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Chief Customer Officers & Influencers, USA

February 4–5 2020, Atlanta, GA

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Conference Day 1
5 February
08:00

Registration & Breakfast

Registration & Breakfast

February 5 | 08:00 - 08:45

Contact the Team

Speaking:

08:45

Chair's Opening Remarks

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Chair's Opening Remarks

February 5 | 08:45 - 09:00

Contact the Team

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

09:00

How to Make Customer Centricity the Heart of Your Digital Transformation

  • All digital transformation plans should start with the customer needs and cause organizational changes accordingly
  • The transformation process is inherently collaborative – both internally and externally
  • Strategies that have worked for digitally advanced companies that you can implement today

Speaking:

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

How to Make Customer Centricity the Heart of Your Digital Transformation

February 5 | 09:00 - 09:30

  • All digital transformation plans should start with the customer needs and cause organizational changes accordingly
  • The transformation process is inherently collaborative – both internally and externally
  • Strategies that have worked for digitally advanced companies that you can implement today

Contact the Team

Speaking:

Zack Hamilton - Aarons

Zack Hamilton

Aaron's

09:30

Panel: Where Can Automation Be Used for Greater Customer Experience?

  • Automation can feel cold and impersonal. But, when used properly, it frees up time, eliminates bottlenecks, and can help manage your customer’s journey better than humans alone
  • The customer has to be at the heart of automation – you have to find out where they’re willing to interact with the machine
  • Implementing a customer-first automation system requires buy-in from analytics, data science, and more – it’s time to build a solid roadmap.
  • How are the panellists implementing automation and what innovations should you be exploring?

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Greg Cohen

Greg Cohen

Senior Director, Digital Engagement, Westrock

Sangeetha Rai

Sangeetha Rai

VP, Technology Customer Success, Northwestern Mutual

Medelyan

Alyona Medelyan

CEO, Thematic

Panel: Where Can Automation Be Used for Greater Customer Experience?

February 5 | 09:30 - 10:00

  • Automation can feel cold and impersonal. But, when used properly, it frees up time, eliminates bottlenecks, and can help manage your customer’s journey better than humans alone
  • The customer has to be at the heart of automation – you have to find out where they’re willing to interact with the machine
  • Implementing a customer-first automation system requires buy-in from analytics, data science, and more – it’s time to build a solid roadmap.
  • How are the panellists implementing automation and what innovations should you be exploring?

Contact the Team

Speaking:

Sangeetha Rai

Sangeetha Rai

Northwestern Mutual

Crystal Collier

Crystal Collier

Electronic Arts

Greg Cohen

Greg Cohen

Westrock

Medelyan

Alyona Medelyan

Thematic

10:00

Super Food Morning Break

Held in the exhibition hall.

Super Food Morning Break

February 5 | 10:00 - 10:30

Held in the exhibition hall.

Contact the Team

Speaking:

10:30

Embedding Customer Centricity into Operations: From the C-Suite to the Front Line

  • Move from shared vision to tangible business outcomes (hint: it requires more than just change management)
  • Write the customer into your organization’s DNA
  • Build momentum to transform beliefs into lasting behaviors

Speaking:

Camille Nicita - Gongos-1

Camille Nicita

President & CEO, Gongos

Sarah Tarraf

Sarah Tarraf

Director, Customer Experience, Gongos

Embedding Customer Centricity into Operations: From the C-Suite to the Front Line

February 5 | 10:30 - 11:00

  • Move from shared vision to tangible business outcomes (hint: it requires more than just change management)
  • Write the customer into your organization’s DNA
  • Build momentum to transform beliefs into lasting behaviors
Contact the Team

Speaking:

Sarah Tarraf

Sarah Tarraf

Gongos

Camille Nicita - Gongos-1

Camille Nicita

Gongos

11:00

Empathy - Going Beyond the Buzz to Understand What It Means for Your Customers and Your Business

