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Chief Customer Officers, Fall

October 16-17, 2019 | W Hoboken

Download the Agenda Book Now

This year's program will be defined into three dominant areas in order to really approach the themes holistically.

CCOIFall_Themes

Day 1
October 16th
08:00

Registration Opens

Join us for early morning breakfast items and networking in our exhibition area. Meet the team and get comfortable for the two great days ahead.

Registration Opens

October 16 | 08:00 - 08:45

Join us for early morning breakfast items and networking in our exhibition area. Meet the team and get comfortable for the two great days ahead.

Speaking:

08:45

Chairman's Opening Remarks

Chairman's Opening Remarks

October 16 | 08:45 - 09:00

Speaking:

09:00

Mind - Keynote Presentation: Advisor, Analyst, Acquaintance of the Customer: Identifying the Customer Role

· Where does your role currently sit?

· Advisor: The Customer Role, the middle-man providing customer insights to other departments

· Analyst: of data for Customer feedback, experience so on

· Acquaintance: The C-Suite friend to the Customers, or every team member’s role Key

Key Take Away's Include: - Match your role and maturity to generate a greater understanding of you own positionality and how this impacts your outcomes.

Speaking:

Rich Wilson, Kimberly Clark Professional

Rich Wilson

Global CX Lead, Kimberly Clark Professional

Mind - Keynote Presentation: Advisor, Analyst, Acquaintance of the Customer: Identifying the Customer Role

October 16 | 09:00 - 09:20

· Where does your role currently sit?

· Advisor: The Customer Role, the middle-man providing customer insights to other departments

· Analyst: of data for Customer feedback, experience so on

· Acquaintance: The C-Suite friend to the Customers, or every team member’s role Key

Key Take Away's Include: - Match your role and maturity to generate a greater understanding of you own positionality and how this impacts your outcomes.

Speaking:

Rich Wilson, Kimberly Clark Professional

Rich Wilson

Kimberly Clark Professional

09:20

Body – Insider Session: Showing it, and Knowing it: What is the actual ROI for Customer Work?

· How do you demonstrate to the rest of the C-Suite the work you’re doing is much more than “It’s nice to do” and move the messaging into “It’s crucial to do”?

· How do you speak to the c-suite without compromising your message?

· How do you move beyond executive buy-in and into team, and departmental buy-in?

Key Take Away's Include: - Learn how to get everyone on the same page and create a company-wide understanding of ROI for Customer work

Body – Insider Session: Showing it, and Knowing it: What is the actual ROI for Customer Work?

October 16 | 09:20 - 09:50

· How do you demonstrate to the rest of the C-Suite the work you’re doing is much more than “It’s nice to do” and move the messaging into “It’s crucial to do”?

· How do you speak to the c-suite without compromising your message?

· How do you move beyond executive buy-in and into team, and departmental buy-in?

Key Take Away's Include: - Learn how to get everyone on the same page and create a company-wide understanding of ROI for Customer work

Speaking:

09:50

Soul – Panel Discussion: How to Build a Customer-centric Company-wide Culture – Making Everyone a Customer Champion

· Every company claims to be customer-centric – but how do we transition this message from concept to reality?

· Uncover what a customer-centric culture look like.

· What data can be harnessed and utilized to enable a 360 Customer view?

· What are the implications for start-ups in comparison to legacy companies?

· Is there an Industry divide within this discussion?

Key Take Away's Include: - Grasp a better idea of what a Customer-centric Culture means to you, and how you are going to continue to build upon it.

Speaking:

Liliana Petrova, JetBlue

Liliana Petrova

Former Director, Customer Experience Programs, JetBlue Airways

Trina Uzee, Allstate

Trina Uzee

Executive Director of Creative and User Experience, Allstate

David Kepron, Marriot International (1)

David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands, Marriott International

Calvin St Juste, Morgan Stanley

Calvin St Juste

Chief Operating Officer of Global Fraud, Morgan Stanley

Soul – Panel Discussion: How to Build a Customer-centric Company-wide Culture – Making Everyone a Customer Champion

October 16 | 09:50 - 10:20

· Every company claims to be customer-centric – but how do we transition this message from concept to reality?

· Uncover what a customer-centric culture look like.

· What data can be harnessed and utilized to enable a 360 Customer view?

· What are the implications for start-ups in comparison to legacy companies?

· Is there an Industry divide within this discussion?

Key Take Away's Include: - Grasp a better idea of what a Customer-centric Culture means to you, and how you are going to continue to build upon it.

Speaking:

David Kepron, Marriot International (1)

David Kepron

Marriott International

Liliana Petrova, JetBlue

Liliana Petrova

JetBlue Airways

Trina Uzee, Allstate

Trina Uzee

Allstate

Calvin St Juste, Morgan Stanley

Calvin St Juste

Morgan Stanley

10:20

Reflection Time

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the Role and the worth of Customer Work holistically.

