Agenda Day 2

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

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

Ben Wiseman, Managing Director, C Space


Ben Wiseman

Managing Director
C Space
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 - YouTube

Sue Martin

Global Vice President of Customer Service

Steven Carleton

Customer Matters

9:00 AM - 9:30 AM Case Study: Digital’s Impact on the Customer Experience

Scott Furlong, Partner, Americas, ISG
Going Digital is the talk of conference rooms and Board Rooms throughout the world and perhaps no functional area can be impacted as significantly by Digital than Customer Care and the Customer Experience. Why is the Customer Experience so important? There is a truism in today’s business environment and that is the last best experience a Customer had becomes their minimum expectation for all of their interactions regardless of the type of experience. If I can order, track, and pay for just about everything using my mobile phone and an Amazon Prime account, why can’t I do the same with auto insurance or even health insurance? Scott Furlong, who leads ISG’s Business Advisory Services practice will discuss the latest trends in Digital including some innovative use cases.


Scott Furlong

Partner, Americas

9:30 AM - 10:00 AM Networking Break

10:00 AM - 10:30 AM Business Meetings 5

10:30 AM - 11:00 AM Business Meetings 6

Master Class

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

Stuart Kerst, VP Sales Strategy & Operations, 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


Stuart Kerst

VP Sales Strategy & Operations


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

Scott Prater, Vice President, Technology, PPT Solutions
  • 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


Scott Prater

Vice President, Technology
PPT Solutions

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

1. Chatbots Aren’t Coming – They’re Already Here
Moderated by Kathleen Banashak, Global Client Support Services, Sitel
2. Anyone can be cool, but awesome takes practice - Creating remarkable customer interactions every time
Moderated by G.A. Bartick, President, R3 Consultants

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

1. Chatbots Aren’t Coming – They’re Already Here
Moderated by Kathleen Banashak, Global Client Support Services, Sitel
2. Anyone can be cool, but awesome takes practice - Creating remarkable customer interactions every time
Moderated by G.A. Bartick, President, R3 Consultants

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

Ted Chen

President- North America

1:30 PM - 2:00 PM Case Study: The Key Driver of Tomorrow’s Compelling Customer Experiences

Hilary Hahn, Vice President, Employee Experience, Creative Strategies, & ClientCARE, Frontier Communications
In this session, we’ll discuss how Frontier's team is focused on the development and thoughtful application of human-centered support strategies and techniques for customer experience.
· Creating a servant-leader model, that generates customer experiences from the inside-out
· Developing employee engagement that connects on a deep emotional level
· SuperAGENT stories shaped from our cornerstones
· Our philosophy on AI & HX (the human experience)


Hilary Hahn

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

2:00 PM - 2:30 PM Business Meetings 7

2:30 PM - 3:00 PM 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 - 4:00 PM Networking Break

4:00 PM - 4:30 PM Business Meetings 9

4:30 PM - 5:00 PM Business Meetings 10

5:00 PM - 5:30 PM 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: The Voice of Experience: How Language Can Improve Your Customer Experience

Mark Buchanan, Global Brand Experience and Brand Language Program Lead, Cisco Systems Anelia Varela, US Director, The Writer
Everyone’s talking about customer experience. And yet, in all the conversations about customer journeys and touch points, most people overlook the most tangible expression of their brand: the language they use when communicating with customers.
Cisco’s brand experience team saw an opportunity to use language to change the game in an industry where products are complex and jargon is widespread. Find out how the award-winning Cisco Language Program is changing the way people experience their brand.
Cisco had a language problem. During this session, you’ll hear about the steps they took to understand and address this issue along with some helpful advice you can apply in your organization:
· How research showed Cisco that its language was hurting its customer experience
· How the Cisco brand experience design team is tackling the big, hairy goal of changing the way 70,000 people write
· How to get your key stakeholders to buy into the idea of change
· Where to start with your own program, and how to keep up the momentum
· How to measure success once you’ve done it


Mark Buchanan

Global Brand Experience and Brand Language Program Lead
Cisco Systems

Anelia Varela

US Director
The Writer

6:30 PM - 7:00 PM Cocktail Reception

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