11 AM - 11:30 AM ET
KEYNOTE PRESENTATION: Machine Learning Gone Wild: Exceptional AI for CX Success
Consumers expect top level technology from their favorite brands! Dull and non-intuitive CX is the quickest path to brand boredom. That’s why savvy organizations are implementing artificial intelligence (AI) platforms into their customer experience initiatives.
Personalization and AI are essential tools for CX success. During this keynote you will learn about the amazing potential of these technologies and how they can pump up your program initiatives.
In this session, topics of discussion will include:
Adhar WaliaProduct Management/ Program Management- Emerging Technologies (AI/ ML, IoT, NLP, Cloud)Starbucks
11:35 AM - 12:20 PM ET
PANEL DISCUSSION: Oh, the Humanity: Building a Post-Pandemic Framework of Trust for Customer Growth
The most successful companies during the Covid-19 crisis were those that learned how to earn their customers trust. Trust is multi-layered and should incorporate human needs and align company values with the way business is done.
One of the most powerful things you can do to safeguard your brand’s future is to build a customer-driven growth engine that enables trust.
In this lively discussion, panelists will share how they have embedded trust to improve profitability and gain a competitive edge.
Attend this session to learn:
Colin CrowleyVice President, Customer ExperienceFreshly
Anne Cramer, CCXPDirector, Customer Experience Center of ExcellenceDelta Dental Insurance
Ivonne KinserHead of Digital Marketing & E-CommerceAvocados From Mexico
Stacy McGranorCustomer Experience Program Director Sharks Sports & Entertainment
Denny Pezic Director, Customer JourneyKia Motors America
12:25 PM - 12:55 PM ET
KEYNOTE PRESENTATION: AI Augmentation of Human Decision Making- Reducing Information Overload
Have you ever felt overloaded with too much information? There is no doubt that in today’s world, we are surrounded by a wealth of data, sometimes with more distracting noise than meaningful signal. However, recent developments in artificial intelligence, data quality, and IT infrastructures, are enabling leaders to finally make sense of this data.
The concept of cognitive overload is real, given the multiple sources of information about our customers that we are bombarded with, 24/7. However, there is a solution. The answer lies in how we intelligently fuse to inform clear decisions and actionable insights.
Attend this session to learn the connection between recent advancements in artificial intelligence and the customer experience. Sean Batir, an MIT and Columbia graduate who has worked across the biotechnology, automotive, manufacturing, personal wellness, and defense sectors, will cover:
Sean BatirPrincipal of AI and Data StrategyUnited States Department of Defense
1:30 PM - 2:15 PM ET
PANEL DISCUSSION: Up, Down and Sideways: Building and Sustaining a Customer-Centric Culture
Culture is the common set of values that unites an organization and gives it clear direction. A customer-centric culture is essential to the success of any customer experience initiative. While many companies talk the values talk, most fail when it comes to turning those values into customer-first actions.
Building a customer-centric culture requires the creation of positive customer experiences through services, product delivery, and ongoing maintenance.
In this discussion, you will learn how top companies have improved customer-centricity to drive business and:
Alli BeaneFormer Senior Director, Customer Experience Insights, Brand Management and Global MarketingMarriott International
Andrew PineGlobal Director, Excite!Porsche Cars North America
Bruce StephanDirector of Customer Experience (CX), the AmericasCarlisle Companies Incorporated
2:20 PM - 2:50 PM ET
KEYNOTE PRESENTATION: Smooth Sailing CX: Being Prepared in your Journey to Achieve (Nearly) Frictionless Customer Experiences
Friction is anything that hinders a customer from having a positive engagement experience. That makes frictionless CX essential for retaining brand reputation and reducing customer churn. As firms launch initiatives to deliver impactful CX, being prepared to manage the myriad of challenges is critical to realize the desired outcomes.
Attend this session to learn about ways to accelerate your CX transformation:
Rajesh EshwarFormer Head of Client Experience and Delivery TransformationT. Rowe Price
2:55 PM - 3:25 PM ET
KEYNOTE PRESENTATION: Focus on the Customer as a Person - Mastering Voice of Customer (VoC) Feedback
The key to creating a superb customer experience begins with understanding each person as much more than a “shopper” or “user”. During this keynote session, you will learn how to better understand people and improve CX by employing complementary qualitative and quantitative research methods including:
You will also learn how to:
Alex GenovHead of Customer ResearchZappos Family of Companies