2nd annual digital customer experience strategies summit | chicago: september 23 - 24, 2015

8
Erica Javellana, Speaker of The House, Zappos Don Fertman, Chief Development Officer, Franchise World Headquarters/SUBWAY Tim Hassed, Director, Digital Customer Experience Telus Corporation Rick Medeiros, Executive Director, Lenovo.com Global Usability & Customer Experience, Lenovo Frederick Crosby, VP, Western Union Digital - Business Development & Marketing, Western Union Customer Experience Journey Mapping Journeying into the Consciousness of the Customers 3 2 1 Social Media Analytics and Customer Experience SECOND ANNUAL DIGITAL CUSTOMER EXPERIENCE S T R A T E G I E S S U M M I T September 23rd - 24th, 2015 | Chicago | Hyatt Regency McCormick Place World-renowned thought leaders: Exclusive Insights on: Omni-Channel Customer-centric Culture Engagement & Loyalty Personalization Emerging Channels Metrics & Analytics Social & Mobile Register Today at: www.digitalcustomerexp.com Award-Winning Case Studies & Speakers d ClearAction Enabling customers to love you Gold Sponsors: Bronze Sponsor: Partners: Success stories on mobile, social, and personalization from leading brands to help you transform your CX

Upload: thomas-barnes

Post on 12-Apr-2017

823 views

Category:

Marketing


0 download

TRANSCRIPT

Page 1: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

Erica Javellana, Speaker of The House,Zappos

Don Fertman,Chief Development Officer,Franchise World Headquarters/SUBWAY

Tim Hassed,Director, Digital CustomerExperienceTelus Corporation

Rick Medeiros,Executive Director, Lenovo.comGlobal Usability & Customer Experience,Lenovo

Frederick Crosby,VP, Western Union Digital - Business Development & Marketing, Western Union

Customer Experience Journey Mapping Journeying into the Consciousness of the Customers

321

Social Media Analytics and Customer Experience

S E C O N D A N N U A L

DIGITALCUSTOMER EXPERIENCES T R A T E G I E S S U M M I T

September 23rd - 24th, 2015 | Chicago | Hyatt Regency McCormick Place

World-renowned thought leaders: Exclusive Insights on:

• Omni-Channel

• Customer-centric Culture

• Engagement & Loyalty

• Personalization

• Emerging Channels

• Metrics & Analytics

• Social & Mobile

Register Today at: www.digitalcustomerexp.com

Award-WinningCase Studies

& Speakers

d

ClearActionEnabling customers to love you

Gold Sponsors: Bronze Sponsor: Partners:

Success stories on mobile, social, and personalization from leading brands to help you transform your CX

Page 2: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

Register by Calling 1-866-298-9343

Welcome to the Digital CX Summit, the only US-based event of its kind... Giving you the depth and breadth on leveraging digital channels, tools and tactics.Featuring 10+ world-class case studies, you will take away comprehensive advice and practical solutions to seize opportunities in this rapidly developing field.

Discover innovations in mobile, social, virtual agents, personalization, VoC and analytics. Make the right digital investments for your CX strategy. Create lasting impact on your customer satisfaction, retention and sales.

Join industry thought leaders and experts who are passionate on digital and CX.

Fortune 500 and other past attendees include:

Your Digital CX team

American Express ■ Southwest Airlines ■ Barneys ■ New York Nationwide Insurance ■ Blue Cross & Shield ■ Cleveland Clinic ■ Attensity ■ Export-Import Bank ■

Broadridge Financial ■ Hewlett Packard ■ IBM ■ Indigo.ca ■ Colgate-Palmolive ■ JetBlue Airways ■ Manulife ■ McGraw-Hill Education ■ Pfizer ■ Ralph Lauren ■ Accenture ■ RetailMeNot, Inc. ■ Vitamix ■ Schneider Electric ■ WestJet ■

Symantec ■ USAA ■ Adobe ■ Zipcar ■ maxymiser ■ Rue La La ■ Lancome USA ■

Healthfirst ■ Dell ■ Environics ■ GoDaddy ■ Direct General Insurance ■ NYC 311

Who

was

th

ere

in 2

014

Attain crucial insights from10+ leaders in CX:

Register Today by Calling 1-866-298-9343 x 200

“ This is the best DCX conference I’ve attended! Lots of great info...” Director, Digital Customer Experience, Schneider

Electric

“ I have been very impressed. Great speakers and presentations relevant topics, good pace.”

VP, Operations & Data Quality Diviosn,

Export-Import Bank

Page 3: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

Executives involved in any aspect of customer experience strategy, design,management and implementation...

Financial Services•

• Pharmaceuticals

• Healthcare

• Hospitality & Entertainment

• Technology

• Retail

Industry experts and vendors who provide advice, service and/or products to help CX executives...

Customer Experience Consultants•

• Digital/Marketing Agencies

• Marketing Automation/CRM/Platforms

Enterprise Content Management Firms•

Social Media Platform Software•

Big Data Companies•

3 pre-conference workshops for in-depth

learning

Cross pollinationof ideas from more

industries

New content:B2B, culture, virtualassistance and VoC

Speednetworking

session

Award-winningcase studies and

speakers

Mobileround table

ReGiSteR toDAy!your quickest way to impact CX is through digital channels!

1-866-298-9343

[email protected]

www.digitalcustomerexp.com

take away 10 solutions to drive your CX:✓ Mobile: Create mobile-first strategies ✓ Transformation: Embrace lean and agile methodologies ✓ Personalization: Deliver relevance and value ✓ Social: Source ideas to innovate ✓ Analytics: Improve the ROI on your CX initiatives ✓ Omni-Channel: Maximize impact ✓ Metrics: Identify the right indicators for success ✓ Customer-Centricity: Create a customer-first culture ✓ Voice of Customer: Key strategies to listen actively ✓ Customer Journey Mapping: How customers interact

LinkedinJoin the Digital Customer Experience community and share your views with our growing group members

twitterSpread the word and engage in the debate by tweeting your thoughts using #DCX Summit or follow @DigitalCustX

Join our online community

Drive your CX transformation through digital channels. Reap enormous rewards.

What makes the Digital CX summit different!

This summit was designed for leaders looking to transform their CX

Follow us on twitter @DigitalCustX

Page 4: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

8:15 AM Opening Comments from the Chair

JC Quintana,Customer Relationship Author & Strategist; Former Global Head of Innovation, Customer Strategies,Hewlett Packard

8:30 AM Keynote Address: Creating and Sustaining a Culture of Service – The Zappos Story

How To Continuously Improve Your CX Performance through Digital Channels Every day, everyone in your company affects the culture and in turn your customers experience. By developing a culture of service, you can make positive change happen every day. By using all the various channels including digital, such as mobile, social and web, you can finally become the customer service company you have wanted to be. Zappos.com has grown their business because of the service they provide to their customers. Emulate their success and gain insight into:•  Zappos value system •  Approach to customer service and engagement •  How this Culture of Service can be applied to any industry.Develop strategies to become a CX leader and grow your business

Erica Javellana,Speaker of the House,Zappos

7:35 AM Registration and Continental Breakfast

9:30 AM Interactive Q&A

Create Better Digital Experiences for Your Customers to Drive Customer Loyalty and Higher Profits•  Translate CX talk into the boardroom and get C-suite excited

about digital CX•  Rally your organization around a new culture of customer centricity•  Create digital experiences that help customers make the right

decision and meet their needs Get a glimpse into what it takes to better deliver experiences for your

customers digitally.

Ingrid Lindberg,Former Chief Customer Experience Officer,Prime TherapeuticsStevie Awards - Maverick of the Year & Best New Product or Service of the Year

Wednesday September 23rd, 2015

Aimee Lucas,CCXP, Customer Experience Transformist,VP,Temkin Group

10:30 AM Customer Journey Mapping

Using Customer Journey Maps to Make the Right Digital Investments and Improve Your Customers’ Experiences•  Identify the interactions that have the most impact on customer loyalty•  Investigate key areas for digital CX improvements and innovations

that will impact your ROI•  Elevate customer-centricity across the organization

1:00 PM Industry Experts

How to Achieve Outstanding Business Results Through Effective Digital Experience Environments •  Enhance digital transformation to yield enhanced business outcomes •  Anticipate and engage for meaningful customer experiences from a

single-user perspective •  Provide consistent experiences across multiple channels

Jerry Wager, Business Unit Executive – North America Sales,IBM DIGITAL EXPERIENCE SOFTWARE

1:45 PM Mobile Roundtable

How to Develop a Mobile-First Strategy to Deliver Delightful Digital Experiences and Improve Customer Engagement Levels•  Customers’ mobile behavior and how mobile can alleviate key

pain points•  Smart investments that focus on impact•  Strategies to design and deliver best-in class mobile experiences

to exceed expectations Realize the full potential of your mobile strategy to improve your CX.

Tim Hassed,Director, Digital Customer Experience,TELUS Corporation

Rick Medeiros,Executive Director, Lenovo.com Global Usability & Customer Experience,Lenovo

Karen Kerley,Director, Client Experience,TradeKing

11:15 AM Case Study: TELUS Digital Labs

Creating a Sandbox for Innovation to Build Mobile Experiences Through Customer-First Collaboration •  Lean and agile methodology: Experiment, embrace failure, and

empower your employees •  Co-create with customers: Integrate feedback throughout design process •  Build what you can measure: Use data to validate and create

value for customersCreate industry-leading and compelling digital experiences for your customers.

Tim Hassed,Director, Digital Customer Experience,TELUS Corporation

12:00 PM Networking Luncheon

Join the conference speakers and your peers for a relaxing luncheon.

Register Today by Calling 1-866-298-9343 x 200

2:30 PM Industry Expert

Page 5: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

4:15 PM Keynote Address

Build and Deliver Holistic Omni-Channel Experiences to Ensure Consistent Outcomes Across Channels•  Move away from siloed approaches and adopt single view of the

customer across touchpoints•  Identify omni-channel efforts to create the most valuable

experiences for customers•  Ensure painless customer transitions across touch-points •  Measure the success of your omni-channel experienceManage your customers’ expectations with consistency across all

touch-points.

Bobby Fan,Head of the Americas, Director of Marketing and Business Development, Western Union Digital

Michael Allenson,Senior Strategic Consulting Director,MaritzCX

3:30 PM Industry Expert: Voice of the Customer

Build an Effective Voice of the Customer Program to Continuously Improve Your Digital CX and Business Performance•  Identify key “listening” channels to optimize your resources•  Put processes in place to disseminate VoC insights across

departments•  Be prepared and take action on gained insights to improve the digital

customer experienceCome away with key tactics to improve your VoC maturity and your

digital experiences.

thursday September 24th, 2015

7:45 AM Registration and continental breakfast

8:15 AM Opening comments from the Chair

8:30 AM Keynote address

Interview with Don Fertman, SUBWAYHow does a company decide which platforms to pursue and invest in? Join this discussion and learn how to determine which digital technologies are right for your organization.Get insights to make the right digital investments to advance your digital experiences.

Don Fertman,Chief Development Officer,Franchise World Headquarters, Subway

9:00 AM Industry Expert: Digital Transformation

Rewire the Digital Customer Experience to Connect Emotionally with Customers,!•  Outside in: know your customer’s interactions and pain points •  Knowledge, Context, Analytics: capitalize on 3 key elements to

personalized experiences •  Effortless Experiences: leverage tips for making it easy to do business •  Total Household Approach: understand not only who your customer

is, but understand who their household is for better engagement

Lauren KindzierskiVP of Solutions & Capabilities, Global Growth Strategy & Marketing Team, HGS

10:15 AM Mid-Morning Networking Break

9:30 AM Case Study: Lenovo.com

How to Transform Customer eXperience to Build an Enduring Brand•  Create the urgency to build a CX culture •  Revolutionize how we measure the CX journey end-to-end •  Make design a partner in CX success •  Iterative learning: CX challenges and opportunitiesStand out from the crowd and achieve your digital CX objectives

Rick Medeiros,Executive Director, Lenovo.com Global Usability & Customer Experience,Lenovo

10:45 AM Industry Expert

Register Online at www.digitalcustomerexp.com

5:00 PM Speed Networking and cocktail reception

Develop Relationships and Fresh Ideas Engage thinkers, doers, and trailblazers in customer experience. Quick rotations will help you break the ice and get to know fellow CX executives and professionals. Bring your business cards, make the right connections, and build exclusive knowledge!

3:00 PM Mid-Afternoon Networking Break

Interact with conference speakers and fellow attendees.

Page 6: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

1:00 PM Industry Expert

2:00 PM Case Study: TradeKing

Manage Customer Perceptions Via Social Media to Minimize Attrition Rates•  Reduced customer angst in advance of the merger•  Created a smooth transition for customers •  Retained & enhanced long term relationships with a new customer set

Karen Kerley,Director, Client Experience,TradeKing

1:30 PM Case study: build-a-bear workshop

How to Leverage Digital to Build Personalized Emotional Experiences that Improve Engagement and Overall SalesAs the inventor of the “experiential mall-based retailing”, Build-A-Bear understands the value CX has on its long term profitability. In response to how young digital natives play today, the organization created an integrated physical-digital approach to meet the demands and expectations of its customers, while keeping the hands-on aspect that make the brand.

Brian Sawyer,Senior Managing Director, Digital,Build-A-Bear Workshop.

3:05 PM Case Study: USAA

How to Use Virtual Agents to Meet Customers’ Needs to Enhance the Omni-channel Experience •  Enable personalized support and better use of live agent skills•  Learn from customer behavior to provide more sophisticated services•  Make cross-channel interactions with your brand painless and seamless

Neff K. Hudson,Vice President,Emerging Channels,USAA

3:50 PM Case Study: Digicert

Create Your Digital CX Command Center to Secure Customer Retention•  Service the customer through customer-preferred channels •  Manage interactions with the right contextual information •  Optimize your resource allocation across channels

Flavio Martins,Vice President, Operations,DigiCert

4:35 PM Conference Adjourns

12:00 PM Networking Luncheon

vvPre Conference Workshops | tuesday, September 22nd, 2015

1. Use CX Personas and learn what motivates your customers.

2. Dive deep into critical touchpoints.3. Break down organizational silos and work

together to innovate.4. Demonstrate an ROI and get the buy-in

you need to succeed.Arm your organization with the right tools to create experiences across channels that will engage your customers.

Workshop A: Customer experience Journey Mapping — your Road to Success 9:00 AM – 12:00 PM

Carol Bueherns,Customer Experience Strategist,ICW Group

1. Aggregate and analyze feedback from social media

2. Get to know your social customers and leverage their influence

3. Make real-time and intelligent decisions based on analytics

Enable faster and better response to your customer feedback to improve retention and loyalty.

Workshop C: Social Media Analytics & Customer experience1:00 PM – 4:00 PM

Munish Gupta,Director, Marketing Analytics,Dell

1. Identify the key principles of any customer relationship

2. Uncover the unseen mindset structure that drives every relationship.

3. Gain valuable tools for understanding how it works

4. Reflect how to improve relationships through any medium, at any time

5. Discover more about yourself and others

Workshop B: Journeying into the Consciousness of the Customer, the What, Where, How and Why of the Customer Relationship 1:00 PM – 4:00 PM

Get more from your conference experience! Join our highly focused, hands-on workshops, led by a carefully selected industry expert.

Join Digital Customer experience Community

11:15 AM Metrics Panel

Choose the Right Metrics to for Digital CX •  Identify the right combination of metrics to measure CX and

Digital CX success•  Benchmark your performance across competitors and industries•  Leverage your omni-channel data to improve decision-making,

customer engagement and loyaltyRedesign your metrics to maximize your CX and digital CX strategy.

Carol Bueherns,Customer Experience Strategist,ICW Group

Michelle Morris Freet,Associate Director, Client Experience,Crowe Horwath

Page 7: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

Simon Wren | Sponsorship ManagerT: 1-866-298-9343 x 229E: [email protected]

To learn more on sponsorship and exhibiting opportunities, please contact:

Meet c-level executives and grow your business

Build brand awareness in a high opportunity market

Exhibit Information

Position yourself as an expert in the dynamic world of Digital CX

Benefit from an environment conducive to intimate businessdiscussions and big developement

Develop new and existing relationships during relaxed networking

Showcase your latest product/service offerings

ExhibitionRoom

ConferenceRoom

2

3

4

5

67

8

9

10

1

Food & BeverageNetworking& Dialogue

Thought LeadershipOpportunity

Simon Wren | Sponsorship ManagerT: 1-866-298-9343 x 229E: [email protected]

To learn more on sponsorship and exhibiting opportunities, please contact:

Meet c-level executives and grow your business

Build brand awareness in a high opportunity market

Exhibit Information

Position yourself as an expert in the dynamic world of Digital CX

Benefit from an environment conducive to intimate businessdiscussions and big developement

Develop new and existing relationships during relaxed networking

Showcase your latest product/service offerings

President, CEO, VP 10%

30% Chief/VP/Director/Manager Digital Customer Experience

Other 10%

VP/Director/Head of 15% Digital Customer Service,

Customer Care

25% Chief/VP/Director/Manager of Marketing, Digital Marketing, Social Media

title Breakdown

VP/Director/Head Operations 10%

Solutions Providers: Raise your profile Sponsorship & exhibit opportunities

Connect with world leading CX solution providersFind answers to your biggest challenges

Grow your business and cement your market leadership in providing CX advice, services and products.

Register Online at www.digitalcustomerexp.com

Page 8: 2nd Annual Digital Customer Experience Strategies Summit | Chicago: September 23 - 24, 2015

Source intelligence from 10+ Leaders

S E C O N D A N N U A L

DIGITALCUSTOMER EXPERIENCES T R A T E G I E S S U M M I T

Send THREE delegates and the FOURTH delegate

attends for FREE!

ATTENTION MAILROOM: If undeliverable to addressee, please forward to: Customer experience, Customer Care & Client Services, Marketing, Strategy, operations

Registration fee:

The registration fee includes luncheon, receptions, refreshments,

networking breaks, continental breakfast, and original course materials.

Payment is required in advance and can be made by company check,

VISA, MasterCard, or American Express. Please make cheques payable

to the Strategy Institute Inc. and write the registrant’s name on the face of

the cheque.

Early Bird special:

Expires on July 24th, 2015. Cannot be used with group discount.

Group Discount:

A Group Discount is offered for this conference (not in combination with

any other offer). To be eligible for the Group Discount, delegates MUST

register at the same time. The total discount per delegate (including

applicable group discounts, etc.) MUST not exceed 25% of the regular

conference cost.

Cancellations:

Cancellations must be received in writing by September 9th, 2015.

Cancellations received by this date will be eligible for a prompt refund

less a $495.00 administration fee. If you register for the program and do

not attend, you are liable for the full registration fee unless you cancel

according to the terms stated above. If you are unable to attend, delegate

substitution is permitted up to, and including, the day of the conference.

Admission Policy: Strategy Institute reserves the right to restrict entry to

the conference to any individual. Any such person requested to leave the

conference site shall do so immediately upon request, whether previously

issued a badge permitting entry. There is no refund payable with respect to

anyone refused entry. Any information obtained at the conference cannot

be relied upon for any particular set of circumstances, cannot be taken as

professional advice or opinion. Attendees must consult with the appropriate

professional before acting in response to information obtained at the

conference. Evening Social Activities: Please drink responsibly. Strategy

Institute shall not be liable for any consequential damages and/or personal

injuries caused by excessive or irresponsible alcohol consumption.

CONFERENCE CODE: 115032

WednesdaySeptember 23RD &

ThursdaySeptember 24th, 2015

cHICAGO, il

Conference Only $1,995 $2,195

Conference+ 1 Workshop

$2,490 $2,690

$3,085 $3,280

Workshop Only $595 each

CONFERENCE PRICING

SAVE $200Register by July 24th

Regular

Conference+ 2 Workshops

4 easy ways TO REGISTER:1-866-298-9343 ext. 200

[email protected]

www.digitalcustomerexp.com

Strategy Institute230 Park Avenue, 10th FloorNew York City, NYUSA 10169

Award-Winning Case Studies & Speakers on:

•  Social & mobile

•  Customer-centric Culture

•  Omni-Channel

•  Engagement & loyalty

•  Personalization

•  Emerging Channels

•  Metrics & analytics

Hyatt Regency