Next Generation Customer Experience

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The leading Customer Experience Conference will take place in Los Angeles on May 23-25.

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Register by March 31, 2011 and receive $200 off**customer experience executives only

2011 Speaking Companies

Profit From Groundbreaking Customer Experience StrategiesMay 23-25, 2011 | Hyatt Regency Century Plaza Los Angeles, California www.the-customer.com

Cross-Industry Customer Experience Insight From:Jay Topper SVP, Customer Success Rosetta Stone Vicky Stennes VP, Inflight Experience JetBlue Devin C. Carty Chief Experience Officer & Chief Learning Officer Vanguard Health Janet Hopkins VP, Customer Experience REI Andrew Koven President, e-Commerce and Customer Experience Steve Madden Jasmine Green Vice President, Chief Customer Advocate Nationwide Mutual Insurance Company

Revitalize Your Customer Experience ApproachInstill customer-centric core values to set the stage for customer experience excellence Tap into structured and unstructured customer feedback to uncover experience gaps Engage with your customers on social media to respond to experience delights and disappointments Optimize the mobile brand experience and connect it to existing channels Invest in innovative customer experiences that will boost long term profitability

Lead Sponsor:

In Partnership With:

Organized by:

Join Us

Register Call: 1.888.482.6012 or 1.646.200.7530 Web: www.the-customer.com Today: Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com

Who Should Attend?Senior level executives with responsibility for the customer experience across any and all consumer touch points:

Profit From Groundbreaking Customer Experience StrategiesMay 23-25, 2011 | Hyatt Regency Century Plaza Los Angeles, California www.the-customer.com

Chief Customer Officer Chief Store Officer Chief Experience Officer Chief Marketing Officer

EVP, SVPs, VPS, Directors and Managers of:

Customer Experience Customer Engagement Customer Strategy Customer Relationship Management Customer Loyalty Consumer Insights Customer Care In-Store Experience In-Store Operations Retail Operations E-Commerce Online Digital and In-store Marketing Channel Marketing Global Marketing

Dear Colleague, With the continued commoditization of goods and services, smart companies differentiate by providing value beyond their products. This value lies in an innovative cross-channel experience that surprises and delights todays empowered consumer. This May, The Next Generation Customer Experience Event will provide you with the tools you need to boost revenue and drive customer loyalty in 2011 and beyond. Network and share ideas with customer experience leaders and find out how to:

Create a comprehensive company wide customer experience strategy Instill customer-centric core values and create an engaged employee culture Align company priorities and metrics around the customer experience Tap into customer feedback and interpret VoC data to identify critical experience gaps Optimize the mobile and social media brand experience and connect it to existing channels

In just 3 days participate in CCO interviews, roundtable discussions, interactive workshops, real world case studies and provocative panel discussions all thoughtfully designed based on months of research with the content advisory board and customer experience executives across all industries. We encourage you to browse through the brochure to see how you can profit from strategic customer experience design. Dont be left behind your competitors. Secure your spot today at the customer experience event of the year. We look forward to meeting you in LA!

JOIN THE CONVERSATION

Don McNichol Vice President, Online Tourneau Maura Sullivan Senior Manager, Customer Loyalty Team Zappos CLT, Inc. Janice Brown Manager, Channel Strategy and Orchestration FedEx

Kristin Paulick Program Director WBR Debra Haym Divisional Director WBR

Are you on Facebook, Twitter or LinkedIn? Next Generation Customer Experience is! Follow us: @customer_event Join us: visit www.the-customer.com to join the LinkedIn and Facebook Groups

