Schedule

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  • Conference Schedule


  • 8:30 AM - 8:40 AM

  • 8:40 AM - 9:15 AM
    Keynote

  • 9:15 AM - 9:25 AM
    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 thin; what they value and expect and how a company can rise to the needs of this market. What makes small businesses special -- hint: the owner. How to approach the challenge of CX for Small Businesses. 3-steps to success for with small businesses.
    Research/VOC

  • 9:25 AM - 9:35 AM
    Ian's 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.
    Design

  • 9:35 AM - 9:45 AM
    Experience innovation requires thinking differently about your business to allow for creative ideation and blue-sky visioning. Drones are a technological tool that has proven to be an amazing enabler for customer experience innovation - both for internal and external customers. Key takeaways: 1. Experience innovation enables operational cost savings. 2. In order to get the customer experience strategy right, brands need to commit to not only understanding their customers but being empathetic to their experiences. 3. Employee satisfaction and engagement can be achieved by eliminating unnecessary touchpoints and improving their experience.
    Tech

  • 9:45 AM - 9:55 AM
    If what keeps you up at night is the concern of not knowing how to help organizations think differently, we might have something for you. By taking a human-centric approach together with a cross-functional team from organizational change experts to service designers, we were able to design new ways of working through a strategic framework in actual human language. Key takeaways: 1. Why is Service Design relevant. 2. How might we scale new ways of thinking and working. - Encouraged individuals to find new ways to work and think differently 3. Create a human-centric change curriculum
    Culture

  • 9:55 AM - 10:05 AM
    More than 1,000 people contributed to the design of the Piedmont Atlanta Tower, an almost 1 million square foot addition to Piedmont Atlanta Hospital, Piedmont Healthcare's flagship campus. The presentation will outline the methods used to capture stakeholder input, including Piedmont's experience initiative called the "Piedmont Way." Then, the presenter will describe how the design team used the input to design a functional, flexible building. Key takeaways: 1. Innovative design methods for collecting input from over 1000 stakeholders, compiling and processing the input, and reporting the findings. 2. Translating stakeholder input into building design that is clinically functional, flexible for future changes, and transforms the patient, visitor, and staff experience. 3. Results from using the innovative design process, and planned outcomes. (Building opens in 2020)
    Design

  • 10:05 AM - 10:15 AM
    In today’s world, having a digital transformation strategy is a necessity. The transition from business as usual to digital client first is no easy feat. Keeping up can present a challenge and leave many unsure of how to proceed. Design thinking will help you examine both present and future details of a problem and explore alternate solutions. Client-led design techniques, allows you achieve quick wins and deliver a winning innovative solution for your clients and business. Everyone Wins! Key takeaways: 1. Learn examples of how you can get others within your organization to be your advocates/ambassador programs – building relationships. 2. Using Design Thinking / Design Sprints for achieving transparency, focus and actionable problem solving. 3. UI patterns and Design Systems to drive consistency
    Design

  • 10:45 AM - 10:55 AM
    The science of human behavior has uncovered rather a lot about how people experience things. Relatively little of this knowledge has trickled down to CX professionals. This talk will cover a few of the key ideas from consumer psychology and behavioral economics that can most improve CX. The talk will focus on the basics of the 2-System model of cognition, that customers have two ways of evaluating an experience—rationally and intuitively—and that CX professionals must attend to both. Key takeaways: 1. Theory isn't a bad word. You have no choice but to rely on theories about your customers--it's just a matter of whether they are empirically supported theories or superstition 2. You must understand the mindset your customers are bringing to the experience (rational vs. intuitive) 3. There are different ways of creating CX that speak to our two cognitive systems
    Research/VOC

  • 10:55 AM - 11:05 AM
    When CX and brand professionals think more like event planners – whose focus is people – and less like IT specialists – who often don’t connect with the people their solutions aim to help – it’s possible to create experiences that dramatically improve CX. In this talk, Patricia (Tricia) Houston will review five lessons from her career in experiential marketing and market research to guide CX and brand professionals in humanizing experiences and measuring their impact. Key takeaways: Why we should focus on “setting the stage” for experiences versus defaulting to adding more tech to our stack. Why measurement experience must be seamless and human. How to humanize feedback to gain internal traction and empathy
    Tech

  • 11:05 AM - 11:15 AM
    Talk will highlight the value of service design methodology for driving customer centric service solutions, aligning & partnering with cross-functional stakeholders, and creating best in class service experiences. Key takeaways: 1. Design is a strategic business partner essential for creating best-in-class experiences 2. Services can and should be prototyped to ensure service delivery systems, operating models, and touchpoint designs are delivering on KPI's 3. Great services start with understanding people, their needs, motivations, & challenges
    Design

