CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Speaker Faculty
Featured Speakers
Tim Hickler
VP WW Customer
Service
Amazon
David Mingle
Executive Director, GMNA
Customer Experience
GM Global Customer
Experience Group
Kirsty Traill
VP Customer
Support
HootSuite Media Inc
Michelle D. Babb
Process Technology
Manager
Harley-Davidson
Christian Jensen
Director - Digital Commerce
Customer Care
Kohl’s
Carol Brolley
Vice President of Operations
Global Business Services
UPS
Andrew Pine
Vice President,
Customer Relations
Porsche Cars NA
RegisterToday
Phone (204-953-3930) or (toll-free 866-991-3555)
Email: [email protected]
Web: www.execsintheknow.com/events/crs-miami
Michele Watson
VP Customer Care
Wal-Mart
eCommerce
LeAnne Crocker
Global Contact Centers
Learning Development
Hyatt
THANK
YOU
to the 2015 Advisory Board
Janet Bailey
Director, Customer Contact Operations
Global and Americas Operations
Starbucks
Presents
Customer Care for the Connected Consumer
Customer Response Summit Miami
Miami | February 8-10, 2015
The Customer Response Summit is about connecting with
Jeff Camp
Vice President,
Call Center Operations
TXU Energy
Alistair Firmin
Vice President, Customer Service
The Standard
like-minded peers that are obsessed with servicing the customer. CRS provides
many great opportunities to network and learn from attendees, speakers and
industry experts.
Jasmine Green
• Identify best practices and discuss innovative ideas, on how to serve your
customer through emerging channels.
Nationwide Insurance
• Ensure your brand is part of the customer success movement.
• Benchmark how brands are servicing the Connected Consumer.
How does your company compare?
• Brainstorm and create customer care strategy plans within small groups.
You will walk away with knowledge and ideas to take back to your team.
Vice President
Chief Customer Advocate
Tim Hickler
VP WW Customer Service
Amazon
Michael Martin
Senior Vice-President
Frontline Support
CIBC Retail And Business Banking
Kathryn McGavick
5 Reasons to Register Today
1 Best Practices and Thought Leadership: The best minds
in Customer Care and Customer Experience will be on hand to educate,
motivate, and inspire new ideas for you to take back to your team.
2 Industry Awareness and Education: Working with our
research partner Digital Roots, Execs in the Know creates a yearly Customer
Experience Benchmarking Study. One installment focuses on Corporate Insights
and the other on Consumer Insights. While at CRS you will get the opportunity
to review this report in detail with industry experts.
3
Networking:
We love to network! Networking is the cornerstone to
learning, opportunities and fun. Each day has customized networking events.
In addition, we create networking “moments” throughout the conference
agenda to ensure that even shy people are driven to network.
4 A Personalized Experience: Our team is focused on ensuring
that you get the most of your conference experience. Our team will do
our best to understand your conference goals and help you find the right
information and contacts. We focus on developing the right size and the
right audience for each event, to help ensure your experience exceeds your
expectations
5
Brand-to-Brand
Mentoring: Mentoring is the key to personal
and business success. Brand-to-Brand mentoring is the key to customer
success. Our 3 day Summit will allow you to learn from your peers and take
back valuable insight to your brand.
Corporate Vice President,
Customer Support
Outerwall
Sally McMahon
Vice President Channel Management
SiriusXM
Lisa Oswald
Senior Vice President,
Customer Service
Travelzoo Inc.
Philip Petescia
Vice President CRM and Customer Care
Post-Sales Support and Promotions
Sony Electronics
Andrew Pine
Vice President Customer Relations
Porsche Cars North America
Razia Richter
Senior Vice President
Chief Customer Officer
Petco
Ginna Sauerwein
Managing Director
FedEx TechConnect
Western Region
CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Pre-Conference
5:30pm – 7:30pm
Welcome Reception & Registration
Agenda
Main Conference
7:30am-8:30am
Registration & Breakfast
8:30am-8:45am
Conference Kickoff
8:45am-9:15am
Scaling What Works For America’s Most Vulnerable Youth
Sunday, February 8th, 2015
Day 1
Monday, February 9th, 2015
Richard Shaw
Chief Development Officer
Youth Villages
9:15am-10:15am
Building a Great CX – Delivering Moments of Wow
• Moments of Wow – do they matter? Should we care?
• People are amazing if you let them. How to create an environment that encourages moments of wow.
• CS Agent empowerment – what mechanisms work for you?
• Innovation to Wow customers:
- Continuous improvement on the floor.
- Using data to drive the Voice of the Customer into the company.
Tim Hickler
VP WW Customer Service
Amazon
10:15am-10:45am
Morning Break
10:45am-11:45am
Corporate Benchmark Panel
The 2014 CXMB Series Corporate Edition results are in. Find out how your program stacks up, and discover what insights this year’s
findings reveal to top brands within our community.
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
Day 1
Monday, February 9th, 2015
Panel Moderator - Jason Wolcott
President
Digital Roots
Michele Watson
VP Customer Care
Wal-Mart eCommerce
Andrew Pine
Vice President,
Customer Relations
Porsche Cars North America
Lisa Oswald
Senior Vice President,
Customer Service
Travelzoo Inc.
Michelle D. Babb
Process Technology Manager
Harley-Davidson
11:45am-2:00pm
Idea Lab & Lunch
Working in small groups with your peers, you will collect concepts from the Idea Lab on how to improve the overall Customer Experience, for the
Connected Consumer. Your group will be tasked to report on one idea and identify its impacts on a brand’s customer success strategy.
2:00pm-3:15pm
The Role of People in the Digital World
Digital technologies like Web self-service and mobile allow organizations to deliver fast, contextual, and convenient help to customers. However,
when real issues arise, your customers still want to talk to someone who can assist them. People are able to manage complexity, handle the
unexpected, and work with empathy in ways that are critical to the success of your customer service organization. In this session we’ll discuss:
• How organizations have tamed complexity and streamlined processes for their agents
• The benefits of creating a unified strategy between your digital and assisted service channels
• Tips you can provide to enable your employees to serve customers better
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Day 1
Main Conference
Monday, February 9th, 2015
Lorraine Schumacher
Director - Customer &
Business Intelligence Group
Verizon
Kelly Koelliker
Director, Solutions Marketing
KANA, a Verint Company
3:15pm-4:30pm
Customer Experience Meet-Ups
Session:
If it’s Broken. Fix it. - Mending Broken Customer Journeys Through Digital
Transformation
Session:
Effectively Integrating Click-to-Chat in Your Multichannel Customer
Experience Platform
Synopsis…
This year there will be 45 billion calls made to customer service. Many of these
calls will occur as a direct result of broken journeys, where a customer starts an
interaction on one channel and then ends up dialing into a contact center because
his/her issue cannot be resolved, without the help of a live agent. Yet, over 60% of
your customers want to resolve all issues in self-service and in whatever channel
they choose. Eighty percent of customers begin their customer service journey in
channels other than the phone channel. Eighty-one percent of customers use at
least three channels to resolve an issue in customer service. So how do we get from
there to delivering contextual, simplified, and faster journeys that result in happier
customers and improved business results?
Synopsis…
Companies are challenged to provide more cost-effective customer service,
while improving engagement and personalization. Click-to-chat is an
underutilized option to meet this business need. In 2014, approximately 14% of
customers used chat to interact with customer service representatives – many
more indicated this as a top interaction preference.
This highly interactive session will discuss how next generation, digital engagement
technologies, including virtual agents, intelligent chat and visual IVR, can transform
customer journeys. You’ll learn how, by applying digital technologies, you can
fix broken journeys, make engagement smarter, lower customer effort, improve
outcomes and create new value for your business within 90 days.
In this roundtable discussion, we will explore fact-based insights on customer
chat preferences, and best practices for the technology, people and processes
needed, to deploy proactive and reactive, web and mobile chat. We will
consider why click-to-chat is an imperative customer interaction strategy and
how it can significantly reduce costs, fulfill customer preference, and improve
customer satisfaction levels across sales, service and support.
Facilitated by:
Facilitated by:
Kathy Juve
Chief Marketing
Officer
[24]7 Inc.
4:30pm-4:45pm
Amit Shankardass
EVP Marketing
Teleperformance
Afternoon Break
4:45pm-5:30pmCustomer Experience Face-Off: The Future of the Customer Experience
Everyone is talking about the Customer Experience and its lifecycle, ownership, and metrics. Yet, differing views persist throughout the industry. This
session is designed to show you multiple sides of these topics, in a lively debate format among industry leaders in customer care. There may be no
single answer, but these experts will cause you to think about what makes sense for your business and invoke thoughts about how to apply each topic.
www.execsintheknow.com
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
Day 1
Monday, February 9th, 2015
Panel Moderator - Dan Gordon
SVP Strategy and Development
West Interactive
Kathi Gurin
CX Strategy & Solutions Consultant
Sage Consulting, Inc.
Colin Taylor
CEO & CCO
The Taylor Reach Group, Inc.
Bill Price
President
Driva Solutions
7:00pm-10:00pm
Networking Evening Event
Agenda
Main Conference
Day 2
Tuesday, February 10th, 2015
8:15am-9:00amBreakfast
9:00am-9:15amKickoff
9:15am-10:15am
Featured Speaker - Big Data Applied - How GM is Using Big Data to Improve
Customer Experience one Customer at a Time
Most CX professionals have plenty of data. What they lack are actionable insights that the front line can actually use to solve problems and
deliver a better customer experience. David Mingle, Executive Director of North American Customer Experience for General Motors, will discuss
how GM is using Big Data to do just that.
•
•
•
How customer-centered thinking can and should guide your Big Data aspirations
How Big Data can empower your front line staff and drive better business outcomes
How to sell Big Data to your internal stakeholders without it sounding like a science project
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Day 2
Main Conference
Tuesday, February 10th, 2015
David Mingle
Executive Director,
GMNA Customer Experience
GM Global Customer Experience Group
10:15am-11:15amCustomer Experience Meet-Up’s
Session:
Leveraging a Total Household Customer Experience to Become More
Competitive
Session:
TBA
Synopsis:
TBA
Synopsis:
Having a unified customer engagement strategy creates value for brands
and their customers. According to research, traditional telephone is now
the 4th channel choice for Generation Y – behind electronic messaging,
social media and smartphone methods. Unless all of your clients are
between the ages of 18-33, you have a diverse customer population with
evolving expectations for service excellence, through a variety of online,
mobile and voice engagement options. What is critical to corporations is
a unified channel strategy that addresses all the expectations, across the
total household, at key moments of truth; when they buy, want to make
a change, have a break-fix issue, or want to cancel. In this interactive
session, we will share best practices and discuss how to balance the need
for organizations to drive revenue with cost containment, while delivering
an exceptional unified customer experience.
Facilitated By:
TBA
Facilitated By:
Chris Lord
SVP, Global Growth
Strategy and Marketing
HGS
TBA
11:15am-11:30am
Morning Break
11:30am-12:45pmDriving Customer Loyalty in an Omni Channel World- How Customer Care Plays
a Role.
The goal of omni channel loyalty is to engage and attract customers, at every possible touch point. In order to engage in this next evolution of
loyalty, brands must work cross-functionally to leverage every interaction and create the ultimate Customer Experience. Our panel of experts
will discuss both the operational and business channels, of omni channel loyalty. They will identify and discuss how customer care is working to
maximize their channels of engagement, to create loyalty in the connected consumer.
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Agenda
Main Conference
Day 2
Tuesday February 10th, 2015
Panel Moderator - Kevin Bottoms
Global VP, Customer Experience
& Business Development
TELUS International
Christian Jensen
Director - Digital Commerce
Customer Care
Kohl’s
Carol Brolley
Vice President of Operations
Global Business Services
UPS
Kirsty Traill
VP Customer Support
HootSuite Media Inc
12:45pm-1:45pm Lunch
1:45pm-2:45pmNPS vs. Customer Effort
Over the last decade, NPS has been the measurement of choice for the Customer Experience industry. The newest metric candidateCustomer Effort Score- has garnished a great deal of attention and debate over the last year. In an effort to drive improvement and
results without data confusion, what should Customer Experience leaders be focused on? Our panel of experts will discuss the best
measurement strategies to gain a 360 degree view of the customer experience.
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CUSTOMER RESPONSE
SUMMIT
FEBRUARY 8TH-10TH, 2015
Panel Moderator - TBA
Janet Bailey
Director, Customer Service
Global and Americas Operations
Starbucks
Razia Richter
Senior Vice President
Chief Customer Officer
Petco
Philip Petescia
Vice President CRM and Customer Care
Post-Sales Support and Promotions
Sony Electronics
2:45pm-3:30pm
Client Case Study - How TXU Energy Drives Revenue and Competitive Advantage via the Customer Experience
TXU Energy maintains a hard-earned leadership position in the deregulated Texas electricity market, where consumers can choose their
electricity service from one of over fifty competitive providers. The secret to TXU’s success? Providing exceptional customer experience. In
late 2013, TXU Energy introduced “Ivy”: the first conversational, voice-based, virtual assistant in the nation’s utility space, that has dramatically
boosted customer satisfaction and reduced call handle time and expenditures.
Jeff Camp
Vice President, Call
Center Operations
TXU Energy
Facilitator - Ken Stephens
Director of Sales
Interactions
3:30pm-3:45pm
Open Microphone/Close Conference
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