Pre-Conference: Monday, February 4, 2019
2:30 P.M. – 3:30 P.M. Interest Group Meeting – Outsourcing
2:30 P.M. – 3:30 P.M. Interest Group Meeting – AI
3:30 P.M. – 4:30 P.M. Interest Group Meeting – Women in Leadership
3:30 P.M. – 4:30 P.M. Interest Group Meeting – Gig Economy
5:00 P.M. – 5:30 P.M. First-Timers Reception
5:30 P.M. – 7:30 P.M. Welcome Reception
Sponsored by Gold Level Business Partner Teleperformance
Conference Day 1: Tuesday, February 5, 2019
7:30 A.M. – 8:30 A.M. Registration & Breakfast
8:30 A.M. – 9:00 A.M. Conference Kickoff
9:00 A.M. – 9:45 A.M. Keynote
HomeAway is a world leader in the vacation rental industry, with more than two million places to stay in 190 countries. HomeAway has undergone a remarkable transformation over the past several years, from a traditional digital advertising platform, to a fully ecommerce enabled, two sided digital marketplace. During the course of this journey, the customer experience team has evolved rapidly to create robust traveler support services, to increase trust and safety across in the marketplace, and to adapt policies and procedures to reflect the balance between the needs of owners/property managers and travelers. Please join Peter as he shares what drove this multiyear transformation, technology leveraged to help, interesting challenges along the way, and what the future holds for HomeAway and their customers.
9:45 A.M. – 10:30 A.M. CXMB Series Panel: Benchmarking the Industry
Gain insight into the CX strategies and best practices of some of world’s top brands as COPC Inc. and a panel of select industry leaders explore results from the newly published Customer Experience Management Benchmark (CXMB) Series Corporate Edition report. CXMB Series research is a collaboration between Execs In The Know and COPC Inc. Reports are published biannually and features both Corporate and Consumer Editions.
Featuring data from a survey conducted in the fall of 2018, the 2018 CXMB Series Corporate Edition report includes expanded research on the topic of artificial intelligence (AI), as well as ongoing coverage in critical areas like operational strategy and performance metrics. Find out what’s working, what’s still a challenge, and gain an insider’s perspective into each panelists’ organization as they share their experiences and expertise related to the most recent research.
10:30 A.M. – 11:00 A.M. Networking Break
11:00 A.M. – 12:30 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.
12:30 P.M. – 1:30 P.M. Lunch
1:30 P.M. – 2:15 P.M. Panel Discussion
2:15 P.M. – 3:00 P.M. Case Study
3:00 P.M. – 3:15 P.M. Networking Break
3:15 P.M. – 4:00 P.M. Keynote: Managing at Scale and Smart Prioritization
Most companies have hundreds, if not thousands, of ideas on products, processes or services to improve the Customer Experience but they lack a supply of resources to implement all of these ideas. The Smart Selection Process identifies the most valuable ideas to achieve the highest efficiency of product development in the areas that matter most to your customer and your business. This session will enable you to think differently about prioritizing your projects and managing a high volume of cross functional teams, all marching to the same beat. We will use real world business examples in which the methodology can be applied across a variety of industries and disciplines. Don’t miss this insightful session wrapped in fun stories from high profile companies.
4:00 P.M. – 6:00 P.M. Innovations Lab/Cocktail Hour
After a full day of discussions, join us to see concepts live in action and learn how they can be applied to improve CX in different channels and processes. In combination with our cocktail hour, the comfortable, relaxed setting will be the perfect backdrop for engaged conversations and learnings.
6:00 P.M. – 9:00 P.M. Evening Networking Event
Sponsored by Gold Level Business Partner Salesforce
We have a fun evening of great food, music and networking planned for you.
Conference Day 2: Wednesday, February 6, 2019
8:00 A.M. – 9:00 A.M. Registration & Breakfast
9:00 A.M. – 9:15 A.M. Day 2 Kickoff
9:15 A.M. – 10:00 A.M. Keynote – Investing to Cultivate Emotional Loyalty
Emotional loyalty is far more powerful and enduring than transactional loyalty. Like our most valued personal relationships, emotional loyalty to a brand is based on a reciprocal relationship built over time. Cultivating this level of affinity is highly valuable – but very challenging – and requires customer journey mapping in order to focus efforts strategically. Brad will share relevant examples from his time at both Starwood Preferred Guest (SPG) and Peloton on investing disproportionately at key ‘moments of truth’ in order to maximize emotional ROI.
10:00 A.M. – 11:00 A.M. Moments of Brilliance
Moments of Brilliance are short sessions that attendees will self-select and rotate every 20 minutes. We will have 3 simultaneous sessions taking place and attendees will be able to choose 2.
11:00 A.M. – 11:30 A.M. Break
11:30 A.M. – 12:15 P.M. Case Study
12:15 P.M. – 1:00 P.M. Lunch
1:00 P.M. – 1:30 P.M. AI Committee Keynote
1:30 P.M. – 2:15 P.M. Keynote
2:15 P.M. – 5:30 P.M. Industry Tour