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Chief Customer Officer, Fall

C-level Accountability for Customer Centricity

Download the Agenda
Conference Day 1
12 September
08:00

Main Conference Registration, Coffee & Networking in the Exhibition Area

Main Conference Registration, Coffee & Networking in the Exhibition Area

September 12 | 08:00 - 09:00

Register Now

Speaking:

09:00

Chair’s Opening Remarks

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Chair’s Opening Remarks

September 12 | 09:00 - 09:15

Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

09:15

Building a Business Case for Investment in Customer Service and Support that Delivers a Clear ROI

  • Determining the extent to which you can use customer service to influence customer behavior
  • Understanding what exactly your customer service can measure and change
  • Mapping out the ROI hypotheses you...

Speaking:

Eric Rasmussen Groupon

Eric Rasmussen

VP Consumer Inisghts, Groupon

Building a Business Case for Investment in Customer Service and Support that Delivers a Clear ROI

September 12 | 09:15 - 09:45

  • Determining the extent to which you can use customer service to influence customer behavior
  • Understanding what exactly your customer service can measure and change
  • Mapping out the ROI hypotheses you want to test
  • Tying CX and CS metrics to organizational benefits in order to achieve buy-in

Register Now

Speaking:

Eric Rasmussen Groupon

Eric Rasmussen

Groupon

09:45

Driving the Cultural Transformation Needed to Excel in Your Employee Engagement Strategy

  • The role of your employees in achieving customer experience excellence
  • Strategies for facilitating customer-centric choices in all customer interactions
  • What will cultural transformation look like in...

Speaking:

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

Driving the Cultural Transformation Needed to Excel in Your Employee Engagement Strategy

September 12 | 09:45 - 10:15

  • The role of your employees in achieving customer experience excellence
  • Strategies for facilitating customer-centric choices in all customer interactions
  • What will cultural transformation look like in your organization and how to achieve cross-departmental buy-in
  • Making a business case for investing in your employee engagement strategy that will gain approval from the C-Suite
Register Now

Speaking:

Josh Ives - Samsung

Josh Ives

Samsung Electronics

10:15

Panel Discussion: Disruptor CX Strategies: Why do They Have the Competitive Edge?

  • How start-ups and disruptors place CX at the heart of all business initiatives and why that gives them a competitive advantage
  • The challenges of aligning the requirements of a fast-growing company...

Speaking:

ido

Ido Bornstein-HaCohen

Chief Operations Officer , Conversocial

Humana

Peter Howerton

Enterprise Transformation Leader, Customer Experience and CRM, Humana

Sabrina Basht

Sabrina Basht

Chief Strategy Officer, Best Egg

0-4-230x230

Ian Thiel

Head of Customer Growth, Alto Pharmacy

0-5

Clayton Costa

Head of Customer Experience, Turvo Inc.

Panel Discussion: Disruptor CX Strategies: Why do They Have the Competitive Edge?

September 12 | 10:15 - 10:45

  • How start-ups and disruptors place CX at the heart of all business initiatives and why that gives them a competitive advantage
  • The challenges of aligning the requirements of a fast-growing company with maintaining CX efficiencies
  • What tools do successful disruptors use for listening to their customers?
  • Using CX as the backbone to all product and service design
Register Now

Speaking:

0-5

Clayton Costa

Turvo Inc.

ido

Ido Bornstein-HaCohen

Conversocial

Sabrina Basht

Sabrina Basht

Best Egg

Humana

Peter Howerton

Humana

0-4-230x230

Ian Thiel

Alto Pharmacy

10:45

Morning Coffee & Networking in the Exhibition Area

Morning Coffee & Networking in the Exhibition Area

September 12 | 10:45 - 11:15

Register Now

Speaking:

11:15

The Measure of Customer Experience

  • In order to remain relevant in today’s fast-paced business landscape, delivering a great customer experience based on trust is now simply table stakes. But how do you measure something qualitative...

Speaking:

Shalini_headshot

Shalini Mitha

Global Head of Product Marketing, SAP Customer Experience and SAP C/4HANA

The Measure of Customer Experience

September 12 | 11:15 - 11:45

  • In order to remain relevant in today’s fast-paced business landscape, delivering a great customer experience based on trust is now simply table stakes. But how do you measure something qualitative like experience?
  • How do you build trusted relationships with your customers?
  • Where does customer experience start and finish?

In this session, Shalini Mitha will explore these questions and share insights on how leading brands are buildingexperiences that are trusted, simple, personal, and connected – to help customers achieve their goals.

