Day One

31/01/2017

9.00am- 9.15am

Chair’s Opening Remarks

Speaking
Lance Gruner
Executive Vice President, Global Customer Care - Mastercard

9.15am- 9.45am

Keynote Presentation: 5 Competencies to Define and Create Success for the Chief Customer Officer

Demystify how you can successfully lead a customer experience transformation and engage you in immediately understanding the five-competency framework that has launched and advanced the customer experience transformations  around the world. Evaluate just how you go about building a customer-centric company? How do you earn the right to growth, by improving customers’ lives? Navigate embedding these… Read more.

Speaking

9.45am- 10.15am

Keynote Presentation: Critical Success Factors – Getting Business Value from Improved Customer Experience

Defining the benchmarks which can lead to successful implementation of customer experience optimization projects. Overcoming the barriers in driving a customer-centric culture, breaking down organizational siloes and aligning people, process and technology to optimize outcomes. Expanding the remit of customer care beyond typical customer service functions and yielding a united brand effort to leverage the… Read more.

Speaking
Jose Vergara
Chief Customer Officer - McKesson

10.15am- 10.45am

Panel Discussion: What Characteristics Are Needed to Be An Effective Chief Customer Officer?

Case studies from different experiences of leading CCOs discussing how they matured into the role they inhabit today. What are the necessary attributes needed to become a CCO? How would you explain the to a graduate hoping to become a business? What is the next logical step and evolution of the role?

Speaking
Nick Frunzi
Chief Customer Offficer - Esri
Gregory Knight
SVP, Chief Customer Officer - CenterPoint Energy

11.15am- 11.45pm

Keynote Presentation: Rethinking the Customer Experience for Digital

Learn about the strategy and infrastructure required to address the new requirements of managing and delivering customer experience in the digital era. Evaluating methods in pioneering a uniform concept of the customer experience and leveraging all departments in delivering on every touch point. Using your platform as a C-Suite executive to evangelize and educate your… Read more.

Speaking
Karen Pascoe
SVP, Experience Design, Digital Payment & Labs - Mastercard

11.45am- 12.15pm

Keynote Presentation: Does Your CX Management Program have an Expiration Date?

Establish best practices in building a Customer Experience (CX) program to be enduring and successful whilst galvanizing strong organizational support and a laser focus on actions that lead to improved business outcomes. Evaluate the steps needed to build a perennially successful CX management program. Provide case studies on wow companies focused on building mature CX… Read more.

Speaking
Michael Allenson
Principal CX Transformation Consultant - MaritzCX

12.15pm- 12.45pm

Keynote Presentation: Establishing Alignment Between the Sales, Marketing and Customer Service Functions To Support Customer Outcomes

Evaluating the role of the CCO in catalyzing an interdisciplinary approach to the customer journey and organizing functions around what the customer wants. Utilizing design thinking to maximize functional collaboration around customer delivery. Harnessing customer insight and VoC to measure customer outcomes, build trust and brand loyalty.

Speaking
Gregory Knight
SVP, Chief Customer Officer - CenterPoint Energy

12.45pm- 1.15pm

Panel Discussion: Metrics & KPI’s – How to Demonstrate Your Value and Impact of a CX Strategy

Examining the importance of early wins in the CCOs journey to establish your position and to allow greater focus on deepening customer relationships. Understanding the intrinsic link between your position and how that drives value and increased customer spending, customer loyalty or retention. Discussing methods and metrics which can be used to quantify and qualify… Read more.

Speaking
Ari Radetsky
Vice President, Customer Experience - Winc Wines
Jose Vergara
Chief Customer Officer - McKesson
Ejieme Eromosele
Managing Director, Customer Experience - New York Times

Discussion Group Session 1

2.15pm- 3.00pm

Discussion Group 1A: Building a Customer-Centric Data Strategy and Breaking Down Organizational Data Pockets

Highlighting how you can maintain your CCO and improve customer retention, loyalty and acquisition through rigorous customer intensive data insight processes. What should you consider when contextualizing data captured from consumer behavior including the potential for external data leverage? Improving ROI on customer interactions through applied data science and communicating findings to all levels of… Read more.

