The 13th Annual Customer Experience Conference

Unite Your Organization to Simplify Your Customer’s Experience
MAY 04 - 05, 2017 | NEW YORK MARRIOTT DOWNTOWN | NEW YORK, NY

May 04 - 05, 2017

The Conference Board US Council network brings together nearly 3,000 senior executives across more than twenty functional areas from the world’s most prestigious companies. Paramount among their shared goals is to continually better serve their customers. This esteemed group of executives know they are best positioned to accomplish that very goal when they place their customers’ desires and aspirations, wants and needs, actions and reactions at the center of everything they and their workforce do – and that they achieve their greatest success when they break down the silos within their own organizations.

The 13th Annual Customer Experience Conference draws directly from the challenges and learnings of our members and other thought leaders to help your company bridge the gaps between you and your customers. We are developing a program that will include insightful presentations and thoughtful dialogue around these crucial issues:

CX and Organizational Effectiveness

  • Developing your organization’s CX economic value story – not everything has ROI but being able to build a business case matters
  • Identifying organizational changes needed to put customers at the heart of everything your company does – and drive those changes
  • Establishing governance models to ensure accountability, collaboration and information sharing across the organization for all parts of the customer journey
  • Moving from decentralized to a centralized CX function—and managing the transition
  • Linking issue resolution to drive and improve the overall customer experience

Employee Engagement

  • Propelling CX innovation at grass roots levels – in the field with innovation toolkits
  • Introducing an array of Coaching Practices to help you develop customer-centric teams and leaders
  • Learning how “In the moment coaching” can be used in call centers and with all front line employees – and what it takes to develop a “coaching culture”
  • Create an engaged workforce where employees lead themselves in delivering the ultimate experience

Customer Feedback and Data for Results

  • Getting the most from your feedback mechanisms—the art and science of acquiring worthwhile feedback on smartphones, responding to the pressure to conduct shorter surveys, asking the right behavioral questions and getting at the nuance of how customers “feel” about their experience
  • Shifting your colleague’s mindset to think about systems and processes across the organization as data collection venues with an eye toward having a 360 degree view of the customer at every touch point

Customer Journey Power

  • Identifying the moments that matter during your customer’s journey to drive increased engagement, purchase behavior, and customer satisfaction
  • Understanding what leads to successful customer interactions for your customer – and for your business
  • Using design thinking to differentiate your organization from your competitors

Digital and Social Success

  • Leveraging CX as a catalyst for digital transformation
  • Employing social object design to drive collaboration, creativity, and innovation
  • Finding the right content for every stage of the life cycle – and how you can source that content effectively and efficiently

Generational and Cultural Nuance

  • Making sense of differing customer expectations and perceptions of similar experiences across generations and cultures—and understanding the critical role trust plays for all your users

GET INVOLVED!
For sponsorship opportunities, contact Michael.Felden@conferenceboard.org
For marketing partnership opportunities, contact Melissa.Mianulli@conferenceboard.org 


Who Should Attend?

The Customer Experience Conference is designed exclusively for those responsible for leading customer experience and satisfaction at leading companies. Titles have historically included:

  • Chief Experience Officer
  • Chief Marketing Officer
  • Chief Customer Officer
  • Heads, VPs, Directors and Managers of:
    • Customer Experience/CX Strategy
    • Customer Care
    • Marketing
    • Digital Experience
    • Organizational Design/Effectiveness
    • Client Management
    • Brand/Customer Loyalty
    • Communications/Social Media
    • Consumer Intelligence
    • Culture
    • Customer Analytics and Insights
    • Call and Contact Centers

 



CPE logo

Earn up to 10 CPE credits
Comms/Marketing
Requirements : Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

LOCATION
Please note: Fees below do not include hotel accommodations. Discounts cannot be combined.
ASSOCIATE SPONSORS
VHT - Customer Experience 2017 - Associate Sponsor
Lithium (via EI Global Advisory) - Customer Experi
MARKETING PARTNER
CRMXchange partner 2017
Quirks 2017 Partnership
CMS Wire 2017 Partnership
CrowdReviews 2017 Partnership
CXMag Partnership
Biznology 2017
Customer Care Mgmt Group Partnership
AGENDA
MAY 04 - 05, 2017
NEW YORK MARRIOTT DOWNTOWN

May 03, 2017

Have you ever delivered a product or service and realized that you completely missed the mark with your customers? Have you vowed to get more customer input before rolling out a new feature or process, but just can't seem to find the time?

You can leverage the power of design thinking to save your team days or even weeks delivering a suboptimal end-user experience. In this 3-hour hands-on workshop, you'll learn lightweight techniques that will enable you to increase the delight factor in any offering, technology, or process faster than you thought.

Topics and methods will include:

• Brainstorming best practices for generating a high volume of innovative ideas quickly
• Criteria-based techniques for narrowing and aligning on the highest-potential ideas
• Fast, low-fidelity ways to prototype the most critical part of your idea
• Informal approaches to research that yield quality customer feedback early and often

Delegates will have the opportunity to apply these methods to a real design problem and gain first-hand experience in their application and benefits. In addition, we'll send you home with some simple tools that will help you and your team start thinking like designers tomorrow!

Anne Riley, Director, Experience Design, Intuit
Katie Buettner, Principal Experience Design Researcher, Intuit


 

CPE logo

Earn up to 3.5 CPE credits
Comms/Marketing
Requirements : Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

May 04 - 05, 2017

The Conference Board US Council network brings together nearly 3,000 senior executives across more than twenty functional areas from the world’s most prestigious companies. Paramount among their shared goals is to continually better serve their customers. This esteemed group of executives know they are best positioned to accomplish that very goal when they place their customers’ desires and aspirations, wants and needs, actions and reactions at the center of everything they and their workforce do – and that they achieve their greatest success when they break down the silos within their own organizations.

The 13th Annual Customer Experience Conference draws directly from the challenges and learnings of our members and other thought leaders to help your company bridge the gaps between you and your customers. We are developing a program that will include insightful presentations and thoughtful dialogue around these crucial issues:

CX and Organizational Effectiveness

  • Developing your organization’s CX economic value story – not everything has ROI but being able to build a business case matters
  • Identifying organizational changes needed to put customers at the heart of everything your company does – and drive those changes
  • Establishing governance models to ensure accountability, collaboration and information sharing across the organization for all parts of the customer journey
  • Moving from decentralized to a centralized CX function—and managing the transition
  • Linking issue resolution to drive and improve the overall customer experience

Employee Engagement

  • Propelling CX innovation at grass roots levels – in the field with innovation toolkits
  • Introducing an array of Coaching Practices to help you develop customer-centric teams and leaders
  • Learning how “In the moment coaching” can be used in call centers and with all front line employees – and what it takes to develop a “coaching culture”
  • Create an engaged workforce where employees lead themselves in delivering the ultimate experience

Customer Feedback and Data for Results

  • Getting the most from your feedback mechanisms—the art and science of acquiring worthwhile feedback on smartphones, responding to the pressure to conduct shorter surveys, asking the right behavioral questions and getting at the nuance of how customers “feel” about their experience
  • Shifting your colleague’s mindset to think about systems and processes across the organization as data collection venues with an eye toward having a 360 degree view of the customer at every touch point

Customer Journey Power

  • Identifying the moments that matter during your customer’s journey to drive increased engagement, purchase behavior, and customer satisfaction
  • Understanding what leads to successful customer interactions for your customer – and for your business
  • Using design thinking to differentiate your organization from your competitors

Digital and Social Success

  • Leveraging CX as a catalyst for digital transformation
  • Employing social object design to drive collaboration, creativity, and innovation
  • Finding the right content for every stage of the life cycle – and how you can source that content effectively and efficiently

Generational and Cultural Nuance

  • Making sense of differing customer expectations and perceptions of similar experiences across generations and cultures—and understanding the critical role trust plays for all your users

GET INVOLVED!
For sponsorship opportunities, contact Michael.Felden@conferenceboard.org
For marketing partnership opportunities, contact Melissa.Mianulli@conferenceboard.org 


Who Should Attend?

The Customer Experience Conference is designed exclusively for those responsible for leading customer experience and satisfaction at leading companies. Titles have historically included:

  • Chief Experience Officer
  • Chief Marketing Officer
  • Chief Customer Officer
  • Heads, VPs, Directors and Managers of:
    • Customer Experience/CX Strategy
    • Customer Care
    • Marketing
    • Digital Experience
    • Organizational Design/Effectiveness
    • Client Management
    • Brand/Customer Loyalty
    • Communications/Social Media
    • Consumer Intelligence
    • Culture
    • Customer Analytics and Insights
    • Call and Contact Centers

 



CPE logo

Earn up to 10 CPE credits
Comms/Marketing
Requirements : Attendees must sign-in each day for full credit. Delivery Method: Group-Live; Program Level: Intermediate, Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

Bruce Hoffmeister, Senior Vice President Global Chief Information Officer, Marriott International, Inc.

Atticus Tysen, Chief Information Officer, Intuit, Inc.

Denise Jack, Vice President Global Field Marketing, Lithium

Jeffrey Reinbold, Assistant Director, Partnership and Civic Engagement, National Park Service

Michelle Samuel, Vice President, Customer Experience, Prudential Financial Services

Anne Riley, Director, Experience Design, Intuit, Inc.

Christine Hill, Customer Experience Strategy and Measurement Leader, Eli Lilly and Company

Phil Chung, UX Manager, Google

Marc Stein, SR VP Customer Experience, Dell

Pam Bergeron, Global Director Quality, Customer Service and Support, Operations and Delivery Excellence, Microsoft Corporation

Lisa Macpherson, Chief Marketing Officer, CustomInk

Maria Martinez, (formerly) Business Operations and Customer Experience leader, Microsoft Corporation

Chad Hendren, Director of New Technology, VHT

Calvin St. Juste, Executive Director, Digital Care Strategy & Operations, Comcast

Tim Peter, Director, TCB Digital Strategy Council and Enterprise Digital Transformation Council, The Conference Board

Janet Souter, Vice President, Quality, The Ritz-Carlton Hotel Company, L.L.C.

Charles Popper, Program Director, CIO Business Council, The Conference Board

KimArie Yowell, Senior Director, Talent Development, Quicken Loans, Inc.

Tara Hutton, Director Customer Insights, Enterprise Opportunities, Global Strategy, Hilton

Matt Petrosky, Director of Strategy and Execution, Carbon Black

Tina Gentile, Director, CSS Customer, Market, and Industry Insights,

David Mihanovic, VP – Brand Management, Insights, and Analytics, Hallmark Cards, Inc.

Katie Buettner, Principal Experience Design Researcher, Intuit

Piers Dickinson, Digital Center of Excellence Leader, DuPont

Dana Wilson, Vice President, Comcast

Associate Sponsors
VHT - Customer Experience 2017 - Associate Sponsor
Lithium (via EI Global Advisory) - Customer Experi
Marketing Partner
CRMXchange partner 2017
Quirks 2017 Partnership
CMS Wire 2017 Partnership
CrowdReviews 2017 Partnership
CXMag Partnership
Biznology 2017
Customer Care Mgmt Group Partnership