Agenda - Execs In The Know

CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Speaker Faculty
Featured Speakers
Tim Hickler
VP WW Customer
Service
Amazon
David Mingle
Executive Director, GMNA
Customer Experience
GM Global Customer
Experience Group
Kirsty Traill
VP Customer
Support
HootSuite Media Inc
Michelle D. Babb
Process Technology
Manager
Harley-Davidson
Christian Jensen
Director - Digital Commerce
Customer Care
Kohl’s
Carol Brolley
Vice President of Operations
Global Business Services
UPS
Jeff Bostwick
Director Global
Service Delivery
Xbox
RegisterToday
Phone (204-953-3930) or (toll-free 866-991-3555)
Email: [email protected]
Web: www.customerresponsesummit.com
Michele Watson
VP Customer Care
Wal-Mart
eCommerce
LeAnne Crocker
Global Contact Centers
Learning Development
Hyatt
THANK YOU
to the 2014 Advisory Board
Janet Bailey
Director, Customer Contact Operations
Global and Americas Operations
Starbucks
Presents
Customer Care for the Connected Consumer
Customer Response Summit Miami
Miami | February 8-10, 2015
Jeff Camp
Vice President,
Call Center Operations
TXU Energy
Alistair Firmin
The Customer Response Summit is about connecting
with like-minded peers that are obsessed with servicing the customer. CRS
provides many great opportunities to network and learn from attendees,
speakers and industry experts.
• Identify best practices and discuss innovative ideas on how to serve your
customer through emerging channels.
Vice President, Customer Service
The Standard
Jasmine Green
Vice President
Chief Customer Advocate
Nationwide Insurance
• Ensure your brand is part of the customer success movement.
• Benchmark how brands are servicing the Connected Consumer.
How does your company compare?
Tim Hickler
VP WW Customer Service
Amazon
• Brainstorm and create Customer Care Strategy plans within small groups.
You will walk away with knowledge and ideas to take back to your team.
Michael Martin
Senior Vice-President
Frontline Support
CIBC Retail And Business Banking
5 Reasons to Register Today
1 Best Practices and Thought Leadership: The best
minds in Customer Care and Customer Experience will be on hand to
educate, motive and inspire new ideas for you to take back to your team.
2 Industry Awareness and Education: Working with
our Research partner Digital Roots, Execs in the Know creates a yearly
Customer Experience Benchmarking Study. One installment focuses on
Corporate insights and the other on Consumer insights. While at CRS you
will get the opportunity to review this report in detail with industry experts.
3
Networking:
We love to network! Networking is the cornerstone to
learning, opportunities and fun. Each day has customized networking
events. In addition we create networking “moments” throughout the
conference agenda to ensure that even shy people are driven to network.
4 A Personalized Experience: Our team is focused on
ensuring that you get the most of your conference experience. Our team
will do our best to understand your conference goals and help you find
the right information and contacts. We focus on developing the right size
and the right audience for each event to help ensure your experience
more than meets your expectations
5 Brand to Brand Mentoring: Mentoring is the key to
personal and business success. Brand to Brand mentoring is the key to
Customer Success. Our 3 day Summit will allow you to learn from your
peers and take back valuable insight to your Brand.
Kathryn McGavick
Corporate Vice President,
Customer Support
Outerwall
Sally McMahon
Vice President Channel Management
SiriusXM
Lisa Oswald
Senior Vice President,
Customer Service
Travelzoo Inc.
Philip Petescia
Vice President CRM and Customer Care
Post-Sales Support and Promotions
Sony Electronics
Razia Richter
Senior Vice President
Chief Customer Officer
Petco
Ginna Sauerwein
Managing Director
FedEx TechConnect
Western Region
CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Pre-Conference
5:30pm – 7:30pm
Welcome Reception & Registration
Agenda
Main Conference
7:30am-8:30am
Registration & Breakfast
8:30am-8:45am
Conference Kickoff
8:45am-9:15am
Scaling What Works For American’s Most Vulnerable Youth
Sunday February 8th, 2015
Day 1
Monday February 9th, 2015
Richard Shaw
Chief Development Officer
Youth Villages
9:15am-10:15am
Building a great CX – delivering moments of Wow
• Moments of Wow – do they matter? Should we care?
• People are Amazing if you let them. How to create an environment that encourages moments of wow.
• CS Agent empowerment – what mechanisms work for you.
• Innovation to Wow customers:
- Continuous improvement on the floor.
- Using data to drive the Voice of the Customer into the company.
Tim Hickler
VP WW Customer Service
Amazon
10:15am-10:45am
Morning Break
10:45am-11:45am
Corporate Benchmark Panel
The 2014 CXMB Series Corporate Edition results are in. Find out how your program stacks up, and discover what insights this year’s
findings reveal to top brands within our community.
www.execsintheknow.com
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
Day 1
Monday February 9th, 2015
Panel Moderator - Jason Wolcott
President
Digital Roots
Michele Watson
VP Customer Care
Wal-Mart eCommerce
Jeff Bostwick
Director Global Service Delivery
Xbox
Lisa Oswald
Senior Vice President,
Customer Service
Travelzoo Inc.
11:45am-2:00pm
Idea Lab & Lunch
Working in small group with your peers, you will collect concepts from the Idea Lab on how to improve the overall Customer Experience for the
Connected Consumer. Your group will be tasked to report on one idea and identify its impacts on a brand’s customer success strategy.
2:00pm-3:15pm
The Role of People in the Digital World
Digital technologies like Web self-service and mobile allow organizations to deliver fast, contextual, and convenient help to customers.
However, when real issues arise, your customers still want to talk to someone who can assist them. People are able to manage complexity,
handle the unexpected, and work with empathy in ways that are critical to the success of your customer service organization. In this
session we’ll discuss:
• How organizations have tamed complexity and streamlined processes for their agents
• The benefits of creating a unified strategy between your digital and assisted service channels
• Tips you can provide to enable your employees to serve customers better
Kelly Koelliker
Director, Solutions Marketing
KANA, a Verint Company
www.execsintheknow.com
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Day 1
Agenda
Main Conference
3:15pm-4:30pm
Customer Experience Meet-Ups
Monday February 9th, 2015
Session:
(How) Prediction transforms Big Data to enhance Customer Engagement
Session:
TBA
Synopsis…
To improve customer engagement in an increasingly competitive market,
enterprises need to create a holistic view of their customers in order to
provide them with a seamless and intuitive experience across channels
and devices. Machine learning, fueled by big data and predictive analytics,
enables enterprises to significantly improve customer engagement. By
accurately predicting customer intent, enterprises can make the customer
experience more intuitive and agents more effective – which together impact
the strategic and operational metrics that matter most. This roundtable will
facilitate a discussion relating to how big data with real-time prediction can
be used to improve sales, service, CSAT/NPS and the customer experience.
We invite you to come and share your experiences and perspectives.
Attendees will receive a complimentary copy of the Opus Research Report:
Predictive Analytics Using Big Data to Improve Multichannel Customer Care.
Synopsis…
TBA
Facilitated by:
Facilitated by:
Kathy Juve
Chief Marketing
Officer
[24]7 Inc.
4:30pm-4:45pm
Amit Shankardass
EVP Marketing
Teleperformance
Afternoon Break
4:45pm-5:30pmCustomer Experience Face-Off: The future of the Customer Experience
Everyone from analysts to industry experts seem to have a different idea on what works, doesn’t work and what your next move should be,
especially when it comes to the ever-changing landscape of technology. This session is designed to show you both sides of a technology-related
hot topic so you are informed and ready to make educated decisions about your customer experience plan.
Panel Moderator - Dan Gordon
SVP Strategy and Development
West Interactive
7:00pm-10:00pm
Networking Evening Event
www.execsintheknow.com
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Day 2
Main Conference
Tuesday February 10th, 2015
8:15am-9:00amBreakfast
9:00am-9:15amKickoff
9:15am-10:15am
Featured Speaker – Keynote
David Mingle
Executive Director,
GMNA Customer Experience
GM Global Customer Experience Group
10:15am-11:15amCustomer Experience Meet-Up’s
Session:
Leveraging a Total Household Customer Experience to Become More
Competitive
Session:
TBA
Synopsis:
TBA
Synopsis:
Having a unified customer engagement strategy creates value for brands
and their customers. According to research, traditional telephone is now
the 4th channel choice for Generation Y – behind electronic messaging,
social media and smartphone methods. Unless all of your clients are
between the ages of 18-33, you have a diverse customer population with
evolving expectations for service excellence through a variety of online,
mobile and voice engagement options. What is critical to corporations is
a unified channel strategy that addresses all the expectations across the
total household at key moments of truth; when they buy, want to make a
change, have a break-fix issue or want to cancel. In this interactive session,
we will share best practices and discuss how to balance the need for
organizations to drive revenue with cost containment while delivering an
exceptional unified customer experience.
Facilitated By:
TBA
Facilitated By:
Andrew Kokes
SVP - Global Head
of Marketing
HGS
TBA
11:15am-11:30am
Morning Break
www.execsintheknow.com
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
Day 2
Tuesday February 10th, 2015
11:30am-12:45pmDriving Customer Loyalty in an Omni Channel World-How Customer Care Plays
a Role.
The goal of Omni channel loyalty it to engage and attract customers at every possible touch point. In order to engage in this next evolution of
loyalty brands must work cross functionally to leverage every interaction and create the ultimate Customer Experience. Our panel of experts
will discuss both the operational and business channels of Omni channel loyalty. They will identify and discuss how customer care is working to
maximize their channels of engagement to create loyalty in the connected consumer.
Panel Moderator - Kevin Bottoms
Global VP, Customer Experience
& Business Development
TELUS International
Christian Jensen
Director - Digital Commerce
Customer Care
Kohl’s
Carol Brolley
Vice President of Operations
Global Business Services
UPS
Kirsty Traill
VP Customer Support
HootSuite Media Inc
12:45pm-1:45pm Lunch
1:45pm-2:45pmNPS vs. Customer Effort
Over the last decade, NPS has been the measurement of choice for the Customer Experience industry. The newest metric candidateCustomer Effort Score- has garnished a great deal of attention and debate over the last year. In an effort to drive improvement and
results without data confusion, what should Customer Experience leaders be focused on? Our panel of experts will discuss the best
measurement strategies to gain a 360 degree view of the customer experience.
www.execsintheknow.com
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Panel Moderator - TBA
Janet Bailey
Director, Customer Service
Global and Americas Operations
Starbucks
Razia Richter
Senior Vice President
Chief Customer Officer
Petco
Philip Petescia
Vice President CRM and Customer Care
Post-Sales Support and Promotions
Sony Electronics
2:45pm-3:30pm
Client Case Study
Facilitator - Michael Roche
VP, Solutions
Consulting
Interactions
3:30pm-3:45pm
Jeff Camp
Vice President, Call
Center Operations
TXU Energy
Open Microphone/Close Conference
www.execsintheknow.com
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