leaders learning from leaders - execs in the … learning from leaders ... the 100-year-old luxury...

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LOCATIONBELMOND CHARLESTON

LEADERS LEARNING FROM LEADERS

How to Registerexecsintheknow.com/events/crs-charleston

[email protected]

Join us March 12th-14th as Customer Response Summit visits the South Carolina port city - Charleston. Known for its rich history, stunning architecture, and delicious restaurants, Customer Response Summit Charleston will be an event to remember. The summit will continue to embody our “Leaders Learning From Leaders” approach, focusing on content that is relevant to your brand and will have an impact on your customers. Network with a passionate, dedicated group of customer driven professionals who are open and willing to share best practices and opportunities for improvement. Stay on top of the latest industry trends and take back actionable ideas that will energize and strengthen your customer experience operations.

First time attendee?

Receive 50% off your pass!

SPECIAL

KEYNOTES

Michele WatsonSenior Vice President of Client SuccessIndeed

Scott EmmonsHead of the Innovation LabNeiman Marcus

Doug WoodardSVPCapital One

Sid BothraVice President, Strategy & Transformation, Customer CareT-Mobile

CharlestonCUSTOMER RESPONSE SUMMIT

MARCH 12TH–14TH, 2018

#CRSUMMIT 2REGISTER: execsintheknow.com/events/charleston

2 CONNECTIONS We love to network! Networking is the cornerstone to learning, opportunities, and fun. Each day has customized networking events and moments throughout the conference agenda to ensure that even shy people are comfortable enough to network.

3 PERSONALIZATION Our team is focused on ensuring that you get the most of your conference experience. We strive to understand your conference goals and help you find the right information and contacts.

AWARENESS AND EDUCATIONWhile at CRS Charleston you will get the opportunity to review the Customer Experience Management Benchmark Series 2017 Corporate Edition in detail, with industry experts. In addition, between our general session speakers, small brainstorming activities, and Customer Shop Talk sessions you’ll walk away with multiple new ideas and insights.

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HIGHLIGHTS




PRE-CONFERENCE MONDAY, MARCH 12, 2018

3:00 P.M. - 5:00 P.M. INNOVATIONS LABLocation: CypressJoin us in the Innovations Lab to see a variety of CX products and services that can assist you in enhancing the efficiency and effectiveness of your CX strategy. CX Business Partners will be on site to provide live demos, showcase use cases, and share best practices. Please stop by to see these great products and services in action and get a better understanding of the tools that can help you further enhance your support strategy.**Please note the Lab will also be open during Breaks and Lunch on Tuesday, March 13 and Wednesday, March 14.

5:00 P.M. - 7:30 P.M. WELCOME RECEPTION & REGISTRATION Location: Market Street Circle

Sponsored by:




CONFERENCE DAY 1 TUESDAY, MARCH 13, 2018

7:30 A.M. - 8:30 A.M. REGISTRATION AND BREAKFASTLocation: Magnolia/Live Oak

8:30 A.M. - 8:45 A.M. CONFERENCE KICKOFF

8:45 A.M. - 9:30 A.M. INNOVATING THE NEIMAN MARCUS EXPERIENCE WITH CUTTING EDGE TECHNOLOGY

Technology has quickly become a core value for Neiman Marcus. Focused on the shopping experience, both in store and online, the 100-year-old luxury retailer has embraced technology to deliver value for their customers. Join Scott Emmons, Head of the Innovation Lab at Neiman Marcus, as he shares how the iconic brand is staying one step ahead of changing consumer habits and expectations and focusing on the customer of the future.

Scott EmmonsHead of the Innovation LabNeiman Marcus

KEYNOTE





9:30 A.M. - 10:45 A.M. CXMB SERIES 2017 CORPORATE EDITION: DISCUSSING THE RESULTS – PANEL

Join COPC Inc. as they moderate a select group of industry leaders in discussing the results of the Corporate Edition of the 2017 Customer Experience Management Benchmark (CXMB) Series. The CXMB Series is the product of a research partnership between Execs In The Know and COPC Inc. The reports, which are published bi-annually, cover the perspectives of both consumers and companies, with the Corporate Edition released each winter, while the Consumer Edition is released each fall.This year’s CXMB Series Corporate Edition report features many new questions, enhancing the series’ unique vision into the customer experience (CX) priorities, initiatives, and CX program structures of some of the world’s top brands. Results are also compared with those from the 2017 CXMB Series Consumer Edition report, revealing differences and similarities between the two perspectives. You don’t want to miss this discussion, which is sure to be both lively and enlightening.

Judi BrensteinVice PresidentCOPC Inc.

Caroline TuanCOOBalsam Brands

Mark KillickVice President of CareGrubhub

Salena ScardinaSenior Vice President of Customer ExperienceSweetwater Sound





10:45 A.M. - 11:15 A.M. NETWORKING BREAK**Please note the Innovations Lab will be open during Breaks and Lunch on Tuesday, March 13 and Wednesday, March 14 to visit.

11:15 A.M. - 12:40 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 40 minutes to collaborate with your peers on your topic of choice.

TOPIC: BOTs, Speech, and Humans - Seamlessly BalancedLOCATION: Ansonborough

TOPIC: CX Measurement for the Ever-Connected CustomerLOCATION: Jenkins – King Charles

When given a choice, consumers prefer to interact digitally almost 70% of the time. Customer VOC measurement hasn’t kept pace, with most organizations still focused on traditional transactions and survey questions. The explosion of digital channels and always-connected customers has created a need to change feedback programs and step beyond software focused on measurement. Today, everyone has a role in operationalizing VOC—from leadership (monitoring change and enabling outcomes) to the frontline (accelerating performance and resolving issues).

This session examines how industry leaders are using customer journey mapping, predictive analytics, and closed-loop insight within CX measurement programs to capture feedback seamlessly across channels at the points that matter most to customers; tie CX to big data environments to proactively mitigate churn, escalation, and repeat contacts, infuse the culture of daily accountability and performance coaching with CX; and optimize the omnichannel journey by correcting process and channel gaps.

Can your employees process 1,000 data points simultaneously, in order to provide the ideal experience for your customers? Given the answer is almost certainly ‘no’, does that mean artificial intelligence should replace your customer service agents in their entirety?

Explore the future of customer service, and understand that while the latest phase of automation – incorporating self-service, artificial intelligence, and chatbots – can help reduce labor costs and streamline many customer interactions, it can’t handle every single customer journey or solve every problem your customers have.

Customer service is not a question of human versus machine, but a balancing act that incorporates AI and automation into your customer engagement strategy, alongside the expertise and knowledge of your employees.

YOU WILL LEARN:• What role chatbots and other AI tools might serve for

you and your customers.• Why intelligent chatbot technology and automated

services empower your human agents to deal withmore complex customer service queries.

• How to build a viable service strategy around thedigital, voice, and human mix.




TOPIC: Are You Ready? This is the Year of Consumer Messaging & BotsLOCATION: Colleton

TOPIC: Practical Steps to Digital CX TransformationLOCATION: Drayton

Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. Digital interactions now account for more than 42% of all interactions taking place inside contact centers across the globe. At that current rate, digital is expected to overtake voice in 2018. Is your contact center ready? In this session, HGS will share tips for getting started on the digital transformation journey, best practices for measuring digital success, lessons learned from bots and AI integration, and strategies for implementing and improving text message customer service.

It’s a big year! 2018 will be the year of messaging and bots. There has been a lot of noise around bots, but few success stories have yet to emerge. And, with the pending releases of WhatsApp and Apple Business Chat, it is critical companies understand consumers will have two more ways to message and interact directly with businesses. Sorting through the convergence of human-assisted and automated customer experiences is critical to stay competitive and grow your business.TOGETHER WITH MIKE MYER, CEO OF QUIQ, WE’LL DISCUSS:• The shift to consumer-driven digital

engagement vs. company-established traditional channels.

• Which 2018 industry announcements will dramatically change the messaging landscape.

