Thursday, Sept. 26th &
Friday, Sept. 27th, 2019

2018 Agenda

Stay tuned for the 2019 agenda
September 18, 2018
  • 7:30 AM
    Registration and Breakfast
  • 8:15 AM
    Opening Comments from the Chair
    Jessica Cryer
    VP, Business and Customer Strategy, CSPN
    Shawn Ashley
    Senior CX Director, CSPN
  • 8:30 AM
    Putting the Customer at the Center of Digital Transformation
    Carissa Ganelli
    Chief Digital Officer, Subway® Restaurants

    Customers expect brands across industries to offer digital experiences that are engaging, personalized and convenient. Maximize customer value with key insights on transforming the consumer experience with a fresh perspective on technology. Source practical tips to:

    • Build the foundation to enable the transformation
    • Create digital experiences using distributed commerce & loyalty programs
    • Increase customer value by creating seamless touch points across multiple channels
  • 9:00 AM
    Implement your Digital & DCX Transformation Successfully
    Jessica Cryer
    VP, Business and Customer Strategy, CSPN
    Danielle Sauvé
    Director of Customer Insights and Experience & Product Identification, Danaher
    Bridget 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
    Jason Conley
    Sr. Director, Strategic Consulting, RRD Marketing Solutions

    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
    Morning Break
  • 10:45 AM
    Mid-morning 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.

  • 11:30 AM
    Industry Expert
    Making Assumptions About your Customers is the First Step to Losing Them
    Chris Watt
    Senior Vice President, Global Corporate Strategy, Tigerspike (A Concentrix Company)

    Steve Jobs famously once said 'You have to start with the customer experience and work backward to the technology'. Source key strategies about:

    • What history can teach us about customer experience
    • How Silicon Valley has changed your customers' expectations
    • Why a happy employee makes for a happy customer

    Build experiences that customers love to use, not just need to use.

  • 12:00 PM
    Case Study:
    Customer Journey Mapping with Analytics
    Anna Wright
    Manager, Customer Experience, Twitter
    Eric Rhodes
    Sr. Program Manager, Customer Experience, Twitter

    In an effort to improve customer satisfaction, many services in today's competitive landscape are focused on understanding the customer journey. Grasp the use of data at your disposal to improve and optimize your customer journey mapping. Source a methodology to:

    • Organize overwhelming quantities of data to take action
    • Measure end-to-end relationship between your service and customers
    • Analyze customer behavior across the digital landscape

    Boost your growth and satisfy your customers by turning data into an action plan.

  • 12:30 PM
    Networking Lunch
  • 1:30 PM
    Industry Expert:
    The CX Elephant in the Room
    Phil Hamburg
    Vice President of Strategic Growth, Root Inc

    Having a digital CX strategy is not enough without the prepared leaders who are aligned around it and prepared to inspire your people. Ensure your entire organization is aligned around your digital CX strategy. Source answers to these key questions:

    • Do you have the momentum to create a true organizational CX movement starting with your employees?
    • How well are your managers equipped to lead the movement?
    • What’s your sustainment plan to ensure lasting change?

    Conquer the CX elephant to get ahead of the competition, connect the dots and share the formula for CX success

  • 2:15 PM
    Case Study
    Develop Frictionless Customer Interactions with UX Design Principles
    Katrina Schiedemeyer
    Voice of Customer Leader, Oshkosh Corporation

    In today’s digital age, getting the user experience right is essential for your company’s survival. Identify the key pillars to crafting exceptional B2B and B2C experiences that will reinforce customer trust and maximize your company’s CX potential. Generate a plan to:

    • Unite your company’s customer feedback with your design strategies
    • Drive engagement through consultative digital technologies
    • Use digital tools to align capabilities and deliver value to your customers during every interaction

    Take away strategies to develop outstanding experiences for all your customers and users

  • 2:45 PM
    Interactive Panel:
    Become Agile and Create an Omni-Channel CX
    Fred Ehle
    Chief Marketing Officer, Redbox
    Melissa Douros
    Head of Digital Product Management, Great Wolf Resorts, Inc.

    Contact channels must evolve to create experiences for customers if they will succeed in engaging now that apps alone have been declining as a driver of customer engagement. 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 and agile customer experiences
    • Improve personalization across all segments
    • Combat notification fatigue to maintain user engagement

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

  • 3:15 PM
    Afternoon Break
  • 3:45 PM
    Industry Expert:
    Create Powerful B2B Digital Customer Experiences
    Dan LaCivita
    CEO, Firstborn
    Maria Gagos
    Head of Digital, S&P Global
    Shani Sandy
    Executive Creative Director, S&P Global

    The changing landscape is B2C CX design is transforming the B2B experience expectations. Delight your B2B customers by surpassing their experience expectations. Master the success factors to:

    • Adapt B2B communications to digital best practices
    • Gain repeat business through post-sales communications
    • Reduce pushback with made-to-fit B2B solutions

    Transform your B2B customer experience strategy with a fully-digital CX.

