Schedule

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  • Conference Schedule (May 22)


  • Pre-Conference Workshops (May 21)


  • 8:45 AM - 9:00 AM

  • 9:00 AM - 10:30 AM

  • 9:00 AM - 9:10 AM
    “Why is Revenue Down?” “Why is employee attrition at an all-time high?” Dig into the experience and you WILL find out why. - Don’t ignore the employee experience – especially of those that directly interact with and service your customers. - Surveys are passe – look at other data points like Social Media, support ticket systems, etc. - Work towards being a human centered organization – people are loyal to other people, not brands
    Customer-Centric Culture
    CX Strategy, Experience Design & Innovation

  • 9:13 AM - 9:23 AM
    Today’s consumer is surrounded by digital devices and media, with a growing expectation that every brand experience will be personalized and/or relevant. Some companies are thriving in this brave new world, while others are barely able to survive. Let’s look at what it takes to deliver a frictionless customer experience and to move your brand into the future, with confidence.
    CX Strategy, Experience Design & Innovation

  • 9:26 AM - 9:36 AM
    Learn how MoneyGram International gained full executive buy-in to invest in and build a permanent CX practice and broke down silos to gain alignment. Through launching a multi-month executive forum, they explored various facets of the CX to raise awareness and gaps and opportunities and built a solid foundation.
    Customer-Centric Culture
    Organizational Adoption and Accountability

  • 9:39 AM - 9:49 AM
    The talk will introduce the concept of consequential design in the retail environment... how, as part of the overall customer experience, retail design leverages every customer touchpoint to achieve better sales, greater loyalty, more effective advocacy and greater demand. Design also focuses on the associate/customer interface to facilitate the overall customer experience. As Mies Van Der Rohe said, "form follows function", but also, importantly, function follows form, so we will see how form can influence the associate / customer relationship. We will see how challenging everything about the retail environment, and developing the retail environment around the desired customer experience can lead to success.
    CX Strategy, Experience Design & Innovation

  • 9:52 AM - 10:02 AM
    In the age of the customer, can you afford any disengagement? Your customers expect more. They expect you to understand their needs and engage with them on their terms. And in a commoditized world, meeting these expectations becomes your only real differentiator. So, how do you get there? By offering a seamless customer experience. An experience that integrates every touch-point. An experience that feels personal. An experience that is cohesive across your organization.
    Customer-Centric Culture

  • 10:05 AM - 10:15 AM
    Getting design into the corporate DNA is the hardest thing a leader will do. Design tools, methods, and processes are unnatural to other professionals. Personas, journey maps, and usability labs are afterthoughts, not forethoughts for most companies. How do you get design activities built into the corporate DNA? How do you make the unnatural natural? In this talk, Brian Sullivan will share 10 ways to get design built into the process of creating awesome products and services. Key Takeaways: 1. How to make design part of the process of creating products and services. 2. Ways to naturally partner with other departments to achieve common goals. 3. The importance of success stories and how to structure them effectively.
    Customer-Centric Culture
    Organizational Adoption and Accountability

  • 10:18 AM - 10:28 AM
    Do you wish you could read your customers fortunes and predict how they will behave in the future? This session will demonstrate how to use the survey data you already have to create a Predictive Net Promoter Score (NPS) program that will enable you to forecast customer reaction to upcoming business changes and drive readiness actions to mitigate any potential customer risk. The result will change the conversation your CX team is having with executive stakeholders & business partners, revolutionizing your ability to influence business decisions. Attendees will learn how to elevate their Customer Experience programs and proactively influence business strategy by shifting perspective on how to look at existing survey data. We will discuss how to transition your organization from producing scores of backward-looking reports, that often gather dust on an executives desk, to being a valued, forward-looking partner.
    Metrics, Measurement and ROI

  • 11:00 AM - 11:35 AM
    Customer experience (CX) is the most important and impactful way organizations are seeking to differentiate their brands from competitors. Challenges, including cohesive executive direction, creating consistent brand experiences across all channels, a growing number of communication mediums engaging customers, integrating the channels with the brand experience and consolidating data into a single view of the customer, have all led to leading organizations employing centralized CX strategy and leadership to orchestrate activities and meet these challenges head on. We'll share how organizations are innovating in CX and setting the stage for disruptions and transformation by getting the organization to work differently across the journey, using technology and by uniting and igniting the passion for customer and employee experience!
    CX Strategy, Experience Design & Innovation

  • 1:00 PM - 1:45 PM
    Customer-Centric Culture
    Organizational Adoption and Accountability

  • 2:00 PM - 3:30 PM

  • 2:00 PM - 2:10 PM
    In this 10-minute talk, I share with the audience the lessons I learned creating a cultural movement known as The Power of Hello for a luxury automotive brand. Key takeaways 1. Be honest with yourself about your culture before you roll a program out to your retail network and/or customers. 2. No starting place is too foundational, if you need to go back to the basics, do it. 3. Never give up on your truth & desire to bring value to your customers.
    Customer Insight and Understanding
    CX Strategy, Experience Design & Innovation

