Manager
Patrick Kehoe
EVP, Product Management
Heather Kennedy-MacKenzie
Director, Global Technology Innovations
Doug Koppenhofer
Vice President, Accessibility Center of Excellence
Crawford Technologies
Jennifer Loder
Vice President, Strategic Business Development Communication Design and Delivery
CSG
Lisa Lipowski
IT Supervisor
Erin McCart
Sr. Product Manager
Crawford Technologies
Ginny McCormack
Sr. Director - IT
RR Donnelley
Tim McKee
Senior Solutions Architect
Crawford Technologies
Debbie Miglaw
Vice President of Digital Solutions Business Development
Broadridge
Ligia Mora
Senior Product Development Manager
Sean O’Kelly
VP, Information Technology
D4
Erin O'Neil
Associate
Brown Goldstein & Levy
Dennis Quon
Director, Accessibility Center of Excellence EDP
Crawford Technologies
Gordon Rae
Pre-Sales Solution Architect
John Rogler
Director of Document Translation Sales
Crawford Technologies
Allan Ronquillo
Senior Client Executive
Crawford Technologies
Kaspar Roos
Founder & CEO
Aspire
Ryan Semanchik
President | CFO
ULURO
Jay Sims
Senior Director of Strategy
Optum
John Slaney
Executive Vice President of Technology
FSSI
Timothy Steenhoek
Client Solutions Consultant
Glen Swyers
Director of Customer Partnerships
Mikayla Thompson
Solutions Architect
Kevin Tondreau
Vice President, Customer Success
Crawford Technologies
Kathy Uhl
Partner Sales Enablement Manager
Dena Wainwright
VP/Digital Accessibility Practice Owner
Fidelity
2026 Industry Summit Agenda
Day 1
9:00 AM – 9:15 AM | Welcome
9:15 AM – 10:00 AM | Keynote: Ernie Crawford, Crawford Technologies
CX Track
10:00 AM - 10:45 AM
The Great Shift: From Documents to Intelligent Communications Experience | Kaspar Roos, Aspire
Accessibility, Translation & Localization Track
10:00 AM - 10:45 AM
The Human Impact of Accessible Content | Dena Wainwright, Fidelity
10:45 AM – 11:00 AM | Break
CX Track
11:00 AM - 11:45 AM
AI & ML are Revolutionizing Intelligent Document Processing | Lynda Hansen, Erin McCart, Gordon Rae, Crawford Tech
11:45 AM - 12:30 PM
Don’t Automate the Chaos: Fix Your Workflow Foundation First | Gordon Rae, Crawford Tech
Accessibility, Translation & Localization Track
11:00 AM - 11:45 AM
Document Accessibility: Inclusivity and Compliance in 2026 & Beyond | Erin O’Neil, Brown, Goldstein, Levy
11:45 AM - 12:30 PM
How to achieve Accessible Documents in Composition | Ernie Crawford, Doug Koppenhofer, CrawfordTech
12:30 PM – 2:00 PM | Lunch
CX Track
2:00 PM - 3:30 PM
Madison Advisor Round Table: Inside the PSP Market: Trends, Shifts & What’s Next | Broadridge, CSG, Fiserv, Sepire
Accessibility, Translation & Localization Track
2:00 PM - 2:45 PM
Automation: From Accessibility and Beyond! | Lisa Lipowski, RR Donnelley
2:45 PM - 3:30 PM
From Compliance to Competitive Advantage: How Accessibility and Language Are Reshaping Healthcare | Jay Sims, Optum & John Rogler, CrawfordTech
3:30 PM – 3:45 PM | Break
CX Track
3:45 PM - 4:30 PM
Bridging the “Legacy to Cloud” Gap | Erin McCart, Kevin Tondreau, Allan Ronquillo, CrawfordTech
4:30 PM - 5:15 PM
The Power of ‘M’: The Intelligent Way to Manage & Orchestrate Customer Communications (ECP) | Kevin Tondreau, CrawfordTech, John Slaney, FSSI