• Why messaging and bots are a match made in heaven for customer experience.

• How to build a path towards a successful automation strategy.


12:40 P.M. - 12:50 P.M. 5 MINUTES OF BRILLIANCE

12:50 P.M. - 1:50 P.M. LUNCH**Please note the Innovations Lab will be open during Breaks and Lunch on Tuesday, March 13 and Wednesday, March 14 to visit.





1:50 P.M. - 2:35 P.M. HIRING FOR BRAND ALIGNMENT: HOW AIRBNB’S “IT FACTOR” HELPS THEM FIND THE BEST PEOPLE TO GROW THEIR BUSINESS

You’ve articulated your values, norms, and practices that define your business. You’ve even created a mission statement that your team stands by as their foundation for success. But now you’re growing. How do you ensure your newbies are the right fit? And how do you hire for brand alignment when facing challenging recruiting pools, budget constraints, and tight timelines?Join Perry Bolton, North American Partner Coordinator at Airbnb, and Matt Wheatley, Senior Vice President of Customer Experience at 24-7 Intouch, as they discuss how hiring for brand alignment is less about top qualifications and more about demonstrable skills and core values. You will also learn how branded spaces, culture, and recognition play a huge role in bringing out the right qualities in your people to scale your customer care program successfully.

Perry BoltonNorth American Partner CoordinatorAirbnb

Matt WheatleySVP, Customer Experience24-7 Intouch




2:35 P.M. - 3:20 P.M. THE IMPACT OF DISRUPTORS ON CUSTOMER EXPECTATIONS AND CX DELIVERY

Disruption has played a new role in how products are marketed, customers are served, and needs are met. With panelists from companies that are disruptive in their product or service, in hyper growth mode, or emerging brands that are game changers, we will see, from their lens, their approach to the world of customer service. From strategies to technologies, from automation to a personal touch, we will discuss their approach. With a view forward, the panel will also explore a vision of how to leverage “start up” thinking for large scale brands and their customer care organizations.

Stephanie MillnerVice PresidentTeleperformance

Chelsie LeeSenior Vice President of Customer StrategySnackNation

Jerry HoweVP – Customer ExperienceOfferUp

Amy TetenVice President, Customer ExperienceTeamSnap


3:20 P.M. - 3:30 P.M. 5 MINUTES OF BRILLIANCE





Sponsored by:5:30 P.M. - 6:30 P.M. COCKTAIL HOURLocation: Flag TerraceWho doesn’t like a happy hour after a long day? Get your Tuesday evening started right by joining your peers for drinks and conversation at the Cocktail Hour.

6:30 P.M. - 9:30 P.M. EVENING NETWORKING EVENT – PARTY AHEADUnless you are the fuzz, then there is no party – it is a CX strategy meeting!Location: Our lips are sealed! You will receive private instruction on how to get to the “CX meeting.”Join us for a fun evening, Prohibition style! Bourbon tasting, cigar rolling, great music, and a few surprises are on the agenda!Dinner, drinks, and great networking with your CX peers continues into the evening in a relaxed fun environment.

Doug WoodardSVPCapital One

KEYNOTE

3:30 P.M. - 3:55 P.M. NETWORKING BREAK**Please note the Innovations Lab will be open during Breaks and Lunch on Tuesday, March 13 and Wednesday, March 14 to visit.

3:55 P.M. - 4:40 P.M. THE ROLE OF HUMAN SUPPORT IN A DIGITAL FIRST WORLDFor most brands, digital touchpoints have long since taken over the human ones, at least in volume. But for many, the nature of those human contacts has also changed. With digital self-service addressing the most common and often the easiest of customer needs, the human connections often bring with them the highest degree of

complexity, emotion, and brand risk. These significant shifts bring with them equally important changes in customer expectations and the corresponding need for change in call center operations. Call centers must refocus on how the digital shift influences human interactions. This presentation offers a glimpse inside how Capital One is embracing this shift and how we’re using our call centers to provide differentiated value for our customers.