Jascha Kaykas-Wolff
Chief Marketing Officer - Mozilla
Ejieme Eromosele
Managing Director, Customer Experience - New York Times

2.15pm- 3.00pm

Discussion Group 1B: Overcoming Budget Restraints and Gaining Resource Traction to Drive Transformation Efforts

Broadening the level of understanding regarding the type of resources which must be acquired to transform an organization’s customer strategy.. Examining the methods being used to improve results without raising budgets by creating a customer-centric culture and awareness at all levels of the organizational structure. Cutting through the noise and Identifying the right technology to… Read more.

Waves Mowatt-Kane
Program Director, Customer Experience - Amtrak
Jon Robertson
Chief Customer Officer - Desk Yogi
Kelly Harper
Director, Customer Experience Learning - BMO Bank

2.15pm- 3.00pm

Discussion Group 1C: Maintaining Long-Term Board Level Interest in Customer Experience Projects

Communicating the importance of continued customer experience innovation and implementation of experimental projects. Evaluating how you can justify long term spend and benefits to organizational growth. Examining how to balance short and long term investment benefits whilst delivering incremental value to your organization.

Marijke Maartense
Director, Global Customer Experience - Philips Healthcare

Discussion Group Session 2

3.00pm- 3.45pm

Discussion Group 2A: Transforming the Voice of the Customer (VOC) into Real Actionable Insights

Determine the ideal sources for your VOC and how best to manage, analyse, and distribute customer insights. Understand how to deliver the right customer intelligence to the right individuals in a format ready-made for action. Decide how best to leverage customer insights to optimize decision-making and drive increased retention, loyalty and growth.

Kara R. Kalivoda
Head of Global Voice of the Customer - Verizon Enterprise Solutions
Stephanie Cochinos
AVP, Marketing Strategy, Global Brand & Marketing - MetLife

3.00pm- 3.45pm

Discussion Group 2B: Harmonizing Your Brand, Marketing and Customer Experience Functions to Bolster Business Outcomes

Discussing the relationship between the marketing and customer experience functions with case studies from a cross-sector of professionals. Which arrangements yield the best results and are there any signs of convergence or divergence? Debating the future of marketing and CX and the role of technology in enhancing experiences.

Dana Wilson
Vice President, Customer Experience, Process Improvement - Comcast
Ejieme Eromosele
Managing Director, Customer Experience - New York Times

3.00pm- 3.45pm

Discussion Group 2C: Implementing a Cross-Functional Approach to End to End Customer Experience Design in the Digital Age

Determine the challenges in delivering a consistent customer experience at all points in the purchase journey across a multitude of platforms. Evaluate the trends in technology and tools which can be used to create better customer experiences. How can senior CX professionals ensure that the right steps are being made create an emotional connection with… Read more.

Waves Mowatt-Kane
Program Director, Customer Experience - Amtrak
John Forrester
Chief Marketing Officer - Inbenta
Marijke Maartense
Director, Global Customer Experience - Philips Healthcare

4.15pm- 4.45pm

Keynote Presentation: Advocating Customer-Centric Transformation From The Inside Out to Deliver on Service Excellence

Leveraging your platform to instill customer-centric values to your employees and the importance of rewarding incentives for customer service excellence. Understand the crucial nature of the employee-customer relationship and maximizing both sides of the spectrum to bring real benefits to the bottom-line. Examining the benefits of establishing a grass-roots take on creative initiatives to support… Read more.

Speaking
Patrick Duffy
Global Director, Vacations & Chief Experience Officer - Diamond Resorts International

4.45pm- 5.15pm

Panel Discussion: Recruit, Resource and Retain – Building CX Teams to Further Empower & Enable

What qualities should a CCO be looking for in their staff to enable their respective plans and where can this talent be sourced? Creating a solid foundation of skills and knowledge for your staff and understanding what impact the millennials have on recruitment? How do you get the most out of your teams and build… Read more.

Speaking
Jon Robertson
Chief Customer Officer - Desk Yogi
Patrick Duffy
Global Director, Vacations & Chief Experience Officer - Diamond Resorts International
Karen Pascoe
SVP, Experience Design, Digital Payment & Labs - Mastercard

5.15pm- 5.30pm

Chair’s Closing Remarks

Speaking
Lance Gruner
Executive Vice President, Global Customer Care - Mastercard

6.30pm

End of Day One

View the Agenda for Day Two