2018 Agenda

Craft world-class digital customer experiences.
September 18, 2018
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from the Chair
    Dolly Konzelmann
    President, Customer Service Professional Network
  • 8:30 AM
    Keynote Address: The Future of Digital Customer Experiences
    Create Integrated Digital Customer Experiences to Deliver Consistency Across Channels
    Carissa Ganelli
    Chief Digital Officer, Subway® Restaurants

    Customers expect consistent experiences across all the channels they use to interact with your brand. Maximize customer value with key insights on preparing for the future of CX with a fresh perspective on technology and process trends. Source practical tips to:

    • Develop a ‘single view’ of the customer across your organization
    • Create new digital experiences using AR and voice interfaces
    • Increase customer value by creating seamless touch points

    Improve your customer acquisition and retention strategies to boost your profits.

  • 9:00 AM
    Panel
    Implement your Digital & DCX Transformation Successfully
    Danielle Sauvé
    Director of Customer Insights and Experience & Product Identification, Danaher
    Briget McDermid
    Sr. Manager of Customer Experience & Digital Fluency Strategy, TD Bank
    Carina Edwards
    SVP of Customer Experience, Imprivata

    Digital transformations require the alignment of people, processes, technology, and also the leadership of your organization. Beat leaner competitors to customer-centricity with a smooth digital transformation and seamless customer journeys. Master the success factors to:

    • Integrate customer-centricity across organizational silos
    • Determine customer health scores, key metrics, alerts and action plans by customer journey
    • Develop a change management plan to partner with your technology providers

    Accelerate your digital CX transformation by realigning your organizational priorities.

  • 9:45 AM
    Industry Expert:
    Keep your Brand Relevant with Customer Engagement Marketing
    TBA
    Senior Executive, Precision Dialogue

    Omni-channel CX design creates opportunities to improve engagement with your brand. Leverage insights to develop interactive experiences that improve your marketing ROI. Take away specific solutions to:

    • Transform customers into advocates with 1:1 communication strategies
    • Personalize customer interactions across channels
    • Deliver integrated multi-channel campaigns

    Increase brand engagement with personalized customer communications.

  • 10:15 AM
    Speed Networking

    Engage with your CX peers. Quick rotations will help you break the ice and get to know fellow executives. Bring your business cards, make the right connections, and build exclusive knowledge!

  • 10:30 AM
    Morning Break
  • 11:00 AM
    Mid-Morning Keynote
    Drive Offline Growth with Online “Wow” Moments
    Doug Zarkin
    VP & Chief Marketing Officer (Pearle Vision), Luxottica Retail

    Sometimes the best way to win big is to think small. Ensure every detail of your brand identity works in alignment across a customer’s journey. Create a roadmap to:

    • Integrate digital into your brand strategy
    • Drive offline traffic through amazing online experiences
    • Maximize delight at each custom touch point

    Use new platforms to create seamless experiences across the customer journey.

  • 11:45 AM
    Industry Expert
    Leverage Big Data to Personalize Experience at Scale

    With an increasing focus on digital CX comes an increasing amount of customer data. Ensure your market segmentation is on the right track. Source practical tips to:

    • Bolster customer confidence with data-driven insights
    • Increase the effectiveness of your analytics
    • Transform your digital sales funnel with personalized solutions

    Enrich your data analytics to maximize your customers’ journeys.

  • 12:15 PM
    Case Study
    Generate Actionable Analytics Insights

    Trailblazing companies gain market share by creating well-mapped customer journeys. Satisfy your customers better by taking action on your data. Generate a plan to:

    • Transform overwhelming quantities of data into decisive actions
    • Track customer behavior across the digital landscape
    • Measure customer satisfaction across the customer journey

    Beat your competition to growth by turning your data into an action plan.

  • 12:45 PM
    Networking Lunch
  • 1:45 PM
    Case Study
    Develop Frictionless Customer Interactions with UX Design Principles

    In today’s digital age, getting the user experience right is essential for your company’s survival. Identify the key pillars to crafting delightful experiences that will maximize your company’s CX potential. Generate a plan to:

    • Unite your company’s content with your design strategies
    • Drive engagement through integrated voice assistant technology
    • Use design thinking to deliver value to your customers during every interaction

    Take away strategies to guide you along your digital transformation.

