Pre-Conference: Monday, March 12, 2018
3:00 P.M. – 5:00 P.M. Innovations Lab
5:30 P.M. – 7:30 P.M. Welcome Reception & Registration
Conference Day 1: Tuesday, March 13, 2018
7:30 A.M. – 8:30 A.M. Registration & Breakfast
8:30 A.M. – 8:45 A.M. Conference Kickoff
8:45 A.M. – 9:30 A.M. Keynote
9:30 A.M. – 10:45 A.M. CXMB Series 2017 Corporate Edition: Discussing the Results – PANEL
Join COPC Inc. as they moderate a select group of industry leaders in discussing the results of the soon to be released Corporate Edition of the 2017 Customer Experience Management Benchmark (CXMB) Series. The CXMB Series is the product of a research partnership between Execs In The Know and COPC Inc. The reports, which are published bi-annually, cover the perspectives of both consumers and companies, with the Corporate Edition released each winter, while the Consumer Edition is released each fall.
This year’s CXMB Series Corporate Edition report features many new questions, enhancing the series’ unique vision into the customer experience (CX) priorities, initiatives and CX program structures of some of the world’s top brands. Results are also compared with those from the 2017 CXMB Series Consumer Edition report, revealing differences and similarities between the two perspectives. You don’t want to miss this discussion, which is sure to be both lively and enlightening.
10:45 A.M. – 11:15 A.M. Networking Break
11:15 A.M. – 12:40 P.M. Customer Shop Talk
Customer Shop Talk sessions are small industry expert led discussions, on a laser focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking which sessions to attend. Each discussion allows you 30 minutes to collaborate with your peers on your topic of choice.
1) CX Measurement for the Ever-Connected Customer
When given a choice, consumers prefer to interact digitally almost 70% of the time. Customer VOC measurement hasn’t kept pace, with most organizations still focused on traditional transactions and survey questions. The explosion of digital channels and always-connected customers has created a need to change feedback programs and step beyond software focused on measurement. Today, everyone has a role in operationalizing VOC—from leadership (monitoring change and enabling outcomes) to the frontline (accelerating performance and resolving issues).
This session examines how industry leaders are using customer journey mapping, predictive analytics, and closed-loop insight within CX measurement programs to capture feedback seamlessly across channels at the points that matter most to customers, tie CX to big data environments to proactively mitigate churn, escalation and repeat contacts, infuse the culture of daily accountability and performance coaching with CX, and optimize the omnichannel journey by correcting process and channel gaps.
2) BOTs, Speech and Humans – Seamlessly Balanced
Can your employees process 1,000 data points simultaneously, in order to provide the ideal experience for your customers? Given the answer is almost certainly ‘no’, does that mean artificial intelligence should replace your customer service agents in their entirety?
Explore the future of customer service, and understand that while the latest phase of automation – incorporating self-service, artificial intelligence and chatbots – can help reduce labour costs and streamline many customer interactions, it can’t handle every single customer journey or solve every problem your customers have.
Customer service is not a question of human versus machine, but a balancing act that incorporates AI and automation into your customer engagement strategy, alongside the expertise and knowledge of your employees.
You will learn:
o What role chatbots and other AI tools might serve for you and your customers.
o Why intelligent chatbot technology and automated services empower your human agents to deal with more complex customer service queries.
o How to build a viable service strategy around the digital, voice and human mix.
3) Practical Steps to Digital CX Transformation
Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. Digital interactions now account for more than 42% of all interactions taking place inside contact centers across the globe. At that current rate, digital is expected to overtake voice in 2018. Is your contact center ready? In this session, HGS will share tips for getting started on the digital transformation journey, best practices for measuring digital success, lessons learned from bots and AI integration, and strategies for implementing and improving text message customer service.
4) Are You Ready? This is the Year of Consumer Messaging & Bots
It’s a big year! 2018 will be the year of messaging and bots. There has been a lot of noise around bots, but few success stories have yet to emerge. And, with the pending releases of WhatApp and Apple Business Chat, it is critical companies understand consumers will have two more ways to message and interact directly with businesses. Sorting through the convergence of human-assisted and automated customer experiences is critical to stay competitive and grow your business.
