Chief Customer Experience Exchange

May 7-9, 2017 • San Diego, CA

Continuous Improvement across the Customer Journey BRIDGE THE SILOS

[email protected] • www.chiefcustomerofficerexchange.com • 1-800-882-8684

2 [email protected] • www.chiefcustomerofficerexchange.com • 1-800-882-8684

Bridging Silos - Continuous Improvement Across The Customer Journey

According to Audrey Y. Manring in a Destination CRM article,The CCO’s job doesn’t match historical hierarchal management models. It bridges among siloed divisions. Organizations may be, within each silo, instituting customer strategies, embracing new technologies, tapping new sales channels—all aimed directly at the customer from their division’s viewpoint. But without coordinated change, customer centricity is just talk.

As a relatively new position in many companies — today’s CCO needs to be a true renaissance man! CCOs speak for the customer within the organization, and become their advocate. This role is now becoming the most challenging part of the c-suite as more established organizations hire C-level professionals to lead the charge to create strong and profitable company-customer relationships. A Chief Customer Officer is in charge of influencing corporate activities to make sure that the customer’s needs are understood and met by all the members of the organization. The CCO is tasked with making sure that all the divisions of the company: finance, sales, marketing, customer service, etc. appreciate the customer’s needs across the boundaries of those divisions.

May 7-9, 2017 San Diego, CA

Welcome To The Chief Customer Officer Exchange

Top Reasons to Attend

Attendance is Exclusive - Participation is strictly limited to senior executives from leading corporations to facilitate true peer-level networking for our delegation and speakers.

Strategic Conference Sessions - The intellectual content of the Exchange agenda is specifically designed for the seniority and maturity of the participants, and has been developed following 9 months of in-depth research.

MaximizingyourtimeoutoftheofficebyCustomizingyourownItinerary - Select the conference sessions, BrainWeave® discussions, and business meetings that match your initiatives and current business needs ensuring you have full control of your time at the Exchange.

UnsurpassedFormalandInformalNetworkingOpportunities- Sharing and exchanging ideas and concepts with your true peers. Our cappedvattendance ensures highly interactive sessions and additional networking opportunities in an intimate setting.

One-on-OneBusinessMeetings– The business meetings provide an exceptional opportunity for event participants to efficiently assess the solutions and services that are available to help them achieve their business objectives.



DavidBoyle EVP Insight

BBCWorldwide #80 Traffic Rank in USA

Eric Rasmussen VP Consumer Insights

Groupon #1948 on the Forbes Global 2000

Kristin Guthrie VP, Customer Experience

ICWGroup 2016 Ward’s 50 Group of Top

Performers

BobTaylor Chief Customer Officer & SVP

Samsung SDS America #1290 on the Forbes

Global 2000

KarenW.Ellis Chief Customer Experience

Officer San Antonio Airport #44 Busiest Airports by

United States Department of Transportation

PatrickDuffy Chief Experience Officer

Diamond Resorts 2014 Ace Philanthropic

Award from American Resort Development Association

LynnSkoczelas Chief Experience Officer

Sharp HealthCare #16 on the Forbes America’s

Best Employers

Michael Guyton Senior Vice President and Chief

Customer Officer Oncor

#6th Largest Transmission and Distribution Utility

DianaHelfinstine Vice President

Customer Experience Essilor

#730 on the Forbes Global 2000 List

Jose Vergara Chief Customer Officer

McKesson #159 on the Forbes

Global 2000

Alice Sesay Pope Head of Contact Center Operations & Customer

Experience Officer First Horizon National

Corporation #1983 on the Forbes

Global 2000 List

Meet The Speakers

4 For solution provider opportunities email [email protected]

Living in a world of rapidly increasing complexity with more powerful tools and capabilities

Customers are not all the same - How to ID and gain the customers that are 10X more valuable

Start your Customer Journey With “Customers” in the Core

Developing a customer-driven workforce to foster lasting customer relationships

Deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions in the Digital World

Defining Your Path to CX Maturity with Metrics, Insights and Prioritized Improvements

Experience Design & Innovation- Transforminmg Experience for Entire Community

Unifying the Silos and Building a Global Approach to Customer Experience

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HOT TOPICS for 2017

2016 Sponsors Include

mailto:spex%40iqpc.com?subject=2017%20CCO%20Exchange%20May%20-%20Solution%20Provider%20Info

5 [email protected] • www.chiefcustomerofficerexchange.com • 1-800-882-8684 www.cco-exchange.com I 813-658-2539 I [email protected]

D e ce m b e r 4 - 6, 2 0 16A m e l i a I s l a n d , F L

The Chief Customer Officer Exchange offers a variety of unique learning styles and sessions, which you can select from to build a customized itinerary that reflects your current initiatives, priorities, and future strategic objectives.

Conference Sessions:

The highly crafted conference sessions reflect the strategic issues that senior customer experience executives have identified as priorities during our lengthy research process. You will choose from a selection of plenary and concurrent sessions covering a myriad of issues that will create the foundation of your agenda. Session formats include: Co-presented Case Studies, Panel Discussions, Case Reviews, Roundtable Discussions and Interactive Debates.

MasterClasses:

A MasterClass is an in-depth discussion led by a solution provider. The delivery format is flexible in that the solution provider may use a case study or present with a client to “bring the content to life”. We discourage heavy PowerPoint presentations, as these take away from the level of interaction that is achieved with a case study or client.

BrainWeave® Discussions:

Our signature BrainWeave® sessions encourage discussion, debate and learning in an unscripted and informal setting. You can choose to participate in these interactive roundtable-style sessions on topics which are top of mind issues. You will be able to select from four possible BrainWeave® topics which will be incorporated into your personal itinerary. These intimate discussions will be moderated to ensure that the discussions stay on-course and deliver maximum benefit to you. Ask questions, share experiences and ideas and find the right answers to your immediate concerns.

One-on-One Business Meetings:

An integral part of your agenda is the one-on-one business meetings with leading solution providers. When you register for the Chief Customer Officer Exchange, you will be asked to identify the solutions and services you are currently considering so that we can invite leading experts to the Exchange who will fit your business needs.

Prior to the Exchange, you will be able to assess the solution providers who will be attending and select 6-8 who offer products and services that match your initiatives and priorities.

Your selections are then incorporated into your customized agenda. These private, thirty minute one-on-one meetings give you the opportunity to hear from leading specialists, whose industry knowledge and experience enable them to make a valuable contribution to the requirements of your business. They offer objective, flexible, and relevant strategies for success. This unique aspect of the Chief Customer Officer Exchange serves to simplify the process for sourcing new solutions and external counsel, enabling you to discover strategies that are working for others and offer you early previews of emerging technologies.

More Value for your Time Out of the Office

www.cco-exchange.com I 813-658-2539 I [email protected]

D e ce m b e r 4 - 6, 2 0 16A m e l i a I s l a n d , F L

The Chief Customer Officer Exchange offers a variety of unique learning styles and sessions, which you can select from to build a customized itinerary that reflects your current initiatives, priorities, and future strategic objectives.

Conference Sessions:

The highly crafted conference sessions reflect the strategic issues that senior customer experience executives have identified as priorities during our lengthy research process. You will choose from a selection of plenary and concurrent sessions covering a myriad of issues that will create the foundation of your agenda. Session formats include: Co-presented Case Studies, Panel Discussions, Case Reviews, Roundtable Discussions and Interactive Debates.

MasterClasses:

A MasterClass is an in-depth discussion led by a solution provider. The delivery format is flexible in that the solution provider may use a case study or present with a client to “bring the content to life”. We discourage heavy PowerPoint presentations, as these take away from the level of interaction that is achieved with a case study or client.

BrainWeave® Discussions:

Our signature BrainWeave® sessions encourage discussion, debate and learning in an unscripted and informal setting. You can choose to participate in these interactive roundtable-style sessions on topics which are top of mind issues. You will be able to select from four possible BrainWeave® topics which will be incorporated into your personal itinerary. These intimate discussions will be moderated to ensure that the discussions stay on-course and deliver maximum benefit to you. Ask questions, share experiences and ideas and find the right answers to your immediate concerns.

One-on-One Business Meetings:

An integral part of your agenda is the one-on-one business meetings with leading solution providers. When you register for the Chief Customer Officer Exchange, you will be asked to identify the solutions and services you are currently considering so that we can invite leading experts to the Exchange who will fit your business needs.

Prior to the Exchange, you will be able to assess the solution providers who will be attending and select 6-8 who offer products and services that match your initiatives and priorities.

Your selections are then incorporated into your customized agenda. These private, thirty minute one-on-one meetings give you the opportunity to hear from leading specialists, whose industry knowledge and experience enable them to make a valuable contribution to the requirements of your business. They offer objective, flexible, and relevant strategies for success. This unique aspect of the Chief Customer Officer Exchange serves to simplify the process for sourcing new solutions and external counsel, enabling you to discover strategies that are working for others and offer you early previews of emerging technologies.






Sample List of Past Attendees

Company JobTitle

McKesson Chief Customer Officer

US Nutrition (an NBTY & Carlyle Group Comp

Chief Customer/Commercial Officer

Dollar Shave Club Chief Customer Officer

Las Vegas Valley Water District

Chief Customer Officer, Director of Customer Care & Field services

SunTrust Bank SVP, Director Insights and Client Experience

Viacom SVP Consumer Insights and Analytics

New York Times Managing Director of Customer Service

Blue Cross Blue Shield of North Carolina

Head of Customer Experience

Verizon Fios Head of Customer Experience Innovation

Penn Mutual Life Insurance AVP, Business Insights

Travelport VP of Customer Service

Cabela's VP of Enterprise Customer Experience

Comcast VP of Customer Experience

American Express VP Marketing Strategy & Operations

Western UnionVP Global Business Intelligence, Market & Consumer Insights

MetLife VP, Customer Expereience

Mercy Vice President Strategy & Patient Experience

Frontier CommunicationsVP Employee Experience, Creative Strategies, & ClientCARE

Luxottica Group VP Global CRM, Retail Optical

To ensure the Chief Customer Officer Exchange offers the highest degree of relevancy, only senior executives responsible for providing strategic leadership and guidnace within their corporations are invited to attend, including:

· Chief Customer Officers · Chief Experience Officers

· Chief Client Officers · SVPs/VPs of Customer Experience

· Access to the secure Exchange pre-eventwebsite to customize your schedule during the Exchange

· Selection of executive roundtables,keynotepresentations and conference sessions

· Selection of one-on-one businessmeetings with solution providers

· Breakfast,lunchandrefreshments

· WelcomeDinner on Day 1 and Networking Dinner on Day 2

· Personal copy of the event catalogue, including participant details and speaker documentation

· ExchangeOperationsManagerdedicated to pre-event, on-site and post-event assistance

Who Will You Meet?

Your Registration Includes

Who Qualifies to Attend?

Venue

We qualify all attendees on job function and strategic responsibility to ensure you’re guaranteed to meet and engage with an elite group of Customer Experience leaders. Every attendee must answer ‘yes’ to the following criteria in order to gain an invitation:

My company’s annual revenueis$1billionorabove

I sit in the C-suite or report directly to the C-suite

Icontrolordirectlyinfluence where the Customer Experience budget is spent

I manage corporate strategy at the regional, divisional, or group level

Wearecurrentlysourcingavenueforthe2017ChiefCustomerOfficerExchangeinsunnySanDiego,CA.

Located on the coast of the Pacific Ocean in Southern California, San Diego is widely known as “America’s Finest City.” San Diego embodies laid-back California culture, complete with a Boardwalk, surfing communities, and outstanding Mexican food. Famous for its miles and miles of white-sand beaches and amazing weather, the city offers something for visitors of all ages.

All IQPC Exchange venues are carefully selected to maximize the value of the Exchange to our participants. We choose venues that encourage high-level thinking in a relaxed atmosphere to ensure you get the most out of your time away from the office.


Sunday, May 7, 2017– DAY ONE

12:30 Chairman’sOpeningRemarks

12:45 OPENINGADDRESS:LivingInAWorldofRapidlyIncreasingComplexityWithMorePowerfulToolsAndCapabilities

To be successful in the new world you need to be able to weave together data and systems to tell joined up stories across data sets, which is a very different skill and one that sadly many insight people are really struggling with. Hence the importance of sharing and learning! · We have gone from websites to apps to social networks to messaging apps as the primary digital location · The role of massive computing, artificial intelligence, machine learning- we are all using it in our personal lives but yet AREN’T using it in

business life · Rapid increase of proliferation of routes to market across every industry and each route to market comes with a

different data · Have our teams rapidly increased along with this complexity?

DavidBoyle,EVP Insight, BBCWorldwide

1:30 INDUSTRYINSIGHT:SecretsToProfitableCustomer–NeedsBasedCustomerSegmentationWithActionableAnalytics

This session will provide a review of the predictive models and analytical tools that have been integrated into customer segmentation for both winning and retaining profitable customer. · Dividing a customer base to focus on the different attributes and behaviors to serve them more effectively · In-depth customer insight for determining product mix, marketing, and service models to acquire more of the “right” and profitable

customers · Managing customer equity to create market-based growth while evaluating the profitability and ROI

2:15 NetworkingBreak

2:45 BusinessMeetings1


3:45 CLOSINGADDRESS:DesigningaCustomerCentricCulture:ImplementingStrategicPrinciplesForAchievingCustomerCentricityIntoYourOperatingModel

Focusing on a brand’s core values like Customer-centricity simplifies decisions on gaining market share in an increasingly competitive landscape. By designing your company from the customer’s perspective, an organization will be focused on the customer’s needs. · Mastering the art of purposeful leadership to lead through organizational change · Creating a compelling brand values to engage with current and prospective customers and stand out from the crowd · Mastering employee-engaging transformation · Integrating customer feedback and insight throughout the organization with customer connectedness · Overcoming cultural resistance to change- go big and go fast to build momentum for the new culture

Jose Vergara, Chief Customer Officer, McKesson



5:30 CocktailReception&DinnerAbout IQPC Exchanges

https://youtu.be/KeOb9u8UGI4%0D


Master Class A BrainWeaveA

11:15 DrivingCustomerEngagementAndLoyaltyToWinShareOfWallet · Leveraging loyalty learnings across the organization to improve

relevance and increase engagement with members · Ramping up technology execution and analytical proficiency to

act on the useful customer insights · Loyalty and engagement walks hand in hand- incorporating

information through every channel

DeliverTailoredCustomerExperiencesByGatheringMeaningfulDataThroughPredictive Analytics · Provide more actionable customer analytics and generate

customer insight · Uniting the company by harnessing all available data across

departmental silos, giving customers the intimacy they require and maximizing each interaction

Monday, May 8, 2017 – DAY TWO

7:00 Breakfast


8:15 OPENINGADDRESS:EmergingTechnologiesInTheUtilityIndustryToMeetToday’sCustomers’Expectations

New and emerging technologies such as demand-response and advanced applications can provide utilities with the tools needed to modernize the distribution grid, gain efficiencies and enhance the customer experience. · Adoption of live chat channel, integrated with CSRs · Introducing net-metering and other billing models · Training and development for employees around these new technologies · Discover the key performance indicators for monitoring ongoing system performance

Michael Guyton, Senior Vice President and Chief Customer Officer,Oncor

9:00 INDUSTRYINSIGHT:TheLensOfCX-DevelopingAndImplementingACustomerExperienceStrategy The holistic view of customers is becoming increasingly important. Companies are trying to develop a blend of an increasing array of

tools to analyze them in a central location. In this session, we will explore: · CX journey mapping and identification of touch points · Designing and starting up a customer-experience transformation · Linking the customer experience to value · Taking advantage of every customer touch point with device neutral, content-centric experiences

DianaHelfinstine, Vice President, Customer Experience, Essilor




12:15 Lunch

1:15 CASESTUDY:CustomersAreNotAllTheSame-HowToIDAndGainTheCustomersThatAre10XMoreValuable

Analysing your customers allows you to identify those who best fit your business priorities. These will depend on your strategy. Looking after your customers helps build customer loyalty. Selling more to existing customers can be far more cost-effective and profitable than finding new ones. · Using multi-touch attribution models to mapping the customer journey · Finding out your most important metrics · Capturing a single, integrated view of data from every channel · Track post-conversion events to predict the customer lifetime value (CLV)

Eric Rasmussen, VP Consumer Insights, Groupon


Customer Review: Click to Listen

Monday, May 8, 2017 – DAY TWO

1:45 CASESTUDY: Deliver Consistent, Seamless And Personalized Experiences Across All Channels, TouchpointsAndInteractionsInTheDigitalWorld

Any organization with a multichannel ecosystem should aim that independent channel interactions coordinate to create one cohesive, consistent customer experience. Consistency should be applied across the channel ecosystem which will create a holistic omnichannel experience for your brand. · Taking a holistic approach to transform the end-to-end customer journey · How does enterprise-wide decision influences omnichannel experience · Customers’ experience must match expectation- Redefine products and restructure associates

Alice Sesay Pope, Head of Contact Center Operations & Customer Experience Officer, First Horizon National Corporation




3:45 CLOSINGADDRESS:CustomerExperienceDesign-AcquiringTheMostValuableCustomers · Integrating service design, digital design and physical architecture · Using touchpoint terrain mapping to truly understand the landscape of experiences · Scrutinizing churn rate and customer lifetime value (CLV)



5:30 CocktailandDinner


Tuesday, May 9, 2017 – DAY THREE

7:30 Breakfast


8:45 OPENINGADDRESS:CXOInsights:PatientExperienceDesign&Innovation-TreatPeople,NotPatients,AndTransformTheHealthCareExperienceForEntireCommunity

As a CXO at Sharp, Lynn’s journey started with enhancing the customer experience, educating and infusing 20,000 employees, physicians and volunteers with behaviors and attitudes of service, which in turn have created a dynamic of gratitude transforming Sharp and the philanthropy program. · Seven pillars of excellence: Quality, Service, People, Safety, Finance, Growth, and Community · Improving search capabilities and on-demand services and optimize user experience through website redesign · Increase employee and physician satisfaction, decrease turnover, and up patient satisfaction with increase revenue

and market share · Prioritize customer experience and promote a customer centric value proposition throughout the organization

LynnSkoczelas,Chief Experience Officer, Sharp HealthCare

9:30 CASESTUDY:DevelopingACustomer-DrivenWorkforceToFosterLastingCustomerRelationships People in the organisation are the ones responsible for leaving a first and lasting impression on customers. Customer service is the

competitive, strategic weapon that can only be achieved by developing a customer-driven workforce. · Ask yourself, “Are we doing everything we can to create a customer-driven workforce and the best possible experience for our

customers?” · Give Your Employees the Power · Provide Employee Training and Succession Planning Strategy · Communication. Communication. Communication

PatrickDuffy,Chief Experience Officer & Global Director of Vacations, Diamond Resorts International®




11:45 CASESTUDY:ReinventingTheBuyingExperienceToCreateACustomer-FriendlyOmnichannelExperience

To be successful, retailers need to have an omnichannel strategy, a plan for providing consumers with a cohesive shopping experience no matter which channel they use to engage with the brand. · Essential components: Convenience, Consistency, Relevance, Empowerment and Agility · Establish a consistent brand experience across channels · Customer analytics: A roadmap to more targeted and effective campaigns · Implement a CRM system that provides a single cross-channel view

Kristin Guthrie, VP, Customer Experience, ICWGroup

12:30 CLOSINGADDRESS:StartYourCustomerJourneyWith“Customers”InTheCore Customer journey mapping is a process wherein you visualize and recreate the customer’s experience from their perspective across all

the different touchpoints and points of engagement that are active. This involves streamlining every single engagement, interaction and experience so that there is absolute clarity at every stage of the customer journey regarding what the customer wants. · Providing a framework that aligns the organization around experience to drive accountability · Driving improvement on all the touchpoints Vs. Focusing on the specific ones · Optimizing investments with a plan of action · Managing employees most effectively with training and development

KarenW.Ellis,Chief Customer Experience Officer, San Antonio Airport

1:15 Exchange Concludes

Chief Customer Experience Exchange

Documents

Transcript of Chief Customer Experience Exchange