CUSTOMER RESPONSE SUMMIT Seattle - Execs In … Customer Response Summit is about connecting with...

CUSTOMER RESPONSE SUMMIT

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

Register Today

Scott ShuteVP of Global Customer Operations LinkedIn

Denise RundleGeneral Manager, Microsoft Customer Service & SupportMicrosoft

Featured Speakers

Shellie DowSenior Director Contact Center Nintendo

Jennifer HansonSr. Group Manager,Target.com Guest Services Target

Peter AndrewsVP, Global Customer Operations, Expedia.com Expedia, Inc.

Diane MagersCustomer Experience Executive AT&T

Speaker Faculty

Seattle

SEPTEMBER 28-30, 2015

Paul BrandtVP Customer Account Management Group SolarCity

Mark HoneycuttDirector of GlobalOutsourcing &Support Services Amazon

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 Seattle

September 28-30, 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.

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THANK YOU to the 2015 Advisory Board

Catherine JensenVice President, Customer ExperienceSony Computer EntertainmentAmerica LLC

Jeff CampVice President,Call Center OperationsTXU Energy

Ginna SauerweinManaging DirectorFedEx TechConnectWestern Region

Michael MartinSenior Vice-PresidentChannel OptimizationCIBC Retail And Business Banking

Kathryn McGavickCorporate Vice President, Customer SupportOuterwall

LeAnne CrockerDirector - Global Reservation OperationsDesign & Learning CommunicationsHyatt

Janet BaileyDirector, Sales & Customer CareHarry & David

Razia RichterSenior Vice President Chief Customer OfficerPetco

Scott ShuteVice President of Global Customer OperationsLinkedIn

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

#crsummitJoin The Conversation: 1

12:45pm-5:00pm Microsoft Headquarter Tours

Get a behind-the-scenes tour at the Microsoft headquarters, in Seattle. Tours of the Envisioning Center and the Digital Crimes Unit, which are not open to the general public, will be available exclusively for our #CRSummit attendees. There is limited spacing available for the tours, so be sure to select it as an add-on during your CR Summit registration, to confirm your spot.

5:30pm-7:30pm Welcome Reception & Registration Location - Urbane Restaurant Sponsored by:

Agenda Pre-Conference Monday, September 28th, 2015

7:30am-8:30am Registration & Breakfast Location - Ballroom Foyer

8:30am-8:45am Conference Kickoff Location - Ballroom

8:45am-9:45am Customer Support in a Modern World: Helping People & Organizations Achieve More

The modern world is changing the game for customer service and support as companies are providing more products as a service. How we engage with customers in new and innovative ways, now and in the future, will propel the success of business and allow people and organizations to achieve more.

Denise RundleGeneral Manager, Microsoft Customer Service & SupportMicrosoft

Agenda Main ConferenceDay 1

Tuesday, September 29th, 2015Location: Hyatt at Olive 8


Agenda Main Conference

9:45am-11:15am Idea Lab Location - Ballroom FoyerWorking 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 Idea Labs 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.

11:15am-11:30am Break

11:30am-12:15pm Avoiding The Plateau Effect: Moving Your Customer Experience Metrics in The Right Direction

You work tirelessly so your customers will have an effortless, industry leading experience – and your executive team understands the value and vision of the customer experience efforts. In the beginning, everyone was excited about hearing the Voice of the Customer and putting insights into action, but lately you have this suspicion that collecting and reporting data has superseded long-term business change. Sound familiar? If so, you’re not alone.

In this session, our experts will examine how you can get your initiatives back on track and take your program to the next level, by re-thinking strategy and re-energizing activity. We will discuss:

• How to go beyond traditional Voice of the Customer data reporting and make it compelling for the organization to stay engaged

• Meaningful actions to stay “top of mind” with the organization’s leadership

Day 1Tuesday, September 29th, 2015

Location: Hyatt at Olive 8

Moderator - Nancy PorteVP of Global Customer ExperienceVerint

Diane Magers Customer Experience Executive AT&T



12:15pm-1:15pm Lunch

1:15pm-2:15pm Client Case Study: Take Flight - How Does Alaska Airlines Stay on Top of its Customer Experience?

For eight years running, Alaska Airlines has been named “Highest in Airline Customer Satisfaction Among Traditional Carriers” by J.D. Power and Associates. So, how did they get there? What makes them different? Join us as we share some of the innovative ways Alaska Airlines has used communication solutions to create a stand-out customer experience. You’ll walk away with tactics that may just skyrocket your organization’s customer satisfaction to the next level.

