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 - 9:10 am Welcome RemarksElizabeth Robillard - Event Director, Worldwide Business Research
9:10 am - 9:35 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
9:35 am - 10:00 am Keynote REMIX: What Are You Measuring? A Look at the Metrics that MatterElizabeth Robillard - Event Director, Worldwide Business Research
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?
10:00 am - 10:10 am Keynote REMIX Part Two: What Are You Measuring? A Look at the Metrics that MatterElizabeth Robillard - Event Director, Worldwide Business Research
After twenty five minutes of hearing from our presenter, attendees will be asked to discuss a follow up question in small groups
10:10 am - 10:35 am Keynote: Your Perfect Day: an Amazingly Simple way to InnovateNicholas Allen - Head of Design and UX, GE Healthcare
Inspired by his time with Steve Wozniak (Apple), Sensei Chihiro Nakao (founder of ShingiJutsu), Doug Dietz (found of Menlo), and teachings from IDEO and Standford D-School, learn how Nick has distilled dozens of teachings into an amazingly simple approach to Customer Experience.
Join Nick as he shares stories from India, where a team uses this approach to save the lives of at-risk newborns. Follow Nick’s adventures in Haiti, as he brings world-class education to a remote school with no electricity or internet. Hear how this approach is saving GE Healthcare millions every year, creating award winning products, and helping make the worst part of a patients day become the best part of their day.
Nicholas AllenHead of Design and UX
10:35 am - 11:10 am Morning Refreshment & Networking Break
11:10 am - 11:35 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
11:35 am - 12:00 pm Keynote: Co-Creating with Your Customer: Lessons Learned From Forza FootballJozef Brodala - User and Community Relations, Forza Football
12:00 pm - 12:40 pm Top Obstacles Wrap Up Roundtable Discussions:
Using the obstacles submitted by your peers during our morning ice breaker on Day One, these free flow discussions will be your chance to take a deep dive into the specific areas you came to discuss. Our 8 table topics will be revealed during welcome remarks on Day Two, giving you a full day and a half to pick what out of those eight you believe your top business challenge is. Then, during this session, you will have a chance to participate in a discussion with others who face your same major challenge and come up with some ways to tackle it using the things you’ve learned over the last three days. After thirty minutes of discussing how you plan to tackle your challenge given what you’ve learned, each table will be asked to share what they discussed and what they plan to implement to overcome their obstacles.