  • We’ve all heard the buzzword but what does it mean? Is it different for B2B organizations?
  • You need to transform the soft skill of empathy into a practical, measurable action
  • Developing the skill of empathy across the company – from product development to IT teams
  • Context is at the heart of empathy – it’s only when we understand the friction that we can help

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Empathy - Going Beyond the Buzz to Understand What It Means for Your Customers and Your Business

February 5 | 11:00 - 11:30

  • We’ve all heard the buzzword but what does it mean? Is it different for B2B organizations?
  • You need to transform the soft skill of empathy into a practical, measurable action
  • Developing the skill of empathy across the company – from product development to IT teams
  • Context is at the heart of empathy – it’s only when we understand the friction that we can help
Contact the Team

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

11:30

Leadership in a Customer Centric World

There’s one thing all businesses have in common - we must focus on our customers first. In a world where any experience can be shared in a matter of seconds to hundreds or thousands - it’s key to try to make every experience great.

Now - how do we define a great experience? One where a business is able to anticipate the need and proactively mitigate the need from happening. In order to offer this, businesses and their teams need to be leaders and set the stage. Empower your teams to do what’s best for your customers by leveraging technology to make each experience effortless.

Join this conversation to hear more about:

  • Developing an integrated interface to align dialogue regardless of channel
  • Improve efficiency and productivity through self-service, live chat and messaging
  • Simplify and personalize each engagement with the customer
  • Manage and monitor interactions through a single dashboard

Speaking:

Roshni Sondhi

Roshni Sondhi

Director, Customer Success North & South America, Zendesk

Leadership in a Customer Centric World

February 5 | 11:30 - 12:00

There’s one thing all businesses have in common - we must focus on our customers first. In a world where any experience can be shared in a matter of seconds to hundreds or thousands - it’s key to try to make every experience great.

Now - how do we define a great experience? One where a business is able to anticipate the need and proactively mitigate the need from happening. In order to offer this, businesses and their teams need to be leaders and set the stage. Empower your teams to do what’s best for your customers by leveraging technology to make each experience effortless.

Join this conversation to hear more about:

  • Developing an integrated interface to align dialogue regardless of channel
  • Improve efficiency and productivity through self-service, live chat and messaging
  • Simplify and personalize each engagement with the customer
  • Manage and monitor interactions through a single dashboard

Contact the Team

Speaking:

Roshni Sondhi

Roshni Sondhi

Zendesk

12:00

Lunch

Lunch

February 5 | 12:00 - 13:00

Contact the Team

Speaking:

Discussion Group A | Internal Storytelling

1:00

Building the Employee Experience for an Excellent Customer Experience

Speaking:

Nitin Badjatia headshot

Nitin Badjatia

Head of Business Strategy, ServiceNow

Mindy King Thyssenkrupp

Mindy King

Director of Customer Experience, Thyssenkrupp

Wendy Gutierrez

Wendy Gutierrez

CX Enterprise Strategy Lead, Equifax

Building the Employee Experience for an Excellent Customer Experience

February 5 | 13:00 - 13:45

Contact the Team

Speaking:

Mindy King Thyssenkrupp

Mindy King

Thyssenkrupp

Wendy Gutierrez

Wendy Gutierrez

Equifax

Nitin Badjatia headshot

Nitin Badjatia

ServiceNow

Discussion Group B | B2C

1:00

Benchmarking Report: Creating an Essential Checklist to Ensure Journey Mapping Excellence

Speaking:

Dann Allen

Dann Allen

Customer Experience Executive, MUFG UnionBank

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Kamal Nayak-1

Kamal Nayak

Digital Engineering Leader, Hilton Hotels

Rukesh Reddy

Rukesh Reddy

Head of Digital Governance & Capabilities, Citi

Benchmarking Report: Creating an Essential Checklist to Ensure Journey Mapping Excellence

February 5 | 13:00 - 13:45

Contact the Team

Speaking:

Kamal Nayak-1

Kamal Nayak

Hilton Hotels

Crystal Collier

Crystal Collier

Electronic Arts

Rukesh Reddy

Rukesh Reddy

Citi

Dann Allen

Dann Allen

MUFG UnionBank

Discussion Group C | B2B

1:00

B2B Journey Mapping: What Does Success Look Like and How Do We Build a Playbook

Speaking:

0-169546

Rosalyn Curato

Chief Customer Officer, Allovue

Kyle Kwelty

Kyle Kwelty

Director, Client Relations Strategy , ARI

B2B Journey Mapping: What Does Success Look Like and How Do We Build a Playbook

February 5 | 13:00 - 13:45

Contact the Team

Speaking:

0-169546

Rosalyn Curato

Allovue

Kyle Kwelty

Kyle Kwelty

ARI

Discussion Group A | Internal Storytelling

1:45

Creating an Internal Brand Management Strategy for Associate and Customer Excellence

Speaking:

0-5

Clayton Costa

Head of Customer Experience, Turvo Inc.

Martha Craft

Martha Craft

Former VP, Customer Experience, Rollins Inc (Transitioning)

Creating an Internal Brand Management Strategy for Associate and Customer Excellence

February 5 | 13:45 - 14:30

Contact the Team

Speaking:

0-5

Clayton Costa

Turvo Inc.

Martha Craft

Martha Craft

Rollins Inc (Transitioning)

Discussion Group B | B2C

1:45

How Can We Utilize AI and Machine Learning to Improve Our Customer Insights and Experience?

Speaking:

Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

Ben Vigoda

Ben Vigoda

CEO, Gamalon

Steve Adams

Steven Adams

SVP, Head of Customer Experience BI & Analytics, TD

How Can We Utilize AI and Machine Learning to Improve Our Customer Insights and Experience?

February 5 | 13:45 - 14:30

Contact the Team

Speaking:

Steve Adams

Steven Adams

TD

Josue Berlanga

Josue Berlanga

Walmart eCommerce Mexico

Ben Vigoda

Ben Vigoda

Gamalon

Discussion Group C | B2B

1:45

How Can We Fully Utilize IIoT Data to Help Gain Insight and Build a Best-In-Class Customer Experience?

Speaking:

Frank Borovsky

Frank Borovsky

VP, IT, Club Car

How Can We Fully Utilize IIoT Data to Help Gain Insight and Build a Best-In-Class Customer Experience?

February 5 | 13:45 - 14:30

Contact the Team

Speaking:

Frank Borovsky

Frank Borovsky

Club Car

2:30

Local Treats Networking Break

Held in the exhibition area.

Local Treats Networking Break

February 5 | 14:30 - 15:00

Held in the exhibition area.

Contact the Team

Speaking:

3:00

Creating, Measuring and Demonstrating the ROI of Customer Experience

  • We all know that the greatest disrputive force in business today is customer-centricity, but how do we demonstrate the fiscal benefits?
  • Qualative measurements are only acceptable during positive business periods - you must be able to show clear, quantative ROI to maintain a positive business relationship.

Speaking:

Dann Allen

Dann Allen

Customer Experience Executive, MUFG UnionBank

Creating, Measuring and Demonstrating the ROI of Customer Experience

February 5 | 15:00 - 15:30

  • We all know that the greatest disrputive force in business today is customer-centricity, but how do we demonstrate the fiscal benefits?
  • Qualative measurements are only acceptable during positive business periods - you must be able to show clear, quantative ROI to maintain a positive business relationship.
Contact the Team

Speaking:

Dann Allen

Dann Allen

MUFG UnionBank

3:30

Customer Experience in B2B Companies - Where Does it Differ, What Has to Change, and How Can we Use CX To Differentiate?

  • 86% of B2B customer said they couldn't differentiate between providers enough to pay higher costs - this is a huge opportunity for CX professionals to cease
  • Most B2B customers are still human and the needs and wants of B2C and B2B customers don't vary much (time, ease, enjoyment) - how do we impliment a CX that triggers the same response on a B2B level?
  • Where are the major differences? Are there lessons we can teach B2C companies?

