2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

  • Published on
    12-Apr-2017

  • View
    823

  • Download
    0

Transcript

Erica Javellana, Speaker of The House,ZapposDon Fertman,Chief Development Officer,Franchise World Headquarters/SUBWAYTim Hassed,Director, Digital CustomerExperienceTelus CorporationRick Medeiros,Executive Director, Lenovo.comGlobal Usability & Customer Experience,LenovoFrederick Crosby,VP, Western Union Digital - Business Development & Marketing, Western Union Customer Experience Journey Mapping Journeying into the Consciousness of the Customers321 Social Media Analytics and Customer Experience S E C O N D A N N U A LDIGITALCUSTOMER EXPERIENCES T R A T E G I E S S U M M I TSeptember 23rd - 24th, 2015 | Chicago | Hyatt Regency McCormick PlaceWorld-renowned thought leaders: Exclusive Insights on: Omni-Channel Customer-centric Culture Engagement & Loyalty Personalization Emerging Channels Metrics & Analytics Social & MobileRegister Today at: www.digitalcustomerexp.comAward-WinningCase Studies& SpeakersdClearActionEnabling customers to love youGold Sponsors: Bronze Sponsor: Partners:Success stories on mobile, social, and personalization from leading brands to help you transform your CXRegister by Calling 1-866-298-9343Welcome to the Digital CX Summit, the only US-based event of its kind... Giving you the depth and breadth on leveraging digital channels, tools and tactics.Featuring 10+ world-class case studies, you will take away comprehensive advice and practical solutions to seize opportunities in this rapidly developing field. Discover innovations in mobile, social, virtual agents, personalization, VoC and analytics. Make the right digital investments for your CX strategy. Create lasting impact on your customer satisfaction, retention and sales. Join industry thought leaders and experts who are passionate on digital and CX.Fortune 500 and other past attendees include:Your Digital CX teamAmerican Express Southwest Airlines Barneys New York Nationwide Insurance Blue Cross & Shield Cleveland Clinic Attensity Export-Import Bank Broadridge Financial Hewlett Packard IBM Indigo.ca Colgate-Palmolive JetBlue Airways Manulife McGraw-Hill Education Pfizer Ralph Lauren Accenture RetailMeNot, Inc. Vitamix Schneider Electric WestJet Symantec USAA Adobe Zipcar maxymiser Rue La La Lancome USA Healthfirst Dell Environics GoDaddy Direct General Insurance NYC 311Who was there in 2014Attain crucial insights from10+ leaders in CX:Register Today by Calling 1-866-298-9343 x 200 This is the best DCX conference Ive attended! Lots of great info... Director, Digital Customer Experience, Schneider Electric I have been very impressed. Great speakers and presentations relevant topics, good pace. VP, Operations & Data Quality Diviosn, Export-Import BankExecutives involved in any aspect of customer experience strategy, design,management and implementation... Financial Services Pharmaceuticals Healthcare Hospitality & Entertainment Technology RetailIndustry experts and vendors who provide advice, service and/or products to help CX executives... Customer Experience Consultants Digital/Marketing Agencies Marketing Automation/CRM/Platforms Enterprise Content Management Firms Social Media Platform Software Big Data Companies 3 pre-conference workshops for in-depth learning Cross pollinationof ideas from moreindustriesNew content:B2B, culture, virtualassistance and VoCSpeednetworkingsessionAward-winningcase studies andspeakersMobileround tableReGiSteR toDAy!your quickest way to impact CX is through digital channels! 1-866-298-9343 registrations@strategyinstitute.com www.digitalcustomerexp.comtake away 10 solutions to drive your CX: Mobile: Create mobile-first strategies Transformation: Embrace lean and agile methodologies Personalization: Deliver relevance and value Social: Source ideas to innovate Analytics: Improve the ROI on your CX initiatives Omni-Channel: Maximize impact Metrics: Identify the right indicators for success Customer-Centricity: Create a customer-first culture Voice of Customer: Key strategies to listen actively Customer Journey Mapping: How customers interactLinkedinJoin the Digital Customer Experience community and share your views with our growing group memberstwitterSpread the word and engage in the debate by tweeting your thoughts using #DCX Summit or follow @DigitalCustXJoin our online communityDrive your CX transformation through digital channels. Reap enormous rewards. What makes the Digital CX summit different!This summit was designed for leaders looking to transform their CXFollow us on twitter @DigitalCustX8:15 AM Opening Comments from the ChairJC Quintana,Customer Relationship Author & Strategist; Former Global Head of Innovation, Customer Strategies,Hewlett Packard8:30 AM Keynote Address: Creating and Sustaining a Culture of Service The Zappos StoryHow To Continuously Improve Your CX Performance through Digital Channels Every day, everyone in your company affects the culture and in turn