NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

Rebecca Lessem, Director, Customer Experience Center of Excellence at Con Edison

Rebecca Lessem


Director, Customer Experience Center of Excellence
Con Edison

Check out the incredible speaker line-up to see who will be joining Rebecca.

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Tuesday, March 24th, 2020


2:50 PM Panel REMIX: Making Your Customer Data & Insights More Accessible Across Your Organization

A seamless customer experience across multiple touch-points will only be possible if brands can create a single view of each individual customer. Given the amount of customer touch points, there is a staggering amount of data being collected from the customer at each one. The challenge thus becomes taking this customer data and mapping out each customer’s history of interactions and preferences, thereby understanding the end-to-end customer journey and being able to meet them where they prefer to access your services. AND, making this data that you have on your customer available and digestible for all employees that have a hand in the customer journey. Join this panel to hear how several brands are approaching data transparency and accessibility at their organizations in order to make customer journeys more visible and useful. They will discuss: 

• Is your company aligned on what you should be listening to and why?
• Does everyone within your org have access to the data they need to make strong business decisions? 
o How can you provide them with this access? 
o What barriers are blocking you from getting to data transparency?
• Are you gleaning insights from the data you gather or is it just sitting somewhere? 
o How are you turning data into insights? 
o How are these insights filtered to the departments that need them? 

Day Three: Using What You Know About Your Customer to Foster Loyalty

Wednesday, March 25th, 2020


10:10 AM Keynote: Providing Best in Class CX in the Utilities Industry

At Con Edison, Rebecca's team is engaged win a three year multi-part revision of CX, from governance and structure down to internal and external tools. They are increasing the use of CX analytics in the C-suite, bringing customer effort scores to the forefront, and developing new AI and data platforms to improve their cross-channel journey mapping and predictive analytics. During this keynote session, Rebecca is going to talk us through one particular case study in which customer research from a negative experience was used to make big changes in how, when, and what to communicate to customers.