success stories on mobile, social and personalization from …€¦ · · 2016-09-13strategy and...

Register today by calling 1 866 298 9343 x 200

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www.DigitalCustomerExp.com

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Tuesday, September 13th and Wednesday, September 14th, 2016

Meet + Network + Learn From:Exclusive Insights on:

Success stories on mobile, social and personalization from leading brands to help you transform your digital CX

Social & Mobile

Customer-centric Culture

Omni-Channel

Engagement & Loyalty

Personalization

Emerging Channels

Metrics & Analytics

2 In-depth workshops:

A: Customer Experience

Journey Mapping

B: Optimizing B2B

Customer Experiences

Judy Bloch, Sr. Vice President, Client Experience, Citi

Michael Marino, Senior VP of Loyalty & Digital, Caesars Entertainment

Danny Setiawan, Lead UX for Mobile, The Economist

Kate Kompelien, Associate Director Customer Experience Research, Best Buy

Strategy Institute presents...

Ghada Ijam, SVP, Chief Information Officer, Amtrak

Case StudiesAWARD-WINNING

14+

Register online at www.DigitalCustomerExp.com

Meet + Network + Learn From

Discover innovations in mobile, social, virtual agents,

personalization, VoC and predictive analytics. Make the right digital

investments for your CX strategy and enhance your ROI. Create a

lasting impact on your customer satisfaction, retention and sales.

Boost your company’s profitability.

Featuring three keynote presentations and 14+ world-class case

studies, you will take away comprehensive advice and practical

solutions to capitalize on innovative opportunities in this rapidly

evolving field.

Join thought leaders from eight sectors who are passionate about

digital optimization and delivering amazing CX!

Your Digital CX TeamStrategy Institute

The biggest and best North American conference of its kind!

This event will help drive your company’s profitability by

delivering the Digital CX insights today’s consumers expect.

1. Tailor your conference experience: choose between strategy and tactics tracks.

2. Gain insights from Digital CX leaders across eight industries.

3. Take advantage of our first ever B2B Digital CX Pre-conference Workshop.

4. Network with your industry peers through our interactive event app.

Welcome to the Third Annual Digital

Customer Experience Strategies Summit

This summit was designed for leaders looking to transform their Digital CX

Executives involved inany aspect of customer experience strategy, design, management and implementation

Industry experts and vendorswho provide advice, service and/or products to help CX executives

• Financial Services

• Pharmaceuticals

• Healthcare

• Hospitality & Entertainment

• Technology

• Retail

• Customer Experience Consultants

• Digital/Marketing Agencies

• Marketing Automation/CRM/Platforms

• Enterprise Content Management Firms

• Social Media Platform Software

• Big Data Companies

New For This Year


One of the best ways for telling the story of your customer’s interactions with your company is through a journey map. Identify how your customers experience your company initially, throughout their purchase and into the long-term. Source your plan of action to:

1. Utilize customer journey maps to identify critical touch points

2. Develop a consumer-first culture to drive innovation3. Assemble a top-notch design team and ‘think like

a startup’ 4. Break down silos within your organization and work

together across departments5. Demonstrate ROI and get C-suite executives excited

about digital transformation

Provide your company with the tools and the game plan to transform customer engagement and grow revenue.

Mandeep Kwatra, Vice President of Global Solutions & Capabilities and CX Strategy, HGS

Customer Journey Mapping: Creating Your Digital Customer Experience Roadmap

Workshop A // 9:00 AM – 1:00 PM

Think Like Your Customers – Optimize Your B2B Customer Experiences Across All Channels to Maximize Growth

Workshop B // 1:00 PM – 4:00 PM

1. Gain valuable tools for understanding your customer’s expectations

2. Integrate your offline and online channels to monetize customer experiences: sales, service, operations, and marketing channels

3. Leverage and improve on long-standing B2B relationships with innovative digital engagement strategies

Improve and integrate your customer’s end-to-end interactions with your company across all channels.

Lynn Hunsaker, CEO, ClearAction

1. Mobile: Create mobile-first strategies

2. Social: Source ideas to boost engagement

3. Personalization: Deliver relevance and value

4. Omni-channel: Maximize brand impact

5. Analytics: Improve the ROI on your CX initiatives

6. Customer-centricity: Create a CX culture

7. Transformation: Embrace agile methodologies

8. Integration: Consistent CX across all channels

9. Voice of Customer: Strategies to listen actively

10. Journey Mapping: Know how customers interact with you

Drive your company’s CX transformation through digital channels. Reap enormous rewards.Take away 10 solutions to enhance your CX:

Register Today

The quickest way to impact your CX is through digital!

1-866-298-9343 x 200 [email protected]

www.digitalcustomerexp.com

Join the LinkedIn Group: Digital Customer Experience Community and chat with speakers + attendees before the summit starts.

Follow and tweet @DigitalCustX for ex-clusive updates and offers. Connect with other leaders attending #DCXUS16.

Join Our Online Community

PRE CONFERENCE WORKSHOPSMonday, September 12th, 2016

Get more from your conference experience! Join our highly focused, hands-on workshops, led by a carefully selected industry expert.

Follow us on Twitter @DigitalCustX

10:15 AM Speed Networking Develop Relationships and Fresh IdeasEngage thinkers, doers and trailblazers in digital customer experience. Quick rotations will help you break the ice and get to know fellow CX executives and professionals. Bring your business cards, make the right connections and build exclusive knowledge!

Exchange new ideas, best practices and proven tactics with your peers and fellow experts.

7:30 AM Registration and Breakfast

8:15 AM Opening Comments from the Chair

8:30 AM Keynote Address – Domino’s Pizza Increase Your Profits and Drive Your Customer-first Culture by Utilizing Digital ChannelsTransforming your company’s CX culture is the first step in optimizing digital technology. Improve your customer retention strategies with innovative digital experiences that exceed their needs. Take away specific solutions to:• Convince C-suite executives about digital potential • Ensure CX cultural coordination across your organization • Deliver first-class interactions through mobile and apps

Develop your plan of action to drive your company’s growth.

Dennis Maloney, VP, Chief Digital Officer, Domino’s Pizza

9:00 AM Panel – Integration

Unlock Your Company’s Full Profitability with Digital CX Integration Strategies Most companies investing in digital integration have their eye on improving CX. Optimize digital CX strategies to achieve enhanced profits for your company faster. Create a road map to: • Drive revenue growth and outperform your competition• Evolve to meet the growing demands of your digital customers • Optimize new business opportunities through personalized

outreachCatalyze your company’s revenue growth through integrating channels.

Martin Gurth, Sr. Manager, Customer Experience, Travelocity

Tema Frank, Customer Experience, Usability and Marketing Expert, Frank Reactions


9:45 AM Industry Expert – Perceived and Delivered CX

Utilize a Disruptive Analytics Approach to Deliver Great Digital ExperiencesOnly digital disruptors have the maturity to combine perceived customer experience analytics with delivered customer experience analytics. Refine your craft to be more agile and focus on producing a constant stream of innovation. Glean insights including:

• Using CX as a bonding agent across your departments • Leveraging your customer feedback and VoC efforts in a broader

CX industry • Practicing Digital Performance Management in your organization

Explore a trending evolution in CX and accelerate your digital business with confidence.

Ryan Bateman, Marketing and Digital Performance Director, Dynatrace

Tuesday, September 13th, 2016DAY ONE

networking lunch1:30 PM

10:30 AMInteract with conference speakers and your industry peers. Secure important new business contacts and talk about crucial developments in your field.

Mid-morning Networking Break

11:00 AM Case Study: AT&T

Redesign Your Customer Experience to Eliminate Friction at all Touch Points Today’s customers have more choices in the marketplace than ever before. Meet your customer’s expectations to increase your digital sales and improve end to end costs. Discover how to:

• Adapt your legacy institutions to leverage chat and mobile apps

• Integrate your company’s channel plans and platforms• Pivot your social media from reactive to proactive

Adapt your customer outreach through digital transformation strategies.

Vicki Jones, SVP - AT&T Entertainment Group and Mobility Support, AT&T

11:30 AM Case Study – Schneider Electric

Integrate Your Global Digital Ecosystem to Drive Your Company’s Strategic Digital Transformation Digital leadership and strategic change in large companies is challenging for endless reasons. Navigate obstacles involved in digital transformation to provide your customers with a seamless experience at every touch point. Create a roadmap to:

• Guide your digital integration to fulfill your DCX ambitions• Eliminate barriers to your customer’s path to purchase • Identify early indicators needed to keep your company

on course

Avoid icebergs when driving your Titanic-sized global digital initiatives.

Hiram Barber, Global Director, Partner Relationship Management, Schneider Electric


12:45 AM Case Study – Bethpage Federal Credit Union

Enhance Your Brand’s Reputation by Utilizing Customer Journey Maps Customer journey mapping is critical in providing the best customer experience possible. Identify critical interactions your customers have with your business to drive your digital transformation. Uncover approaches to:

• Understand every touch point your customers have with your company

• Prioritize areas of CX improvement in your business • Maximize your ROI in digital channels

Be inspired to see the world through the eyes of your customers.

Karen Sweeney, Vice President, Member Experience, Bethpage Federal Credit Union

12:45 AM Case Study – Crowe Horwath LLP

Sustain Your Digital CX Excellence Through Continual Digital Improvement Implementing the right technology in a fast-paced digital world is only one part of driving digital CX innovation. Engage your customers and ensure your company is ahead of the competition. Take away specific solutions to:

• Manage your rate and scale of digital CX change • Maximize ROI into your organization’s digital implementation • Gain and improve on the full value of your existing assets

Build on your past digital CX successes to foster a culture of continuous improvement in your organization.

Michelle Morris, CCXP, Customer Experience Executive, Crowe Horwath LLP

MaryBeth Omness, Digital Media Director, Crowe Horwath LLP

Delegates will have the option to choose between two tracks. Source specialized information most pertinent to your priorities and interests. Interact with fellow peers,

exchange ideas and take away solutions to your biggest challenges.

CHOOSE YOUR TRACK

STRATEGY TACTICS

Join the conference speakers and your peers for a relaxing lunch.


12:00 PM Industry Expert – Customer Journey Management

From Visualization to Enterprise Action – Evolve Your Journey Mapping Strategies to Maximize Your CX The next generation of journey mapping goes beyond visualization and into an enterprise journey management. Empower your CX professionals to build, collaborate, validate, analyze, present, act and manage all of their customer’s journey’s from one central CX command center. Build a toolkit to:

• Drive improvement of your customer acquisition and retention • Share your customer journey maps with your global colleagues• Take the next best action using real-time customer feedback integrated directly onto touchpoints• Enable continuous improvement with Executive-Ready Reporting and stakeholder accountability

Transform your journey mapping into the journey management of enterprise action.

Peter Haid, Managing Director, Touchpoint Dashboard

Kate Kompelien, Associate Director Customer Experience Research, Best Buy


4:00 PM Interact with conference speakers and fellow attendees.

2:30 PM Case Study - Discover

Assemble Your Digital Design Team to Help Deliver Meaningful CXBuilding the right design team at the right time is key to driving digital CX innovation. Utilize design-oriented experts to engage your employees and deliver CX success across channels. Achieve a toolkit to:

• Engage your customers on their terms • Establish a model for continually improving your organization • Align your customers’ expectations with online interactions

Arm your company with the right tools to improve customer engagement.

Melissa Douros, Senior Manager, Digital User Experience, Discover

3:15 PM Case Study – Allstate Canada

Think Like a Start-up to Catalyze Your CX Innovation to Drive Revenue Growth Moving your company onto a digital platform from scratch requires speed, creativity and adaptability. Empower your employees to enhance your interactions with customers across all channels. Walk away with an action plan to:

• Integrate customer feedback into decision-making• Embrace experimentation and deal with initial failure• Underpin necessary risks with educated processes

Be ‘comfortable with the unknown’ like a technology start-up to drive your company’s innovation and boost revenue.

Eric Buchegger, Digital and Social Media Manager, Allstate Canada

2:30 PM Case Study: The Economist

Utilize the Full Potential of Your UX Team to Drive Your Transformation Most companies see the importance of UX, but often leave the UX team out of key discussions for too long. Apply new approaches to include your UX team in crucial conversations. Take away an action plan to:

• Empower your UX team to deliver on business goals • Encourage collaboration across your organization• Maximize your product design team’s contributions

Enable your UX team to play a key role in your company’s cultural shift.

Danny Setiawan, Lead UX for Mobile, Economist

3:15 PM Case Study – CUNA Mutual Group Utilize Content-first Strategies to Provide the Best User Experience for Your Customers In today’s digital age, getting the user experience right is essential for your company’s survival. Identify the key pillars to crafting delightful experiences that will maximize your company’s CX potential. Generate a plan to:

• Unite your company’s content with your design strategies • Focus on digital channels that drive engagement • Deliver value to your customer across all interactions

Take away key tips and strategies to guide you along your digital transformation.

Kavitha Krishnan, Senior UX Designer, CUNA Mutual Group

CHOOSE YOUR TRACK

STRATEGY TACTICS

Mid-afternoon Networking Break

“This is the best DCX conference I’ve attended! Lots of great info.”

- DIRECTOR, DIGITAL CUSTOMER EXPERIENCE, SCHNEIDER ELECTRIC

Join the conversation at LinkedIn: Digital Customer Experience Community

4:30 PM Industry Expert: User Experience Design Harness User Experience Design to Optimize Interactions with Your Target Audience A major bank in the Southwestern United States leveraged user experience design to meet changing target audience needs. Gather takeaways from their process and learn what you can do to drive change in your organization. Develop a plan of action to:

• Utilize holistic, multi-channel experience strategies• Optimize online customer experience for new account openings • Define the user perspective to redefine the customer experience

Harness UX design to engage and retain your customers.

Nicholas Michel, Research & Customer Experience Senior Analyst, Precision DialogueKevin O’Brien, Product Owner of Digital Acquisition, Zions Bancorporation

5:00 PM Panel – Digital Design and Omni-channel

Create Integrated Customer Experiences to Deliver Consistency Across ChannelsCustomers expect consistent outcomes across all the channels they use to interact with your brand. Provide integrated digital experiences to maximize your customer value. Source practical tips to:

• Ensure your customers can painlessly move across touch points • Develop a ‘single view’ of the customer across your organization • Create digital experiences through interactive apps and mobile

Improve your customer acquisition and retention strategies to boost your profits.

Don’t miss this exclusive end-of-day gathering with conference speakers and attendees!

Evening Reception 6:00 PM

Enjoy hors d’oeuvres and drinks. Unwind, mingle and build relationships that will benefit you in the years to come. Bring your business cards.

Plan your day accordingly to stay and attend!



7:30 AM Registration and Breakfast

8:15 AM Opening Comments from the Chair

8:30 AM Keynote Address – Caesars Entertainment Provide Digital CX Across Your Company’s Network to Solidify Loyalty Caesars Entertainment’s Total Rewards loyalty program offers its members opportunities to earn and redeem their rewards anytime, anywhere. Establish a rewards program in your organization as the primary driver of your customer’s loyalty. Source your plan of action to:

• Keep your customers engaged with your brand at all times • Manage your digital transitions to allow for seamless

customer adoption• Integrate your customer’s feedback to build relationships

Inspire your guests to trust your program/brand over all others, all the time.


9:00 AM Panel – Personalization

Incorporate Personalization Strategies in Your Company to Maximize Growth Digital options have transformed how customers interact with brands within both brick-and-mortar locations, on mobile and online. Provide your customers with the digital CX tools to control every point of their experience. Source practical tips to:

• Heighten your organization’s e-commerce potential • Bolster your brand’s convenience and personalization• Augment your company’s omni-channel strategies

Fully enable your customers to interact with your company across all channels.


Hiram Barber, Global Director Digital Customer Experience, Partner Relationship Management, Schneider Electric

9:45 AM Expert – Web Accessibility

Enhancing Your Digital Customer Experience for People with Disabilities We’re firmly in the age of the customer, and brands can enhance the customer experience for the 20 million Americans with disabilities by implementing turnkey accessibility strategies. Combine web accessibility compliance with assistive technology to improve your CX. Uncover strategies to:

• Understand disability market trends and purchase decision criteria

• Learn how assistive technology allows people with disabilities to seamlessly engage with your digital brands

• See how leading organizations have enhanced the customer experience for people with disabilities

Deliver a truly enhanced omni-channel experience for your customers.

Simon Dermer, Co-Founder and Managing Director, eSSENTIAL Accessibility

Wednesday, September 14th, 2016DAY two

5:45 PM Conference Adjourns to Day Two


10:45 AM Industry Expert: User POV Understanding User POV to Launch Your Great Digital ExperiencesYour digital presence is the gateway to your brand and your customers are the ones who determine the quality of that presence. It is therefore paramount to involve customer feedback in all aspects of design and development. Take away specific solutions to:

• Understand the importance of infusing the right types of cus-tomer feedback through launch and beyond

• Learn how major brands are listening to their customers to launch your own great digital experiences

• Deliver digital experiences to your customers that turns casual users into loyal, vocal brand advocates

Enable your customers to enjoy great experiences on your website, mobile apps and IoT products.

Ben Gray, Digital Experience Analyst, Applause

11:15 AM Case Study – Travelocity

Differentiate Your Brand by Embracing the ‘Customer First Guarantee’Businesses can stand apart from the competition by providing superior CX across all channels before, during and after interactions with your company. Provide a superior digital experience for your customers across all touch points. Adopt best practices to:

• Implement customer retention programs to build your cus-tomer’s loyalty

• Drive your transaction growth through innovative email and social media strategies

• Develop impactful eCommerce initiatives to boost your revenue

Redesign your digital CX strategies to optimize your customers’ journeys.


11:45 AM Industry Expert: Empathy

Relate to Today’s Customers Using Empathy Customer expectations are at an all-time high. Digital channels can help you connect with them and meet their needs, but unless you understand the basis of those needs, your efforts might fall flat. Gain insights such as:

• What today’s customers demand from your businesses• How to leverage customer service to identify your customer

needs • How basic human needs can shape behavior in ways that won’t

show up in analytics

Exercise your own empathy muscles so you can listen and connect more effectively.

Dave Dyson, Senior Customer Service Evangelist, Zendesk

10:15 AMInteract with conference speakers and your industry peers. Secure important new business contacts and talk about crucial developments in your field.

Mid-morning Networking Break Join the conference speakers and your peers for a relaxing lunch.


1:30 PM Keynote Address – Amtrak Building a Customer-centric Company Culture Through Embracing Digital Disruption Companies that succeed in leveraging digital disruptions in customer experience strategies stand to enjoy revenue growth. Provide your customers with digital CX solutions that your competitors missed to grow your revenue. Develop your company’s blueprint to:

• Rally your organization around CX culture led by digital innovations

• Revolutionize how you measure CX and DCX success to solidify loyalty

• Improve performance by utilizing real-time customer feedback

Embrace digital disruption and position your company at the head of the pack.


2:00 PM Interactive Session

The Shift to Mobile and the High Customer Delight Bar Mobile is becoming the channel of choice for your customers, and therefore the face of your organization. Your customers judge you by the way you interact with them through mobile, which makes the experience a crucial part to the entire customer journey. Let’s discuss how mobile:

• Can drive digital revenue• Increase customer acquisition • Deliver a superior customer experience

Shehla Zafar, Global Industry Manager, Kofax from Lexmark

2:40 PM Interact with conference speakers and fellow attendees.

Mid-afternoon Networking Break


3:00 PM Case Study: Citi

Power of Listening to Deliver Meaningful Real-time Action for Your CustomersCiti continually adapts their listening strategies to provide high-quality omni-channel customer service. Take your digital engagement to the next level and simplify customer interactions with your company. Be inspired on how you can:

• Develop a holistic view of your customers, including how changes in digital trends impacts your other servicing channels

• Create an early warning system to identify customer pain points & resolve them quickly

• Bolster your customer’s loyalty by providing “in the moment” guidance

Adapt your digital ecosystem to secure your customer’s confidence using Next Best Action techniques.


3:30 PM Industry Expert: Bots & Digital CX: Easy, Intelligent Conversations for Hospitable Technology

Enable Anywhere, Anytime Customer Engagement Between Your Brands and Your Customers A conversational Virtual Assistant that is always improving the customer experience while building sales, reducing costs and increasing brand loyalty. Gain important insight on how to:

• Shift your customer conversations to a VA that is easy, intel-ligent, conversational

• Reduce your email and call volume from customers• Increase your customer engagement at a lower cost per

conversation • Deploy technology engagements across Web, Mobile, Social,

SMS, Contact Centers, Service Desk, Live Chat and IVR chan-nels

Provide your customers with consistent, accurate and personalized omni-channel engagement opportunities.

Frank Schneider, VP of Sales for US & Canada, Creative Virtual USAMarissa Pippen, PMP, Self-Service Product Manager, InterContinental Hotel Group (IHG)

Abbvie // Adobe // Aflac // ALSBRIDGE // American Express //

Barneys New York // Blue Cross & Blue Shield of North Carolina

// Broadridge Financial // Capital One // CIGNA // CIT Group Inc.

// Citibank // Cleveland Clinic // Colgate-Palmolive Company //

D’Addario & Company // Dell // Direct General Insurance // Eaton

Vance // Ekho, Inc. // ELS Educational Services, Inc. // Environics

// Export-Import Bank of the U.S // Fjord at Accenture // Funai //

Generac // Genex Services // GoDaddy // Healthfirst // Hewlett

Packard // HGS Hinduja Global Solutions // HP // IBM // IMC //

Indigo.ca // JetBlue Airways // John Hancock Retirement Plan

Services // Keeping Current Matters // Kerrisdale Capital // Konica

Minolta Business Solutions USA // LANCÔME USA // Lenovo //

Liberty Mutual Insurance // Manulife // McGraw-Hill Education //

Moody’s Analytics // Moodys Investor Services // MTV Finland //

Nationwide Insurance // Neosperience // Nintendo of America //

NYC 311 // Old Mutual // Pfizer // Prudential Financial // QIAGEN

// Ralph Lauren // RetailMeNot, Inc. // Rue La La // Rutgers

University // Schneider Electric // Solvay Bank // Southwest

Airlines // Standing on Giants // Telefonica // Symantec // The

Export Import Bank of the US // The Guardian Life Insurance

Company // TWCBC – Time Warner Cable // United Way London

& Middlesex // USAA // Vitamix // Warc // WCIRB California //

WestJet // Zipcar

past attendees include

4:00 PM Key Takeaways

Best Practices for Optimizing Digital Customer Experience Developing your digital customer experience strategies is critical to positioning your brand and solidifying customer loyalty. The conference will wrap up with an overview of key takeaways from speaker presentations and panel discussions. Take strategies back to your office to:

• Utilize journey maps to identify your customer’s interactions with your company

• Maximize your brand impact with omni-channel approaches• Convert your digital CX efforts into tangible business benefits

Empower your brand with digital CX strategies and grow your sales.

Chris Penn, Vice President of Marketing Technology, Shift Communications

4:30 PM Conference Adjourns


WHO YOU WILL MEET + NETWORK + LEARN FROM

For information regarding accommodations in Chicago please contact Customer Care,

416-944-9200, ext. 200

Your Venue

Hiram Barber, Global Director, Partner Relationships Schneider Electric







Michelle Morris, CCXP, Customer Experience Executive, Crowe Horwath LLP

Karen Sweeney, Vice President, Member Experience, Bethpage Federal Credit Union

Andy Morrow, Assistant Vice President, Digital Care, AT&T Entertainment Group

Lynn Hunsaker, CEO, ClearAction

MaryBeth Omness, Digital Media Director, Crowe Horwath LLP



Dennis Maloney, VP, Chief Digital Officer, Domino’s Pizza


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Thought LeadershipOpportunity

Networking

CONNECT WITH WORLD LEADING DIGITAL CX PROFESSIONALS. SHOWCASE YOUR DCX SOLUTIONS AND SERVICES.

WHO YOU WILL MEETEVENT SPONSORSHIP OPPORTUNITIES AT NORTH AMERICA’S LARGEST DIGITAL CUSTOMER EXPERIENCE FORUMThis is the only event in North America to draw delegates from across all industries to brainstorm digital CX solutions. Take advantage of keynote sessions, case studies and panels to initiate thoughtful conversations with leaders.

TOP 5 REASONS TO SPONSOR

1. Meet hundreds of delegates who have digital as a top priority.

2. Interact with top North American brands embracing digital transformation.

3. Establish your thought leadership in Digital CX.

4. Promote your products and service offering.

5. Gather intelligence and forge key relationships.

*Limited exhibit space and sponsorship packages are available.

DON’T MISS THIS OPPORTUNITY TO BE AT THE CENTRE OF ACTION! TO LEARN MORE, CONTACT SIMON WREN AT 1-866 298-9343 X 229 OR EMAIL [email protected].*Limited exhibit space and sponsorship packages are available.


ATTENTION MAILROOM: If undeliverable, please forward to: President/Chief/SVP/VP/Director/Manager//Digital Customer Experience | Customer Loyalty | Digital Marketing | Digital Customer Service | Customer Care | Operations

Registration fee: The registration fee includes luncheon, refreshments, networking breaks, continental breakfast, and original course materials. Payment is required in advance and can be made by company checks, VISA, MasterCard, or American Express. Please make checks payable to Strategy Institute Inc.

Early Bird special: Expires on June 24th, 2016. Cannot be used with group discount.

Group Discount: A Group Discount is offered for this conference (not in combination with any other offer). To be eligible for the Group Discount, delegates MUST register at the same time. The total discount per delegate (including applicable group discounts, etc.) MUST not exceed 25% of the regular conference costs.

Cancellations: Must be received in writing by August 30th, 2016. You will be eligible for a prompt refund less a $495.00 administrative fee. If you register for the program and do not attend, you are liable for the full registration fee unless you cancel according to the terms stated above. If you are unable to attend, delegate substitution is permitted up to, and including, the day of the conference.

Admission Policy: Strategy Institute reserves the right to restrict entry to the conference to any individual. Any such person requested to leave the conference site shall do so immediately upon request, whether previously issued a badge permitting entry. There is no refund payable with respect to anyone refused entry. Any information obtained at the conference cannot be relied upon for any particular set of circumstances, cannot be taken as professional advice or opinion. Attendees must consult with the appropriate professional before acting in response to information obtained at the conference.

Evening Social Activities: Please drink responsibly. Strategy Institute shall not be liable for any consequential damages and/or personal injuries caused by excessive or irresponsible alcohol consumption.

4 EASY WAYS TO REGISTER

Tel: 1-866-298-9343 ext. 200 Email: [email protected] Web: www.digitalcustomerexp.comMail: Strategy Institute, 230 Park Avenue, NY 10169

Conference only $2,195 $2,795

Conference + 1 Workshop $2,690 $3,290

Conference + 2 Workshops $2,985 $3,585

CX Professionals Regular

SAVE $200Register by June 24th

GROUP BOOKINGS: RECEIVE 25% DISCOUNT. REGISTER FOUR DELEGATES AND EACH PERSON WILL RECEIVE A 25% DISCOUNT

CONFERENCE CODE: 116032

TuesdaySeptember 13th, 2016

WednesdaySeptember 14th, 2016

Register online at www.digitalcustomerexp.com

Workshops Only $595 - EACH

Meet + Network + Learn From

success stories on mobile, social and personalization from …€¦ · · 2016-09-13strategy and...

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