NGCX 2019

March 25 - 27, 2019

Hyatt Regency Indian Wells, CA

Contact Us: 1.888.482.6012

2018 Agenda Day 1

Day One: Understanding Your Customer’s Journey To Improve Their Experiences

7:40 AM - 8:20 AM Continental Breakfast & Registration In The Solutions Zone

8:30 AM - 8:45 AM Welcome Remarks and Opening Ice Breaker

Elizabeth Robillard, Event Director, Worldwide Business Research

Elizabeth Robillard

Elizabeth Robillard

Event Director
Worldwide Business Research

8:45 AM - 9:00 AM Chairpersons Opening Remarks

Kathleen Jezierski, President & Chief Operating Officer, COPC

Kathleen Jezierski

Kathleen Jezierski

President & Chief Operating Officer
COPC

9:00 AM - 9:20 AM Fireside Chat: Creating Emotionally Engaging Experiences Using The Power Of Storytelling

Jenny Tran, Creative Director, Global Brand Experience, PepsiCo
People don’t engage in experiences with your brand without bringing their own lives with them-their own context, histories, perceptions, emotions and expectations. So what does that mean now? What processes do you use to learn these things about the people you’re creating experiences for? What do businesses have to consider when creating emotionally engaging experiences? Join this fireside chat to hear:

• How can you map the emotional connections that a customer has with your brand?
• What impact does story telling have on these emotional connections?
• Does experiential story telling actually resonate with customers?
• Can you measure a customers emotional connection and use that metric to further your cx agenda?
• How do you use storytelling and emotional connections to improve customer experiences?

Jenny Tran

Jenny Tran

Creative Director, Global Brand Experience
PepsiCo
Creating genuine emotional connections with your clients and customers is not only key to driving loyalty, but it’s also essential in creating brand advocacy and passion. Transparency, authenticity and an element of fun sounds simple enough to achieve, yet countless brands still struggle in this arena. This session will articulate how customer experiences and effective brand storytelling can become your organizations key differentiator. Panelists will discuss:

• Coming to terms with the fact that sometimes, the more fun you have the more people want to engage with you
• How to bring that aspect of your brand to your customer at scale
• How can marketing and CX work together to make your brand connect emotionally with customers?

Christine Kettmer

Christine Kettmer

Senior Director, Customer Experience & Innovation
Marriott International
TJ Stein

TJ Stein

Head of Customer Experience
MeUndies
Steve Piehl

Steve Piehl

Principle
Authentic CX
Aaron Bata

Aaron Bata

Head of Customer Experience (CX)
Tuft & Needle
Mahesh Ram

Mahesh Ram

CEO
Solvvy

9:55 AM - 10:30 AM Morning Refreshment & Networking Break In The Solutions Zone



The changes you make to your customers experience are only as good as the insights you receive from them. And you only receive good insights if you are truly listening to everything their saying. This can often involve a whole team of VoC masters who know what listening posts to be pulling insights from and how valid the insights are that they pull from those posts. Join this panel REMIX to hear more about the following points.

After 35 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups.

• What should you be listening to, when should you be listening to it and how are you collecting what you hear?
• How do you decide what customer complaints to respond to?
• What are other ways to capture customer feedback outside of surveys?
• How are you leveraging existing resources and sources of feedback before further investment?
• Is it possible to streamline the constant influx of feedback so that it can be digested and acted upon?
• Can you easily communicate progress on the most frequent pain points to your whole customer base?

Adey Betre

Adey Betre

Patient Experience Manager
The Johns Hopkins Hospital
Sam Sherwin

Sam Sherwin

Senior Manager, Voice of Customer Insights
Cars.com
Ann Marie Cilley

Ann Marie Cilley

Director, New Ventures Experience Design
Goodyear

Laura Vigliotta

Senior Manager, VoC
AARP

11:15 AM - 11:35 AM Case Study: Get it Right: Compete and Win on Customer Experience (CX)

Eric Feinberg, VP of Marketing, ForeSee
In this session, ForeSee will reveal the top 50 global retailers as measured on CX, NPS, and brand reputation. Through analysis of our data— gathered from 40,000 shoppers for our annual ForeSee Experience Index—you’ll learn:

• What matters most to customers on every channel
• How the new customer journey is changing retail strategies
• Who’s winning and losing with retail CX
• Why customers support—or abandon—stores and brands
• You’ll come away with data-driven insights for getting CX right—for customers and the business—and be better prepared to
advocate for CX in your organization.


