Agenda

Abstract:
When determining strategic priorities for transforming the customer experience, you need to look at value for spend, allocating resources to the innovative customer engagement strategies across the enterprise that will deliver the greatest impact on the brand experience. The biggest, and most important value is in building a customer driven culture. This takes time, passion, leadership support, and focus, but it can be done by engaging the organization in different ways – get them involved! You first must believe it’s necessary, make it part of your strategic initiatives and the metrics that matter come later.

Key Take-Aways:

• Insight on why empathy is everything – never start a large project without talking to 6-10 customers (internal or external)
• An understanding of why weigh-in is buy-in – make traction with employees and customers by involving them in the journey
• Steps to go for the quick wins to show progress and gain organizational buy-in

Headliner:

Laurie Englert
Chief Marketing Officer
Legrand, North America
 
Why You Should Listen to Laurie:
Laurie’s journey from Marketing to Customer Experience evolved over the last 30 years, most notably when she discovered an innovation framework called Design Thinking. It changed everything, especially her relationship with customers. She led the way building a culture of empathy while solving customer pain points cross-functionally to achieve business results. You can too…

Abstract:
In our current climate of uncertainty, the responsibility to deliver exceptional customer experiences in the most efficient and low-effort manner possible has never been more important. Today’s customers are comparing every experience with the best they have ever had from any company. Brands that take a human-centered design approach and effectively leverage technology and innovation will have the competitive advantage in loyalty and retention.

Key Take-Aways:

• Key insights into the important role customer effort plays in loyalty
• Lessons learned on the journey to increasing digital adoption
• Insight on a human-centered design methodology to earn customer advocacy

Rockstar Insight:

Tricia Price
Senior Vice President Customer Experience Operations
GM Financial
 
Why You Should Listen to Tricia:
Tricia is responsible for influencing strategic projects and initiatives to support a best-in class customer experience with a focus on operationalizing digitization efforts to enhance operational efficiencies and effectiveness. During her 20+ year career in auto finance, she has held progressive positions within GM Financial Consumer Services and Corporate Servicing areas. In 2021, Tricia was recognized by Auto Finance Journal and Cherokee Media as a Top Female Leader in Auto Finance.

Fab Facilitator:

Replicant
 

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Abstract:
By effectively leveraging both the Voice of the Customer (VoC) and the Voice of the Employee (VoE), organizations can gain a more profound understanding of their User Experience (UX) and Customer Experience (CX). By doing so, they can map out potential areas where actions and efforts may overlap, leading to customer frustration on both ends of the CX equation.

Key Take-Aways:

• A well-defined methodology for measuring effort
• Simple guidelines for correlating Voice of the Customer (VoC) and Voice of the Employee (VoE)

Fab Facilitator:

Stewart Ferguson
Senior Vice President, US
Konecta
 

Why You Should Listen to Stewart:
Stewart possesses an extensive 25-year background in the Contact Center industry, with a concentration over the last 12 years dedicated to enhancing performance and Customer Experience (CX) for US customers through agent engagement in both the United States and Latin America. His distinctive cultural background contributes to a better approach towards agent focus.

Abstract:

A good story is always the most powerful way to truly understand your customers’ experience. When you can ground your storytelling in broad customer data, you have the potential to make customer experience – good and bad – a powerful business transformer and growth accelerator. Get direct insights from some of the best leaders in the CX space on their successes and failures in the quest for organizational buy-in for essential CX use cases.

Key Take-Aways:

• Examples of top CX metrics and use cases for data storytelling that will move the organizational needle
• Insight on how to fail fast, fix and iterate your CX use cases
• A guide to building a framework and ecosystem to measure CX success

Moderator:

Waseem Kawaf
Global Vice President of Digital Experience
STANLEY Security
 
Why You Should Listen to Waseem:
Waseem is a leading voice in the ideation and delivery of global enterprise digital experiences that anticipate and fulfill user needs across touchpoints while driving organizational performance. In his work with leading brands – including STANLEY, Bose, Dell and Rite Aid – he has led the creation of a DX practice to deliver increased revenue & market share, a best-in-class customer experience, customer loyalty, and brand value.