Register Now

Speaking:

Shalini_headshot

Shalini Mitha

SAP Customer Experience and SAP C/4HANA

11:45

A Framework To Evolve From A Hero-Based CX Organization, With Lessons Learned

  • CS hero-based organizations: more common than you think.
  • The hero paradox: to empower, or kill?
  • A path forward: framework with examples

Speaking:

0-5

Clayton Costa

Head of Customer Experience, Turvo Inc.

A Framework To Evolve From A Hero-Based CX Organization, With Lessons Learned

September 12 | 11:45 - 12:15

  • CS hero-based organizations: more common than you think.
  • The hero paradox: to empower, or kill?
  • A path forward: framework with examples

Register Now

Speaking:

0-5

Clayton Costa

Turvo Inc.

12:15

Panel Discussion: Paving the Way to Successful Customer Management Strategies with Talent Management

  • Analyzing the importance that talent management plays in positive employee engagement and how it contributes to a company-wide culture of customer obsession
  • How sales, marketing, and HR can work...

Speaking:

Devon_2

Devon Westerholm

Director of Customer Advocacy, Dropbox

Josh Ives - Samsung

Josh Ives

VP of Customer Experience, Samsung Electronics

0-5

Clayton Costa

Head of Customer Experience, Turvo Inc.

Panel Discussion: Paving the Way to Successful Customer Management Strategies with Talent Management

September 12 | 12:15 - 12:45

  • Analyzing the importance that talent management plays in positive employee engagement and how it contributes to a company-wide culture of customer obsession
  • How sales, marketing, and HR can work together to achieve a customer-centric talent management strategy
  • Defining the role of HR in driving optimal CX and CS
Register Now

Speaking:

Josh Ives - Samsung

Josh Ives

Samsung Electronics

Devon_2

Devon Westerholm

Dropbox

0-5

Clayton Costa

Turvo Inc.

12:45

Lunch & Networking in the Exhibition Area

Lunch & Networking in the Exhibition Area

September 12 | 12:45 - 13:45

Register Now

Speaking:

Discussion Group A | Operationalizing Customer Obsession

1:45

Discussion Group 1A: Best Practices, Tips and Tricks for Implementing Customer Feedback in the Most Effective Way

Speaking:

0-4-230x230

Ian Thiel

Head of Customer Growth, Alto Pharmacy

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

Discussion Group 1A: Best Practices, Tips and Tricks for Implementing Customer Feedback in the Most Effective Way

September 12 | 13:45 - 14:30

Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

Zack Hamilton - Aarons

Zack Hamilton

Aaron's

0-4-230x230

Ian Thiel

Alto Pharmacy

Discussion Group B | B2B Customer Experience

1:45

Discussion Group 1B: Optimizing Your B2B Customer Journey

Speaking:

RC-2

Reginald Chatman

Senior Director, Customer Experience, Bloom Energy

0-5

Clayton Costa

Head of Customer Experience, Turvo Inc.

Discussion Group 1B: Optimizing Your B2B Customer Journey

September 12 | 13:45 - 14:30

Register Now

Speaking:

0-5

Clayton Costa

Turvo Inc.

RC-2

Reginald Chatman

Bloom Energy

Discussion Group C | B2C Customer Experience

1:45

Discussion Group 1C: Closing the Divide Between Online and Offline Channels for a Seamless Customer Experience

Speaking:

Raphaelle

Raphaelle Loren

Customer Experience Strategy Leader, Wells Fargo

Sarah Beachler

Sarah Beachler

Director of Client and Market Insight, SEPHORA

Discussion Group 1C: Closing the Divide Between Online and Offline Channels for a Seamless Customer Experience

September 11 | 13:45 - 14:30

Register Now

Speaking:

Raphaelle

Raphaelle Loren

Wells Fargo

Sarah Beachler

Sarah Beachler

SEPHORA

Discussion Group A | Operationalizing Customer Obsession

2:30

Discussion Group 2A: Building a Customer Obsessed Culture Internally

Speaking:

0-2-230x230

Bob Buiaroski

SVP Customer Experience, Manulife

Anita Swamy

Anita Swamy

VP, Retail Customer Experience, Manulife

Discussion Group 2A: Building a Customer Obsessed Culture Internally

September 12 | 14:30 - 15:15

Register Now

Speaking:

0-2-230x230

Bob Buiaroski

Manulife

Anita Swamy

Anita Swamy

Manulife

Discussion Group B | B2B Customer Experience

2:30

Discussion Group 2B: The B2B Customer Is Evolving – How Can We Keep Up?

