Day One | September 10th, 2019
12:00 PM/ET | Fake Meat, Real Customer Centricity | Stanley Chase III
12:30 PM/ET | Advertising and Social Media Marketing in the Age of Customer Centricity | Anita Schillhorn Van Veen and Kindra Cooper
1:00 PM/ET | Executive Roundtable: Creating The Experience Your Customers Want | Brian Cantor
2:00 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.
2:30 PM/ET | Crash Course: 30 Minutes To A Better CX Culture | Shawn Castle
3:00 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.
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