Track A: Your CX Toolkit
Case Study Revolution: Good Old Change Management- Keeping Your Company Stable and Your Employees Engaged During A Period of Transition
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 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
Track B: Embedding Employee Engagement
PANEL: Mentorship, Rewards or A Bit of Both: What Sustains Employee Motivation?
Director of Customer Experience,
Director of Customer Service,
Executive Director, User Experience Center,
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
• 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 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
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
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>