carine clark...you create and run programs, and therefore should be the essence of how you structure...

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DELIVERING THE

PROMISE OF

CUSTOMER

EXPERIENCE

AG

END

AA

PRIL 25-27

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DELIVERING THE PROMISE OF CUSTOMER EXPERIENCE

I am delighted to welcome you to CXFusion 2016!

This year’s conference focuses on how delivering on the promise

of your customer experience (CX) program is fundamental to why

you create and run programs, and therefore should be the essence

of how you structure and manage programs. I know your time

is valuable and I want to personally thank you for choosing to

attend CXFusion. I look forward to meeting with you and hearing

your thoughts about how to drive positive change in our industry.

Regards,

Carine ClarkPRESIDENT & CEO, MARITZCX

Bellagio Ballroom Main Hall

Breakout 3

Breakout 2

Breakout 1

Registration

Monet Patio

Networking Hall

AttendeeMeals

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Monday, April 2511:00am-6:00pm Registration | Check-in (Networking Hall)

1:00pm-2:50pm Workshops

3:00pm-4:50pm Workshops

5:00pm-6:00pm Happy Hour (Networking Hall)

Essential Survey Design Best Practices Funda Whitaker, Sr. Director of Strategic Research Services, MaritzCX Learn a modern approach to survey design that will yield better data that’s more usable to drive change, help drive growth, and create more support for your programs.

Mobile Survey Design Ted Saunders, Digital Solutions Manager, MaritzCXTulsi Dharmarajan, Director Product Management, MaritzCX

Learn how to design surveys for mobile. Bring your laptop so we can jump right into practical exercises.

The Basics of Journey MappingBrian Doyle, Senior Director of Strategic Consulting, MaritzCXMatt Inman, Senior Director of CX Strategy & Design, MaritzCX

Understand how customer journey maps can inform your CX program. Learn hands-on experience and advice to streamline your efforts to develop your own journey map. This is a repeat of the previous session.

Issues in International CX Taking your CX program to new lands--how do you do it?

Setting CX Goals Dave Ensing, VP Solution Strategy, MaritzCXDave Fish, SVP Expert Services, MaritzCX

How do you effectively set up a framework of CX goals?

CXEvolution Roundtable Hour Dave Fish, SVP Expert Services, MaritzCX

Discuss questions relevant to your company’s current CX maturity with companies in a similar stage.

Championing CX Change Michael Allenson, Senior Strategic Consulting Director, MaritzCXKari Woolf, Product Marketing Director, MaritzCX

Michael Allenson unveils a CX change tool kit and explains how to use it to spark important conversations and how to gain support for change through the CXEvolution framework.

Building a Strong VoC Program Jeff Olsen, Director of Training & Education, MaritzCXDebbie Simpson, Lead Instructional Designer, MartizCX

Learn how to build and launch a strong VoC/customer feedback program. Get hands-on, practical advice to save time and get better results with your launch and program development.

Telling the Story with Dashboards Eleanor Tellina, Director Solutions Design, MaritzCXMelissa Wozniak, Senior Solution Designer, MartizCX

How to effectively structure dashboard design and flow to maximize action through all levels of the organization.

Text Anlaytics TricksEleanor Tellina, Director Solutions Design, MaritzCXMelissa Wozniak, Senior Solution Designer, MartizCX

How can you design your surveys and other data collection hubs, so that the right answers show up for the right people in your CX platform?

Introduction to Basic CX Analytics Topics covered include probability theory, sample methodology, introduction to Bayesian concepts, machine learning principles, and traditional parametric t tests, z tests, one way ANOVA, correlation, and non parametric approaches.

The Basics of Journey MappingBrian Doyle, Senior Director of Strategic Consulting, MartizCXMatt Inman, Senior Director of CX Strategy & Design, MaritzCX

Understand how customer journey maps can inform your CX program. Learn hands-on experience and advice to streamline your efforts to develop your own journey map.

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Tuesday, April 267:00am-8:20am Registration | Breakfast (Networking Hall)

8:30am-10:00am Carine Clark, President & CEO, MaritzCX

Delivering the Promise of Customer Experience Many CX practitioners want their programs to optimize the customer and employee experience at every stage of the journey. Yet, even the best programs struggle to fully achieve this promise. Carine and guests will present key principles and trends that make the promise of delivering a first-rate customer experience a reality.

Charles Best, President & CEO, Donorschoose.org

Charles Best leads DonorsChoose.org, a nonprofit organization that provides a simple way to address educational inequity. At Do-norsChoose.org, public school teachers create classroom project requests and donors can pick the projects they want to support. Charles launched the organization in 2000 out of a Bronx public high school where he taught history. DonorsChoose.org is one of Oprah Winfrey’s “ultimate favorite things” and was featured on the cover of Fast Company as one of the “50 Most Innovative Com-panies in the World.” For three years, Fortune Magazine has named Charles to its “40 under 40 hottest rising stars in business.”

10:00am-10:30am Break (Networking Hall)

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Tuesday, April 26 (Continued)10:40am-11:20am Breakout Sessions

11:30am-12:10pm Breakout Sessions

12:15pm-1:20pm Lunch (Networking Hall)

1:30pm-2:10pm Breakout Sessions


Panel: CX Innovation in Retail Learn how CX leaders in the retail industry think outside the box when it comes to CX.

