CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Speaker Faculty Kirsty Traill VP Customer Support HootSuite Media Inc Featured Speakers Tim Hickler VP WW Customer Service Amazon David Mingle Executive Director, GMNA Customer Experience GM Global Customer Experience Group 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 Michele Watson VP Customer Care Wal-Mart eCommerce Register Today Phone (204-953-3930) or (toll-free 866-991-3555) Email: [email protected] Web: www.execsintheknow.com/events/crs-miami LeAnne Crocker Director - Global Contact Centers and Learning & Development Hyatt Lorraine Schumacher Director - Customer & Business Intelligence Group Verizon 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 & Shared Services 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 Channel Optimization 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 Location - Spa Garden - Sponsored by: Agenda Main Conference 7:30am-8:30am Registration & Breakfast Location - Ocean Tower 2, 3rd Floor 8:30am-8:45am Conference Kickoff Location - Ocean Tower 2, 3rd Floor 8:45am-9:15am A Community Making a Difference Sunday, February 8th, 2015 Day 1 Monday, February 9th, 2015 a group of dedicated professionals, we understand the need for people and corporations to live and act responsibly. In September 2014 at As CRS Memphis, our community brainstormed ideas to create a movement for kids, that are aging out of foster care every day. Richard Shaw will update us on the actions and outcomes of those ideas, as we look to continue our support for America’s Youth in Foster Care. 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 www.execsintheknow.com 1 CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Agenda Main Conference 10:45am-11:45am Corporate Benchmark Panel Day 1 Monday, February 9th, 2015 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. Panel Moderator - Jason Wolcott Founder & CEO 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 LeAnne Crocker Director - Global Contact Centers and Learning & Development Hyatt 11:45am-1:15pm Idea Lab Location - Ocean Tower 2 Foyer 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. After a brief overview of the activity, attendees will be divided into small groups, and visit each Idea Lab station. The seven Idea Labs, brought to you by Genesys, Interactions, Performance Technology Partners, Arise Virtual Solutions, Dialog Direct, Intradiem, and West Interactive, will feature brief presentations, describing their unique “ideas”, on improving the customer experience. Groups will then be assigned a specific Business Partner and asked to identify how their “idea” could impact a brand’s customer success strategy. 1:15pm-2:15pmLunch Location - Spa Garden www.execsintheknow.com 2 CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Day 1 Agenda Main Conference 2:15pm-3:15pm Client Case Study: How to Differentiate Through Customer Experience Monday, February 9th, 2015 One of the biggest challenges facing organizations is the need to maximize customer engagement and increase revenue, while minimizing the cost of delivering an outstanding customer experience—across all communication channels. Listening to and learning from the voice of the customer can provide insight into what’s important. 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. In this session we’ll discuss: • How Verizon is leveraging journey mapping, social customer response, and other areas, to drive customer experience excellence • The benefits of creating a unified strategy between your digital and assisted service channels • How organizations have tamed complexity and streamlined processes for their agents Lorraine Schumacher Director - Customer & Business Intelligence Group Verizon Facilitator - Kelly Koelliker Director, Solutions Marketing KANA, a Verint Company 3:15pm-4:30pm Customer Experience Meet-Ups Location: Star Room Location: Palm Room Session: If it’s Broken, fix it. Mending Broken Customer Journeys Through Digital Transformation 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? 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. Facilitated by: Session: Text Messaging Sales & Service: Getting it Right for Your Customers and Your Contact Center Synopsis: 22 years young, text messaging is quickly becoming the hottest new sales and service channel. Personal, convenient and wildly pervasive, text is emerging as the preferred contact solution, for connected consumers and enterprises alike. No calls to place, websites to visit, or apps to download; text is the true mobile service solution for busy consumers on the go. For contact center teams, text’s short messages, high efficiency and concurrency of interactions, drive cost savings from deflected calls, while also opening new revenue streams – positively impacting the bottom line, while improving the customer experience. Be a part of this engaging, interactive session to explore with your peers how industry leaders across verticals are deploying text messaging sales and service, at enterprise scale, and how consumers are engaging via this new 2-way channel. Collaborate and brainstorm together on business and use cases for text and how your company and customers can start realizing the benefits of text’s great convenience and efficiency. Facilitated By: Kathy Juve Chief Marketing Officer [24]7 Inc. John Huehn President & CEO In the Chat Communications Inc. www.execsintheknow.com 3 CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Agenda Main Conference 4:30pm-4:45pm Afternoon Break Day 1 Monday, February 9th, 2015 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. 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 6:30pm-9:30pm Networking Evening Event - Sponsored by: MADMEN HIT MIAMI Location - Ocean Tower 1A Join us at the Iconic Eden Roc hotel, the historic playground of the stars and the best place for a “MadMen” evening full of great food, music, martini crafting, networking, and surprises. www.execsintheknow.com 4 CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Agenda Day 2 Main Conference Tuesday, February 10th, 2015 8:15am-9:00amBreakfast 9:00am-9:15am Day 2 Conference Kickoff 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 David Mingle Executive Director, GMNA Customer Experience GM Global Customer Experience Group 10:15am-11:30amCustomer Experience Meet-Up’s Location: Palm Room Location: Star Room Session: Effectively Integrating Click-to-Chat in Your Multichannel Customer Experience Platform 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. 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: Session: Leveraging a Total Household Customer Experience to Become More Competitive Synopsis: Households are more than people living together; they are groups of consumers with enormous purchasing influence on one another, and collective buying power. Having a unified customer engagement strategy creates value for brands and their household customers, whose methods of communication vary. In this interactive session, we will explore the 2015 tipping point when non-voice interactions are predicted to surpass voice interactions, and the imperative that creates to put modern, mobile enabled consumers at the center of your customer experience investment strategy. We will review industry leading, use-case examples and discuss device agnostic approaches you can implement, with minimal capital investment, such as integrated self-help, agent-assisted online engagement, video chat and customer analytics, to retain the customer online and avoid costly and dissatisfying escalations to the voice channel. Facilitated By: Amit Shankardass EVP Marketing Teleperformance Chris Lord SVP, Global Growth Strategy and Marketing HGS www.execsintheknow.com 5 CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Agenda Main Conference 11:30am-11:45am Morning Break Day 2 Tuesday February 10th, 2015 11:45am-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. 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 Location - Ocean Garden 1:45pm-2:45pm 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. Facilitator - Ken Stephens Director of Sales Interactions Jeff Camp Vice President, Call Center Operations TXU Energy www.execsintheknow.com 6 CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Agenda Main Conference Day 2 Tuesday February 10th, 2015 2:45pm-3:30pmNPS vs. Customer Effort Over the last decade, NPS has been the measurement of choice for the Customer Experience industry. The newest metric candidate- Customer 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. Panel Moderator - John Wolf Chief Marketing Officer Intradiem Bruce Withers Vice President & Product Management Manager Wells Fargo Claudia Cristiani General Manager, Consumer Global Service Delivery Microsoft Philip Petescia Vice President CRM and Customer Care Post-Sales Support and Promotions Sony Electronics Steven Sookhoo VP Operations Strategy Barclaycard US 3:30pm-3:45pm Open Microphone/Close Conference www.execsintheknow.com 7 CUSTOMER RESPONSE SUMMIT FEBRUARY 8TH-10TH, 2015 Sponsors www.execsintheknow.com 8