Schedule

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  • Schedule


  • 9:30 AM - 9:40 AM
    CX programs and efforts have become maddeningly complex – jargon, surveys, verbatims, councils, benchmarking, NPS, CSAT and culture. We will demonstrate how organizations can generate a new ground truth, based on empirical evidence derived from the true voice of the customer, that inspires all levels of an organization to lean in and embrace a culture of customer advocacy - the foundation of success for all CX programs. Now, what if I told you that it’s easier than you think.
    Customer Insight and Understanding

  • 9:43 AM - 9:53 AM
    GE Industrial Solutions launched a new eCommerce site and expected to immediately turn off legacy platforms. But customers didn't adopt the new store with the expected immediacy. Learn how GE paused the commercialization process and drove adoption internally to gain the desired results externally.
    Organizational Adoption and Accountability

  • 9:56 AM - 10:06 AM
    Designing Voice Experiences will cover the 5 steps of designing voice experiences, which should take place long before anyone even thinks of development. The talk will introduce Voice User Experience and dive into the steps for designing voice experiences, showing how our traditional design process and principles can be adapted for voice experiences.
    Customer-Centric Culture

  • 10:10 AM - 10:20 AM
    PG&E’s satisfaction data revealed that customers were dissatisfied with their power outage experience. A cross-channel analysis on a year's worth of data – 100MM+ data points – revealed three pain points: (1) customers want information faster, (2) not all customers were receiving alerts, and (3) some alerts were false positives. Our team took customer feedback, tested it extensively against operational data and identified the associated root causes. All pain points have improved significantly.
    Customer Insight and Understanding

  • 10:23 AM - 10:33 AM
    Contact center metrics are known as the alphabet-soup of scores: FCR, ASA, AHT, ACW, CSAT. But in the end, focusing on one can have a counter-effect of "squeezing the balloon" and impacting another metric. Companies should track why customers call during key time periods and develop ways to predict and avoid these interactions. Merely pushing to self-service is not the path to a friction-less customer experience. Renewals, in this subscription-based economy, should be presumptive.
    CX Strategy, Experience Design & Innovation

  • 10:35 AM - 10:45 AM
    The remarkable story of how MGM achieved a unique Customer-Centric Culture. A brief history of Las Vegas and MGM Resorts International then and now (77,000 employees creating entertainment-driven guest experiences at 22 of the largest resorts in the world). How we achieved our customer-centric culture. Watchouts and keys to success.
    Customer-Centric Culture

  • 11:00 AM - 11:35 AM
    A quick tour of our brand experience journey across all touch points to simplify, personalize, and be inspired.
    CX Strategy, Experience Design & Innovation

  • 11:35 AM - 11:40 AM
    Market Force helps multi-location businesses improve financial performance through better CX.

  • 11:40 AM - 12:20 PM
    Join this informative session, moderated by Jim Bass, with a panel of 6 CX client practitioners who share what they learned and how you can take CX to the next level. What’s working well? What isn’t? How can you save time, effort and “face” next time?

  • 1:25 PM - 1:30 PM

  • 1:30 PM - 2:05 PM
    This panel, hosted by Carlos Pimenta, featuring 6 panelists is focused on improving the way CX and UX teams work together. Without effective collaboration between the CX and UX teams, mapping and designing great customer experiences would be extremely challenging. How they work together also sets the standard for other groups to follow. Key takeaways include: How CX and UX differ, Why CX and UX must partner together to deliver results, How to structure this partnership to deliver results, How to jointly evangelize customer centricity to other team, and What best practices they can leverage to ensure success.

  • 2:05 PM - 2:10 PM

  • 2:10 PM - 2:20 PM
    Using her background working for Walt Disney World as a VIP tour guide and Guest Relations Hostess, Kate will go through major lessons she learned working at Disney that she uses today to help increase the use of customer experience tools, metrics, and feedback.
    Organizational Adoption and Accountability

  • 2:22 PM - 2:32 PM
    In the Amazonian age of retail, the old guard is battening down the hatches. Rather than pointing winward, moving with the seas of change and picking up momentum, many brands are caught in the current. Experience is the new cliché, and for good reason. But based what foundations? What should stores now strive to deliver? And why? What is the new currency that they should measure success by? What will they be in the Retail 4.0 era? And how do you start now?
    CX Strategy, Experience Design & Innovation

  • 2:35 PM - 2:45 PM
    Each touch point with an organization is an opportunity to evoke positive emotions that support a brand and create loyalty. Measuring and understanding these emotions is the first step to understanding how product, marketing, sales, and support can create the right experiences throughout the customer journey. In this session, Thumbtack will lead an interactive discussion around measuring customer perceptions and emotions at key touch points and how to tie them to actual business results.
    Metrics, Measurement and ROI

  • Schedule (continued)


  • 2:48 PM - 2:58 PM
    We're close to 20 years since the proclamation "Welcome to the Experience Economy" published by Pine/Gilmore in Harvard Business Review in 1998. Over the last 2 decades the definition of Customer Experience and how it can be a differentiator for organizations to attract and retain customers has dramatically changed. And the next era of differentiation will require even more. We'll examine what customers will expect and demand and how organizations will have to adapt and evolve.
    CX Strategy, Experience Design & Innovation

  • 3:00 PM - 3:10 PM
    A good CX program can only begin with the right customer at the right time and at Equifax our understanding of the buyer journey allows us to make the important connections we need before a customer says "I do". Learn more about the role Equifax Solutions Marketing plays in ensuring our CX gets off to the right start.
    Customer-Centric Culture

  • 3:12 PM - 3:22 PM
    While CX initiatives start with great fanfare of awareness and assessment, most organizations’ programs end up stalled and fail to completely embrace a customer centric culture. Practitioners are facing a collection of small initiatives and improvements that at best fix customer complaints but do not create exceptional experience or strategic differentiation.
    CX Strategy, Experience Design & Innovation

  • 3:30 PM & 4:20 PM
    How can improving your web customer experience lead to a competitive advantage? Why is it important? Hear an expert panel discuss analysis, conversion, performance, and more as you look to invest in better outcomes from your web properties.
    Metrics, Measurement and ROI

  • 3:30 PM & 4:20 PM
    Translating customer engagement to business results is a challenge for many CX practitioners. Balancing financial goals with the demands of creating compelling customer experiences is a constant challenge. We'll have a lively discussion so bring your questions and your best practices as we share how to target, measure and achieve benefits. We'll discuss how to communicate examples of how CX delivers clear business results.
    Metrics, Measurement and ROI

  • 3:30 PM & 4:20 PM
    During this breakout session, we will discuss Artificial Intelligence for Marketing and Customer Experience. This workshop will be based on Jim Sterne, DAA co-founder, and current chairman, new book Artificial Intelligence for Marketing: Practical Applications (Wiley and SAS Business Series). The epoch of Market Research gave way to the era of Marketing Mix Modeling. That, in turn, was overtaken by the age of clickthroughs and pageviews as a way to analyze the customer experience. Today, customer data is generated on an unfathomable scale. We will discuss Big Data, introduce AI and machine learning, and outline what it takes to become a great marketing or customer experience analyst. By understanding the data, the tools, the problem to be solved, the art of analysis and the art of communication, you will learn how to be (or find) a great marketing and customer experience analyst and become indispensable to your organization.
    CX Strategy, Experience Design & Innovation

  • 3:30 PM & 4:20 PM
    Join ATL’s Interaction Design Association (IxDA) to talk about People-Centered Design and how to use it to improve ROI. In today’s “attention economy” user expectations are at an all time high. We’ll talk about UX best practices, usability and connected experiences.
    Metrics, Measurement and ROI

  • 3:30 PM & 4:20 PM
    How to use social media as a customer service channel and how to stand out from your competitors. According to a study conducted by Edison Research, 42% of consumers who attempt to contact a brand, product, or company through social media for customer support expect a response within 60 minutes. And 32% expect one within 30 minutes.
    Metrics, Measurement and ROI

  • 3:30 PM & 4:20 PM
    The iPhone revolutionized the way we communicated in 2007. With the evolution of the iPhone 3GS (video) in 2008 and the iPhone 4 (front facing camera) in 2010, we made a giant step forward with being able to capture data and insights. Now with 77% of American’s owning a smart phone (92% of millennial’s), mobile research is a standard practice and more relevant than ever. The iPhone revolutionized the way we communicated in 2007. Join MMRA as we discuss how methodologies have changed (and stayed the same) as well as how privacy and speed of data are now core issues that researchers have to address and manage.
    CX Strategy, Experience Design & Innovation

  • 3:30 PM & 4:20 PM
    Join the Marketing Technology Association for a discussion on: Martech trends to watch, The Bots are coming, Seeing the consumer not the devices, AI is the consumer reading content coming from a computer.
    Customer-Centric Culture

  • 3:30 PM & 4:20 PM
    It seems like all we talk about today are analytics and data. But often the conversations fall flat because businesses struggle to find the real measures of success, especially when it comes to the Customer Experience investment. What data is most reliable in measuring CX? Who controls it and how does the organization align to access it? What tools, systems and processes really matter? How is data best captured and analytics presented to be most usable to the business? Join TAG CRM & CX for a provocative and meaningful conversation on how to measure the Customer Experience.
    Metrics, Measurement and ROI

  • 3:30 PM & 4:20 PM
    There are many challenges when adapting traditional B2C CX solutions to the more complex B2B markets – with more technical products, longer decision cycles, more complex channels, and multiple decision makers at each account. BMA Atlanta / ANA’s discussion will focus on business marketers’ innovations, successes, and challenges when tailoring CX strategies and techniques to B2B markets. Corporate B2B marketers will lead the discussion showcasing CX 2.0 ideas and innovations.
    CX Strategy, Experience Design & Innovation

  • 3:30 PM & 4:20 PM
    Is your company prepared for the upcoming revolution in digital marketing ushered in by the emergence of IOT, AI and Machine Learning? How is it redefining customer experience in your marketplace and industry now? Join our session to discuss some of the advances in technology, applications, resources and tools you need to know about as we enter this new era of digital marketing.
    Customer Insight and Understanding
    CX Strategy, Experience Design & Innovation

  • 3:30 PM & 4:20 PM
    Do your employees follow your customer service policies and protocols when you aren't looking? And if they do, are those policies and protocols impacting your customers in the manner in which you expect? These are just two key strategic questions that are can be uniquely answered through mystery shopping, the process of discreetly sending ordinary people, who are following specific guidelines and measuring prescribed data points, into tens of thousands of businesses each day. Unpack the power of this dynamic market research tool and the ease of its implementation in this information-jammed session.
    Customer-Centric Culture

  • 3:30 PM & 4:20 PM
    QRCA presents an overview of some of the most common methods of Qualitative Research with Q&A focused on: - Maximizing the Power of CX With Qualitative Research - The Importance of getting more in-depth understanding behind the numbers [i.e. with Case Studies] How to seamlessly integrate The Missing Ingredient in many CX Programs: Qualitative - Pros and Cons of Utilizing Qualitative Research in their CX/UX/EX Programs - Utilizing Active Listening and Effective questioning to learn more about the EMOTION surrounding your open-ends - Handout - Resources for Leveraging Qualitative in CX Work - Awareness of QRCA
    CX Strategy, Experience Design & Innovation

  • 3:30 PM & 4:20 PM
    Attendees will learn how to take strategies and turn them into tactics that deliver value. Come discuss how operational changes designed to deliver a better customer experience are useless unless they get implemented. Learn how to engage your sales and operations teams to have an effective transition. Sales is always a push within just about every organization. Learn how some brands drive sales and revenue through third party partners. Data can be the key to unlocking WIFFM – help your sales associates understand how their CX delivery can earn them more money.
    CX Strategy, Experience Design & Innovation

  • 3:30 PM & 4:20 PM
    Regulation in all aspects of the customer experience has increased at a rapid pace. While Federal regulators may be mandated to limit increased regulation, state regulators have vowed to fill any federal compliance gaps. Hear from industry compliance experts on the seven most important compliance areas and receive practical guidance for proactive measures to prevent regulatory enforcement actions and lawsuits while also enhancing the customer experience.
    Organizational Adoption and Accountability

  • 3:30 PM & 4:20 PM
    How does your company handle callers to create great customer experiences? In this interactive discussion, we will explore tactics to dramatically improve the on-hold experience with interactive music and relevant messaging. In addition, we will share an insider’s experience of working at The Ritz-Carlton and relate that to SOCAP International’s Customer Engagement Framework of how best practices in people, process and strategy can benefit a company’s operation.
    Organizational Adoption and Accountability

  • 5:00 PM - 5:20 PM
    The proliferation of smart devices means an explosion of new touch points, that companies will deploy, manage, measure and optimize. However, these new devices will unlock new value for both customers and enterprises, that will set new standards for customer experience. Takeaways: • The Internet of things (IoT) will augment your customers' experience • Understand the key elements of an IoT platform • How smart products can power new services and value • How to think about services • How others are leveraging IoT Innovation • Lessons learned from a large scale IoT roll out