Interactive & Highly Collaborative Content

Tuesday, February 25, 2020

8:30 AM

Registration, Breakfast, and Exhibition

9:00 AM

Welcome and Headliner - Is Your Customer Experience Your Brand?

Headliner: Melissa Kivett, Senior Vice President, Chief Customer Experience & Marketing Officer, Individual Solutions Group, Prudential Financial

The customer experience revolution has taken hold in many industries. Consumers are no longer buying products or services; they are buying experiences. Companies that outperform their competitors in customer experience have a more appealing stock price, growth, and ROI. Even with the best business strategy, the best technology, the best people delivering the best solutions – you have to give customers a great experience.

Key Take-Aways:

  • Real-world examples of companies that are winning on experience
  • Insight into CX strategies to meet the changing needs of consumers
  • Strategy for building advocacy across the entire experience, and relentlessly improve the customer journey

9:50 AM

Executive Presentation and Crowdsource - Socializing CX Across the Organization

Rockstar Insights: Rachna Dayal Goel, Global Director, Strategic Programs, Johnson & Johnson
Michelle Fromholzer, Senior Director, Customer Focused Innovation, The Janssen Pharmaceutical Companies of Johnson & Johnson

Customer experience is critical to the success of a business. Everyone wants to own it and ensure they provide amazing experience to their customers. But what should companies really focus on in the CX space and how do you rally big organizations behind this dream? It is critical to ensure that an organizations CX approach is aligned to their overall strategy. This begs asking some fundamental questions and adopting approaches that will lead to success.

Key Take-Aways:

  • Success factors for making CX a priority in a big, or any, organization
  • A framework for socializing CX across the organization
  • Approaches and skills needed for building ROI for CX as well as lessons learned
  • A list of solutions and suggestions designed by the collective audience

10:35 AM

Upside Down Networking Reception: Mimosas & Bloody Marys

Not your average coffee break! We’re flipping the schedule and starting our cocktail reception early…really early! Mingle with mimosas & bloody marys during the upside down reception to kick off your morning.

11:05 AM

Speed Runs - How to Get CX a Seat at the Product Design Table

Rockstar Insights: Josh Reynolds, Senior Director of Product and Partner Engagement – Worldwide Customer Experience, Electronic Arts

In this session Josh will share insights on why your organization should build a partner role specifically for bridging the gap between CX and product. And you’ll learn why product teams now ask his CX group to submit feature requests during development.

Key Take-Aways:

Insight on how experience design will turn you into the go-to customer-focused consultant for simple and improved experiences
A guide to the steps on the journey from “just a customer support organization” to earning a seat as a trusted partner
Best practices for what to do with the seat at the table once you earn it

11:20 AM

Speed Runs - Building a Customer Centric Sales Organization

Rockstar Insights: Allastair Meffen, Associate Vice President of Customer Success, Definitive Healthcare

These days, customers want a business partner – not just product features. They want to understand what makes a difference to their bottom line and how your offerings can improve their business outcomes. To succeed in this new customer-centric landscape, you need to adopt an outcome-based sales ecosystem in your organization.

Key Take-Aways:

  • Insight on how to properly document your customers’ and prospects’ high-level objectives and the metrics being tracked to achieve ROI
  • Examples of how to develop best practices surrounding joint introductory calls: ask the right questions and transition the customer seamlessly between teams
  • A guide for translating desired outcomes into specific customer journey roadmaps and implementation plans for both your sales and customer success teams to follow on an ongoing basis

11:35 AM

Delivering Omni-Channel Customer Service Excellence through Outcome Based Digital Customer Transformation

Rockstar Insights: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson’s Bay Company
Rockstar Insights: Rob Rutledge, Vice President, Operations and Customer Experience, Hudson’s Bay Company

In these dynamic times for customer engagement, we must ensure a legacy of leadership in service, quality and style continues in the current environment retailers face. HBC fully embraced a ‘Client First’ approach and sought ways to dramatically improve their cost model and improve client service drive preference and loyalty.

