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2019 Chief Experience Officer Event Guide

2019 Chief Experience Officer Event Guide

Elevating Holistic Experiences for Long Term, Sustainable Growth
November 3-5, 2019 | JW Marriott Marquis Miami, FL

This year's Chief Experience Officer Exchange gathers top-tier patient and customer experience executives across the entire experience journey to discuss how to design and deliver more differentiated and delightful experiences, pairing with the leading technologies and solution providers to support the efforts:

Topics Include:

  • Data centralization- Centralizing data is key to personalizing the experience and reducing customer effort
  • Digital Transformation- How do we compete in the experience economy across digital channels?
  • Hyper-personalization will be driven by real-time engagements- as real-time, multi-stage customer journeys become more important.
  • Brand Experience—increasing expectations for social media support and customized experiences.  
  • How will AI will further shape the future of experience?
  • Predictive analytics (with a generous dash of customer emotions) - evaluating data and understanding how best to optimize your experience.
  • A company's culture and philosophy - superior experience needs to be an integral part of a company's culture.


WELL RUN EVENT WITH GREAT INFO.
“The Exchange was one of my favorite all time professional events I’ve attended. It was extremely well organized, the staff was fantastic, the speakers were on point and engaging, and I experienced some of the best networking I’ve ever been a part of. I hope to attend again!” – COO, Fun.com


ADVANCED “DATING” PROFILES - GENIUS

“Pairing us up with companies that solve for our immediate needs was a great use of time. Definitely helped clear the clutter and target solutions.” – Director Strategic Development, ADP


PERSONALIZED

“Found great value in the more personalized size this event. We got to hear from our peers and vendors and both in mixed presentations. Having time to really talk and get to know each other and those vendors who made the effort to join this smaller more intimate setting was worth my time.” – Director of Learning & Development, CWC

Special Report: Priorities for the Chief Experience Officer

Special Report: Priorities for the Chief Experience Officer

After decades of struggling for buy-in, the customer experience function has finally started to secure a seat at the executive table.  Organizations are increasingly appointing “chief customer officers” and “chief experience officers” to oversee the function at the high-level.

It is time for executives to make the most of the opportunity – and this special report is here to help!

Specifically, it explores the issues and strategies executives must prioritize as they work to make the customer experience a more integral part of their businesses.  How can they build a framework that allows customer experience teams to deliver the best results for their business?  How can they secure C-suite support for key customer contact initiatives?

Topics include:

  • The 4 most urgent customer experience demands and investments
  • The #1 way to connect with customers, employees and fellow executives
  • How to overcome challenges related to customer data, regulations, digital transformation and brand reputation
  • Steps to become a more “mobile” enterprise
  • 3 priorities for contact center technology
  • How to unite the business on customer experience strategy
GDPR: Your Ticket to Customer Centricity

GDPR: Your Ticket to Customer Centricity

For the past several years, thought leaders have enthusiastically trumpeted the value of data.  Advocating for “personalized experiences,” they have urged organizations to collect and use as much customer data as possible.

On May 25, a seemingly oppositional force will take effect:  the EU General Data Protection Regulation (GDPR).

By restricting how European organizations and/or organizations communicating with European customers can collect, process, store and leverage data, the GDPR bottlenecks customer intelligence strategies.  It turns the pursuit of customer data from a bottomless opportunity into a pressing strategic challenge.

 In this report learn how to take GDPR, and turn it into your new customer-centric strategy for the future. Key topics include:

  • Focusing on Data Strategy
  • Unifying All your Customer Contact Systems
  • Emphasizing Value Over Noise
  • Stressing Security


Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

The conventional solution process actually creates problems for contact center executives.  It may generate excitement over particular innovations, but it may not confirm about fitness for specific applications. It may not provide an actionable, valid blueprint for actually making the most of the new technology.

Ultimately, it may not inspire contact center executives to take action. And that is a problem: for as much as they cannot afford to be wrong about the solutions they buy, contact center leaders definitely cannot afford to sit on their hands. The needs are too great and the stakes are too high for indecision to govern the function.

In this report:

  • 4 top priorities for contact center executives
  • 4 problems with solution providers
  • a new way to do business
Say Goodbye To Omnichannel, Say Hello To Omnimoment

Say Goodbye To Omnichannel, Say Hello To Omnimoment

Presented by CCW Digital, Thought leaders may speak extensively about cutting-edge digital channels, but customers continue to seek support the old fashioned way. Customers care more about outcomes than channels.  


What is your organization doing to solve your customer's challenges? Across one channel? multiple channels? Check out this report.