Reflection Time

October 16 | 10:20 - 10:30

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the Role and the worth of Customer Work holistically.

Speaking:

10:30

Morning Coffee & Networking

Time for a Coffee and a chance to meet who is in the room.

Morning Coffee & Networking

October 16 | 10:30 - 11:00

Time for a Coffee and a chance to meet who is in the room.

Speaking:

11:00

Mind – Panel Discussion: “There’s a Person Behind that Number”: How do you remind your Company to Humanize their Data?

· Somewhere within the data process the customer being viewed as a human becomes lost.

· This issue becomes accelerated for those working with sensitive data, posing huge ethical questions.

· How within the midst of vast quantity of data can the customers voice be present?

· Can this voice then be extended into a dialogue between all team members and the customer?

· Move beyond personalisation in your approach, and into humanisation.

Key Take Away's Include: - Take back to the office a toolkit for helping your team humanize their data. Understand the need for the Customer Voice to be present within Data. Generate a knowledge of how to ensure your team want to listen to the Customer to inform their work.

Speaking:

Richard Charette, Wells Fargo

Richard Charette

Associate Vice President - Digital Experience Design (DXD) , Wells Fargo

Gabi Steele, WeWork

Gabi Steele

Project Lead - Data Visualization & Data Culture Engineer, WeWork

Mind – Panel Discussion: “There’s a Person Behind that Number”: How do you remind your Company to Humanize their Data?

October 16 | 11:00 - 11:30

· Somewhere within the data process the customer being viewed as a human becomes lost.

· This issue becomes accelerated for those working with sensitive data, posing huge ethical questions.

· How within the midst of vast quantity of data can the customers voice be present?

· Can this voice then be extended into a dialogue between all team members and the customer?

· Move beyond personalisation in your approach, and into humanisation.

Key Take Away's Include: - Take back to the office a toolkit for helping your team humanize their data. Understand the need for the Customer Voice to be present within Data. Generate a knowledge of how to ensure your team want to listen to the Customer to inform their work.

Speaking:

Gabi Steele, WeWork

Gabi Steele

WeWork

Richard Charette, Wells Fargo

Richard Charette

Wells Fargo

11:30

Body – Insider Session: Risky Signal Recognition: Safeguarding your Customer both Online and Off

· Every company has a corporate responsibility for those they impact with their services.

· How are the start-ups whom merge online and offline experiences safeguarding their Customers?

· Within this case study, we will see how Airbnb collect negative customer experiences, and from this learn about the signals their customers missed, to educate future customers from following the same path.

· The processes they have in place to ensure their Customers are humanized in each process.

Key Take Away Include: - Locate within your own examples ways to ensure you are doing the most to navigate negative experiences to ensure that are avoided in the future.

Speaking:

Real Canty, Airbnb

Real Canty

Experience and Design Researcher, Airbnb

Body – Insider Session: Risky Signal Recognition: Safeguarding your Customer both Online and Off

October 16 | 11:30 - 12:00

· Every company has a corporate responsibility for those they impact with their services.

· How are the start-ups whom merge online and offline experiences safeguarding their Customers?

· Within this case study, we will see how Airbnb collect negative customer experiences, and from this learn about the signals their customers missed, to educate future customers from following the same path.

· The processes they have in place to ensure their Customers are humanized in each process.

Key Take Away Include: - Locate within your own examples ways to ensure you are doing the most to navigate negative experiences to ensure that are avoided in the future.

Speaking:

Real Canty, Airbnb

Real Canty

Airbnb

12:00

Soul – Insider Session: Walk a Mile in Their Shoes - Taking the Customers Perspective for a Walk

· The Customer care about their experience, engagement and success with your company – Do you truly know what it’s like to be in their shoes?

· How do you ensure your role does the best by the Customer – and how can you expand this into everyone’s focus?

· This humanizing process can help ensure that data is approached with a view of the Customer.

Key take away's Include: - Realise the benefit of taking stock of your customer’s perspective; enabling Customer voice and opinion to be heard clearer.

Speaking:

Zack Hamilton, Aarons

Zack Hamilton.

Senior Director, Customer Centric Initiatives, Experience & Sales, Aaron's

Soul – Insider Session: Walk a Mile in Their Shoes - Taking the Customers Perspective for a Walk

October 16 | 12:00 - 12:30

· The Customer care about their experience, engagement and success with your company – Do you truly know what it’s like to be in their shoes?

· How do you ensure your role does the best by the Customer – and how can you expand this into everyone’s focus?

· This humanizing process can help ensure that data is approached with a view of the Customer.

Key take away's Include: - Realise the benefit of taking stock of your customer’s perspective; enabling Customer voice and opinion to be heard clearer.

