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.


 

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.


 

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

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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.

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9:30 A.M. – 10:30 A.M. The Voice of the Customer on Channel Choice – Panel 

Join COPC Inc. as they moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series report, a collaboration between Execs In The Know and COPC Inc., is published bi-annually and features both Corporate and Consumer Editions.

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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.


 

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. Panel


 

2:45 P.M. – 3:30 P.M. Case Study 


 

3:30 P.M. – 4:00 P.M. Networking Break 


 

4:00 P.M. – 4:45 P.M. Panel


 

4:45 P.M. – 5:15 P.M. Day 1 Closing Keynote 


 

6:00 P.M. – 7:00 P.M. Cocktail Hour 

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.


 

7:15 P.M. – 10:30 P.M. Evening Networking Event 

After an action packed day, join us for some R&R. You won’t want to miss the delicious food, music, and great networking with your peers that we’ll have in store for you!


 

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. Keynote 


 

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 

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.

KEY TAKE-AWAYS:
• 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


 

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


 
11:15 A.M. – 12:00 P.M. Panel

 

 


 

12:00 P.M. – 12:45 P.M. Case Study


 

12:45 P.M. – 1:15 P.M. Closing Keynote 


 

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


 

2:30 P.M. – 5:00 P.M. Industry Tour 

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