Speaking:

Lori Laflin

Lori Laflin

Customer Experience Champion, Cargill

Customer Experience in B2B Companies - Where Does it Differ, What Has to Change, and How Can we Use CX To Differentiate?

February 5 | 15:30 - 16:00

  • 86% of B2B customer said they couldn't differentiate between providers enough to pay higher costs - this is a huge opportunity for CX professionals to cease
  • Most B2B customers are still human and the needs and wants of B2C and B2B customers don't vary much (time, ease, enjoyment) - how do we impliment a CX that triggers the same response on a B2B level?
  • Where are the major differences? Are there lessons we can teach B2C companies?
Contact the Team

Speaking:

Lori Laflin

Lori Laflin

Cargill

4:00

Panel: Can a WOW Customer Experience Be Consistent?

  • We enjoy knowing the experience beforehand making consistency fundamental to customer success
  • Designing the ideal customer experience is the easy part – maintaining it is hard!
  • What are the early warning signs for customer experience failings? How do you implement remedial measures?
  • How do you ensure consistency when dealing with third parties or intermediaries?

Speaking:

Brian Powers

Brian Powers

Head of Customer Experience & Engagement, Global Consumer Solutions, Equifax

Brian Kenny

Brian Kenny

Managing Director, Strategic Customer Growth, Markel

Lori Laflin

Lori Laflin

Customer Experience Champion, Cargill

Panel: Can a WOW Customer Experience Be Consistent?

February 5 | 16:00 - 16:30

  • We enjoy knowing the experience beforehand making consistency fundamental to customer success
  • Designing the ideal customer experience is the easy part – maintaining it is hard!
  • What are the early warning signs for customer experience failings? How do you implement remedial measures?
  • How do you ensure consistency when dealing with third parties or intermediaries?

Contact the Team

Speaking:

Brian Powers

Brian Powers

Equifax

Brian Kenny

Brian Kenny

Markel

Lori Laflin

Lori Laflin

Cargill

4:30

Q&A with the Advisory Board

Happy Hour Panel! Open Q&A for your burning questions!

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Amanda Flashner-1

Amanda Flashner

SVP, Customer Experience, LendingPoint

Camille Nicita - Gongos-1

Camille Nicita

President & CEO, Gongos

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

Q&A with the Advisory Board

February 5 | 16:30 - 17:00

Happy Hour Panel! Open Q&A for your burning questions!

Contact the Team

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

Zack Hamilton - Aarons

Zack Hamilton

Aaron's

Camille Nicita - Gongos-1

Camille Nicita

Gongos

Amanda Flashner-1

Amanda Flashner

LendingPoint

5:00

Chair's Closing Remarks

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Chair's Closing Remarks

February 5 | 17:00 - 17:15

Contact the Team

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

5:15

CEMOSoft Networking Drinks Reception

Held in exhbition area.

Speaking:

CEMOSoft Networking Drinks Reception

February 5 | 17:15 - 18:15

Held in exhbition area.

Contact the Team

Speaking:

5:30

Dinner Masterclass: Value and ROI - Turning Concepts into Impact

Translating customer engagement, VoC and Journey Maps into business results is a challenge for most organizations. The C-Suite and other stakeholders need to understand how CX delivers clear business results in order to prioritize and invest in the CX Strategy. We will share how you can target, measure and achieve benefits of increased revenue per customer, call reduction, reduced attrition, referral increases, and reduce cost to serve from customer experience improvements – while you engage your customers.

  • Understand how to define and link CX measures, metrics and business value for your organization
  • Learn ways to quantify the value of customer experience
  • Demonstrate how CX goes from a cost center to a profit center
  • Examine ways to think differently about business results and ROI
  • How to gain resources by demonstrating business value

Speaking:

Diane Magers

Diane Magers

Interim CEO, Customer Experience Professionals Association

0-11

Robert Azman

Vice Chairman - Board of Directors, CXPA

Dinner Masterclass: Value and ROI - Turning Concepts into Impact

February 5 | 17:30 - 18:30

Translating customer engagement, VoC and Journey Maps into business results is a challenge for most organizations. The C-Suite and other stakeholders need to understand how CX delivers clear business results in order to prioritize and invest in the CX Strategy. We will share how you can target, measure and achieve benefits of increased revenue per customer, call reduction, reduced attrition, referral increases, and reduce cost to serve from customer experience improvements – while you engage your customers.

  • Understand how to define and link CX measures, metrics and business value for your organization
  • Learn ways to quantify the value of customer experience
  • Demonstrate how CX goes from a cost center to a profit center
  • Examine ways to think differently about business results and ROI
  • How to gain resources by demonstrating business value

Contact the Team

Speaking:

Diane Magers

Diane Magers

Customer Experience Professionals Association

0-11

Robert Azman

CXPA

Conference Day 2
6 February
07:30

Registration Opens

Registration Opens

February 6 | 07:30 - 08:00

Contact the Team

Speaking:

Invitation Only Breakfast Workshop

07:45

Breakfast Workshop: Operationalizing Customer Centricity as a Strategy for Growth

Knowing and acting on customer needs is perhaps the most important competitive advantage an organization can build. And while most organizations claim to be customer-centric, few have the checks and balances in place to ensure customer centricity is operationalized as a strategy for growth.

Leveraging its Decision Intelligence framework and DICE Assessment Tool, Gongos, Inc. helps organizations gain and apply the wisdom necessary to inspire consumer-minded decision making, and transform decisions into action.

In this workshop:

  • Understand the ways a customer-centric strategy brings opportunity to break down internal silos and create organizational synergies
  • Explore specific tactics and metrics to keep a pulse on how well your organization is grounding itself in the customer to create new value
  • Receive a personalized assessment of how your organization operationalizes customer centricity to understand what near-term opportunities exist to evolve your approaches; and learn how to overcome barriers to adoption
  • Learn directly from your peers and how they prioritize decision intelligence initiatives amidst competing organizational demands

Speaking:

Camille Nicita - Gongos-1

Camille Nicita

President & CEO, Gongos

Sarah Tarraf

Sarah Tarraf

Director, Customer Experience, Gongos

Breakfast Workshop: Operationalizing Customer Centricity as a Strategy for Growth

February 6 | 07:45 - 08:45

Knowing and acting on customer needs is perhaps the most important competitive advantage an organization can build. And while most organizations claim to be customer-centric, few have the checks and balances in place to ensure customer centricity is operationalized as a strategy for growth.

Leveraging its Decision Intelligence framework and DICE Assessment Tool, Gongos, Inc. helps organizations gain and apply the wisdom necessary to inspire consumer-minded decision making, and transform decisions into action.

In this workshop:

  • Understand the ways a customer-centric strategy brings opportunity to break down internal silos and create organizational synergies
  • Explore specific tactics and metrics to keep a pulse on how well your organization is grounding itself in the customer to create new value
  • Receive a personalized assessment of how your organization operationalizes customer centricity to understand what near-term opportunities exist to evolve your approaches; and learn how to overcome barriers to adoption
  • Learn directly from your peers and how they prioritize decision intelligence initiatives amidst competing organizational demands
Contact the Team

Speaking:

Sarah Tarraf

Sarah Tarraf

Gongos

Camille Nicita - Gongos-1

Camille Nicita

Gongos

08:45

Chair's Opening Remarks

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Chair's Opening Remarks

February 6 | 08:45 - 09:00

Contact the Team

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

09:00

Your Perfect Day: an Amazingly Simple way to Innovate

  • What if designing award-winning solutions could be as enjoyable as designing your Dream Home or your Wedding Day?
  • Learn how to design your customers' “Perfect Day” through a highly collaborative and simple process which doesn't require any sticky notes, PowerPoint or Spreadsheets
  • Instead relies on dreaming, storytelling, drawing and most importantly; empowering your customers to co-own the design.

Speaking:

Nick Allen

Nick Allen

Global Director of Design & User Experience, GE Healthcare

Your Perfect Day: an Amazingly Simple way to Innovate

February 6 | 09:00 - 09:45

  • What if designing award-winning solutions could be as enjoyable as designing your Dream Home or your Wedding Day?
  • Learn how to design your customers' “Perfect Day” through a highly collaborative and simple process which doesn't require any sticky notes, PowerPoint or Spreadsheets
  • Instead relies on dreaming, storytelling, drawing and most importantly; empowering your customers to co-own the design.
Contact the Team

Speaking:

Nick Allen

Nick Allen

GE Healthcare

09:45

Insight to Actions – Insight Techniques that will Drive Customer Retention and Growth

  • Not all data is created equal – ensure your insight techniques reflect the needs of the customers
  • Data is everywhere – strategically expanding your insight channels
  • Semantic Analysis – how does it work and can it improve your insight actions?
  • How do we act on insight to increase customer satisfaction, growth, and, ultimately, profit?
  • Real techniques to start deploying today

Speaking:

Steve Adams

Steven Adams

SVP, Head of Customer Experience BI & Analytics, TD

Insight to Actions – Insight Techniques that will Drive Customer Retention and Growth

February 6 | 09:45 - 10:15

  • Not all data is created equal – ensure your insight techniques reflect the needs of the customers
  • Data is everywhere – strategically expanding your insight channels
  • Semantic Analysis – how does it work and can it improve your insight actions?
  • How do we act on insight to increase customer satisfaction, growth, and, ultimately, profit?
  • Real techniques to start deploying today
Contact the Team

Speaking:

Steve Adams

Steven Adams

TD

10:15

Panel: The Customer of 2025 - Preparing for the Future

  • AI, automation, robotics - the world of the near future is already alien!
  • Studies show post-Millennials are tech savvy, demanding, and risk-adverse - how can we prepare our company to deliver for this cohort?
  • What comes after Z? Predicting the future and what it will mean for the customer-centric executive

Speaking:

Sabrina Basht

Sabrina Basht

Chief Strategy Officer, Best Egg

Kyle Kwelty

Kyle Kwelty

Director, Client Relations Strategy , ARI

David Garcia

David Garcia

VP, Customer Experience, Atlanta Hawks

Martha Craft

Martha Craft

Former VP, Customer Experience, Rollins Inc (Transitioning)

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

Panel: The Customer of 2025 - Preparing for the Future

February 6 | 10:15 - 10:45

  • AI, automation, robotics - the world of the near future is already alien!
  • Studies show post-Millennials are tech savvy, demanding, and risk-adverse - how can we prepare our company to deliver for this cohort?
  • What comes after Z? Predicting the future and what it will mean for the customer-centric executive
Contact the Team

Speaking:

Josh Ives - Samsung

Josh Ives

Samsung Electronics

Sabrina Basht

Sabrina Basht

Best Egg

Kyle Kwelty

Kyle Kwelty

ARI

David Garcia

David Garcia

Atlanta Hawks

Martha Craft

Martha Craft

Rollins Inc (Transitioning)

10:45

Experience Economy

Technology is so tightly woven into the fabric of our daily lives that it has altered our values and changed what it means to be happy. Our attention spans are short and our patience is thin. We expect unlimited choice and convenience – from purchases arriving in hours, to cars arriving in minutes, to answers arriving in seconds.

This is the Experience Economy, where someone’s experience with a brand is inseparable from the value of the goods and services the brand provides. In the Experience Economy, customers are the true innovators. They are re-inventing how they discover, engage, consume, and seek service. And they expect brands to keep up.