Speaking:

Zack Hamilton, Aarons

Zack Hamilton.

Aaron's

12:30

Reflection Time

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the humanization and our perspective of the Customer.

Reflection Time

October 16 | 12:30 - 12:45

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the humanization and our perspective of the Customer.

Speaking:

12:45

Lunch & Networking

Over a delicious lunch take your conversations further and explore your thoughts with other experts within the room.

Lunch & Networking

October 16 | 12:45 - 14:00

Over a delicious lunch take your conversations further and explore your thoughts with other experts within the room.

Speaking:

Track A - Beginning

2:00

Discussion Group 1A: The Real Life Value of Data within Customer Work?

· Going beyond the jargon what is the real life value of data

· What can you gain by embracing data-driven decisions from the very beginning?

· What capabilities have you realised since using them?

Speaking:

Gabi Steele, WeWork

Gabi Steele

Project Lead - Data Visualization & Data Culture Engineer, WeWork

Discussion Group 1A: The Real Life Value of Data within Customer Work?

October 16 | 14:00 - 14:45

· Going beyond the jargon what is the real life value of data

· What can you gain by embracing data-driven decisions from the very beginning?

· What capabilities have you realised since using them?

Speaking:

Gabi Steele, WeWork

Gabi Steele

WeWork

Track B - Middle

2:00

Discussion Group 1B: From Journey Mapping, into Journey Management

· Journey mapping has been the hot topic for years, but how do we move beyond that and into journey management?

· What techniques can be used to ensure the journey you have mapped out previously is re-evaluated and consulted?

Speaking:

Crystal Collier, EA

Crystal Collier.

Former Head of Strategy, Programs and Insights, Electronic Arts

Zack Hamilton, Aarons

Zack Hamilton.

Senior Director, Customer Centric Initiatives, Experience & Sales, Aaron's

Discussion Group 1B: From Journey Mapping, into Journey Management

October 16 | 14:00 - 14:45

· Journey mapping has been the hot topic for years, but how do we move beyond that and into journey management?

· What techniques can be used to ensure the journey you have mapped out previously is re-evaluated and consulted?

Speaking:

Crystal Collier, EA

Crystal Collier.

Electronic Arts

Zack Hamilton, Aarons

Zack Hamilton.

Aaron's

Track C - End

2:00

Discussion Group 1C: NPS, Dead or Alive?

· There is a huge debate as to whether NPS is still the benchmark tool for measuring success.

· Is there a better alternative?

· What other Metrics can and are being used successfully?

· What challenges surround NPS?

· Is the issue rather than the measurement, communicating the results?

Speaking:

Simon Hunt, Manulife

Simon Hunt

VP Strategy & Design, Customer Experience, Canadian Division, Manulife Financial

Bob Buiaroski, Manulife

Bob Buiaroski

SVP Customer Experience, Manulife

Bob Azman, CXPA

Bob Azman.

Chairperson, CXPA

Discussion Group 1C: NPS, Dead or Alive?

October 16 | 14:00 - 14:45

· There is a huge debate as to whether NPS is still the benchmark tool for measuring success.

· Is there a better alternative?

· What other Metrics can and are being used successfully?

· What challenges surround NPS?

· Is the issue rather than the measurement, communicating the results?

Speaking:

Bob Buiaroski, Manulife

Bob Buiaroski

Manulife

Simon Hunt, Manulife

Simon Hunt

Manulife Financial

Bob Azman, CXPA

Bob Azman.

CXPA

Track A - Beginning

2:45

Discussion Group 2A: Brand Voice and Messaging – Ensuring Consistency

· How do you generate a voice from the beginning that helps your customer buy in to your brand?

· What can be done to ensure all departments regardless of size speak in the same tone and language to ensure consistent messaging?

· What implications are there for a fractured Brand Voice in today’s climate?

Speaking:

Richard Charette, Wells Fargo

Richard Charette

Associate Vice President - Digital Experience Design (DXD) , Wells Fargo

Kirsty Traill, Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Ana Brant, Dorchester Collection

Ana Brant

Director, Global Guest Experience & Innovation, Dorchester Collection

Discussion Group 2A: Brand Voice and Messaging – Ensuring Consistency

October 16 | 14:45 - 15:30

· How do you generate a voice from the beginning that helps your customer buy in to your brand?

· What can be done to ensure all departments regardless of size speak in the same tone and language to ensure consistent messaging?

· What implications are there for a fractured Brand Voice in today’s climate?

Speaking:

Kirsty Traill, Hootsuite

Kirsty Traill

Hootsuite

Ana Brant, Dorchester Collection

Ana Brant

Dorchester Collection

Richard Charette, Wells Fargo

Richard Charette

Wells Fargo

Track B - Middle

2:45

Discussion Group 2B: Connecting with the Customer Voice Constantly

· How do you ensure your Customer’s voice remains present in all you do whilst you’re doing it – rather than at the end of a process?

