Agenda - Execs In The Know

CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Speaker Faculty
Kirsty Traill
VP Customer
Support
HootSuite Media Inc
Featured Speakers
Tim Hickler
VP WW Customer
Service
Amazon
David Mingle
Executive Director, GMNA
Customer Experience
GM Global Customer Experience
Group
Michelle D. Babb
Process Technology
Manager
Harley-Davidson
Christian Jensen
Director - Digital Commerce
Customer Care
Kohl’s
Carol Brolley
Vice President of Operations
Global Business Services
UPS
Andrew Pine
Vice President,
Customer Relations
Porsche Cars NA
Michele Watson
VP Customer Care
Wal-Mart
eCommerce
Register Today
Phone (204-953-3930) or (toll-free 866-991-3555)
Email: [email protected]
Web: www.execsintheknow.com/events/crs-miami
LeAnne Crocker
Director - Global Contact
Centers and Learning &
Development
Hyatt
Lorraine Schumacher
Director - Customer &
Business Intelligence Group
Verizon
THANK
YOU
to the 2015 Advisory Board
Janet Bailey
Director, Customer Contact Operations
Global and Americas Operations
Starbucks
Presents
Customer Care for the Connected Consumer
Customer Response Summit Miami
Miami | February 8-10, 2015
The Customer Response Summit is about connecting with
Jeff Camp
Vice President,
Call Center Operations
TXU Energy
Alistair Firmin
Vice President, Customer Service
& Shared Services
The Standard
like-minded peers that are obsessed with servicing the customer. CRS provides
many great opportunities to network and learn from attendees, speakers and
industry experts.
Jasmine Green
• Identify best practices and discuss innovative ideas, on how to serve your
customer through emerging channels.
Nationwide Insurance
• Ensure your brand is part of the customer success movement.
• Benchmark how brands are servicing the Connected Consumer.
How does your company compare?
• Brainstorm and create customer care strategy plans within small groups.
You will walk away with knowledge and ideas to take back to your team.
Vice President
Chief Customer Advocate
Tim Hickler
VP WW Customer Service
Amazon
Michael Martin
Senior Vice-President
Channel Optimization
CIBC Retail And Business Banking
Kathryn McGavick
5 Reasons to Register Today
1 Best Practices and Thought Leadership: The best minds
in Customer Care and Customer Experience will be on hand to educate,
motivate, and inspire new ideas for you to take back to your team.
2 Industry Awareness and Education: Working with our
research partner Digital Roots, Execs in the Know creates a yearly Customer
Experience Benchmarking Study. One installment focuses on Corporate Insights
and the other on Consumer Insights. While at CRS you will get the opportunity
to review this report in detail with industry experts.
3
Networking:
We love to network! Networking is the cornerstone to
learning, opportunities and fun. Each day has customized networking events.
In addition, we create networking “moments” throughout the conference
agenda to ensure that even shy people are driven to network.
4 A Personalized Experience: Our team is focused on ensuring
that you get the most of your conference experience. Our team will do
our best to understand your conference goals and help you find the right
information and contacts. We focus on developing the right size and the
right audience for each event, to help ensure your experience exceeds your
expectations
5
Brand-to-Brand
Mentoring: Mentoring is the key to personal
and business success. Brand-to-Brand mentoring is the key to customer
success. Our 3 day Summit will allow you to learn from your peers and take
back valuable insight to your brand.
Corporate Vice President,
Customer Support
Outerwall
Sally McMahon
Vice President Channel Management
SiriusXM
Lisa Oswald
Senior Vice President,
Customer Service
Travelzoo Inc.