Communicating Your CX Program Internally How others have given their CX programs internal traction through branding and stories.

MaritzCX Integrations: Sharing the CX Data (and Love) with Enterprise SystemsAlan Gee, Sr. Product Manager, MaritzCXJD Jeppson, VP Business Development and Partnerships, MaritzCX

Learn about the pre-built integrations and open API we have available today—and get a sneak peek at what’s coming next in our integration game plan.

Innovating Through Personalized Service How one Wells Fargo B2B division proactively uses service consultations to find innovation opportunities and secure loyalty.

Cultural Change Watch the unveiling of new research on the complex world of B2B customer experience management.

Seizing the Front Line Moment with MaritzCX Case ManagementBryan Rhodes, Director Product Management, MaritzCX

Take CX insights from the board room all the way to the front line to drive action and results, and trigger hot alerts based on real-time analysis of customer comments.

The Science of CXEvolution Assess, place, and evolve. Discover the thinking behind CX maturity models and discover what you should focus on next.

Creating a Blueprint for CX ActionDiscover how blueprinting can help your organization go from overall journey awareness to specific action management.

Understanding Luxury CX Ana Brant, Director Global Guest Experience & Innovation, Dorchester Collection

Luxury today can’t just be an upgraded version of normal. Luxury experience starts with a deep understanding of what each customer needs in the moment.

Predictive Analytics Sneak PeekJason Taylor, CTO/EVP Engineering, MaritzCXJustin Thompson, VP Product Strategy, MaritzCXMark Magee, VP Product Mgmt, MaritzCX

Find out what we’re doing with predictive analytics to revolutionize the way you deliver CX through greater visibility, faster insights, and proactive interventions.

Role of Emotion in CX Why customers’ emotions matter and how to measure them in survey questions.

Advanced Analytics To GoLearn about three analytical frameworks to help you drive deeper insight.

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3:00pm-3:30pm Break (Networking Hall)

3:30pm-4:20pm Panels

4:30pm-5:15pm David McCandles, Information is BeautifulDavid McCandless is a London-based author, data-journalist and information designer, working across print, advertising, TV and web. His blog and best-selling books InformationIs Beautiful (2009) and Knowledge is Beautiful (2014) are dedicated to visualizing ideas, issues, knowledge and data—and to discovering novel patterns and stories in the seas of data swamping and surrounding us.

What the CEO Wants from You Practitioners often ask how they can get the C-Suite’s attention for their initiatives. But what does the C-Suite want from you? Learn how excutives like CX delivered.

The Future of Feedback “I love taking surveys”--said no one ever. This panel brings together business leaders and consumer experts to discuss the ways innovative companies are capturing feedback without intruding on customers’ lives.

M A I N H A L L B R E A K O U T R O O M 2

Using CX Data on the Front-lines The biggest ROI on your CX efforts is in the hands of your front-line employees. How can you make sure your CX data is being executed?

B R E A K O U T R O O M 1

The Science of CXEvolution Assess, place, and evolve. Discover the thinking behind CX maturity models and discover what you should focus on next. This class is also available Tuesday afternoon.

What’s New and Coming in the MartizCX Platform Jason Taylor, CTO/EVP Engineering, MaritzCXJustin Thompson, VP Product Strategy, MaritzCXMark Magee, VP Product Mgmt, MaritzCX

Get the latest thinking, developments, and roadmap plans from the folks who head up our product management, strategy and engineering teams.

Case Study: CX in Financial Services It’s easy for the customer to get lost in the world of Financial Services. Here’s how one institution puts them front and center.

Back to the Basics with the Survey FAQ-Experts answer your top 10 survey design questions.


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Wednesday, April 27 6:00am Elite 5k Run: Sponsored by HP

7:00am-8:20am Breakfast (Networking Hall)

8:30am-10:00am Adam Edmunds, Chief Strategy Officer, MaritzCX

The Untapped Opportunity for CX. Customers’ expectations and interactions with businesses are evolving, so customer experience programs need to evolve too. New strategies and technologies provide a tremendous opportunity for practitioners to capitalize on the new frontier of customer experience. Adam and guests will explore the new innovative opportunities and how you can capture and use them.

Ray Wang, Principal Analyst, Founder & Chairman, Constellation

R “Ray” Wang is the Principal Analyst, Founder, and Chairman of Silicon Valley based Constellation Research, Inc. He’s also the author of the popular business strategy and technology blog “A Software Insider’s Point of View.” His blog and his new book Disrupting Digital Business provides insight into how disruptive technologies and new business models such as digital transformation impact brands, enterprises, and organizations.

10:00am-10:30am Break (Networking Hall)

10:40am-11:20am Breakout Sessions

11:30am-12:10pm Breakout Sessions



Technology Power HourCX is all about how you use your technology. Take a power hour and learn from two major technology companies about how technology is shaping your future customer.