· How can we ensure the Customers voice makes its way to team members ears and they listen?

· Can you include the customer voice quantitatively?

Speaking:

Bob Buiaroski, Manulife

Bob Buiaroski

SVP Customer Experience, Manulife

Ben Noble, Erie Insurance

Ben Noble

VP Experience, Erie Insurance

Discussion Group 2B: Connecting with the Customer Voice Constantly

October 16 | 14:45 - 15:30

· How do you ensure your Customer’s voice remains present in all you do whilst you’re doing it – rather than at the end of a process?

· How can we ensure the Customers voice makes its way to team members ears and they listen?

· Can you include the customer voice quantitatively?

Speaking:

Bob Buiaroski, Manulife

Bob Buiaroski

Manulife

Ben Noble, Erie Insurance

Ben Noble

Erie Insurance

Track C - End

2:45

Discussion Group 2C: Retention and Loyalty – Don’t Neglect Money on the Table

· What does retention and loyalty look like to your company and industry?

· How do you ensure you remain focused on customer retention and loyalty as well as net new accounts?

· What can be done to ensure your focus doesn’t get pulled away to net new?

Discussion Group 2C: Retention and Loyalty – Don’t Neglect Money on the Table

October 16 | 14:45 - 15:30

· What does retention and loyalty look like to your company and industry?

· How do you ensure you remain focused on customer retention and loyalty as well as net new accounts?

· What can be done to ensure your focus doesn’t get pulled away to net new?

Speaking:

3:30

Afternoon Coffee & Networking

Grab a drink and mull over the day so far, network with us in our exhibition space.

Afternoon Coffee & Networking

October 16 | 15:30 - 16:00

Grab a drink and mull over the day so far, network with us in our exhibition space.

Speaking:

4:00

Mind – Panel Discussion: How to Best Encourage Collaboration between Digital Innovation and Current Workforce Processes?

· There has always been a fear linked with innovation, the latest technologies and becoming obsolete.

· The extent of the Digital Transformation is not yet truly known, so how do we educate our workforces that embracing digital innovation is the best way forward?

· There will always be those who resist change, how do you navigate this?

· What can be done to encourage collaboration between the old and new?

Key Take Away's Include: - Take home an armoury of examples to encourage your workforce to embrace the digital innovations as well as adapt their current processes.

Speaking:

Chester Twigg, Johnson & Johnson

Chester Twigg

Global Chief Customer Officer, Johnson & Johnson

Bob Buiaroski, Manulife

Bob Buiaroski

SVP Customer Experience, Manulife

Diane Magers, CXPA

Diane Magers

Interim CEO, Customer Experience Professionals Association

Mind – Panel Discussion: How to Best Encourage Collaboration between Digital Innovation and Current Workforce Processes?

October 16 | 16:00 - 16:30

· There has always been a fear linked with innovation, the latest technologies and becoming obsolete.

· The extent of the Digital Transformation is not yet truly known, so how do we educate our workforces that embracing digital innovation is the best way forward?

· There will always be those who resist change, how do you navigate this?

· What can be done to encourage collaboration between the old and new?

Key Take Away's Include: - Take home an armoury of examples to encourage your workforce to embrace the digital innovations as well as adapt their current processes.

Speaking:

Bob Buiaroski, Manulife

Bob Buiaroski

Manulife

Diane Magers, CXPA

Diane Magers

Customer Experience Professionals Association

Chester Twigg, Johnson & Johnson

Chester Twigg

Johnson & Johnson

4:30

Body - Insider Session: Be Creative, Be Brave - How Digitally Immersive Experiences are Providing Game-changing Sensory-Based Brand Experiences

  • This session will look at the ‘power of design’ and the evolving role of the designer in the making of relevant experiences in a digitally enabled marketplace. It will ask attendees to consider their own level of adaptability in the context of a dynamic design culture where adoption of a ‘growth vs. fixed mind-set’ will determine success.
  • Addressing the often-cited critique of digital experiences as diminishing deep connections to other people and disconnecting us from true embodied interactions with brands in relevant places made for engagement. This is being challenged by a wave of immersive digitally enabled experiences that are leveraging data to transform physical places into ‘digitecture.’

Key Take Away's Include: Being able to answer these three questions:

  • How is the pace of change effecting the characteristics of leadership approaches and why is adopting a Growth Mind-set critical to survival in a dynamic marketplace?
  • How do we experience places and why is understanding Ontological Design important?
  • How we can use digitally immersive opportunities to promote sensory-based brand experiences.

