Execs In The Know- A Global Network of Customer Experience Professionals

CRS Chicago – Agenda at a Glance

Pre-Conference: Tuesday, September 19th, 2017

3:15 P.M. – 4:00 P.M. Leaders Learning From Leaders

Pick a topic and join your peers for an informal discussion on a shared topic of interest. These are small groups, driven by the voices in the room. A moderator will be provided in each room, but the attendees will set the detailed discussion for the selected topic.

Topic: Social Care
Location: Superior, 3rd Floor

Topic: Journey Mapping
Location: Michigan, 3rd Floor

Topic: Best Practices on Turning Insights (Analytics) Into Actions to Drive Revenue & Delight Your Customers
Location: Huron, 3rd Floor


4:15 P.M. – 5:00 P.M. Leaders Learning From Leaders 

Pick a topic and join your peers for an informal discussion on a shared topic of interest. These are small groups, driven by the voices in the room. A moderator will be provided in each room, but the attendees will set the detailed discussion for the selected topic.

Topic: Offshoring
Location: Huron, 3rd Floor

Topic: Emerging Tech
Location: Michigan, 3rd Floor

Topic: Employee Engagement
Location: Superior, 3rd Floor


5:30 P.M. – 7:30 P.M. Welcome Reception & Registration 

Location: The Patior at Arc Bar

Sponsored by:



Conference Day 1: Wednesday, September 20th, 2017


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. Creating Delighted and Loyal Customer Through our Digital Transformation 

The digital revolution is rapidly changing the marketplace and our customers’ expectations. In a cloud and mobile driven world, customers want access to service and support when they want, how they want and where they want. Microsoft has embarked on a digital transformation to provide our customers expert advice quickly and seamlessly on their terms. Through AI, machine learning and other technologies, we are helping our customers self serve and providing our engineers and agents tools that enable them to provide more personalized assisted support.



9:30 A.M. – 10:30 A.M. Exploring the Journey: 2017 CXMB Series Consumer Edition Results – PANEL

Join COPC Inc. and a select group of industry leaders for a lively discussion revolving around research highlights from the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series of reports, a collaboration between Execs In The Know and COPC Inc., is published bi-annually and features both Corporate and Consumer Editions.

The 2017 CXMB Series Consumer Edition continues established trends, while also venturing into new areas of exploration. Listen in as industry leaders discuss how shifting consumer behaviors and opinions have helped shape priorities and initiatives over the past year, and find out which opportunities and challenges are coming into view next.




10:30 A.M. – 11:00 A.M. Networking Break


11:00 A.M. – 12:50 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) Topic: Debunking the AI and Chatbots Myths: What You Need to Know to Plan Your CX Strategy

Location: ADLER / CC24

It seems that virtually every tech vendor is now “AI-powered”. With any new technology, there’s a lot of
hype, which leads to confusion on what the technology can and can’t do. In this session [24]7 will examine
some of the top myths about AI and chatbots, and discuss guidelines to help you develop your corporate
strategy for implementing these new technologies – along with examples of companies that are doing it
well. You’ll learn:

– The myths and realities about AI and chatbots and how to leverage these technologies to attract and retain
quality customers.
– How Artificial Intelligence and Machine Learning work in practice.
– Things to know to get on the fast path to business results.

2) Topic: Journey Analytics and Effortless/Personal Keys for the Next Era of CX

Location: BURNHAM / CC23

The session will discuss how you can use journey analytics and new digital approaches to orchestrate an “outside in” customer journey that is more personal and predictive while reducing effort. We will also share best practice use cases where AI, bots, digital self-service, and humans can work hand-in-hand. Join us to discuss and learn about this new era of effortless, personal omnichannel CX where old and new emerging channels come together and robots and humans work as one.

3) Topic: The Importance of eNPS

Location: CLARK / CC22

Employees who are engaged are enthusiastic about their jobs and their company.  Not only is their enthusiasm contagious, affecting other employees’ productivity and customer satisfaction, but it also motivates them to come up with creative and innovative ideas that improve the organization and services.  Companies have good reason to understand employee engagement levels and earn employee enthusiasm and loyalty.

–  What is eNPS and why you should care
–  Lessons from Silicon Valley
–  Driving engagement in a millennial workforce

4) Topic: Leveraging Enterprise-Class Chatbots for Self-Service Customer Success

Location: DUSABLE / CC21

According to a report from the Aberdeen Group, 55% of companies employ self-service solutions, and 26% said they planned to build a chatbot as part of their self-service strategy. Last year, tens of thousands of chatbots were built and launched. Most of them failed due to a lack of enterprise capabilities. Chat remains the number one way customers want to talk to brands, and they often want to talk when customer service teams are offline. This presentation will talk about the way companies are deploying enterprise-class chatbots and generating customer and business success.

– The definition of an enterprise-class chatbot, one that yields effective business results.
– What is natural language processing technology and machine learning for chatbots.
– Approaches to integrate with your existing systems and knowledge bases.