your customers experience. By developing a culture of service, you can make positive change happen every day. By using all the various channels including digital, such as mobile, social and web, you can finally become the customer service company you have wanted to be. Zappos.com has grown their business because of the service they provide to their customers. Emulate their success and gain insight into: Zappos value system Approach to customer service and engagement How this Culture of Service can be applied to any industry.Develop strategies to become a CX leader and grow your businessErica Javellana,Speaker of the House,Zappos7:35 AM Registration and Continental Breakfast9:30 AM Interactive Q&ACreate Better Digital Experiences for Your Customers to Drive Customer Loyalty and Higher Profits Translate CX talk into the boardroom and get C-suite excited about digital CX Rally your organization around a new culture of customer centricity Create digital experiences that help customers make the right decision and meet their needs Get a glimpse into what it takes to better deliver experiences for your customers digitally. Ingrid Lindberg,Former Chief Customer Experience Officer,Prime TherapeuticsStevie Awards - Maverick of the Year & Best New Product or Service of the YearWednesday September 23rd, 2015Aimee Lucas,CCXP, Customer Experience Transformist,VP,Temkin Group10:30 AM Customer Journey MappingUsing Customer Journey Maps to Make the Right Digital Investments and Improve Your Customers Experiences Identify the interactions that have the most impact on customer loyalty Investigate key areas for digital CX improvements and innovations that will impact your ROI Elevate customer-centricity across the organization1:00 PM Industry ExpertsHow to Achieve Outstanding Business Results Through Effective Digital Experience Environments Enhance digital transformation to yield enhanced business outcomes Anticipate and engage for meaningful customer experiences from a single-user perspective Provide consistent experiences across multiple channelsJerry Wager, Business Unit Executive North America Sales,IBM DIGITAL EXPERIENCE SOFTWARE1:45 PM Mobile RoundtableHow to Develop a Mobile-First Strategy to Deliver Delightful Digital Experiences and Improve Customer Engagement Levels Customers mobile behavior and how mobile can alleviate key pain points Smart investments that focus on impact Strategies to design and deliver best-in class mobile experiences to exceed expectations Realize the full potential of your mobile strategy to improve your CX. Tim Hassed,Director, Digital Customer Experience,TELUS CorporationRick Medeiros,Executive Director, Lenovo.com Global Usability & Customer Experience,LenovoKaren Kerley,Director, Client Experience,TradeKing11:15 AM Case Study: TELUS Digital LabsCreating a Sandbox for Innovation to Build Mobile Experiences Through Customer-First Collaboration Lean and agile methodology: Experiment, embrace failure, and empower your employees Co-create with customers: Integrate feedback throughout design process Build what you can measure: Use data to validate and create value for customersCreate industry-leading and compelling digital experiences for your customers.Tim Hassed,Director, Digital Customer Experience,TELUS Corporation12:00 PM Networking LuncheonJoin the conference speakers and your peers for a relaxing luncheon.Register Today by Calling 1-866-298-9343 x 200 2:30 PM Industry Expert4:15 PM Keynote AddressBuild and Deliver Holistic Omni-Channel Experiences to Ensure Consistent Outcomes Across Channels Move away from siloed approaches and adopt single view of the customer across touchpoints Identify omni-channel efforts to create the most valuable experiences for customers Ensure painless customer transitions across touch-points Measure the success of your omni-channel experienceManage your customers expectations with consistency across all touch-points.Bobby Fan,Head of the Americas, Director of Marketing and Business Development, Western Union DigitalMichael Allenson,Senior Strategic Consulting Director,MaritzCX3:30 PM Industry Expert: Voice of the CustomerBuild an Effective Voice of the Customer Program to Continuously Improve Your Digital CX and Business Performance Identify key listening channels to optimize your resources Put processes in place to disseminate VoC insights across departments Be prepared and take action on gained insights to improve the digital customer experienceCome away with key tactics to improve your VoC maturity and your digital experiences.thursday September 24th, 20157:45 AM Registration and continental breakfast8:15 AM Opening comments from the Chair8:30 AM Keynote addressInterview with Don Fertman, SUBWAYHow does a company decide which platforms to pursue and invest in? Join this discussion and learn how to determine which digital technologies are right for your organization.Get insights to make the right digital investments to advance your digital experiences.Don Fertman,Chief