Live Chat Software
July 29 - 31, 2018
Illinois, United States

Agenda Day 2

7:30 am - 8:15 am Networking Breakfast

8:15 am - 8:30 am Chairperson's Opening Remarks

8:30 am - 9:00 am Opening Address: Why the Customer Experience Matters

Stephen Riddell - Head of Customer Experience, Casper
Everyone talks about the customer experience. And everyone feels like they are moving to become more “customer centric”. But if you ask most companies to define and explain their customer experience strategy or vision, they very simply can’t. 

In this opening address, Steve Riddell provides you with 5 actionable items to challenge, define and develop your CX.
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Stephen Riddell

Head of Customer Experience
Casper

9:00 am - 9:30 am Case Keynote: Marketing Beyond Digital: How to Get Past Technology and Market to the Human Experience

Kim Brown - Global Director and Global Head of Marketing, GE Renewable Energy Digital Solutions
Marketing is beyond complex in the experience economy.  On the front end, customer data capture must be meaningful, accurate and complaint.  Moreover, systems across the organization most interact in a way that unites teams and bridges data sets.  In this session, Kim Brown speaks to the stigmatism attached to “digital”, how to become the experience champion for digital transformation as a mindset, and how to transform marketing strategy from technology-driven to human-driven.  
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Kim Brown

Global Director and Global Head of Marketing
GE Renewable Energy Digital Solutions

9:30 am - 10:00 am Networking Break

10:00 am - 10:30 am Industry Insight: 3 Experience Design Initiatives You Should Be Leading Right Now

Dan Kraemer - Founder, Chief Design Officer, IA Collaborative
Experience design spans an entire organization - from marketing and IT, to customer and employee experience, to operations. As a leader of experience design, how can you prove the value of your "design mindset" and approach, and its strategic asset to business? Through the lens of real-world examples and case studies from IA Collaborative’s work with top global brands, Dan Kraemer will share 3 experience design initiatives that everyone should be leading right now to generate guaranteed impact in their organization.


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Dan Kraemer

Founder, Chief Design Officer
IA Collaborative

10:30 am - 11:00 am Business Meetings

11:00 am - 11:30 am Business Meetings

11:30 am - 12:00 pm Case Keynote: Digital Engagement in the Age of the Customer

Hiram Barber - Global Director, Digital Customer Experience, Schneider Electric
Evolving a global organization spanning 100+ countries and countless languages to be user-centric and digital first is no small feat.  Hiram Barber, Schneider Electric’s digital CX lead, shares his digital transformation journey, from adopting new channels to creating seamless experiences to engaging all types of users.
·         Redefine customer experience through digital transformation
·         Break down the silos of multichannel workflows
·         Deploy digital solutions to maximize the value of employees and their relationships with customers
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Hiram Barber

Global Director, Digital Customer Experience
Schneider Electric

12:00 pm - 12:30 pm Master Class




12:30 pm - 1:30 pm Networking Lunch

1:30 pm - 2:00 pm Industry Insight: Lost at Sea: How to Navigate Your Way Through the Open Ocean of Customer Experience

Chad Hendren - VP and GM, CX Solutions, VHT
Despite the complexity of today’s omni-channel ocean, an effective CX strategy can be simpler than you think. Find the Waypoints that matter, decide what options mean the most at each, and provide those options to your customer – on the channels of their choice.


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Chad Hendren

VP and GM, CX Solutions
VHT

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

Executive Roundtables
Chief to the success of experience delivery is fluid communication and meaningful connections between the many silos impacting customer touch points. These roundtables take a deeper dive into function roles contributing to CX.

Roundtable 1

3:00 pm - 3:30 pm How do we design for discovery and new experiences in the age of the algorithm?
Matt Basford - General Manager of NY, Beyond



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Matt Basford

General Manager of NY
Beyond


Roundtable 2

3:00 pm - 3:30 pm Improving Experience Through Innovation & Artificial Intelligence
Dennis Weikle - Founder & Managing Director, PPT Solutions
George Svodoba - Vice President, Strategy & Service Delivery, PPT Solutions



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Dennis Weikle

Founder & Managing Director
PPT Solutions

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George Svodoba

Vice President, Strategy & Service Delivery
PPT Solutions

3:30 pm - 4:00 pm Business Meetings

4:00 pm - 4:30 pm Networking Break

4:30 pm - 5:00 pm AI: Myth, Magic, or Must

Dale Zwizinski - SVP, North American Sales, SmartAction



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Dale Zwizinski

SVP, North American Sales
SmartAction

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Business Meetings

6:00 pm - 6:30 pm Closing Address: Delivering on Experience Strategy: How Dow Jones Transformed to CX-Centric and Data First

Nick Varney - VP Customer Value and Engagement, Dow Jones
Against the backdrop of a 3-year CX transformation strategy, Nick Varney has been systematically reinventing the Dow Jones customer function. The transformation started with Experience Design and Transformation, then shifted focus to Customer Engagement, and finally landed on Customer Value. 

Join Nick as he walks you through the development and execution of Dow Jones’ CX transformation including the key milestones to a customer-centric culture and a data-first model.
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Nick Varney

VP Customer Value and Engagement
Dow Jones

6:30 pm - 7:30 pm Cocktail Reception