23 March, 2016  — Pre-Conference Seminar: Creating Exceptional Customer Experience Through Design Thinking
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23 - 24 March, 2016  — The 12th Annual Customer Experience Conference
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23 - 24 March, 2016

CLICK HERE FOR INFORMATION ON OUR 2017 EVENT.

Featuring CX leaders from a wide range of organizations this event offers a comprehensive guide to how you can grow your business through improving the experience you deliver to your customers.

You will hear from established industry leaders GE, IBM, Corning and Cisco, award winning traditional retailer Ace Hardware, major financial institutions TD Bank, BMO Harris and Lincoln Financial, luxury hotel chain Ritz Carlton, major social media companies Twitter and LinkedIn. You’ll also hear from emerging startups whose redefinition of customer experience might well be the start of disruption in your industry.

This blend of B2B and B2C, of the traditional and the emerging, of bricks and mortar and on line, of experiences from the C-Suite to the front line, will offer you insight into new ideas and new approaches that will elevate your CX strategy.

Among the sessions you won’t want to miss are:

• A panel featuring leading NYC startups in finance, grocery and recruitment that are revolutionizing customer experience
• Extensive discussion of the secrets of great on line experience from on line pioneers Shopify and Shinola
• How to tailor experiences to capture the millennial market based on the latest research from JD Power
• Lessons in how to create a great employee culture that drives customer experience from IBM, GE, Ace Hardware and others
• An in depth introduction to design thinking that will help you build customer experience into your product or service from the get go.
• A fresh perspective on customer experience from the Cleveland Clinic


 Curious Who Joined Us Last Year? Companies Included:

ADP Aetna Inc. Air Canada American Express
AutoZone Blue Cross Blue Shield Cisco Dell
DIRECTV Discover Card DuPont Eli Lilly
Farmers Insurance FedEx Freddie Mac Hallmark Cards
Hilton Worldwide Interbrand J.D. Power and Associates John Deere Financial
Johnson & Johnson JPMorgan Chase & Co. Kia Motors America

Liberty Mutual Group

Michelin North America Morgan Stanley Nationwide Insurance New York Life
Overstock.com Panasonic Pitney Bowes Inc. Raymour & Flanigan Furniture
Royal Caribbean International SAP Sony Sprint
The Ritz-Carlton Hotel Company The Walt Disney Company Tiffany & Co. Verizon

 

Earn up to 12 CPE credits in Marketing
Requirements: Attendees must sign-in each day for full credit.
Delivery Method: Group-Live, Program Level: Intermediate,
Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

Supporting Sponsors
Strativity - Customer Experience 2016 - Supporting
Root - Customer Experience 2016 - Supporting Spons
UP! Your Service - Customer Experience 2016 - Supp
Associate Sponsor
J.D. Power - 2016 Customer Experience Conference -
Appirio - Customer Experience 2016 - Associate Spo
VHT - Customer Experience 2016 - Associate Sponsor
Exhibition Sponsor
InMoment - Customer Experience 2016 - Exhibition
Marketing Partner
CRMXchange
Crowd Review
AGENDA
23 - 24 MARCH, 2016
NEW YORK MARRIOTT DOWNTOWN,NEW YORK, NY
23 March, 2016

As the field of customer experience has become more competitive and customer expectations have increased so businesses have looked for new ways to craft great experiences.  One of the most productive of these approaches is “Design Thinking” that adapts principles long applied in the field of design to business challenges.

As organizations have recognized they need to go beyond merely providing great customer service to build instead an emotional attachment in their customers so design thinking has come into its own.  It offers a way of approaching customer experience that offers complete immersion in the brand – it is a transformative practice that offers users new insights and tools that will allow you to better compete not just for your customers’ attention but for their participation and commitment.

This intense interactive session will prove a valuable introduction to design thinking to those new to the area and offer practical fresh insights to those already seeing results from their design thinking initiatives. 

Among the issues explored will be how to:

  • Take the concept of design thinking and make it a reality in the context of your company, product or service
  • Use design to identify and fix weaknesses in your current customer journey maps
  • Carry out and apply research to create great customer experiences
  • Link the employee and customer experiences
  • Build a common foundation of empathy between your organization and your customer
  • Uncover unspoken customer needs that an drive growth in your business
  • Build the business case for customer experiences
  • Use rapid prototyping and co-creation to test timely solutions and dedicate resources to those proven to succeed

Speakers:
Michelle Jacobs, Co-Head, New York, Idea Couture
Nicholas Partridge, Co-Head, New York, Idea Couture

 

Earn up to 3.5 CPE credits in Marketing
Requirements: Attendees must sign-in each day for full credit.
Delivery Method: Group-Live, Program Level: Intermediate,
Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

23 - 24 March, 2016

CLICK HERE FOR INFORMATION ON OUR 2017 EVENT.

Featuring CX leaders from a wide range of organizations this event offers a comprehensive guide to how you can grow your business through improving the experience you deliver to your customers.

You will hear from established industry leaders GE, IBM, Corning and Cisco, award winning traditional retailer Ace Hardware, major financial institutions TD Bank, BMO Harris and Lincoln Financial, luxury hotel chain Ritz Carlton, major social media companies Twitter and LinkedIn. You’ll also hear from emerging startups whose redefinition of customer experience might well be the start of disruption in your industry.