Sponsored by:




7:30 A.M. - 8:45 A.M. REGISTRATION AND BREAKFASTLocation: Magnolia/Live Oak

8:45 A.M. - 9:00 A.M. DAY 2 KICKOFF

9:00 A.M. - 9:30 A.M. INDEED’S MISSION OF CUSTOMER CENTRICITYNever before has customer centricity been as important as it is today. Customers are demanding a unified, consistent experience and company foundations not built around the customer will fail in delivering on these

growing expectations. Founded in 2004, Indeed set outto become the leader in job search by putting the jobseeker first. Today they are the world’s #1 job site with over 200 million unique visitors every month while operating in over 60 countries. Join Michele Watson, SVP of Client Success at Indeed, as she shares how her organization is answering the call to deliver value to the business while staying true to their mission - the Customer.

CONFERENCE DAY 2 WEDNESDAY, MARCH 14, 2018

KEYNOTEMichele WatsonSenior Vice President of Client SuccessIndeed

9:30 A.M. - 11:00 A.M. CASE STUDY SHOWCASEEvery year it is clear that our community wants to see and hear more use cases to help bring CX stories to life. During this 90 minutes you will have the opportunity to visit two use cases and learn how brands are driving their CX strategy to the next level.

TOPIC: Scaling True to YourselfCLIENT: MailChimpLOCATION: Jenkins-King Charles

During a period of hyper-growth, it is crucial to scale quickly, efficiently, and in a way that is most beneficial for your brand and its mission. For companies who pride themselves on their employee-centric culture, this can prove to be difficult.Join Jaspar Weir, Co-Founder & President of TaskUs and Jon Smith, Vice President of Customer Support at MailChimp, as they unveil how to expand without losing what makes your company uniquely great.




11:00 A.M. - 11:15 A.M. NETWORKING BREAK **Please note the Innovations Lab will be open during Breaks and Lunch on Wednesday, March 14 to visit.

TOPIC: The future of customer service is here. Are you ready? CLIENT: NordstromLOCATION: Ansonborough

“The future is already here, it’s just not evenly distributed.” We’ve all been hearing that the contact center is going to be disrupted, but the truth is that it’s already happening. In this session, we’ll cover how consumer behavior has changed towards messaging and how these changes are making your current ways of operating irrelevant. We’ll also review in depth how an innovative company is already operating in this model today and is simultaneously working to build out proactive, convenient, and effortless experiences to differentiate based on service.

TOPIC: Expanding Customer Conversations over Digital ChannelsCLIENTS: Republic Services, Carvana, Activision

LOCATION: Drayton

Engaging with customers over digital channels is no longer for early adopter - it’s a requirement. Hear how companies have started to integrate digital engagement solutions into their existing centers to open up customer conversations over many different digital channels. Find out how they are becoming the lowest cost channels to support customers and prospects with the highest CSAT and ease to deploy.

TOPIC: University of Pittsburgh Medical Center Health Plan Delivers A High Touch, High Tech Customer ExperienceCLIENT: University of Pittsburgh Medical CenterLOCATION: Colleton

Discover how six different call centers deliver on UPMC’s customer experience commitment. Hear how the UPMC Health Plan members receive seamless, omnichannel support through inbound and outbound phone (both predictive dialer and automated outbound IVR), chat, and email.






Jenni PalocsikSenior Director, Content MarketingVerint Systems

Beth LinthicumDirector for Quality and AnalyticsAetna Health, Inc.

Amy ShiojiVice President, Customer Experience & InsightsUSA TODAY NETWORK

Jackie CraverContact Center DirectorNintendo of America

11:15 A.M. - 12:00 P.M. ENGAGE YOUR EMPLOYEES: IMPROVE CUSTOMER SATISFACTION AND YOUR BOTTOM LINE

Gallup reports that only one-third of U.S. employees are engaged in their job, and only about one in five say their performance is managed in a way that motivates them to do outstanding work. Employee engagement can help transform the employee experience and offer the flexibility and empowerment that today’s workers crave, while also driving business value. In this interactive session, hear how leading organizations are attacking the problem of employee disengagement and attrition with proven strategies to drive increased productivity, revenue generation, and customer engagement, including:• Ensuring employees have the tools and knowledge to

do their jobs effectively• Capturing customer satisfaction data and sharing it

with employees through coaching• Establishing clear performance goals and growth paths• Rewarding employees and encouraging collaboration




12:00 P.M. - 12:45 P.M. HOW COMPANIES ARE SHAPING THE FUTURE OF SERVICE WITH ARTIFICIAL INTELLIGENCE

The one thing that service leaders can agree on is that Artificial Intelligence is something they can’t stop hearing about it. Most would also agree that AI will fundamentally change how we provide customer service and the benefits that it can enable for your customers and your business. This panel will dive into the journey of three brands and the integration of AI in their service strategies.

Join us to hear:• How to get started in AI• The best places to start your implementation plan• The realities of implementation• Success and failures that have led to Best Practices

Marc HutchinsonMaster Solution Engineer Salesforce

Shivi ShankaranDirector, WW Alexa, Device and Digital Support Amazon

Michael ShannoSenior DirectorDell (Former)

Gina MaidenManaging Director Business Technology SolutionsFedEx Services, TechConnect






12:45 P.M. - 1:15 P.M. THE UN-CARRIER CUSTOMER EXPERIENCEFive years ago, T-Mobile was in a very different place: we were losing customers, had zero 4G LTE coverage, suffered low employee morale after a failed AT&T merger, and we didn’t even have the iPhone. That all changed when John Legere joined T-Mobile and the era of the Un-carrier began. We set out to fix a stupid, broken, and arrogant industry. This isn’t rocket science - we simply listened to our customers and employees and did what they told us. It has made all the difference: we are now the fastest growing wireless company in America. Hear how our journey has changed not only T-Mobile but the entire wireless industry. We are now setting our sights on changing Customer Care, not just for wireless but for everyone. We’ll discuss what’s next for the Un-carrier, how robotics and AI play into our future, and how we work with our Global Partners to create a 24/7 Famous for Care experience.

1:15 P.M. - 2:00 P.M. CONFERENCE CLOSE & LUNCH **Please note the Innovations Lab will be open during Breaks and Lunch on Wednesday, March 14 to visit.

2:15 P.M. - 5:00 P.M. INDUSTRY TOUR – T-MOBILET- Mobile welcomes us to their brand new state-of-the-art customer care center, which opened just last month. The employee centric, 137,000 sq. foot facility will house 1300 seats and will be T-Mobile’s largest domestic call center. The center houses various lines of support and showcases many great features like a movie theater, basketball court, grilling area and on-site restaurant, to continue to drive world class employee engagement.

KEYNOTESid BothraVice President, Strategy & Transformation, Customer CareT-Mobile




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We know that your time is incredibly valuable and take that into consideration to ensure the best speakers, content, attendees, and experts are in the room, so that you can learn valuable insights, lessons, and best practices to strengthen your own brand strategies. Through education, collaboration, networking, and moments of awe you will leave CRS inspired to create a new frontier of service, ready to compete in the experience economy.If you are a Manager, Director, VP, or C-Level employee, and focus on the customer or overall customer experience, this is the event for you. Whether you’re in Marketing, IT, Operations, etc. there will be something for everyone at CRS Charleston. Step out of your customer service comfort zone and join us to expand your industry knowledge, network with other like-minded individuals, and experience a bit of personal growth, in a positive, relaxed environment.

BRANDS THAT HAVE PREVIOUSLY ATTENDED

Execs In The Know is a CX community that allows me to learn and share with peers across industries. In a short period of time I have strengthened my network, which enables me to reach out when challenged and gather insight from peers in CX.

John Pompei – Head of Customer Care Operations – Electronic Arts

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The Execs In The Know event was such a valuable event for my team that it will be on our calendar every year going forward. Fantastic event, wonderful networking and meaningful content. It exceeded expectations.

Walter Liebenow – Customer Care Director – The Home Depot

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leaders learning from leaders - execs in the … learning from leaders ... the 100-year-old luxury...

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