Trends in Customer Experience Design & Strategy
September 10-11, 2019
Event Partners
CCW Online Summit Fall 2019
Customer-centricity is not simply about successfully processing orders and answering questions. It is about designing customer experience journeys that are stunningly simple, richly personal and unquestionably valuable at every turn.
To design such a journey, we need to know what today’s customers are actually demanding. We also need to know which systems and processes can help us consistently meet those demands.
Featuring case study insights, interactive roundtables and findings from our Annual Consumer Preferences Survey, this free online summit will arm you with that actionable intelligence. You’ll know exactly what today’s customers want – and precisely how to deliver.
Featured Speakers
Stanley Chase III
Founder | Louisville Vegan Jerky Company
Anita Schillhorn Van Veen
Planning Director | TBWA/Chait/Day
Kindra Cooper
Digital Writer and Editor | Customer Management Practice
Brad Snedeker
Director of Innovation | Calabrio
Brian Cantor
Principal Analyst and Director | Customer Management Practice
Abinash Tripathy
Chief Strategy Officer | Helpshift
Shawn Castle
Director of Customer Support | Valvoline
Todd Marthaler
Contact Center Practice Lead | Appian
Elisabeth Wise
GuestPath Business Partner| Delaware North
Cathy Pearl
Head of Conversation Design Outreach | Google
Julian Armington
Senior Director | Salesforce
Bobbi Chester
Product Marketing Senior Director, Product and Solution | Genesys
Randy Carter
Product Marketing Director, Product and Solution | Genesys
Bruce Temkin
Head of the XM Institute | Qualtrics
Ryan Lester
Senior Director of Customer Experience Technologies | LogMeIn
Agenda
Day One | September 10th, 2019
12:00 PM/ET | Fake Meat, Real Customer Centricity | Stanley Chase III
12:30 PM/ET | Executive Roundtable: Creating The Experience Your Customers Want | Brian Cantor
1:30 PM/ET | Effortless - the only experiences you should deliver | Todd Marthaler
- Abstract: Effortless customer experience (CX) should be a standard, not just a trend. But effortless CX isn’t just for customers. Employees also deserve equally intuitive capabilities. With solutions that are easy to navigate, yet powerful and engaging, they’ll be inspired to provide faster and more effortless service to your customers. In this session, you’ll learn about use cases and success stories from CX expert, Todd Marthaler, and how effortless experiences are changing the way employees and customers think about CX.
2:00 PM/ET| Advertising and Social Media Marketing in the Age of Customer Centricity | Anita Schillhorn Van Veen and Kindra Cooper
2:30 PM/ET | Chatbots Aren’t The Only Technology That Can Help Improve Your CX | Ryan Lester
3:00 PM/ET | Crash Course: 30 Minutes To A Better CX Culture | Shawn Castle
3:30 PM/ET | Stop Losing Customers: Use Automation to Deliver a Superior Customer Experience | Abinash Tripathy
- Abstract: Today's digital native consumer is spoiled by amazing experiences right at their fingertips, and they are now expecting this same on-demand experience from customer service. Learn how you can use a digital-first approach and the best of automation technology to deliver on these expectations.
Day Two | September 11th, 2019
12:00 PM/ET | How To Deliver A Human Experience In The Convenience Age | Elisabeth Wise
12:30 PM/ET | Why Voice Technology is the New UI for CX| Cathy Pearl
1:00 PM/ET | Q&A: CX Innovator On The Future Of Customer Contact | Julian Armington
1:30 PM/ET | A day-in-the-life: When cloud intersects with omnichannel | Bobbi Chester and Randy Carter
2:30 PM/ET | The Human Experience Cycle: Unlocking The Power Of CX| Bruce Temkin
- Abstract: What’s the most important component of customer experience? Human beings. You can’t truly improve CX until you understand how experiences actually affect people. During this session with industry visionary Bruce Temkin, you'll learn about the Human Experience Cycle (HxC), which explains how people flow through the experiences in their lives, as customers and as employees. The HxC will provide the foundation for building breakthrough customer experiences.
FREQUENTLY ASKED QUESTIONS
How will I access the sessions?
You will receive a link to attend the free online sessions, meet our partners and gain access to valuable resources in our online conference center.
Do I need to download or install any software to be able to attend this event?
No. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.
Will the sessions be recorded?
Yes. the sessions will be recorded and available to view for a limited time.
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