March 27th - March 29th 2017 / Park Hyatt Aviara ... · The Event for CX Innovators Lead Sponsors: In Partnership With. 2 March 27th-March 29th 2017 Park Hyatt Aviara, Carlsbad, CA

March 27th - March 29th 2017 / Park Hyatt Aviara / Carlsbad, CA / www.the-customer.com

The Event for CX Innovators

Lead Sponsors: In Partnership With

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March 27th-March 29th 2017 • Park Hyatt Aviara, Carlsbad, CA • www.nextgencx.com • 1-888-482-6012 • [email protected] @customer_event #ngcx

Announcing Your NGCX 2017 Main Themes!

Day One: Mining, Mapping and Measuring: How to Master Essential CX Strategies

Day Two: Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset

Day Three: Brace Yourself, Even MORE Disruption is Coming: Planning to Meet The Expectations of Your Customer in 2025

· 5 Interactive Workshops centered on topics such as customer journey mapping, avoiding analysis paralysis and employee experience

· Hear from Zappos, Comcast, Kaiser Permanente and Casper

· Guest Speaker Micah Solomon, Author, High-Tech, High-Touch Customer Service, Customer Service Contributor, Forbes.com

· Champagne Roundtable Discussions

· Case studies from Lululemon, Verizon, Lancaster General, Luxottica and Kimpton Hotels

· Industry Specific Meetups for retailers, B2B, travel executives and financial services professionals

· Two afternoon tracks focused on embedding employee engagement and building a CX toolkit

· Champagne Roundtable Discussions

· Case Studies from the Ritz Carlton Leadership Center, Vistaprint, Etsy and Goodyear

· Two concurrent post- event activities: a golf scramble and a San Diego wine tour

https://twitter.com/patient_event

https://www.linkedin.com/groups/Next-Generation-Patient-Experience-8120668/about

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More structured networking to help you meet the right people on your terms

The program is developed using year round market research validated and approved by a cross-industry advisory board of senior level executives to ensure that the content is relevant and unique

Case studies are delivered by senior level customer experience executives to provide a rare chance to benchmark both within and outside your industry and walk away with new best practices.

Interactive champagne roundtable discussion groups to allow peer-to-peer idea exchange and help you get answers to your most pressing challenges

A interactive session for our B2B attendees on building an effective CX strategy in a B2B environment

Multiple session streams and workshops on each day to allow you to customize your event experience

Who will you meet at NGCX?• Chief Customer Officers• Chief Experience Officers• CMOs, COOs, CEOs

AND SVP’s, VP’s and Directors of: • Customer Experience• Customer Insights, Customer Strategy• Customer Engagement• Customer Loyalty• In-Store Experience• Customer Marketing• Customer Innovation• Experience Design• User Experience• Experience Strategy

Why Attend NGCX?



4Hear From 2016 Attendees...

“I learned several valuable

nuggets that I have already started

to apply in my business.”

-Dexter Johnson, Head of CX, Farmers Insurance

“NGCX was not your common conference, it was stacked with interesting

topics and speakers. The 20 minute format of each presentation made it incredibly

easy to stay focused and touch on several points. All in all and incredible event!”

--Charbel Abou-Rached, Advisor - Guest Services, Cirque du Soleil

“NGCX will energize and motivate you to take the reins of the CX experience at your company. Great speakers and well thought out days lead to a great learning environment.”-Michael Gamble, CVP, New York Life

Meet Alex.

Alex is an experienced customer research professional who applies his Social Psychology

background and his passion for research, design, and innovation to the software industry.

His professional goal is to help teams create remarkable products and services which make

people’s lives easier and more enjoyable.

Learn from Alex.

The talk will introduce a new way of thinking about how companies approach understanding

their users, customers, consumers, fans, followers etc.-- in short, understanding the

people whose lives they affect. The new research mindset introduced in this presentation challenges calcified assumptions about how we

approach understanding customers.

BEYOND Marketing Research

MAR07 8:50

AM

USER Research

WITH

ALEX GENOVHead of UX Research, Zappos

A Call for Holistic ‘Person-Understanding’ in Business

vs.

Meet Micah.

Micah Solomon is one of America’s most popular keynote speakers on building bottom line growth

through customer service. His latest business bestseller, High-Tech, High-Touch Customer Service, as well as his perennial bestseller, Exceptional Service, Exceptional Profit, (a

collaboration with the creators of the modern-day Ritz-Carlton) have won multiple awards.

Learn from Micah.

The millennial generation of customers (born 1980-2000) is bigger–by far–than the baby boom,

and will soon represent a third of all customers in the marketplace. Are you ready to serve them,

profit from them, keep them coming back? Micah’s renowned research and writing on the subject for

Forbes.com enliven this unique presentation.

MILLENNIALS AS CUSTOMERS:

MAR27 9:55

AM

Serving–And Profiting From–The Largest

Generation In HistoryWITH

MICAH SOLOMONAuthor, High-Tech, High-Touch Customer Service, Customer Service Contributor,

Forbes.com

Meet Valori.

Valori has nearly 30 years of experience with The Ritz-Carlton and is a subject matter expert on customer analytics, personalized service delivery and service-centric cultures. For over 10 years, Valori’s name has

been synonymous with the company’s Customer Relationship Management (CRM) platform.

Learn from Valori.

Known for its remarkable culture of service, the Ritz Carlton is constantly

looked at as an example of best experience practices. Join Valori Borland during this session as she imparts to the audience some tips and tricks to reaching

service excellence.

CREATING A SERVICE

EXCELLENCE CULTURE

MAR29 9:10

AM

WITH

VALORI BORLANDCorporate Director, Cultural Transformation,

Ritz Carlton

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The 2017 NGCX Speaking FacultyTELECOMMUNICATIONS/UTILITIES

Chris Satchell Chief Product Officer and Executive Vice President Comcast NEW

T.S. Balaji Executive Director - Digital Experience Cox Communications NEW

Justin Reilly Head of Customer Experience Innovation Verizon NEW

Devon Westerholm Former Director of Customer Experience SunPower

Dave Smith VP of Customer Experience Comcast NEW

Hilary Strauss Hahn VP Strategic Partnerships Frontier Communications NEW

RETAIL/ETAILAlex Wright Director of Research Etsy NEW

Alex Genov Head of UX Research Zappos NEW

Jeff Gelfuso Director of Design Amazon ** NEW

Kristen Zavo Director, Strategic Projects and Affiliate Partnerships Luxottica NEW

Alan Wizemann VP of Guest Experience Lululemon Athletica NEW

Jennifer Marrazzo Senior Manager, Membership & Experience BJ’s Wholesale NEW

Jessica Pargament Director, Omnichannel Lenscrafters (Luxottica) NEW

Kevin Roskopf Director of Customer Relations Industries for the Blind, Inc NEW

Garred Sheppard Customer Insights and Analytics Manager 1-800 CONTACTS NEW

Elinor Shram CX Operations Lead Casper NEW

Kurt Malueg Senior Manager, Customer Experience Planning Kohls NEW

Jessica Hall Customer Experience Strategist Zappos NEW

Ben Babcock VP of Research Jet.com** NEW

Speaker to be named, Tacori

TRAVEL/HOSPITALITYMaggie Lang Senior Director, Guest Marketing Kimpton Hotels

Valori Borland Corporate Director, Culture Transformation The Ritz-Carlton Leadership Center NEW

