Agenda Day 3

7:30 AM - 8:30 AM Networking Breakfast

8:30 AM - 8:45 AM Chairman’s Opening Remarks

Ben Wiseman, Managing Director, C Space


Ben Wiseman

Managing Director
C Space

8:45 AM - 9:15 AM Opening Address: CXO insights: Patient Experience Design & Innovation- Treat People, Not Patients, and Transform the Health Care Experience for Entire Community

Lynn Skoczelas, Chief Experience Officer, Sharp HealthCare
As a CXO at Sharp, Lynn’s journey started with enhancing the customer experience, educating and infusing 20,000 employees, physicians and volunteers with behaviors and attitudes of service, which in turn have created a dynamic of gratitude transforming Sharp and the philanthropy program.
· Seven pillars of excellence: Quality, Service, People, Safety, Finance, Growth, and Community
· Increase employee and physician satisfaction, decrease turnover, and up patient satisfaction with increase revenue and market share
· Prioritize customer experience and promote a customer centric value proposition throughout the organization


Lynn Skoczelas

Chief Experience Officer
Sharp HealthCare

9:15 AM - 9:45 AM Case Study: Metric for Success: Earning Customers for Life

Heather Magaha, SVP, National Client Service Manager, Wells Fargo
With empowered customers and raised expectations, a company must learn how to develop a new way to make positive impacts on customers. Heather Magaha will talk about the strategy, execution and results of a program that has built lasting customer relationships and created value for the customer while driving loyalty.
Key takeaways:
· How to use a growing supply of data to understand customers better
· How to better engage customers at the right time in unexpected ways
· Leveraging customer successes by understanding customer personas


Heather Magaha

SVP, National Client Service Manager
Wells Fargo

9:15 AM - 9:45 AM Case Study: Many B2B Companies Have Always Known Exactly Who Their Target Audience Was: Purchasing and Operations Departments

Kristin Guthrie, Vice President Customer Experience, ICW Group
Kristin Guthrie challenges that assumption, and instead seeks to define customers as individuals rather than departments. This presentation outlines a step-by-step process to marry B2B and B2C research, analysis, and communications tools. And how to turn this definition upside down, “Research statistics are “real life information, with real people removed.””
Using examples from actual industry case studies, you’ll learn how to identify and avoid common market misconceptions; how to adapt your analysis to more precisely fit modern business realities; and how to transform traditional market segmentation into persona’s - human beings rather than departments. Takeaways from this presentation:
· Long-held customer stereotypes no longer fit business realities
· People – not companies and departments – purchase products
· Segmentation results can be translated into persona’s that evoke emotion and resonate through the organization


Kristin Guthrie

Vice President Customer Experience
ICW Group

9:45 AM - 10:15 AM Business Meetings 12

10:15 AM - 10:45 AM Business Meetings 13

10:45 AM - 11:15 AM Networking Break

11:15 AM - 11:45 AM Case Study: Customers Are Not All the Same - How to ID and Gain the Customers that are 10X More Valuable

Eric Rasmussen, VP Consumer Insights, Groupon
Evaluating your customers allows you to identify those who best fit your business priorities. These will depend on your strategy. Looking after your customers helps build customer loyalty. Selling more to existing customers can be far more cost-effective and profitable than finding new ones.
· Using multi-touch attribution models to mapping the customer journey
· Finding out your most important metrics
· Capturing a single, integrated view of data from every channel
· Track post-conversion events to predict the customer lifetime value (CLV)


Eric Rasmussen

VP Consumer Insights

11:15 AM - 11:45 AM Case Study: The Lens Of CX- Developing And Implementing A Customer Experience Strategy

Diana Helfinstine, Vice President of Customer Experience, Essilor of America
The holistic view of customers is becoming increasingly important. Companies are trying to develop a blend of an increasing array of tools to analyze them in a central location. In this session, we will explore:
· CX journey mapping and identification of touch points
· Designing and starting up a customer-experience transformation
· Linking the customer experience to value
· Taking advantage of every customer touch point with device neutral, content-centric experiences


Diana Helfinstine

Vice President of Customer Experience
Essilor of America

11:45 AM - 12:15 PM Closing Address: The Role of Chief Customer Officer

Jeanne Bliss, President, CustomerBliss


Jeanne Bliss


12:15 PM - 12:45 PM Exchange Concludes