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

2019 Agenda

September 26, 2019
  • 7:30 AM
    Registration and Breakfast
  • 8:30 AM
    Opening Address from Conference Chair
    Jon Berbaum
    President, Highland Solutions
  • 8:45 AM
    Opening Keynote Address: DBS BANK
    Navigating Your Organization Through Rapid Change to Stay Relevant and Competitive
    Shefali Gupta
    Executive Director , Head of Strategy and Planning , Technology and Operations, DBS Bank
  • 9:30 AM
    Identify Your Superpower, Then Maximize It With Technology
    Mark Smith
    President, Kitewheel
    Why is creating a single source for managing your customer journeys critical for today's businesses? What does journey analytics mean for CX? How can advanced analytics be brought into the customer side of the organization to improve brand health and re-engage for customer retention and upsell? Mark Smith will provide answers to these questions and more on the value and impact of real-time decisioning on retention and upsell
  • 10:00 AM
    Transform Your Business with a CX-first Mindset to Engage, Win and Retain Customers
    Ian Simons
    Head of Industry, eCommerce, Facebook

    Demanding, and ever-connected customers are now in the driver’s seat. A holistic strategy incorporating technology, culture, and product is key to success and growth. Hear key insights from DBS, on how their journey to leveraging digital technology and shaping the future of banking:

    • Revolutionize products and services with digital transformation
    • Map out a detailed roadmap digital integration across channels
    • Strengthen your digital capability for to deliver on customer expectations
  • 10:30 AM
  • 11:10 AM
    Morning tea break
  • TRACK A: Innovation & Leadership
    • 11:40 AM
      Case Study: Walmart
      How to Create a Digital CX-Culture to Become Customer-Centric
      Travis Mcneal
      Director - Change Management and Communications; Walmart Supply Chain, Walmart

      Being customer-centric is now the benchmark on what determines continued business success. Increase speed to market of new products and services and streamline operations with a customer-centric culture. Master strategies to:

      • Create a customer-led business strategy
      • Gain business buy-in
      • Develop a culture that loves to love customers

      Make a CX first approach your leadership priority.


    • 12:10 PM
      Best Practice Panel:
      A Journey Through Disruptive Innovation: Harnessing Social Media
      Jerri Helms
      Senior Director, Digital Marketing Initiatives, HarperCollins Publishing
      Sarah Busch
      Director, Digital Strategy, Aperture Investors
      Andrea Joy Wenburg
      Communication Strategist, Voice of Influence

      Harnessing social media for innovation project success

      • How do you introduce a wider culture of innovation without threatening the existing innovation department
      • Social media communication strategies which extend the reach of innovation
      • What are the best social media platforms and tools to launch new innovation
      • Top 5 social media tips

      A road-map on how you can grow your business at scale, through implementing a robust DCX strategy

    TRACK B: DCX Best Practices
    • 11:40 AM
      Case Study: LinkedIn
      Creating a Breakthrough Digital Content Experience
      Amber Naslund
      Senior Content Marketing Consultant, LinkedIn

      In a digital and content driven economy you need to create leading-edge customer engagement. Content is the backbone of a connected marketing world, and in this session you’ll gain practical insights on:

      • How leading companies build breakthrough content programs
      • Where most content experiences fall short
      • Why the key to great content experience is about fewer things done better


  • 12:40 PM
    Networking Lunch
  • TRACK A: DCX & Channel Strategy Optimization
    • 1:45 PM
      Case Study: Allina Health
      Optimizing Your Customer CX Capability
      Chris DuFresne
      Director Information Services, Digital Consumer and Employee Experience, Allina Health

      Mobile apps, using open API’s in creating a seamless integrated experience. With technology constantly advancing and machine-learning automating many tasks to scale, using APIs helps you meet, and exceed customer expectation.

      Learn how to ensure your mobile app design is developed with a CX-led approach:

      • Creating UI interface, that maximises optimum UX, and ultimately increase CX
      • How can using APIs make the consumer experience more integrated than ever before
      • APIs making cross-channel integration a breeze

      Optimize your mobile-channel strategy and engage with your customers on their prepared channel.

    • 2:15 PM
      Case Study: JPMorgan Chase & Co
      Creating an Integrated Digital Plan to Maximize Performance
      AnnaZulma Macfadden
      VP UX Design Lead/Branding Strategist, JPMorgan Chase & Co

      According to a recent study over sixty percent of senior marketers invest their allocated budget to content, development and performance optimization. Plan your integrated digital CX strategy to ensure better performance and

      optimization. Achieve a step-by-step action plan to:

      • Create a successful cross channel marketing strategy  
      • Create a seamless brand experience across channels
      • Adopt a winning formula for SEO, UI, UX and CX

      Successfully plan an integrated DCX strategy from a UX, design-led lens.

    TRACK B: DCX Transformation
    • 1:45 PM
      Case Study: WeAre8
      Redesigning the Future of Digital Customer Experience to Enhance your Competitive Advantage
      Danny Tawiah
      Former VP Global Digital Brand Innovation, Nike, Co-Founder and CMO WEARE8

      Your competitors are improving their digital CX each day, and you must too. Place the customer first and manage their journey and interaction with your brand. Walk away with an action plan to:

      • Move beyond touch points, and shifting the lens to customers end-to-end journey
      • Maintain consistency of experience across channels, applications and devices
      • Top 3 tips for experience redesign

      Take away practical insights on how to manage CX across-channels for consistent brand experience.

    • 2:15 PM
      How to Focus on Employee Experience as the ‘Aha moment’ to Create Memorable CX Experiences
      Manuel Christoffel
      Chief Customer Officer, Woom bikes USA

      Employee Experience is the new frontier in CX. Focus on your employees to develop the ultimate way to delight and surprise customers. Gain insights on:

      • Why employee experience matters
      • Making time to revisit errors and designing solutions for the future vs 'perfection or else'
      • Reflective vs reflexive behavior when dealing with Customers - it makes a huge difference

      Gain insights into how EX impacts the overall brand experience - and brand perception.

  • 2:50 PM
    Afternoon Tea Break
  • 3:20 PM
    Industry Expert: Luminoso
    The Wisdom of the Data: How the Few Benefit from the Many
    Bao Bui
    Solutions Engineer, Luminoso
    Successful CX leaders understand the importance of using Voice of the Customer (VOC) data to identify trends, detect trouble spots, and optimize processes. However under sampling and bias can obscure what's going on, especially when overwhelmed with data to analyze.  Learn how enterprises are changing how they find insights in customer data:
    • Accelerating analysis from manual to modelled to automated
    • Delivering timely feedback to functional leaders
    • Operationalizing VOC analysis into product release cycles
    Tighten the loop from VOC data to insight to action, for greater CX engagement 
  • 3:50 PM
    Panel: Mapping Engagement
    How to Bridge Engagement gaps to Create Seamless Digital CX
    Adam Arcus
    Creative Director, 1871
    Vanessa Yeh
    Director of Marketing, Ascent RegTech
    Andrea Joy Wenburg
    Communication Strategist, Voice of Influence
    Yvonne Hangsterfer
    Founder and Lead Designer, Flowspoke

    One of the most common challenges is the development of a strong, consistent customer engagement experience. Source practical tips to:

    • Identify key causes of customer frustration.
    • Deliver unified experiences with customer journey maps.
    • Bridge organizational silos to reduce friction in digital CX.

    Stay ahead of the competition by identifying engagement gaps.

  • 4:35 PM
    Day One Closing Remarks
  • 4:40 PM
    Networking Drinks
September 26, 2019
September 27, 2019
  • 7:30 AM
    Registration Opens Day Two
  • 8:30 AM
    Welcome to Back, Opening Remarks from Conference Chair for Day Two
  • 8:45 AM
    Keynote Address
    Deducing Customer Behaviour Data to Maximize Profit
    Bruce Rogers
    Former Chief Insights Officer, Forbes Media, SVP Marketing, G/O Media Inc
    Understanding the importance of behavioral analytics to drive customer acquisition, retention,
    and growth. Learn how to use advanced analytics to compete in a world created by demand
    • Using behavioral data, and analytics to achieve personalization at scale
    • Insight-driven messaging
    • New technologies for CX personalization
    Gain insights into changing customer behavior from a uniquely APAC perspective.
  • 9:15 AM
    Building a Multi-Audience Digital Strategy Through JTBD Research and Journey Mapping
    David Whited
    CX Practice Lead, Highland Solutions
    In order to compete in today’s global marketplace, companies need to understand and serve customers that span generations, backgrounds, and experiences. Get an inside look at how one Fortune 300 company is using CX tools to innovate and reach a new era of customers. Attendees will learn how to:

    • Design a longitudinal research study
    • Combine JTBD research and JTBD and journey mapping to identify and understand customers
    • Move into a new age of product design powered by deeper customer understanding
    Gain insights on CX research methods that will help you understand your customers and develop innovative products. 
  • 9:45 AM
    Panel Discussion: Optimizing DCX
    Managing and Optimising Digital Customer Experience to Drive greater Loyalty and Profit
    Tim Bay
    Head of Digital Marketing, Fellowes Brands
    Amanda Chin
    Partner, Head of Growth and Digital, evolveHer
    Andrea Joy Wenburg
    Communication Strategist, Voice of Influence

    Digital customer experience is all about creating memorable experiences, and lasting impressions. Generate greater loyalty with the right information, product and service for your customers in real-time. Take back to the office a plan to:

    • Understand a customer’s digital exhaust, to tailor DCX
    • Create innovative systems of customer engagement
    • Build purpose-built engagement strategies to meet customer demand

    Gain key insights on how you can strike a balance between maximizing profit and delivering on customer expectations.

  • 10:30 AM
    Expert Insights
    Ensuring Data Privacy Whilst Balancing Customer Expectations and Demands
    Jason Cranford Teague
    UX Lead, Rivet Logic

    Online customer activity and the data collected from them give companies greater insights into customer behavior, specific nuances and preferences to tailor product offerings. However, how can businesses aggregate and use data, whilst ensuring customer privacy and security? Understand how to create a roadmap to:

    • Deploying a robust data governance framework
    • Balancing customer data usage and privacy
    • Customer Data Ethics in the post GDPR world

    Learn to balance balancing data privacy strategies and still meet customer need for personalization.


  • 11:00 AM
    Mid-Morning Networking Break
  • 11:30 AM
    Case Study: True Impact
    Creating an Empathetic Customer Experience Across the Buyer Lifecycle
    Diana Lucaci
    Founder, CEO, True Impact
    The future of customer experience relies heavily on understanding not only what people say they prefer, but also the reason why they make a selection.

    Imagine if we could tap directly into emotion to understand what motivates people to act, and immediately create more relevant and authentic experiences? Diana’s session will include data-driven and specific insights from the field of consumer neuroscience. Key Take Aways:

    • How a well designed experience drives receptivity, human attention and has a positive business impact.
    • How to determine positive and negative emotions and attentional activation - rather than relying on people to say what they mean.
    • Find new insights into engagement and best practices and optimize every precious second of attention.
  • 12:00 PM
    Networking Lunch
  • 1:15 PM
    Case Study: Voice of Influence
    Leverage Your Customer Contact Center as a Strategic Brand Asset
    Andrea Joy Wenburg
    Communication Strategist, Voice of Influence

    Forward-thinking companies understand the imperative of turning their customer contact center into a profit center that helps achieve the company’s revenue goals. Walk away from this interactive session understanding: 

    • Why current trends in AI make it imperative that customer-to-human interactions are better than ever 
    • How to enhance productivity and increase the lifetime value of the customer
    • Three essential components to "brand ambassador" training
  • 2:15 PM
    Afternoon Tea Break
  • 1:45 PM
    Building a CX-Driven Enterprise in the Public Sector
    Kesha Williams
    Digital Customer Experience Initiative Champion, Department of Defense
    As technology leads the charge by giving customers more choices, there is a growing expectation for government to deliver faster, relevant, and more efficient services. Governments need to drive customer centricity to address technology needs, expectations, and priorities; and deliver a positive customer experience. Hear a public sector’s continuing journey to grow a successful CX-driven enterprise;
    • Establish a clear vision
    • Align CX to organizational efforts
    • Create and manage the case for change
    • Understand and engage customers
    • Equip and inspire employees
  • 2:45 PM
    Case Study: Vizalanche
    Utilizing AI and Machine Learning to Enhance Patient Care
    Peter Berki
    Co-Founder and CMO, Vizalanche Inc
    Dr Quinn Wang
    Co-Founder + CEO, Vizalanche Inc
    Vizalanche’s use of AI, ML, and robotics to help an unlimited number of patients, especially those who rely on the county healthcare system. After all, top-notch eye care is a right, not a privilege. Gain insight on the incredibly powerful uses of AI;
    • A brave new world with AI
    • Improving patient experience and outcomes
    • Integrating AI into healthcare – opportunity and challenges
  • 3:15 PM
    Closing Keynote
    The Gaming of Retail – Practical Strategies for Loyalty and Rewards
    Fred Skoler
    Chief Product Officer, DigiSnax

    Using game theory in the development of and execution of loyalty programs and promotions.  With over 34,000 promotions for Shop Your Way partners on a platform, designed for loyalty and data collection, learn how gamification can help engage and wow your customers; 

    • Integrating seamless digital and physical experiences for your customers
    • Why gamification has been a game-changer for CX at Sears
    • What it takes to build a modern-day loyalty program that works

    How to ensure customer loyalty and retention by using gamification

  • 3:45 PM
    Closing Comments & Thank You.
September 27, 2019