Transform Culture Personalize Experiences Eliminate Silos Raise Customer Satisfaction Maximize Engagement Personalize Journeys Optimize Omni-Channel

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1 Strategy Institute presents... Transform Culture Personalize Experiences Eliminate Silos Raise Customer Satisfaction Maximize Engagement Personalize Journeys Optimize Omni-Channel September 19-20, 2017 Fairmont Chicago, Millennium Park Confirmed Speakers: Advisory Board: Dutta Satadip, Director, Customer Success, Americas, Google Alex Epstein, Senior Director, Digital Strategy and Content, National Safety Council Diane Magers, CEO, Customer Experience Professionals Association (CXPA) Kristen Engelhardt, Vice President, Voice of the Customer, Salesforce Karen Pascoe, SVP Design & Implementation of Digital Payments, MasterCard Melissa Douros, Senior Manager, Digital User Experience, Discover Michelle Slater, Head of Marketing, Twitter Alex Genov, Head of UX Research and Web Analytics, Zappos DRAFT AGENDA (subject to change) Day 1, Tuesday, September 19th, :30 AM Registration and Breakfast 8:15 AM Opening Comments from the Chair Diane Magers, CEO, Customer Experience Professionals Association (CXPA) 8:30 AM Keynote Address Scaling Designing a Customer Success Organization: Scaling Without Compromising Your CX Ensuring excellent CX processes can prove challenging, especially in the face of continued growth. Acquire the key insights from Google s own journey to better understand key customer lifecycle touch points to your firm. Create a roadmap to: Improve your customer retention rate to ensure revenue stability Deliver increased resolution times to meet your customer demands Innovate your services utilization to optimize your resources Develop your plan of action to drive your company s growth with extraordinary CX 9:00 AM Panel Personalization How To: Developing Your Personalization Strategies to Maximize Growth Customer interactions through digital channels continue to produce challenges in creating the personalized experiences consumers demand. Provide your customers with a unique digital CX experience at every touch point. Master the success factors to: Enhance customer loyalty with your brand Strengthen your omni-channel strategies Boost your e-commerce revenue potential Ensure your CX remains a key differentiator through personalized services 9:45 AM Industry Expert Cyber Security Improve Your Data Security to Reduce the Risk of Privacy Breaches in Your Organization More devices and technologies mean greater challenges when it comes to maintaining information security. Ensure your sensitive customer information is secure to remain a trusted institution. Create a roadmap to: Identify and rectifying your institution s technological weak spots Adjust your organization s infrastructure to respond to technological threats Implement preventative best practices to avoid attacks on your data Enhance your data security toolbox to protect your customer s important information

2 10:15 AM Speed Networking Develop Relationships with DCX Leaders Engage with leaders in the field of Digital Customer Experience to expand your network and gain fresh perspectives. Quick rotations will help you break the ice as you get to know your fellow delegates. Bring your business cards, make new connections and build your knowledge! 10:30 AM Mid-Morning Networking Break 11:00 AM Industry Expert Precision Dialogue Precision Dialogue Session Details Coming Soon! Track 1 Embracing DCX This track is designed for professionals who are in the process of establishing the foundations of digital CX in their organization 11:30 AM Case Study Incorporate Digital How to Put the Digital in Your DCX Securing the loyalty of your customers increasingly requires multiple topnotch digital channels. Ensure you do not lose market share in a digitally dependent environment. Create a roadmap to: Reshape your CX strategy to incorporate digital while maintaining profitability Stimulate new customer relationships to grow your revenue Coordinate all of your digital channels to improve usability Stimulate revenue growth by incorporating digital CX transformation strategies 12:15 PM Case Study Culture Change Cultivate a DCX Culture to Enhance Your Reputation Just having digital tools isn t enough a successful DCX approach requires complete organizational buy-in. Establish a culture where digital objectives are in synergy with organizational operations. Adopt best practices to: Streamline your processes to reduce wasted resources Fortify your customer loyalty to increase your retention rates Deliver exceptional CX at all organizational touch points to improve engagement Maximize the ROI on your CX initiatives by ensuring a customer first organizational culture Track 2 Technological Innovation This track is designed for advanced digital CX practitioners who are looking to optimize the latest innovations 11:30 AM Case Study Digital Messaging Use Digital Messaging to Improve Communication of Your Customer Needs. Tap into the strong consumer preference for messaging, especially with younger customers. Improve your customer engagement by optimizing your digital messaging channels. Walk away with an action plan to: Enhance your reputation with convenient real-time conversations Communicate just like your customers do to secure loyalty Improve your resource allocation through improved efficiencies of messaging Increase your profit by differentiating your brand with a more convenient communication tool 12:15 PM Case Study New Search Engine Optimization Using Voice Activated Tools to Increase Your SEO Ranking Voice search is now a necessity, especially with customers on the go and connected with home devices. Ensure customers can find you quickly wherever they are. Develop a blueprint to: Increase your relevancy in voice activated inquiries to improve conversion Adapt your content to prepare for customer requests Innovate your CX process via. voice search to improve your reputation Amplify your customer conversion rates using voice searches 12:45 PM Networking Lunch Join the conference speakers and your peers for a relaxing lunch.

3 Track 1 Evolving Your DCX This track is designed for professionals working on incorporating digital at a higher level in their CX initiatives 2:00 PM Case Study VoC Improve Your VoC Programs to Produce Increased Customer Engagement Research shows best in class VoC users enjoy 10-times-greater year-overyear increase in annual company revenue compared to all others. Hone your VoC processes to drive innovation. Develop a blueprint to: Incorporating your VoC insights throughout the organization to enhance processes Optimizing your resources by identifying key communication channels Increasing your response time to improve customer retention Boost your VoC programs to increase your ROI 2:45 PM Industry Expert IoT Optimize Your Digital CX through the Internet of Things By 2020, experts predict that there will be approximately four IoT devices for every person on the planet. Prepare for the increased connectivity between you and your customers provided by the Internet of Things. Take away specific solutions to: Increase your consumer insight with real time data in multiple locations Transform your organizational efficiencies Deliver contextual experiences for your customers Adapt your organization to an increasingly interconnected environment Track 2 Data and Analytics This track is designed for professionals looking to advance their data and analytics platform 2:00 PM Case Study Data Driven How To Incorporate Big Data Into Your CX Strategy To Unlock Growth Opportunities. Collecting digital data isn t usually an issue but more information doesn t necessarily mean more knowledge. Improve your responsiveness by anticipating customer needs through data analysis. Adapt best practices to: Optimize your data collection methods throughout your digital channels Accelerate your informed decision making processes to increase your agility Magnify key growth opportunities for your firm Beat your competition to new growth opportunities using valuable customer insights 2:45 PM Industry Expert Data Visualization Optimize Granular Data to Deliver Actionable CX Insights. In 2020 the world will generate 50 times the amount of data as in 2011 and 75 times the number of information sources. Distil the key insights that separate you from the competition with data visualization techniques. Develop a blueprint to: Unravel your complex customer data to craft informed strategies Convey CX insights throughout your organization in a digestible manner Highlight blind spots in your CX experience to improve retention Improve your digital CX conversion rates using data visualization techniques 3:30 PM Mid-Afternoon Networking Break Interact with conference speakers and fellow attendees 4:00 PM Industry Expert Bots/AI Augment Your CX With Chat Bots to Increase Your Efficiencies and Responsiveness 1.4 billion people interact with a chat bot yearly, and that number is expected to continue to rise. Optimize the real-time 24/7 capabilities and increased efficiency of automated conversations for your firm. Walk away with an action plan to: Create buy-in at your organization for process improvements Expand the service capabilities of your firm to meet customer demands at anytime Improve your resource allocation to reduce costs Produce superior customer experience while streamlining your costs 4:30 Keynote Address Omni Channel Optimize Omni-Channel Experiences to Enhance Customer Touch Points and Expand Your Revenues Omni-channel integration has evolved from something that was nice to do for customers, into something that customers expect. Gauge your organizational shortfalls and pinpoint success factors to actualize a cohesive Omni-channel experience. Acquire insight to: Reach your KPI targets Seamlessly integrate new communication channels Expand your strategy to reach all customer types Source innovative ideas to expand your customer outreach 5:00 PM Stop-Start-Continue 5:15 PM Conference Adjourns to Day Two 5:20 PM Evening Cocktail Reception Don t miss this exclusive end-of-day gathering with conference speakers and attendees! Unwind, mingle and build relationships that will benefit you in the years to come. Bring your business cards.

4 Day 2, Wednesday, September 20th, :30 AM Registration and Breakfast 8:15 AM Opening Comments from the Chair Diane Magers, CEO, Customer Experience Professionals Association (CXPA) 8:30 AM Keynote Address Consistency in CX Deliver Consistency Across Your Channels to Secure Loyalty and Retention Customers expect consistent outcomes across all the channels they use to interact with your brand. Provide integrated digital experiences to amplify your customer value. Source practical tips to: Ensure your customers can painlessly move across touch points Develop a single view of the customer across your organization Create digital experiences through interactive apps and mobile strategies Improve your customer acquisition and retention strategies to boost your profits 9:00 AM Panel Evolution of Mobile Execute Innovative Mobile Strategies to Meet Your Customer Demands Customer experience and mobile have become ubiquitous with 95% of Americans owning a mobile device. Extend the opportunities presented by mobile technology to improve customer interactions. Master the success factors to: Craft a frictionless experience for your mobile clientele to improve engagement Increase your profits through retained customers Foster a mobile optimized process to meet your customer needs Leverage the widespread use of mobile by your clientele to differentiate from the competition 9:45 AM Case Study Presentation Overcoming Legacy Constraints Increase Revenue By Raising Your DCX Past Budgetary and Legacy System Restrictions Matching the digital demands of your customers can prove difficult in the face of budget pressures and out-dated systems. Strategize to ensure high-level DCX while working within your constraints. Gain insight on: Ensuring your digital CX quality while reducing costs Determining the best investments to ensure your customer experience is future ready Gaining internal support for your critical digital CX investments Reach your DCX potential and overcome your legacy constraints 10:15 AM Mid-Morning Networking Break

5 Track 1 Customer Interactions This track is designed for professionals who want to increase the effectiveness of their customer experiences 10:45 AM Case Study UX Boost Your UX Strategies to Provide a Frictionless Customer Experience In today s digital age, getting the user experience right is essential for your company s survival. Identify the key pillars to crafting delightful experiences that will maximize your company s CX potential. Generate a plan to: Unite your company s content with your design strategies Focus on digital channels that make an impact and drive engagement Deliver value to your customer across all interactions Take away key tips and strategies to guide you along your digital transformation 11:30 AM Industry Expert Micro Surveys Increase Your Response Rates and Data Gathering Effectiveness Using Micro-Surveys Millennial and mobile users are drawn to providing their insights via small bursts in 1-3 action induced micro surveys. Leverage quick customer insight in a context seamless manner to meet your customer needs. Gain perspective to: Focus on the critical questions to maintain your customer attention levels Decrease your decision making lead time to improve your CX agility Adapt your customer insight collection to the multiple channels your customers use Increase your consumer response rates to develop critical market intelligence Track 2 Digital Retail This track is designed for professionals looking to merge and enhance digital innovations into their retail experience 10:45 AM Case Study Click and Mortar How to Merge Digital Components Into Your Retail CX Processes Digital and physical retail continue to converge in the mind of the customer. Develop a holistic experience for your customers to meet their needs. Create a roadmap to: Reduce unpolished discrepancies between your channels to improve conversion Protect your market share from digital start-ups and disruptors Amplify your customer experience reach to new customer bases Navigate the increasing union of physical and digital retail to remain relevant to your consumers 11:30 AM Industry Expert AR/VR Innovate Your DCX With Virtual and Augmented Reality to Increase Engagement 78 per cent of brands say they have already implemented, or are planning to implement, VR and AR by 2020 to better serve customers. Capitalize on this new digital wave to differentiate your DCX. Develop a blueprint to: Employ try before you buy to personalize your customer experiences Translate your physical brand experiences beyond traditional digital limitations Obtain new customer perspectives to improve your consumer insights Leverage VR/AR to create engaging experiences and stay a step ahead of your competition 12:15 PM Networking Lunch 1:15 PM Industry Expert Social Media Leverage the Capabilities of Social Media to Increase Your Brand Reputation In the social media age customers now reach out for service over multiple social networks and expect timely assistance. Respond effectively across every social media outlet to enhance your reputation. Source practical tips to: Implement new tools to improve your conversion Deliver the prompt responses your customers demand Build a community of committed advocates for your brand to increase revenue Leverage the power of social media to improve your brand reputation from awareness on 1:45 PM Interactive Session Birds of a Feather Gain insights from your industry peers and benchmark your organization against others in this interactive session. Delegates will be divided into informal discussion groups centred on a variety of topics related to digital customer experience. Topics to be discussed include: Personalization Journey mapping Mobile AI Data analysis Flock together to brainstorm innovative approaches to your most pressing challenges

6 2:15 PM Mid-Afternoon Networking Break 2:45 PM Case Study Presentation Public Sector Strategies to Raise the Quality of Your Experiences Within Your Budget Quality and budget efficiency do not have to be mutually exclusive in your DCX program. Develop pragmatic solutions to increase your ability to meet citizen/customer needs. Gather insight to: Improve your service design to incorporate your audience needs Provide access via online, mobile, and social channels to your users Maximize your infrastructure and cultivate strong culture to increase engagement Improve delivery of your services to connect with your audience and maximize your budget 3:15 PM Panel Looking Into The Crystal Ball: The Future of DCX Forecasting The DCX Landscape to Anticipate Your Future Customer Requirements Step outside the bubble of your current digital program and look at the trends set to shape your future customer interactions. Acquire fresh insight on the technology and process trends that will innovate your DCX capabilities. Create a roadmap to: Source new technology inspiration to increase your profit Adapt your current processes to remain agile in response to customer needs Inspire new research on DCX approaches that might work for you Gain cutting edge solutions to your future customer experience needs 4:00 PM Stop-Start-Continue 4:15 PM Conference Adjourns PRE CONFERENCE WORKSHOP Get more from your conference experience! Join our highly focused, hands-on workshop, led by a carefully selected industry expert. Workshop A: Customer Journey Mapping How to Prioritize and Tend to Each and Every Customer to Keep to Them Coming Back This workshop is designed for CX professionals seeking insight to new approaches of transitioning a journey map into a strategy. Source ideas on how to better capture your customer s tendencies within your journey maps, and translate this into a remarkable CX. Strategize to: 1. Properly map your customers journey 2. Implement and measure relevant KPI s 3. Integrate touch points and proved business benefits 4. Derive business intelligence to guide decisions 5. Make design a partner in customer success Improve processes to ensure customer loyalty