Next Generation Customer Experience 2017

March 27 - 29, 2017

Park Hyatt Aviara Resort, Carlsbad, CA

Contact Us: 1.888.482.6012

Day Two: Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset

Day Two Highlights!

-Case studies from Lululemon, Verizon, Lancaster General, Luxottica and Kimpton Hotels
-Industry Specific Meetups for retailers, B2B, travel executives and financial services professionals
-Two afternoon tracks focused on embedding employee engagement and building a CX toolkit
-Champagne Roundtable Discussions
-Pacific Poolside Cocktail Reception

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

7:40 AM Continental Breakfast & Registration in the Innovation Hub

8:20 AM Welcome Remarks

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]

8:25 AM Chairperson’s Opening Address

Stacy Bolger, Head of CX Consulting, MaritzCX


 Stacy Bolger
Stacy Bolger
Head of CX Consulting
MaritzCX
As Head of CX Consulting for MaritzCX, Stacy’s focus is enabling organizations to build and implement strategic, comprehensive, and actionable CX solutions that drive business results by better understanding the way their customers make decisions. She does this leveraging over 15 years of experience leading customer-focused efforts in both the fina ...[Read More]

8:35 AM Expectation Setting: Fulfilling Your Brand’s Promise

Tabitha Dunn, Vice President, Customer Experience, Concur Technologies

Now more than ever, it’s important to align your brand story, mission and vision with the customer experience. This session will examine the role your brand plays in driving experiences and how to connect your company’s mission and vision to the experience as well. Learn:. Join this session led by Tabitha Dunn which will look at-
•Understanding the service or product you provide and how customers react to it
•Coming to terms with your brand’s promise and make sure you are living up to the expectation
•Don’t overpromise and under deliver- no need to be something your customer doesn’t need
•Not all companies are trying to provide delight with their product or service (eg. life insurance, B2B software, vacuum cleaners), what should they be trying to provide?
 Tabitha Dunn
Tabitha Dunn
Vice President, Customer Experience
Concur Technologies

8:55 AM Making and Maintaining the Business Case for C-Suite Advocacy

Justin Reilly, Head of Customer Experience Innovation, Verizon Communications Inc.

Getting your organization on board with your customer experience efforts from the executive level to the grass roots level is no easy task. This session will look at what it takes to get buy-in from the top down. Learn how to be:
• Deciding the level of advocacy you need from the c-suite to hit your goals
• Do you need their buy-in to influence other departments or do you need their money to buy new technology?
• Preparing specific metrics and market research to prove your case
• Understanding what the goals of your business leaders are so you can target the issues that matter most to them
• Legitimize yourself as a leader for CX by having a through grasp of the concept as currently applies to your company and what the potential could be
 Justin Reilly
Justin Reilly
Head of Customer Experience Innovation
Verizon Communications Inc.
Justin Reilly is an entrepreneur, innovator, strategist and thought leader, passionate about the intersection of Marketing, Product and Customer Experience.  At Verizon, he is responsible for digital strategy and innovation, 5-year customer-centric growth and CX practice maturity for the Fios brand. He has a proven track record of ensuring that the ...[Read More]

9:15 AM Fire-Side Chat: The Power of CX Councils, Advocate Teams and Working Groups

Lisa Hess, Vice President of Marketing and Customer Engagement, Lancaster General Health

Every organization approaches their customer experience strategy, structure and governance a bit differently. A great first step if you don’t have an overarching cx strategic department is establishing a cx council or pulling together an advocate team. These teams champion customer experience across all departments and meet together to work on strategic projects. Join this fire-side chat with Lisa Hess to learn more about-

• Who are the best people to bring together in a CX steering committee within your organization? • What are the steps to establishing a meaningful group like this with real impact?
• How do you bringing these people from different departments together given their focus on other priorites?
• Making sure your organization understands the impact that a group like this can have, given the background that all individuals will be able to bring to the table
 Lisa Hess
Lisa Hess
Vice President of Marketing and Customer Engagement
Lancaster General Health
Lisa Hess has more than thirty years of experience in for-profit and non-profit marketing and communications management and consulting. She currently serves as the Vice President of Marketing, Corporate Communications and Customer Engagement at Lancaster General Health in Lancaster, Pennsylvania. In her current role, Lisa is the administrative ex ...[Read More]

9:35 AM Panel Revolution: Metrics Update: What’s Beyond CSAT, CES, and NPS?

Shuchi Khurana, Director, Voice of Client & Customer Experience, Northwestern Mutual

Tony Drummond, Customer Experience Vice President, Manheim

Nathan Deeds, Senior Customer Support Manager, OpenTable, a member of the Priceline Group

Dave Smith, VP of Customer Insights, Comcast

With tools available to measure customer satisfaction, effort, emotion and promoter score, it’s easy to become caught up and end up chasing the wrong metrics. From a KPI perspective, you might see that you are achieving high satisfaction scores based on your metric of choice, but the customer experience is not, in fact, improving -
•What are you currently measuring?
•Do you find that these measurements are still as useful or does it just seem like looking at these numbers are going through the motions?
•Are you using these numbers to do anything or create new strategy?
•Have you heard of new measurements or are you creating any of your own?
 Shuchi Khurana
Shuchi Khurana
Director, Voice of Client & Customer Experience
Northwestern Mutual

 Tony Drummond
Tony Drummond
Customer Experience Vice President
Manheim
Tony Drummond is Vice President, Customer Experience at Manheim, the world’s leading provider of vehicle remarketing services. His responsibilities include operationalizing the voice of the customer through experience design, delivery and measurement in a high-touch and increasingly digital B2B auction environment. Prior to joining Manheim, Tony ...[Read More]

 Nathan Deeds
Nathan Deeds
Senior Customer Support Manager
OpenTable, a member of the Priceline Group
A veteran customer advocate and product leader with experience supporting hardware and software in enterprise and startup environments. Currently at OpenTable, previously product manager at Samsung and head of support at Rdio. Always doing for what’s right for the customer and the business. ...[Read More]

 Dave Smith
Dave Smith
VP of Customer Insights
Comcast
Graham leads Comcast’s Customer Insights group, providing the organization detailed customer and employee intelligence to define, prioritize and manage strategic and tactical enhancements to the Comcast Customer Experience. Graham and his team leverage customer, operational, market and financial data to provide comprehensive insights to current per ...[Read More]

10:15 AM How Why'd Is Your Customer Experience Gap?

Doug Roerden, User Experience Vice President, Fidelity Investments

Learn how to narrow the gap between your customers and your organization by gaining and maintaining their perspective over yours. Understand why they engage your products and services over why you provide them. And come away with applicable knowledge to ensure your organization embraces the big picture, from the most important perspective, first.
 Doug Roerden
Doug Roerden
User Experience Vice President
Fidelity Investments
Doug Roerden is Vice President for User Experience Design Strategy at Fidelity Investments, where he joins business, technology, and design partners to lead the customer experience for financial services. With over 25 years pursuing user experience strategy, his practice spans early personal computing through today's digital worlds for non-profit, ...[Read More]

10:35 AM Morning Networking Break In The Innovation Hub


11:10 AM Next Generation Customer Experience Benchmarking Study

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]

General Session

11:15 AM ROI by Design: How to Create Meaningful Value from CX

Brennan Wilkie, SVP, Customer Experience Strategy, InMoment

CX ROI doesn’t happen by accident. Brennan Wilkie, a veteran of CX measurement and customer listening, shares essential elements in building and proving value in CX initiatives. Wilkie, InMoment’s SVP of Customer Experience Strategy, discusses:

  • Mapping your value landscape
  • Linking initiatives to larger business objectives
  • Defining success
  • Results-oriented listening
  • Gaining support for action
 Brennan Wilkie
Brennan Wilkie
SVP, Customer Experience Strategy
InMoment
Mr. Wilkie’s leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation through VoC innovation. He has consulted with hundreds of brands, including C-level executives at Fortune 500 companies, to ensure the successful design and implementati ...[Read More]

Industry Meetups

Travel Meetup: The Big Debate: Making The Most Out Of Your OTA-Partner Sites

An industry specific meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

General Session

11:35 AM Excavating Top Pain Points from Voice of the Customer Data

Jessica Pargament, Director, Customer Experience, LensCrafters Inc

A seamless customer experience across multiple touch-points will only be possible if brands can create a single view of the individual customer. Given the amount of customer touch points, there is a staggering amount of data being collected from the customer at each one. The challenge then becomes taking this customer data and mapping out each customer’s history of interactions and preferences, thereby understanding the end-to-end customer journey and being able to meet them where they prefer to access your services.

• Aggregating all of the data you have collected from surveys, social media, complaints, etc
• Studying trends in how your customer reacts with you
• Finding touch points that cause extra effort for the customer
• Putting together an action plan or road map to address top issues
 Jessica Pargament
Jessica Pargament
Director, Customer Experience
LensCrafters Inc
Jessica Pargament is the Director of Customer Experience for LensCrafters North America.  She has held roles in eCommerce user experience, omni-channel customer experience, and with her latest role, is responsible for elevating the customer experience across the 1,000+ LensCrafters stores.  Her team ensures the Voice of the Customer is central in t ...[Read More]

Industry Meetups

[Continued] Travel Meetup in the Innovation Hub: The Big Debate: Making The Most Out Of Your OTA-Partner Sites

An industry specific meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

General Session

11:55 AM Establishing a Holistic Long Term CX Strategy Instead of Project Based One

Maggie Lang, Senior Director, Guest Marketing, Kimpton Hotels

Sometimes it seems like CX strategy involves completing project after project. Often those projects don’t even seem to be cohesive and involve different elements of your customers journey rather than all of them at once. Join this session with Maggie Lang from Kimpton Hotels to learn more about how to:
·· Be looking holistically at cx instead of taking it one project at a time
·· Moving past your grassroots beginnings and starting to understand how you company can be putting cx at the center of all business decisions.
 Maggie Lang
Maggie Lang
Senior Director, Guest Marketing
Kimpton Hotels

Industry Meetups

[continued] Travel Meetup in the Innovation Hub: The Big Debate: Making The Most Out Of Your OTA-Partner Sites

An industry specific meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

General Session

12:15 PM PANEL: Say No to Silos! Centering Customer Experience By Blurring Siloed Department Lines

Karen Kallet, Chief Digital Officer, BofI Federal Bank

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

Nan Bacon, Manager, Customer Experience, Shawnee Mission Health

Bill Albert, Executive Director, User Experience Center, Bentley University

John Cecilian, Sr. Director of Business Strategy and Emerging Markets, Clutch

Customers expect the experience across all of touchpoints, both online and off, to be consistent and seamless. How can this experience be seamless if the internal departments that have control over each experience are siloed and don’t work with each other to coordinate the whole customer journey? Join this panel to here more about:

• Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer
• Build relationships with these business partners and department heads in order to understand their priorities and help them understand yours
• Instill the importance of customer experience across the organization with trainings and CX advocates
• Create common objectives and organizational goals
 Karen Kallet
Karen Kallet
Chief Digital Officer
BofI Federal Bank
Mrs. Kallet has served as the Chief Digital Officer, SVP Marketing of BofI Federal Bank – Bank since February 2014. Prior to joining the Bank, Mrs. Kallet was CMO- Chief Marketing Officer for DrWeil.com and was Senior Director of Marketing at DeVry Inc., heading marketing and lead generation for the Carrington Colleges Group. Prior she was Vice Pr ...[Read More]

 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]

 Nan Bacon
Nan Bacon
Manager, Customer Experience
Shawnee Mission Health
With more than fifteen years of experience in graphic design, branding, advertising and health care marketing, Nan Bacon lives and breathes the brand of Shawnee Mission Health. Her passion is creating consistent and memorable customer experiences through loyalty, relationship and value management.

Pivotal to her role is the ability
...[Read More]

 Bill Albert
Bill Albert
Executive Director, User Experience Center
Bentley University
Bill is the Executive Director of the User Experience Center at Bentley University and also teaches in the UX graduate program at Bentley. He is co-author of two UX books: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics and Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies. He is ...[Read More]

John Cecilian
Sr. Director of Business Strategy and Emerging Markets
Clutch
He has over 15-years of experience holding leadership roles for some of the greatest lifestyle brands of our generation. He has had the opportunity to work for ANF, Michael Kors, Quiksilver, and Under Armour. Most recently John has brought this retail knowledge and expertise to Clutch. Clutch transforms the way B2C brands identify, understand, an ...[Read More]

Industry Meetups

Financial Services Meetup: Taking Risks in a Risk-Averse World: Balancing Innovation with Compliance

An industry specific free flow meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

General Session

12:45 PM First Look: Launching lululemon’s New Guest Experience Platform

Alan Wizeman, VP of Guest Experience, Lululemon

Join us for this exclusive session with Alan Wizemann of Lululemon. He will be debuting their new guest experience program with us for the very first time at NGCX. Learn how it was created and what the program entails. Along with what their hopes for the program are in the next year or two.
 Alan Wizeman
Alan Wizeman
VP of Guest Experience
Lululemon
Since 1998, Alan has developed the ideas, software, and teams behind multi-million dollar start-ups that have helped grow some of the largest companies in North America. Spanning an array of products from music to real-estate to commerce, Alan has realized billions of dollars in incremental revenue through systematic, innovative agile development o ...[Read More]

Industry Meetups

[Continued] Financial Services Meetup in the Innovation Hub: Taking Risks in a Risk-Averse World: Balancing Innovation with Compliance

An industry specific free flow meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

General Session

1:05 PM Non Profit Partner: An Executive Presentation from WomenHeart

Claire D’Andrea, Vice Chair of the Board, WomenHeart


 Claire D’Andrea
Claire D’Andrea
Vice Chair of the Board
WomenHeart
Claire D’Andrea, RN, CHTP, INC, CCRC has worked fulltime at Scripps Center for Integrative Medicine, La Jolla, CA for almost 15 years. She has been the Supervisor of Patient Care at the center since 2004 managing a diverse clinical staff of health care professionals including Registered Nurses, Medical Assistants, s Dietician, Exercise Physiologist ...[Read More]

Industry Meetups

[Continued] Financial Services Meetup in the Innovation Hub: Taking Risks in a Risk-Averse World: Balancing Innovation with Compliance

An industry specific free flow meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

1:15 PM Lunch For All Attendees In the Innovation Hub


Track A: Your CX Toolkit

2:15 PM Chairperson’s Afternoon Remarks


Track B: Embedding Employee Engagement

Chairperson’s Afternoon Remarks


Industry Meetups

B2B Experience Meetup in the Innovation Hub- The Unique Nature of Client Experience

An industry specific free flow meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

Track A: Your CX Toolkit

2:20 PM Customer Engagement: The New Era of B2B Marketing

Laurie Buzcek, Director of Customer Engagement and Environment, Intel

No longer can marketing and sales operate in silos. Today’s B2B customers expect an experience that delivers the content they need when & where they need it. Learn how Intel is shifting towards integrating approaches across marketing & sales customer engagement to personalize B2B buyer’s journeys.
 Laurie Buzcek
Laurie Buzcek
Director of Customer Engagement and Environment
Intel
Laurie Buczek is Intel’s Director of Customer Engagements and Environments, the global organization responsible for evolving and enabling personalized cross channel customer experiences. The organization is specifically focused on unifying business to business digital channels, modernizing marketing strategies to enable lead generation for sales, p ...[Read More]

Track B: Embedding Employee Engagement

BMO's Journey to Customer Centricity- Hiring and Training The Right People

Kelly Harper, Director of Customer Experience Learning, Bank of Montreal

Join this session with BMO's Kelly Harper to hear her discuss how herself and the BMO CX team have been:

· Enabling employees in frontline and back office areas with tools to be focused on CX
· Identifying leaders in CX across the organization and reward them for their efforts
· Providing mentorship and coaching for employees to continually ensure their commitment to your CX efforts
 Kelly Harper
Kelly Harper
Director of Customer Experience Learning
Bank of Montreal
Kelly Harper is Director Customer Experience Learning for BMO Financial Group — a newly created role within the BMO Institute for Learning. Kelly is accountable for embedding customer experience (CE) into enterprise learning and development and fostering a culture of customer experience innovation.

Prior to her current role, she was
...[Read More]

Industry Meetups

[Continued] B2B Experience Meetup in the Innovation Hub- The Unique Nature of Client Experience

An industry specific free flow meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

Track A: Your CX Toolkit

2:40 PM It’s Not Brain Surgery: Improving Customer Relationships, Profitability, and Capability with Mobile Merged Reality and Virtual Presence

Bart Guthrie, Neurosurgeon, University of Alabama at Birmingham


 Bart Guthrie
Bart Guthrie
Neurosurgeon
University of Alabama at Birmingham
Bart is a recognized leader in the development of translational technology aimed at improving patient care and holds several patents in the field. He developed OmniSite, a computer-based image-guided neurosurgical system currently licensed to Integra Lifesciences Corporation (NASDAQ: IART). He also directed development of the technology for, and wa ...[Read More]

Track B: Embedding Employee Engagement

Your Frontline Hates CX: Here’s What To Do About It

Sarah Simon, VoC Consulting Director, Confirmit

Practitioners and consultants alike, many of us love our industry, and stand solidly behind the philosophy and practice of customer experience management. But how do our colleagues feel about CX? How do they perceive our efforts to manage the customer experience? What do they know about CX and how it impacts their jobs? Do our CX initiatives leave our frontline feeling empowered? Or frustrated, angry and “put upon?”

What if you found out your rank and file actually hates your CX program? In many organizations, our front line team members don’t share our enthusiasm for all things CX and may actually resent our efforts as misguided, unrealistic or meddlesome.

In this lively session, I am going to challenge you to think outside the CX management mindset and put yourself in the shoes of your front line team members for a few minutes. We’ll talk about ways even the best-intentioned CX efforts can rub customer-facing professionals the wrong way. Then I’ll outline steps you can take to minimize friction points along your CX improvement efforts, improve the perception your colleagues have of your program, and make CX something the frontline does, not a corporate headache inflicted upon them.
Sarah Simon
VoC Consulting Director
Confirmit

Industry Meetups

[Continued] B2B Experience Meetup in the Innovation Hub- The Unique Nature of Client Experience

An industry specific free flow meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation.

Track A: Your CX Toolkit

3:00 PM Case Study Revolution: Good Old Change Management- Keeping Your Company Stable and Your Employees Engaged During A Period of Transition

Melissa Douros, Sr. Manager, Digital User Experience, Discover Financial Services

To build an effective and all-encompassing cx strategy, it must be adopted by all business lines and functions within your organization. Creating this kind of change across a large institution is both daunting and a long process. This change must come from the heads of departments, early adopters and leaders within your organization. Creating cultural buy-in requires an internal branding strategy and clear corporate communication tailored to the functions within your organization. Join this session to hear more about how you can work through periods of change and inspire your whole company to see the benefits of a customer centric culture
 Melissa Douros
Melissa Douros
Sr. Manager, Digital User Experience
Discover Financial Services
Melissa Douros is the Senior Manager of the Digital User Experience team at Discover Financial Services just outside of Chicago, Illinois. Responsible for overseeing the UX / CX of the Discover.com website and mobile app, Melissa leads a large team of project managers, product owners, digital designers, UX architects, copywriter and innovation con ...[Read More]

Track B: Embedding Employee Engagement

PANEL: Mentorship, Rewards or A Bit of Both: What Sustains Employee Motivation?

Lindsey Knowles, Director of Customer Experience, Winc

Alan Gee, Director of Customer Service, Newegg

Bill Albert, Executive Director, User Experience Center, Bentley University

How can you ensure employees are engaged, understand their role and are recognized for it? In this panel, find out how to shift employee KPI’s and metrics to be more customer-centered and continue to motivate, inspire and empower them to deliver exceptional experiences. Panelists will discuss: • What are some of the methods for incentivizing and recognizing associates? • Does one method foster a stronger sense of accountability and employee empowerment? • Does mentorship and active weekly meetings or trainings help motivate employees? • Who provides the best mentorship and coaching? What training goes into training the coaches?
 Lindsey Knowles
Lindsey Knowles
Director of Customer Experience
Winc
Lindsey is currently the Director of Customer Experience at Winc, a direct-to-consumer winery and the world's first personalized wine club. She leads customer engagement and retention initiatives, as well as oversees the customer service operation.

Prior to Winc, Lindsey worked at Goldman Sachs, building key relationships with large
...[Read More]

Alan Gee
Director of Customer Service
Newegg

 Bill Albert
Bill Albert
Executive Director, User Experience Center
Bentley University
Bill is the Executive Director of the User Experience Center at Bentley University and also teaches in the UX graduate program at Bentley. He is co-author of two UX books: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics and Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies. He is ...[Read More]

Industry Meetups

Retail Experience Meetup in the Innovation Hub: Focusing On Loyalty and Retention To Make More Money From Your Customers

An industry specific free flow meetup session focused on addressing challenges and sharing lessons learned. Meetups will be available for B2B, retail, financial services, hospitality/travel and healthcare. The topic mentioned highlighted for each industry is merely a conversation started, if another topic seems to come to the forefront in your industry, feel free to pivot to another conversation. <br>

3:30 PM Afternoon Refreshment & Networking Break In The Innovation Hub


4:10 PM Champagne Roundtable Discussions (35 Minute Back to Back Tables):

Karen Kallet, Chief Digital Officer, BofI Federal Bank

Christopher Barefoot, Communications and Guest Relations Vice President, Opus One

Doug Roerden, User Experience Vice President, Fidelity Investments

Sarah Simon, VoC Consulting Director, Confirmit

Marty Cizson, Digital Servicing | Senior Manager, Discover

Brennan Wilkie, SVP, Customer Experience Strategy, InMoment

David Embree, Product Owner – Mobile & Guest Experience, Lululemon

Jenna Dorman, VP Business Development Tech and Telecom, Vision Critical

Bart Guthrie, Neurosurgeon, University of Alabama at Birmingham

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.Thinking OmniCommerce: Being Where Your Customer Needs You To Be
Karen Kallet, Chief Digital Officer, Bank of Internet

2.Avoiding the Creep Factor: Personalizing Experiences Without Crossing A Line
Christopher Barefoot, Vice President of Communications & Guest Relations, Opus One Winery

3.Your Frontline Hates CX: Here’s What To Do About It
Sarah Simon, VoC Consulting Director, Confirmit

4.Hidden ROI in Your CX Initiatives
Speaker to be named, inMoment

5. How Why'd Is Your Customer Experience Gap?
Doug Roerden, Vice President for User Experience Design Strategy, Fidelity Investments

6. The commoditization of data: Why agile customer insight is the new gold standard for decision makers
Jenna Dorman, VP Business Development Tech and Telecom, Vision Critical

7. It’s Not Brain Surgery: Improving Customer Relationships, Profitability, and Capability with Mobile Merged Reality and Virtual Presence
Dr. Bart Guthrie, Neurosurgeon, University of Alabama at Birmingham

8. Be Where Your Customers Are: How To Use Mobile And Social Tech To Enhance CX
Marty Ciszon, Digital Servicing | Senior Manager, Discover

9. High Frequency CX:  How Lighter, Better and Frequent Experiences Empower Consumers and Engender Positive Sentiment
David Embree, Product Owner – Mobile & Guest Experience, Lululemon

If you are interested in leading a roundtable during this time, please be in contact with Harvey Golub, at Harvey.golub@wbresearch.com
 Karen Kallet
Karen Kallet
Chief Digital Officer
BofI Federal Bank
Mrs. Kallet has served as the Chief Digital Officer, SVP Marketing of BofI Federal Bank – Bank since February 2014. Prior to joining the Bank, Mrs. Kallet was CMO- Chief Marketing Officer for DrWeil.com and was Senior Director of Marketing at DeVry Inc., heading marketing and lead generation for the Carrington Colleges Group. Prior she was Vice Pr ...[Read More]

 Christopher Barefoot
Christopher Barefoot
Communications and Guest Relations Vice President
Opus One
Christopher joined Opus One in July of 2013 as Vice President of Communications and Guest Relations with responsibility for all communications, hospitality and events at the winery.

In keeping with the Founders’ desire for absolute wine quality, he believes that the customer’s experience at the winery is also a reflection on the w
...[Read More]

 Doug Roerden
Doug Roerden
User Experience Vice President
Fidelity Investments
Doug Roerden is Vice President for User Experience Design Strategy at Fidelity Investments, where he joins business, technology, and design partners to lead the customer experience for financial services. With over 25 years pursuing user experience strategy, his practice spans early personal computing through today's digital worlds for non-profit, ...[Read More]

Sarah Simon
VoC Consulting Director
Confirmit

 Marty Cizson
Marty Cizson
Digital Servicing | Senior Manager
Discover
Marty is a digital evangelist who has held a variety of digital leadership roles in his time at Discover including digital migration strategies, web customer experience improvements, mobile app feature development, mobile payments, and more. Currently, Marty is leading the transformation of Discover’s digital servicing platforms.

M
...[Read More]

 Brennan Wilkie
Brennan Wilkie
SVP, Customer Experience Strategy
InMoment
Mr. Wilkie’s leadership in customer experience strategy includes the vision and content creation for world-class programs, unique consumer insights, and competitive differentiation through VoC innovation. He has consulted with hundreds of brands, including C-level executives at Fortune 500 companies, to ensure the successful design and implementati ...[Read More]

 David Embree
David Embree
Product Owner – Mobile & Guest Experience
Lululemon
David Embree is a high-growth consumer sports & technology founder and businessperson.

Prior to joining lululemon Athletica, David was the Founder and CEO of Athletepath – a social networking platform for athletes, and disruptive ticketing platform for events. Launched in 2011 Athletepath grew to connect millions of athletes while p
...[Read More]

 Jenna Dorman
Jenna Dorman
VP Business Development Tech and Telecom
Vision Critical
Jenna Dorman heads up Vision Critical’s technology sales team. An experienced leader and client-focused professional, Jenna has 11+ years of experience helping tech and telecom companies better understand what their customers want. Jenna has a bachelor of Commerce from the University of British Columbia, and currently resides in Vancouver, Canada. ...[Read More]

 Bart Guthrie
Bart Guthrie
Neurosurgeon
University of Alabama at Birmingham
Bart is a recognized leader in the development of translational technology aimed at improving patient care and holds several patents in the field. He developed OmniSite, a computer-based image-guided neurosurgical system currently licensed to Integra Lifesciences Corporation (NASDAQ: IART). He also directed development of the technology for, and wa ...[Read More]

5:25 PM Pacific Poolside Cocktail Reception

Enjoy panoramic views of the Pacific Ocean, some delicious cocktails and company of new friends during our Pacific Poolside Cocktail Reception.

6:25 PM End of Day Two