Tuesday, Nov. 1, 10-11:30 a.m. PDT

Smart Customers + Digital Innovations: The New World of Customer Experience

Customer experience innovation is being driven by near universal access to digital devices - web, smartphones, apps and more. And it's making customers "smarter" than ever, dramatically changing the ways that companies need to think about customer experience in the short years ahead. So what happens when customers eager to embrace digital innovation interact with companies whose digital and customer experience strategies don't take this into account?

Featured Speaker: Michael Hinshaw, Managing Director of MCorp Consulting

Michael Hinshaw is Managing Director of Mcorp Consulting. As an innovative executive, consultant and educator, Michael helps companies improve business performance by transforming the ways they interact with—and "touch"—their customers. With early experience in advertising and design, Managing Director and customer experience strategist Michael Hinshaw has enjoyed a diverse career building, leading and growing businesses, with an emphasis on business-to-business, technology, non-profit and financial services.

Tuesday, Nov. 1, 10-11:30 a.m. PDT

Evolving Your Digital Marketing Strategy to Meet Today's Customer Experience Demands

Fact is, 60% of customers will pay more for a better experience, even in a down economy. In today's aggressive on-demand economy, the conversations that are happening around the web multiple manifold in the blink of an eye. Organizations need to rethink their approach to not only meet their customer's needs, but to manage their customer experience across multiple channels, from web to mobile to social media. Join Kevin Cochrane as he shares his insights and experiences on how companies can create and manage compelling customer experience.

Featured Speaker: Kevin Cochrane, VP, Enterprise Marketing, Customer Experience Adobe Systems Incorporated

Kevin Cochrane leads the company’s worldwide enterprise product marketing efforts to enable companies and government organizations to provide engaging business experiences via next-generation customer experience management (CEM) enterprise solutions. Cochrane and his team are responsible for defining Adobe’s enterprise go-to-market strategy and product launch process. He drives organizational readiness, messaging, positioning, packaging, pricing and competitive analysis for the Adobe Digital Enterprise Solutions Business Unit.

Tuesday, Nov. 1, 10-11:30 a.m. PDT

How T. Rowe Price is Striving to Deliver a "Distinguished and Consistent" Customer Experience

Founded in 1937, T. Rowe Price manages hundreds of billions of dollars for individual investors, financial intermediaries and institutions. Providing a differentiated and consistent customer experience across voice and digital channels is paramount. Learn how a small team of professionals is working across the enterprise to build a customer experience strategy that integrates digital and non-digital channels to meet customer preferences. Matherly will also discuss the role of customer journey mapping in building a CX strategy, and why employing a customer experience lens ensures a thoughtful balance between digital and non-digital touch points.

Featured Speaker: Ryan Matherly, VP of Client Experience and Digital Marketing, T. Rowe Price

As head of Client Experience and Digital Marketing in T. Rowe Price's Corporate Marketing division, Ryan Matherly collaborates across multiple lines of business to drive integrated and relevant experiences for a broad array of audiences with a particular focus on digital interactions. Prior to his role with T. Rowe Price, Ryan worked for consulting firms, advertising agencies and start-ups in both the US and Europe.

Wednesday, Nov. 2, 10-11:30 a.m. PDT

Asking the Right CX Questions: Optimizing Your Customer Relationship Survey

Bob Hayes will present best practices for relationship-based surveys for Voice of Customer (VoC) programs. Based on his 20+ years of implementing these types of surveys, Hayes will talk about the primary goal of relationship surveys and propose a set of survey questions that will improve how you measure and improve the health of the customer relationship. His talk will cover four parts of the optimal customer relationship survey: 1) Customer Loyalty Questions; 2) Customer Experience Questions; 3) Competitive Benchmark Questions; and 4) Additional Questions.

Featured Speaker: Bob Hayes, Principal of Business over Broadway

Bob Hayes is founder and Principal of Business over Broadway (B.O.B.). He conducts research on customer feedback programs, customer experience, satisfaction, and loyalty measurement; has published books on these topics (Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty) and provide consultation services to companies to help them improve the customer experience, maximize customer loyalty and accelerate business growth.

Wednesday, Nov. 2, 10-11:30 a.m. PDT

Improving Your Customers' Cross-Channel Journey: Save Money, Make Money

Learn how progressive companies like Sprint are leveraging customer experience analytics to track customer journeys across interaction channels tied to business outcomes, enabling them to identify the paths leading to the most efficient, satisfying, profitable experiences for the customer and the business. Attendees will hear how this innovative holistic approach to analytics is delivering unparalleled improvement including record-breaking JD Power and ACSI improvements, more targeted, effective sales and marketing campaigns and hundred-million dollar cost savings.