Speaking:

David Kepron, Marriot International (1)

David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands, Marriott International

Body - Insider Session: Be Creative, Be Brave - How Digitally Immersive Experiences are Providing Game-changing Sensory-Based Brand Experiences

October 16 | 16:30 - 17:00

  • This session will look at the ‘power of design’ and the evolving role of the designer in the making of relevant experiences in a digitally enabled marketplace. It will ask attendees to consider their own level of adaptability in the context of a dynamic design culture where adoption of a ‘growth vs. fixed mind-set’ will determine success.
  • Addressing the often-cited critique of digital experiences as diminishing deep connections to other people and disconnecting us from true embodied interactions with brands in relevant places made for engagement. This is being challenged by a wave of immersive digitally enabled experiences that are leveraging data to transform physical places into ‘digitecture.’

Key Take Away's Include: Being able to answer these three questions:

  • How is the pace of change effecting the characteristics of leadership approaches and why is adopting a Growth Mind-set critical to survival in a dynamic marketplace?
  • How do we experience places and why is understanding Ontological Design important?
  • How we can use digitally immersive opportunities to promote sensory-based brand experiences.

Speaking:

David Kepron, Marriot International (1)

David Kepron

Marriott International

5:00

Soul – Insider Session: How to Generate a Smooth Experience – Omnichannel Ambitions

• There was lots of speculation over what digitalization was going to mean for companies globally.

• What is currently being achieved with AI, ML, and VR within Customer Work.

• What has this meant for you in terms of investment?

• What challenges do you see ahead?

• How do we keep attracting the highest calibre of talent to ensure our digital dreams are realised?

Key Take Away's Include: - Learn your current Digital maturity in relativity to those around you – Begin to map out your future ambitions and goals to reach your next step.

Speaking:

Soul – Insider Session: How to Generate a Smooth Experience – Omnichannel Ambitions

October 16 | 17:00 - 17:30

• There was lots of speculation over what digitalization was going to mean for companies globally.

• What is currently being achieved with AI, ML, and VR within Customer Work.

• What has this meant for you in terms of investment?

• What challenges do you see ahead?

• How do we keep attracting the highest calibre of talent to ensure our digital dreams are realised?

Key Take Away's Include: - Learn your current Digital maturity in relativity to those around you – Begin to map out your future ambitions and goals to reach your next step.

Speaking:

5:30

Reflection Time

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas of the Digital Challenges discussed together to approach them holistically.

Reflection Time

October 16 | 17:30 - 17:40

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas of the Digital Challenges discussed together to approach them holistically.

Speaking:

5:40

Chairman's Closing Remarks

Chairman's Closing Remarks

October 16 | 17:40 - 17:50

Speaking:

5:50

Cocktail Reception

Join us for a delightful evening of drinks and networking -

Cocktail Reception

October 16 | 17:50 - 19:30

Join us for a delightful evening of drinks and networking -

Speaking:

Day 2
October 17th
08:00

#WeAreCorinium - Morning Meditation

Begin the day in a positive mind set and join us for a 30-minute meditation and calm session – Led by our very own Rose Fava.

Our first discussion will be centred around Employee Wellbeing – we want to encourage this, too!

No equipment required. Free to attend for all CCOI Fall, 2019 Delegates, Speakers and Sponsors!

#WeAreCorinium - Morning Meditation

October 17 | 08:00 - 08:30

Begin the day in a positive mind set and join us for a 30-minute meditation and calm session – Led by our very own Rose Fava.

Our first discussion will be centred around Employee Wellbeing – we want to encourage this, too!

No equipment required. Free to attend for all CCOI Fall, 2019 Delegates, Speakers and Sponsors!

Speaking:

08:00

Registration Opens

Come and join us for some breakfast and coffee - don't forget you're welcome to join our Meditation & Calm session which is happening just across the hall

Registration Opens

October 17 | 08:00 - 08:45

Come and join us for some breakfast and coffee - don't forget you're welcome to join our Meditation & Calm session which is happening just across the hall

Speaking:

08:45

Chairman's Opening Remarks

Chairman's Opening Remarks

October 17 | 08:45 - 09:00

Speaking:

09:00

Mind – Insider Session: The Ripple Effect – How Employee Wellbeing Empowers Customer Satisfaction

· It is understood that by looking after your employees, in turn they will look after your Customers.

· With work-place stress on the rise, it is crucial now more than ever to ensure your workforce stays healthy.

· Hear from a specific case-study how Microsoft are currently encouraging employee wellbeing.

Key Take Away's Include: Using examples given within this Insider Session better your current maturity on this issue, and what areas you can develop forward.

Mind – Insider Session: The Ripple Effect – How Employee Wellbeing Empowers Customer Satisfaction

October 17 | 09:00 - 09:20

· It is understood that by looking after your employees, in turn they will look after your Customers.

· With work-place stress on the rise, it is crucial now more than ever to ensure your workforce stays healthy.