5) Curating a Cost-Effective Omnichannel Experience: Balancing cost and quality through the integration of shoring, sourcing and digital strategies

Location: FIELD / CC20

Customer demands are higher than ever, as they expect an ever-increasing level of customer service that meets their needs across a wide variety of devices and channels. For brands, this growing complexity means providing an increasing number of delivery options at a higher quality level, while still meeting the same budgetary constraints. Together we discuss several ways to achieve an economical blend of sourcing opportunities, geographical diversity, and digital alternatives while still enhancing the customer experience. We will explore the options for leveraging the value of human capital through on-shore, offshore and near-shore otions – within both captive and outsourced models. We will discuss best practices to help navigate the balancing act of cost vs quality.

6) Elevating Contact Center Performance with Robotic Process Automation

Location: Prairie A

Intelligent automation is transforming every aspect of the customer experience and the ways companies need to service, support, and sell. Join this interactive session to learn where robotic process automation (RPA) is having a major impact in reducing front line agent and staff effort, as well as streamlining operations to meet the expectations of consumers and businesses today. In this session, we will present real world examples with key lessons learned and results for a wide array of use cases, ranging from desktop automation and case management to compliance, fraud, and personalized selling.


12:50 P.M. – 1:50 P.M. Lunch


1:50 P.M. – 2:00 P.M. 5 Minutes of Brilliance 


2:00 P.M. – 2:45 P.M. How Intelligent Self-Service powered by AI is Changing the Call Center Landscape – Panel

The explosion of voice based digital assistants is rapidly shifting consumers’ willingness and expectation to talk to a machine.  This trend is also increasing their expectations regarding the intelligence of automated self-service.  For brands, the trend offers an opportunity to deliver a better service experience when implemented and executed with the customer at the center of the decision making.

In this panel top brands will bring their practical experiences implementing intelligent self-service as they discuss:

– When is the right time for a self-service strategy

– What is the proper balance of virtual agents and human agents

– What level of application complexity can be automated

– How seamless multi-channel self-service can be achieved


2:45 P.M. – 3:30 P.M. How Innovative Partnerships Bring Care Even Closer to the Customer

Samsung constantly pursues innovative ways to connect customers with quality care. As part of this commitment Samsung wanted to engage their best users on a new level. Partnering with Directly, Samsung has enabled their power users to earn rewards for answering customer questions, both personally and through innovative, community-powered chatbots. Join Senior Vice President of Customer Care at Samsung Electronics America, Michael Lawder, and CEO of Directly, Antony Brydon, as they discuss opportunities for companies to transform customer care by working with your existing ambassador customers in novel, non-traditional ways. You’ll also learn how Samsung and Directly are combining AI/chatbots, digital messaging channels, and customer experts to drive lower costs and higher customer satisfaction—all with a low risk, performance-based business model.


3:30 P.M. – 3:45 P.M. Networking Break 


3:45 P.M. – 4:30 P.M. Designing Customer Interaction Experiences from the Consumer Point of View – PANEL

This panel of industry experts will discuss:

– Effort – What does effort mean to the consumer and what is too much?
– Demographics – Who your customer is impacts how you need to connect with them.
– Channels – With the ever increasing ways that consumers can connect with brands, what’s a brand to do? (determining the right channel mix based on the above items)
– Cross channel and flow – Designing for the best experience
The right mix of self service automation vs human interaction — when to apply which.


4:30 P.M. – 5:15 P.M. Using Risk Management as a Service Differentiator

This session will begin by looking at the sweeping changes in risk management brought on by the digital revolution and the changing needs of our customers. Brian Mullins, Head of Risk Operations at Square, will discuss the key considerations for brands as they look at the future of Risk Management. Brian will also share his insights on how Risk Management can become a key service differentiator in your CX strategy.


5:45 P.M. – 6:45 P.M. Cocktail Hour 

Location: Prairie B

Who doesn’t like a happy hour after a long day? Get your Wednesday evening started right by joining your peers for drinks and conversation at Cocktail Hour.

Sponsored by: CHlogoCMYK


7:00 P.M. – 10:00 P.M. Evening Networking Event 

Get ready to get your howl on! 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!

Thank you to our sponsors at Sutherland!


Conference Day 2: Thursday, September 21st, 2017


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. – 9:45 A.M. Comprehensive CX Support at Lyft: Leveraging VOC to Drive Continuous Improvement and Delight

Leading rideshare company Lyft emphasizes end-to-end CX to include support (both reactive and proactive), while leveraging Voice of the Customer (VOC) insights to drive companywide, continuous improvement and delight. Mary Winfield, VP of Customer Experience Trust at Lyft, will be sharing the key future needs to drive CX for the brand, with a focus on elimination, automation, and the right time for human assistance. Mary will be sharing some specifics on how Lyft will accomplish this through process ownership, continuous improvement, help access points, AI, segmentation, personalization and multi-channel options.



