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

Event Director
Worldwide Business Research

8:45 AM - 8:55 AM Chairperson's Opening Remarks

Cutting Edge Solution Provider to be Named



8:55 AM - 9:15 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

Head of Marketing Strategy,
Capital One Investing

9:15 AM - 9:35 AM Case Study: Keeping up with the Zs: What Marketers Need to Know About Gen Z

Kristen Zavo, Former Director Strategic Projects Eyecare, Luxottica,
• What growing up with complete internet
connectivity has done to the way Gen Z views
the world
• How do Gen Z differ from ‘millennials’?
• How marketers can overcome Gen Z’s
distrust of brands and advertising




Kristen Zavo

Former Director Strategic Projects Eyecare, Luxottica
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.




Josephine Holmboe

Creative Director, User Experience
Fidelity

Doug Roerden

User Experience Vice President
Fidelity Investments

10:05 AM - 10:25 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

Vice President of Marketing & Communication
Immanuel Senior Living

10:25 AM - 11:00 AM Morning Refreshment & Networking Break






11:00 AM - 11:20 AM Case Study: 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
Couchbase

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
behind.
• 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
sprints
• 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. Moving Past the CX Projects and Creating A Long Lasting Vision
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
MetLife

Stacey Messier


Liberty Mutual

Adey Betre

Patient Experience Manager
The Johns Hopkins Hospital

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







Master Class A

1:40 PM - 2:40 PM Master Class: Exploring the Emotional User Experience

Bill Albert, Executive Director, User Experience Center, Bentley University
• Learn the latest techniques to collect and measure emotions related to the user experience
• Understand which emotions play a central role in the user experience
• Appreciate the specific challenges around evaluating and measuring the emotional user experience, and how to overcome these challenges
• Develop a roadmap for your organization to integrate the emotional user experience into your CX strategy




Bill Albert

Executive Director, User Experience Center
Bentley University

Master Class B

1:40 PM - 2:40 PM Master Class- #CXWINS- Listening and Responding to Your Customers on Social Media

• Knowing what your customers are saying and where they are saying it
• Identifying what social channels have the most impact on your brand and make the most sense for you to monitor
• Going from aggregating customer feedback to engaging in conversations with them
• Meeting your customers everywhere they are 24/7