FINANCIAL SERVICES (INSURANCE/RETAIL BANKING/INVESTMENTS)

Melissa Douros Senior Manager, Digital User Experience – eBusiness Discover

Mackenzie Shaw Director, User Experience Research Nationwide

Doug Roerden Vice President for User Experience Design Strategy Fidelity Investments NEW

Kelly Harper Director Customer Experience Learning BMO

Karen Kallet Chief Digital Officer Bank of Internet

Michelle Buretta Market Research and Segmentation Manager Genworth Financial NEW

Janis Avila Head of Customer Experience Union Bank

Shuchi Khurana Director, Voice of Client & Customer Experience Northwestern Mutual NEW

Christy (Scott) Willard Vice President, Customer and Product Experience United Guaranty NEW

Marty Ciszon Senior Manager, Digital Customer Experience Discover NEW



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Speakers Continued

FOOD/DRINK Christopher Barefoot Vice President of Communications & Guest Relations Opus One Winery NEW

Lindsey Knowles Director of Member Services & Engagement Club W NEW

Cassie Alvey Director of B2B Strategy Kansas City Steaks

HOSPITAL/HEATH SYSTEM/HEALTH INSURANCE

Jason Kolaczkowski Director of Analytics Data Analytics and Reporting Excellence Team Kaiser Permanente NEW

Lisa Hess Vice President of Marketing and Customer Engagement Lancaster General Health NEW

Nan Bacon Brand And Consumer Engagement Manager Shawnee Mission Health NEW

Doris Lopez Interim Executive Director UCSF Benioff Children’s Hospital Oakland

TRANSIT Ann Marie Cilley Director, New Ventures Experience Design Goodyear NEW

Kristi Langdon Consultant, Special Projects Daimler Trucks North America NEW

Tony Drummond VP Client Experience Manheimm

BUSINESS TO BUSINESS (B2B) Laurie Buzcek Global Director of Customer Experience Intel NEW

Tabitha Dunn Vice President, Customer Experience Concur

Chris Connors SVP of Technology Vistaprint NEW

Joan Pepper Director of Customer Success Zycus

CONSUMER FACING APPLICATIONS/ELECTRONICS

Elizabeth Griffin Senior Manager, Customer Experience Nintendo NEW

Barbie Fink Director of Customer Experience Adobe

Nathan Deeds Senior Manager, Customer Support OpenTable NEW

Michelle (HoKyung) Chiu Sr Director of Customer Experience Blue Apron NEW

Phil Wright CCXP, Director WW CX Lenovo US NEW

INDUSTRY THOUGHT LEADERS

Micah Solomon Author, High-Tech, High-Touch Customer Service, Customer Service Contributor Forbes.com NEW

Steve Piehl Principal, Authentic CX, former director of customer experience Harley Davidson

Eric Feinberg VP of Marketing ForeSee

Matt Inman Senior Director, CX Strategy and Design Consulting Maritz CX

Kathleen Jezierski President & Chief Operating Officer COPC Inc.

Sarah Simon VoC Consulting Director Confirmit

Brennan Wilkie SVP, Customer Experience Strategy InMoment

**Pending final corporate approval

Is your company speaking at NGCX? Get an additional 20% to join your colleagues in San Diego when you register with code CXSPEAKER

REGISTER NOW



http://bit.ly/2eNMuzs

Join the NGCX team on Sunday for pre-conference happy hour to meet other attendees and wind down after a day of travel. This happy hour is open to all attendees who are available to join.

Sunday, March 26, 20176:00 PM - 7:00 PM

Welcome Happy Hour for All Attendees

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Keynote/Case Study: A sharp 20 minute presentation focused

on key take-ways for the audience

Fire-Side Chat: A one-on-one discussion with an industry

expert on a specific topic

Panel: An interactive, moderated discussion on

stage featuring 3-4 panelists with Q&A throughout

Workshops: A deep dive into a top of mind topic

involving a hands-on activity or small group work

Moderator Led Champagne Roundtables:

Roundtable discussions are small peer-led group discussions on a niche topic. After 35 minutes, you have the opportunity to sit at another table of your choice for a second discussion.

Innovation Spotlight: A 10 minute rapid-fire presentation led by

a solution provider highlighting the latest in experience tools and technology

Case Study Revolution: A 20 minute success story or lesson

learned style presentation followed by 10 minutes of audience discussion

Panel Revolution: A 30 minute panel discussion followed by

10 minutes of audience discussion

Industry Meetups: A industry specific meetup session

focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare

Live Polling Town Hall: This highly interactive session, led by a

moderator, will begin with five minutes of audience polling and will be followed up by audience storytelling and sharing based on the results of those polls

NGCX Top Challenges Wrap Up Roundtables:

Using the top challenges submitted by your peers during our day one morning ice breaker, these free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss. You will have a chance to participate in two separate 30 minute discussions and tackle two challenges you face in your role head on.

Curate Your NGCX Experience



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Mining, Mapping and Measuring: How to Master Essential CX Strategies Monday March 27th

7:50 Continental Breakfast & Registration

8:30 Welcome Remarks & Opening ‘Top Challenges’ Ice Breaker

Elizabeth Robillard Event Director Next Generation Customer Experience 2017

8:40 Chairperson’s Opening Address Kathleen Jezierski

President & Chief Operating Officer COPC Inc.

8:50 Beyond Marketing Research Versus User Research: A Call for Holistic ‘Person-Understanding’ in Business

The talk will introduce a new way of thinking about how companies approach understanding their users, customers, consumers, fans, followers etc. ¬ in short, understanding the people whose lives they affect. The new approach and mindset is applicable to companies of any size ¬ from rebellious startups to established ³captains of industry² type corporations.

The new research mindset introduced in this presentation challenges calcified assumptions about how we approach understanding customers. These assumptions are most vividly apparent in large companies whose bureaucratic structure developed through the years establishes silos and sharp boundaries between understanding people for sales and marketing purposes versus understanding people for product design and development purposes. Once we realize that the final object of our understanding are real people with real behaviors, emotions, motivations, goals, etc., we will recognize that our customer research has to have a common business objective and a co-ordinated and complementary sets of methods across the whole organization.

The talk will highlight a cross-functional, cross-silo research case study from Zappos - a company that was built and operates on challenging common wisdom and the status quo.

Alex Genov Head of UX Research Zappos

9:15 What to Be Listening For: Working Across Organizational Lines to Understand the Granularity of Data Needed by Your Business Partners

Join this session presented by Jason Kolaczkowski from Kaiser Permanente to learn a bit more about how cx strategists can be communicating better across organizational lines to understand the needs of their internal stakeholders. Points to be discussed include:

· Advocating for visibility into cross departmental goals · Coordinating with marketing, sales, IT, eCommerce and all the

customer channels to understand their business priorities · Curate a list of things to be listening for based on what each

department is looking to learn about the customer Jason Kolaczkowski

Director of Analytics Data Analytics and Reporting Excellence Team Kaiser Permanente

9:35 The Evolution of Comcast: Shaping Customer Experience from Design to Delivery

Hear from Chris Satchell, Executive Vice President and Chief Product Officer of Comcast who will share his perspectives on how the customer experience starts with great product design through delivery and support. Mr. Satchell will also provide insights into how Comcast is evolving its approach to the customer experience from the top down.

