Customer Experience Conference

We are actively developing the agenda for The 2014 Customer Experience Conference. Information will become available in the near future.
MARCH 27 - 28, 2014 | RITZ CARLTON | NEW YORK, NY

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

Mr. Wayne Peacock, Executive Vice President, Enterprise Strategy and Marketing, USAA

Mr. John Carroll, Global Head, Clients , Ipsos Loyalty

Mr. Paul Spiegelman, Chief Culture Officer , The Beryl Companies

Ms. Teresa Laraba, Senior Vice President, Customer Services , Southwest Airlines Co.

Mr. Lior Arussy, President, Strativity Group, Inc.

Mr. Tom Mendoza, Vice Chairman , NetApp

Ms. Kimberly Rath, Chairman , Talent Plus, Inc.

Dr. James Merlino, President, Chief Medical Officer, Strategic Consulting, Press Ganey Associates, Inc.

Mr. Michael Weinstock, Group Vice President , M&T Bank Corporation

Mr. Gary Magenta, Chief Change Architect, Root Inc.

Ms. Marianne Scaffidi, Director, Learning and Development , Swarovski North America Ltd.

Mr. Rob Siefker, Senior Director, Customer Loyalty Team , Zappos Retail

Mr. Savio Chan, US China Partners, U.S. China Partners, Inc.

Mr. David Hsiao, Google Data Center End to End Quality, Google

Mr. David Blair, Director of Customer Experience, Rockwell Automation

Mr. Don Bland, Retired ,

Ms. Trish Wheaton, Managing Partner , Y&R

Mr. Chad Mitchell, Senior Director Digital Communications, Wal-Mart Stores, Inc.

Ms. Michele Barlow, Executive Vice President, Enterprise Marketing, Bank of America

Ms. Stacie Pallotta, Director, Office of Patient Experience , Cleveland Clinic

Ms. Ginger Conlon, Editor-in-Chief , Direct Marketing News

Mr. Blair Skramstad, Director, Strategic Marketing , John Deere Financial

Mr. James Cerruti, Senior Partner Strategy , BrandLogic

Mr. Stephen Schoffstall, Chief Marketing Officer , Legrand North America

Mr. John Carroll, Global Head, Clients , Ipsos Loyalty

LOCATION
Hotel Information
Due to the popularity of the Customer Experience Conference, the group room block has already sold out at the Ritz-Carlton New York, Battery Park. We have secured an additional room block at the Marriott Downtown hotel, which is about a 10 minute walk up the street from the Ritz. The Marriott Downtown is located at 85 West Street at Albany Street, New York, NY 10006. To make reservations, please call 877-303-0104 and reference both the Marriott Downtown as well as “Customer Experience Conference.” You can also make reservations by clicking here. Rates are $329/night (single/double), excluding taxes. The cut-off date for group reservations at the Marriott is Monday, March 10, 2014. Rooms will no longer be available at the group rate after this date.
SPONSORED BY
Ipsos
Brandlogic
Root
Strativity
MARCH 27 - 28, 2014
RITZ CARLTON
March 27 - 28, 2014

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

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.

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

Mr. Wayne Peacock, Executive Vice President, Enterprise Strategy and Marketing, USAA

Mr. John Carroll, Global Head, Clients , Ipsos Loyalty

Mr. Paul Spiegelman, Chief Culture Officer , The Beryl Companies

Ms. Teresa Laraba, Senior Vice President, Customer Services , Southwest Airlines Co.

Mr. Lior Arussy, President, Strativity Group, Inc.

Mr. Tom Mendoza, Vice Chairman , NetApp

Ms. Kimberly Rath, Chairman , Talent Plus, Inc.

Dr. James Merlino, President, Chief Medical Officer, Strategic Consulting, Press Ganey Associates, Inc.

Mr. Michael Weinstock, Group Vice President , M&T Bank Corporation

Mr. Gary Magenta, Chief Change Architect, Root Inc.

Ms. Marianne Scaffidi, Director, Learning and Development , Swarovski North America Ltd.

Mr. Rob Siefker, Senior Director, Customer Loyalty Team , Zappos Retail

Mr. Savio Chan, US China Partners, U.S. China Partners, Inc.

Mr. David Hsiao, Google Data Center End to End Quality, Google

Mr. David Blair, Director of Customer Experience, Rockwell Automation

Mr. Don Bland, Retired ,

Ms. Trish Wheaton, Managing Partner , Y&R

Mr. Chad Mitchell, Senior Director Digital Communications, Wal-Mart Stores, Inc.

Ms. Michele Barlow, Executive Vice President, Enterprise Marketing, Bank of America

Ms. Stacie Pallotta, Director, Office of Patient Experience , Cleveland Clinic

Ms. Ginger Conlon, Editor-in-Chief , Direct Marketing News

Mr. Blair Skramstad, Director, Strategic Marketing , John Deere Financial

Mr. James Cerruti, Senior Partner Strategy , BrandLogic

Mr. Stephen Schoffstall, Chief Marketing Officer , Legrand North America

Mr. John Carroll, Global Head, Clients , Ipsos Loyalty

Pre-Conference Workshops:

Take the 7 Point Stress Test for Your Customer Experience Strategy

Take the 7 Point Stress Test for Your Customer Experience Strategy – An Active Learning Workshop for Leaders

New to customer experience?  Or already on your journey and need to know what to do next?  Maybe you are just worried that you are not doing enough in Big Data, Social, Local, Mobile and a plethora of other new customer experience realms?

In this hands-on action planning session you will stress test your 2014 customer experience plans and gain confidence you are going the right direction. Together, we will:

  • Expose gaps and new opportunities in your current customer experience efforts
  • Ensure your plans include sufficient experimentation in leading edge techniques and tools
  • Develop a revised plan that incorporates proven practices shown to improve customer experience results

Throughout the workshop, you will have a chance to network with and learn from other customer experience leaders. By the end of the sessions, you will have an improved plan and be fully ready to gain the greatest value from the remainder of the conference.  Join us to take the stress out of your customer experience efforts!

John Carroll, Global Head of Clients, Ipsos Loyalty

 

 

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.

March 26, 2014
12:00 AM - 12:00 AM

Sponsored by
Ipsos
Brandlogic
Root
Strativity