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The 14th Annual Customer Experience Conference

The Data, Culture, and Innovation Driving Extraordinary Customer Journeys
OCTOBER 23 - 24, 2018 | WESTIN NEW YORK AT TIMES SQUARE | NEW YORK, NY

October 23 - 24, 2018

Effortless. Efficient. Inspiring. Customized. Community-building. Fun. Every day the customer, whether a consumer or a business, expects more in their experience with your organization, and expects it in every mode in which they interact: online, mobile, voice, IoT, VR, and in the “real world.”

To meet and exceed those expectations – to delight the customer over and over again – calls for:

  • constant innovation in data and feedback gathering, analytics, and use;
  • engaged and empowered employees who understand each step of the customer journey;
  • digital agility ready for today’s and tomorrow’s market disruptors;
  • social media communicators who create community;
  • design thinkers ready to co-create with the consumer;
  • and organization structure, strategy, and accountability that put the customer at the heart of everything your organization does.

Join us at the 14th Annual Customer Experience Conference, Oct. 23-24, 2018 at Westin Times Square in New York City, where we will draw from the challenges and learnings of Conference Board members and other global thought leaders to help companies place their customers’ desires and aspirations, wants and needs, actions and reactions at the center of everything they and their workforce do.

Who Should Attend?

The Customer Experience Conference is designed exclusively for those responsible for leading customer experience and satisfaction at leading companies. Titles have historically included:

  • Chief Experience Officer
  • Chief Marketing Officer
  • Chief Customer Officer

Heads, VPs, Directors and Managers of:

  • Customer Experience/CX Strategy
  • Customer Care
  • Marketing
  • Digital Experience
  • Organizational Design/Effectiveness
  • Client Management
  • Brand/Customer Loyalty
  • Communications/Social Media
  • Consumer Intelligence
  • Culture
  • Customer Analytics and Insights
  • Call and Contact Centers

Get Involved!

For speaker inquiries, contact joan.greco@conferenceboard.org.
For sponsorship opportunities, contact michael.felden@conferenceboard.org
For marketing partnerships, contact melissa.mianulli@conferenceboard.org

LOCATION

Please Note: Fees do not include hotel accommodations. Discounted rates are available by clicking here until 10/1/2018.

AGENDA
OCTOBER 23 - 24, 2018
WESTIN NEW YORK AT TIMES SQUARE,NEW YORK, NY
October 23 - 24, 2018

Effortless. Efficient. Inspiring. Customized. Community-building. Fun. Every day the customer, whether a consumer or a business, expects more in their experience with your organization, and expects it in every mode in which they interact: online, mobile, voice, IoT, VR, and in the “real world.”

To meet and exceed those expectations – to delight the customer over and over again – calls for:

  • constant innovation in data and feedback gathering, analytics, and use;
  • engaged and empowered employees who understand each step of the customer journey;
  • digital agility ready for today’s and tomorrow’s market disruptors;
  • social media communicators who create community;
  • design thinkers ready to co-create with the consumer;
  • and organization structure, strategy, and accountability that put the customer at the heart of everything your organization does.

Join us at the 14th Annual Customer Experience Conference, Oct. 23-24, 2018 at Westin Times Square in New York City, where we will draw from the challenges and learnings of Conference Board members and other global thought leaders to help companies place their customers’ desires and aspirations, wants and needs, actions and reactions at the center of everything they and their workforce do.

Who Should Attend?

The Customer Experience Conference is designed exclusively for those responsible for leading customer experience and satisfaction at leading companies. Titles have historically included:

  • Chief Experience Officer
  • Chief Marketing Officer
  • Chief Customer Officer

Heads, VPs, Directors and Managers of:

  • Customer Experience/CX Strategy
  • Customer Care
  • Marketing
  • Digital Experience
  • Organizational Design/Effectiveness
  • Client Management
  • Brand/Customer Loyalty
  • Communications/Social Media
  • Consumer Intelligence
  • Culture
  • Customer Analytics and Insights
  • Call and Contact Centers

Get Involved!

For speaker inquiries, contact joan.greco@conferenceboard.org.
For sponsorship opportunities, contact michael.felden@conferenceboard.org
For marketing partnerships, contact melissa.mianulli@conferenceboard.org

Kathryn Bell, Editor in Chief, Barron's

Jami Blake, Director, Voice of Customer, Tiffany & Co.

Sarah Boyd, Head of Strategy and Transformation, Ideal Health

Douglas Brand, Senior Director, Customer Experience, American Water Works Company

Katie Catlender, VP, Customer Experience Strategy & Operations, Blue Cross Blue Shield of Massachusetts

Ruth Crowley, Vice President Customer Experience Design, Lowe's

Cristina Gonzalez, Executive Director, Client Experience, Transformation & Change Leader, IBM

Dennis Goodman, Manager of Customer Experience Insights, Salt River Project

Thomas Grothues, Senior Vice President - Banking and Insurance Solutions, USAA

Almar Latour, Publisher, Dow Jones Media Group

Laura Lisowski Cox, CMO, Co-Founder, Oars and Alps

Raakhee Mirchandani, Editor in Chief, Moneyish

Richard Mumby, Chief Marketing Officer, Makespace

Aarthi Murali, Head of Client Experience, Commercial Banking, Chase

David Newson, Director, Experiences + Growth, B|O|S

John Padgett, Chief Experience and Innovation Officer, Carnival Corporation

Clayton Ruebensaal, SVP, Global Brand Management & Design, American Express

Mia Saini Duchnowski, CEO, Co-Founder, Oars and Alps

Daniel Sasu, Director, Customer Experience, Ingredion Incorporated

Dan Shar, General Manager, MarketWatch

Marc Silver, Executive Director, User Experience & Digital Strategy, Educational Testing Service

Brooks Tingle, President and Chief Executive Officer, John Hancock Insurance

Pre-Conference Workshop:

Empathetic AI: Enhancing the Human - AI Interaction for Customers and Employees


October 22, 2018

AI continues to make huge inroads across industries and functions. And, as we accumulate more data to seed AI programs, organizations are now able to leverage that data to take a more active role in Customer Experience.

AI networks have advanced enough to provide more empathetic responses and interactions with customers. This is leading to higher customer satisfaction, greater sales, and even more relevant customer feedback.

This highly focused, interactive workshop will explore the best uses for AI in the CX environment, where it is currently having the greatest success, and how it can take a larger role moving forward.

Following case study and panel presentations, attendees will have the opportunity break out into groups to discuss insights and solutions, with the goal of building a road map to address their own unique challenges, including:  

  1. What a fully functioning AI initiative looks like, and what can it expect to achieve
  2. How AI is being used to make better insights into your customers, and their wants
  3. How organizations are building empathetic relationship with their customers even though human interaction plays a smaller role
  4. How to develop training that ensures that human experience is memorably positive
  5. How to deploy AI in the most effective manner to enhance human interactions
  6. Why investment in AI is essential, and inevitable, as more customer engagement shifts online and through technology
  7. Why customer engagement tools should be viewed as an investment, not a cost

George Saffold, Director, Customer Experience, Williamson-Dickie
Tim Peter, Program Director, Digital Strategy and Enterprise Digital Transformation, The Conference Board