  • 11:15 AM - 11:25 AM
    A well-known African proverb states, “It takes a village to raise a child.” The same rings true for CX programs— it takes the full support of your people to drive success. So, while we may typically be drawn to the bells and whistles of innovation, often innovation comes from the hard work of refocusing and redefining your people around your CX efforts. Key takeaways: Attendees will be provided with: Real world examples of using people-resources to drive success How to leverage a cross-functional team to engage others The value of building a team of advocates and supporters to close the feedback loop
    Culture

  • 11:25 AM - 11:35 AM
    Learn about mystery shopping from the host of Food Network’s “Mystery Diners”: What is mystery shopping? What makes mystery shopping different from CSAT studies, crowdsourcing and traditional market research? How can a company implement mystery shopping into their business model as additional customer experience measurement for their customers? New tech in mystery shopping, specifically mobile and video, and how it ties in with other KPI measures such as NPS. Three takeaways that we can apply to improving CX: 1. Start with the customer 2. Make sure any product or service solution maps back to customer needs and opportunities 3. The customer gets the last word - how to test, learn, iterate and measure success
    Research/VOC

  • 11:35 AM - 11:45 AM
    As we all know – implementing change within a large corporation is a challenge. And sometimes doing the best thing for our customers turns out to be the best thing for our employees and our business. At Cox, we invested in a new approach to how we support our customers when they are in the middle of one of the most stressful events in life. Those changes have shaped the way we serve our customers and at the very center were the employees who helped create the solution.
    Culture

  • 11:50 AM - 12:20 PM
    Keynote

  • 1:45 PM - 2:15 PM
    Panel

  • 2:20 PM - 2:30 PM
    Primitive insights, like word clouds, just don’t provide the nuanced insights that companies need to improve their customer experience strategy. These primitive CX solutions simply cannot compare to the robust analytics that are possible with Decooda CX I.Q. Decooda CX I.Q. applies cognitive psychology, deep learning and uses AI to create proprietary real-time algorithms that reveal and predict customer emotions and cognitive states that enable companies to clearly understand the context of each customer experience, so next steps can be taken with confidence. Key takeaways: 1) Prioritization of CX Investment is not possible without understanding the drivers of behavior. 2) It’s not possible to identify the drivers of behavior using primitive techniques. 3) Decooda CX I.Q. makes it possible to identify the drivers of behaviors.
    Tech

  • 2:30 PM - 2:40 PM
    Zendesk omnichannel customer service software offers simple, yet powerful solutions that make it easy for customers to engage with your business, where and when it’s right for them. Channels are connected so conversations are seamless, agents are more productive, and information can be shared across your company - all without losing focus. Key takeaways: How customers can reach you in whichever way is best for them - web, mobile app, email, voice, or chat - and easily continue the dialogue across every channel. Using an integrated interface means better context, smoother interactions, and less repetition. That means happier customer service agents - and happier customers.
    Tech

  • 2:40 PM - 2:50 PM
    It’s time to get serious about Customer Experience. Learn from Field Agent’s Amy Ramsey about how the mobile experience can provide unbiased, accurate data.
    Tech

  • 3:20 PM - 3:30 PM
    What would the hotel room of the future look like? How would we interact with it? We created a voice controlled hotel experience and let people try it out. What features did they like, what did they ignore, and what does this mean for the future of hotels and the future of voice controlled systems. Key takeaways: 1- Understanding innovation impacts requires measuring from multiple angles. 2- Voice controlled systems are powerful for the right kinds of features. 3- Voice control should follow investment in conversational UIs.
    Design

  • 3:30 PM - 3:40 PM
    Learn how understanding and managing Customer Expectations should be the key focus of any business that focuses on providing a great Customer Experience. Using examples from a 2018 New York Flagship stores survey, Lisa VanKesteren, will show how customer expectations drive the customer experience and how it’s impossible to create a great customer experience without understanding customer expectations and how important it is that employees are made aware of expectations that brand promises hold. Key takeaways: 1) How spending more time on understanding, defining and influencing customer expectations can help improve the customer experience. 2) How to analyze customer experience failures and tie them back to unmet customer expectations. 3) Recent (2018) research examples from retail and restaurant shopping that show how unmet customer expectations lead to a bad customer experience and how to avoid this.
    Research/VOC

  • 3:40 PM - 3:50 PM
    Innovation is hard work and it doesn’t just happen. It takes strategy, discipline and intentionality. If you want a strong culture of innovation, you need tactics to make it happen. This session will provide a high-level of overview of what contributes to developing a strong culture of innovation in an organization. Key takeaways: Learn about the principles of innovators, innovative guiding principles, best practices for innovative workspaces and how all this relates and impacts culture.
    Culture

  • 3:50 PM - 4:00 PM
    The Google Design Sprint is an increasingly popular tool used to take the risk out of product innovation. The Sprint applies design thinking principles to solving big problems in an accelerated time frame. This talk will explore what Sprints are really good for and how to apply similar approaches to improving the customer experience.
    Tech

  • 4:30 PM - 4:40 PM
    The talks will cover the following areas: - Consumer adoption of voice technologies. - How voice interactions will evolve - Examples of companies using voice technology to create new experiences - Tips for anyone considering creating voice experiences - How to use user research methods to inform voice experiences - Technology challenges and picking the right platforms. Key takeaways: 1. 3 Tips to anyone thinking about designing voice applications. 2. User research techniques that will power your voice UI.
    Tech

  • 4:40 PM - 4:50 PM
    We’ve heard “culture eats strategy for breakfast” but how many companies truly empower employees to live the culture. At The Home Depot culture is fundamental to our value-based company. In Enterprise User Experience IT our culture encourages innovation by working in a balanced team to bring better solutions for our associates and our customers. Let's explore some ways to keep culture fresh and sustainable during challenge and change. Key takeaways: Culture and Innovation Creating Value through Values How to Sustain Culture through Change
    Culture

  • 4:50 PM - 5:00 PM
    Service design creates value in new places in the organization. Vollmer's talk focuses on Service Design at the intersection of innovation, marketing, and sales. It will highlight new methods for executing service design in large high-tech organizations such as NCR, with a diverse set of internal and external stakeholders. Key takeaways: • New application areas of Service Design methods for the co-creation of experiences • Explorations of teaching service design fundamentals to an extended stakeholder group for faster overall application of the methods • New tools for Service Design at scale & across multiple geographies.
    Design

  • 5:00 PM - 5:10 PM
    Humans have unique needs, emotions and expectations, contributing to how they experience today’s brands. Quant data, such as A/B tests, only tell part of the story. Digging into the “why” helps CX professionals understand their customers and produce more compelling campaigns. By using quick, remote, customer interviews, marketers can get insights & context into how their approaches will perform in real life. Iterations on their approaches can lead to lifts in awareness, affinity, and overall CX. Key takeaways: Adopting an agile marketing strategy is key to using customer insights to impact the experience. The power of human insights in providing better customer understanding, leading to better CX. Agile research, specifically remote, unmoderated research, as the perfect way to collect insights on whether your materials resonate with your customers, align with their expectations, or are compelling to them.
    Research/VOC

  • 5:10 PM - 5:20 PM
    Video now permeates every part of our lives. Snapchat, Facebook, and Instagram stories make sharing video clips of one’s life both effortless and necessary as the demand for video “proof” grows. So how can brands “prove” the story behind their CX scores? Video insight platforms now enable brands to capture and share rich customer stories alongside their existing VoC programs. Get beyond scores, deepen your customer understanding and engage your entire organization with video insights. Key takeaways: Join Voxpopme as we explore how incorporating agile video can: 1. Enrich customer understanding 2.Provide a unique customer experience 3. Heighten stakeholder engagement
    Research/VOC

  • 5:20 PM - 5:30 PM
    Without CX greatness Innovation, Disruption & Digital Transformation are rendered meaningless. All organizations talk about CX, claim customer obsession, user experience, ease of use, and all other expected and desired traits they THINK will give them the image of CX leadership. In reality most do not have the corporate culture, leadership focus, design thinking, customer journey understanding, consumer and user psyche insights, or actual devotion to CX. But it's not rocket science! Key takeaways: CX/UX greatness are not rocket science. Any organization can do them well with: 1. Leadership focus and relentless demand for CX greatness. 2. aA corporate culture of providing great CX to internal employees so they better understand the joy of great CX and impact on customer behavior. 3. Bringing real world users closer to product managers, CX designers, and engineers
    Tech

  • 5:30 PM - 6:00 PM
    Design is at the core of building great products. Paul will discuss how startups use design and designers to help shape those products and customer experiences. Key takeaways: 1) The versatile role of design in startups 2) Product storytelling to enhance the experience 3) Building the right team, process, and product
    Keynote

  • 6:00 PM - 6:10 PM

  • 6:15 PM - 8:00 PM