9:45 A.M. – 10:55 A.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) Topic: Drive Your Organizational Strategy: Leveraging the Voice of Your Customer, Business Insights 

Location: ADLER / CC24

Are you listening to the voice of your customer (VoC) and connecting that to the right metrics and processes to achieve your business objectives? In this interactive session, we will discuss moving from reactive data and tactical operations management to proactive data and strategic management by using analytics as a tool to facilitate VoC decision making. Each participant will unpack opportunities to evaluate their business insights framework and assess where their organization currently resides within each stage of proactive data management.

– Benchmark your approach to determine if you are proactive or reactive in use of business insights
– Best practices on measuring the right metrics
– Guide to identifying opportunities to create action from your insights

2) Topic: A New Perspective on Customer Contact Strategies

Location: BURNHAM / CC23

How do you develop your customer contact strategies and processes? Is it based on channels? Or is it based on agent skills? Or something else entirely? With the evolution of self-service and unassisted channels, and the quest for the nearly impossible omnichannel experience, sometimes it’s difficult to see the forest through the trees. High performing organizations are looking at the customer journey from the customer’s perspective to dictate their contact strategies and processes. In doing so, many find that a 100% omnichannel experience isn’t the right answer. Join COPC Inc. for a thought provoking discussion where they share examples of what the customer journey looks like from the customer’s perspective, and learn practical ways on how you can begin to take this approach in your own organization.

3) Topic: Quick Steps to Making Digital Sales & Service AWESOME for your Customers and your Company!

Location: CLARK / CC22

Today, less than 50% of consumers want to contact companies by phone. And more than 90% of us say we’ll be contacting companies over the full spectrum of digital channels within the next two years. The digital wave is upon us and the time to make these “emerging” technologies scalable, efficient and amazing for customers is now. Join this interactive session with InTheChat CEO, John Huehn, to discuss 5 proven step and strategies to win in the digital customer experience space.


10:55 A.M. – 11:15 A.M. Networking Break 

11:15 A.M. – 12:00 P.M. Providing Service Over Messaging Channels Uniquely Delivers the Experience Customers Demand – Panel

Whether with a live person or (increasingly) with a chatbot, consumers overwhelmingly prefer texting for their service interactions. While many companies have been slow to adopt a messaging channel strategy, now is the time to consider which channels and which interactions best suit their goals in becoming a customer-centric organization.

In this panel, leading brands will discuss:

– Understanding which interactions are best suited for messaging channels

– How to choose the appropriate channels for messaging interactions

– Connecting messages to the live contact center and when to escalate

– Knowing the limitations of messaging and blending with a live agent


12:00 P.M. – 12:45 P.M. Nonstop to Delight: How JetBlue is Putting Humanity Back Into The Airline Industry

In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for sustainable competitive advantage. But in the rush to be everything to everyone, the danger many companies face is in failing to meet the one, sustaining need of its customers: the need for human connection.

JetBlue was founded on the mission to “bring humanity back to air travel.” One of the guest speakers was crew member number 8 at the company and built the customer service team from the ground up.  JetBlue started on the idea that customer service would be a key differentiator in the airline industry. Gladly shares JetBlue’s vision for service that puts the customer at the center of its operations. Joseph Ansanelli, CEO and Co-Founder of Gladly will join JetBlue to facilitate an active discussion on:

– Lessons from how customer service has set the airline apart in the past, present and vision for the future

– How companies like them are working to humanize every interaction through a combination of technology and people

– Practical ways companies can center service on the customer, no matter the communication channel


12:45 P.M. – 1:15 P.M. Customer Obsession at Amazon

The customer is always at the top of mind at Amazon. ‘Customer Obsession’ is one of the leadership principles used every day by Amazonians, whether discussing ideas for new projects, deciding on the best solution for a customer’s problem or interviewing candidates. In his address, Tom will share how leaders at Amazon start with the customer and work backwards, and some of the mechanisms used to constantly improve customer experiences.



1:15 P.M. – 2:15 P.M. Conference Close & Lunch 


2:30 P.M. – 5:00 P.M. Hitting it Out of The Park: Optimizing The Fan Experience at Wrigley Field 

2016 National League Championship Series and 2016 World Series Winners, the Chicago Cubs are one of the oldest and most well-known clubs in Major League Baseball.

Join us for an exclusive tour of the legendary Wrigley Field and the inner workings of customer experience at the club. Get a behind-the-scenes look at new improvements that have been made to Wrigley Field that are ensuring their fans have a seamless and entertaining experience. You will see how the franchise is focused on elevating the fan experience and taking every opportunity to create personalized engagement and service, both in and out of the ballpark. The tour will also showcase how the club is driving employee satisfaction and engagement in their brand new, state-of-the-art facilities for game day associates and full-time staff. See for yourself how the Cubs are enhancing the experience at Wrigley Field, while still staying true to its history and roots.

Sponsored by: