21 - 22 March, 2013

Follow this conference on Twitter:#tcbcel | Follow The Conference Board: @conferenceboard

20 March, 2013 - Pre-Conference Workshop: Help! A Step-By-Step Guide to Creating a Customer Experience Management Strategy

Imagine a customer passing by your business and you immediately know who they are, what they want and how to connect with them real time to engage them … and your organization has the processes in place to create an indelible, customized customer experience in response to that individual customer’s needs. Science fiction? No … this is becoming the reality of leading customer experience organizations. Still the enablers making this all possible such as Big Data, EFM, So-Lo-Co-Mo, and other terms can confuse even the best of us! In this riveting 1 ½ day conference you will learn what matters to you and your organization so that you can update your customer experience strategy for the future. Topics will include:

• Enterprise Feedback Management: Sharing customer feedback throughout your organization in real time to make better decisions
• Social and Community: Bringing customers into your business so that they co-create products, services, and entire experiences
• Mobile and Local: Using smartphone and GPS technology to capture customer feedback and drive instantaneous customer experience improvement
• Big Data: Connecting customer, operational and financial data together to generate greater business results

Who should attend

If you are exploring how to elevate your organization’s customer experience, you should attend this important conference. Hear from best-practice leaders how to develop and implement new strategies to drive your business forward.

Thursday, March 21, 2013

REGISTRATION AND CONTINENTAL BREAKFAST 8–8:45 AM

A 8:45–9:30 AM

Keynote: How Technology is Transforming the Customer Experience

Bob Lord, Chief Executive Officer, Razor Fish

B 9:30–10:30 AM

Panel: How Big Data will Change the Way Organizations Connect with Customers

Moderator
Ephraim Cohen, Executive Vice President, Technology and Digital Content, MWW
Panelists
Matthias Preschern, Vice President, Global Business Services Marketing, IBM
Kathleen Gowin, Account General Manager, Pitney Bowes Financial Solutions
Pat McParland, Vice President of Corporate and Channel Marketing, Dun & Bradstreet

NETWORKING REFRESHMENT BREAK 10:30–10:45 AM

C 10:45–11:30 AM

Creating Indelible 1-1 Customer Experiences

Chris Zane, Founder and Chief Executive Officer, World Famous Zane’s Cycles

D 11:30 AM–12:15 PM

Enterprise Feedback Management: Don’t Just Survey Your Customers – Fix Their Experiences!

John Carroll III, Global Head of Clients, Ipsos Loyalty

LUNCHEON 12:15–1:15 PM

E 1:15–2 PM

The Best or Nothing–The Mercedes Benz Customer Experience Journey

Hendrik Hynekamp, General Manager Customer Experience, Mercedes Benz USA
Lior Arussy, Chief Executive Officer, Strativity Group, Author, Exceptionalize It!

F 2–2:45 PM

Will Your CEO Buy Your Pitch

Fernando Aguirre, Recent Chairman and Chief Executive Officer, Chiquita Brands International

NETWORKING REFRESHMENT BREAK 2:45–3 PM

G 3–3:45 PM

A Case Study in Customer Loyalty

Simon Bradley, Vice President Marketing North America, Virgin Atlantic

H 3:45–4:30 PM

Fireside Chat: How to Improve Customer Interactions Today and Tommorrow

John Bianchi, Vice President of National Customer Service, Verizon Wireless
Interviewed by
Heather Schultz, Vice President, Senn Delaney, former Chief Executive Officer, Tom Peters Group

I 4:30–5:15 PM

Interactive Best Practices Session: Successfully Connecting Employees to the Customer Experience

Gary Magenta, Senior Vice President Client Solutions, Root Inc.
Jodi Martin, Senior Manager, Field Human Resources, Disney Store, North America

NETWORKING RECEPTION 5:15–6:15 PM

Friday, March 22, 2013

CONTINENTAL BREAKFAST 8–8:30 AM

J 8:30-9:15 AM

Keynote: How to Engage Customers on the Internet and Mobile

Cavan Redmond, Chief Executive Officer, WebMD

K 9:15-10 AM

Case Study: Aligning the Entire Company Around the Customer

Laura Kane, Vice President Corporate Communications, Aflac

NETWORKING REFRESHMENT BREAK 10–10:30 AM

L 10:30–11:15 AM

Engaging Guests for Life

Lisa Holladay, Vice President, Brand Management and Guest Experience, The Ritz-Carlton Hotel Company, L.L.C.

M 11:15 AM–12:15 PM

Panel: Implementing a New Customer Experience Strategy

Ira Neimark, Former Chief Executive Officer, Bergdorf Goodman
Werner Domittner, Former Senior Vice President, Global Customer Marketing, Diageo
Mary Ann Fitzmaurice, Senior Vice President, American Express Open
Stewart Pearson, Chief Client Officer, Wunderman

N 12:15–1 PM

The Future of Customer Experience

Jeffrey Katz, Chief Executive Officer, Wize Commerce, Founding Chief Executive Officer, Orbitz, Former Chief Executive Officer, Leapfrog, Former Chief Executive Officer, Swissair

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