  • 2:15 PM
    Industry Expert
    Ensure Data Transparency, Privacy and Customer Trust

    With GDPR becoming active in Europe, and new data breaches eroding trust in companies from Experian to Facebook, your customers are expecting more transparency. Maintain customer loyalty with coherent user privacy policies. Adopt best practices to:

    • Build transparency into your CX
    • Reclaim your customers’ data from intermediaries
    • Maintain CSAT and avoid a privacy backlash by embracing transparency

    Keep your customer data safe with security and integrity best practices.

  • 2:45 PM
    Afternoon Break
  • 3:00 PM
    Interactive Panel Discussion:
    Become Agile and Create an Omni-Channel Mobile CX
    Fred Ehle
    Chief Marketing Officer, Redbox
    Mitchell Wenger
    Director, US eCommerce, Customer and Colleague Experience Team, Zoetis

    Apps have been declining as a driver of customer engagement, to the point that 20 percent of companies will abandon their apps by 2019 (Gardner). Other companies are reaping the rewards of participation in physical channels. Personalize the customer experience across the mobile landscape with your omni-channel strategy. Adopt best practices to:

    • Deploy personalized customer experiences without the app
    • Improve personalization across segments, even in B2B
    • Combat notification fatigue to maintain user engagement

    Reach customers at the channel of their choice, wherever they are.

  • 3:30 PM
    Industry Expert
    Integrate your Global Digital Ecosystem to Drive your Strategic Digital Transformation

    Becoming a digital leader while managing strategic change in a large organization is a source of endless challenge. Gain buy-in across your organization’s digital transformation while providing your customers with a seamless experience at every touch point. Create a roadmap to:

    • Guide your digital integration to fulfil your DCX ambitions
    • Eliminate barriers to your customers’ path to purchase
    • Identify early indicators needed to keep your company on course

    Use your Digital Transformation to remove CX obstacles.

  • 4:15 PM
    Case Study
    Delivering a Transformational Product Experience – Business, Technology and Design
    John Allewin
    VP PINACLE User Experience & Treasury Management, PNC

    Delivery becomes a major challenge when customer-centricity leads to product transformation. How do you successfully bring together business, technology and design resources to design and deliver a great experience that’s rapidly scalable? Master the success factors to:

    • Inspire leadership and generate excitement and buy-in for digital experience
    • Engaging a large team of experts around a common cause with a defined approach
    • Navigate project barriers to maintain momentum while setting realistic expectations

    Balance an ideal user experience with operational realities in your B2B CX strategy.

  • 4:45 PM
    Closing Keynote
    Optimizing a 360-Degree CX for Growth
    Matt Arevalo
    Co-Founder and Chief Experience Officer, Loot Crate

    With 90% of customers trusting peer references, it’s no surprise that most executives see CX as a major priority. Remain competitive in a dynamic marketplace characterized by increasing technological complexity and demands for personalized engagement. Create a roadmap to:

    • Determine the right KPIs for your goals
    • Create meaningful emotional connections and “wow moments” with customers
    • Optimize the whole customer journey with mid-experience digital CX measurements

    Maximize return on CX by building it into your company’s DNA.  

  • 5:15 PM
    Stop-Start-Continue

    The afternoon will wrap up with a discussion on what to start, what to stop, and what to continue doing in your organization.

  • 5:30 PM
    Conference Adjourns to Day Two
  • 5:35 PM
    Executive Evening Reception

    Unwind and mingle with the delegates and speaker at our end-of-the-day reception. Bring your business cards!

September 18, 2018
September 19, 2018
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from the Chair
  • 8:30 AM
    Keynote Address
    Expand Touch Points Through Your Digital Transformation

    A digital transformation is a time of opportunity to create new touch points, expand reach with partnerships, and increase personalization. See the benefits a systematic change can have on your organization, and master the success factors to:

    • Renew customer trust in your services
    • Make every touch point count
    • Deliver digital innovation to your customers

    Renew your customer experience with a full digital transformation.

  • 9:00 AM
    Case Study
    Optimize Customer Contact Channels in your Omni-Channel CX
    Salil Verma
    VP Digital Customer Experience, OhioHealth

    The omni-channel customer journey puts demands on contact channels that are sometimes unfit to purpose. Accelerate customer care by resolving queries in as few contacts as possible. Take back to your office strategies to:

    • Design contact channels to be fit to purpose
    • Integrate natural language and AI interactions
    • Drive contact center efficiencies using unstructured VoC data

    Improve your customer care efficiencies with the right content in the right channels.