  • 2:13 PM - 2:23 PM
    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.
    Customer Insight and Understanding
    CX Strategy, Experience Design & Innovation

  • 2:26 PM - 2:36 PM
    There’s no better way to understand the customer experience of your brand, product, or service, than to play the anthropologist and “discover the obvious” about the world around us. Leave the office, go out into the field—to places where people socialize, shop, live, work and play—and immerse yourself in the culture of your customer by walking in their shoes. You’ll be amazed how much you’ll learn about people, places, and things! * Learn how to “play the anthropologist” through a systematic approach to observing people, places, and things * Become familiar with the 4 Essential Rules and 6 Basic “How-To” Steps of conducting a successful immersion * Understand how to close the empathy gap between the corporation and customer by walking in the shoes of others
    Customer Insight and Understanding
    Customer-Centric Culture

  • 2:39 PM - 2:49 PM
    Seek first to understand, then be understood. Organizations are astute at sharing what they have for the marketplace but ironically often overlook what customers are telling them. This talk shares thoughts on internalizing a customer-centric culture.
    Customer-Centric Culture
    Organizational Adoption and Accountability

  • 2:52 PM - 3:02 PM
    This talk will cover an approach to managing CX for small businesses and the ROI of CX in creating meaningful relationships with small business. We will dive into how small business owners think; what they value and expect and how a company can rise to the needs of this market.
    Customer Insight and Understanding

  • 3:05 PM - 3:15 PM
    Understanding the meaning behind a customer’s message can be more important than mass broadcasting. We keep hearing about social media listening and incorporating customer feedback. But what does it all mean? We will explore how to listen to connect with customers, starting with how to be present through meditation practice to building empathy for a common understanding to create a connection with customers.
    Customer Insight and Understanding

  • 3:20 PM - 3:30 PM
    Net Promoter might be the most popular approach to measuring and managing customer experience, but B2B was always an afterthought for an approach that had its origins in consumer. But with better methodology, better analytics and new product innovation it’s poised for a leap forward. Get a jump start on the future of CX for B2B.

  • 3:45 PM - 5:15 PM
    Learn more about the international Certified Customer Experience Professional (CCXP) Certification credential, what it is, how to achieve it and what it means for you. Developed and administered by the Customer Experience Professionals Association (CXPA), the CCXP credential is the most globally recognized credential for Customer Experience professionals. The CCXP program provides a means for individuals to obtain professional recognition of their high levels of knowledge of the Customer Experience discipline. Until the CXPA established this accreditation, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. There are now more than 660 CCXPs worldwide, with more adding every week. As required by the CXPA, there are (6) major competency areas covered in the CCXP examination as follows: 1. Customer-Centric Culture, 2. Voice of the Customer, Customer Insight, and Understanding, 3. Organizational Adoption and Accountability, 4. Customer Experience Strategy, 5. Experience Design, Improvement, and Innovation, 6. Metrics, Measurement, and ROI
    CX Strategy, Experience Design & Innovation

  • 3:45 PM - 5:15 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.
    Customer Insight and Understanding
    Customer-Centric Culture

  • 3:45 PM - 5:15 PM
    Many organizations take pride in being consumer-led, yet their "quick and dirty" approach to gleaning insights is more focused on leading a consumer through artificial research scenarios that don't always match-up to the consumer's desired experience. It's time to get back to listening, observing, and letting the consumer truly lead your innovation. Attendees will enjoy an interactive workshop on how to truly walk a mile in their consumers' shoes.
    Customer Insight and Understanding
    CX Strategy, Experience Design & Innovation

  • 5:15 PM - 5:25 PM

  • 8:30am - 12:30pm
    Winning and retaining customers depends on designing end-to-end solutions that solve important customer problems. Insights to action  Design Thinking equips your organization to rapidly gain deep customer empathy, thoroughly understand problems, and quickly co-create delightful products and experiences. In this hands-on workshop, you will learn a framework of powerful tools and mindsets to enable scaling customer-driven innovation throughout your company.
    CX Strategy, Experience Design & Innovation

  • 1:00pm - 5:00pm
    Translating engagement to business results and balancing financial goals with the demands of creating compelling customer experiences is a constant challenge. Learn how to build and communicate models so the organization (and each stakeholder) sees the value of delivering a great customer and employee experience. Learn to target, measure and achieve benefits of call reduction, increased retention, referral increases, and reduce cost to serve from CX improvements – while you engage your customers. Embed structure for CX benefits into your internal processes, discover the art and science of tracking benefits realization and avoid common CX challenges.
    Customer Insight and Understanding
    Metrics, Measurement and ROI