July 29 - 31, 2018
Illinois, United States

Why Attend?

Attending the CXO Exchange

As CX develops, we begin to see the responsibilities shifting between the CMO, CCO and CXO.

The CXO Exchange is tailored to diving deeper into understanding customer touch points, the innovation required to break down silos and reinvent pain points and how to leverage design as an organizational-wide tool. Moreover, how do all experiences created by an organization, from analog to digital and from marketing touch points to customer service touch points, speak with one, holistic service experience.

Another aspect more unique to the CXO role is employee engagement. With the consumer’s voice being louder than ever it is the Chief Experience Officer that lives and dies for the customer, the employee, and the market. The CXO needs to recognize that the lifetime value of a customer starts even before they know they are looking for something. Keeping the overall focus on usability, customer service, advertising, product and service features, and integrating feedback in real-time comes with advanced attention to detail and an array of services and analysis that differentiates the CXO in the C-suite.

The Now Factor of the Chief Experience Officer Exchange

The function and practice of design continues to elevate as a key to success in holistic experiences. Healthy collaboration between silos paired with investment in design capabilities organization-wide is proving to be a sound strategy for transforming the experience delivered across the customer journey.

Attending this event is more that an exciting opportunity. These 3 days give CXO’s and Experience leaders a chance to network and benchmark best practices on a peer-to-peer level. A chance to talk about what’s workings, what’s not and what new technologies have emerged to build on the ever evolving customer journey.

Must Attend Sessions:

The Evolution of Experience: Challenging Realities of the Chief Experience Officer

The Experience Economy is hardly new, however enterprises recognizing the need for an owner of holistic experience and appointing an executive to lead the experience charge has never been more critical. Our opening keynote addresses:

  • nuances of the chief experience role
  • top three keys to success in experience leadership
  • how experience differs across industries
  • transferable techniques for experience design and delivery

Applying Human-Centered Design to Automation: How to Maintain the Human
Touch when Leveraging AI Technologies

Automation can be a double-edged sword. Though AI can create incredible process efficiencies and potentially cut enterprise costs, it is important that the technology is supporting meaningful and desirable experiences for employees and customers alike. This session showcases a meaningful technique for incorporating the human component into enterprise automation integration, both internally for employees and externally for customers.

The Art of Co-Creation: Involving your Customers in Experience Design

How often do we fall into the trap of making significant decisions based solely on little or no customer feedback? Creating a dependable feedback loop that involves customers in the definition, ideation and prototyping of new service or experience solutions is key to success. This fireside chat will address outside-of-the-box methods to better include your customers in all aspects of experience design:

  • Customer inclusion on committees and boards
  • Product/service design teams to include customers
  • Ensure employees are active product/service users

The Path to Experience Innovation: Design Thinking, Rapid Prototyping, Design Sprints, Service Design and Beyond

The path to experience innovation is challenging at best. Extensive toolsets, many completely open source, are available to help you navigate the fuzzy front end of innovation. But what tool is best for each situation you face? And how you know when to blend them for an even better outcome? This session explores the experience design toolbox:

  • Agile Transformation
  • Business Model Innovation
  • Design Sprints
  • Design Thinking
  • Lean Start Up
  • Rapid Prototyping Tools
  • Service Design