Chris Satchel Chief Product Officer, EVP Comcast

“I loved the variety of speakers and topics from

a wide-range of industries. The conference was well

organized and things were constantly moving with short,

but interesting presentations.”

-Nan Bacon, Brand & Consumer Engagement Manager, Shawnee Mission Health



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Mining, Mapping and Measuring: How to Master Essential CX Strategies Continued

9:55 GUEST SPEAKER: Millennials As Customers: Serving–And Profiting From–The Largest Generation In History

The millennial generation of customers (born 1980-2000) is bigger–by far–than the baby boom,and will soon represent a third of all customers in the marketplace. And within just a coupleyears will command the largest wallet share of any generation in history. Are you ready to serve them, profit from them, keep them coming back? Micah’s renowned research and writing on the subject for Forbes.com enliven this unique presentation.

Micah Solomon Author, High-Tech, High-Touch Customer Service, Customer Service Contributor Forbes.com

10:25 CASE STUDY REVOLUTION: Going Beyond the Survey: How to Stop Rectifying and Start Predicting

Given the staggering amount of data being collected from your customers, there should be something you can do to take that data and turn it into strategic prescriptive plans that will streamline the customer experience without the customer even knowing. Rather than just constantly reacting to complaints from your customers, this session will discuss how you can be moving from lagging indicators to leading indicators:

· Get beyond the ‘problem whack-a-mole’ world by moving from lagging indicators to leading indicators

· Create an intentional, designed experience with the right controls · Strategies for tracking and mapping those controls and getting

employees connect to the metrics · Implementing an accountability model to incent the experience going

well the first time! · Managing with leading indicators ongoing

Devon Westerholm Director of Customer Experience SunPower

10:55 Morning Refreshment & Networking Break Book Signing with Micah Solomon

11:25 A Successful Omnichannel Experience Starts With “Why”

Streamlining the omnichannel customer experience must begin with a simple question, ‘why’? Join this session with Kristen Zavo to learn more about how to pinpoint your why and use it to further your strategies.

· Learn how your “why” can help you articulate your true business purpose.

· Learn how to use your “why” to overcome top omnichannel challenges. · Understand why people do not buy what you do, but why you do it.

Kristen Zavo Director, Strategic Projects and Affiliate Partnerships Luxottica

11:45 Get it Right: Competing and Winning on Customer Experience (CX)

CX is the frontline in today’s battle for business growth.To win, brands must know their customers across the entire customer journey. In this session you’ll learn which brands are winning on customer experience and which are falling behind as we share insights from the latest ForeSee Experience Index, a comprehensive customer experience study of 40,000+ consumers. We’ll also arm you with tactical and strategic CX insights to help you drive business results throughout 2017.


12:05 PANEL: Prioritizing Your CX Projects: Road-Mapping Short and Long Term Initiatives

An effective CX strategy takes up a lot of resources, such as technology spend and talent. And sometimes those resources can be scarce. How do you best allocate those resources to projects in your pipeline? Join this panel to hear how this group of top cx strategists are mapping out their projects based on customer need and organizational resources. Panelists will discuss the following:

· Identifying top pain points through continuous feedback monitoring to know what experiences you should be working on improving

· Knowing the budget you have and understanding it’s limitations

Monday March 27th



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· Identifying the easier fixes to go after now and create a map that strategizes how to attack the long term issues

· What teams are involved in putting together your roadmap/who sees it and uses it once it is completed?

Garred Sheppard Customer Insights and Analytics Manager 1-800 CONTACTS

Kurt Malueg Senior Manager, Customer Experience Planning Kohls

Elinor Shram CX Operations Lead Casper

Phil Wright CCXP, Director WW CX Lenovo US

12:35 How An Omni-Channel Strategy Paid Big Dividends for a One Retailer

Session will discuss the strategy and tactics used by one retailer to drive increased sales, a larger share of wallet and greater engagement - all through a multi-tier omni-channel program.

Speaker to be named, Clutch

12:55 FIRESIDE CHAT: Achieving Disruptive Customer Multi-Channel Experience With an Inside-Out Philosophy

We have been on journey at Frontier Communications having created a business-within-a-business, where we have been providing awesome CustomerCARE for Fortune 500, leading brands in silicon-valley software, and financial services credit cards-

· How we grew from $0 – 300 million in 3 years; how we moved the needle on customer rated NPS in some cases an unprecedented 40 points; and how we continuously innovate to help the clients tackle their most strategic objectives

· How we are now beginning a new journey to migrate best practices from the partnerships business, to across the Frontier enterprise to transform the FtrCARE organization [since the acquisition which occurred April 1, 2016, doubled our size overnight (employees, customers, revenue)]

· We aim to shift the telco-call-center mindset, to become customer-intent-driven CustomerCARE Centers, based on an employee-first, inside-out, and experience-led design model

· How employee engagement is foundational Hilary Strauss Hahn

Vice President, Employee Experience, Creative Strategies & ClientCARE Frontier Communications

Moderator: Micah Solomon Author, High-Tech, High-Touch Customer Service, CS Contributor Forbes.com

1:15 Lunch for all Attendees

1:15 OpinionLab Private Lunch: By Invitation Only

“Each presenter had enough time to share their idea with enough detail to really get you thinking about how you can apply it to your business. Then the networking time, panel discussions, and round table topics allowed you to further explore how it could work and how others have been successful with it. I came back to the office with several ideas that we could put in action right away. Thank You!”

-Jed Wakeham, Client Engagement Specialist, Hagerty Insurance

Monday March 27th



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Concurrent workshops begin.

Track A Customer Experience 101- Exploring First Steps

Track B Strategies for CX Quick Wins in the Short Term

Track C Strategies for CX Excellence in the Long Term

2:15 WORKSHOP A: The Merits of Mapping- What are the First Steps? Join this session to learn the importance of mapping your customer’s end-to-end journey and begin to understand the basics of what goes into a workable journey map · Understand the tools needed to make a journey map

along with who should be involved with the process · Identify the practical applications of journey

mapping, such as uncovering customer pain points and gaining c-suite buy-in

Ann Marie Cilley Director, New Ventures Experience Design Goodyear

WORKSHOP B: Avoiding Analysis Paralysis: How to Pull the Trigger on a New CX Initiative or StrategyAfter you’ve analyzed all the data you can about your customer and their interaction with your brand, how do you put it all into a plan and follow through? Join this hands-on workshop to learn - · How can you move past the ‘what-if’s’ that are

standing in the way? · Understanding that ‘change is a process not an event’Michelle Buretta Market Research and Segmentation Manager Genworth Financial

WORKSHOP C: Bridging the Gap Between Customer Experience and Employee Experience- Adobe’s Experience-athonBarbie will join us to talk all about Adobe’s Experience-athons. These interactive sessions that Barbie leads across the globe engage employees in using Adobe apps and services while creating brand ambassadors. Once employees have had a chance to use Adobe products, they have a better understanding of the customers journey and what its like to walk in their shoes. Join Barbie’s workshop to hear more about how she set up these sessions and how she conducts them. Barbie Fink Director of Customer Experience Adobe

2:55 WORKSHOP D: Where Should Customer Experience Sit At Your Organization? Despite the fact that CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience. During this session, our group of panelists will discuss: · How far along on the maturity curve their

organization is in terms of CX · Is CX centralized or decentralized? · How the function of CX was created and perhaps

changed in recent years · If decentralized:

· What department CX is housed in? · Are advocates or CX team leads across the

organization? · If Centralized:

· Are there is strategic, operational and design functions within the enterprise level CX team?

· In an ideal world, where do you think CX should sit, given the unique nature of the role?

If you are interested in leading this highly interactive and visible workshop, please be in contact withHarvey Golub, at [email protected]

WORKSHOP E: Creating A Customer Journey Map In 40 Minutes At No CostHow do you create a legendary customer experience? You take away the irritants PLUS innovate and surprise your customers with an experience that is better than expected..There’s no better way to uncover these tactics than by completing a Customer Journey Map. Often this can seem like an onerous and expensive task. It doesn’t have to be.In this fast paced workshop you’ll learn how to simply and efficiently run your own Customer Journey mapping session that will help you drive innovative solutions and also drive the waste out of your process. Filled with real case examples and hands-on exercise, participants will: · Understand the types of journey maps you can do

and when to do what kind · The “tools” and “who” you need · Conduct a mini Journey Mapping Session · Leave as a Journey Mapping MavenJoan Pepper Director of Customer Success Zycus

Mining, Mapping and Measuring: How to Master Essential CX Strategies Continued Monday March 27th



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3:35 Afternoon Refreshment & Opening Networking Break In The Innovation Hub

Book Signing with Micah Solomon

4:15 Champagne Roundtable Discussions (35 Minute Back to Back Tables):

Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you. · Network with industry peers with very similar challenges, interests

and responsibilities · Take a deep dive into a niche topic in an intimate and informal setting

moderated by a subject matter expert · Don’t miss out on the discussions you want to participate in—you’ll get

to select a new topic after 35 minutes 1. Get it Right: Competing and Winning on Customer Experience (CX)


2. How An Omni-Channel Strategy Paid Big Dividends for One Retailer Speaker to be named, Clutch

3. Dealing with Change Management in An Organization of Unwieldy Size Cheri Thompson Senior Manager, Customer Experience Strategy CarMax

4. How Does Customer Experience Fit Into Agile Product Development Jennifer Marrazo Senior Manager, Membership & Experience BJ’s Wholesale

5. Developing Strong B2B Customer Relationships Kevin Roskopf Director of Customer Relations Industries for the Blind, Inc

6. Giving Your Customer Visibility Into Their Interactions With You Janis Avila Head of Customer Experience Union Bank

7. Topic to be determined Jessica Hall Customer Experience Strategist Zappos

8. Hospital/Healthsystem Roundtable: Healthcare Literacy Doris Lopez Interim Executive Director UCSF Benioff Children’s Hospital Oakland

If you are interested in leading a roundtable during this time, please be in contact with Harvey Golub, at [email protected]

5:25 San Diego Sips Craft Beer Tasting Reception In The Innovation Hub

6:55 End Of Main Day One

4:15 Invite-Only VIP Think Tank As a CXO or head of CX at your organization, it is your responsibility to prioritize customer experience and promote a customer centric

value proposition throughout your organization. This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum

This is an invitation only session. If you wish to participate or would like to nominate yourself or a colleague, please contact: [email protected].

Monday March 27th



REGISTER NOW

Groups of 2 15% off current discounted price

Groups of 3-4 20% off current discounted price

Groups of 5+ 25% off current discounted price



Industry Specific Meet-UpsTuesday, March 28th

Industry specific meet ups are your chance to meet with your industry peers to address challenges and share solutions and lessons learned. Boardrooms will be available for B2B, Retail, Travel and Financial Services. These will take place in the innovation hub concurrently with the regularly scheduled program

11:15AM - 12:15PM Travel Meetup- The Big Debate: Making The Most Out Of Your OTA-Partner Sites

12:15 - 1:05PMFinancial Services Meetup- Taking Risks in a Risk-Averse World: Balancing Innovation with Compliance

2:00 - 2:50PMB2B Experience Meetup- The Unique Nature of Client Experience

2:50PM - 3:40PMRetail Meetup- Focusing On Loyalty and Retention To Make More Money From Your Customers



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Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset Tuesday March 28th

7:40 Continental Breakfast & Registration In The Innovation Hub

8:20 Welcome Remarks Elizabeth Robillard

Event Director Next Generation Customer Experience 2017

8:25 Chairperson’s Opening Address Matt Inman

Senior Director, CX Strategy and Design Consulting Maritz CX

8:35 Expectation Setting: Fulfilling Your Brand’s Promise Now more than ever, it’s important to align your brand story, mission and vision

with the customer experience. This session will examine the role your brand plays in driving experiences and how to connect your company’s mission and vision to the experience as well. Join this session led by Tabitha Dunn which will look at-

· Understanding the service or product you provide and how customers react to it

· Coming to terms with your brand’s promise and make sure you are living up to the expectation

· Don’t overpromise and under deliver- no need to be something your customer doesn’t need

· Not all companies are trying to provide delight with their product or service (eg. life insurance, B2B software, vacuum cleaners), what should they be trying to provide?

Tabitha Dunn CCXP, Vice President, Customer Experience Concur, An SAP Company

8:55 Making and Maintaining the Business Case for C-Suite Advocacy

Getting your organization on board with your customer experience efforts from the executive level to the grass roots level is no easy task. This session will look at what it takes to get buy-in from the top down. Learn how to be:

· Deciding the level of advocacy you need from the c-suite to hit your goals · Do you need their buy-in to influence other departments or do you need

their money to buy new technology? · Preparing specific metrics and market research to prove your case · Understanding what the goals of your business leaders are so you can

target the issues that matter most to them · Legitimize yourself as a leader for CX by having a through grasp of the

concept as currently applies to your company and what the potential could be

Justin Reilly Head of Customer Experience Innovation Verizon

9:15 FIRE-SIDE CHAT: The Power of CX Councils, Advocate Teams and Working Groups

Every organization approaches their customer experience strategy, structure and governance a bit differently. A great first step if you don’t have an overarching cx strategic department is establishing a cx council or pulling together an advocate team. These teams champion customer experience across all departments and meet together to work on strategic projects. Join this fire-side chat with Lisa Hess to learn more about-

· Who are the best people to bring together in a CX steering committee within your organization?

· What are the steps to establishing a meaningful group like this with real impact?

· How do you bringing these people from different departments together given their focus on other priorites?

· Making sure your organization understands the impact that a group like this can have, given the background that all individuals will be able to bring to the table

Lisa Hess Vice President, Marketing, Corporate Communications and Customer Engagement Lancaster General Health



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Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset Continued

9:35 PANEL REVOLUTION: Metrics Update: What’s Beyond CSAT, CES and NPS?

With tools available to measure customer satisfaction, effort, emotion and promoter score, it’s easy to become caught up and end up chasing the wrong metrics. From a KPI perspective, you might see that you are achieving high satisfaction scores based on your metric of choice, but the customer experience is not, in fact, improving

· What are you currently measuring? · Do you find that these measurements are still as useful or does it just seem

like looking at these numbers are going through the motions? · Are you using these numbers to do anything or create new strategy? · Have you heard of new measurements or are you creating any of your own?

Nathan Deeds Senior Manager, Customer Support OpenTable

Tony Drummond VP Client Experience Manheimm

Dave Smith VP of Customer Experience Comcast

Shuchi Khurana Director, Voice of Client & Customer Experience Northwestern Mutual

10:15 How Why’d Is Your Customer Experience Gap? Learn how to narrow the gap between your customers and your organization

by gaining and maintaining their perspective over yours. Understand why they engage your products and services over why you provide them. And come away with applicable knowledge to ensure your organization embraces the big picture, from the most important perspective, first.

Doug Roerden Vice President for User Experience Design Strategy Fidelity Investments

10:35 Morning Networking Break In The Innovation Hub

11:10 Next Generation Customer Experience Benchmarking Study

11:15 ROI by Design: How to Create Meaningful Value from CX CX ROI doesn’t happen by accident. Brennan Wilkie, a veteran of CX

measurement and customer listening, shares essential elements in building and proving value in CX initiatives. Wilkie, InMoment’s SVP of Customer Experience Strategy, discusses:

Mapping your value landscape · Linking initiatives to larger business objectives · Defining success · Results-oriented listening · Gaining support for action

Brennan Wilkie Senior Vice President, Customer Experience Strategy InMoment

11:35 Excavating Top Pain Points from Voice of the Customer Data

A seamless customer experience across multiple touch-points will only be possible if brands can create a single view of the individual customer. Given the amount of customer touch points, there is a staggering amount of data being collected from the customer at each one. The challenge then becomes taking this customer data and mapping out each customer’s history of interactions and preferences, thereby understanding the end-to-end customer journey and being able to meet them where they prefer to access your services.

· Aggregating all of the data you have collected from surveys, social media, complaints, etc

· Studying trends in how your customer reacts with you · Finding touch points that cause extra effort for the customer · Putting together an action plan or road map to address top issues

Jessica Pargament Director, Omnichannel Lenscrafters

Tuesday March 28th



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11:55 Reaching Past the Low Hanging Fruit: Establishing a Holistic Long Term CX Strategy Instead of Project Based One

Sometimes it seems like CX strategy involves completing project after project. Often those projects don’t even seem to be cohesive and involve different elements of your customers journey rather than all of them at once. Join this session with Maggie Lang from Kimpton Hotels to learn more about how to:

· Be looking holistically at cx instead of taking it one project at a time · Moving past your grassroots beginnings and starting to understand how

you company can be putting cx at the center of all business decisions. Maggie Lang

Senior Director, Guest Marketing Kimpton Hotels

12:15 PANEL: Say No to Silos! Centering Customer Experience By Blurring Siloed Department Lines

Customers expect the experience across all of touchpoints, both online and off, to be consistent and seamless. How can this experience be seamless if the internal departments that have control over each experience are siloed and don’t work with each other to coordinate the whole customer journey? Join this panel to here more about:

· Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer

· Build relationships with these business partners and department heads in order to understand their priorities and help them understand yours

· Instill the importance of customer experience across the organization with trainings and CX advocates

· Create common objectives and organizational goals

Jason Kolaczkowski Director of Analytics Data Analytics and Reporting Excellence Team Kaiser Permanente

Nan Bacon Brand And Consumer Engagement Manager Shawnee Mission Health

Karen Kallet Chief Digital Officer Bank of Internet

12:45 First Look: Launching lululemon’s New Guest Experience Program

Join us for this exclusive session with Alan Wizemann of Lululemon. He will be debuting their new guest experience program with us for the very first time at NGCX. Learn how it was created and what the program entails. Along with what their hopes for the program are in the next year or two.

Alan Wizemann VP of Guest Experience Lululemon Athletica

1:05 Innovation Spotlight If you are interested in presenting your solution during this highly visible

session please be in contact with Harvey Golub, at [email protected]

1:15 Lunch For All Attendees

Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset Continued Tuesday March 28th

“This event exceeded my expectations. I learned a great deal, and I thoroughly enjoyed the speakers and different types of interactions (e.g. the roundtables, the “deep-dive” application sessions in the two tracks). I am eager to share the tools I gathered at the conference

with my co-workers at my organization! Finally, the vendors were terrific too--very knowledgeable and easy to talk to. All in all, a memorable and enriching experience!”

-Nicole Stragalas, Manager, Learning and Quality Service, California Coast Credit Union



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Concurrent sessions begin.

Track A: Your CX Toolkit Track B: Embedding Employee Engagement

2:15 Chairperson’s Afternoon Remarks Chairperson’s Afternoon Remarks

2:20 Using Digital to Further Your B2B CX AgendaToday’s business buyers expect consumer-like experiences, including the ability to buy anytime, anywhere, and from any channel or device. They expect convenience, personalized offers and features, and relevant, credible content; not just price. However, this is not easy in the complex world of B2B. Join this session to learn the keys to successful modern B2B digital efforts. You will learn practical steps that will help you grow revenue, deliver compelling and differentiated omni-channel experiences, manage complexity, and empower your customers to succeed.Kristi Langdon Consultant, Special Projects Daimler Trucks North America

BMO’s Journey to Customer Centricity Through Employee EngagementJoin this session with BMO’s Kelly Harper to hear her discuss how herself and the BMO CX team have been: · Enabling employees in frontline and back office areas with tools to be focused on CX · Identifying leaders in CX across the organization and reward them for their efforts · Providing mentorship and coaching for employees to continually ensure their

commitment to your CX effortsKelly Harper Director Customer Experience Learning BMO

2:40 Help Lightning Case StudySpeaker to be named, Help Lightning

Your Frontline Hates CX: Here’s What To Do About ItPractitioners and consultants alike, many of us love our industry, and stand solidly behind the philosophy and practice of customer experience management. But how do our colleagues feel about CX? How do they perceive our efforts to manage the customer experience? What do they know about CX and how it impacts their jobs? Do our CX initiatives leave our frontline feeling empowered? Or frustrated, angry and “put upon?”What if you found out your rank and file actually hates your CX program? In many organizations, our front line team members don’t share our enthusiasm for all things CX and may actually resent our efforts as misguided, unrealistic or meddlesome. In this lively session, I am going to challenge you to think outside the CX management mindset and put yourself in the shoes of your front line team members for a few minutes. We’ll talk about ways even the best-intentioned CX efforts can rub customer-facing professionals the wrong way. Then I’ll outline steps you can take to minimize friction points along your CX improvement efforts, improve the perception your colleagues have of your program, and make CX something the frontline does, not a corporate headache inflicted upon them.Sarah Simon VoC Consulting Director Confirmit




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3:00 Customer Engagement: The New Era of B2B MarketingNo longer can marketing and sales operate in silos. Today’s B2B customers expect an experience that delivers the content they need when & where they need it. Learn how Intel is shifting towards integrating approaches across marketing & sales customer engagement to personalize B2B buyer’s journeys. Laurie Buzcek Director of Customer Engagement and Environment Intel

PANEL REVOLUTION: Mentorship, Rewards or a Bit of Both: What Sustains Employee Motivation?