· Hear from a specific case-study how Microsoft are currently encouraging employee wellbeing.

Key Take Away's Include: Using examples given within this Insider Session better your current maturity on this issue, and what areas you can develop forward.

Speaking:

09:20

Body – Panel Discussion: How to achieve company successes – Empowerment vs Incentives?

· The correlation between providing incentives and the interest employees take in CX work.

· In this Panel Discussion we explore how radical changes to commission structures and accountability can change the perspective of customer based work from “That’s not my job” to “That’s everyone’s Job”

Key Take Away's Include: - Return to the C-suite with enthusiasm and a plan for how you intend to shake up the current view of customer work and create a #TeamCustomer atmosphere.

Speaking:

Liliana Petrova, JetBlue

Liliana Petrova

Former Director, Customer Experience Programs, JetBlue Airways

Diane Magers, CXPA

Diane Magers

Interim CEO, Customer Experience Professionals Association

Body – Panel Discussion: How to achieve company successes – Empowerment vs Incentives?

October 17 | 09:20 - 09:50

· The correlation between providing incentives and the interest employees take in CX work.

· In this Panel Discussion we explore how radical changes to commission structures and accountability can change the perspective of customer based work from “That’s not my job” to “That’s everyone’s Job”

Key Take Away's Include: - Return to the C-suite with enthusiasm and a plan for how you intend to shake up the current view of customer work and create a #TeamCustomer atmosphere.

Speaking:

Diane Magers, CXPA

Diane Magers

Customer Experience Professionals Association

Liliana Petrova, JetBlue

Liliana Petrova

JetBlue Airways

09:50

Soul – Insider Session: LEAD WITH LOVE – 15 ways a compassionate EX drives a great CX

· There is a business case for kindness – attracting and retaining top talent, helping our customers fall in love with your company and building business by leading with love. Whether you are a manager of people or part of a team, you can both guide and begin with love, compassion and empathy for your team—and your beloved customers.

· When you have an empathetic Employee Experience, employees feel cared for and part of a work family, they are happier and more likely to stay and treat customers with warmth and compassion. I will show you how to create a work family based on loving-kindness, and watch your success and productivity skyrocket. Even with a distributed workforce, you’ll learn how to build and amplify a culture that nurtures great work and truly cares about people – both employees and customers.

· You’ll also discover how to use intuition in hiring and create an ego-free environment that retains top talent and supports mindfulness practices, which increase innovation, creativity and happiness. ·

It is time to love what we do, how we do it and whom we do it with. Life is short. Let’s work happy

Key Take Away's Include: - Learning 15 ways everyone can create a culture of compassion and caring which results in happy employees and content customers.

Speaking:

Trina Uzee, Allstate

Trina Uzee

Executive Director of Creative and User Experience, Allstate

Soul – Insider Session: LEAD WITH LOVE – 15 ways a compassionate EX drives a great CX

October 17 | 09:50 - 10:20

· There is a business case for kindness – attracting and retaining top talent, helping our customers fall in love with your company and building business by leading with love. Whether you are a manager of people or part of a team, you can both guide and begin with love, compassion and empathy for your team—and your beloved customers.

· When you have an empathetic Employee Experience, employees feel cared for and part of a work family, they are happier and more likely to stay and treat customers with warmth and compassion. I will show you how to create a work family based on loving-kindness, and watch your success and productivity skyrocket. Even with a distributed workforce, you’ll learn how to build and amplify a culture that nurtures great work and truly cares about people – both employees and customers.

· You’ll also discover how to use intuition in hiring and create an ego-free environment that retains top talent and supports mindfulness practices, which increase innovation, creativity and happiness. ·

It is time to love what we do, how we do it and whom we do it with. Life is short. Let’s work happy

Key Take Away's Include: - Learning 15 ways everyone can create a culture of compassion and caring which results in happy employees and content customers.

Speaking:

Trina Uzee, Allstate

Trina Uzee

Allstate

10:20

Reflection Time

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the #TeamCustomer approach holistically

Reflection Time

October 17 | 10:20 - 10:30

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the #TeamCustomer approach holistically

Speaking:

10:30

Morning Coffee & Networking

A positive #TeamCustomer start to the day - Mix and Mingle with other experts over a cup of coffee.

Morning Coffee & Networking

October 17 | 10:30 - 11:00

A positive #TeamCustomer start to the day - Mix and Mingle with other experts over a cup of coffee.

Speaking:

Track A - Management/Success

11:00

Discussion Group 3A: What is the Future of CRM?

· Merging Customer interactions, lifecycle, service, retention and much more can blur goals and aims.

· What is the future for Customer Management Success?

· How do we attract the top-shelf talent for this growing technical role?

Speaking:

Kirsty Traill, Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Discussion Group 3A: What is the Future of CRM?

