March 25 - 27, 2019
Hyatt Regency Indian Wells, CA
Day Three: The Value of CX: Fostering Customer Loyalty and Creating Brand Advocates
8:15 am - 9:00 am Continental Breakfast
9:00 am - 9:05 am Welcome RemarksElizabeth Robillard - Event Director, Worldwide Business Research
9:05 am - 9:20 am Chairperson's Opening Remarks
If you are interested in presenting during this time,
please contact Harvey Golub at 646-200-7527
9:20 am - 9:45 am Keynote: The Concept of Multi-Modal Design: Designing for Many ScreensMarti Gold - Director, User Experience and Design, Connected Vehicle, SiriusXM
Today’s consumers are operating across multiple screens at all times of the day. But what about when they are in
their car? Has your brand thought about the ways that drivers interact within their cars? Join this session with
Marti Gold of SiriusXM as she talks about the future of designing for multiple screens and multiple travelers within a car for the best and safest possible experience.
Marti GoldDirector, User Experience and Design, Connected Vehicle
9:45 am - 10:10 am Keynote: What Are You Measuring? A Look at the Metrics that MatterScott Ewalt - VP, Product and Customer Experience, Boingo Wireless
With tools available to measure customer satisfaction, effort, emotion and promoter score, it’s easy to become caught up and end up chasing the wrong metrics. From a KPI perspective, you might see that you are achieving high satisfaction scores based on your metric of choice, but the customer experience is not, in fact, improving:
•What are you currently measuring?
•Do you find that these measurements are still as useful or does it just seem like looking at these numbers are going through the motions?
•Are you using these numbers to do anything or create new strategy?
•Have you heard of new measurements or are you creating any of your own?
Scott EwaltVP, Product and Customer Experience
10:10 am - 10:35 am Keynote: How to Succeed When 90% of Digital Transformations FailNicholas Allen - Head of Design and UX, GE Healthcare
When 90 percent of digital transformations fail, budgets get cut, and priorities continue to change, learn how falling in love with customers will fuel your team to become relentless customer champions in the midst of constant business challenges. Inspire your team to become the change they wish to see, as Nick shares his journey to Haiti, where he helped bring world-class technology and education to a small town with no electricity or Internet. See how GE has ignited a grassroots army of customer warriors, delivering numerous award-winning solutions: all co-designed with their customers in several self-funded customer design centers.
Nicholas AllenHead of Design and UX
10:35 am - 10:55 am Keynote Fireside Chat: Creating an Emotional Connection with Your Customer to Encourage Brand AdvocacyKatrina Schiedemeyer - Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation
•Where does creating this emotional connection with your customers begin?
oDoes this start with your employees? Your leadership? Can you train on this?
oHow does your fun/engaging voice also engage your internal teams to provide better experiences?
•How does expressing your brand’s voice in a fun way encourage people to engage with you?
•How do your company values allow you to engage customers in a fun way? How does your company culture work to your advantage with attracting customers?
oHow can you balance speed and efficiency while also surprising and delighting?
•How can you surprise and delight your customers at scale when it often seems like surprising and delighting has to be personal and a bit more one on one?
oHow can digital efforts help with this?
•How do you monetize this effort of surprise and delight?
oHow do you measure what effect this has on your business?
oHow do you incorporate this kind of engagement into your business model
•How can marketing and CX work together to make your brand connect emotionally with customers?
Katrina SchiedemeyerSenior Manager, Global Quality and Continuous Improvement
10:55 am - 11:30 am Morning Refreshment & Networking Break
11:30 am - 11:55 am Keynote: Co-Creating with Your Customer: Lessons Learned From Forza FootballJozef Brodala - User and Community Relations, Forza Football
11:55 am - 12:35 pm Panel: Living Up to Your Brand’s Promise and Meeting Your Customer’s ExpectationsDean Evenson - Director Global Ecommerce and Integrated Marketing, Apothecary Products Greg Chase - Corporate Vice President, Guest Strategy and Insights, MGM Resorts
Now more than ever, it’s important to align your brand story, mission and vision with the customer experience. This session will examine the role your brand plays in driving experiences and how to connect your company’s mission and vision to the experience as well. Join this session with Deborah Cornwell from USAA to hear more about:
•Understanding the service or product you provide and how customers react to it
•Coming to terms with your brand’s promise and make sure you are living up to the expectation
•Don’t overpromise and under deliver- no need to be something your customer doesn’t need
•Not all companies are trying to provide delight with their product or service (eg. property insurance), what should they be trying to provide?
Dean EvensonDirector Global Ecommerce and Integrated Marketing
Greg ChaseCorporate Vice President, Guest Strategy and Insights