Customer intelligence is what powers the Experience Economy. Every human and every system that encounters a customer must have access to data and insights to personalize the experience, anticipate their needs, and strengthen the relationship. Thriving in the Experience Economy means tearing down walls between internal functions, eliminating data silos, and forging these true connections – with connected data as the foundation for deriving connected intelligence, and delivering connected experiences.

Speaking:

angela Wells

Angela Wells

Senior Director, Oracle CX

Experience Economy

February 6 | 10:45 - 11:15

Technology is so tightly woven into the fabric of our daily lives that it has altered our values and changed what it means to be happy. Our attention spans are short and our patience is thin. We expect unlimited choice and convenience – from purchases arriving in hours, to cars arriving in minutes, to answers arriving in seconds.

This is the Experience Economy, where someone’s experience with a brand is inseparable from the value of the goods and services the brand provides. In the Experience Economy, customers are the true innovators. They are re-inventing how they discover, engage, consume, and seek service. And they expect brands to keep up.

Customer intelligence is what powers the Experience Economy. Every human and every system that encounters a customer must have access to data and insights to personalize the experience, anticipate their needs, and strengthen the relationship. Thriving in the Experience Economy means tearing down walls between internal functions, eliminating data silos, and forging these true connections – with connected data as the foundation for deriving connected intelligence, and delivering connected experiences.

Contact the Team

Speaking:

angela Wells

Angela Wells

Oracle CX

11:15

Refresh Morning Break

Held in the exhibition area

Refresh Morning Break

February 6 | 11:15 - 11:45

Held in the exhibition area

Contact the Team

Speaking:

Mini-Workshop A | Business & Operations

11:45

Working with Business Leaders for a Clear, Goal Driven CX Strategy

Speaking:

Mindy King Thyssenkrupp

Mindy King

Director of Customer Experience, Thyssenkrupp

Working with Business Leaders for a Clear, Goal Driven CX Strategy

February 6 | 11:45 - 12:30

Contact the Team

Speaking:

Mindy King Thyssenkrupp

Mindy King

Thyssenkrupp

Mini-Workshop B | Transformation

11:45

Redefining Loyalty on the Path to Creating Extraordinary Customer Experiences

When challenging conventional wisdom contributes to positive change, what is not to like? When it comes to concepts like brand loyalty and creating amazing customer experiences, how about we deviate from the beaten path and try something new, versus trying to squeeze out some more efficiency percentage points out of old solutions? Take brand loyalty: What if we reversed the "loyalty equation"... what if brands tried to become more loyal to the consumer, rather than just focusing inward? Loyalty to groups or organizations is about becoming part of a community, so we need to ask ourselves: how can we become part of the consumer community and show them that we are making an effort to be where they are, and to make things easy for them? Might we give a try to think that service is not only what we do for the customer but rather what we enable the customer to do. In this workshop, we will explore these questions and understand how embracing customer communication based on messaging versus picking up the phone can contribute to happier and more productive agents, which results in happier and more engaged customers, an extraordinary customer experience, which results in mutual loyalty and much better business outcomes

Speaking:

Joe Gagnon

Joe Gagnon

CEO, Sparkcentral

Redefining Loyalty on the Path to Creating Extraordinary Customer Experiences

February 6 | 11:45 - 12:30

When challenging conventional wisdom contributes to positive change, what is not to like? When it comes to concepts like brand loyalty and creating amazing customer experiences, how about we deviate from the beaten path and try something new, versus trying to squeeze out some more efficiency percentage points out of old solutions? Take brand loyalty: What if we reversed the "loyalty equation"... what if brands tried to become more loyal to the consumer, rather than just focusing inward? Loyalty to groups or organizations is about becoming part of a community, so we need to ask ourselves: how can we become part of the consumer community and show them that we are making an effort to be where they are, and to make things easy for them? Might we give a try to think that service is not only what we do for the customer but rather what we enable the customer to do. In this workshop, we will explore these questions and understand how embracing customer communication based on messaging versus picking up the phone can contribute to happier and more productive agents, which results in happier and more engaged customers, an extraordinary customer experience, which results in mutual loyalty and much better business outcomes

Contact the Team

Speaking:

Joe Gagnon

Joe Gagnon

Sparkcentral

Mini-Workshop A | Business & Operations

12:30

Creating a Budget for Customer Experience Excellence

Speaking:

Josue Berlanga

Josue Berlanga

Director Customer Care & Customer Experience, Walmart eCommerce Mexico

Creating a Budget for Customer Experience Excellence

February 6 | 12:30 - 13:15

Contact the Team

Speaking:

Josue Berlanga

Josue Berlanga

Walmart eCommerce Mexico

Mini-Workshop B | Transformation

12:30

Procuring A Full-Tech Stack and Integrate It Into Your Organization for Maximum ROI

Speaking:

Greg Cohen

Greg Cohen

Senior Director, Digital Engagement, Westrock

Ethan Hull

Ethan Hull

Head of Customer Success, Barrick Gold Corporation

Procuring A Full-Tech Stack and Integrate It Into Your Organization for Maximum ROI

February 6 | 12:30 - 13:15

Contact the Team

Speaking:

Greg Cohen

Greg Cohen

Westrock

Ethan Hull

Ethan Hull

Barrick Gold Corporation

1:15

Lunch

Lunch

February 6 | 13:15 - 14:15

Contact the Team

Speaking:

2:15

What’s your story? How to influence an entire enterprise when you’re not the CEO

It’s unlikely that your entire company is accountable to you. But if you’re going to move the needle, you need to enroll everyone across the business. We’ll walk through a simple and practical model to appeal to employees across functions and up and down the organization. You’ll learn how to:

• Develop an overarching story that explains the value of CX and galvanizes the entire organization (your CX brand story)

• Address the value drivers and metrics for different functions across the business (your segment audiences)

• Leverage tools and techniques to reinforce your internal CX brand and drive action

Speaking:

Sondra Kiss

Sondra Kiss

Managing Partner, Customer Success, Kissinger Group

What’s your story? How to influence an entire enterprise when you’re not the CEO

February 6 | 14:15 - 14:45

It’s unlikely that your entire company is accountable to you. But if you’re going to move the needle, you need to enroll everyone across the business. We’ll walk through a simple and practical model to appeal to employees across functions and up and down the organization. You’ll learn how to:

• Develop an overarching story that explains the value of CX and galvanizes the entire organization (your CX brand story)

• Address the value drivers and metrics for different functions across the business (your segment audiences)

• Leverage tools and techniques to reinforce your internal CX brand and drive action

Contact the Team

Speaking:

Sondra Kiss

Sondra Kiss

Kissinger Group

2:45

How to Increase Customer Engagement with a Consistent Experience Across All Channels

• Moving from multi-channel to omni-channel with a holistic experience across the customer journey

• Different channels offer different potentials for engagement and frustration – ensure you’re using each experience to maximize value for you and the customer

• Build your new channel strategies for a seamless engagement for all your customers

Speaking:

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

How to Increase Customer Engagement with a Consistent Experience Across All Channels

February 6 | 14:45 - 15:15

• Moving from multi-channel to omni-channel with a holistic experience across the customer journey

• Different channels offer different potentials for engagement and frustration – ensure you’re using each experience to maximize value for you and the customer

• Build your new channel strategies for a seamless engagement for all your customers

Contact the Team

Speaking:

Josh Ives - Samsung

Josh Ives

Samsung Electronics

3:15

Customer Journeys - Going Beyond Feature Spotting for Radical Operational Change

  • Customer journeys often fall into the trap of tweaking already established touchpoints – it’s time for an overhaul!
  • Moving from process centric to customer centric journeys for maximum customer growth
  • How creating an “ideal” journey can help influence sweeping change
  • Strategies to implement journey mapping that will increase revenue and customer success

Speaking: