CUSTOMER RESPONSE SUMMIT - Execs In The Kno€¦ · The Customer Response Summit is about...

CUSTOMER RESPONSESUMMIT

FEBRUARY 8TH-10TH, 2015

Phone (204-953-3930) or (toll-free 866-991-3555)Email: [email protected]: www.execsintheknow.com/events/crs-miami

Register Today

Tim Hickler VP WW Customer Service Amazon

David MingleExecutive Director, GMNA Customer Experience GM Global Customer Experience Group

Featured Speakers

Kirsty Traill VP Customer Support HootSuite Media Inc

Michelle D. BabbProcess Technology Manager Harley-Davidson

Christian Jensen Director - Digital Commerce Customer Care Kohl’s

Carol Brolley Vice President of OperationsGlobal Business Services UPS

Andrew PineVice President, Customer RelationsPorsche Cars NA

Michele Watson VP Customer Care Wal-Mart eCommerce

LeAnne Crocker Global Contact Centers Learning Development Hyatt

Speaker Faculty

Lorraine SchumacherDirector - Customer & Business Intelligence GroupVerizon

The Customer Response Summit is about connecting with 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.

• Identify best practices and discuss innovative ideas, on how to serve your customer through emerging channels.

• 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.

Presents

Customer Care for the Connected ConsumerCustomer Response Summit Miami

Miami | February 8-10, 2015

5 Reasons to Register Today 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.

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.

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.

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

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.

1

2

3

4

5

THANK YOU to the 2015 Advisory Board

Philip PetesciaVice President CRM and Customer CarePost-Sales Support and PromotionsSony Electronics

Jeff CampVice President,Call Center OperationsTXU Energy

Ginna SauerweinManaging DirectorFedEx TechConnectWestern Region

Michael MartinSenior Vice-PresidentFrontline SupportCIBC Retail And Business Banking

Kathryn McGavickCorporate Vice President, Customer SupportOuterwall

Alistair FirminVice President, Customer ServiceThe Standard

Janet BaileyDirector, Customer Contact OperationsGlobal and Americas OperationsStarbucks

Razia RichterSenior Vice President Chief Customer OfficerPetco

Jasmine GreenVice PresidentChief Customer AdvocateNationwide Insurance

Tim HicklerVP WW Customer ServiceAmazon

Lisa OswaldSenior Vice President, Customer ServiceTravelzoo Inc.

Sally McMahonVice President Channel ManagementSiriusXM

Andrew PineVice President Customer RelationsPorsche Cars North America

www.execsintheknow.com 1



Agenda Pre-Conference

5:30pm – 7:30pm Welcome Reception & Registration

Sunday, February 8th, 2015

Agenda Main ConferenceDay 1

Monday, February 9th, 2015

7:30am-8:30am Registration & Breakfast

8:30am-8:45am Conference Kickoff

8:45am-9:15am Scaling What Works For America’s Most Vulnerable Youth

Tim Hickler VP WW Customer Service Amazon

10:15am-10:45am Morning Break

• 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.

9:15am-10:15am Building a Great CX – Delivering Moments of Wow

Richard ShawChief Development Officer Youth Villages

10:45am-11:45am Corporate Benchmark PanelThe 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.






2:15pm-3:15pm How to Differentiate Through Customer ExperienceOne 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

Panel Moderator - Jason WolcottPresidentDigital Roots

Michele Watson VP Customer Care Wal-Mart eCommerce

Andrew PineVice President, Customer RelationsPorsche Cars North America

Lisa Oswald Senior Vice President, Customer Service Travelzoo Inc.

11:45am-2:15pm Idea Lab & LunchWorking 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. Your group will be tasked to report on one idea and identify its impacts on a brand’s customer success strategy.

Michelle D. BabbProcess Technology Manager Harley-Davidson

LeAnne Crocker Global Contact Centers Learning Development Hyatt






3:15pm-4:30pm Customer Experience Meet-Ups

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:

Kathy JuveChief Marketing Officer[24]7 Inc.

4:30pm-4:45pm Afternoon Break

4:45pm-5:30pm Customer Experience Face-Off: The Future of the Customer ExperienceEveryone 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.

Kelly KoellikerDirector, Solutions MarketingKANA, a Verint Company

Lorraine SchumacherDirector - Customer & Business Intelligence GroupVerizon

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:

John HuehnPresident & CEOIn the Chat Communications Inc.




Day 1Monday, February 9th, 2015Agenda Main Conference

6:30pm-9:30pm Networking Evening Event - Sponsored by

Panel Moderator - Dan GordonSVP Strategy and Development West Interactive

Kathi GurinCX Strategy & Solutions ConsultantSage Consulting, Inc.

Colin TaylorCEO & CCOThe Taylor Reach Group, Inc.

Bill PricePresidentDriva Solutions


Tuesday, February 10th, 2015

8:15am-9:00am Breakfast

9:00am-9:15am Kickoff

9:15am-10:15am Featured Speaker - Big Data Applied - How GM is Using Big Data to Improve Customer Experience one Customer at a TimeMost 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





Tuesday, February 10th, 2015

10:15am-11:30am Customer Experience Meet-Up’s

David MingleExecutive Director, GMNA Customer Experience GM Global Customer Experience Group

11:30am-11:45am Morning Break

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. According to research, traditional telephone is now the 4th channel choice for Generation Y – behind electronic messaging, social media and smartphone methods. However, unless all of your customers are between the ages of 18-33, you have a diverse consumer population, with evolving expectations for service excellence, through a variety of online, mobile and voice engagement options. What is critical to corporations is doing business the way consumers want, with a unified channel strategy that addresses all the expectations, across the total household. Engaging at key moments of truth; when they buy, want to make a change, have a break-fix issue, or want to cancel.

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:

Chris LordSVP, Global Growth Strategy and MarketingHGS

Amit ShankardassEVP Marketing Teleperformance

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:




12:45pm-1:45pm Lunch


Tuesday February 10th, 2015

Panel Moderator - Kevin BottomsGlobal VP, Customer Experience & Business DevelopmentTELUS International

Christian Jensen Director - Digital Commerce Customer Care Kohl’s

Carol Brolley Vice President of OperationsGlobal Business Services UPS

Kirsty Traill VP Customer Support HootSuite Media Inc

11:45am-12:45pm Driving 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.

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.




3:30pm-3:45pm Open Microphone/Close Conference

John WolfChief Marketing OfficerIntradiem

Janet BaileyDirector, Customer ServiceGlobal and Americas OperationsStarbucks

Philip PetesciaVice President CRM and Customer CarePost-Sales Support and PromotionsSony Electronics

2:45pm-3:30pm NPS 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.

Facilitator - Ken StephensDirector of SalesInteractions

Jeff CampVice President, Call Center OperationsTXU Energy


Tuesday February 10th, 2015

Claudia CristianiGeneral Manager, Consumer Global Service Delivery Microsoft

CUSTOMER RESPONSE SUMMIT - Execs In The Kno€¦ · The Customer Response Summit is about...

Documents

Transcript of CUSTOMER RESPONSE SUMMIT - Execs In The Kno€¦ · The Customer Response Summit is about...