Development Officer,Franchise World Headquarters, Subway9:00 AM Industry Expert: Digital TransformationRewire the Digital Customer Experience to Connect Emotionally with Customers,! Outside in: know your customers interactions and pain points Knowledge, Context, Analytics: capitalize on 3 key elements to personalized experiences Effortless Experiences: leverage tips for making it easy to do business Total Household Approach: understand not only who your customer is, but understand who their household is for better engagementLauren KindzierskiVP of Solutions & Capabilities, Global Growth Strategy & Marketing Team, HGS10:15 AM Mid-Morning Networking Break9:30 AM Case Study: Lenovo.comHow to Transform Customer eXperience to Build an Enduring Brand Create the urgency to build a CX culture Revolutionize how we measure the CX journey end-to-end Make design a partner in CX success Iterative learning: CX challenges and opportunitiesStand out from the crowd and achieve your digital CX objectivesRick Medeiros,Executive Director, Lenovo.com Global Usability & Customer Experience,Lenovo10:45 AM Industry ExpertRegister Online at www.digitalcustomerexp.com5:00 PM Speed Networking and cocktail reception Develop Relationships and Fresh Ideas Engage thinkers, doers, and trailblazers in customer experience. Quick rotations will help you break the ice and get to know fellow CX executives and professionals. Bring your business cards, make the right connections, and build exclusive knowledge!3:00 PM Mid-Afternoon Networking BreakInteract with conference speakers and fellow attendees.1:00 PM Industry Expert2:00 PM Case Study: TradeKingManage Customer Perceptions Via Social Media to Minimize Attrition Rates Reduced customer angst in advance of the merger Created a smooth transition for customers Retained & enhanced long term relationships with a new customer setKaren Kerley,Director, Client Experience,TradeKing1:30 PM Case study: build-a-bear workshopHow to Leverage Digital to Build Personalized Emotional Experiences that Improve Engagement and Overall SalesAs the inventor of the experiential mall-based retailing, Build-A-Bear understands the value CX has on its long term profitability. In response to how young digital natives play today, the organization created an integrated physical-digital approach to meet the demands and expectations of its customers, while keeping the hands-on aspect that make the brand.Brian Sawyer,Senior Managing Director, Digital,Build-A-Bear Workshop.3:05 PM Case Study: USAAHow to Use Virtual Agents to Meet Customers Needs to Enhance the Omni-channel Experience Enable personalized support and better use of live agent skills Learn from customer behavior to provide more sophisticated services Make cross-channel interactions with your brand painless and seamlessNeff K. Hudson,Vice President,Emerging Channels,USAA3:50 PM Case Study: DigicertCreate Your Digital CX Command Center to Secure Customer Retention Service the customer through customer-preferred channels Manage interactions with the right contextual information Optimize your resource allocation across channelsFlavio Martins,Vice President, Operations,DigiCert4:35 PM Conference Adjourns12:00 PM Networking LuncheonvvPre Conference Workshops | tuesday, September 22nd, 20151. Use CX Personas and learn what motivates your customers.2. Dive deep into critical touchpoints.3. Break down organizational silos and work together to innovate.4. Demonstrate an ROI and get the buy-in you need to succeed.Arm your organization with the right tools to create experiences across channels that will engage your customers.Workshop A: Customer experience Journey Mapping your Road to Success 9:00 AM 12:00 PMCarol Bueherns,Customer Experience Strategist,ICW Group1. Aggregate and analyze feedback from social media 2. Get to know your social customers and leverage their influence 3. Make real-time and intelligent decisions based on analyticsEnable faster and better response to your customer feedback to improve retention and loyalty.Workshop C: Social Media Analytics & Customer experience1:00 PM 4:00 PMMunish Gupta,Director, Marketing Analytics,Dell 1. Identify the key principles of any customer relationship 2. Uncover the unseen mindset structure that drives every relationship. 3. Gain valuable tools for understanding how it works 4. Reflect how to improve relationships through any medium, at any time 5. Discover more about yourself and othersWorkshop B: Journeying into the Consciousness of the Customer, the What, Where, How and Why of the Customer Relationship 1:00 PM 4:00 PMGet more from your conference experience! Join our highly focused, hands-on workshops, led by a carefully selected industry expert.Join Digital Customer experience Community11:15 AM Metrics PanelChoose the Right Metrics to for Digital CX Identify the right combination of metrics to measure CX and Digital CX success Benchmark your performance across competitors and industries Leverage your omni-channel data to improve decision-making, customer engagement and loyaltyRedesign your metrics to maximize your CX and digital CX strategy. Carol Bueherns,Customer Experience Strategist,ICW GroupMichelle Morris Freet,Associate Director, Client Experience,Crowe HorwathSimon Wren | Sponsorship ManagerT: 1-866-298-9343 x 229E: wren@strategyinstitute.com To learn more on sponsorship and exhibiting opportunities, please contact:Meet c-level executives and grow your business Build brand awareness in a high opportunity market Exhibit InformationPosition yourself as an expert in the dynamic world of Digital CXBenefit from an environment conducive to intimate businessdiscussions and big developementDevelop new and existing relationships during relaxed networkingShowcase your latest product/service offeringsExhibitionRoomConferenceRoom23456789101Food & BeverageNetworking& DialogueThought LeadershipOpportunitySimon Wren | Sponsorship ManagerT: 1-866-298-9343 x 229E: wren@strategyinstitute.com To learn more on sponsorship and exhibiting opportunities, please contact:Meet c-level executives and grow your business Build brand awareness in a high opportunity market Exhibit InformationPosition yourself as an expert in the dynamic world of Digital CXBenefit from an environment conducive to intimate businessdiscussions and big developementDevelop new and existing relationships during relaxed networkingShowcase your latest product/service offeringsPresident, CEO, VP 10% 30% Chief/VP/Director/Manager Digital Customer ExperienceOther 10%VP/Director/Head of 15% Digital Customer Service, Customer Care 25% Chief/VP/Director/Manager of Marketing, Digital Marketing, Social Media title BreakdownVP/Director/Head Operations 10% Solutions Providers: Raise your profile Sponsorship & exhibit opportunitiesConnect with world leading CX solution providersFind answers to your biggest challengesGrow your business and cement your market leadership in providing CX advice, services and products.Register Online at www.digitalcustomerexp.comSource intelligence from 10+ LeadersS E C O N D A N N U A LDIGITALCUSTOMER EXPERIENCES T R A T E G I E S S U M M I TSend THREE delegates and the FOURTH delegate attends for FREE!ATTENTION MAILROOM: If undeliverable to addressee, please forward to: Customer experience, Customer Care & Client Services, Marketing, Strategy, operations Registration fee:The registration fee includes luncheon, receptions, refreshments, networking breaks, continental breakfast, and original course materials. Payment is required in advance and can be made by company check, VISA, MasterCard, or American Express. Please make cheques payable to the Strategy Institute Inc. and write the registrants name on the face of the cheque.Early Bird special:Expires on July 24th, 2015. Cannot be used with group discount.Group Discount:A Group Discount is offered for this conference (not in combination with any other offer). To be eligible for the Group Discount, delegates MUST register at the same time. The total discount per delegate (including applicable group discounts, etc.) MUST not exceed 25% of the regular conference cost.Cancellations:Cancellations must be received in writing by September 9th, 2015. Cancellations received by this date will be eligible for a prompt refund less a $495.00 administration fee. If you register for the program and do not attend, you are liable for the full registration fee unless you cancel according to the terms stated above. If you are unable to attend, delegate substitution is permitted up to, and including, the day of the conference.Admission Policy: Strategy Institute reserves the right to restrict entry to the conference to any individual. Any such person requested to leave the conference site shall do so immediately upon request, whether previously issued a badge permitting entry. There is no refund payable with respect to anyone refused entry. Any information obtained at the conference cannot be relied upon for any particular set of circumstances, cannot be taken as professional advice or opinion. Attendees must consult with the appropriate professional before acting in response to information obtained at the conference. Evening Social Activities: Please drink responsibly. Strategy Institute shall not be liable for any consequential damages and/or personal injuries caused by excessive or irresponsible alcohol consumption.CONFERENCE CODE: 115032WednesdaySeptember 23RD &ThursdaySeptember 24th, 2015 cHICAGO, ilConference Only $1,995 $2,195Conference+ 1 Workshop$2,490 $2,690$3,085 $3,280Workshop Only $595 eachCONFERENCE PRICINGSAVE $200Register by July 24thRegularConference+ 2 Workshops4 easy ways TO REGISTER:1-866-298-9343 ext. 200registrations@strategyinstitute.comwww.digitalcustomerexp.comStrategy Institute230 Park Avenue, 10th FloorNew York City, NYUSA 10169Award-Winning Case Studies & Speakers on: Social & mobile Customer-centric Culture Omni-Channel Engagement & loyalty Personalization Emerging Channels Metrics & analyticsHyatt Regency