Customer Experience Summit | November 2, 2016 | Renaissance Chicago Downtown - Chicago, IL, USA

↓ Agenda Key

Keynote Presentation

Visionary speaker presents to entire audience on key issues, challenges and business opportunities

Keynote Presentations give attending delegates the opportunity to hear from leading voices in the industry. These presentations feature relevant topics and issues aligned with the speaker's experience and expertise, selected by the speaker in concert with the summit's Content Committee." title="Keynote Presentations give attending delegates the opportunity to hear from leading voices in the industry. These presentations feature relevant topics and issues aligned with the speaker's experience and expertise, selected by the speaker in concert with the summit's Content Committee.

Executive Visions

Panel moderated by Master of Ceremonies and headed by four executives discussing critical business topics

Executive Visions sessions are panel discussions that enable in-depth exchanges on critical business topics. Led by a moderator, these sessions encourage attending executives to address industry challenges and gain insight through interaction with expert panel members." title="Executive Visions sessions are panel discussions that enable in-depth exchanges on critical business topics. Led by a moderator, these sessions encourage attending executives to address industry challenges and gain insight through interaction with expert panel members.

Thought Leadership

Solution provider-led session giving high-level overview of opportunities

Led by an executive from the vendor community, Thought Leadership sessions provide comprehensive overviews of current business concerns, offering strategies and solutions for success. This is a unique opportunity to access the perspective of a leading member of the vendor community." title="Led by an executive from the vendor community, Thought Leadership sessions provide comprehensive overviews of current business concerns, offering strategies and solutions for success. This is a unique opportunity to access the perspective of a leading member of the vendor community.

Think Tank

End user-led session in boardroom style, focusing on best practices

Think Tanks are interactive sessions that place delegates in lively discussion and debate. Sessions admit only 15-20 participants at a time to ensure an intimate environment in which delegates can engage each other and have their voices heard." title="Think Tanks are interactive sessions that place delegates in lively discussion and debate. Sessions admit only 15-20 participants at a time to ensure an intimate environment in which delegates can engage each other and have their voices heard.

Roundtable

Interactive session led by a moderator, focused on industry issue

Led by an industry analyst, expert or a member of the vendor community, Roundtables are open-forum sessions with strategic guidance. Attending delegates gather to collaborate on common issues and challenges within a format that allows them to get things done." title="Led by an industry analyst, expert or a member of the vendor community, Roundtables are open-forum sessions with strategic guidance. Attending delegates gather to collaborate on common issues and challenges within a format that allows them to get things done.

Case Study

Overview of recent project successes and failures

Case Studies allow attending executives to hear compelling stories about implementations and projects, emphasizing best practices and lessons learned. Presentations are immediately followed by Q&A sessions." title="Case Studies allow attending executives to hear compelling stories about implementations and projects, emphasizing best practices and lessons learned. Presentations are immediately followed by Q&A sessions.

Focus Group

Discussion of business drivers within a particular industry area

Focus Groups allow executives to discuss business drivers within particular industry areas. These sessions allow attendees to isolate specific issues and work through them. Presentations last 15-20 minutes and are followed by Q&A sessions." title="Focus Groups allow executives to discuss business drivers within particular industry areas. These sessions allow attendees to isolate specific issues and work through them. Presentations last 15-20 minutes and are followed by Q&A sessions.

Analyst Q&A Session

Moderator-led coverage of the latest industry research

Q&A sessions cover the latest industry research, allowing attendees to gain insight on topics of interest through questions directed to a leading industry analyst." title="Q&A sessions cover the latest industry research, allowing attendees to gain insight on topics of interest through questions directed to a leading industry analyst.

Vendor Showcase

Several brief, pointed overviews of the newest solutions and services

Taking the form of three 10-minute elevator pitches by attending vendors, these sessions provide a concise and pointed overview of the latest solutions and services aligned with attendee needs and preferences." title="Taking the form of three 10-minute elevator pitches by attending vendors, these sessions provide a concise and pointed overview of the latest solutions and services aligned with attendee needs and preferences.

Executive Exchange

Pre-determined, one-on-one interaction revolving around solutions of interest

Executive Exchanges offer one-on-one interaction between executives and vendors. This is an opportunity for both parties to make key business contacts, ask direct questions and get the answers they need. Session content is prearranged and based on mutual interest." title="Executive Exchanges offer one-on-one interaction between executives and vendors. This is an opportunity for both parties to make key business contacts, ask direct questions and get the answers they need. Session content is prearranged and based on mutual interest.

Open Forum Luncheon

Informal discussions on pre-determined topics

Led by a moderator, Open Forum Luncheons offer attendees informal, yet focused discussions on current industry topics and trends over lunch." title="Led by a moderator, Open Forum Luncheons offer attendees informal, yet focused discussions on current industry topics and trends over lunch.

Networking Session

Unique activities at once relaxing, enjoyable and productive

Networking opportunities take various unique forms, merging enjoyable and relaxing activities with an environment conducive to in-depth conversation. These gatherings allow attendees to wind down between sessions and one-on-one meetings, while still furthering discussions and being productive." title="Networking opportunities take various unique forms, merging enjoyable and relaxing activities with an environment conducive to in-depth conversation. These gatherings allow attendees to wind down between sessions and one-on-one meetings, while still furthering discussions and being productive.

 

Wednesday, November 2, 2016 - Customer Experience Summit

7:00 am - 7:55 am

Registration & Networking Breakfast

 

8:00 am - 8:10 am

Welcome Address & Opening Remarks

Presented by:

Brad Jaehn, Former VP of Global Digital Experience , McDonalds View details

 
 

Diane Magers, Chairman of the Board, Customer Experience Professionals Association View details

 
 
 

8:10 am - 8:50 am

Keynote Presentation

The ROI of Customer Centricity

What’s the ROI on that? This crucial question can bedevil efforts to build a customer-centric business culture. Sometimes even narrowly defined customer experience initiatives are undermined by the lack of convincing financials when data collection is spotty or the organization lacks good tools to track cross-channel customer behaviors and model lifetime value economics. And when customer-centricity is viewed as a set of costs rather than as a critical component of driving top line and profit, it inevitably becomes deprioritized. In many companies, therefore, most important challenge is to create consensus at the C-Level and throughout the company’s executive ranks around the ROI case for being customer-centric. 

Takeaways: 

  • Building the analytic infrastructure to track and measure ROI is a journey, not a destination. 
  • You must transform your CFO from a gatekeeper into a champion of CX initiatives. And yes, this can be done. 
  • “Strategy before tactics” should be the maxim that guides your prioritization to maximize ROI.

Presented by:

Christopher Krohn, Vice President, Customer Experience, Sears Holdings Corporation

 
 

8:55 am - 9:35 am

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Keynote Presentation

Turning on the lights: How to turn data into engagement

Join Domo’s Christelle Flahaux, VP, Customer and Field Marketing, as she shares how leveraging the most relevant real-time marketing data can transform customer engagement across all channels, help you get your money in front of the leads that matter most, and tap into one of the industry’s fastest-growing and most profitable trends: account-based marketing.

Sponsored by:

DOMO View details

 
 

Christelle Flahaux, VP, Customer & Field Marketing, DOMO View details

 
 
 

9:45 am - 10:15 am

Executive Exchange

 

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Think Tank

The Power of Hello

In this day of technology, overbooked schedules and multi-tasking, we too often forget the basic common courtesies of human interaction that could lead to an exceptional customer service experience. In the luxury automotive industry, this was ever present at the end of 2015 and it became my mission to create and educate our partners around the “Power of Hello.” This presentation will encourage each participant to examine who they are and how they want to be perceived. In this interactive session, we discuss reasons why “Hello’ has become secondary and how to reframe our perspective to reengage our family, our colleagues and ultimately our customers. What seems to be a very simple concept has the power to challenge the audience around their human interactions and their desire to deliver the ultimate experience to their customers. After the session, each participant will better understand: 

  • How they want to be perceived as a human being vs. what is happening with the other person. 
  • How “The Power of Hello” is about possibility and opportunity vs. just a pleasantry. 
  • How “Hello” will create higher customer satisfaction and loyalty resulting in increased revenue and less employee turnover. 

“The Power of Hello” is relatable, thought provoking and a change agent. I will share our journey that started as a conversation and through a dose of inspiration and passion has become a movement inside our organization. “The Power of Hello” will inspire your participants into action by breathing life into simple acts of kindness.

Presented by:

Jacqueline Jasionowski, Founder & President, Luxtrinsic View details

 
 
 

10:20 am - 10:50 pm

Executive Exchange

 

Thought Leadership

We Wrote The Book, Now You Get The Answers: How to Align Sales & Marketing

Marketing and sales leaders are frustrated with each other. Alignment is an age-old problem and it’s high time we got our collective act together. It’s the only way to survive and thrive with today’s changing buyer dynamic. 

This session is based on original research and content from a new book called “Aligned to Achieve” (Wiley, October 2016). Presenter Andrea Austin is a co-author. Want to know what misalignment is really costing you? Need practical advice on how to go after the problem? We’ll discuss real-world actions for improving your culture, processes, and technology. You’ll learn the financial and strategic impact of getting alignment right.