Featured Speaker: Lauren Smith, Director of Analytics, ClickFox

As Director of Analytics for ClickFox, Lauren Smith is responsible for delivering customer experience analytics insight and consulting to Fortune 1000 organizations. With deep domain expertise in the telco/wireless and cable industries and a focus on measurement, evaluation and optimization of customer experience, Lauren oversees a team that analyzes customer behavior for over 250 million consumers nationwide across channels including web sites, retail stores, contact centers, chat, mobile applications and more, delivering benchmarking and industry trend research and best practices. Lauren has spoken at several industry events and appeared in several articles in outlets including The Examiner, Destination CRM and InfoWorld.

Wednesday, Nov. 2, 10-11:30 a.m. PDT

How Sprint Leveraged Analytics to Become the Most Improved in Customer Satisfaction

In 2007, Sprint's customer service support was ranked last in many third party customer satisfaction surveys. In 2009, by leveraging cross-channel analytics and implementing creative solutions, Sprint had made the largest improvements in overall customer satisfaction compared to any other national wireless competitors in some of these surveys. By 2011, Sprint's rising momentum was noticed by leading independent surveys who honored the company's achievements. Lance Williams will share how technology was used to get a holistic view of customer interactions, to drive needed change. He will share a compelling example of how analytics helped identify new customers at risk for defection, so new processes could be implemented. Lance will also discuss the ROI of customer experience improvements, which reduced churn while also reducing agent calls.

Featured Speaker: Lance Williams
Director of Customer Management, Sprint Nextel

As Director of Customer Management for Sprint Nextel, Lance Williams is a global call center executive leading technology enablement for Sprint's customer management organization. Williams oversees complex enterprise-scale technology deployments in the Call Center environment across Asia, South America, North America & the Caribbean. A certified Project Manager (PMP) with 16+ years experience in call center operations, Lance draws on deep expertise in Analytics, Knowledge Management, CTI, Intelligent Call Routing, IVR Self Service, Agent Performance Management, WFM, QAM, Identity Management and CRM applications and is a multiple US patent holder for technologies that automate daily call center management activities.

Thursday, Nov. 3, 10-11:30 a.m. PDT

Changing the DNA: The Role of Leadership in Creating a More Customer-Centric Culture

Listening to the customer's voice is not enough. Industry leaders must also excel at making change stick. Cameron Karr will share success secrets and examples from her two decades of experience in customer loyalty and Voice of Customer programs. You'll learn the critical role of senior executives to create a customer-centric culture, and how to overcome middle management roadblocks to changing the status quo. Cameron will also reveal the keys to motivating employees to improve the customer experience, including the role of "action management" and celebrating customer success. Finally, you'll get a first-hand look at how Cameron is applying her holistic approach to make Xignite a customer experience leader.

Featured Speaker: Cameron Karr, Vice President, Customer Success, Xignite

Cameron Karr has over 20 years of experience in customer operations and loyalty programs in technology and financial services. Cameron has spent the past decade building and managing global customer loyalty programs in technology firms, where she has successfully combined her six sigma black belt expertise with voice of the customer (VOC) insights to drive measurable results. Prior to joining Xignite, Cameron held executive positions at MarketTools, a leading provider of enterprise feedback management (EFM) solutions. Previously, Cameron spent 12 years at Advent Software, and was senior director of corporate strategy and worldwide customer loyalty at SAP Business Objects where she developed and managed the enterprise-wide customer loyalty program.

Thursday, Nov. 3, 10-11:30 a.m. PDT

Leaders Wanted! Orchestrating a "Touchpoint Symphony" to Stand Out in a Crowded Market

Good news: Business leaders recognize that Customer Experience is important. Bad news: CustomerThink research finds that most companies fail to integrate customer listening from six different dimensions of customer feedback. To make matters worse, about 80% of considered purchase consumer interactions suffer from "touchpoint amnesia," which degrades loyalty and reduces purchase rates. In this session, Bob Thompson will explain how holistic listening coupled with multi-channel orchestration can give a sustainable competitive advantage.

Featured Speaker: Bob Thompson, Founder and CEO, CustomerThink

Bob Thompson is the CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world's largest online community dedicated to customer-centric business. He is a popular keynote speaker, blogger and author of numerous reports, articles and papers on customer-centric strategy, multi-channel interactions, voice of customer, and customer experience success factors.