Philip Petescia
Vice President CRM and Customer Care
Post-Sales Support and Promotions
Sony Electronics
Andrew Pine
Vice President Customer Relations
Porsche Cars North America
Razia Richter
Senior Vice President
Chief Customer Officer
Petco
Ginna Sauerwein
Managing Director
FedEx TechConnect
Western Region
CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Pre-Conference
5:30pm – 7:30pm
Welcome Reception & Registration
Location - Spa Garden - Sponsored by:
Agenda
Main Conference
7:30am-8:30am
Registration & Breakfast
Location - Ocean Tower 2, 3rd Floor
8:30am-8:45am
Conference Kickoff
Location - Ocean Tower 2, 3rd Floor
8:45am-9:15am
A Community Making a Difference
Sunday, February 8th, 2015
Day 1
Monday, February 9th, 2015
a group of dedicated professionals, we understand the need for people and corporations to live and act responsibly. In September 2014 at
As
CRS Memphis, our community brainstormed ideas to create a movement for kids, that are aging out of foster care every day. Richard Shaw will
update us on the actions and outcomes of those ideas, as we look to continue our support for America’s Youth in Foster Care.
Richard Shaw
Chief Development Officer
Youth Villages
9:15am-10:15am
Building a Great CX – Delivering Moments of Wow
• Moments of Wow – do they matter? Should we care?
• People are amazing if you let them. How to create an environment that encourages moments of wow.
• CS Agent empowerment – what mechanisms work for you?
• Innovation to Wow customers:
- Continuous improvement on the floor.
- Using data to drive the Voice of the Customer into the company.
Tim Hickler
VP WW Customer Service
Amazon
10:15am-10:45am
Morning Break
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
10:45am-11:45am
Corporate Benchmark Panel
Day 1
Monday, February 9th, 2015
The 2014 CXMB Series Corporate Edition results are in. Find out how your program stacks up, and discover what insights this year’s findings
reveal to top brands within our community.
Panel Moderator - Jason Wolcott
Founder & CEO
Digital Roots
Michele Watson
VP Customer Care
Wal-Mart eCommerce
Andrew Pine
Vice President,
Customer Relations
Porsche Cars North America
Lisa Oswald
Senior Vice President,
Customer Service
Travelzoo Inc.
Michelle D. Babb
Process Technology Manager
Harley-Davidson
LeAnne Crocker
Director - Global Contact
Centers and Learning &
Development
Hyatt
11:45am-1:15pm
Idea Lab
Location - Ocean Tower 2 Foyer
Working in small groups with your peers, you will collect concepts from the Idea Lab on how to improve the overall Customer Experience, for the
Connected Consumer. After a brief overview of the activity, attendees will be divided into small groups, and visit each Idea Lab station. The seven
Idea Labs, brought to you by Genesys, Interactions, Performance Technology Partners, Arise Virtual Solutions, Dialog Direct, Intradiem, and West
Interactive, will feature brief presentations, describing their unique “ideas”, on improving the customer experience. Groups will then be assigned a
specific Business Partner and asked to identify how their “idea” could impact a brand’s customer success strategy.
1:15pm-2:15pmLunch
Location - Spa Garden
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Day 1
Agenda
Main Conference
2:15pm-3:15pm
Client Case Study: How to Differentiate Through Customer Experience
Monday, February 9th, 2015
One of the biggest challenges facing organizations is the need to maximize customer engagement and increase revenue, while minimizing the cost
of delivering an outstanding customer experience—across all communication channels. Listening to and learning from the voice of the customer
can provide insight into what’s important. Digital technologies like Web self-service and mobile allow organizations to deliver fast, contextual, and
convenient help to customers. However, when real issues arise, your customers still want to talk to someone who can assist them. In this session we’ll
discuss:
• How Verizon is leveraging journey mapping, social customer response, and other areas, to drive customer experience excellence
• The benefits of creating a unified strategy between your digital and assisted service channels
• How organizations have tamed complexity and streamlined processes for their agents
Lorraine Schumacher
Director - Customer &
Business Intelligence Group
Verizon
Facilitator - Kelly Koelliker
Director, Solutions Marketing
KANA, a Verint Company
3:15pm-4:30pm
Customer Experience Meet-Ups
Location: Star Room
Location: Palm Room
Session:
If it’s Broken, fix it. Mending Broken Customer Journeys Through Digital
Transformation
Synopsis:
This year there will be 45 billion calls made to customer service. Many of these
calls will occur as a direct result of broken journeys, where a customer starts
an interaction on one channel and then ends up dialing into a contact center
because his/her issue cannot be resolved, without the help of a live agent.