 

Panelists Include:

Melissa Archambault
Executive Director, Customer Experience Advocacy & Strategy
CVS Health
 
Why You Should Listen to Melissa:
Melissa’s 28-year career has been spent in marketing and customer experience roles specializing in measuring performance, establishing voice of the customer programs, driving change management, and standardizing best practices. She is adept at identifying and translating customer intelligence into business improvements that have driven brand loyalty, customer retention, and double-digit profitability.
 
Quinntine Dunford
Vice President Operations
ABM Industries
 
Why You Should Listen to Quinntine:
Quinntine has dedicated his career to understanding customer needs and solving their problems. He has a unique set of skills that have allowed him to create a customer-focused organization that has been successful in creating value for its customers and their business.
 
Jennifer Kulzer
Director, Global Digital Experience
Corbion
 
Why You Should Listen to Jennifer:
Jenni has spent the last 20 years telling stories through her varied careers. She is a published author, and has spent a good deal of time teaching others how to write and compose stories. Her marketing chops come from also spending the last 20 years in marketing, and these two skillsets came together in the past several years as she has conquered building and implementing a digital transformation strategy based on insights-led customer experience data.
 
Patrick Mackay
Manager, Global CRM & CX Analytics
LifeScan
 
Why You Should Listen to Patrick:
Patrick oversees the transformation of customer experience analytics and solutions to deliver actionable insights to teams driving world-class medical device care and support through hundreds of agents around the globe at Lifescan, a global leader in blood glucose monitoring innovation and digital health technology that has a vision to create a world without limits for people with diabetes and related conditions.
 
Chris Vetrano
Head of Partner & Customer Engagement – Bikes, Scooters & Transit
Lyft
 
Why You Should Listen to Chris:
Chris leads customer experience for bike, scooter and transit riders at Lyft. Before leading Lyft’s multimodal support experiences, Chris stood up the social media support team for their rideshare business and was integral to the company’s global support expansion.

Hosted By:

Andrew Ronfeldt
Former Head of Digital Operations, The Americas
Richemont
 
Why You Should Listen to Andrew:
Andrew has over 15 years of experience in customer experience operations and design in The Americas, Europe and Asia-Pacific. His experience crosses several industries, including luxury retail, toys, banking & finance and telecommunications. He advises the University of Houston’s C.T. Bauer College of Business Customer Experience program and is a former board member of the Society of Consumer Affairs Professionals. He holds an MBA from the Australian Graduate School of Business at UNSW, a Lean Six Sigma Green Belt and once had a side hustle as a wedding photographer.

Abstract:
The challenge that exists and spans across all industries is: How do companies continually evolve to meet customer requirements and expectations? Today’s customer demands an excellent and stress-free experience. Our world and technology are forever changing demanding a faster, more efficient, and more seamless interface. Putting the customer at the center of CX design is the key to a world-class customer service support platform, while overall improving your customer satisfaction and reducing business costs simultaneously.

Key Take-Aways:

• Blueprint for creating a successful VOC program that will help your service delivery organization be recognized as Number 1
• Success factors on collaborating with your customers to create a win-win environment, while proactively building and maintaining meaningful customer relationships
• Case study on improving your Company’s service level targets by utilizing a VOC platform

Rockstar Insight:

Kim Rubush
C3 Director | Services Manager, Service Centers
Aircraft Availability Center – Business Aviation
Rolls-Royce
 

Why You Should Listen to Kim:
Kim has spent over 20 years in Aviation at Rolls-Royce with vast global experience in the strategic development of the marketing, sales, and servicing of Rolls-Royce’s products and customers. She has spent the last 10+ years in Business Aviation establishing the leading VOC program in the industry, which catapulted Rolls-Royce to the ranks of #1 in Service Support Delivery.

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Abstract:
What would you estimate your rework cost is for poor design? On average, how many minimal viable products would you say you test when innovating a future product, offer, or service experience? Let’s explore the framework for radically looking at co-creating the future with customers and partners. This will include how to develop insights that matter and techniques to prioritize customer requirements that matter. If nothing else, you will pick up a few tips and tricks that will have your customers asking to innovate with you.

Key Take-Aways:

• Actionable tools to digitize co-creation and influence mindset to drive a culture of collaborative decision making and innovation Introduction
• Three best practices for recruiting techniques to get access to customers and non-customers
• Ways to assess if you have an innovators mindset. You will answer the question, are you doing innovation or being innovative with customers?

Rockstar Insight:

Bonnie Speck
Global Director Customer Experience and Expert Product Owner
Schneider Electric
 

Why You Should Listen to Bonnie:
Bonnie is an award-winning executive with a 30 year successful track record in building sustainable and innovative solutions for identifying business opportunities and designing experiences that deliver positive results. Renowned expert known for ability to conceptualize and successfully launch products, systems, and processes for sustained business growth. Recognized at Schneider Electric for completion of INSEAD Innovator’s Method in leading differently in shaping the future.

Abstract:

Employees are an organization’s greatest asset. Investing in their health and wellness is integral to employee engagement and is imperative to a successful customer experience. The organization’s ability to mitigate employee stress and prevent burnout is instrumental in achieving this. Hear how creating an organizational culture of wellness will positively impact the organization, improve the employee experience, and ultimately increase customer satisfaction.

Key Take-Aways:

• Insights on engagement, wellness and emotional support for employees
• Framework to optimize wellness through effective communication, empathy and compassion
• An understanding of stress indicators and burnout
• Best practices to manage stress and minimize its negative impact
• Fresh perspective on understanding the impacts of stress from multiple levels (the organization, leadership and colleagues and the individual)

 

Headliner:

David Weisman, Ph.D., CPXP, FPCC
Chief Experience Officer
NYC Health + Hospitals / Queens
 
Why You Should Listen to David:
David has spent the majority of his 20-year career in customer/care experience. He has a unique set of skills that have allowed him to create a culture of empathy focused on customer experience and exceed the expectations of all his customers, including patients and their loved ones, employees, and the community.

Abstract:
When you think of CX what comes to mind? If you’ve asked this question in your company you’re likely to get a hundred different responses. This is the challenge with any selection and positioning of CX investment. Everyone has a view of what it is, its degree of importance and level of investment needed. It’s your role as a customer advocate not just to present investment options but to demonstrate the power of the CX story as an internal and external driver of results.

Key Take-Aways:

• Examples of the three stories every company needs to know to align the business to the importance of CX
• An understanding of three powerful investments in CX to drive customer loyalty and lifetime value
• Insight on the single most important question to ask before you begin any CX initiative

Headliner:

Jermaine Edwards
Growth Advisor and Creator of the Customer Advantage
 
 

Why You Should Listen to Jermaine:
Jermaine is a multi-business owner, author, international speaker and advisor. With two decades of experience in sales and customer leadership managing departments as large as 400, Jermaine specializes in designing customer growth and loyalty strategies and systems that help businesses accelerate and sustain revenue and retention in any market. Having coached thousands of customer calls and delivered growth projects in 22 countries and 29 industries. He is invited by companies like Dell, GE and London Business School to help leaders build customer programmes that work at scale. As a dad of 6 and former foster parent, he’s also passionate about creating education and economic opportunities for vulnerable children. Through his Customer Advantage Solutions he is on a mission to help rescue, educate and provide long term care to 15 million children.

Fab Facilitator:

IA Call Center

Hosted By:

Vanessa Neurohr
Vice President of Customer Success
Muck Rack
 

Why You Should Listen to Vanessa:
Vanessa joined MuckRack in 2016 as a Customer Success Strategist and currently serves as the Vice President of Customer Success. In this role, she works to change the way professionals’ approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

Hosted By:

Bonnie Speck
Global Director Customer Experience and Expert Product Owner
Schneider Electric
 

Why You Should Listen to Bonnie:
Bonnie is an award-winning executive with a 30 year successful track record in building sustainable and innovative solutions for identifying business opportunities and designing experiences that deliver positive results. Renowned expert known for ability to conceptualize and successfully launch products, systems, and processes for sustained business growth. Recognized at Schneider Electric for completion of INSEAD Innovator’s Method in leading differently in shaping the future.

 

Hosted By:

Pamela Fusting
Director of Operations, Customer Experience
State of Tennessee Department of Human Services
 
Why You Should Listen to Pamela:
Pamela engages internal/external partners across all program areas to ensure a seamless, omnichannel customer experience and to grow the Department’s Voice of Customer program. She previously served as Project Director for the Maryland DHS Statewide Contact Center.

Abstract:
Making health care personal for every patient and care giver across a large academic health system can be a challenging goal. This case study will share the transformation journey at Vanderbilt Health to make health care personal, along with its biggest successes, pain points, and lessons learned along the way.

Key Take-Aways:

• The steps taken to improve the patient experience
• Tactics to use for culture building
• Insight on how this type of transformation can be applied to other industries

Rockstar Insight:

Brian Carlson
Vice President, Patient Experience
Vanderbilt University Medical Center
 

Why You Should Listen to Brian:
Brian has over 20 years in healthcare operations starting out in group practice management. He regularly speaks nationally about patient experience, culture, and operations and strives to make health care personal and believes that it starts with the workforce to drive change and deliver outcomes.

 

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Abstract:
The key to successful CX transformation is to put the customer at the center of everything you do, align your organization, and continuously iterate and improve. Easier said than done right? In this session you will get insight on how to develop a transformation strategy, gain buy in for the various parts of the organization and create a plan to drive continuous improvement.

Key Take-Aways:

• Insight on how by understanding the needs and preferences of your customers, you can create a CX strategy, but data and insights are key
• Examples of the 3E approach: Empower Employees, Engage Leadership and Embrace Technology
• Steps to practice patience – CX transformation is not a quick fix, it required long-term commitment and realistic goals and expectations, but it can be done

Rockstar Insight:

Jen Johnson
Senior Vice President, Call Center Transformation
Frontier Communications
 

Why You Should Listen to Jen:
Jen has spent over 20 years in the Contact Centers and Customer Care space, specifically in the Telecom Industry. The first half of her career was managing the day-to-day center operations, which she now uses as the foundation to drive strategy and transformation in that space. Recently coming out of bankruptcy at her current company, has forced a different level of focus and discipline in driving transformation and re-inventing the company.

Abstract:
Participants at each Customer Experience Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Experience community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

Moderator:

Jennifer Bloomfield
System Director, Consumer Experience Initiatives
Memorial Hermann Health System
 

Why You Should Listen to Jennifer:
At Memorial Hermann, the largest non-profit health system in Houston with more than 36,000 employees and affiliated providers, Jennifer drives change at a system level, connecting the dots between otherwise siloed teams to create personalized, memorable experiences for patients and staff. With more than 15 years of healthcare leadership experience, Jennifer’s current focus is leading the system through a massive culture change based on a new service framework developed in collaboration with the Disney Institute.

 

Panelists Include:

Pamela Fusting
Director of Operations, Customer Experience
State of Tennessee Department of Human Services
 
Why You Should Listen to Pamela:
Pamela engages internal/external partners across all program areas to ensure a seamless, omnichannel customer experience and to grow the Department’s Voice of Customer program. She previously served as Project Director for the Maryland DHS Statewide Contact Center.

 
Waseem Kawaf
Global Vice President of Digital Experience
STANLEY Security
 

Why You Should Listen to Waseem:
Waseem is a leading voice in the ideation and delivery of global enterprise digital experiences that anticipate and fulfill user needs across touchpoints while driving organizational performance. In his work with leading brands – including STANLEY, Bose, Dell and Rite Aid – he has led the creation of a DX practice to deliver increased revenue & market share, a best-in-class customer experience, customer loyalty, and brand value.

 
Patrick Mackay
Manager, Global CRM & CX Analytics
LifeScan
 

Why You Should Listen to Patrick:
Patrick oversees the transformation of customer experience analytics and solutions to deliver actionable insights to teams driving world-class medical device care and support through hundreds of agents around the globe at Lifescan, a global leader in blood glucose monitoring innovation and digital health technology that has a vision to create a world without limits for people with diabetes and related conditions.