How can you ensure employees are engaged, understand their role and are recognized for it? In this panel, find out how to shift employee KPI’s and metrics to be more customer-centered and continue to motivate, inspire and empower them to deliver exceptional experiences. Panelists will discuss: · What are some of the methods for incentivizing and recognizing associates? · Does one method foster a stronger sense of accountability and employee

empowerment? · Does mentorship and active weekly meetings or trainings help motivate employees? · Who provides the best mentorship and coaching? What training goes into training

the coaches?Lindsey Knowles Director of Member Services & Engagement Club WSpeaker to be named, Tacori

3:20 Good Old Change Management- Keeping Your Company Stable and Your Employees Engaged During A Period of TransitionTo build an effective and all-encompassing cx strategy, it must be adopted by all business lines and functions within your organization. Creating this kind of change across a large institution is both daunting and a long process. This change must come from the heads of departments, early adopters and leaders within your organization. Creating cultural buy-in requires an internal branding strategy and clear corporate communication tailored to the functions within your organization. Join this session to hear more about how you can work through periods of change and inspire your whole company to see the benefits of a customer centric cultureMelissa Douros Senior Manager, Digital User Experience – eBusiness Discover




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3:40 Afternoon Refreshment & Networking Break In The Innovation Hub

4:15 Champagne Roundtable Discussions (35 Minute Back to Back Tables):

Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you.

· Network with industry peers with very similar challenges, interests and responsibilities

· Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert

· Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 35 minutes

1. Thinking OmniCommerce: Being Where Your Customer Needs You To Be Karen Kallet Chief Digital Officer Bank of Internet

2. Avoiding the Creep Factor: Personalizing Experiences Without Crossing A Line Christopher Barefoot Vice President of Communications & Guest Relations Opus One Winery

3. Your Frontline Hates CX: Here’s What To Do About It Sarah Simon VoC Consulting Director Confirmit

4. ROI by Design: How to Create Meaningful Value from CX Brennan Wilkie Senior Vice President, Customer Experience Strategy & Country Manager – Canada InMoment

5. How Why’d Is Your Customer Experience Gap? Doug Roerden Vice President for User Experience Design Strategy Fidelity Investments

6. The Commoditization of Data: Why the Authentic Customer Insight is Now the Gold Standard for Decision Makers Speaker to be named, Vision Critical

7. Help Lightning Roundtable

8. Customer Intelligence—How To Migrate It, Integrate It And Leverage It Mackenzie Shaw Director, UX Research Nationwide

9. Specialization: Formatting Certain Physical Stores to Certain Areas

If you are interested in leading a roundtable during this time, please be in contact with Harvey Golub, at [email protected]

5:15 Pacific Poolside Party

6:15 End Of Main Day Two




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Brace Yourself, Even MORE Disruption is Coming: Meeting the Needs of Your Customer in 2025 Wednesday March 29th

8:20 Continental Breakfast In The Innovation Hub

8:55 Welcome Remarks Elizabeth Robillard

Event Director Next Generation Customer Experience 2017

9:00 Chairperson’s Opening Address If you are interested in serving as chair for this day, please be in contact with

Harvey Golub, at [email protected]

9:10 Creating a Service Excellence Culture Known for its remarkable culture of service, the Ritz Carlton is constantly

looked at as an example of best experience practices. Join Valori Borland during this session as she imparts to the audience some tips and tricks to reaching service excellence. Valori will be discussing: · Differentiating your company from the competition by consistently offering

service excellence · Developing a customer-centric culture within your organization to drive

brand loyalty · Improving your employee engagement through service values and

empowerment to reduce turnover Valori Borland

Corporate Director, Cultural Transformation Ritz Carlton Leadership Center

9:30 Bridging UX Research and Data Analytics to Drive Design Alex Wright

Director of Research Etsy

9:50 Lean, Agile, Flexible: How Your Legacy Brand Can Apply Startup Principles

It’s not always easy for large and established companies to move quickly, despite the threats from newer and more agile startup brands. But, if legacy brands can’t learn how to keep up with the times, they will be left behind. Join Chris Connors from Vistaprint as he walks the audience through the following points: · How are companies applying lean start up best practices to their product

ideation? · Looking at the ways that legacy brands are by-passing one to two year

product development cycles for shorter prototyping sprints · How institutions can be using innovation labs to bring customer insight into

these agile product development cycles · Potential drawbacks and challenges that present themselves when larger

unwieldy companies try to operate this way Chris Connors

SVP of Technology Vistaprint

10:10 Cultivating A Customer-Centric Culture Through Hiring and Training The Right People

Creating a customer centric culture begins with finding the right employees to represent your brand. How you find this talent and onboard them to provide the best possible experience is key to their success and in turn, your company’s success with cx initiatives. Join this session to learn more about how T.S. Balaji and the Cox team are cultivating a customer centric culture the moment a new employee walks through the door. He will be discussing · Putting together an ideal candidate profile based on your customer

experience goals and brand story · Ensuring a smooth onboard of new hires with proper training that instills

your commitment to the customer · Reevaluating current culture internally and identify ways to teach and train

customer experience not just on the frontlines but also in the back office T.S. Balaji

Executive Director - Digital Experience Cox Communications



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10:30 LIVE POLLING TOWN HALL: Quantifying Happiness: Metrics for Measuring Human Emotions

Are happiness, sadness, anger and their fellow emotions the next generation customer experience metrics we should be measuring?

These emotions have a lot to do with

· How can you map the emotional connections that a customer has with your brand?

· What are the benefits to capturing and measuring emotion versus more traditional metrics and feedback?

· What are the challenges and how can you overcome them? Led by your Day Three Chairperson

10:50 INNOVATION SPOTLIGHT If you are interested in presenting your solution during this highly visible

session please be in contact with Harvey Golub, at [email protected]

11:00 Morning Refreshment & Networking Break In The Innovation Hub

11:30 Creating Raving Fans- Community Building Lessons Learned From Cult Brands

There are those brands that just seem to attract raving fans, that immediately have advocates and seem a bit cult-ish. What can be learned from these companies who seem to have created their own culture and following?

· How do cult brands differentiate from the other brands that sell the same product?

· How do these brands use experiential marketing to promote a lifestyle · How do these brands seem to be exactly where their customer needs them

to be? · How do they create such a sense of community? Is it surprise and delight

or simply luck? Steve Piehl

Principal, Authentic CX, former director of customer experience Harley Davidson

11:50 The Skillset Needed For the Next Generation of Customer Experience Practitioners

As the discipline of CX matures and the c-suite continues to realize the importance of measuring and acting on customer experience strategies, the skillset needed by cx practitioners needs to mature along with it. Hard skills along with soft skills will be needed. Join this session led by Ann Marie Cilley to hear more about what cx teams should be looking for when hiring for their strategic functions, skills like:

· Working with internal business partners to execute CX strategies · Working quickly and agilely to get new strategies to market · Understanding your customer at the deepest level · Working hard to effect change within the company that will bring the

customer into the center of everything you do. Ann Marie Cilley

Director, New Ventures Experience Design Goodyear

12:10 NGCX TOP CHALLENGES WRAP UP ROUNDTABLES- What Will You Take Back to the Office With You

Using the top challenges submitted by your peers during our day one morning ice breaker, these free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss. You will have a chance to participate in two separate 30 minute discussions and tackle two challenges you face in your role head on.