Sponsored by:

InsideView View details

 
 

Presented by:

Andrea  Austin, VP of Sales , InsideView View details

 
 
 

10:55 am - 11:25 pm

Executive Exchange

 

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Thought Leadership

Why You Need an “Always On Customer Brain” for Magnificent Customer Experience

Truly knowing your customer means more than just collecting data. You must apply that data to be insightful, relevant, and anticipatory. But how do you do these things at scale with millions of customers and a multitude of channels? Today, technology exists to address these challenges at scale. If assembled correctly, you can create a customer “brain” that makes decisions 24x7 to improve experience, predict needs, and ensure your business thrives. As with most technology investments, you have hundreds of options. After this session, you will understand the critical aspects of creating a Customer Decision Hub, which can make customer experience choices in real-time, and why it’s critical that all of your touchpoints work in unison. 

Key Takeaways: 

  • Understand why managing customer interactions in real-time is now essential. 
  • Discover how a Customer Decision Hub can drive higher customer engagement.  
  • Learn the keys to successfully implementing an “always on customer brain”.

Sponsored by:

Pegasystems View details

 
 

Presented by:

Matthew Nolan, Director, Product Marketing, Pegasystems View details

 
 
 

11:30 am - 12:00 pm

Executive Exchange

 

Thought Leadership

Play to Win: Data-Driven Strategies for Pioneering a Customer-First Organization

Personalization at scale is not just for giants like Amazon or Facebook. Forging innovative, data-driven approaches to create one-to-one dialogues with customers takes buy-in across the C-suite and a coordinated cross-channel approach. Many companies want to do this but struggle with how to create and drive an action plan for success. During a fireside chat led by Signal, attendees will hear first-hand how the marketing pioneers at Electronic Arts (EA) are chartering a new course for their organization by leading the transformation to a customer-first company. 

Key topics: 

  • Defining what “customer-first” means for your organization, and driving this change from conception to execution  
  • The role of data and cross-device customer recognition for building cohesive experiences 
  • Building customer value through data and technology partnerships

Sponsored by:

SIGNAL View details

 
 

Presented by:

Glenn White, Director, Marketing Infrastructure, Electronic Arts View details

 
 

Tim   Suther, Founder at Suther Strategic LLC, SIGNAL View details

 
 
 

12:05 pm - 12:35 pm

Executive Exchange

 

Think Tank

Driving an Omni-Channel Experience in Financial Services

Maintaining a consistent client experience is key to ensuring a consistent client relationship, which in turn leads to greater client retention and spend. Maintaining that consistent experience is complicated by the fact that clients now interact with all providers, not just financial services ones, through a variety of channels that can number into the dozens. It is essential to not have just consistency of look and feel across all channels, but consistency of experience, and indeed to allow individual experiences to occur sequentially across all channels.

Takeaways:

  • Client experience is the primary motivator in client retention and reducing client churn is essential to controlling costs
  • Client experience degrades when channel experience conflicts or limits client choice or activity so consistency is key
  • Optimal experience needs a seamless client “experience ecosystem” that, done well, tightens bonds, reduces costs, and increases spend

Presented by:

Lucy Zachman, Managing Director - Digital, Synchrony Financial

 

Think Tank

Going “Glocal”

With the combination of mobile computing opening new channels to more people, and social media allowing them to connect, our world has never been smaller and our access to global markets never been greater. To find optimal success in these global markets we need to tailor our efforts to respect local cultures while also drawing enough of the global culture into local market offerings. Building a glocalization program that creates a seamless fusion of these disparate cultural elements is essential to enhanced success both abroad and at home.

Takeaways:

  • “Think globally, act locally” is a mantra that has never been more relevant or accurate than it is today
  • To be successful globally companies must respect local culture
  • The reverse can be true in that global culture can yield local benefit

Presented by:

Diane Magers, Chairman of the Board, Customer Experience Professionals Association View details

 
 
 

12:40 pm - 1:40 pm

Networking Luncheon

 

1:45 pm - 2:15 pm

Executive Exchange

 

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Think Tank

Fireside Chat: Building (and Scaling) a Brand Through Personalization

Two local startup founders, Raaja Nemani, Co-Founder and CEO, Bucketfeet and Aaron Frazin, Founder and CEO, Charlie share strategies and lessons learned of how they are obtain customers and scale through personalization.

Takeaways:

  • Acquiring customers using personalization in email marketing
  • Capturing customer attention by going viral
  • Building and scaling an organization through personalized customer experiences

Presented by:

Aaron Frazin, Founder and CEO , Charlie

 

Raaja Nemani, Co-Founder and CEO, Bucketfeet

 
 

2:20 pm - 2:50 pm

Executive Exchange

 

Think Tank

Analyzing Customer Voice

In an age of transparency, fueled by digital technologies, social media gives everyone the ability to share their point of view and have it witnessed by thousands, even millions, of people within minutes. In this social age, the customer has found their voice and they are using it; they relate their pain points with products, why they chose a specific product, and what they perceive various products to be. With companies these days having a global footprint, it is apparent that customer’s needs, expectations and viewpoints differ across geographies, cultures and markets. To be able to make sense of this data, Customer Experience leaders need to be armed with a new breed of analytics, one that can unite precision with agility and flexibility.

Takeaways:

  • Identify best practices to use the customers voice to your advantage
  • Learn how to analyze social data in ways that are actionable by your teams across the globe
  • Discover how to use social media analysis to develop successful CX strategies

Presented by:

Tim Perek, Head of Customer Experience- North America, Schneider Electric View details

 
 
 

2:55 pm - 3:25 pm

Executive Exchange

 

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Think Tank

Making Your Brand Promise Your Customer Experience Mission

Your brand promise is what customers can expect, typically written from the company perspective. Some aim higher and try to highlight great service as part of the “essence” of the brand, but too few do this successfully.

Let’s face it- You can’t always worry about the small details in your customer service as you scale. With new layers and processes creating customer service issues you've never had to think about before, your true brand promise gets lost somewhere between all those urgent emails and calls. Creating a customer service strategy around an excellent overall experience is vital, but it's not enough.

You need a customer experience mission.

Whether it’s also your public mission statement or not, it’s the secret sauce that keeps your entire organization focused on the customer. It’s your key to understanding the improvements and innovations necessary to maximize customer retention and maintain a solid brand image.

A well-established customer experience mission can provide everlasting fuel for a culture where front-line employees are empowered to react to new situations and deliver outstanding solutions quickly, but you have to get the fire started first!

Attend this session and hear how Jeannie Walters can help you build a customer experience mission that will drive a strong service culture and outstanding experiences for the long term.

Presented by:

Jeannie Walters, CEO & Chief Customer Experience Investigator, 360Connext View details

 
 
 

3:30 pm - 4:00 pm

Executive Exchange

 

Think Tank

Things to consider for 2017 Digital Marketing Plan

In an age of disruptions fueled by digital technology, planning and prioritizing for the year ahead helps you stay competitive. Which marketing activity will make the largest impact to your business? Today’s customers are harder to win and easier to lose. You need to be both aware and benefit from these underlying shifts in the marketplace.

 Takeaways:

- What mega trends you should think about incorporating in 2017

- What’s new with Content

- Personalization

- New ways to Engage (quizzes, case studies)

- Known vs Anonymous

- Automated content

- The next state of responsiveness

- Social: Facebook, Snapchat … Predictable

- 2017 Planning, best practices: Workshops, Analysis

Presented by:

Muhammad Zeeshan, Director, Digital Marketing & User Experience, BNY Mellon

 
 

4:05 pm - 4:35 pm

Executive Exchange

 

Think Tank

Delighting Customers to Build Loyalty

To be successful in today’s digital world, marketing leaders need to understand how to sift through the reams of available data, find the most interesting and relevant pieces, and translate those into actionable insights. These insights need to be leveraged to predict consumer wants and needs, and to build out customer experiences that surprise and delight. Care needs to be taken though to ensure balance between the demand for personalized experience and the desire to maintain personal privacy lest experiences instead lead to alarm and dismay.

Takeaways:

  • Data is the driver of customer experience; only through deep granular analysis can relevant models be developed
  • Localization of focus and effort is key to success – what delights one audience can easily offend another
  • Maintaining and respecting privacy is essential throughout and marketers will have to walk the tight-rope through between too much and not enough

Presented by:

Adrienne Marcotte, Senior Director, Enterprise Client Interactions & Campaign Management, CIBC View details

 
 
 

4:40 pm - 5:20 pm

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Executive Visions

Driving an Omni-Channel Experience

Maintaining a consistent client experience is key to ensuring a consistent client relationship, which leads to greater client retention and spend. Maintaining that consistent experience is complicated by the fact that clients now interact with companies through a variety of channels that can number into the dozens. It is essential to not have just consistency of look and feel across all channels, but consistency of experience, and indeed to allow individual experiences to occur sequentially across all channels.

Takeaways:

  • Client experience is the primary motivator in client retention
  • Client experience degrades when channel experience conflicts or limits client choice or activity
  • Optimal experience needs a seamless client “experience ecosystem”

Moderated by:

James Quin, VP, Events , CDM Media View details

 
 

Panelists:

Diane Magers, Chairman of the Board, Customer Experience Professionals Association View details

 
 

Kathryn Churches, Director, Customer Experience, American Family Insurance View details

 
 

Tim Perek, Head of Customer Experience- North America, Schneider Electric View details

 
 
 

5:20 pm - 5:30 pm

Thank You Address and Closing Remarks

Presented by:

Brad Jaehn, Former VP of Global Digital Experience , McDonalds View details

 
 

Diane Magers, Chairman of the Board, Customer Experience Professionals Association View details

 
 
 

5:30 pm - 7:00 pm

Cocktails & Networking