AGENDA AGENDA APRIL APRIL BELLAGIO, LAS VEGAS. Created and Hosted by

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1 APRIL BELLAGIO, LAS VEGAS APRIL Created and Hosted by

2 MIKE SINOWAY PRESIDENT & CEO MARITZCX Welcome to CXFusion 2017! I am so thrilled to have you all with us this year as we work ever harder to improve the customer experience! I want to personally thank you for attending CXFusion 2017, and look forward to meeting and connecting with you. This year s conference promises to challenge the norm, stimulate growth, and illuminate the path forward in our collective approach to a more seamless experience for every customer. We ll discuss and examine what it will take to execute a CX program that delivers a unified and harmonious customer experience, across every touchpoint. Together, we ll deliver One CX. DAY ONE MONDAY, APRIL 10 11:00am-6:00pm Registration Check-in (Renaissance Foyer) 2:00pm-2:50pm Workshops How to Build a CX Management Program Part I Both foundational and high-level, this workshop will give you key best practices to help you identify how you get ROI out of your CX initiative. 1 Taking Your Program to the Next Level You ve launched a CX program, now what? This workshop includes creation of a personal CX strategic roadmap plan. You will be required to take a CX assessment and bring a print-out with you. 2 Designing an Effective VoC Feedback Program This workshop will discuss key design, decision, and communication points regarding VoC measurement programs. You will be introduced to best practices surrounding design, engaging stakeholders, selecting a survey medium and laying the groundwork for your program before creating a roadmap. 3 3:00pm-4:50pm Workshops How to Build a CX Program Part II Begin receiving insights from customers to inform CX decisions with basic survey and sampling design based on business objectives. Then, learn how to effectively structure dashboard design for insight to flow through all levels of your organization. 1 Mapping the Customers Journey The Art of Engagement - Giving Heart and Structure to Your Organization 5:00pm-6:00pm Learn how journey mapping is crucial to the success of your company, your CX program, and the way you think about and interact with your customers. This hands-on workshop takes you step-by-step through journey mapping techniques and strategies. Connecting with your customers begins with educating, enabling and engaging everyone in the organization. This hands-on workshop will share how to accelerate CX through critical resources, tools, human-centered design thinking, co-creation and other activities that you can implement right away. Happy Hour (Networking Hall) 2 3 3

3 DAY TWO TUESDAY, APRIL 11 7:00am-8:20am 8:30am Breakfast (Tower Ballroom) Keynotes Mike Sinoway, President & CEO, MaritzCX Delivering One CX. The most successful businesses have figured out the magnitude of CX on their business success and how to deliver one CX. Mike will present key principles about the changing CX landscape and what to think about next. Jeremy Gutsche, Founder TrendHunter.com How to Spark a Revolution. How do you make change happen when change is hard? Learn how to spark a CX revolution during a time when the business landscape is rapidly changing, and how you can take immediate action. 10:00am 10:40am-11:20am s Plotting A New Course Through Changing Tides Learn about US Cellular s journey to create a modern, cost-effective CX insight program and what lessons they have applied along the way to accelerate the path to change. Survey Questions for Better Business Decisions Enterprise has assessed their organizations CX maturity, and has updated their program by asking specific survey questions to help them achieve superior customer service. Learn about their CX journey, and how their entire team measures success. Why Wells Fargo Doesn t Underestimate their Middle Managers Discover how Wells Fargo drives CX strategy, enthusiasm, and action throughout every part of their business--from the corner office to middle managers and employees. What s New in the Platform No matter what platform you use, you won t want to miss the chance to find out the best ways to leverage new tools for your CX program. See the latest developments that will support your CX efforts. 11:30am-12:10pm s How an Energy Company Became Fanatical About CX Learn how Reliant is driving positive business changes and CX accountability within their organization. Non-Traditional Aspects of Text Analytics Your CX program isn t just a hall monitor. Learn to make your program focused on insight intelligence that drives operational and tactical decisions to help you take immediate action. The How To Guide for Employee Engagement You already know the power of a happy employee to transform the customer experience. Now, learn how to tap into the values that move each of your people and connect them to the company purpose, creating a culture of engagement and recognition. Discover the Most Popular Research Services Offerings Discover how diverse CX programs are engaging with the research services that set MaritzCX apart from the pack to close the loop and get actionable outcomes. What s New in the Platform Dive into the latest developments and additions of the MaritzCX platform. 12:15pm Lunch (Tower Ballroom) 4 #CXFUSION

4 DAY TWO TUESDAY, APRIL 11 CONTINUED 1:30pm-2:10pm s Trends and Disruption in Customer Experience Learn how organizations are engaging customers and employees. Join this duscussion about the history of Customer Experience, its role in organizations, its increasing impact and what the future may bring as technology and expectations continue to rise. Powerful Storytelling with Data Learn about American Family Insurance s powerful approach to CX data visualization that sparks action and drives strategy. Learn how they display complex data to tell a story that gets the right data message to the right people and how their analysis has positively impacted a CX transformation. The Ever-Changing World of B2B CX Join this discussion on current trends in the B2B CX world, and learn new ways to navigate the customer experience journey when your customer is a business. Bring Order and Insight to the Chaotic World of Unstructured Data Delve beyond survey verbatim analysis into unstructured customer stories with a best-in-class text analytics tool that mines insights without getting overwhelmed by digital exhaust. 2:20pm-3:00pm s The Gold Standard in 60+ Geographic Markets Ford s strong focus on the consumer experience has made its programs a gold standard in 60+ worldwide markets. Learn the ins and outs of achieving consistent CX results in diverse geographies. Aligning Leadership and Promoting Your CX Program Learn how to get executive buy-in and generate excitement for your CX program internally. Bits and Bytes: Critical Security Strategies Learn the latest in security trends and how they impact every CX program. You will be provided with the top three security strategies you should be concerned with as a CX practitioner, analyst, or line-of-business manager. Advantageous Connections and Strategic Partnerships for CX Data Get your CX data working for you with a rich network of partnerships and MaritzCX pre-built integrations. Discover how tapping into connected tools can increase the actionability of your data. Bring Order and Insight to the Chaotic World of Unstructured Data Discover powerful tools for text analytics and SocialCX to tackle your brand s unstructured data. 3:00pm 3:30pm-4:20pm Panels How B2Bs are Dealing with Complex Relationships B2B relationships can be complex. Ensuring great CX at every touch point, from suppliers, to support, to consultancy isn t an easy task. Guest Panelists How to Take Action and Rally the Troops How CX practitioners are engaging and rallying every level of their organizations to ensure CX success. Guest Panelists Are You Asking the Hard Questions? Don t be afraid to ask the hard questions when implementing, updating, or managing a CX Program. Guest Panelists 5

5 4:30pm-5:15pm Closing Keynote (Main Hall) Bruce Temkin, Forrester Research Customer Experience Transformist & Managing Partner, Temkin Group Infusing Humanity into Customer Experience. Tap into new techniques for listening to, analyzing data about, and responding to customers. Bruce will share leading insights on the power of emotion and purpose. 6:30pm Conference Party (Bellagio Pool) Poolside Dinner & Cirque Du Soleil s Mystère Join us for poolside drinks and dinner at the Bellagio before we go to Treasure Island to see a Cirque du Soleil performance of Mystère. Deemed a theatrical flower in the desert, Mystère creates a blend of drama and the unimaginable through powerful athleticism, acrobatics and inspiring imagery. DAY THREE WEDNESDAY, APRIL 12 7:00am-8:20am 8:30am Breakfast (Tower Ballroom) Keynotes (Main Hall) One CX Helps Drive Better Customer Interactions. Technology and innovation are key to delivering a seamless, unified customer experience that drives increased customer loyalty. Maxie Schmidt-Subramanian, Forrester Research CX Measurement: From Score to Customer Obsession. Most companies are in a measurement rush. Instead of obsessing with delivering the right customer experiences, they obsess about achieving a score. Maxie tells us how customer obsessed firms embrace metrics differently to improve experiences that create lasting business success. Dave Mingle, General Director, Global Customer Experience, General Motors Driving CX Insights Around the World. GM understands that excellence in Customer Experience requires world-class listening skills. Customers increasingly expect, if not demand, that brands engage them in real-time, on their terms, and in ways that demonstrate a sincere appreciation for their loyalty. See how GM s vision for a world-class customer listening platform is earning customers for life. 10:00am 6 #CXFUSION

6 DAY THREE WEDNESDAY, APRIL 12 CONTINUED 10:40am-11:20am s The C-Suite Connection Accelerate your career and empower your programs in this session as you discover new techniques to effectively collaborate with the C-Suite to drive change. From a Purchase to an Experience Create a loyal customer base by making every transaction not merely a purchase, but a full-blown experience. Learn how to keep them coming back for more with innovative insights about transforming your customer experience. Uncover Emotional Connections There are ways to uncover connectiosn with your customers based on emotions. Learn how to use emotions to supplement your CX plans. Anticipate Large and Small Scale Customer Behavior Discover the power of analyzing big data at lightening speed, accurately predicting individual customer behavior, and scaling these predictions to encompass larger trends. The PredictionCX tool brings these powers together to help you win customer loyalty and drive greater program ROI. Employee Engagement and Customer Loyalty Integration Dive into platform integrations that drive employee engagment and customer loyalty. 11:30am-12:10pm s CX Economics 101 As your CX programs become more mature, it becomes essential to measure the ROI in order to continue momentum. In this session, learn techniques to measure and grow the economic benefit that your programs provide to your company. Enhanced CX Through Digital Fingerprinting Learn how digital fingerprinting can help you measure your audience and provide them with an enhanced, more personal user experience. Delivering an Omni-Channel Experience Companies with a strong CX focus seek to provide the customer with a single, consistent, and seamless experience across multiple touchpoints. Learn about blurring channels, and the roadblocks that you may encounter in pursuing the connected customer experience across every channel. Know Exactly Where to Invest Your CX Budget Wondering if you are getting the best bang for your CX buck? The big data tool Spotlight does more than process data, it can surface conections in your data that reveal where your next big investment should--or shouldn t--be. Anticipate Large and Small Scale Customer Behavior Learn to use Spotlight and PredictionCX to anticipate and respond to customer needs. 12:15pm-1:20pm Lunch (Tower Ballroom) 1:30pm-2:10pm s Decrease Your Mobile Survey Abandonment Rate Now, more than 50% of surveys are taken on mobile devices how will you improve your mobile UX to capture more feedback? Learn about new research supporting four ways to reduce mobile survey abandonment: rotating survey sections, optimized screen orientation, techniques for handling open-ended questions, and responsive design. Building a Culture of Customer Services Excellence Many companies overlook the importance of culture. This session will discuss the aspects of culture, and the positive and negative elements of excellent service that will help you inspire leaders to look at the whole customer service picture. The Multi-Screen Feedback Process Designing effective feedback platforms and methods can be complex in a world of multi-screen consumption and short attention spans. In this session, learn about methods and models to streamline feedback processes to provide maximum return and actionability on data. Seize Every Front Line Moment Learn to use case management tools to take CX insights from the board room to the front line. Drive action and results, and use real-time analysis of customer comments to trigger instant hot alerts that keep your employees on fire--and your customers coming back for more. Tableau Integration Connect with Tableau to aid enterprise-wide decision-making and data visualization. 7

7 DAY THREE WEDNESDAY, APRIL 12 CONTINUED 2:20pm-3:00pm s Move the Needle with Action Planning We all know it s easier said than done most companies are not where they want to be when it comes to planning and implementing actions that lead to improved CX. This session discusses the practices that will facilitate ownership to put insight into motion. The Value of Qualitative Data Don t miss out on the fantastic, of-the-moment CX outlook that is available at your fingertips in the form of qualitative data. The relationship between companies and their clients is changing learn techniques to tackle unstructured data to tap into the mind of the customer and extract key takeaways. Global CX Programs Best Practices and Insights Discover a best practice framework with international considerations for a global CX program. Join the discussion about data protection, early alignment, international roll-out and other challenges and successes for companies rolling out global programs. Mind the Gap in your Customers Journey Walking a mile in your customer s shoes and creating an insightful customer journey map can be harder than you think. In this session, we ll unveil some new technology that will change the way you see your customers. Seize Every Front Line Moment Interact with Case Management and ActionCX tools for real-time analysis, hot alerts, and action. 3:00pm 3:30pm-4:10pm s Strategic Closed Loop Efforts Take a proactive approach to CX management as you learn to address customer issues with personalized processes that close the loop to keep you improving and your customers responding. Customizing the Customer Experience Identifying customer preferences and tailoring the customer experience at scale is possible in this session, learn top industry techniques to personalize customer interactions for proactive service that results in returning clients. Mystery Shopping in FinServ Methodology, budget, and initial program design are common concerns when a company delves into the insights mystery shopping can offer. Learn how to set up a mystery shopping program to measure against service metrics and identify gaps in customer service delivery. Take Data Gathering from Mundane to Mind-Blowing Ignite your data collection practices and take things from stale and stagnant to dynamic and productive with MaritzCX Bonfire, PredictionCX, and other datacollecting and action-delivering tools. 4:15pm-5:00pm Closing Keynotes (Main Hall) Guest Presenter Look Outside to See Your Customers More Clearly. Companies with high CX ratings do it; they deliver a seamless, unified customer experience across all touchpoints. They know each customer better, perceive their needs, and help employees be more customer centric. 8 #CXFUSION