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27 - 28 March, 2014

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Customer Experience is undergoing a transformation. Exemplary service is now just the entry point. Mobility, big data and social media have placed customer experience at the center of most organizations. In fact customer experience models will dictate who the winners of the future are.  Last year The Conference Board annual Customer Experience Conference sold out and this year the event, entitled, "The Transformative Customer Experience" should be the seminal customer experience event in America in 2014. You'll learn from the top CEOs and industry leaders where the new world of Customer Experience is headed and what your company can do to seize the opportunity. Mark your calendar for March 27 & 28, 2014. 

 

Thursday, March 27, 2014

REGISTRATION AND CONTINENTAL BREAKFAST 7:30–8:30 AM

WELCOME AND INTRODUCTION 8:30–8:45 AM
Robert Reiss, Program Director, The Conference Board

A 8:45–9:35 AM

The Future of Customer Experience

Sharon John, Chief Executive Officer, Build-A-Bear Workshop

B 9:35–10:25 AM

Case Study: How to Structure and Align your Organization’s Customer Experience Model

Wayne Peacock, Head of Member Experience, USAA

NETWORKING REFRESHMENT BREAK 10:25-10:45 AM

C 10:45-11:30 AM

The 3 Mistakes in Measuring Customer Experience

John Carroll, Global Head of Clients, Ipsos Loyalty

D 11:30–12:20 PM

Case Study: Building a World-class Healthcare Call Center Organization

Paul Spiegelman, Founding CEO, The Beryl Companies & Chief Culture Officer, Stericycle

NETWORKING LUNCHEON 12:20–1:30 PM

E 1:30–2:10 PM

How to Connect with Customers in China

For any global company the one market everyone wants to understand is China. You'll learn the fundamentals of what makes the China market tick and what it takes to connect with the China customer.

Savio Chan, CEO,  US China Partners

F 2:10–2:55 PM

I Love Transformation - How to Engage your Employees, Embrace Change and Accelerate Results

Lior Arussy, Chief Executive Officer, Strativity

NETWORKING REFRESHMENT BREAK 2:55-3:15 PM

G 3:15-4:45 PM

Panel: Creating the Organizational Link between Culture and Customer Experience

Panelists
Tom Mendoza Vice Chairman NetApp
Stacie Pallotta, Senior Director, Office of Patient Experience, Cleveland Clinic Health System
Kimberly Rath, President, Talent Plus
Michael W. Weinstock, Group Vice President, M & T Bank 

H 4:45-5:30 PM

Your People: The Key to Customer Loyalty

Gary Magenta, Senior Vice President, Root Inc. 
Marianne Scaffidi, Director of Learning and Development, Swarovski North America 

NETWORKING RECEPTION 5:45-6:45 PM

Friday, March 28, 2014

CONTINENTAL BREAKFAST 7:30–8:30 AM

WELCOME 8:30–8:40 AM

I 8:40–9:40 AM

Case Study: Inside the Zappos Customer Model

Rob Siefker, Director, Customer Loyalty, Zappos

J 9:40–10:10 AM               

The Value of Customer Experience Centered Brand Strategy

James Cerruti, Senior Partner Strategy, Brandlogic

Stephen Schoffstall, Chief Marketing Officer, Legrand North America

NETWORKING REFRESHMENT BREAK 11:00–10:30 AM

K 10:30 –11:30 AM

Panel of Practitioners: Key Elements of a Successful Customer Experience Program

Facilitator:
David Hsiao, Head of Software Quality, Ericsson

Panelists:
Dave Blair, Director of Customer Experience, Rockwell Automation
Don Bland, Director, Customer Care, FedEx Tech Connect, FedEx Corporation
Blair Skramstad, Director, Strategic Marketing, John Deere Financial

NETWORKING REFRESHMENT BREAK 11:20–11:25 AM

L 11:30–12:30 PM           

Panel: Digital and Social Media Breakthrough in Customer Experience

Trish Wheaton, Managing Partner Global New Business, Y&R Advertising
Chad Mitchell, Senior Director Digital Communication, Walmart
Michele Barlow, Executive Vice President Enterprise Marketing, Bank of America 
Ginger Conlon, Editor-in-Chief, Direct Marketing News 

CLOSE 12:30–12:40 PM

For speaking opportunities, please contact Mary Beth Reidy at marybeth.reidy@conferenceboard.org.

For sponsorship opportunities, please contact Mike Felden at michael.Felden@conference-board.org.

Sponsored by

Ipsos
Brandlogic
Root
Strativity
  • Human Capital
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