Day 1: Tuesday, February 9th

12:00 pm - 12:30 pm Lessons Learned in Designing Future-Proof CX

Alison Lichtenstein - Head of Customer Experience Design, Dow Jones

2020 pushed us all to the brink, from adapting to consumer preferences to testing business continuity. A successful future is dependent upon continued operational agility, a keen understanding of data, and a human-centered approach to designing and delivering the end-to-end experience. Ali Lichtenstein is responsible for leading the global CX design team responsible for the end-to-end experiences for Dow Jones’ customer base. In this session, she shares her 2020 journey, lessons learned, and strategies for future-proofing your end-to-end CX strategy.

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Alison Lichtenstein

Head of Customer Experience Design
Dow Jones

12:30 pm - 1:00 pm Demystify Artificial Intelligence for an Effortless Customer Experience



Customer experience doesn’t stop at the door of your customer service organization. Delivering a memorable experience spans teams across the organization, connecting customers and front-line agents to the middle and back offices. Siloed teams and systems increase contact volumes and lengthen resolution times. This degrades not only the customer experience but employee experience as well, resulting in lost revenue and increased cost. 

 

Attend this session to hear how a large international bank streamlined its customer service process for handling payment errors, providing estimated annual savings of $4M by removing manual steps and $10M from higher payment recovery rates. 



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Kathy Neff

Product Marketing Director, Customer Service Management
ServiceNow

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Paul Selby

Product Marketing Director, Customer Service Management
ServiceNow

1:30 pm - 2:00 pm Better End-to-End Experience Starts with a Holistic Transformation Roadmap