Eric Feinberg

Eric Feinberg

VP of Marketing
ForeSee

11:35 AM - 12:10 PM Case Study Remix: Gut, But, and So What? Gathering the Right Insights and Actually Doing Something With Them

Ann Marie Cilley, Director, New Ventures Experience Design, Goodyear
During this hands on session, Ann Marie Cilley will be walking us through her ‘Gut, But and So What? Test. Over 25 years of creating customer centric products and services, she created this test to make sure that customer insights were being used properly within a company. She has a gut instinct, but makes sure to test it on consumers and put what she learns into action.
Learn how she acts on this test in her day to day role and walk away having learned how to:

• Look at trends in your data to pinpoint where customers tend to need you most
• Create strategies around how to reduce customer effort in those areas
• Design new experiences with this data in mind to further alleviate pain points
• Don’t fall into the old trap of customer experience and try to anticipate what is coming from the customer
• What tools or programs can you be using to help pull data, analyze it and put strategies into action?

After 20 minutes of hearing from the Ann Marie, audience members will be asked to discuss a related follow up question in small groups


Ann Marie Cilley

Ann Marie Cilley

Director, New Ventures Experience Design
Goodyear

12:10 PM - 12:30 PM Case Study: Enabling BRP CX Operations With Artificial Intelligence

Dr. Narjès Boufaden, CEO, Keatext Myshka Sansoin, Customer Experience Specialist, Bombardier Recreational Products
While data about customers is overflowing from multiple channels, organizations like Bombardier Recreational Products are leveraging AI to get a complete, accurate and timely overview of their customer experience. Discover how AI enables streamlining several departments and making the right decisions to manage a product safety recall. Your takeaways:
• Consolidating a 360 view of how customers and business partners expect you to address their concerns;
• Communicating factual customer information to your stakeholders to align on a CX action plan;
• Measure results over time and prove the true value of CX recommendations.


Dr. Narjès Boufaden

Dr. Narjès Boufaden

CEO
Keatext

Myshka Sansoin

Customer Experience Specialist
Bombardier Recreational Products

12:30 PM - 12:55 PM Case Study: A Personalized Approach to Maximizing Patient and Customer Engagement

R. Henry Capps, Jr MD FAAFP, SVP and COO Physician Network, Novant Health , ,
One of the most critical aspects to delivering remarkable care comes through engaging patients with their needs and preferences. As a result, Novant Health has developed an innovative strategy that emphasizes caring for our patients by caring for our team members as a part of a newly introduced People Credo. Additionally, Novant Health has developed many other initiatives that support an emphasis for remarkable patient care, including an innovative online patient experience, a system-level human experience innovation council, and an electronic patient family advisory council. Each is dedicated to meeting patients where they are and maximizing their engagement in their own healthcare journey.

Firstly, presenters will outline a strategy for developing a dedicated human experience innovation council, which is a group that focuses on enhancing the patient, family, and team member experience from an operational perspective.

Secondly, attendees will learn how to initiate and develop an electronic patient family advisory council (ePFAC) to ensure the patient’s voice as a consumer is heard. Of course, without patients, the healthcare industry would not exist, and this is one of the primary reasons it is so critical to understand the role of the patient as a consumer. The growing power of consumerism
is forcing healthcare organizations to not only deliver quality healthcare but to deliver quality healthcare in an innovative, affordable, and convenient manner. As a result, Novant Health has looked to develop a strategic approach around its patient engagement strategies to meet the consumer demand. By leveraging technology to obtain patient feedback rather than traditional in person advisory groups, we aim to tap into more diverse patient populations, including millennials, to further incorporate the voice of the patient across our healthcare continuum. As a result, Novant Health is able to create a more personalized and authentic relationship for its patients based on their needs and preferences.

Novant Health has been actively engaging with our patients to ensure we remained aligned with their expectations. This is a critical approach considering the future of health care will be heavily focused on collaboration and will continue to focus on the outcomes that matter most to the patient. We want to challenge others to think bigger and use technology to empower human connections instead of allowing technology to become the focus of patient experience.


R. Henry Capps, Jr MD FAAFP

R. Henry Capps, Jr MD FAAFP

SVP and COO Physician Network
Novant Health

General Session

12:55 PM - 2:00 PM Lunch for all Attendees



Private Lunch

12:55 PM - 2:00 PM Private Lunch Hosted by IBM

*By Invite Only*

These workshops are meant for those who are either just starting out on their CX journey or want a refresher course in the basics

TRACK A: Nuts and Bolts Workshops

2:00 PM - 2:50 PM WORKSHOP: Creating a Customer Journey Map: Understanding the Basics

Stacey Messier, User Experience Design Senior Director, Liberty Mutual
• 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

Stacey Messier

Stacey Messier

User Experience Design Senior Director
Liberty Mutual

TRACK A: Nuts and Bolts Workshops

2:50 PM - 3:40 PM WORKSHOP: Enlightening Your Back Office Employees to the Value of CX

Barbie Fink, CCXP, Director, Customer & Employee Experience, Adobe Systems Jill Lengre, CCXP, Senior Manager, Customer and Employee Experience Strategy, Adobe
• How to establish training programs on key CX principles that can be taken by any one at the organization
• Identify business leaders in various departments to take these trainings first so they can act as ambassadors for customer experience efforts and lead the charge for the rest of the company to get involved
• Provide actionable takeaways from these trainings so that those who have gone through it can make new strides for customer experience in their departments right away

Barbie Fink

Barbie Fink

CCXP, Director, Customer & Employee Experience
Adobe Systems
Jill Lengre

Jill Lengre

CCXP, Senior Manager, Customer and Employee Experience Strategy
Adobe

These workshops are meant for those who have established CX departments, goals and roadmaps and are looking to take the next step

TRACK B: Moving On Up Workshops

2:00 PM - 2:50 PM WORKSHOP: Design Thinking Next Steps: Using Design Thinking to Drive CX Strategy

Doug Roerden, Head of Experience Design, Doug Roerden Design Josephine Holmboe, Creative Director, User Experience, Fidelity
Take your Design Thinking skills to the next level and into the future. In this interactive workshop, you will work from scenario- and persona-based challenges to prepare for the ambiguous and uncertain world of increased machine learning, augmentation, automation, and other technologies...regardless of your business or industry. You will develop rapid ideation skills to unleash high-level innovation quickly. Through experiential learning in your impromptu team, you will build the skills needed to swiftly generate ideas that fuel your imagination and that of your team, for a whole that is even greater than the sum of its parts

Doug Roerden

Doug Roerden

Head of Experience Design
Doug Roerden Design
Josephine Holmboe

Josephine Holmboe

Creative Director, User Experience
Fidelity

TRACK B: Moving On Up Workshops

2:00 PM - 2:50 PM WORKSHOP: Driving, Democratizing And Scaling CX Innovation

Steve Meth, Chief Experience Officer, Prime Healthcare
• How can you foster innovation at your organization and make it more accessible to all employees?
• How can you think like a lean start up and help to create an environment that encourages people to think outside the box, iterate quickly, and keep pushing customer experience forward?
• How can you scale experience across a large organization with many touchpoints or locations and make sure that it stays flawless as it scales?

Steve Meth

Steve Meth

Chief Experience Officer
Prime Healthcare

This invite only group discussion track is only for heads of CX and CMOs only. The topics covered are for those who are far along in CX maturity. Specifically designed for those CX pros that have seen it all and are looking to shake things up and operate outside the box.

CXO/CMO DISRUPTORS SERIES:

2:00 PM - 2:50 PM SESSION ONE: CX Career Pathing: What’s Your Next Move?

Tabitha Dunn, Vice President, Customer Experience, Concur Technologies
• Given the relatively green nature of the CX practice, what does the ideal career path for a CX practitioner look like?
• Where can your unique skillsets take you?
• Are there other departments within the company where those skills translate?
• Where do you go for mentorship and career coaching if you don’t have an established CX department?

Tabitha Dunn

Tabitha Dunn

Vice President, Customer Experience
Concur Technologies

CXO/CMO DISRUPTORS SERIES:

2:50 PM - 3:40 PM SESSION TWO: Your Perfect Day as a Customer

Nicholas Allen, Head of Design and UX, GE Healthcare
Think, for example, about the next time someone you love visits the hospital, what if you could gift them the perfect visit? What would that look like? Help us design their perfect day in this hands-on workshop; where we will learn how-to conduct a Design Session, by participating in one!
This interactive workshop will provide you with the tools and strategies to:
• Grow your team closer than ever, as they band together to create THEIR perfect experience
• Co-Create with your customers, helping them bring THEIR dreams to reality
• Quickly foster group genius; generating, collaborating and iterating hundreds of ideas
• Vote on and Combine the best ideas, ultimately arriving at your team’s perfect solution
• Complete the session with a detailed product roadmap and High-Fidelity Mockup of the perfect experience

Nicholas Allen

Nicholas Allen

Head of Design and UX
GE Healthcare

3:40 PM - 4:15 PM Afternoon Refreshment & Networking Break In The Solutions Zone



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.

1. Video: The future of communication… the future of CX?
Dave Carruthers, CEO and Founder, VideoCX

2. Next Gen Customer Service - Implementing AI for Customer Facing Interactions
Mahesh Ram, CEO, Solvvy

3. Quest for the holy grail: Correlating your CX program with financial impact
Christine Rimer, Vice President, Product Marketing and Voice of Customer, SurveyMonkey

4. Overcoming your CX Blind Spot with AI
Dr. Narjès Boufaden, CEO, Keatext

5. Get it Right: Compete and Win on Customer Experience (CX)
Eric Feinberg, VP of Marketing, ForeSee

6. Deliver better customer journeys by raising your game in Employee Engagement, Experience, & Enablement (E3)
Dan Brousseau, Director, Customer Experience, West Monroe Partners

7. How to Translate Data Into Visual Insights and Insights into Better CX
LeMonte Gregory, Senior Director of Presales, Stratifyd

8. Omnichannel Deployment Success
Ryan Nichols, General Manager of Zendesk Talk, Zendesk

9. How to Tie CX to Measurable Business Results
Jeremey Dunn, Regional Director – Canada, Verint Voice of Customer Solutions
Raj Sivasubramanian, Director, Voice of Customer Strategy, CCXP, Verint Voice of Customer Solutions

10. Customer Co-creation: Innovating the Customer Experience with Your Most Valuable Brand Fans
David Gardner, VP of Marketing, Chaordix

11. From WHAT THE?! to WOW! Revolutionizing customer engagement in your business
Peter Finter, CMO, Couchbase

Dave Carruthers

Dave Carruthers

CEO and Founder
VideoCX
Dr. Narjès Boufaden

Dr. Narjès Boufaden

CEO
Keatext
Eric Feinberg

Eric Feinberg

VP of Marketing
ForeSee
David Gardner

David Gardner

Head of Marketing
Chaordix
Dan Brousseau

Dan Brousseau

Director, Customer Experience
West Monroe Partners
Peter Finter

Peter Finter

Senior Vice President, Chief Marketing Officer
Couchbase
Jeremey Dunn

Jeremey Dunn

Regional Director – Canada
Verint Voice of Customer Solutions / OpinionLab
Raj Sivasubramanian

Raj Sivasubramanian

Director, Voice of Customer Strategy, CCXP
Verint Voice of Customer Solutions / OpinionLab
Christine Rimer

Christine Rimer

Vice President, Product Marketing and Voice of Customer
SurveyMonkey
Ryan Nichols

Ryan Nichols

General Manager of Zendesk Talk
Zendesk
Mahesh Ram

Mahesh Ram

CEO
Solvvy

5:25 PM - 6:25 PM Beat the Heat Reception in the Solutions Zone

Join your fellow attendees for a reception in our exhibit hall. Enjoy a refreshing signature cocktail while networking over what you've learned in the session room on Day One.