Together with Mike Myer, CEO of Quiq, we’ll discuss:
Join Mike Myer, CEO of Quiq, to:
o The shift to consumer-driven digital engagement vs company-established traditional channels
o Which 2018 industry announcements will dramatically change the messaging landscape
o Why messaging and bots are a match made in heaven for customer experience
o How to build a path towards a successful automation strategy
12:40 P.M. – 12:50 P.M. 5 Minutes of Brilliance
12:50 P.M. – 1:50 P.M. Lunch
1:50 P.M. – 2:35 P.M. Case Study
2:35 P.M. – 3:20 P.M. The Impact of Disruptors on Customer Expectations and CX Delivery
Disruption has played a new role in how products are marketed, customers are served and the needs are met. With panelists from companies that are disruptive in their product or service, in hyper growth mode, or emerging brands that are game changers we will see, from their lens, their approach to the world of customer service. From strategies to technologies, from automation to a personal touch, we will discuss their approach. With a view forward, the panel will also explore a vision of how to leverage “start up” thinking for large scale brands and their customer care organizations.
3:20 P.M. – 3:30 P.M. 5 Minutes of Brilliance
3:30 P.M. – 3:55 P.M. Networking Break
3:55 P.M. – 4:40 P.M. Closing Keynote Day 1
5:30 P.M. – 6:30 P.M. Cocktail Hour
Who doesn’t like a happy hour after a long day? Get your Tuesday evening started right by joining your peers for drinks and conversation at Cocktail Hour.
6:30 P.M. – 9:30 P.M. Evening Networking Event
You do not want to miss our evening social event where the learning and networking continues, in a fun, relaxed environment. Join us for dinner, drinks, and an evening filled with music and show stopping moments!
Conference Day 2: Wednesday, March 14, 2018
7:45 A.M. – 8:45 A.M. Registration & Breakfast
8:45 A.M. – 9:00 A.M. Day 2 Kickoff
9:00 A.M. – 9:30 A.M. Indeed’s Mission of Customer Centricity
Never before has customer centricity been as important as it is today. Customers are demanding a unified, consistent experience and company foundations not built around the customer will fail in delivering on these growing expectations. Founded in 2004, Indeed set out to become the leader in job search by putting the job seeker first. Today they are the world’s #1 job site with over 200 million unique visitors every month while operating in over 60 countries. Join Michele Watson, SVP of Client Success at Indeed, as she shares how her organization is answering the call to deliver value to the business while staying true to their mission- the Customer.
9:30 A.M. – 11:00 A.M. Mini Case Studies
11:00 A.M. – 11:15 A.M. Networking Break
11:15 A.M. – 12:00 P.M. Engage Your Employees: Improve Customer Satisfaction and Your Bottom Line
Gallup reports that only one-third of U.S. employees are engaged in their job, and only about one in five say their performance is managed in a way that motivates them to do outstanding work. Employee engagement can help transform the employee experience and offer the flexibility and empowerment that today’s workers crave, while also driving business value.
In this interactive session, hear how leading organizations are attacking the problem of employee disengagement and attrition with proven strategies to drive increased productivity, revenue generation and customer engagement, including:
• Ensuring employees have the tools and knowledge to do their jobs effectively
• Capturing customer satisfaction data and sharing it with employees through coaching
• Establishing clear performance goals and growth paths
• Rewarding employees and encouraging collaboration
12:00 P.M. – 12:45 P.M. How companies are shaping the future of service with Artificial Intelligence – Panel
The one thing that Service leaders can agree on is that Artificial Intelligence is something they can’t stop hearing about it. Most would also agree that AI will fundamentally change how we provide customer service and the benefits that it can enable for your customers and your business. This panel will dive into the journey of 3 brands and the integration of AI their service strategies.
Join us to hear:
• How to get started in AI
• The best places to start your implementation plan
• The realities of implementation
• Success and failures that have led to Best Practices
12:45 P.M. – 1:15 P.M. Closing Keynote Day 2
1:15 P.M. – 2:00 P.M. Conference Close & Lunch
2:15 P.M. – 5:00 P.M. Industry Tour – TBA