Key Take Aways:

Insight on how to transform the customer experience without incremental budget
Proven methods to hold 3rd parties financially accountable for outcomes
An understanding of the cultural complexity of a CX first transformation

12:00 PM

CX Showcase

If you are looking for transformational CX strategy ideas…this is the session where you may find some! Hear from companies who have proven to be amazing market catalysts.

Hear from:

  • Usabilla by SurveyMonkey on the top five pitfalls to avoid with voice of the customer
  • Verizon Business Group on why customer experience transformation requires change leaders
  • SWRVE on the path to mobile engagement value
  • Jacada on five ways intelligent automation rescues customer and agent experience
  • PTP on how the largest tech company in the world delivers on their brand promise

12:30 PM

Food for Thought Networking Luncheon - Networking Roundtables Hosted by Industry Leaders

Select from a menu of luncheon discussions on pertinent issues to dine and dish with industry experts.

The list of discussion topics may be, but are not limited to:

  • Overcoming Complexity with Customer Service Automation
  • Transforming the Voice of the Customer: Turning Insights Into Action
  • Path to Mobile Engagement Value
  • Customer Experience Transformation Requires Change Leaders
  • Success Story: How the Largest Tech Company in the World Delivers on Their Brand Promise

1:30 PM

Ask the Experts! Panel Discussion - Innovating and Disrupting the Customer Experience

Ask the Experts! Panel Discussion – Innovating and Disrupting the Customer Experience

Michael Truett, Head of Operations – Customer Success and Experience, Newsela. Professor – Customer Experience and Navigating Change, Rutgers University
Panelists Include:
Katherine Lucas, Head of Client Experience and Alpha Platform Marketing, State Street
James Walker, Senior Vice President, Restaurants, Nathan’s Famous
Chris Vetrano, Head Of Customer Experience, LBS, Lyft
Theresa Scheuble, Design Director, Johnson & Johnson
Amy Aragones, Senior Director, Customer and User Experience, GE Digital

Recent research shows that last year 75% of companies said their top objective for the year was improving customer experience. But how much time do you spend on improving customer experience compared to defending the businesses’ core, expanding those current products/services and transformative growth? Let’s talk about how to spend more time on Innovating and disrupting the customer experience to achieve your growth objectives and seize new opportunities.

Key Take-Aways:

  • Real-world examples of innovation and disruption in the CX space
  • Insight into how much time it takes to become a customer-obsessed company
  • Best practices to align CX with your day-to-day business processes, including alignment with overall business goals, use of the new tools, and employee satisfaction

2:15 PM

Success Story: Designing The Customer's Digital Experience

Rockstar Insights: Cindy Chastain, Senior Vice President, Global Customer Experience and Design, Mastercard

True differentiation is hard. Deciding how to respond to a threat of disruption is even harder. At Mastercard, we believe that defining one’s digital strategy through the lens of the end-to-end customer experience will drive smarter decisions around how to evolve and why.

Key Take-Aways:

  • Framework for identifying customer-centric business improvements
  • Real world examples for how the end-to-end customer journey can inform strategy
  • Critical factors for enabling customer-centric change

2:45 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

2:45 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

3:15 PM

The Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

4:00 PM

Capstone - What is the Right Balance Between Technology and Humanity in Customer Experience

Headliner: Gordon Littley, Managing Director, Customer Experience Practice, Verizon Business Group

As today’s innovative technology becomes tomorrow’s table stakes, knowing when and how to automate will be what separates a great customer experience from a poor one. The ability to tie technology and human touch will help deliver a better customer experience than either can do alone. Simply put, Automation + Human Touch = Customer Success

Key Take-Aways:

  • Insight on building a meaningful and outcome-based customer centric CX strategy
  • Tips for utilizing a design thinking approach that ensures the right balance between automation and human touch
  • Proven factors for getting a better understanding of your customers by providing choices, listening carefully, acting with intent and empowering them to use technology thoughtfully

4:30 PM

Sip & Savor Beer & Wine Tasting Networking Reception

Don’t miss a moment of networking with this one-of-a-kind beer & wine tasting reception. A final chance to mix and mingle while whetting your tastebuds and enjoying some top notch nibbles.