Why No CX Program Is Complete Without Spotlight Data MiningKyle LaMalfa, Principal Data Scientist, MaritzCX

Learn how this secret CX weapon brilliantly analyzes data and turns out compelling CX insights that used to require thousands of analyst hours.

7 Question to Ask About KPIs What works with KPIs? An analysis of key metrics you can use to focus employees on CX outcomes.

Engaging Frontline Employees with your CX Program Discover how to run frontline workshops to educate and engage your employees.

User-based Experience DesignAdam Sant, Sr. Director UX, The Dollar Shave Club

Discover the human-centered design process and learn six design principles that can help your company become more engaging and meaningful.

MaritzCX Dashboard Tips and Tricks Michelle Pfister, Sr. Product Manager, MaritzCXJason Scheil, Product Manager, MaritzCX

Everything you need to leverage the latest dashboard features, build a “home base” for CX insights, and see at a glance how you’re performing and where you need to focus next.

Beyond Journey Mapping to Customer Co-Creation Joe Wheeler, President of CX Workout

Go beyond traditional journey mapping by applying mobile technology to deeply understand the experience and co-create solutions with customers that deliver a significant return on investment.

Stop Chasing the Score Use your CX program to drive profitability instead of over-reward temporary changes in behavior.

The Latest from Forrester Research Joana van den Brink-Quintanilha, Senior Analyst Serving CX Professionals, Forrester Research

Maximizing the Power of Text AnalyticsMichelle Roseman Turner, Senior Director Innovation and Product Management, MartizCXKurt Pflughoeft, Advanced Analytics Chief, MaritzCX

Learn how you can use text analytics to do more than analyze survey verbatims, but mine insights from social commentary without getting overwhelmed by “digital exhaust.”

The Culture Question: Case Study Five ways a major retailer used its CX program to change its company’s culture from the frontline to the C-suite.

Optimizing Traditional Data Gathering Methods Get more accuracy and clarity from your surveys without rewriting your whole survey program.


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Wednesday, April 27 (Continued)




4:30pm-5:15pm Closing Keynote

CXEvolution: Enculturating CX in Your OrganizationDave Fish, SVP Expert Services, MaritzCXJustin Thompson, VP Product Strategy, MaritzCX

Evolve from a mature to an enculturated CX program using next-gen products and services and lessons learned from companies operating at the highest levels of CX maturity.

MaritzCX Mystery Shopping Hear from a MaritzCX customer who is using mystery shopping to get real-world customer insights—and actionable CX data—at the point of touch.

Hiring and Training for CX Learn best practices from the frontlines of hiring and training people who can create the right customer expeirence.

Creating & Managing the Customer Journey Map Customer journey maps are a great place to start but should not be a final destination. Learn how to start and where to go from there.

CXEvolution: Taking Your Program to the Next Level Bryan Rhodes, Director Product Management, MaritzCXMichael Allenson, Senior Strategic Consulting Director, MaritzCX

Mature your CX program with tailored solutions that help you go beyond reacting to proactively problem-solving and linking metrics, outcomes, and incentives.

CXEvolution: Getting on the Map Matt Inman, Senior Director of CX Strategy & Design, MaritzCXTulsi Dharmarajan, Director Product Management, MaritzCX

Kick-start a successful CX program with software and services that help you identify measurement channels and start gathering data from them.

The Power of Non-Survey Data Augmenting your CX understanding with social media, unsolicted feedback, and other forms of data.

Governing for Change See an example of How one bank’s cross-functional CX change council has been an amazing tool for pushing the customer’s agenda across silos.


CXFUSION.COM

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Welcome To Education NirvanaCXFusion Certification Event

April 28-29, 2016

Monte Carlo Hotel, Las Vegas

The following agenda is for the training and certification event immediately following CXFusion. Register now at cxfusion.com/#register and save on your CXFusion registration.

Agenda

7:30am-8:30am Networking Breakfast

8:30am-12:00pm Classes (Morning break included)

12:15pm-1:15pm Networking Lunch

1:15pm-5:00pm Classes (Afternoon break included)

6:00pm Evening Free to Explore the City

7:30am-8:30am Networking Breakfast

8:30am-12:00pm Classes (Morning break included)

12:15pm-1:15pm Networking Lunch

1:15pm-5:00pm Classes (Afternoon break included)

Thursday, April 28, 2016

Friday, April 29, 2016

VenueCertification Training will be held at the Monte Carlo Las Vegas Hotel.

Transportation will be provided Wednesday, April 27th from the Bellagio for those that will be taking advantage of the training and need to transfer to the Monte Carlo.

MaritzCX has secured a group room rate of:

$62.00 ++ per night for Wednesday April 27 and Thursday April 28.

$154.00 ++ per night for Friday, April 29.

++ There is a $30 resort fee and local tax charged by the Monte Carlo for each night of your stay.

Space is limited and rooms are available on a first come basis. Your travel and accommodations are not included in the certification pricing.

Once you register for the certification course, you will be able to make a hotel reservation for the discounted rate at this site. www.cxfusion.com/#cert

Monte Carlo Las Vegas 3770 Las Vegas Blvd. South, Las Vegas, NV 89109

carine clark...you create and run programs, and therefore should be the essence of how you structure...

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