  • 4:15 PM
    Case Study
    Delivering a Transformational Product Experience – Business, Technology and Design
    John Allwein
    VP PINACLE User Experience & Treasury Management, PNC
    Kevin Grubb
    Engagement Manager, Digital, Prophet

    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
    Industry Expert
    Keeping a Human Voice in your Digital Customer Experience
    Mark Lesiw
    Chief Revenue Officer, Retreaver

    Integration, Big Data, Personalization, Automation – assumptions are that creating a digital customer experience would mean needing to exclude the human voice. Yet with over 192B calls to businesses expected by 2020 (BIA/Kelsey 2017) and research indicating “callers convert 30% faster than prospects from other channels” (Forrester 2018), are you including ways to leverage the data from your phone calls?

    •  Learn what types of lead and customer data may be used with every inbound call
    •  Personalized each caller journey with known contact information and call context
    • Amplify call experiences by giving agent’s call data right before they pick up the phone

    Grasp how call tracking and call routing extend your digital CX with analog and offline marketing to provide a holistic DCX.

  • 5:00 PM
    Conference Adjourns to Day Two
  • 5:05 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
  • 7:45 AM
    Registration and Breakfast
  • 8:30 AM
    Opening Comments from the Chair
    Jessica Cryer
    VP, Business and Customer Strategy, CSPN
    Shawn Ashley
    Senior CX Director, CSPN
  • 8:45 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.

  • 9:15 AM
    Industry Expert
    It’s not your journey it’s theirs: Understand your customer’s true intent and help them get there
    Ray Gerber
    Chief Product Officer, Thunderhead

    Brands are struggling to keep up with exploding customer expectations across multiplying touchpoints. This has led to a Customer Erosion Crisis. $56 billion was spent last year alone on technology trying to fix this problem.

    To meet the crisis head on brands must shift from a brand-first, pre-determined to a customer first, intent-driven model. In this session we’ll explain intent-driven customer journeys and the impact they have on brands.

  • 9:45 AM
    Mid-morning Break
  • 10:30 AM
    Case Study
    Optimize Digital Platforms and Customer Content Channels to Feature Customer Focused Marketing
    Lauren LeRoy
    Director of Customer Marketing, Kespry

    An omni-channel customer experience provides a prime opportunity to engage with customers, source their needs and in turn feature their experience with your brand. Marketing your product is no longer enough, get ahead of the competition with customer-centric video, social and digital marketing strategies that put your customers’ experience with your product and service at the forefront. Take back strategies to:

    • Design content channels to engage customers and prospects
    • Ensure ROI with the right digital customer stories
    • Enhance customer trust by sharing the material they need

    Maximize the impact of your marketing content by selecting the right stories and sharing through the right digital channels.

  • 11:00 AM
    Industry Expert:
    Ensuring a Seamless Cross-Channel Experience
    Tracy Antol
    Director of Client Solutions, RRD Marketing Solutions
    Nicholas Michel
    Research and Customer Experience Manager, RRD Marketing Solutions

    How many channels does your company use to communicate with your customers? How many channels do your customers use to conduct business with you? In 2002, the average consumer used only two touchpoints during the purchase process, but today it's an average of 6. Factor in social media and that number continues to grow. While the majority of companies have an established multi-channel presence, most of them aren't evaluating their cross-channel experience. By reviewing factors like channel transition, navigation, value and comprehension, marketers can identify quick wins to improve the brand experience and benchmark current state.

  • 11:30 AM
    Case Study:
    Leveraging VoC initiatives to build Brand Loyalty
    Vanessa Hannay
    Senior Customer Success Strategist, Muck Rack

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

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

    Maximize brand advocacy in dialogue with customers.

  • 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
  • 2:30 PM
    Afternoon Break
  • 3:00 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
    Laura Messerschmitt
    Vice President of Customer Experience, GoDaddy
    Alyona Medelyan
    CEO, Thematic
    Shawn Ashley
    Senior CX Director, CSPN

    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:

    • Combine journey mapping with data in order to make improvements across the customer journey
    • Leverage VoC to reduce CX friction and create a cohesive end-to-end experience
    • Maximize insights from IoT

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

  • 3:45 PM
    Elevate Your Brand by Investing in B2B Customer Success
    Kristen Engelhardt
    Vice President, Voice of the Customer, Salesforce

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

    • Improving CX through customer-driven product & service development
    • Accelerating proactive customer care with your B2B customer community
    • Engaging your C-suite leadership to take action on customer insights
    • Unleashing a customer army of brand advocates in the marketplace

    Create a culture of innovation and growth by investing in your customers’ success.

  • 4:15 PM
    Conference Adjourns
September 19, 2018

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