  • 9:30 AM
    Industry Expert
    Embracing Digital Inclusion in CX

    The best digital experiences are designed for all customers, not just market personas. Expand your brand’s reach by considering all users in your Digital CX design. Gather practical insights to:

    • Meet ADA guidelines in digital customer interactions.
    • Accelerate omni-channel deployment by testing experiences across platforms
    • Create positive CX experiences across the entire user base.

    Improve your service delivery to connect with a wider audience.

  • 10:00 AM
    Mid-morning Break
  • 10:30 AM
    Case Study
    Improve Customer Communication with Digital Messaging
    Sarah Townes
    VP Marketing, Mall of America

    Tap into the strong consumer preference for messaging, especially with younger customers. Improve your customer engagement by optimizing your digital messaging channels. Walk away with an action plan to:

    • Enhance your reputation with convenient real-time conversations
    • Secure loyalty by communicating over SMS and messengers
    • Improve your resource allocation through improved messaging efficiencies

    Increase your profit by differentiating your brand with a more convenient communication tool.

  • 11:00 AM
    Industry Expert:
    Intensify Brand Engagement using Digital Customer Communities

    Voice of the Customer (VoC) initiatives give brands an opportunity to build communities around brands. Understand your customers better and leverage their engagement in your brand. Create a roadmap to:

    • Transform customer engagement into improved sales
    • Improve processes with customer feedback loops
    • Get the most out of your large customer base

    Maximize brand advocacy in dialogue with customer communities.

  • 11:30 AM
    Case Study
    Embrace Automation to Ensure Excellent Customer Experiences

    Employing technology to streamline processes creates efficiencies, yet any automation or AI must reinforce the pillars of your current CX. Establish an efficient automation process to maximize your ROI. Create a roadmap to:

    • Minimize experience gaps and improve brand advocacy
    • Secure customer loyalty with 24/7 omni-channel service
    • Amplify your customer experience to reach new customer bases

    Differentiate your company with a better CX.

  • 12:00 PM
    Networking Lunch
  • 1:15 PM
    Interactive Case Study
    Increase Success with Customer-Led Design
    Nick Allen
    Global Director of Design and User Experience, GE Healthcare

    Designing for your B2B customers to gain success means thinking about their customers, too. Increase customer success and loyalty with digitally-enhanced consultative sales processes.

    • Maximize B2B success with client-first design
    • Design customer-led experiences
    • Accelerate consultative sales processes with digital tools

    Maintain B2B loyalty with customer-centric design.

  • 2:00 PM
    Interactive Session
    Birds of a Feather

    Benchmark your progress and thinking with industry peers in this interactive session. Delegates will divide themselves into informal discussion groups centered on a variety of topics relating to the digital customer experience. Topics to be discussed will include:

    • Personalization
    • Automation and AI
    • Design Thinking
    • Voice of the Customer
    • Analytics
    • Mobile
    • Journey Mapping
  • 2:15 PM
    Afternoon Break
  • 2:45 PM
    Panel Discussion
    Improve the Customer Journey Using Digital, Data & Analytics
    Tom Staley
    Director of Business Improvement, Toll Brothers
    Lauren LeRoy
    Director of Customer Marketing, Kespry

    A growing issue in big data and Analytics is the increasing number of sources available. Develop a 360º understanding of your customer journeys using Voice of the Customer feedback, strong analytics and new data sources. Generate a plan to:

    • Improve processes across the customer journey
    • Leverage VoC to reduce CX friction
    • Maximize insights from IoT

    Transform your CX with the right analytics, on the right data, at the right time.

  • 3:30 PM
    Case Study
    Protect Your Brand by Investing in B2B Customer Success

    80% of an organization’s new customers are its old customers. Ensure continued B2B brand loyalty with a proactive customer success program for your products or services. Walk away with an action plan on:

    • Improving CX through effective UI design
    • Managing product complexity with customer training
    • Accelerating proactive customer care with machine learning

    Create a culture of excellence by investing in your customers’ success.

  • 4:00 PM
    Stop-Start-Continue

    The afternoon will wrap up with a discussion of what to start, what to stop, and what to continue doing in your organization.

  • 4:20 PM
    Conference Adjourns
September 19, 2018

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