Elizabeth Robillard Event Director Next Generation Customer Experience 2017

1:10 Lunch for All Attendees

Brace Yourself, Even MORE Disruption is Coming: Meeting the Needs of Your Customer in 2025 Continued Wednesday March 29th



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Choose One

2:00- 6:30 NextGen 2017 Golf Scramble*

Named by Golf Digest and Golf Magazine as one of the best resort golf courses in America, the Aviara Golf Club overlooks the Batiquitos Lagoon nature preserve in beautiful Carlsbad, California. *Limited to 20 spots, and pending group interest.

Next Gen 2017 San Diego Winery Tour*On this fabulous 3.5 hr guided walking tour, visit two tantalizingly tasty tour stops in the beautiful village of La Jolla. You will be delighted as you taste fine wines and savor delicious, gourmet food. Your expert local guide will educate you in the fine art of wine tasting and food pairing. You will even be treated with scrumptious wine paired with chocolate! Enjoy a leisurely walk of about 1.5 miles near the ocean, while being entertained with the history and culture of quaint La Jolla by-the-sea. Join us as we partake in tasting at the very best restaurants and wine bars in La Jolla. *Limited to 30 spots, and pending group interest.

6:30 End of Next Generation Customer Experience 2017! See you next year!

Choose Your Off-Site Experience Wednesday March 29th



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From atop a high ridge on the shore of Batiquitos Lagoon, a beautiful wildlife sanctuary overlooking the Pacific Ocean, Park Hyatt Aviara is a Forbes Five-Star and AAA Five Diamond resort near San Diego, California that’s far from ordinary.

EXPLORE THE FUTURE OF CX AT THE PARK HYATT AVIARA RESORT.

Our Venue



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Sponsors

Clutch delivers marketing technology and strategy that helps marketers of leading customer-centric brands identify, understand and motivate their Most Valuable Customers (MVCs). Its advanced customer marketing platform has been engineered specifically for marketing’s need to strategically engage and motivate existing customers and can serve as an end-to-end customer marketing solution or as modular components to an existing marketing technology stack. Clutch’s technology centralizes and synthesizes disparate customer data generated across in-store POS networks, ecommerce platforms, social accounts, email lists and mobile apps. Once synthesized, the platform analyzes the brand’s data in real-time to develop sophisticated customer segments and profiles for enhanced customer understanding. This analysis is then used to strategically create personalized, automated marketing designed to engage and motivate customers across online, in-store, mobile, social, email, SMS and direct mail channels.

As the pioneer in making prescriptive analytics fast and easy to use, California-based Compellon delivers the most actionable intelligence available, enlightening users about not only what will happen, but why. The Compellon20|20 Platform uses a breakthrough approach to artificial intelligence that enables organizations to harness predictive insights in data to get clear and simple answers in seconds or minutes, whenever needed, regardless of analytical skill. Automatically generated models power actionable prescriptive outputs that explain exactly where to focus and precisely what to do in order to reach the desired outcome. These insights guide strategic actions, such as the best scenario to pursue or segment to address, as well as ongoing tactical and personalized actions, such as what individuals to target and with what offer.

Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Confirmit enables organizations to develop and implement Voice of the Customer, Employee

Engagement and Market Research programs that deliver insight and drive business change. Confirmitís clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys. With a focus on driving improvement, the company provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by developing the COPC® Family of Standards and helping call centers increase their performance. Today the company works with hundreds of leading brands worldwide to optimize key customer touch points and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.

Help Lightning develops and delivers superior mobile communication, collaboration and cognition through merged reality and virtual interactive presence for users needing help solving problems currently across 50 countries. Our patented technology accelerates and simplifies the way knowledge is exchanged, information is learned and problems are solved. Mobile merged reality and virtual interaction allows digital merging of two real-time views blending local and remote collaborative video streams.

Technical, healthcare, manufacturing, and service experts can show a resolution, not just describe it, even thousands of miles away. Help Lightning is changing the way industry exchanges expert knowledge and dramatically improves customer relationships and experiences. Using current mobile devices (iOS, Android), experts can now visually collaborate, assist with issues, and resolve problems as though they were working side-by-side with a colleague or customer. Use Help Lightning to give or receive interactive help anywhere, instantly.

Learn more at helplightning.com.



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Sponsors

As a pioneer in customer experience analytics, continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee’s superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are and brand objectives. The result is better business for companies and a better experience for consumers. Visit us at www.ForeSee.com for customer experience solutions and original research.

FUEL CYCLE gives brands exactly what they need to know about their customers and other stakeholders in real-time, with 360-degrees of knowledge. With the voice of the customer at their ?nger tips, our customers are empowered to make decisions that increase both revenue and long-term customer loyalty.

IBM Know your customers better than they know themselves. IBM Customer Analytics enables you to go beyond what’s possible with traditional analytics so you can know your customers, their needs and their journeys more intimately and comprehensively then ever before. See the full customer journey, as it unfolds, in the moment and across channels.

InMoment is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions and create more meaningful relationships with their customers. Through its Experience Hubô, InMoment provides voice of customer (VoC), social reviews & advocacy, and employee engagement solutions, as well as strategic guidance, support, and services to nearly 400 brands in 95 countries.

MaritzCX™ believes organizations should be able to see, sense and act on the experiences and desires of every customer, at every touch point, as it happens. The company helps organizations increase customer retention, conversion and

lifetime value by embedding customer experience intelligence and action systems into the DNA of business operations. Ultimately, we want to be your preferred customer experience outcomes partner. The company specializes in solutions for key industries, including automotive, financial services, technology, B2B, healthcare, retail, and many more. MaritzCX is the combination of the Allegiance award-winning CX platform and Maritz Research strategic consulting services. www.maritzcx.com

OpinionLab is a high-growth SaaS provider of continuous Voice of Customer listening solutions that drive smarter, real-time business action to deliver a high quality and consistent Customer Experience. The world’s largest brands, including: 4 of the top 5 U.S. retailers; 8 of the 10 largest American banks; the 5 largest U.S. insurance companies; and 3 of the top 4 U.S. airlines use OpinionLab to optimize Customer Experience and drive engagement across channels. For more information, visit opinionlab.com

Vision Critical provides a cloud-based customer intelligence platform that allows companies to build engaged, secure communities of customers they can engage with continuously, across the enterprise, for ongoing, real-time feedback and insight. For todayís always-on, social and mobile savvy customer, Vision Criticalís technology helps large, customer-centric enterprises discover what their customers want, to deliver what they need.