2:15pm-3:15pm Customer Experience Meet-Up’s



Facilitator - Dan Gordon SVP of Strategy & DevelopmentWest Interactive

Seth EttweinManager of Call Center Workforce PlanningAlaska Airlines

Location: Cyan Room, 3rd Floor

Session: Benchmarking Social Media Care

Synopsis:Does your organization support social media as a channel of care? Are you exploring the potential of this critical touch point? If the answer is “Yes” to either of these questions, you’ll want to join the “Benchmarking Social Media Care” Meet-Up for a glimpse into the current state of social media care. You’ll learn about channel best practices and recent innovations, as well as review results from the inaugural Social Media Care KPI Benchmark survey.

Facilitated By:

Jay WolcottCEODigital Roots

Amit ShankardassEVP Marketing Teleperformance

Location: Steel Room, 3rd Floor

Session: How to Deliver an Omnichannel Experience? Savvy Implementation For The Best Customer Experience

Synopsis: We live in an omnichannel world: 74% of customers use at least three channels when interacting with a company for customer service. These customers expect a consistent experience across all interaction channels, but do we really know what omnichannel means? What is omnichannel for YOUR company and YOUR customer?

In this roundtable session we will share fact-based insights on customer preferences and adoption of interaction channels. We will explore how to effectively offer and integrate the best mix of interaction channels in order to deliver seamless customer experiences. We will also discuss best practices for the development and deployment of databases, technologies and agent integrations required to deliver a truly omnichannel experience.

Facilitated by:



3:15pm-3:30pm Break

3:30pm-4:30pm Innovation in The New Speed of Retail

In Retail, the customer path to purchase is non-linear. However, customers provide constant signals about how they feel about their experiences with a brand, often covering multiple touchpoints, across the omni-channel spectrum. The always-on customer, through their brand experiences and signals, fuel a proliferation of big data as they continue to shop multiple brands through multiple devices and channels defining their journey. When combining customer experience with the complexities of store operations and supply chain logistics, Retailers are struggling to keep up with thechanging customer. So how do Retailers keep up with their current and potential customers? Through innovation in Customer Experience Design.

In this track, a panel of Retail experts will discuss innovation in Customer Experience Design with topics including: Customer Experience Journey Mapping, Personalization and Video & Social Media. Attendees will not only leave with an understanding of best practices for each topic, but also major pitfalls to avoid. All topics discussed will be relevant and insightful to other industries including: telecommunications, healthcare, insurance, technology, travel and entertainment and banking and finance.



Panel Moderator - Howard CohnSVP, GM RetailSutherland Global Services

Mark Honeycutt Director of Global Outsourcing & Support Services Amazon

Amy Jo (AJ) StarkAVP Digital Customer Service AT&T Mobility

Paul BrandtVP Customer Account Management Group SolarCity



5:30pm-6:30pm Cocktail Hour Location - Azure Room

Sponsored by:

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





Wednesday, September 30th, 2015Location: Hyatt at Olive 8

8:00am-8:45am Breakfast Location - Ballroom Foyer

8:45am-9:00am Day 2 Conference Kickoff

Location - Ballroom

9:00am-10:00am Using Big Data & Big Hearts to Create a Customer First EnvironmentLinkedIn has experienced exploding growth over the past decade. Scott will share how LinkedIn’s primary value of “Members First” shapes their experience strategy. He’ll explore how the customer support team at LinkedIn uses their Voice of the Member system to collect customer data and influence the product roadmap.

10:00am-10:45am Strategic Workforce Transformation - A Roadmap for the Future

To deliver against ongoing operational and rising customer experience pressure, frontline workforce leaders must think and act differently. In this interactive session, you will hear how PG&E is transforming its frontline workforce to drive significant customer experience, productivity and agent

engagement benefits.

10:45am-11:15am Break

Scott ShuteVice President of Global Customer OperationsLinkedIn

Facilitator - Kyle AntcliffVP of MarketingIntradiem

Kristin PunterManager of WorkforceManagementPacific Gas & Electric (PG&E)




11:15am-12:00pm Customer Experience Meet-Up’s

12:00pm-1:00pm Lunch

Location: Cyan Room, 3rd Floor

Session: Digital & Voice: Two Awesome Teams & Our Omni-Channel Dreams

Synopsis:Another service channel? Another piece of software on our desktop? Can I integrate it with my switch? Does it talk to my CRM? Can my agents handle yet one more thing? Voice stood alone as a channel for four decades. Email and web for 10 more years. Now, digital has exploded with apps, social, text, chat (web, mobile and in-app), early video, requests for messaging… and we’re still on the starting block. This is why we dream the omni-channel dream. But seriously, what is it? Is it one agent on one platform able to support any customer, with any inquiry on any channel? Let’s be reasonable. No enterprise will ever ask an agent concurrently serving three customers on text, chat or social to stop and take a phone call.

There are digital channels and voice channels. They will be managed by digital teams and voice teams. In forward-thinking companies, a common CRM that informs both teams will seamlessly bridge a best-in-class digital customer service platform and an equivalently innovative voice solution. Each will independently support their respective channels with scalable contact center processes refined over the past 50 years.

Agree, disagree or just come to learn. Join your peers to explore how industry leaders across verticals are addressing, strategizing and leveraging the continued explosive growth in digital and voice channels to drive efficiency and deliver an amazing unified customer experience.

Facilitated By:

Brian TimmonsCo-Founder TopBox

Location: Steel Room, 3rd Floor

Session: The Fusion of CX Analytics & Quality Process

Synopsis: The 90s called…they want their quality assurance process back! Random, agent-centric monitoring has its benefits, but what if a QA team could also become the tip of the spear for root cause analytics? QA teams, armed with the right tool, have the potential to be on the vanguard of problem resolution for common business obstacles such as product defects, payment issues, service challenges or missed sales opportunities.

Meet up with us to discuss the difference between traditional and evolved quality assurance and how to make the transformation. We’ll cover how the scientific targeting of issue-centric interactions for observation, the collection of time-sequenced interaction details and the analysis of this “DNA-level” data can accelerate the identification of root cause for your most impactful business issues.

Facilitated by:

John HuehnPresident & CEO In the Chat Communications Inc.




1:00pm-1:45pm The Empowered CX – Rethinking Service For Mobile & Self-Help

Customer interaction is no longer something that happens exclusively in the kitchen or living room while tethered to a phone or PC. While this may seem obvious to consumers who are rarely more than 10 feet from our smart device, what have major brands been doing to keep pace with the mobile expectation? What are companies doing to optimize engagement for customer empowerment, enabling self-service as the primary mode of resolution, while seamlessly integrating agent assistance as a point of escalation? How are consumer focused brands designing the experience with a start-stop-continue mind set, to reduce effort and provide the optimal channel of convenient resolution?

In this panel, customer engagement experts from leading global brands, will discuss topics including: priorities for designing a mobile customer experience and the self-help imperative.

1:45pm-2:30pm Client Case Study TBA

2:30pm-2:45pm Break

2:45pm-3:30pm Panel: TBA

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

Panel Moderator - Andrew KokesSVP, Global MarketingHGS

Peter AndrewsVP, Global Customer Operations, Expedia.com Expedia, Inc.

Shellie Dow Senior Director Contact Center Nintendo

Jennifer Hanson Sr. Group Manager, Target.com Guest Services Target


Agenda Post Conference WorkshopThursday, October 1st, 2015


8:30am-9:00am Breakfast

9:00am-12:00pm CXMB Series - 2015 Consumer Edition Workshop

The Post Summit Workshop will showcase a team of industry experts, examining the findings of the Customer Experience Management Benchmark 2015 Consumer Edition, released at CR Summit Seattle. The Consumer Edition of the CXMB Series provides a deep and powerful exploration of consumer behavior and opinion as it applies to the world of customer care. We will examine the successes and challenges that today’s customer care organizations face in a world where greater speed, personalization and efficiency is now the expectation.

Topics of discussion will include:

- Insight into what consumers want, need and expect from customer care

- Data points that will help identify gaps in customer care coverage

- Detailed channel-specific findings based on respondents that quality as users

- Consumer opinion on the importance and impact of the customer care experience

- Detailed demographic modeling of channel use and channel preference

Paul ShugaVice PresidentCOPC Inc.

**Please note that the Post Conference Workshop is not automatically included in your CR Summit Seattle registration. It must be added on for an additional $199 to your conference registration package.**

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