Next Generation Customer Experience 2017

March 27 - 29, 2017

Park Hyatt Aviara Resort, Carlsbad, CA

Contact Us: 1.888.482.6012

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

Day One Highlights!
-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
-San Diego Sips Craft Beer Tasting

Expand All Sessions [+] Collapse All Sessions [-]

7:40 AM Continental Breakfast & Registration


8:20 AM Welcome Remarks & Opening Ice Breaker

Elizabeth Robillard, Event Director, Worldwide Business Research


 Elizabeth Robillard
Elizabeth Robillard
Event Director
Worldwide Business Research
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a ro ...[Read More]

8:30 AM Chairperson’s Opening Address

Kathleen Jezierski, President & Chief Operating Officer, COPC


 Kathleen Jezierski
Kathleen Jezierski
President & Chief Operating Officer
COPC
Kathleen Jezierski, president and chief operating officer, is responsible for directing the global operations of COPC Inc., a multi-national organization that provides consulting, training and certification services to help companies transform their customer experience operations. With a focus on operational performance, Kathleen has worked with co ...[Read More]

8:40 AM Beyond Marketing Research Versus User Research: A Call for Holistic ‘Person-Understanding’ in Business

Alex Genov, Head of UX Research and Web Analytics, Zappos.com Inc

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 'captains of industry' 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
Alex Genov
Head of UX Research and Web Analytics
Zappos.com Inc
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.

Currently Alex is leading
...[Read More]

9:05 AM The Evolution of Comcast: Shaping Customer Experience from Design to Delivery

Chris Satchell, Chief Product Officer and Executive Vice President, Comcast

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 Satchell
Chris Satchell
Chief Product Officer and Executive Vice President
Comcast

9:25 AM GUEST SPEAKER: Millennials As Customers: Serving–And Profiting From–The Largest Generation In History

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

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

Micah Solomon is one of America’s most popular keynote speakers on building bottom line growth through customer service. A bestselling author and hands-on consultant, Micah Solomon specializes in building stellar, profitable customer experiences, company culture, 21st-century marketing, and social (and anti ...[Read More]

9:45 AM Driving Design with UX and Data

Alex Wright, Director of Research, Etsy


 Alex Wright
Alex Wright
Director of Research
Etsy

10:05 AM Case Study Revolution: Going Beyond the Survey: How to Stop Rectifying and Start Predicting

Devon Westerholm, Sr Director, Customer Experience & Insights, formerly SunPower Corporation

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
Devon Westerholm
Sr Director, Customer Experience & Insights
formerly SunPower Corporation
Devon has built Customer Experience disciplines from scratch at both Adobe Systems and SunPower. Emphasizing operations, employee engagement, marketing and sales, Devon takes a holistic approach that embeds Customer Focus into the day to day work of all employees. Devon’s approach of actively managing a branded experience through leading indicators ...[Read More]

10:35 AM Morning Refreshment & Networking Break


11:05 AM What to Be Listening For: Working Across Organizational Lines to Understand the Granularity of Data Needed by Your Business Partners

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

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
Jason Kolaczkowski
Director of Analytics Data Analytics and Reporting Excellence Team
Kaiser Permanente
Jason Kolaczkowski is Director of Analytics for Kaiser Permanente Colorado, where he works to coordinate the various analytic functions that span the insurance and care delivery functions of the company. Holding a masters degree in Public Management from the University of Maryland School of Public Affairs, Jason comes from both an econometric and c ...[Read More]

11:25 AM Get it Right: Competing and Winning on Customer Experience (CX)

Eric Feinberg, VP of Marketing, ForeSee

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.
 Eric Feinberg
Eric Feinberg
VP of Marketing
ForeSee
Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the autho ...[Read More]

11:45 PM Panel: Prioritizing Your CX Projects: Road-Mapping Short and Long Term Initiatives

Elinor Shram, Customer Experience Operations Lead, Casper

Sami Nuwar, Customer Experience Strategy, American Bath Group

Jeremy Dunn, Senior Director of Sales and CX Strategy, OpinionLab

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 •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?
 Elinor Shram
Elinor Shram
Customer Experience Operations Lead
Casper

Sami Nuwar
Customer Experience Strategy
American Bath Group

 Jeremy Dunn
Jeremy Dunn
Senior Director of Sales and CX Strategy
OpinionLab
Jeremey Dunn is a Senior Director of Sales and CX Strategy at OpinionLab and there are few things he’s more passionate about than empowering companies to improve their customer experience through the smart application of technology and VoC data.  In fact, he can’t believe OpinionLab actually pays him to do it for some of the top companies in the US ...[Read More]

12:15 PM A Successful Omnichannel Experience Starts With “Why”

Kristen Zavo, Director Strategic Projects, Luxottica Retail North America

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
Kristen Zavo
Director Strategic Projects
Luxottica Retail North America
Kristen Zavo is Director of Strategic Projects & Affiliate Partnerships at Luxottica, where she is focused on customer experience across all retail brands. During her time at Luxottica, she has held roles in Strategy & Innovation and Marketing, where she helped drive all aspects of the innovation process, from identifying strategic opportunities, t ...[Read More]

12:35 PM The Misalignment of Loyalty

Jenna Flateman Posner, SVP, Strategy, Clutch

Loyalty is broadly misunderstood today. Most brands think of it as a compromise - a little haircut on their margin in exchange for a way to identify the customer. But then what? Once we can identify a customer, we enroll them in a one-size-fits all program. We’ve lost the customer in the quest for customer loyalty. Through the lens of one retailer's success, we’ll reveal a new look at loyalty programs designed for the entire customer lifecycle.
 Jenna Flateman Posner
Jenna Flateman Posner
SVP, Strategy
Clutch
Jenna is currently the driving force behind Strategic Partnerships for Clutch, the premier loyalty, rewards, gifting and mobile commerce platform for consumer-focused retailers and brands. Clutch works with consumer-focused brands worldwide to unify their consumer touch-points including online, in-store, social, and mobile channels, while powering ...[Read More]

12:55 PM Fireside Chat: Achieving Disruptive Customer Multi-channel Experience with an Inside-out Philosophy

Hilary Hahn, VP of Employee Experience, Frontier Communications

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

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 Hahn
Hilary Hahn
VP of Employee Experience
Frontier Communications
Hilary Hahn is on the FtrCARE leadership team working to transform Frontier customer support experiences from the inside out, with a focus on employees first, building employee engagement, and re-engineering competencies to meet customer intent.

Hahn has led strategy & development of Frontier Secure, a $300 million leanstart-up Busin
...[Read More]

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

Micah Solomon is one of America’s most popular keynote speakers on building bottom line growth through customer service. A bestselling author and hands-on consultant, Micah Solomon specializes in building stellar, profitable customer experiences, company culture, 21st-century marketing, and social (and anti ...[Read More]

1:15 PM Innovation Spotlight- An Inside-Out Approach to CX

Caroline Dangson, Product Manager, Callidus Cloud

•    The importance of an inside-out approach to CX.
•    Integrating feedback into existing workflows to improve CX.
•    The art of engaging customers and employees
Caroline Dangson
Product Manager
Callidus Cloud
Caroline Dangson is a product manager and marketer for new products by CallidusCloud CX focused on motivating employees to deliver exceptional customer experience. Prior to CallidusCloud CX, Caroline has worked as a product marketer, product designer, and social business strategist. Caroline began her career as a research analyst forecasting tren ...[Read More]

General Lunch

1:25 PM Luncheon for all Attendees


Private Lunch

OpinionLab Private Lunch


Track A Workshops: Customer Experience 101- Exploring First Steps

2:25 PM Workshop A: The Merits of Mapping- What are the First Steps?

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

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
Ann Marie Cilley
Director, New Ventures Experience Design
Goodyear
Ann Marie Cilley has been creating unique and delightful customer experiences for a variety of brands and products for 25 years. She has served beauty care and pet food customers while with Procter & Gamble and Mars Pet Food, and is now part of the Goodyear Company’s Global Innovation group, whose mission is to create a continuous flow of products ...[Read More]

Track B Workshops: Strategies for CX Quick Wins in the Short Term

Workshop B: Avoiding Analysis Paralysis: How to Pull the Trigger on a New CX Initiative or Strategy

Michelle Buretta, Customer Experience Manager, Genworth Financial Inc

After 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
Michelle Buretta
Customer Experience Manager
Genworth Financial Inc

Michelle Buretta leads the Housing Finance Agencies (HFA) segment for Genworth Mortgage Insurance. Since 2012, Michelle has held various positions in Servicing, Operations, and most currently as the Market Research and Segmentation Manager on the Customer Experience Team. Prior to Genworth, Michelle worked at North Carolina State University
...[Read More]

Track C Workshop: Strategies for Long Term CX Governance

Workshop C: Experience-athons: A Hands-On Approach to Bridging the Gap between Customer Experience and Employee Experience

Barbie Fink, CCXP, Director, Customer & Employee Experience, Adobe

In this interactive session, Barbie will share the experience-athon framework used at Adobe and take all of us through an experience-athon “mission.” Experience-athons are interactive sessions where employees around the globe engage in using Adobe apps and services to complete a “mission,” provide feedback about their experience, and become better brand ambassadors. Once employees have had a chance to use their company’s products and services, they have a better understanding of the customers’ journey and what it is like to walk in their shoes. When they provide feedback about their experience to product teams, they feel empowered to make a difference for customers. Join Barbie’s workshop to learn more about the experience-athon practice, participate in an experience-athon yourself, and consider ways you might apply a similar approach within your own company.

 Barbie Fink, CCXP
Barbie Fink, CCXP
Director, Customer & Employee Experience
Adobe
Barbie Fink works with teams and leaders across Adobe to champion customer experience innovation and advocacy on a cross-functional basis. In her current role within Adobe’s Customer & Employee Experience Organization and previously in the Digital Media business unit, Barbie is an agent for change, focused on creating and delivering innovative expe ...[Read More]

Track A Workshops: Customer Experience 101- Exploring First Steps

3:05 PM 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, attendees 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 visible workshop, please contact Harvey Golub at harvey.golub@wbresearch.com

Track B Workshops: Strategies for CX Quick Wins in the Short Term

Workshop E: Creating A Customer Journey Map In 40 Minutes At No Cost

Joan Pepper, Director of Customer Success, Zycus

How 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 Expert (hopefully!)
 Joan Pepper
Joan Pepper
Director of Customer Success
Zycus
Joan Pepper stands at the forefront of today’s business: Customer Experience. She considers herself a “CX Architect” who takes a structure in need of improvement and remodels it into an enduring edifice with a customer-centric framework, a bedrock of strong analytics, pillars of customer experience competencies and a cornerstone of engaged and emp ...[Read More]

Track C Workshop: Strategies for Long Term CX Governance

Workshop C [continued]: Experience-athons: A Hands-On Approach to Bridging the Gap between Customer Experience and Employee Experience

Barbie Fink, CCXP, Director, Customer & Employee Experience, Adobe

In this interactive session, Barbie will share the experience-athon framework used at Adobe and take all of us through an experience-athon “mission.” Experience-athons are interactive sessions where employees around the globe engage in using Adobe apps and services to complete a “mission,” provide feedback about their experience, and become better brand ambassadors. Once employees have had a chance to use their company’s products and services, they have a better understanding of the customers’ journey and what it is like to walk in their shoes. When they provide feedback about their experience to product teams, they feel empowered to make a difference for customers. Join Barbie’s workshop to learn more about the experience-athon practice, participate in an experience-athon yourself, and consider ways you might apply a similar approach within your own company.
 Barbie Fink, CCXP
Barbie Fink, CCXP
Director, Customer & Employee Experience
Adobe
Barbie Fink works with teams and leaders across Adobe to champion customer experience innovation and advocacy on a cross-functional basis. In her current role within Adobe’s Customer & Employee Experience Organization and previously in the Digital Media business unit, Barbie is an agent for change, focused on creating and delivering innovative expe ...[Read More]

3:45 PM Afternoon Refreshment & Opening Networking Break In The Innovation Hub


4:20 PM Champagne Roundtable Discussions (35 Minute Back to Back Tables):

Jennifer Marrazzo, Membership Rewards and Experience Manager, BJ's Wholesale Club

Eric Feinberg, VP of Marketing, ForeSee

Kevin Roskopf, Customer Relations Director, Industries For The Blind Inc

Janis Avila, Managing Director, Residential Lending Client Experience, Union Bank

Jessica Hall, Customer Experience Strategist, Zappos

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

Valerie Peck, CEO, SuiteCX

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)

Eric Feinberg, VP of Marketing, ForeSee

2.How to Improve CX for Your Best Customers
Jennifer Marrazo, Senior Manager, Membership & Experience, BJ’s Wholesale

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

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

5. Using Customer Segmentation to Curate the On-Call Experience
Jessica Hall, Customer Experience Strategist, Zappos

6. Healthcare/Hospital System Roundtable: Healthcare Literacy
Doris Lopez, Interim Executive Director, UCSF Benioff Children's Hospital Oakland

7. Making the CX Mapping Process Multi-Task – How to take your insights to the next level
Valerie Peck, CEO, SuiteCX
Over the years we have been asked if Mapping is a one and done effort and how you might leverage your investment in the work you do to understand your CX more widely. This roundtable addresses a few of the questions we have been asked over the years:
•    How do I apply CEM/CJM to my day to day business?
•    Do particular mapping exercises result in different outcomes?
•    What should I actually be measuring?  Touchpoints or Journeys? 
•    Developing and using your Outside in and Inside out Metrics
•    Are there case studies that show successes – revenue, retention, strategy?
•    Digital Maps Vs. Paper? What is the advantage?
 Jennifer Marrazzo
Jennifer Marrazzo
Membership Rewards and Experience Manager
BJ's Wholesale Club

 Eric Feinberg
Eric Feinberg
VP of Marketing
ForeSee
Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the autho ...[Read More]

 Kevin Roskopf
Kevin Roskopf
Customer Relations Director
Industries For The Blind Inc
It’s as if the role of Director of Customer Experience at ibMilwaukee/ibSupply.com was built just for Kevin. An eternal perfectionist, Kevin is always looking to make things better both at work and at home. “Whether that is a workflow process or the way a bathroom looks, there is always room for improvement,” he says. And while he thrives on the ch ...[Read More]

 Janis Avila
Janis Avila
Managing Director, Residential Lending Client Experience
Union Bank
Janis Avila serves as managing director and client experience manager for the Union Bank Consumer Lending Division and is responsible for the Division’s overall client experience strategy.  She partners closely with the bank’s Retail and Wealth client experience teams to provide impactful client experience initiatives that align with business objec ...[Read More]

 Jessica Hall
Jessica Hall
Customer Experience Strategist
Zappos
Working at Zappos for over ten years, Jessica has embodied a set of customer-centric core values that has set the precedent for excellence. Her experience comes from leading the Zappos internal fraud review team, call center operations, customer service analytics, as well as the Voice of Customer program for Zappos’ Customer Loyalty Team. Jessica ...[Read More]

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

Valerie Peck
CEO
SuiteCX
Valerie Peck’s background and professional achievements in the Customer Experience strategy, customer experience and journey/experience mapping have positioned her as a point person for many projects where it is critical to not only design strategy but to execute on it.  She is equally comfortable in the board room and the contact center.  In addit ...[Read More]

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


6:25 PM End of Day One