7:50 Chairperson’s Welcome And Opening Remarks

8:00 Keynote Case Study: Establishing Visibility Across The Enterprise For Customer Experience

With departments from product design, to sales, to marketing to internal operations, reorganizing an entire organization around a customer centric experience can be difficult. This session will help explore how one company has worked to establish visibility across these divisions and how it can facilitate a powerful impact on the customer experience company wide.

• Showing results with a comprehensive 360 view
• Consolidating various customer touch points with one goal
• Managing and inspiring your team

Georgia Eddleman
Vice President, Customer Care
ADT Security Services

8:45 Creating A Customer Focused Culture

No company ever intends to create a poor customer experience. Every customer pain point ever, was created inadvertently or without that intended consequence. When discussing why such pain points exist, you will see passion and hear logic from those who created them. This discussion will focus on how to affect the cultural change needed to ensure a great customer experience transcends any one person or initiative. We will review concrete approaches and initiatives to not only create a customer-centric attitude, but ensure it is sustainable.

• Having customers evaluate you by their entire experience
• Creating a systemic, holistic model with the “right” foundation and approach
• Linking a proper plan with a deep-seated desire to delight your customers at every touch point

Ed Benack
Chief Customer Officer
Acronis

9:30 Quantifying The Customer Experience –Speech Analytic Pilot Project

One way to measure the interaction between your front line associates and the customer experience is to record and analyze your calls. This session will explore how one company is using a speech analytic pilot to more positively impact the customer experience and better train their employees.

• Deploying, mining and quantifying the reasons for customer contact
• Exploring verbatim
• Early results and applications – driving ROI

Jeff Gallino
CTO and Co-Founder
CallMiner

11:00 Blue Sky Session: Evaluating Success Through Your Touch Points To The Customer

This Blue Sky Session will place emphasis on how senior customer experience executives have been able to drive profit through their cohesive customer facing initiatives and their corresponding touch points and channels. No topic is off limits and you won’t want to miss out on open and frank discussion!

In addition to the best-in-class and next-in-class, top executives will provide their unique experiences in going from just talking about ROI to actually demonstrating profit with their company’s open perspective emphasis on:

• Planning reasonable goals for establishing loyalty metrics
• Outlining next steps to evaluate profitability
• Enhancing the customer experience and shaping your blended channels for optimal reach

1:30 American Express: Continuing Its Focus On Providing Superior Customer Service

Even for a company built on the strength of its service, it is vital to constantly explore ways to bring the customer experience to a new level. This session will examine a number of customer-centric changes to service at American Express. Against the backdrop of an unprecedented economic environment, American Express saw an opportunity to further differentiate itself by investing in deepening relationships with customers through the billion plus individual customer interactions it has each year. This session will explore how, by creating and fostering an ethos of viewing each contact with a customer not as a transaction or cost, but as an opportunity to build and deepen a relationship, the Company is:

• Cultivating a culture that has captured the imagination and pride of employees
• Discovering new ways of building relationships and customer satisfaction at every customer touchpoint through investments in training and technology
• Driving positive tangible results

Doria Camaraza
Senior Vice President and General Manager for the Credit Card Operations Service Center
American Express

2:15 Identifying And Improving Critical Moments Of Truth In Customer Experience

For most companies, customer service deals with some key “moments of truth” for customers. These key moments of truth are critical in organizational efforts to improve the customer experience. But firms can’t just focus on customer service interactions or offload responsibility for customer experience to the customer service organization. This session with cover:

• Incorporating internal cross-functional accountability into your strategy of customer delivery systems
• Meeting critical customer expectations throughout the organization.

Suzanne Dunham
Senior Vice President, Customer Service
Integrated Broadband Services

3:45 Measuring The Customer Experience – Beyond Net Promoter Score

While NPS has become a de facto standard for customer satisfaction measurement within the industry, its usefulness as an operational and performance metric is limited.

• Applying Event-Based Monitoring
• Examining practical approached to driving performance
• Exploring customer based behaviors across the company

Brad Nichols
Senior Vice President and Global Head of Customer Experience
Thomson Reuters

4:30 Quantifying Data From Unstructured Feedback – It’s All In The Metrics

There are many points of feedback from your customers (e.g. contact center, social networking sites, etc.), but that data is largely unstructured and difficult to quantify. In this session you will learn how your customer experience team can:

• Monitor and collect unstructured data
• Gain business leader buy-in for this "voice of the customer" feedback
• Convert that data into actionable metrics

Darin Phillips
Director, Customer Experience
Bayview Financial

5:15 Close Of Conference Day One