Presentations

Chandra Sperry, Head of Farmers Direct Services at Farmers Insurance, used a three-step process to become a CX leader:
1.) Fix the basics to improve key capabilities
2.) Build capabilities based on market-leading customer engagement
3.) Invent the future by pioneering new offerings and experiences

Daniel Hong, the Senior Director of Product Marketing Strategy at 24/7 Customer, Inc., shares the five things he's learned on the journey: Set an audacious goal, but use a pragmatic approach to fully optimize, pair and integrate channels. Lastly, don't stop at context - go the distance with prediction.

In her much-anticipated presentation, Honeywell's Kristin Guthrie details the company's multi-level approach to its CX evolution. The five-stage process from 'interested' in CX to 'embedded' in its culture is cross-checked with three larger factors: Honeywell's own evolution, the centralization of CX within the organization and the perspective of senior executives.

Pernille Bruun-Jensen of Netbase discusses the top  three ways to boost CX Strategy with social identity  marketing; 1.) Fast customer support 2.) Competitive category advantage 3.) Re-energized content marketing.

Charissa Carnall, Global Community Manager at Western  Union, explains the positive effects of proactive  community management in this past presentation. Here's a clue: Positive sentiment toward the brand increased  68 percent.

What is the B2B customer journey? It's the web of  relations among all aspects of a company — including  its customers, employees, partners, and operating  environment — that determine the quality of the  customer experience, explains Melanie Wing, Vice President of Strategic Marketing at Equifax.

The evolution of the customer experience discipline at FedEx is detailed in this presentation by Amy Manning, Customer Experience Design at FedEx, who says it's best to establish the discipline throughout the organization.