Accessibility, Translation & Localization Track
3:45 PM - 4:30 PM
AI + Human: The Only Accessibility Workflow That Actually Works | Jen Goulden, Mikayla Thompson, CrawfordTech
4:30 PM - 5:15 PM
One Workflow, Two Outcomes: Why Accessibility and Translation Belong in the Same Pipeline | Yonel Enriquez, CrawfordTech
6:00 PM | Dinner for Attendees
Day 2
CX Track
9:00 AM - 10:30 AM
Madison Advisor Round Table: Defining the Digital ADF | Madison Advisors, Messagepoint, Canon, CrawfordTech, Uluro
Accessibility, Translation & Localization Track
9:00 AM - 9:45 AM
Panel: Inclusive by Design: Four Perspectives on Delivering Accessible, Multilingual Communications at Scale | APH, RRD, USAA, CrawfordTech
9:45 AM - 10:30 AM
Machine Translation in Regulated Industries: When “Good Enough” Gets You Sued | Yonel Enriquez, John Rogler, CrawfordTech
10:30 AM -10:45 AM | Break
CX Track
10:45 AM - 11:30 AM
Processing Customer Communications for Omnichannel Delivery, Including Mobile | Tim McKee, CrawfordTech
11:30 AM - 12:15 PM
There is still Hope | Glen Swyers, The Imagine Group
Accessibility, Translation & Localization Track
10:45 AM - 11:30 AM
How can a PSP make money from Accessibility | Ginny McCormack, RR Donnelley
11:30 AM - 12:15 PM
The Global Ripple Effect: Navigating the European Accessibility Act for North American Enterprises | Doug Koppenhofer, CrawfordTech
12:15 PM – 1:30 PM | Lunch
CX Track
1:30 PM - 2:15 PM
Closing the Gaps: Securing Customer Data at Every Touchpoint | Lynda Hansen, CrawfordTech John Slaney, FSSI & Sean O’Kelly, D4
2:15 PM - 3:00 PM
Smart Operations: Precision Control and Real-Time Validation | Lynda Hansen, Gordon Rae, CrawfordTech
Accessibility, Translation & Localization Track
1:30 PM - 2:15 PM
Beyond Screen Readers: Bridging the Gap Between Compliance and Usability | Ligia Mora, CrawfordTech
2:15 PM - 3:00 PM
The Last Mile of Multilingual PDF: Why Your Translated Documents Break (and How to Fix Them) | Darren Baalke, CrawfordTech
3:00 PM – 3:15 PM | Break
CX Track
3:15 PM - 4:00 PM
Cloud vs. SaaS: What You Need to Know for Customer Communication Management | Ernie Crawford, Erin McCart, CrawfordTech
4:00 PM - 4:45 PM
Undeliverable is Unacceptable! Critical Customer Communications are only Effective if they reach the Customer | Dean DeCencio, Grayhair & Kevin Tondreau, CrawfordTech
Accessibility, Translation & Localization Track
3:15 PM - 4:00 PM
Print is Not Dead: Mastering Large Print and Braille in a Digital World | Dennis Quon, CrawfordTech
4:00 PM - 4:45 PM
Document Accessibility: A Glimpse of the Future | Ligia Mora, CrawfordTech
4:45 PM – 5:15 PM | Event Wrap Up
6:00 PM | Dinner for Attendees
Don’t Just Take Our Word For It.
See what last year’s attendees have to say about the Industry Summit.
Where And When
April 8 – 9, 2026
Disney Springs® Area, 1905 Hotel Plaza Blvd, I8 Lake Buena Vista, FL 32830
Summit Sponsors
Platinum Sponsor
Platinum Sponsor
Diamond Sponsor
Diamond Sponsor
Diamond Sponsor
Diamond Sponsor
Diamond Sponsor
Diamond Sponsor
Diamond Sponsor
Diamond Sponsor
Participating Companies
Sign Up
Registration is now closed.
Want to see previous year’s Summit presentations?
Already registered? Sign in here.