Sign up for blog updates:www.theetailblog.com/ customer-experience/

2 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com

The 2011 Speaking FacultyConference Chair: Curtis N. Bingham Founder and Executive Director Chief Customer Officer Council Edward Jankowski Senior Vice President and General Manager Godiva Chocolatier, Inc. Andrew Koven President, e-Commerce and Customer Experience Steve Madden Devin C. Carty Chief Experience Officer & Chief Learning Officer Vanguard Health Jay Topper SVP, Customer Success Rosetta Stone Barbara Cerf Corporate Vice President New York Life Janet Hopkins VP Customer Experience REI Vicky Stennes VP, Inflight Experience JetBlue Zack Rosen CEO Mission Bicycle Company Jasmine Green Vice President, Chief Customer Advocate Nationwide Mutual Insurance Company Pinny Gniwisch Chief Motivational Officer ice.com Maura Sullivan Senior Manager, Customer Loyalty Tea Zappos CLT, Inc. Julie Boston Manager, Channel Experience and Infrastructure Pier 1 Imports Kelly Harper, Director, Brand and Customer Experience BMO Financial Janice Brown Manager, Channel Strategy and Orchestration FedEx Candy Clay Director, Customer Care CVS Caremark Bonny Simmi Director of Customer Experience JetBlue Jeff L. Anglin Director of Customer Experience Medtronic Diabetes Tabitha Dunn Director, Consumer Insights Citrix Online Kimberly Dunwoody Director, Global Customer Experience Design Strategy Western Union Kelly N. Cook Vice President, Customer Strategy and Engagement DSW Chris Brya Director, Mobile and Emerging Channels and Development Choice Hotels Jim Knight Senior Director, Training and Development Hard Rock International Mike Bray VP, Customer Management Sprint Helen Burt SVP and Chief Customer Officer Pacific Gas & Electric Larry Freed President and CEO Foresee Results Michael Sachs General Manager, CRM and Owner Loyalty Volkswagen of America Rudy Vidal Former Chief Customer Officer InContact Steve Cohn CSP, Customer Experience Expert People to People Learning, Inc Lawrel Demmert Regional Human Resources Director The Home Depot

A Special Thank You To The 2011 Advisory BoardDevin Carty Chief Experience Officer & Chief Learning Officer Vanguard Health Maura Sullivan Senior Manager, Customer Loyalty Team Zappos CLT, Inc. Janice Brown Manager, Channel Strategy and Orchestration FedEx Don McNichol Vice President, Online Tourneau

Conference Day One8:30 9:00

Monday, May 23, 2011Luncheon Workshop B continued Its Not Rocket Service: Strategies For Managing, Meeting And Exceeding Customer Expectations Steve CohnCSP, Customer Experience Expert People to People Learning, Inc

Breakfast And Workshop Registration Workshop A (Refreshments Included) Tactics For Optimizing The Mobile Experience Networking And Refreshment Break Workshop B (Refreshments Included) Its Not Rocket Service: Strategies For Managing, Meeting And Exceeding Customer ExpectationsDesigning and delivering outstanding customer experience requires not only feedback from experiences customers have already had but also to anticipate what those customers expectations are before the experience. But most companies do not have a process for collecting and understanding their customers expectations and communicating those expectations to their people. In this hands-on, high-energy workshop, participants will: Determine the customer expectations they already know and which expectations they dont at each touch point Create a strategy for gathering customer expectations from their key customers which will drive strategies for serving them and others See expectations through their customers eyes. Walk away with at least one usable action item for exceeding customer expectations

12:30 1:30

11:00 11:30

2:30 3:00

Networking And Refreshment Break Workshop C (Refreshments Included) Chief Customer Officer 101Curtis N. Bingham Founder and Executive Director Chief Customer Officer Council

5:00

Workshop Day Concludes

Steve CohnCSP, Customer Experience Expert People to People Learning, Inc Lead Sponsor:

3

Conference Day Two7:15 8:10

Tuesday, May 24, 2011clicks and page views are too many or too few? How much does social media buzz impacts your bottom line? Whats the tolerance threshold for a call center call? Or the right amount of helpfulness for sales associates? Behavioral analytics are missing the contextual customer perspective that can yield insight to grow your business. Learn how to apply science and art to quantify intangible qualitative factors that influence and predict cross-channel customer behavior, not just report it. This session will show you: A scientific approach to attitudinal analytics that complements behavioral metrics and provides a more well-rounded, accurate gauge of the cross-channel customer experience The difference between feedback and measurement analytics and why this difference is so important How to deploy a consistent measurement framework across multiple channels to keep the pulse of customer relationships on a continuous basis Larry Freed President and CEO Foresee Results

Networking Breakfast And Registration Welcome RemarksKristin Paulick Program Director WBR

8:15

Conference Chairs Opening AddressCurtis N. Bingham Founder and Executive Director Chief Customer Officer Council

8:30

Keynote: Why Now? Why It Is More Important Then Ever To Deliver Groundbreaking Customer ExperiencesOver the past two to three years, the US economy has significantly impacted many companies ability to provide excellent customer service. Resources were slashed and price wars often ensuedthe focus on the customer experience dwindled. Now, with the economy rebounding, all industries are recognizing that to meet the needs of todays discerning and tech savvy consumer, they must invest in strategic and groundbreaking customer experiences across all consumer touch points. Learn why the customer experience is the key to differentiating your brand and attracting a loyal customer base in 2011 and beyond. Andrew Koven President, e-Commerce and Customer Experience Steve Madden

10:15 Keynote Interview: The Case For Creating A

Separate Customer Experience DepartmentWith the continued commoditization of goods and services, many organizations are using customer experience as a way to differentiate their brand and drive customer loyalty. With this increased focus, there is a need for a separate functional group that acts on behalf of the customer. Learn why one company established a customer experience department and put in place a VP of Customer Experience as well as the results of this effort. How to establish a customer experience function and develop an internal reporting structure Gain visibility into all customer touch points and gather customer feedback across all touch points Empower the customer experience team to affect change and dictate new processes Maintain efficiency while still enhancing internal communications with your customer experience team Prioritize customer experience projects in order of highest sustaining value and sustaining profits Led By: Curtis N. Bingham Founder and Executive Director Chief Customer Officer Council Featuring: Jasmine Green Vice President, Chief Customer Advocate Nationwide Mutual Insurance Company Helen Burt SVP and Chief Customer Officer Pacific Gas & Electric Rudy Vidal Former Chief Customer Officer InContact 11:00 Networking And Refreshment Break

9:00

Keynote: Create And Sustain An Engaged Employee Culture That Sets The Stage For An Emotionally Engaging Customer ExperienceTo create winning customer experiences, customer-centricity must permeate all aspects of an organization. Every function as well as every corporate operation and decision should align with the customer. Customer-centric core values must be believed and followed by everyone within the organization. Find out how to: Create and sustain an engaged employee culture that will drive an emotionally engaging customer experience Drive a great customer experience by focusing on people and empowering them to do whats right Develop and instill customer-centric core values with all employees to reinforce every customer experience initiative Leverage employee engagement to maximize customer loyalty Communicate a customer-centric value proposition to all employees that demonstrates a customer view Align the company objectives and initiatives around creating an ideal customer experience Devin C. Carty Chief Experience Officer & Chief Learning Officer Vanguard Health Systems

9:45

Metrics To Understand The Cross-Channel CustomerCompanies that are committed to providing a superior customer experience face a common problem how to evaluate and benchmark performance across multiple touchpoints with consistent, insightful and actionable metrics that encompass the customers perspective? How many website

4 Call: 1.888.482.6012 or 1.646.200.7530 Fax: 1.646.200.7535 Email: CustomerExperience@wbresearch.com Visit: www.the-customer.com

Day Two Continued 11:30

Invite-Only VP Think TankAs a CEO or customer experience executive, it is your responsibility to prioritize customer experience initiatives and promote a customer-centric value proposition throughout your organization. BUT YOURE NOT ALONE! Join your VP level peers at the Next Generation Customer Experience VP Think Tank. Gain honest feedback, debate strategic ideas and share high level insights in a private, moderated forum for 75 minutes. Take advantage of this rare opportunity to learn how your counterparts are creating innovative experiences across all consumer touch points. This is an invitation only session. If you wish to participate or would like to nominate your VP-level customer experience colleague, please contact Kristin Paulick, Program Director at kristin.paulick@wbresearch.com. Strategic Thought Leaders: Janet Hopkins VP, Customer Experience REI Jasmine Green Vice President, Chief Customer Advocate Nationwide Mutual Insurance Company Helen Burt SVP and Chief Customer Officer Pacific Gas & Electric

join in:

OR

Interactive Roundtable DiscussionsAfter a busy morning of active listening, keynotes and networking, take control of your own event experience. Dont be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you. After 40 minutes, when the bell rings, move on to your second table for a repeat performance with a fresh topic! In the last 10-15 minutes, each roundtable facilitator will share the 3 take-aways from each discussion. Benefits: 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 Dont miss out on any discussions or learnings by staying for the r...

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