 

Berkshire Museum: Keys to Relevance and Longevity

Berkshire Museum: Keys to Relevance and Longevity

"Bringing people together for experiences that spark creativity and innovative thinking by making inspiring educational connections among art, history, and natural science."

Take a look at this presentation from CXO Exchange 2018 by Craig Langlois, Chief Experience Officer, and Nina Garlington, Chief Engagement Officer. 

Ed Brodensiek: A New Way to Think of Brand - The Coming Convergence of CX & EX

Ed Brodensiek: A New Way to Think of Brand - The Coming Convergence of CX & EX

Take a look at this past presentation from CXO Exchange 2018 on the coming convergence of CX & EX by Ed Brodensiek, Former CXO, Miles & Stockbridge + Former Head of Brand and Communications, Select Medical. 

Hiram Barber: Digital Engagement in the Age of Customer

Hiram Barber: Digital Engagement in the Age of Customer

Take a look at this presentation from CXO Exchange 2018 by Hiram Barber, Seamless Digital Experience Leader, Schneider Electric. Hiram talks about Who is Schneider Electric, Delivering Seamless Experiences @scale, Digital Transformation @scale, and Considerations & ‘Blueprint’. 

Living Core Values: How Values, Mission, and Vision Shape the (Patient & Family) Experience

Living Core Values: How Values, Mission, and Vision Shape the (Patient & Family) Experience

Take a look at this past presentation from CXO Exchange 2018 by Jason Dupuis, Patient Experience Officer & Director of Employee Learning & Development, PM Pediatrics. Jason covers the topic of Living with Core Values. 

AI-Powered CX: Myth, Magic, or Must?

AI-Powered CX: Myth, Magic, or Must?

Take a look at SmartAction's presentation from CXO Exchange 2018 where they cover topics such as "Main Ways to Integrate Conversational AI into Your Customer Experience."

The Future of Customer Service is Here-- Are you ready?

The Future of Customer Service is Here-- Are you ready?

Take a look at this past presentation from CXO Exchange 2018 by Joe Gagnon, CEO, Spark Central, where he covers the future of customer service and how to prepare for it. 

Cassandra Crowe-Jackson: What to do today to drive Cultural Transformation and Accountability

Cassandra Crowe-Jackson: What to do today to drive Cultural Transformation and Accountability

Take a look at this past presentation by Cassandra Crowe-Jackson, VP Patient Experience, UM UCH where she identifies THE best practice for trust building (Cassandra’s theory), discusses tools used for reigniting empathy into daily practice, and describe tactics for developing meaningful partnerships. 

Customer experience in the New Health Economy: The data cure

Customer experience in the New Health Economy: The data cure

Take a look at this past presentation by Jamie Gunsior, Digital Healthcare Leader, PwC where she talks about CX in the new healthcare economy. 

Patient Experience: Connecting with Empathy

Patient Experience: Connecting with Empathy

Take a look at this presentation by Jennifer Packard from Mayo Clinic about Patient Communication Training, Education, & Coaching (PXTEC).

Jon Souder: Patient Experience Market Connect

Jon Souder: Patient Experience Market Connect

"We help clients anchor on experience as a primary market differentiator to drive economic benefit. This isn't about improving experience scores, it’s about creating strategic advantage." 

Take a look at this past presentation from our PX Exchange 2018. 

Sara Laskey: Real Time Feedback Real Time Results

Sara Laskey: Real Time Feedback Real Time Results

Take a look at this past presentation from our PX Exchange 2018 by Sara Laskey, MD VP CXO, The MetroHealth System, Office of Patient Experience. 

The New Patient Journey: How to achieve success through online reputation management

The New Patient Journey: How to achieve success through online reputation management

Take a look at this past presentation from PX Exchange 2018 by Tania Mercer from Chatmeter where she talks about how to achieve success through online reputation management. 

Connected Patient Experience Research: Global Mobile & Connected Health Study

Connected Patient Experience Research: Global Mobile & Connected Health Study

Take a look at this past presentation from PX Exchange 2018 by Tim Pantello, Connected Health & Technology MD, PwC, where he talks about Global Mobile & Connected Health Study. 

Customer Experience Analytics: Aligning Business With Customers

Customer Experience Analytics: Aligning Business With Customers

Customer Experience: as a program, is the aggregation of all customer interactions with the objective of uncovering and disseminating insights, in order to improve the experiences customers have with your company. Learn more about Christopher Stark's presentation last November at CCO Exchange. 

Jyllene Miller, Concentrix: CCO Exchange

Jyllene Miller, Concentrix: CCO Exchange

Jyllene Miller from Concentrix talks about dramatically different customer digital behaviors. Take a look at her presentation from CCO Exchange last November.