AGENDA

Abstract:

Today’s customers expect tomorrow’s solutions. How do we build adaptive omnichannel strategies that deliver at every touchpoint – including those that don’t yet exist? Empathy, experience and technology are the core of CX 3.0.

Call to Action:

• Accelerate your CX journey by structuring it to continuously evolve through deliberate phasing
• Understand the relationship between hard and soft skills and the role emerging technologies play in enhancing both

Headliner:

Tracy Robertson
Global Enterprise Vice President, Digital, Stryker
Former Global Vice President, Customer Experience & Marketing, Kimberly-Clark

Why You Should Listen to Tracy:
Tracy is a highly regarded digital transformation leader, speaker and change agent. A relentless innovator, Tracy has more than 20 years’ experience embedding transformational change at B2B companies including GE and Harris Interactive though integrated agency work. Tracy will be discussing how Kimberly-Clark Professional is adapting its core operating model and mindset to evolve into a digital and customer-first organization.

Abstract:

Customers expect more than great experiences, they expect meaningful outcomes. Learn how you can empower your team to handle common customer requests instantly.

Call to Action:

• Create a framework for identifying which data flows to automate
• Enable smarter, more efficient customer service—setting your organization apart

Fab Facilitator:

Nitin Badjatia
Senior Director Product Management
ServiceNow

Why You Should Listen to Nitin:
Nitin is a two-and-a-half-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various go-to-market, sales, and strategy roles. Nitin also led business strategy at knowledge management pioneer KNOVA Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the customer service industry at large.

Abstract:

As we exit the pandemic and return to the experience economy, customer behavior is expected to continue shifting for at least another year. To evolve, brands must look at the customer support experience in a new way. In this session, we will discuss journey mapping as a starting point for this evolution and show you how to take your ideas to execution, identify pain points and implement solutions rapidly, and improve CX. Based on input gathered during the session, we will deep dive into one of the journey mapping phases and reveal more.

Call to Action:

• Assess your organization's journey mapping methodology
• Identify what key people, process, and technology opportunities can be implemented to improve your CX journey

Fab Facilitator:

Crystal Collier
CX Consultant
PTP

Why You Should Listen to Crystal:
Crystal Collier is a catalyst who improves an organization’s results by understanding, designing, and enhancing experiences across the entire customer lifecycle. Her work is devoted to transformational CX-strengthening relationships to improve the interaction between employees and customers in a variety of industries, including consumer electronics, interactive entertainment, insurance, automotive, retail, internet and multi-level marketing. As a thought leader in the industry, she is a frequent speaker and author on CX trends and innovations.

Abstract:
When the reason for change is clear, the vision becomes clear. When your customer satisfaction becomes stagnant, the case for change is apparent. When the demands of customer service go beyond the call, it is time to embark upon the digital journey. When you hear the voice of the customer through data analytics the next best action becomes clear; the time has come to unleash the full potential of CX technologies.

Call to Action:

• Shape performance outcomes by collecting and reviewing overall strategic imperatives and understanding the unique customer perspective of each customer segment
• Refine required enablers by assessing their current capability landscape and identifying key gaps across people, process and technology
• Define a go-forward execution plan
• Leverage customer analytics to move customer experience forward

Rockstar Insight:

Derrick Dickens
Chief Customer Officer & Senior Vice President Customer Operations
PEPCO Holdings (PHI) An Exelon Company

Why You Should Listen to Derrick:
Derrick leads the teams responsible for developing and executing the Customer Strategy.  He has a track record of envisioning strategy and achieving bodacious goals. In addition to this, his expertise lies in having been responsible for leading Investment Strategy, Project Management, Construction and Project Controls, Distribution Automation, Technology, and Data Analytics.

Abstract:
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking down silos and making customer centricity part of the company’s DNA. This session will unpack the best practices for bringing a customer-first organization to life.

Call to Action:

• Inspire a CX mentality across the enterprise
• Demonstrate value and influence other departments to close the silos
• Partner with other functional areas to drive change

Moderator:

Theresa Scheuble
Design Director
Johnson & Johnson

Why You Should Listen to Theresa:
Theresa chairs the J&J Design Council which is focused on advancing world-class practices in product design to drive speed, simplification and robustness in the development of customer-centered health care solutions across J&J. As part of this effort she is responsible for creating customer experience frameworks from discovery to launch via customer engagement strategies and customer insights planning and execution guidelines.

Rockstar Insights:

Michael Caimona
Chief Customer Officer
Aurora Flight Sciences

Why You Should Listen to Michael:
Michael has over 25 years experience focusing on customer mission success in innovative technology organizations. He has worked to align the strategy, marketing, and new business divisions to have a unified customer centric approach while successfully achieving business objectives.

Nabeel Khan
Former Commercial Excellence Leader
GE Healthcare

Why You Should Listen to Nabeel:
Nabeel has over 10 years’ experience in improving customer experience leveraging digital methodologies. In his previous role as the Commercial Excellence Leader for GE Healthcare Canada he launched and grew the B2B e-Commerce platform from start to a thriving multi-million dollar channel in 3 years working across all organization silos to make Canada the fastest growing e-Commerce business globally.

Jan Richards
Head of Customer Experience
Irish Life Group

Why You Should Listen to Jan:
Jan is a member of the CCO leadership team, establishing a Group CX Centre of Excellence leading & executing Irish Life’s ambitious customer strategy. Jan was previously Head of Insights & Planning at Dublin Airport, joint winner in the European Airports category of airport service quality awards 2018.

Abstract:
AI & Machine learning has grown to be an essential tool for brands that want to provide a hyper personalize exceptional customer experience. 39% of all IT leaders are using AI today, 33% expect to use AI in the next 3 years, 19% expect to use it in the next 5 yrs. The availability of Technologies including AI-enhanced customer relationship management (CRM) and customer data platform (CDP) software has brought AI to the enterprise without the high costs that were previously associated with the technology.

Call To Action:

• Assess where AI and Machine learning can improve the customer journey
• Unlock excellent customer experience to foster deeper personal brand connection, loyalty, consistency, and customer satisfaction by leveraging key AI and Machine learning for effective communication across every customer interaction

Fab Facilitator:

Mark Turi
Managing Client Partner, Customer Experience Practice
Verizon

Why You Should Listen to Mark:
As a CX instigator, Mark is a CX evangelist promoting enhanced technologies including Automated Intelligence, Machine Learning and Natural language processing to streamline client engagement, drive brand image and deliver on exceptional stakeholder value.

Abstract:

Customer needs and expectations, rapidly changing before and during COVID, are again changing as the world changes – and faster than ever! Learn how to identify and get ahead of these new expectations, providing the best experiences that evolve with your customers.

Call to Action:

• Evaluate expectations emerging from your own customers’ needs and the competitive landscape
• Learn how to create experiences and services that meet and surpass these expectations

Rockstar Insight:

Jennifer Borchardt
Vice President, Omnichannel Experience & Strategy - Wealth Management
US Bank

Why You Should Listen to Jennifer:
Jennifer has decades of experience in behavioral science, digital design, experience and strategy. Her talks are informative, engaging, and thought-provoking. You will be entertained, educated, and transformed after hearing her speak.

Abstract:
2021 is poised to become the year that will differentiate brands who adopt the mantra of total customer experience. Are you ready to deliver on this? Hear how to create a sustainable competitive advantage by adopting key technologies to provide total customer experience.

Call to Action:

• Evaluate your current CX strategy to see if it accounts for total experience: employee and customer experience?
• Assess your employee experience to see if they have the correct tools that enables them to provide better CX which helps build your brand loyalty

Headliner:

Michelle Emerson-Russell
Executive Director, Workplace & Customer Experience
Verizon Business Group

Why You Should Listen to Michelle:
Michelle is the Global Practice Lead for Workplace & Customer Experience Sales. She has global responsibility for Sales and Revenue growth within Verizon Business Group. In her role, Michelle works with Global Enterprise clients to achieve their business goals through engaging experiences with their customers, employees and partners.

Abstract:

Consumers have been migrating from in-store to online for the last decade but 2020 has accelerated this trend. Now retailers are the trailblazers trying to figure out how to bring the in-store experience to eCommerce while other industries have eCommerce on their strategic radars.

Call to Action:

• Benchmark innovative brands like REI, Warby Parker and TUMI to transform your own service operations to thrive in this new era
• Implement best practices to deliver the kind of personalized, high-touch service that keeps customers coming back

Fab Facilitator:

Andy Knosp
Head of Solutions Consulting
Gladly

Why You Should Listen to Andy:
Andy has worked with leading ecommerce, retail, travel, and hospitality brands to improve their customer service operations. He brings 20 years of experience leading customer-facing teams in high growth businesses, delivering successful customer outcomes, and scaling operations at companies including Gladly, Stripe, Gainsight, and VMware.

Abstract

How did Atom bank, progress from fledging start up in 2016 to topping Dun & Bradstreet’s UK 2021 Accelerate 50 as the UK’s fastest growing tech company.  Hear an exclusive tour of Atom’s end to end customer engagement ecosystem.  Looking at the Web, App and Customer Community touch points that led the way to success.

Call to Action:

• Evaluate what customers’ needs are being met digitally
• Assess where you can pivot your current customer journey with technology

Rockstar Insight:

Michael Sherwood
Head of Digital Experience
Atom Bank

Why You Should Listen to Michael:
Michael is a multi-award winning expert in all things customer intelligence and has over 20 years’ experience designing, implementing and improving digital propositions. He is currently Head of Digital Experience at Atom, the UK’s first App only bank and has helped grow the business from fledgling start up to multi billion pound company. Michael will share his insights on how Atom is best in it's class when virtually engaging with it's customers.

Abstract:

Often times the term customer experience is used as a headline for conversations about call center and customer support function. But depending on the industry and company customer support is just 30%-50% of what customer experience is. So what is the rest and who at the company should own it?

Call to Action:

• Understand what customer experience includes as a whole
• Organize customer experience to ensure that the company is listening to the Voice of the Customer
• Make sure you are fixing the root cause and not just working on symptoms on bad experiences.

Rockstar Insight:

Anastasia Zdoroviak
Director Customer Experience
DoorDash

Why You Should Listen to Anastasia:
Anastasia is a customer-obsessed leader who brings a positive, people-centered, and holistic approach to innovation and Customer Experience strategy. Ex consultant and marketing strategist, she’s moved to Customer Experience to design start to end delightful experiences and journeys to drive loyalty and business growth (at DoorDash) obsessing not just about the contact center, but also all pieces of the experience including Product, Design, Marketing, etc.

Abstract:

Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them. When work and life happen in the same place, learn how best-in-class employers are addressing the changing needs of the workforce and how leaders can rise to the challenge to ensure each employee feels cared for and is invested in the future success of the company and your clients.

Call to Action:

• Benchmark your efforts to engage and care for your employees against one of the United States’ best places to work
• Reimagine strategies to engage and retain employees who impact your CX strategy

Rockstar Insight:

Erin McMillan
Associate Vice President Client Operations
Cox Automotive

Why You Should Listen to Erin:
As we emerge from the pandemic fog, Erin is doing ALL the things including returning to school to earn a master’s degree in Industrial-Organizational Psychology.

Abstract:

As customer preferences and behavior evolves, many traditionally ‘offline’ journeys are shifting fully or partially online. For safety, convenience, and more: customers want to go contactless. How can you transition to contactless? What should you recreate or preserve from offline journeys? And where can you break convention completely?

Call to Action:

• Assess your current customer journeys to determine which parts are best suited for contactless
• Strategize on where to recreate offline interactions, where to preserve them, and where to break free and create new conventions

Rockstar Insight:

Mike Lavigne
Director, Head of Experience Strategy & Design
Nissan Motor Corporation

Why You Should Listen to Mike:
Mike leads a London and Tokyo-based team of strategists, researchers and designers to deliver the best digital experience for Nissan Shoppers and owners in 60+ countries worldwide. Driving a rapidly evolving automotive industry, his focus is on digital car sales, demystification of electric vehicles, and designing a distinctive Nissan experience: one where every detail of the digital experience reflects Nissan’s unique DNA.

Abstract:

Employee experience is the foundation of a truly customer centric organization and with any organization, there will be change — expect constant change — especially in today’s climate. Managing change with a top down approach from leadership to individuals is a crucial part of the process to become customer centric. Whether it is political events, diversity and inclusion, or a changing business model, the employee is the one who translates emotions and therefore impacts the customer experience.

Call to Action:

• Create a realistic company vision for change
• Build a framework for leading with compassion in times of change

Rockstar Insights:

Michael "Coop" Cooper
Founder
Innovators + Influencers

Why You Should Listen to Coop:
Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds - it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.