October 17 | 11:00 - 11:45

· Merging Customer interactions, lifecycle, service, retention and much more can blur goals and aims.

· What is the future for Customer Management Success?

· How do we attract the top-shelf talent for this growing technical role?

Speaking:

Kirsty Traill, Hootsuite

Kirsty Traill

Hootsuite

Track C - Experience

11:00

Discussion Group 3C: Modern Day ways of Collecting Feedback –

· Are Surveys and Feedback Forms Relics of the Past?

· How do we collect customer feedback without losing that customer voice?

· What can be done to ensure the Customer Experience is truly understood?

· How do we ensure the data behind the feedback is humanised?

· Rather than just a “have to” process, how can we transform customer feedback into a “want to do” exercise.

Speaking:

Simon Hunt, Manulife

Simon Hunt

VP Strategy & Design, Customer Experience, Canadian Division, Manulife Financial

Discussion Group 3C: Modern Day ways of Collecting Feedback –

October 17 | 11:00 - 11:45

· Are Surveys and Feedback Forms Relics of the Past?

· How do we collect customer feedback without losing that customer voice?

· What can be done to ensure the Customer Experience is truly understood?

· How do we ensure the data behind the feedback is humanised?

· Rather than just a “have to” process, how can we transform customer feedback into a “want to do” exercise.

Speaking:

Simon Hunt, Manulife

Simon Hunt

Manulife Financial

Track A - Management/Success

11:45

Discussion Group 4A: How do you Measure & Communicate Customer Success?

· Customer work is fraught with the difficulty of showing success – not because it isn’t there – but due to it being so different from other departments.

· How do you measure and then communicate success affectively?

· How do you get Exec buy-in and Team buy-in?

Discussion Group 4A: How do you Measure & Communicate Customer Success?

October 17 | 11:45 - 12:30

· Customer work is fraught with the difficulty of showing success – not because it isn’t there – but due to it being so different from other departments.

· How do you measure and then communicate success affectively?

· How do you get Exec buy-in and Team buy-in?

Speaking:

Track C - Experience

11:45

Discussion Group 4C: Innovations Vs Adaption – How to Spot the Golden Nuggets among fool’s gold

· Innovation is a word that gets attached to many, many things.

· How do we embrace the latest innovations without losing sight of who we are?

· How do we avoid the buzzword bingo?

· How do we identify the golden nuggets amongst the fool’s gold?

Speaking:

David Kepron, Marriot International (1)

David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands, Marriott International

Discussion Group 4C: Innovations Vs Adaption – How to Spot the Golden Nuggets among fool’s gold

October 17 | 11:45 - 12:30

· Innovation is a word that gets attached to many, many things.

· How do we embrace the latest innovations without losing sight of who we are?

· How do we avoid the buzzword bingo?

· How do we identify the golden nuggets amongst the fool’s gold?

Speaking:

David Kepron, Marriot International (1)

David Kepron

Marriott International

12:30

Lunch & Networking

Over a scrumptious lunch, expand your network and delve deeper into your peers' thoughts.

Lunch & Networking

October 17 | 12:30 - 13:30

Over a scrumptious lunch, expand your network and delve deeper into your peers' thoughts.

Speaking:

Roundtable

1:30

Round Table A: How to Get the Absolute Most from Your Data?

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Round Table A: How to Get the Absolute Most from Your Data?

October 17 | 13:30 - 14:30

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Speaking:

Roundtable

1:30

Round Table B: How do we work within Regulations, so they no longer become inhibitors to Innovation?

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Round Table B: How do we work within Regulations, so they no longer become inhibitors to Innovation?

October 17 | 13:30 - 14:30

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Speaking:

Roundtable

1:30

Round Table C: How to appeal to the Gen’ Z?

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Round Table C: How to appeal to the Gen’ Z?

October 17 | 13:30 - 14:30

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Speaking:

Roundtable

1:30

Round Table D: How to attract top-shelf talent?

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Round Table D: How to attract top-shelf talent?

October 17 | 13:30 - 14:30

Challenge Orientated Roundtables

Enjoy a drink while attending two 30 min roundtables of your choice!

Speaking:

2:30

Reflection Time

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the problems into the whole room – discussing the main talking points of each table

Reflection Time

October 17 | 14:30 - 15:00

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the problems into the whole room – discussing the main talking points of each table

Speaking:

3:00

Afternoon Coffee & Networking

Entering into our final theme of CCOI Fall, 2019 - Grab a coffee and a treat, and join us back in the main room.

Afternoon Coffee & Networking

October 17 | 15:00 - 15:30

Entering into our final theme of CCOI Fall, 2019 - Grab a coffee and a treat, and join us back in the main room.

Speaking:

3:30

Mind – Presentation: Positioning the CCO Paradigm – What is your Current Destination?

