Agenda Day 2

7:00 AM - 8:00 AM Networking Breakfast Hosted by SurveyMonkey

8:00 AM - 8:15 AM Chairman’s Opening Remarks

Focusing on a brand’s core values like Customer-centricity simplifies decisions on gaining market share in an increasingly competitive landscape. By designing your company from the customer’s perspective, an organization will be focused on the customer’s needs.
· Designing user experience in cross-channel ecosystems
· The Ultimate In-Store Experience — Creating Smarter Customer Journeys
· Omnichannel & Digital Strategies To Grow Your Bottom Line
· Extending the value of stores beyond brick-and-mortar to increase volume and revenue across all channels
· The formula to tap into The Millennial & Gen-Z Mindshare: Intelligence + Emotional + Digital


Benjamin Baum

EVP Customer Experience and Chief Digital Officer
Tailored Brands

Radha Penekelapati

Global Head of Vendor Operations & Head of Subscription Support- YouTube

Sue Martin

Global Vice President of Customer Service

9:00 AM - 9:30 AM Case Study: Customer-Focused Innovation: Discovering and Delivering on “Brand Promise”

· How to bring brands to life across multiple touchpoints from customer experience to employee behaviour
· Discovery vs. Delivery: A single solution that works for many customers to ensure delivering a robust and scalable implementation

9:30 AM - NaN:NaN AM Networking Break

10:00 AM - NaN:NaN AM Business Meetings 5

10:30 AM - NaN:NaN AM Business Meetings 6

Master Class

11:00 AM - 12:30 PM More Customers, More Impact: How to Maximize Value from Customer Feedback

Brad O'Neill, SVP of Global Sales, TechValidate
Customer references can sell your products better than your best sales reps—but only a small fraction of your customers will agree to be a reference. The challenge is two-fold: first, you have to find customers who are willing to go on the record. Then you need to figure out what to do with the feedback. In this session, we’ll explore:
· Key techniques to get more customers to participate in your marketing activities
· Ways to use customer feedback for high-impact content & actionable insights
· How to convert leads using customer evidence


Brad O'Neill

SVP of Global Sales


11:00 AM - 12:30 PM Deliver Tailored Customer Experiences by Gathering Meaningful Data through Predictive Analytics

  • Provide more actionable customer analytics and generate customer insight
  • Uniting the company by harnessing all available data across departmental silos, giving customers the intimacy they require and maximizing each interaction

11:30 AM - 12:00 PM Interactive Roundtables (Please Choose One)

1. Swim the channels- Bridging the gap between online and offline
2. Big Data gets bigger- Cognitive analytics and Content marketing in to the play
3. Millennial customers- Focusing on social media customer service
4. Protecting cyber security- Uplifting brand health while fostering innovation

12:00 PM - NaN:NaN AM Interactive Roundtables (Please Choose One)

1. Swim the channels- Bridging the gap between online and offline
2. Big Data gets bigger- Cognitive analytics and Content marketing in to the play
3. Millennial customers- Focusing on social media customer service
4. Protecting cyber security- Uplifting brand health while fostering innovation

12:30 PM - 1:30 PM Networking Lunch

Customer journey mapping is a process wherein you visualize and recreate the customer’s experience from their perspective across all the different touchpoints and points of engagement that are active. This involves streamlining every single engagement, interaction and experience so that there is absolute clarity at every stage of the customer journey regarding what the customer wants.
· Providing a framework that aligns the organization around experience to drive accountability
· Driving improvement on all the touchpoints Vs. Focusing on the specific ones
· Optimizing investments with a plan of action
· Managing employees most effectively with training and development


Karen Ellis

Chief Customer Experience Officer
San Antonio Airport

Kevin Smith

Assistant Vice President Customer Experience - Service Delivery
DFW International Airport

1:30 PM - 2:00 PM Case Study: Customer Experience Design- Acquiring the Most Valuable Customers

Hilary Hahn, Vice President, Employee Experience, Creative Strategies, & ClientCARE, Frontier Communications
· Integrating service design, digital design and physical architecture
· Using touchpoint terrain mapping to truly understand the landscape of experiences
· Scrutinizing churn rate and customer lifetime value (CLV)


Hilary Hahn

Vice President, Employee Experience, Creative Strategies, & ClientCARE
Frontier Communications

2:00 PM - NaN:NaN AM Business Meetings 7

2:30 PM - NaN:NaN AM Business Meetings 8

3:00 PM - 3:30 PM Case Study: Deliver Consistent, Seamless and Personalized Experiences Across All Channels, Touchpoints and Interactions in the Digital World

Alice Sesay Pope, SVP, Customer Experience Officer, First Horizon National Corporation
Any organization with a multichannel ecosystem should aim that independent channel interactions coordinate to create one cohesive, consistent customer experience. Consistency should be applied across the channel ecosystem which will create a holistic omnichannel experience for your brand.
· Taking a holistic approach to transform the end-to-end customer journey
· How does enterprise-wide decision influences omnichannel experience
· Customers' experience must match expectation, redefine products and restructure associates


Alice Sesay Pope

SVP, Customer Experience Officer
First Horizon National Corporation

3:00 PM - 3:30 PM Case Study: The Act of Convergence: How Digital Technology is Changing the Landscape of Health Care

Christopher Keenan, Head, Worldwide Medical Contact, Medical Capabilities, Bristol-Myers Squibb
The changing landscape of healthcare industry has necessitated the need to comply with latest advancements of technology and enhance the user experience by maintaining high degrees of precision. It has ensured an increased level of accuracy and data protection along with several other benefits. Christopher Keenan, who heads up medical customer engagement and contact centers will walk us through:
· Making data talk: Building a data-informed culture to make informed decisions with easy-to-use analytics
· Bridging the gap between assisted service and self service for a seamless experience
· Leveraging tools of artificial intelligent for machine learning in the multi channel environment


Christopher Keenan

Head, Worldwide Medical Contact, Medical Capabilities
Bristol-Myers Squibb

3:30 PM - NaN:NaN AM Networking Break

4:00 PM - NaN:NaN AM Business Meetings 9

4:30 PM - NaN:NaN AM Business Meetings 10

5:00 PM - NaN:NaN AM Business Meetings 11

5:30 PM - 6:00 PM Keynote Address: Creating a Cross-Functional CX Roadmap – Guiding the Entire Company Toward Superior Customer Experience

Georgia Little, Chief Customer Experience Officer, Prime Therapeutics
Customer experience is often considered a discrete function within an organization. The customer experience team stands as the sole champion for those who use the company's products and services. Creating a cross-functional CX roadmap requires a dialogue that brings the entire company into the CX process.
  • How does CX drive business value?
  • How do others functions across the enterprise affect a customer's experience?
  • What are the barriers within each function to improving customer experience?
  • What are the options for overcoming those barriers and what is the ROI?


Georgia Little

Chief Customer Experience Officer
Prime Therapeutics

6:00 PM - 6:30 PM Closing Address: Becoming a “Bullet-Proof” CCO - Creating Your Roadmap to Drive Sustainable, Profitable Change

Having a vision isn’t enough. It takes leadership to make a vision a reality. In this competitive world, future proofing the customer experience is a key to delivering success.
· Proving the value of the COO by tying customer experience and customer success to business value
· Insight on making trade-offs in the project selection process to back programs with higher impact
· Dealing with tough times, brand crises and uncertain markets; stories from the front lines

5:30 PM - 7:00 PM Cocktail Reception

7:00 PM - 8:00 PM Invitation-only private dinner hosted by C-Space