This blend of B2B and B2C, of the traditional and the emerging, of bricks and mortar and on line, of experiences from the C-Suite to the front line, will offer you insight into new ideas and new approaches that will elevate your CX strategy.

Among the sessions you won’t want to miss are:

• A panel featuring leading NYC startups in finance, grocery and recruitment that are revolutionizing customer experience
• Extensive discussion of the secrets of great on line experience from on line pioneers Shopify and Shinola
• How to tailor experiences to capture the millennial market based on the latest research from JD Power
• Lessons in how to create a great employee culture that drives customer experience from IBM, GE, Ace Hardware and others
• An in depth introduction to design thinking that will help you build customer experience into your product or service from the get go.
• A fresh perspective on customer experience from the Cleveland Clinic


 Curious Who Joined Us Last Year? Companies Included:

ADP Aetna Inc. Air Canada American Express
AutoZone Blue Cross Blue Shield Cisco Dell
DIRECTV Discover Card DuPont Eli Lilly
Farmers Insurance FedEx Freddie Mac Hallmark Cards
Hilton Worldwide Interbrand J.D. Power and Associates John Deere Financial
Johnson & Johnson JPMorgan Chase & Co. Kia Motors America

Liberty Mutual Group

Michelin North America Morgan Stanley Nationwide Insurance New York Life
Overstock.com Panasonic Pitney Bowes Inc. Raymour & Flanigan Furniture
Royal Caribbean International SAP Sony Sprint
The Ritz-Carlton Hotel Company The Walt Disney Company Tiffany & Co. Verizon

 

Earn up to 12 CPE credits in Marketing
Requirements: Attendees must sign-in each day for full credit.
Delivery Method: Group-Live, Program Level: Intermediate,
Prerequisites: Bachelor’s degree or higher, Advanced Preparation: None

Scheduled Speakers 23 - 24 March, 2016

Scheduled Speakers 23 - 24 March, 2016
  • John Venhuizen, President and CEO, Ace Hardware
  • Jacques Panis, President, Shinola
  • Linda Verba, EVP and Head of Service Strategy, TD Bank
  • Scott Shute, Global VP Customer Success, LinkedIn
  • David Swiggum, Vice President, Client & Sales Support Transformation & Operations, IBM Corporation
  • Mitzi M. Gaskins, VP, Luxury Brand Management & Guest Experience, The Ritz-Carlton
  • Karen E. Mangia CCXP, Sr. Director, Insight Innovation & Diversity Business Practices, Cisco
  • Mark English, Vice President, North America Service, STERIS Corporation
  • Jeff Lesser, Product Marketer, Twitter
  • Ned Kumar, Digital Strategist, FedEx Services
  • Lynsey Thornton, Director - UX Research, Shopify
  • Richard Crump, Director, Customer Experience, Lincoln Financial
  • Lisa Burns, Director, Corporate Marketing & Branding Corning Incorporated
  • Eric Rehl, Director of Digital Marketing, Rockwell Automation
  • Rich Braaten, Global Faculty Director, Customer Leadership Education GE Crotonville
  • Bruce Snell, Strategic Advisor, Security and Privacy, Intel Security
  • Kelly Harper, Director Customer Experience Learning, BMO Harris Bank
  • Amy Greene, Chaplain, The Cleveland Clinic
  • Frida Polli, Founder and CEO, pymetrics
  • Benzi Ronan, Founder and CEO, Farmigo
  • Anthony Schrauth, Chief Product Officer, Betterment
  • Lior Arussy, President, Strativity Group
  • Ashley Stepien, Director of Product Management - CX, Appirio
  • Ron Kaufman, Chairman, UP! Your Service, New York Times bestselling author, Uplifting Service
  • Michelle Jacobs, Co-Head, New York, Idea Couture
  • Nicholas Partridge, Co-Head, New York, Idea Couture
  • Helen Clarkson, Director, Forum for the Future US
  • John Brewer, Program Director, The Conference Board
  • Jay Meyers, Ph.D., Vice President, Analytical Center of Excellence Division, J.D. Power
  • Chad Hendren, Director of New Technology, VHT
  • Ross Murdock, Director of Solution Innovation, VHT
  • Krista McDonald, VP of Strategy and Innovation, Farm Credit Services of America
  • Phil Hamburg, Executive Managing Director, Root Inc
  • Kelly Harper, Director Customer Experience Learning, BMO Harris Bank
  • Andy Lin, Vice President, Digital, Appirio
Supporting Sponsors
Strativity - Customer Experience 2016 - Supporting
Root - Customer Experience 2016 - Supporting Spons
UP! Your Service - Customer Experience 2016 - Supp
Associate Sponsor
J.D. Power - 2016 Customer Experience Conference -
Appirio - Customer Experience 2016 - Associate Spo
VHT - Customer Experience 2016 - Associate Sponsor
Exhibition Sponsor
InMoment - Customer Experience 2016 - Exhibition
Marketing Partner
CRMXchange
Crowd Review