· In order to develop it is crucial to take stock of your current maturity, and where you’re wanting to be in the future.

· Are you at the beginning of your Customer-centric Journey, or further into the development?

· What are your big road signs to success? Have you met any already?

· Bring into focus your current goals and match them with your maturity stage.

Key Take Away's Include: - Understand your Maturity Position, begin to focus your view of the future. Know who is around you, and their position.

Speaking:

Ana Brant, Dorchester Collection

Ana Brant

Director, Global Guest Experience & Innovation, Dorchester Collection

Mind – Presentation: Positioning the CCO Paradigm – What is your Current Destination?

October 17 | 15:30 - 16:00

· In order to develop it is crucial to take stock of your current maturity, and where you’re wanting to be in the future.

· Are you at the beginning of your Customer-centric Journey, or further into the development?

· What are your big road signs to success? Have you met any already?

· Bring into focus your current goals and match them with your maturity stage.

Key Take Away's Include: - Understand your Maturity Position, begin to focus your view of the future. Know who is around you, and their position.

Speaking:

Ana Brant, Dorchester Collection

Ana Brant

Dorchester Collection

4:00

Body – Insider Session: The Pace of Change and Our Revolution – Creating Agility from Legacy.

· Hear from the CCO of Johnson & Johnson, and how they are working towards building a more flexible and agile approach to their work.

· How do you compromise with changing consumer demands, without losing yourself in the process?

· Is there a better way to form partnerships with start-ups to enable faster-paced innovation?

Key Take Away's Include: - Have a better understanding of the challenges of today’s consumer demands, and the push for change. Come away with the knowledge of how flexibility and agility can be embraced in real life.

Speaking:

Chester Twigg, Johnson & Johnson

Chester Twigg

Global Chief Customer Officer, Johnson & Johnson

Body – Insider Session: The Pace of Change and Our Revolution – Creating Agility from Legacy.

October 17 | 16:00 - 16:30

· Hear from the CCO of Johnson & Johnson, and how they are working towards building a more flexible and agile approach to their work.

· How do you compromise with changing consumer demands, without losing yourself in the process?

· Is there a better way to form partnerships with start-ups to enable faster-paced innovation?

Key Take Away's Include: - Have a better understanding of the challenges of today’s consumer demands, and the push for change. Come away with the knowledge of how flexibility and agility can be embraced in real life.

Speaking:

Chester Twigg, Johnson & Johnson

Chester Twigg

Johnson & Johnson

4:30

Soul – Panel Discussion: Looking Internally and Externally: Where does Development need to come from?

· Developing from the understanding of one’s maturity – now let’s move towards understanding where change and development needs to come from.

· Is it Customer Success, engagement, experience, analytics or something else?

· Is there a current attitude and culture that supports development in these areas?

· What is currently working well?

· What challenges still aren’t being faced?

Key Take Away's Include: - Bring back to the office an understanding of where development needs to be seen, and how others are currently tackling those areas.

Speaking:

Ben Noble, Erie Insurance

Ben Noble

VP Experience, Erie Insurance

Kirsty Traill, Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Soul – Panel Discussion: Looking Internally and Externally: Where does Development need to come from?

October 17 | 16:30 - 17:00

· Developing from the understanding of one’s maturity – now let’s move towards understanding where change and development needs to come from.

· Is it Customer Success, engagement, experience, analytics or something else?

· Is there a current attitude and culture that supports development in these areas?

· What is currently working well?

· What challenges still aren’t being faced?

Key Take Away's Include: - Bring back to the office an understanding of where development needs to be seen, and how others are currently tackling those areas.

Speaking:

Kirsty Traill, Hootsuite

Kirsty Traill

Hootsuite

Ben Noble, Erie Insurance

Ben Noble

Erie Insurance

5:00

Reflection Time

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the pace of change holistically.

Reflection Time

October 17 | 17:00 - 17:15

Reflection Time is a structured session which allows the audience to piece together the theme that has been discussed in order to approach is holistically.

Let’s bring the three areas together and reflect on the pace of change holistically.

Speaking:

5:15

Wrap up Session and Chairman's Closing Remarks

· Grab a drink, kick back and celebrate the end of this years’ event

· Want to dive deeper into what we’ve discussed over the last few days?

· Is there anything that hasn’t come up that you want to explore?

What would you like to see on the agenda for next year? We’ll close out this year’s show by discussing all of this and more!

Wrap up Session and Chairman's Closing Remarks

October 17 | 17:15 - 17:30

· Grab a drink, kick back and celebrate the end of this years’ event

· Want to dive deeper into what we’ve discussed over the last few days?

· Is there anything that hasn’t come up that you want to explore?

What would you like to see on the agenda for next year? We’ll close out this year’s show by discussing all of this and more!

Speaking: