Featured Speakers › wordpress › wp-content › ... · 2:00pm-5:00pm GoDaddy Tour During the one hour tour, you will get a chance to explore the two story, 150,000 square foot,

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Featured Speakers

Speaker Faculty

Phone: 623-234-2843Email: [email protected]: www.execsintheknow.com/events/crs-phoenix

Efrain IrizarryDirector, REDcardGuest Services & CollectionsTarget

Carolyne Matseshe-Crawford VP, Global Customer Experience Services Orbitz

Michele Watson VP Customer Care & Payments & Risk Walmart.com

Elias HakimVP Operations Global Business Services UPS

Brian DennisVP Customer ExperienceKohl’s Department Stores

Michael MartinSVP Channel Optimization CIBC Retail & Business Banking

Shep HykenChief Amazement Officer, Speaker & Bestselling AuthorShepard Presentations

Tim HicklerVP WW Customer Service Amazon

Andrew PineVP, Customer RelationsPorsche Cars N.A.

Catherine JensenVice President, Customer ExperienceSony Computer Entertainment America LLC

Jeff CampVice President,Call Center OperationsTXU Energy

Ginna SauerweinManaging DirectorFedEx TechConnectWestern Region

Michael MartinSenior Vice-PresidentChannel OptimizationCIBC Retail And Business Banking

Kathryn McGavickCorporate Vice President, Customer SupportOuterwall

LeAnne CrockerDirector - Global Reservation OperationsDesign & Learning CommunicationsHyatt

Razia RichterSenior Vice President Chief Customer OfficerPetco

Scott ShuteVice President of Global Customer OperationsLinkedIn

Tim HicklerVP WW Customer ServiceAmazon

Lisa OswaldSenior Vice President, Customer ServiceTravelzoo Inc.

Sally McMahonVice President Channel ManagementSiriusXM

Andrew PineVice President, Customer RelationsPorsche Cars North America

inspiring minds

Re-thinking the competitive landscape of customer care

THANK YOU to the 2016 Advisory Board

The Customer Response Summit is about connecting with like-minded peers that are obsessed with servicing the customer. CRS provides many great opportunities to network and learn from attendees, speakers and industry experts.

• Identify best practices and discuss innovative ideas on how to serve your customer, through emerging channels.

• Ensure your brand is part of the customer success movement.

• Benchmark how brands are servicing the Connected Consumer. How does your company compare?

• Brainstorm and create customer care strategy plans within small groups. You will walk away with knowledge and ideas to take back to your team.

5 REASONS TO REGISTER TODAY Best Practices and Thought Leadership: The best minds

in customer care and customer experience will be on hand to educate, motivate, and inspire new ideas for you to take back to your team.

Industry Awareness and Education: Working with our research partner COPC Inc., Execs In The Know creates a bi-annual Customer Experience Benchmarking Study. One installment focuses on Corporate Insights and the other on Consumer Insights. While at CRS Phoenix you will get the opportunity to review the 2015 Corporate Report in detail with industry experts.

Networking: We love to network! Networking is the cornerstone to learning, opportunities, and fun. Each day has customized networking events. In addition, we create networking “moments” throughout the conference agenda to ensure that even shy people are driven to network.

A Personalized Experience: Our team is focused on ensuring that you get the most of your conference experience. We strive to understand your conference goals and help you find the right information and contacts. We focus on developing the right size and the right audience for each event, to help ensure your experience exceeds your expectations.

Brand-to-Brand Mentoring: Mentoring is the key to personal and business success. Brand-to-Brand mentoring is the key to customer success. Our 3 day Summit will allow you to learn from your peers and take back valuable insight to your brand.

CUSTOMER CARE FOR THE CONNECTED CONSUMER - FEB 23-25, 2016

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2:00pm-5:00pm GoDaddy Tour

During the one hour tour, you will get a chance to explore the two story, 150,000 square foot, state-of-the-art Global Technology Center, located in Tempe, Arizona. You can tour various departments and learn the multi-channel strategy that GoDaddy relies on to engage with their customers. From the open, collaborative work environment, to the employee-friendly amenities including fitness area, game center, go-kart track, putting green, basketball court and full-service kitchen with on-site chefs, you will not want to miss touring the GoDaddy Global TechnologyCenter.

5:30pm-7:30pm Welcome Reception & Registration Sponsored by:

Agenda Pre-Conference Tuesday, February 23rd, 2016

7:30am-8:30am Registration & Breakfast

8:30am-8:45am Conference Kickoff

8:45am-9:45am Building Moments of Magic

In today’s competitive customer landscape, it is important to create a meaningful customer experience at every touchpoint. High quality service and repeat purchases can set you apart from the competition. In this fast moving, high energy presentation, Shep Hyken, customer service and experience expert, will share with you how to create customer amazement. Shep will cover six steps to creating the customer focused culture, how to break apart your customer journey, one interaction at a time, the importance of social media customer service, and how analytics can be used to enhance the overall customer experience.

Agenda Main ConferenceDay 1

Wednesday, February 24th, 2016Location: JW Marriott Desert Ridge

Shep HykenChief Amazement Officer, Speaker & Bestselling AuthorShepard Presentations




9:45am-10:30am Benchmark Panel - Corporate Report

The 2015 CXMB Series Corporate Edition results are in. Find out how your program stacks up, and discover what insights this year’s findings reveal to top brands within our community.

10:30am-11:00am Break

Moderator - Paul ShugaVice President COPC Inc.

Carolyne Matseshe-Crawford VP, Global Customer Experience Services Orbitz

Claudia Cristiani General Manager, Services Operations Microsoft Enterprise Services

Ebrahim HyderVP, Consumer Support Michael Kors




11:00am-2:00pm Customer Shop Talk & Lunch

Customer Shop Talk sessions are small industry expert led discussions, on a laser focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking 4 of the 10 sessions to attend. Each discussion allows you 30 minutes to collaborate with your peers on your topic of choice.

Digital Channel Strategy As more consumers want to self-serve with the channels that have better and richer functionality, our decisions in the next three years about how to invest in, enable and operationalize digital communications are critical.During this session you’ll be introduced to [24]7’s Digital Maturity Framework which provides a guide to improving and evolving text-based customer interactions like virtual agent, web chat and social messaging. In addition you’ll learn about:·Key components of a successful digital channel strategy· A method to assess your current state of maturity· Details on how big data and prediction will drive results across channels· Trends in “unifying” digital (web, mobile, social, phone)

SMS as a Service Channel Imagine; you have been thinking about replacing those old kitchen cabinets in your house. You know, the ones that look like they came straight out of the 1970’s. You’re wondering how much it would cost, your options, what type of cabinets would be best, but you have no time to get down to the store and talk to someone. Then you remember, your favorite home improvement store offers text-as-a-service! You take a picture of your current kitchen cabinets, type a quick text message to the store and hit send and return to what you were doing. Not long after, you receive a response to your text.Fred, your local home improvement stores cabinet expert, texted back a couple of new cabinet pictures you might like, commented on the level of effort it would take to install, and provided some helpful information on how to get started. Elated, you respond to the text and suddenly you are scheduling someone to do measurements. Sound incredible? It is! You have just experienced Instaply’s TaaS (text-as-a-service) solution. TaaS allows your customers to connect with your business in an easy, frictionless way putting them in direct contact with the expert in your store or call center.

Mobile Support & Engagement Today’s customers are natively mobile and expect to be able to engage with brands however and whenever it is convenient for them. Regardless of channel, they expect contextually relevant responses at their moment of need and a consistent experience with the brand. Every touchpoint along the customer journey is a critical opportunity to build loyalty or destroy it. In this session Freshdesk will share examples to demonstrate:• The unique properties of mobile as a support and engagement platform and the resulting opportunities to engage customers in app• How to leverage contextual engagement to improve the relevance of customer service response• How to ensure that the mobile experience is consistent with the rest of the customer journey

Next Level Business AnalyticsStreaming the content your customers crave and sending messages to keep them in-the-know are crucial in providing customer satisfaction, but are not the only pieces that comprise the connected customer puzzle. How can brands build a customer experience framework that makes their customers feel like every interaction is all about them? Business analytics. We’ll show you exactly how to leverage data analysis to diagnose areas in your customer journey in need of optimization. We will also examine the success of a leading cable/satellite company that enhanced their proactive notification strategy and share a state-of-the-art visualization technique that is helping brands in every industry optimize their IVRs to create more fulfilling interactions.

Personalized Customer Journeys “Make It the Usual, Betty”. Regardless of the frequency of interaction, customers need the reassurance that we know their needs. As we envision the future of customer experience, in some ways we need to go back to the past – and take a lesson on personalized service. Using the omnichannel experience as a foundation, organizations can expand upon the customer journey to embrace new digital channels and personalize their customer’s journey. Join us, as we share tips, lessons learned and demonstrate an omnichannel customer journey in action.

Omni-Channel ManagementCustomer Experience is one of the largest challenges facing providers in all industries today. While the services they provide or products they offer are different, the core and goal is still the same: Customers who are satisfied and pleased with your product or service, and are satisfied with the acquisition and servicing of said product(s) or service, tend to buy more and more often, as well as recommend your offerings. The challenge today is this “omni-channel” management of your customers, coupled with the expectation that your interactions to the customer must be effortless, consistent and informed, to not cause a breakdown in those interactions across those channels.In the Fuse Group “Shop Talk” session we will discuss the largest challenges in selecting the right technology, the right partners and the criteria that have proven to be successful in your organization. We will also discuss common pitfalls that providers often fall into when looking outside their organization for solutions.


Agenda Main Conference

2:00pm-2:45pm Why do Bad Things Happen to Good Data? Some say that “data is the new oil”, the fuel that runs the twenty-first century economy. Data itself isn’t good or bad—that’s in how you use it. Consumers are both the beneficiaries of data handled well and the victims of data handled indiscriminately (or worse). This panel will focus on the data available to help organizations better engage with and serve their customers. It crosses channels. It crosses applications. It crosses processes. It crosses departments. And it crosses eyes! And we’re really just on the tip of the iceberg. This session will make you think hard about the data you have, the data you could have, and how to turn it into actionable intelligence for good.

Learn how to:• Identify and prioritize the data needed for improving customer engagement• Use contextual data to improve customer experience in real time• Leverage aggregated data for understanding and optimizing customer journeys• Blend customer and employee data to better understand employee performance• Have a business-driven conversation with IT about customer engagement data• Develop an ROI for data projects

Day 1Wednesday, February 24th, 2016

Location: JW Marriott Desert Ridge

Dean Cooper Managing Director, Head of Customer Service, Mortgage Banking JPMorgan Chase

Kelly KoellikerDirector, Solutions MarketingVerint Systems

Brad EhlyDirector of Customer Consultation & CareGoDaddy.com

John Craven, Sr. Enterprise Center of Excellence Call Center Director Cox Communication

Janet PoklembaCustomer Experience Manager Cross Country Home Services



2:45pm-3:15pm Break

3:15pm-4:00pm The Impact of Digital Disruption on Your Customer Engagement Strategies

Companies can have the glass is half full or half empty perspective when it comes to digital disruption. The concept of digital disruption can be scary, chaotic, and cause decision paralysis. However, with the right vision and plan it can be exciting, empowering, and inspiring. Digital disruption is creating an opportunity to engage with our customers in a deeper, more meaningful way.

Your customer’s pace of adoption is driving critical changes to your customer engagement technologies, processes, and data management. Join this panel of brand experts for a lively discussion and debate on the impact, and potential service options, of digital disruption on customer engagement strategies.



Moderator - Amit ShankardassEVP MarketingTeleperformance

Elias HakimVP Operations Global Business Services UPS

Tim HicklerVP WW Customer ServiceAmazon

Matt Zurcher SVP of Customer Care HomeAdvisor, Inc.



4:00pm-4:45pm Driving Disruption...A View From The (Connected) Driver’s SeatToday’s car has the computing power of 20 personal computers. Many automakers are enjoying this digital windfall and leveraging the wealth of in-car data to create opportunities to optimize new business models, redesign the customer experience, and deliver new revenue and business cases for sustained growth.

You won’t want to miss our final keynote of day 1 for a lively interactive discussion, intriguing insights and thought provoking conversations. Gentlemen...(and ladies)...start your engines!

6:00pm-7:00pm Cocktail Hour

Sponsored by:

7:00pm-10:00pm Networking Evening Networking Event - Tacos & Tequila Location: Modern Margarita - 5410 E High St. #115, Phoenix, AZ 85054Shuttles will be available to the venue. From the mouth watering, fresh food, to the tequila tasting and salsa dancing you won’t want to miss this evening networking event. Join us for entertainment, fun and conversation with your peers!

8:00am-9:00am Registration & Breakfast

9:00am-9:15am Day 2 Kickoff



Andrew PineVP, Customer RelationsPorsche Cars North America

Sponsored by:


Thursday, February 25th, 2016Location: JW Marriott Desert Ridge



9:15am-10:15am Creating an Omni-Channel, Personalized Experience in a Mobile World

Client engagement continues to change in an increasingly mobile world and there is an opportunity to capitalize on this opportunity. The momentum is present to accelerate the migration of routine calls/over the counter transactions to digital channels. Investing in omni-channel capability is critical to provide personalized service and deeper relationships with clients.

Join Michael Martin, SVP of Channel Optimization at CIBC for this compelling, inside look at CIBC’s customer service success story.

10:15am-11:00am Uber-Channel Shifts - Lessons Learned From the 2015 Holiday Season

Buyer behavior is changing—fast and furiously. 2015 was the first holiday season in which disruptive technologies (mobile and the internet) may have outsold brick and mortar stores. With younger demographics and easier channel access driving this drastic shift in how a sale may start and finish, a new crop of opportunities and issues arise.Join this panel of savvy-retail customer experience experts as they share their trials and tribulations from the 2015 holiday season, along with the lessons learned for 2016. Highlights will be shared from the recent Dialog Direct - Customer Rage Study on what customers really want, setting the stage for a robust discussion on the dos and don’ts of managing the online and brick and mortar peak season.

Michael MartinSVP Channel OptimizationCIBC Retail & Business Banking

Day 2Thursday, February 25th, 2016


Moderator - Mary MurcottPresident, The Customer Experience InstituteDialog Direct

Efrain IrizarryDirector, REDcardGuest Services & CollectionsTarget

Brian DennisVP Customer ExperienceKohl’s Department Stores

Michele Watson VP Customer Care & Payments & Risk Walmart.com



12:00pm-1:00pm Lunch



11:00am-11:15am Break

11:15am-12:00pm Customer Experience Meet-Up’s

Location: Pinnacle Peak 2

Session: Are You Listening? Social Metrics For Stronger Customer Engagements

Synopsis:One of our biggest struggles, even from a young age, is listening. You may have heard your mom say “are you even listening to me?” While saying yes, your mom knew you were likely not. Even today, we have to work at being active listeners. How about with our customers? This is the problematic question; do our customers feel the same way as your mom did?

Your social media understanding needs to be driven from a solid basis of active (social) listening. This comes about from your proactive and reactive efforts that drive insight back into your organization.

The social landscape continues to grow at a rapid pace while continuing to evolve. Brands are faced with the challenge of growing, adapting and engaging with customers; but they are struggling to keep up and understand. Social metrics provide the road map toward building greater customer engagements. The goal of this session is to have an interactive discussion to help to set or continue a key path for your organization (without a sales pitch). ;)

Key Takeaways:

- One of the greatest questions we all have to be honest with is “have we trained people to stay off of social media for customer service because the services we provided?

- The growing millennial (and younger) consumer base will be less tolerant of going off the channels they want to engage with, they will simply leave being your customer.

- The majority of brands are still not capitalizing on the access they have to customers through social media.

Facilitated By:

Matt WheatleyVP of Customer Experience 24-7 Intouch

Location: Pinnacle Peak 1 Session: One Size Does Not Fit All: The Power of Personalizing Your Customer ExperienceSynopsis: It is no surprise that an improvement in customer experience can easily translate into hundreds of millions of dollars of incremental annual revenues. One key component to making a lasting, positive impression on your customers is through the personalization of the consumer experience. The more effectively a company uses customer information to understand and acknowledge both the differences and similarities, the easier it will be to provide a truly personalized, highly customized experience, through relevant channels, in ways that drive stronger, more profitable relationships. This highly interactive session will take a fresh perspective on the customer journey and will identify key areas where companies can accelerate their ability to deliver innovative, personalized customer experiences that will ensure immediate engagement and empowered agents.Key takeaways:- How to map data to effectively track the customer journey from end to end and identify gaps or frustrations/pain points in the customer experience, to better understand and personalize.- How to empower agents with the right data to personalize the customer experience.- How to analyze data to influence internal processes and policies in other departments including Marketing, IT, Product Development and Finance

Facilitated by:

Bryan WillmertVP of Strategic Accounts Digital Roots



1:00pm-1:45pm CX Change is Simple, Just Not Easy - Client Case Study

Designing, implementing and proving success with a VOC program can be easier said than done. So, how do you and your team actually get it accomplished?

Hear an interactive discussion on the real-life journey from Infusionsoft (both the simple and not so easy parts); and how they got their VOC program up and running.

Learn how Infusionsoft and others have:

• Designed and obtained Executive buy in for their VOC program• How they implemented across multiple silos and listening posts• How they prove value every day• What are their next steps to keep the program successful, alive, and growing

1:45pm-2:30pm Closing Keynote



TBA

Lorraine SchumacherCEM/CX Evangelist Clarabridge

Justin MacDonaldCustomer Experience ManagerInfusionsoft


Sponsors

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Featured Speakers › wordpress › wp-content › ... · 2:00pm-5:00pm GoDaddy Tour During the one hour tour, you will get a chance to explore the two story, 150,000 square foot,