Yet, over 60% of your customers want to resolve all issues in self-service and in
whatever channel they choose. Eighty percent of customers begin their customer
service journey in channels other than the phone channel. Eighty-one percent of
customers use at least three channels to resolve an issue in customer service. So
how do we get from there to delivering contextual, simplified, and faster journeys
that result in happier customers and improved business results?
This highly interactive session will discuss how next generation, digital
engagement technologies, including virtual agents, intelligent chat and visual
IVR, can transform customer journeys. You’ll learn how, by applying digital
technologies, you can fix broken journeys, make engagement smarter, lower
customer effort, improve outcomes and create new value for your business within
90 days.
Facilitated by:
Session:
Text Messaging Sales & Service: Getting it Right for Your Customers and Your
Contact Center
Synopsis:
22 years young, text messaging is quickly becoming the hottest new sales and
service channel. Personal, convenient and wildly pervasive, text is emerging
as the preferred contact solution, for connected consumers and enterprises
alike. No calls to place, websites to visit, or apps to download; text is the true
mobile service solution for busy consumers on the go. For contact center
teams, text’s short messages, high efficiency and concurrency of interactions,
drive cost savings from deflected calls, while also opening new revenue
streams – positively impacting the bottom line, while improving the customer
experience.
Be a part of this engaging, interactive session to explore with your peers
how industry leaders across verticals are deploying text messaging sales and
service, at enterprise scale, and how consumers are engaging via this new
2-way channel. Collaborate and brainstorm together on business and use
cases for text and how your company and customers can start realizing the
benefits of text’s great convenience and efficiency.
Facilitated By:
Kathy Juve
Chief Marketing
Officer
[24]7 Inc.
John Huehn
President & CEO
In the Chat
Communications Inc.
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
4:30pm-4:45pm
Afternoon Break
Day 1
Monday, February 9th, 2015
4:45pm-5:30pmCustomer Experience Face-Off: The Future of the Customer Experience
Everyone is talking about the Customer Experience and its lifecycle, ownership, and metrics. Yet, differing views persist throughout the industry. This
session is designed to show you multiple sides of these topics, in a lively debate format among industry leaders in customer care. There may be no
single answer, but these experts will cause you to think about what makes sense for your business and invoke thoughts about how to apply each topic.
Panel Moderator - Dan Gordon
SVP Strategy and Development
West Interactive
Kathi Gurin
CX Strategy & Solutions Consultant
Sage Consulting, Inc.
Colin Taylor
CEO & CCO
The Taylor Reach Group, Inc.
Bill Price
President
Driva Solutions
6:30pm-9:30pm
Networking Evening Event - Sponsored by:
MADMEN HIT MIAMI
Location - Ocean Tower 1A
Join us at the Iconic Eden Roc hotel, the historic playground of the stars and the best place for a “MadMen” evening full of great food, music, martini crafting, networking, and surprises.
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Day 2
Main Conference
Tuesday, February 10th, 2015
8:15am-9:00amBreakfast
9:00am-9:15am
Day 2 Conference Kickoff
9:15am-10:15am
Featured Speaker - Big Data Applied - How GM is Using Big Data to Improve
Customer Experience, one Customer at a Time
Most CX professionals have plenty of data. What they lack are actionable insights that the front line can actually use to solve problems and deliver
a better customer experience. David Mingle, Executive Director of North American Customer Experience for General Motors, will discuss how GM
is using Big Data to do just that.
- How customer-centered thinking can and
should guide your Big Data aspirations
- How Big Data can empower your front line
staff and drive better business outcomes
- How to sell Big Data to your internal
stakeholders without it sounding like a science
project
David Mingle
Executive Director,
GMNA Customer Experience
GM Global Customer Experience Group
10:15am-11:30amCustomer Experience Meet-Up’s
Location: Palm Room
Location: Star Room
Session:
Effectively Integrating Click-to-Chat in Your Multichannel Customer
Experience Platform
Synopsis:
Companies are challenged to provide more cost-effective customer service,
while improving engagement and personalization. Click-to-chat is an
underutilized option to meet this business need. In 2014, approximately 14% of
customers used chat to interact with customer service representatives – many
more indicated this as a top interaction preference.
