NGCX 2019

March 25 - 27, 2019

Hyatt Regency Indian Wells, CA

Day One: Today’s Experience: Understanding Your Customer’s Current Journey

7:45 am - 8:45 am Continental Breakfast & Registration in the Solutions Zone

8:45 am - 9:00 am Welcome Remarks & Opening Ice Breaker

Elizabeth Robillard - Event Director, Worldwide Business Research
Join program director Elizabeth Robillard as she kicks off day one of the conference.
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Elizabeth Robillard

Event Director
Worldwide Business Research

9:00 am - 9:10 am Chairperson's Opening Remarks

If you are interested in presenting during this time, please contact Harvey Golub at 646-200-7527

Join this eye opening starting keynote with Marriott’s David Kepron. His session will be tying together the creative imperative with the proclivities of an emerging customer in a digitally enabled world and will put the “why” digital creating and placemaking will be a powerful tool to engage emerging guests of a digital future.

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David Kepron

Vice President, Global Design Strategies, Distinctive Premium Brands
Marriott International

9:35 am - 10:00 am Keynote: It’s Not One Size Fits All: Do Your CX Initiatives Fit With Your Company’s Goals?

Geriel Thornburg May - Worldwide Head of B2B and B2C Customer Experience, Lenovo
There is no “school solution” for great CX organizations.  No “plug and play.”  No “out of the box.”  No “one click.”  Customer experience programs are highly contextualized within industries and company cultures.  Successful CX leaders take the cues of their organizations’ strengths to prioritize which CX focus area is most critical and which must come first.  Whether it’s measurement, employee experience, brand value, customer insight, or something more foundational, like refining operational capabilities, effective CX organizations will be custom-built.  In this session we will discuss how to:
•       maximize the burgeoning customer-centricity alive in your organization
•       foster the growth of next-level capabilities that equate to value for your customers  
•       take calculated, early risks on behalf of your customers while you hone your capabilities for quick, actionable insight  
•       plan and earn approval for the budget you will need to win for your organization and for your customers.  


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Geriel Thornburg May

Worldwide Head of B2B and B2C Customer Experience
Lenovo

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. 

  • Who are your customers and who is listening to them? 
  • What should you be listening to, when should you be listening to it and how are you collecting what you hear? 
  • What are best practices for bringing together the people that collect these things
  • What are other ways to capture customer feedback outside of surveys? 
  • Can you reach out to customers proactively for these insights before they come to you?
  • How do you store this feedback? 
  • How are you leveraging existing resources and sources of feedback before further investment?
  • How do you decide what customer complaints to respond to? 
  • Can you easily communicate progress on the most frequent pain points to your whole customer base?
  • How do you stay up to date with what your customers want?
  • When you think about great insights, what do you think of?  


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Cecelia James

Director, Voice of the Customer Insights
AARP

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Shannon Martin

Senior Director, Global Customer Experience Operations
HomeAway

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Kristi Langdon

Head of Customer Experience
Daimler Trucks

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Garred Sheppard

Customer Insights And Analytics Manager
1-800 Contacts

Shuchi Khurana

Director, Voice of Client & Customer Experience
Northwestern Mutual

10:30 am - 10:40 am PANEL REMIX Part Two: Creating a Grassroots Voice of the Customer Program

After 30 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.


10:40 am - 11:20 am Opening Refreshment and Networking Break In The Solutions Zone

Join your fellow attendees for the first networking break of NGCX 2019 in the Solutions Zone!


General Session

11:20 am - 11:45 am Fireside Chat: Reimagining the Experience of Flying with WestJet
Louis St. Cyr - VP of Guest Experience, WestJet
How do you re-imagine the experience of flying? Certainly not always thought of as a pleasant experience, how did Louis St. Cyr and his team at WestJet learn what their customers wanted while flying? And how did that translate to updates across their entire fleet of airplanes? Join this fireside chat to hear how this all happened and what the results of these updates have been.

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Louis St. Cyr

VP of Guest Experience
WestJet

Have you ever stopped to think about how companies like Casper or Warby Parker came into being? Who noticed the need for disruption in the clunky and old fashioned mattress and eyeglass industries and decided that they should do something about it? And what are the next big industries to be reinvented? The toys we play with? The food we eat? What about how we get our mani/pedis?

What are the benefits of starting with an unrequited consumer need and building the future from there? If you’ve ever thought about these questions and wanted to hear answers from entrepreneurs who saw such a need and built businesses around them with input from their customers along the way, then this panel is THE session for you.

We will be bringing together innovators and pioneers from industries that brought products to market that were built exclusively with the customer in mind at every step, from product ideation to development to testing and then through to pre and post sale.




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Kendra Shimmell

Head of Service Design
Capital One

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Jozef Brodala

User and Community Relations
Forza Football

Sarahjane Sachetti

CMO
Collective Health

General Session

12:25 pm - 12:50 pm Keynote Fireside Chat: Powering the Customer Experience Machine: Listening, Strategizing, Designing, Measuring
Heidi Munc - AVP User Experience, Nationwide
CX should be a continuous improvement engine enterprise wide. Your customer should be listened to, you should be able to take that data you receive and strategize what to improve, design that experience, roll it out and then measure it’s effectiveness. Getting to this point requires organizational transparency, buy in and enthusiasm for CX as more than just a shiny object. Join this session to hear how to get this buy in and really set up your continuous customer experience machine:
•CX should be a continuous improvement engine enterprise-wide 
•Your customer should be listened to, you should be able to take that data you receive and strategize what to improve, design that experience, roll it out and then measure it’s effectiveness
•Getting to this point requires organizational transparency, buy in and enthusiasm for CX as more than just a shiny object
•After you get to this point and can start showing results, there are lot more possibilities for your role and your department


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Heidi Munc

AVP User Experience
Nationwide

Industry Breakout Roundtables

11:20 am - 12:05 pm Retail: From Insights to Action: Gathering the Right Insights and Actually Doing Something With Them
Sarah Beachler - Director, Client Experience and Market Research, Sephora



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Sarah Beachler

Director, Client Experience and Market Research
Sephora

Industry Breakout Roundtables

12:05 pm - 12:40 pm Healthcare: Identifying the Moments that Matter
Valerie Elliott - Director, Sales Processes, Customer Experience and Quality, Fisher Healthcare- Thermo-Fisher Scientific



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Valerie Elliott

Director, Sales Processes, Customer Experience and Quality
Fisher Healthcare- Thermo-Fisher Scientific

12:50 pm - 2:00 pm Luncheon For All Attendees




Track A: Turning the Voice Of Your Customer Into Actionable Insights

2:00 pm - 2:10 pm Chairperson’s Opening Remarks
If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7464

Track A: Turning the Voice Of Your Customer Into Actionable Insights

2:10 pm - 2:30 pm Case Study: Can You Provide Your Customer With What They Want Before They Ask for It?
Samuel Carrington - Service Design Manager, Lyft
Given the staggering amount of data being collected from your customers, there should be something you can do to take that data and turn it into strategic prescriptive plans that will streamline the customer experience without the customer even knowing. Rather than just constantly reacting to complaints from your customers, this session will discuss how you can be moving from lagging indicators to leading indicators:
•Get beyond the ‘problem whack-a-mole’ world by moving from lagging indicators to leading indicators
•Create an intentional, designed experience with the right controls
•Strategies for tracking and mapping those controls and getting employees connect to the metrics
•Implementing an accountability model to incent the experience going well the first time!
•Managing with leading indicators ongoing


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Samuel Carrington

Service Design Manager
Lyft

Track A: Turning the Voice Of Your Customer Into Actionable Insights

2:30 pm - 2:50 pm Case Study: Extending Customer Experience Beyond the Customer
Katrina Schiedemeyer - Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation
Oftentimes we focus deeply on ensuring our customer’s experience is outstanding, but oftentimes forget our employees and suppliers depend on us to provide them with the same exceptional experience. During this session you will learn how to improve extend your CX program to retain top talent and preferred supplier status.


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Katrina Schiedemeyer

Senior Manager, Global Quality and Continuous Improvement
Oshkosh Corporation

Track A: Turning the Voice Of Your Customer Into Actionable Insights

2:50 pm - 3:00 pm Innovation Spotlight
If you'd like to present a demo during this time period, please reach out to Harvey Golub at harvey.golub@wbresearch.com

Track A: Turning the Voice Of Your Customer Into Actionable Insights

3:00 pm - 3:30 pm Panel REMIX Part One: The Future of Feedback: How to Glean the Insights You Need from Today’s Busy Consumer
Lynn Franz - Director of Insights and Strategy, Land O'Lakes Suzie Dieth - Director of Customer Experience, Reliant, an NRG Company
•Thinking about today’s customer and imagining how they would like to provide feedback
•Coming up with surveys that fit into your customers lives if you want to survey customers
•How many questions will you ask them- what will the questions consist of? Is it possible to determine their emotions surrounding an experience via survey?
•Looking into other sources of feedback- phone feedback, social media feedback, etc to figure out what you can glean from those interactions
•Taking all of this data across the org and aggregating it into useful insights 


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Lynn Franz

Director of Insights and Strategy
Land O'Lakes

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Suzie Dieth

Director of Customer Experience
Reliant, an NRG Company

Track A: Turning the Voice Of Your Customer Into Actionable Insights

3:30 pm - 3:40 pm Panel REMIX Part Two: The Future of Feedback: How to Glean the Insights You Need from Today’s Busy Consumer
After 30 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.

Track B: Customer Service and Support

2:00 pm - 2:10 pm Chairperson’s Opening Remarks
If you are interested in presenting during this time, please contact Harvey Golub at  646-200-7464

Track B: Customer Service and Support

2:10 pm - 2:30 pm Case Study: Using Artificial Intelligence for Customer Service and Support
Jake Petersen - Vice President, Customer Experience, MoviePass
AI technology and machine learning are helping companies drive efficiency, save money, find new sources of revenue and create a competitive advantage. Everything from chatbots that make intelligent decisions on what stock you should buy to powerful backend analytics processors that can predict your customers next move are possible. Join this session to hear how Jake Petersen of MoviePass is using AI to support customer service within his organization

Jake Petersen

Vice President, Customer Experience
MoviePass

Track B: Customer Service and Support

2:30 pm - 2:50 pm Case Study: Metrics at the Intersection of Technology & People: How to Drive Measurable Success
Chris Hoffman - Head of Customer Care, Helix
  • Measure meaningful metrics as customer experience evolves at the speed of technology
  • Sustain organizational culture with growth
  • Establish a scalable structure to maintain customer success
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Chris Hoffman

Head of Customer Care
Helix

Track B: Customer Service and Support

2:50 pm - 3:10 pm The Future of Customer Service in the Era of Social Messaging & Artificial Intelligence
Joshua March - CEO, Founder, Conversocial

With the explosion of Social Messaging, it’s crucial that brands take advantage of all the tools at their disposal if they want to deliver effective customer service, while driving a lower cost-to-serve. With the huge shift from public to private messaging today, forward-thinking brands need to initiate customer conversations on brand properties and creating a seamless and continuous conversation that allows them to scale, drive customer satisfaction and increase brand loyalty.
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Joshua March

CEO, Founder
Conversocial

Track B: Customer Service and Support

3:10 pm - 3:40 pm Panel REMIX Part One: Omnichannel Support: Meeting Your Customer In the Right Place and At the Right Time
Chris Hoffman - Head of Customer Care, Helix
•How do you better understand the ways your customer likes to receive help? 
•What channels do you put more resources behind? Or do you treat them all equally? 
•Are all of the channels manned by humans or some by robots?
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Chris Hoffman

Head of Customer Care
Helix

Interactive Workshop Track

2:00 pm - 2:50 pm Workshop 1: The Art of Journey Mapping: Identifying Pain Points and Opportunities
How do you create a legendary customer experience?  You take away the irritants PLUS innovate and surprise your customers with an experience that is better than expected. There's no better way to uncover these tactics than by completing a Customer Journey Map. Often this can seem like an onerous and expensive task.  It doesn't have to be. In this fast paced workshop you'll learn how to simply and efficiently run your own Customer Journey mapping session that will help you drive innovative solutions and also drive the waste out of your process.   Filled with real case examples and hands-on exercise, participants will:
•Understand the types of journey maps you can do and when to do what kind
•The "tools" and "who" you need
•Conduct a mini Journey Mapping Session
•Leave as a Journey Mapping Maven

Speaker to be named, Pitney Bowes

Interactive Workshop Track

2:50 pm - 3:40 pm Workshop 2: Using Design Thinking to Take CX to the Next Level
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.


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Doug Roerden

Head of Experience Design
Doug Roerden Design

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Josephine Holmboe

Creative Director, User Experience
Fidelity

3:40 pm - 4:20 pm Coffee Cheers with Your Peers Networking Break In The Solutions Zone

Join attendees in the solutions zone for a relaxing break and cup of coffee after a full day of content and networking.

4:20 pm - 5:20 pm CX Technology Roundtable Discussions

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. 
·· Take a deep dive into a niche topic in an informal setting moderated by one of our cutting edge vendor partners
·· Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 30 minutes

1. Voxpopme Roundtable
Speaker to be named, Voxpopme
2. Good Data Roundtable
Speaker to be named, Good Data
3. From Insights to Action: Giving Your Customer’s Feedback a Purpose
4. From Angry Customer Diffuser to Value Center: What is the Future Potential of Your Contact Center?
5. Closing The Feedback Loop: Acknowledging Your Customer’s Experiences
6. CRM Success: What’s Possible When This Technology is Used Correctly
7. Getting Started with Chatbots: Will they Work For You?
8. Identifying the Moments that Matter
9. CX’s Role in Improving Mobile Experiences
10. Community Building: The Secret to Becoming a Cult Brand
11. Building Your Roadmap to Digital Transformation: Working with IT Become More Customer First
12. CX’s Role in Making Your Brand Second Nature

If you are a CX technology provider and are interested in leading a discussion during this time, please contact
Harvey Golub at 646-200-7464

5:20 pm - 6:20 pm Wine Country Wind Down Cocktail Reception in The Solutions Zone

Join your fellow attendees for our first reception featuring California wines in our solutions zone