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July 29 - 31, 2018
United States, Illinois

Agenda Day 3

7:30 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairperson's Opening Remarks

8:45 am - 9:15 am KEYNOTE ADDRESS: How to Foster a Culture of Empathy through Human-Centered Design

Vinod Varma, Vice President, Customer Experience and Product Strategy,American Express Global Business Travel
Most companies see their customers as the heartbeat of their operations. However, even with the best intentions, customer centric thinking can all too often take a backseat. People slip back into their functional priorities and individual goals.The key to providing successful and sustainable customer experiences that resonate starts with the customer. It comes from difficult changes to align around the customer’s problem. These are tough organizational and cultural challenges that require unrelenting focus on the customer or the end user.

In this keynote, hear from Vinod as he shares how he and his team:
  • Bashed organizational silos to move from functional focus to an end user centric approach at American Express Global Business Travel
  • Overcame the challenges of executive buy-in and redesigned the traveler & travel manager experience with the deployment of Design Thinking and Service Design methods
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Vinod Varma

Vice President, Customer Experience and Product Strategy
American Express Global Business Travel

9:15 am - 9:45 am CASE STUDY: The Periodic Table of Culture: Liberty University's CXO Prioritizes Internal Experience for Universal Change

Nathan McGlothlin, Chief Experience Officer,Liberty University
After joining the university’s IT department, Nathan built a framework to overcome frustrations as a result of a siloed structure that was preventing collaboration. In order to accomplish this, everyone needed to speak in a universally understandable voice. After extreme success at the departmental level, the COO of the university asked Nathan to expand his scope university-wide. His new role as Chief Experience Officer brings these communication competencies to a new height with the formation and evangelization of the “Periodic Table of Culture”.

Join us as Nathan walks us through his periodic table and focus on internal customer experience, building a foundation for universal change.  
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Nathan McGlothlin

Chief Experience Officer
Liberty University

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Business Meetings

10:45 am - 11:15 am Networking Break

11:15 am - 11:45 am CASE STUDY: How to Reinvent Business Models and Diversify Revenue to Mitigate Risk and Protect your Customer Base

Business Model Innovation is a fantastic exercise to fundamentally rethink your business around a clear and not always obvious customer need, then realigning resources, processes and profits around a new value proposition. In our modern economy where a lack of healthy innovation and new perspective quickly leads to disruption, critical risk mitigation techniques are needed to protect the sustainability of your business. This case study explores one experience leader’s journey returning to the core business and reimagining the model.

11:45 am - 12:15 pm CASE STUDY: Measuring the Value of Experience: Qualitative and Quantitative Metrics for Experience Delivery

We’ve all heard of CSAT and NPS scores, which are very clearly two leading quantitative metrics that help you understand your customers. However the qualitative feedback remains the most important to advise experience design and delivery. This session dives into methods for gathering and analyzing large amounts of qualitative customer data and packaging it in an actionable and understandable way.

12:15 pm - 12:15 pm Exchange Concludes