In this roundtable discussion, we will explore fact-based insights on customer
chat preferences, and best practices for the technology, people and processes
needed, to deploy proactive and reactive, web and mobile chat. We will
consider why click-to-chat is an imperative customer interaction strategy and
how it can significantly reduce costs, fulfill customer preference, and improve
customer satisfaction levels across sales, service and support.
Facilitated by:
Session:
Leveraging a Total Household Customer Experience to Become More
Competitive
Synopsis:
Households are more than people living together; they are groups of
consumers with enormous purchasing influence on one another, and
collective buying power. Having a unified customer engagement strategy
creates value for brands and their household customers, whose methods
of communication vary.
In this interactive session, we will explore the 2015 tipping point when
non-voice interactions are predicted to surpass voice interactions, and
the imperative that creates to put modern, mobile enabled consumers
at the center of your customer experience investment strategy. We will
review industry leading, use-case examples and discuss device agnostic
approaches you can implement, with minimal capital investment, such as
integrated self-help, agent-assisted online engagement, video chat and
customer analytics, to retain the customer online and avoid costly and
dissatisfying escalations to the voice channel.
Facilitated By:
Amit Shankardass
EVP Marketing
Teleperformance
Chris Lord
SVP, Global Growth
Strategy and Marketing
HGS
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
11:30am-11:45am
Morning Break
Day 2
Tuesday February 10th, 2015
11:45am-12:45pmDriving Customer Loyalty in an Omni Channel World- How Customer Care Plays
a Role.
The goal of omni channel loyalty is to engage and attract customers, at every possible touch point. In order to engage in this next evolution of
loyalty, brands must work cross-functionally to leverage every interaction and create the ultimate Customer Experience. Our panel of experts
will discuss both the operational and business channels, of omni channel loyalty. They will identify and discuss how customer care is working to
maximize their channels of engagement, to create loyalty in the connected consumer.
Panel Moderator - Kevin Bottoms
Global VP, Customer Experience
& Business Development
TELUS International
Christian Jensen
Director - Digital Commerce
Customer Care
Kohl’s
Carol Brolley
Vice President of Operations
Global Business Services
UPS
Kirsty Traill
VP Customer Support
HootSuite Media Inc
12:45pm-1:45pm Lunch
Location - Ocean Garden
1:45pm-2:45pm
Client Case Study: How TXU Energy Drives Revenue and Competitive Advantage via the Customer Experience
TXU Energy maintains a hard-earned leadership position in the deregulated Texas electricity market, where consumers can choose their electricity
service from one of over fifty competitive providers. The secret to TXU’s success? Providing exceptional customer experience. In late 2013, TXU
Energy introduced “Ivy”: the first conversational, voice-based, virtual assistant in the nation’s utility space, that has dramatically boosted customer
satisfaction and reduced call handle time and expenditures.
Facilitator - Ken Stephens
Director of Sales
Interactions
Jeff Camp
Vice President, Call
Center Operations
TXU Energy
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
Day 2
Tuesday February 10th, 2015
2:45pm-3:30pmNPS vs. Customer Effort
Over the last decade, NPS has been the measurement of choice for the Customer Experience industry. The newest metric candidate- Customer
Effort Score- has garnished a great deal of attention and debate over the last year. In an effort to drive improvement and results without data
confusion, what should Customer Experience leaders be focused on? Our panel of experts will discuss the best measurement strategies to gain
a 360 degree view of the customer experience.
Panel Moderator - John Wolf
Chief Marketing Officer
Intradiem
Bruce Withers
Vice President & Product
Management Manager
Wells Fargo
Claudia Cristiani
General Manager,
Consumer Global Service Delivery
Microsoft
Philip Petescia
Vice President CRM and Customer Care
Post-Sales Support and Promotions
Sony Electronics
Steven Sookhoo
VP Operations Strategy
Barclaycard US
3:30pm-3:45pm
Open Microphone/Close Conference
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Sponsors
www.execsintheknow.com
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