Speaking:

RC-2

Reginald Chatman

Senior Director, Customer Experience, Bloom Energy

Randi Schochet

Randi Schochet

Chief Marketing Officer, Cross River Bank

Discussion Group 2B: The B2B Customer Is Evolving – How Can We Keep Up?

September 12 | 14:30 - 15:15

Register Now

Speaking:

Randi Schochet

Randi Schochet

Cross River Bank

RC-2

Reginald Chatman

Bloom Energy

Discussion Group C | B2C Customer Experience

2:30

Discussion Group 2C: Customer Retention In the Age of Customer Disloyalty – What Can We Do To Keep Customers Coming Back?

Speaking:

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

Discussion Group 2C: Customer Retention In the Age of Customer Disloyalty – What Can We Do To Keep Customers Coming Back?

September 12 | 14:30 - 15:15

Register Now

Speaking:

Zack Hamilton - Aarons

Zack Hamilton

Aaron's

3:15

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

September 12 | 15:15 - 15:45

Register Now

Speaking:

3:45

Case Study: Transforming Traditional Industries into CX Disruptors

  • Case Study: Humana's journey from outdated to cutting edge
  • The customer is changing - your experience should be as well
  • CRM, AI, data science - they're game changers, but getting buy-in is no easy task
  • ...

Speaking:

Humana

Peter Howerton

Enterprise Transformation Leader, Customer Experience and CRM, Humana

Case Study: Transforming Traditional Industries into CX Disruptors

September 12 | 15:45 - 16:15

  • Case Study: Humana's journey from outdated to cutting edge
  • The customer is changing - your experience should be as well
  • CRM, AI, data science - they're game changers, but getting buy-in is no easy task
  • Once in place, how do you measure and report tangible ROI to the business leaders?
Register Now

Speaking:

Humana

Peter Howerton

Humana

4:15

Customer Experience Metrics, Measurements & ROI

This session will cover key metrics used to determine ROI (i.e. LTV). It will also cover the type of VOC measurements that can be utilized. However, it is a more practical approach - less about the...

Speaking:

0-11

Robert Azman

Vice Chairman - Board of Directors, CXPA

Customer Experience Metrics, Measurements & ROI

September 12 | 16:15 - 16:45

This session will cover key metrics used to determine ROI (i.e. LTV). It will also cover the type of VOC measurements that can be utilized. However, it is a more practical approach - less about the mechanics and more about what to choose and how to decide on what metrics to use and how to build a business case for CX.

Register Now

Speaking:

0-11

Robert Azman

CXPA

4:45

Panel Discussion: Leveraging AI to Support and Boost Your CX and CS Strategies

  • What advantages can AI bring to CX and CS?
  • How can companies prevent an AI rollout from becoming a CX disaster?
  • Understanding the importance of a blended approach combining man and machine
  • Analysing...

Speaking:

0-4-230x230

Ian Thiel

Head of Customer Growth, Alto Pharmacy

Dell_Logo_Blue_rgb-300x300

Deb Zell

Experience Director, Dell

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Anita Swamy

Anita Swamy

VP, Retail Customer Experience, Manulife

Panel Discussion: Leveraging AI to Support and Boost Your CX and CS Strategies

September 12 | 16:45 - 17:15

  • What advantages can AI bring to CX and CS?
  • How can companies prevent an AI rollout from becoming a CX disaster?
  • Understanding the importance of a blended approach combining man and machine
  • Analysing emerging AI applications and how best to use them in your customer interactions:
    • Chatbots and AI-assisted agents
    • Visual engagement, voice, and text sentiment analysis
    • AI-augmented contextual analytics

Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

Dell_Logo_Blue_rgb-300x300

Deb Zell

Dell

Anita Swamy

Anita Swamy

Manulife

0-4-230x230

Ian Thiel

Alto Pharmacy

5:15

Chair’s Closing Remarks

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Chair’s Closing Remarks

September 12 | 17:15 - 17:30

Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

5:30

Drinks Reception & Networking in the Exhibition Area

Drinks Reception & Networking in the Exhibition Area

September 12 | 17:30 - 18:30

Register Now

Speaking:

6:30

Dinner Masterclass: Customer Centricity as a Real Strategy

In today's digital world, the customer is the director of their own experience. If that is what makes the customer king, then companies are left trying to play a role in those experiences. It is...

Speaking:

Diane Magers

Diane Magers

Interim CEO, Customer Experience Professionals Association

Dinner Masterclass: Customer Centricity as a Real Strategy

September 12 | 18:30 - 20:00

In today's digital world, the customer is the director of their own experience. If that is what makes the customer king, then companies are left trying to play a role in those experiences. It is imperative that companies today deliver experiences that hold customers' attention and lead to the outcomes they seek. Only by putting the customer in the center of your strategy can you find a way to be cast in that lead role for the customer.
This in-person workshop is designed to explore where key leaders across a single company or several companies believe they are along a maturity model for client centricity and how far they should take the journey. The workshop centers around 5 key categories that industry leading client-centric companies excel at and the characteristics that make up each of these categories.

  • Vision, Strategy, and Leadership.
  • Understanding the Clients
  • Designing and Delivering the Experience
  • Inspiring, Equipping and Engaging Teammates
  • Aligning, Measuring and Managing Performance

During this working session participants will conduct a self-assessment of the 25 attributes that make up customer-centric best practices. The facilitator will then share the average score across the category and then the best practices. The table conversation will focus on what is working and what the struggles are in each of the categories. The working session is highly interactive and works best for groups of 15 - 20 people.

Key Take-Aways:

  • Framework for companies to assess their level of customer centricity
  • Best practices for how other companies deliver memorable customer experiences
  • How your people strategies can align with your customer strategies in order to deliver more employee engagement AND customer engagement
Register Now

Speaking:

Diane Magers

Diane Magers

Customer Experience Professionals Association

Conference Day 2
13 September
08:30

Main Conference Registration, Coffee & Networking in the Exhibition Area

Main Conference Registration, Coffee & Networking in the Exhibition Area

September 13 | 08:30 - 09:00

Register Now

Speaking:

09:00

Chair’s Opening Remarks

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Chair’s Opening Remarks

September 13 | 09:00 - 09:15

Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

09:15

Why Customer Empathy is the New Customer Personalization and How it will Help You Create the Ultimate Customer Experience

  • What does empathy mean in terms of brand-to-customer interaction?
  • Analyzing the rise of empathy amongst the world’s most customer-centric companies
  • In an increasingly virtually connected society, how...

Speaking:

Raphaelle

Raphaelle Loren

Customer Experience Strategy Leader, Wells Fargo

Why Customer Empathy is the New Customer Personalization and How it will Help You Create the Ultimate Customer Experience

September 13 | 09:15 - 09:45

  • What does empathy mean in terms of brand-to-customer interaction?
  • Analyzing the rise of empathy amongst the world’s most customer-centric companies
  • In an increasingly virtually connected society, how do customer react to empathetic interactions and services?
  • What tools and transformations are needed to facilitate empathetic customer interactions at every stage of the customer journey
Register Now

Speaking:

Raphaelle

Raphaelle Loren

Wells Fargo

09:45

How to Excel at Customer Journey Mapping and Gain Competitive Advantage

  • Identifying the different types of data, analysis, qualitative and quantitative research needed to produce a fully comprehensive customer journey map
  • The importance of and strategies for listening to...

Speaking:

Zack Hamilton - Aarons

Zack Hamilton

Head of Customer Centric Initiatives & Experience, Aaron's

How to Excel at Customer Journey Mapping and Gain Competitive Advantage

September 13 | 09:45 - 10:15

  • Identifying the different types of data, analysis, qualitative and quantitative research needed to produce a fully comprehensive customer journey map
  • The importance of and strategies for listening to your customer at every step of the way
  • Defining the steps needed to create your customer journey form defining customer persona to implementing product and service improvement
  • Facilitating cross-functional partnerships in delivering service and support throughout the customer journey to create an authentic brand experience
  • Monitoring progress and results, and re-mapping your journeys on a regular basis to ensure transparency and simplicity
  • Evaluating the importance that ex-customers play in obtaining a deep insight into your whole customer lifecycle
Register Now

Speaking:

Zack Hamilton - Aarons

Zack Hamilton

Aaron's

10:15

Panel Discussion: Enabling Positive Customer Experiences for a Strong Brand Reputation

  • How brand loyalty is changing and what influences brand perception
  • The importance of leveraging omnichannel customer interactions and in particular omnichannel customer feedback
  • The growing emphasis on...

Speaking:

Randi Schochet

Randi Schochet

Chief Marketing Officer, Cross River Bank

Holly Hacker Vitamix

Holly Hacker

Director, Brand and Customer Experience, Vitamix

Sabrina Basht

Sabrina Basht

Chief Strategy Officer, Best Egg

Kirsty Traill Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Panel Discussion: Enabling Positive Customer Experiences for a Strong Brand Reputation

September 13 | 10:15 - 10:45

  • How brand loyalty is changing and what influences brand perception
  • The importance of leveraging omnichannel customer interactions and in particular omnichannel customer feedback
  • The growing emphasis on creating memorable experiences for your customers and what factors are most likely to influence this
  • Balancing the demand for a human element with the growing availability of new technologies designed to offer you deeper customer insights
  • The importance of social listening, peer reviews, and responsive innovation
  • How to turn your customers into brand ambassadors
Register Now

Speaking:

Randi Schochet

Randi Schochet

Cross River Bank

Holly Hacker Vitamix

Holly Hacker

Vitamix

Sabrina Basht

Sabrina Basht

Best Egg

Kirsty Traill Hootsuite

Kirsty Traill

Hootsuite

10:45

Morning Coffee & Networking in the Exhibition Area

Morning Coffee & Networking in the Exhibition Area

September 13 | 10:45 - 11:15

Register Now

Speaking:

Discussion Group A | Globalized Customer Experience

11:15

Discussion Group 3A: Internal Storytelling - Ensuring The Global Team Is Using the Same Playbook

Speaking:

Christina Kosmowski

Christina Kosmowski

Head of Customer Success, Slack

Raphaelle

Raphaelle Loren

Customer Experience Strategy Leader, Wells Fargo

Discussion Group 3A: Internal Storytelling - Ensuring The Global Team Is Using the Same Playbook

September 13 | 11:15 - 12:00

Register Now

Speaking:

Raphaelle

Raphaelle Loren

Wells Fargo

Christina Kosmowski

Christina Kosmowski

Slack

Discussion Group B | Digital Era Customers

11:15

Discussion Group 3B: Managing Customer Experiences Across Multiple Channels and Devices

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Experience Director, Dell

Kirsty Traill Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Discussion Group 3B: Managing Customer Experiences Across Multiple Channels and Devices

September 13 | 11:15 - 12:00

Register Now

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Dell

Kirsty Traill Hootsuite

Kirsty Traill

Hootsuite

Discussion Group C | Customer Data and Analytics

11:15

Discussion Group 3C: Using Data and Analytics to Improve CX Capabilities

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Experience Director, Dell

Discussion Group 3C: Using Data and Analytics to Improve CX Capabilities

September 13 | 11:15 - 12:00

Register Now

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Dell

Discussion Group A | Globalized Customer Experience

12:00

Discussion Group 4A: Customer Experience in the Globalized World - How Do We Manage Different Expectations and Cultural Values?

Speaking:

Gary David

Gary David

Applied Professor of Sociology & Information Design and Corporate Communication, Bentley University

Holly Hacker Vitamix

Holly Hacker

Director, Brand and Customer Experience, Vitamix

Discussion Group 4A: Customer Experience in the Globalized World - How Do We Manage Different Expectations and Cultural Values?

September 13 | 12:00 - 12:45

Register Now

Speaking:

Holly Hacker Vitamix

Holly Hacker

Vitamix

Gary David

Gary David

Bentley University

Discussion Group B | Digital Era Customers

12:00

Discussion Group 4B: How Can We Drive Value Using CX? How Do We Communicate the Value To Business Leaders?

Speaking:

RC-2

Reginald Chatman

Senior Director, Customer Experience, Bloom Energy

Kirsty Traill Hootsuite

Kirsty Traill

VP, Customer, Hootsuite

Discussion Group 4B: How Can We Drive Value Using CX? How Do We Communicate the Value To Business Leaders?

September 13 | 12:00 - 12:45

Register Now

Speaking:

Kirsty Traill Hootsuite

Kirsty Traill

Hootsuite

RC-2

Reginald Chatman

Bloom Energy

Discussion Group C | Customer Data and Analytics

12:00

Discussion Group 4C: Context is King – How To Identify Friction Points Using Data

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Experience Director, Dell

Discussion Group 4C: Context is King – How To Identify Friction Points Using Data

September 13 | 12:00 - 12:45

Register Now

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Dell

12:45

Lunch & Networking in the Exhibition Area

Lunch & Networking in the Exhibition Area

September 13 | 12:45 - 13:45

Register Now

Speaking:

1:45

Is Your Budget Causing Customer Experience Failures?

  • Different ways budgeting failure damages the Customer Experience
  • Where should you focus your budget priorities?
  • Flexible budgeting frameworks that can be adjusted for large and small teams

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Experience Director, Dell

Is Your Budget Causing Customer Experience Failures?

September 13 | 13:45 - 14:15

  • Different ways budgeting failure damages the Customer Experience
  • Where should you focus your budget priorities?
  • Flexible budgeting frameworks that can be adjusted for large and small teams

Register Now

Speaking:

Dell_Logo_Blue_rgb-300x300

Deb Zell

Dell

2:15

Crisis Management – What is the Role of CX During a Customer Relation Disasters?

  • PR problems are often CX problems
  • How are we dealing with one of the largest PR issues the company has ever faced and what has been the role of CX?

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Crisis Management – What is the Role of CX During a Customer Relation Disasters?

September 13 | 14:15 - 14:45

  • PR problems are often CX problems
  • How are we dealing with one of the largest PR issues the company has ever faced and what has been the role of CX?

Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

2:45

Building a Human-Orientated Customer Experience

  • Humanity is at the heart of all customer experience
  • With the Millenial generation and Generation Z becoming more serious consumers, the human element is more important that ever
  • Technology, data and...

Speaking:

Christina Kosmowski

Christina Kosmowski

Head of Customer Success, Slack

Building a Human-Orientated Customer Experience

September 13 | 14:45 - 15:15

  • Humanity is at the heart of all customer experience
  • With the Millenial generation and Generation Z becoming more serious consumers, the human element is more important that ever
  • Technology, data and disruption should all pay homage to the human touch

Register Now

Speaking:

Christina Kosmowski

Christina Kosmowski

Slack

3:15

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

September 13 | 15:15 - 15:45

Register Now

Speaking:

3:45

Putting the Customer First with Design-Thinking

  • The importance of understanding customer expectations and how to use design-thinking to create products that you help you fulfil them
  • Understanding how design-thinking can offer your company a...

Speaking:

0-2-230x230

Bob Buiaroski

SVP Customer Experience, Manulife

Anita Swamy

Anita Swamy

VP, Retail Customer Experience, Manulife

Putting the Customer First with Design-Thinking

September 12 | 15:45 - 16:15

  • The importance of understanding customer expectations and how to use design-thinking to create products that you help you fulfil them
  • Understanding how design-thinking can offer your company a competitive advantage
  • Analyzing the end-to-end customer journey that you want to design for and how you can add delight at every step
  • Identifying the tools needed to understand behavior in order to change mindset
  • Measuring design thinking value
Register Now

Speaking:

0-2-230x230

Bob Buiaroski

Manulife

Anita Swamy

Anita Swamy

Manulife

4:15

The Digital Transformation Race - How to Execute Holistic Digital Transformation for More Customer-Centric Models Fast

  • What is driving digital transformation?
  • How to achieve scale and internal buy-in
  • Assessing levels of investment needed
  • Building a business case for digital transformation with clearly delineated ROI...

Speaking:

0-9-230x230

James Thompson

Director of Digital Accounts, REEF

The Digital Transformation Race - How to Execute Holistic Digital Transformation for More Customer-Centric Models Fast

September 13 | 16:15 - 16:45

  • What is driving digital transformation?
  • How to achieve scale and internal buy-in
  • Assessing levels of investment needed
  • Building a business case for digital transformation with clearly delineated ROI streams
Register Now

Speaking:

0-9-230x230

James Thompson

REEF

4:45

Q&A With the Advisory Board

  • Open Q&A with the experts that make up the advisory board

Speaking:

ido

Ido Bornstein-HaCohen

Chief Operations Officer , Conversocial

Anita Swamy

Anita Swamy

VP, Retail Customer Experience, Manulife

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Dell_Logo_Blue_rgb-300x300

Deb Zell

Experience Director, Dell

Q&A With the Advisory Board

September 13 | 16:45 - 17:15

  • Open Q&A with the experts that make up the advisory board
Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

ido

Ido Bornstein-HaCohen

Conversocial

Dell_Logo_Blue_rgb-300x300

Deb Zell

Dell

Anita Swamy

Anita Swamy

Manulife

5:15

Chair’s Closing Remarks

Speaking:

Crystal Collier

Crystal Collier

Head of Strategy, Performance and Insights, Electronic Arts

Chair’s Closing Remarks

September 13 | 17:15 - 17:30

Register Now

Speaking:

Crystal Collier

Crystal Collier

Electronic Arts

5:30

End of Main Conference Day Two

End of Main Conference Day Two

September 13 | 17:30

Register Now

Speaking: