NGCX 2018

March 27-March 29, 2018

JW Marriott Phoenix Desert Ridge Resort & Spa

Contact Us: 1.888.482.6012

Day Three: Keep Them Coming Back For More: Building Brand Equity Using CX

8:00 AM - 8:40 AM Continental Breakfast

Elizabeth Robillard

Elizabeth Robillard

Event Director
Worldwide Business Research

8:55 AM - 9:05 AM Chairperson's Opening Remarks

Cutting Edge Solution Provider to be Named

9:05 AM - 9:25 AM Keynote: You’ve Got Your NPS Scores and Feedback, What Do You Do Next?

Nicole Ball, Head of Marketing Strategy,, Capital One Investing

• What is a successful NPS system?
• How do you create a culture focused on NPS?
• Example of NPS feedback driving change to improve the CX

Nicole Ball

Nicole Ball

Head of Marketing Strategy,
Capital One Investing

9:25 AM - 9:55 AM Case Study Remix: Getting to the Heart & Soul of Your CX

Doug Roerden, Head of Experience Design, Doug Roerden Design
As computers rapidly approach the capacity of our human brains and organizations grapple with where to augment and automate, those of us who drive customer experience must embrace the even bigger, more holistic picture, where heart, soul, and mind drive customer behavior.

Getting to market more quickly depends upon breaking down larger initiatives into smaller tasks, which is key, yet it can be too easy to lose sight of a whole that is greater than the sum of its parts. Let’s help guide CX executives and other professionals to consider heart, soul, and mind together, so that we can better build and retain relationships with customers, provide experiences to support those relationships, and provide rich and deep value to our customers.

Doug Roerden

Head of Experience Design
Doug Roerden Design

9:55 AM - 10:15 AM Keynote: From WHAT THE?! To WOW! Creating Amazing Interactions to Drive Transactions

Peter Finter, Senior Vice President, Chief Marketing Officer, Couchbase
In the digital era, people have high expectations for their buying experience and low tolerance for experiences that are anything but spectacular – whether it’s in person, on the web, or on a mobile device. Companies face increasing demands to deliver fast, personalized, and context- and location-aware buying experiences while simultaneously managing growing volumes of users and data. These pressures create a new set of requirements for the foundation on which mission-critical data traverses. By overcoming these challenges, businesses can build engaging, responsive, and scalable web, mobile, and IoT applications.
In this session, attendees will learn how to:
· Deliver engaging customer experiences at every touchpoint
· Speed time to market and competitive innovation
· Easily accommodate surges in demand and volume
· Quickly adjust to product and pricing changes
· Provide personalized recommendations in real time

Peter Finter

Senior Vice President, Chief Marketing Officer

10:15 AM - 10:35 AM Case Study: CULTURE: Enables or Detracts from Your Customer-Centric Growth Lessons from The Pinwheel

Terry Cain, Author, The Pinwheel Steve Church, Author, The Pinwheel

Terry Cain

The Pinwheel

Steve Church

The Pinwheel

10:35 AM - 11:00 AM Morning Refreshment & Networking Break

11:00 AM - 11:20 AM Case Study: Blending ‘The Tortoise and The Hare’ to Stay Agile in Customer Connections

Jennifer Knecht, Vice President of Marketing & Communication, Immanuel Senior Living
The old adage that competition is getting stronger seems to heighten in complexity and ferocity as technology has sped up product innovation and delivery. Seemingly overnight small companies are overtaking dominant brands leaving marketing executives shaking their heads as they watch competitors zoom past. The friendly greetings from your sales and marketing team and standard advertising campaign that several years ago easily translated into new customers requires a customer-centric and agile strategy. Join growth catalyst veteran, Jennifer Knecht, as she guides you through the SMARTInnovation(TM) process of leveraging customer-centric data and the creation of customer advisory boards to keep your sales and marketing team on the cutting edge of growth. Walk away:
• Learning what SMARTInnovation(TM) is and how you can apply it to your marketing and sales strategies today
• Ready to implement or revolutionize CABs to connect and monitor what customer’s really want and will buy
• Armed to build new KPIs to measure and adjust in real-time, keeping your sales team from getting overtaken by competitors

Jennifer Knecht

Jennifer Knecht

Vice President of Marketing & Communication
Immanuel Senior Living

11:20 AM - 11:40 AM Case Study: Lean, Agile, Flexible: How Your Legacy Brand Can Apply Startup Principles

Katrina Schiedemeyer, Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation
It’s not always easy for large and established companies to move quickly, despite the threats from newer and more agile startup brands. But, if legacy brands can’t learn how to keep up with the times, they will be left
• How are companies applying lean start up best practices to their product ideation?
• Looking at the ways that legacy brands are by-passing one to two year product development cycles for shorter prototyping
• How institutions can be using innovation labs to bring customer insight into these agile product development cycles
• Potential drawbacks and challenges that present themselves when larger unwieldy companies try to operate this way

Katrina Schiedemeyer

Senior Manager, Global Quality and Continuous Improvement
Oshkosh Corporation
Primary Market Roundtables:

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 30 minutes

1. Developing Empathetic Communication
Adey Betre Patient Experience Manager, The Johns Hopkins Hospital
2. Attracting Brilliant UX and CX Talent to Your Organization
Stacey Messier, User Experience Design Senior Director, Liberty Mutual NEW
3. Establishing Cross Functional Alignment for CX Success
Melissa Ferere, Research and Strategy Lead, Insights and Design, METLIFE
4. Perfecting Your Buy Online and Pickup In Store Experience
Mark Smith, Senior Design Lead, Kohls
5. ROI for CX: Can it Be Measured in Dollars?
6. Finding The Right CX Technology

Melissa Ferere

Research and Strategy Lead, Insights and Design
Formerly MetLife

Adey Betre

Patient Experience Manager
The Johns Hopkins Hospital

Mark Smith

Senior Design Lead– CX

12:40 PM - 1:20 PM Lunch for all Attendees

Master Class A

1:20 PM - 2:20 PM Master Class: What’s next in CX: an introduction to chatbot design

Sydney Bee, UX Lead, Bentley University
Conversational user interface have a wide appeal for both consumers users and business enterprises. Many B2C and B2B companies have incorporated chatbots in their mobile strategies with the increasing usage of messaging apps. This presentation will include an introduction of chatbot design, key building blocks, and UX best practices.

• What is a chatbot?
• Use cases
• Chatbot personalities
• Conversation types
• Interaction design
• Use of AI, context, memory
• Steps to build a bot

Sydney Bee

UX Lead
Bentley University

Master Class B

1:20 PM - 2:20 PM Master Class- 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