Vision Critical’s customer intelligence platform replaces static data and cumbersome reports with real-time actionable customer intelligence for companies to build better products, deliver better services and achieve better business outcomes

Learn why hundreds of high-performance organizations use Vision Criticalís technology at www.visioncritical.com



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Media Partners

Innovative Retail Technologies (formerly Integrated Solutions for Retailers) - a free monthly magazine helping retail executives make informed decisions about technology and operations solutions for all of their sales channels. The magazine provides insight on how retailers can achieve critical business objectives by integrating leading-edge solutions across the retail enterprise.

Total Retail is the go-to source for marketing, e-commerce,

operations and management executives looking for the latest news and analysis on the omnichannel retail industry. A quarterly print issue, daily e-newsletter (Total Retail Report), daily-updated website, and virtual and in-person events offer brick-and-mortar retailers, e-tailers, catalogers, brand manufacturers and retail industry consultants the information they need to do their jobs more effectively.

Target Marketing helps professionals navigate multichannel

direct marketing with innovative tactics, techniques and solutions. No matter what challenges you face, our thought leaders can offer diverse opinions about what tactics are successful and the best practices to implement them in order to survive and thrive in this ever-evolving world.

EMARKETING + COMMERCE (EM+C) is the one-stop shop

where you can find the information you need to reach more people and serve them better, to market more effectively, and to increase revenue — all online. The eM+C staff is backed by an Editorial Advisory Board that represents the freshest thinkers in the arena of e-marketing and commerce, keeping us focused and ahead of the curve.

RETAILWIRE is the retail industry’s premier online discussion

forum. RetailWire goes beyond conventional headline news reporting. Each business morning, RetailWire editors pick news topics worthy of commentary by its “BrainTrust” panel of industry experts, and the general RetailWire membership. The results are virtual round tables of industry opinion and advice covering key dynamics and issues affecting the retailing industry. RetailWire membership is free to all qualified retail industry professionals. Over two-thirds of members are in top executive or senior management positions, representing a broad cross section of retail channels and the companies that supply them. RetailWire is

supported via sponsorships by leading retail suppliers and service organizations. - See more at: http://etaileast2016.wbresearch.com/mediapartner#sthash.PCyeQYSK.dpuf

Founded in April 2011 and led by experts in the field, the Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management best practices. It provides customer experience management professionals with educational and networking opportunities to help them succeed, and it facilitates industry-wide advancement of the customer experience management discipline. CXPA members are companies and individuals who develop, manage, optimize, and envision how organizations interact with their customers. The CXPA community includes practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry. For more information, visit www.cxpa.org.

CMSWIRE is a popular web magazine published by Simpler Media

Group, Inc. Founded in 2003 it publishes daily news, analysis, interviews and best practices focused on Customer Experience Management, Digital Marketing, Social Business and Enterprise Information Management.

Quirk’s looks like a magazine and reads like a magazine. But

it is much more than just a magazine. It is a place where the best, brightest and boldest in marketing research -- clients and agencies alike -- can exchange their best thinking. It is a platform that is intelligent, inquisitive and innovative. Everything we cover is designed to promote the use, value and understanding of marketing research and lead you to innovative insights. Quirk’s is written for -- and read by – a global community of leaders in corporate marketing research departments and agencies. Each edition features original articles on research techniques, case studies, news, survey findings, global listings for conferences and up-to-date directories of market research product and service companies. But, the magazine is just the beginning. Quirk’s also produces webinars, events, e-newsletters, iPad, Android and Kindle Fire apps, a Linkedin Group and the most visited and most comprehensive industry Web site. Get your own free access at: www.quirks.com.



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Speaking, Sponsorship & Exhibiting Opportunities

Speaking, Sponsorship & Exhibiting opportunities sell out fast! Contact us today to reserve your place at Next Generation Customer Experience!

Meet your rep and become a NGCX Sponsor…Hi! I’m Harvey.

Put simply, sponsoring NGCX puts your brand in the spotlight. There are 200+ CX executives waiting to meet a company like yours. It’s like a big party, and you’re bringing the drinks!

Need more info? Let’s talk! Contact me, and I’ll be in touch within 24 hours!

Harvey Golub Sponsorship Director Phone: 646-200-7527

What will you get out of sponsoring?• Get Noticed. Let’s get creative! Speak at a session

and address a sea of prospects. Host a cocktail reception or bowling party! There are tons of ways to be remembered.

• Meet people worth meeting. The NGCX audience is one you won’t meet anywhere else. The best companies, the most relevant titles... Your sales team

will thank you after the show.

• Talk business. Close deals. You’ll find success in our networking events. Whether during a theme night, bowling, wine tasting, or the many breaks, there’s tons of occasions to meet retailers and close business, faster.

NGCX is different. You decide if we’re better.• Targeting made simple. You’ll know exactly who to

talk to when you get here. We survey attendees to find out where they’re investing, and then we send the findings to you. That’s information you can’t get anywhere else.

• It feels like vacation. To us, you’re VIP, and you should be treated like it. That’s why NGCX is held at a

luxury resort, and not a convention center. We’re not all business, all the time.

• Share in the excitement. We don’t prohibit vendors from using the app like other shows – so message, selfie, and comment to your heart’s content! Be a part of the whole experience, and stay connected long after NGCX is done



http://bit.ly/2g6fHBU

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Pricing & Discounts

Discounted Rates for Customer Experience Professionals*

Rates for Solution Providers / Others

Group Discounts for Customer Experience Professionals

Groups of 2 15% off current discounted price

Groups of 3-4 20% off current discounted price

Groups of 5+ 25% off current discounted price

Full Access Pass

$2,399

Three Day Conference Pass

Mix and mingle with the best and brightest in the industry

Exclusive Sessions for Customer Experience Professionals

Includes all meals and refreshments during conference

Register Now

Full Access Pass

$3,499

Three Day Conference Pass

Mix and mingle with the best and brightest in the industry

Access to executives looking to buy your solutions!

Includes all meals and refreshments during conference

Register Now

If your company is speaking at NGCX, take additional 20% off with

code CXSPEAKER

Accommodation: Accommodation is not included in the above price packages. We have secured a special discount rate at the Park Hyatt Aviara Resort for our attendees. Once registered, you will receive your hotel discount code from our customer service department.

Speaker company discounts cannot be used in conjunction with group discounts

A 6.35% sales tax will be added for Connecticut Residents.

Solution Providers & Others Include: Any service provider to retail organizations - Including software vendors, internet developers, technology vendors, solution providers, third party logistics providers, consultants or companies with primary revenues resulting from commissions, subscriptions and/or advertising. Worldwide Business Research reserves the right to enforce the rate for solution providers.

Cancellation Policy: Any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another WBR conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by WBR for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference.

Our Customer Service team is available Monday-Thursday 9am - 5:30pm and Friday 9am – 3:30pm.

To qualify for the discounted rate, you must currently work in a Customer Experience role. If you work for a company that provides a solution or service to Customer Experience professionals, you do not qualify for this rate.





Documents

March 27th - March 29th 2017 / Park Hyatt Aviara ... · The Event for CX Innovators Lead Sponsors: In Partnership With. 2 March 27th-March 29th 2017 Park Hyatt Aviara, Carlsbad, CA