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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

It’s all about the customer. When you build a culture that puts the customer first, leverage new innovations to drive priceless customer journeys, dig deeper into customer data to discover what’s working and what isn’t—that’s when you become the brand they can’t live without. And the brand no competitor can touch.

So how do you do it? To truly create unforgettable experiences, you need to know what your consumers think, what they want, and what they’re saying about your service. Then, you can elevate their journey through a blend of innovative tech, strong employee engagement, and human empathy. Ready to get started?

At the 14th Annual Customer Experience Conference, you’ll learn about customer journeys firsthand from some of the nation’s leading customer engagement specialists. But you won’t just sit and take notes. You’ll engage, ask questions, and brainstorm with the speakers and your fellow attendees.

If you join our pre-conference workshop, you’ll even take to the streets to explore innovative customer service solutions up close. Join us on a curated tour of New York City, diving into experiences like augmented reality mobile shopping, experiential brand spaces, and physically interactive displays.

Perfect for CEOs, CMOs, CCOs, directors, or anyone in a customer-focused role, this event is sure to spark ideas, hit on solutions, and help you create extraordinary journeys for every customer—every time.

What

The 14th Annual Customer Experience Conference. A series of workshops, panels, and discussions focused on driving extraordinary customer journeys through data, culture, and innovation.

When

October 23 - 24, 2018.

Where

Westin Times Square, New York City.

Who

Customer experience experts from American Express, USAA, Lowe’s, Tiffany & Co., IBM, John Hancock Insurance, Carnival Corporation, and more will share insights for boosting customer engagement and creating customer journeys that are one in a million.

Join us for the customer expereince event of the year! Register now

LOCATION

Pre-Conference Location:
The Conference Board
845 Third Avenue (Between 51st and 52nd)
New York, NY 10022

Conference Location:
Westin New York at Times Square
270 West 43rd Street
New York, NY 10036

 

Please Note: Registrationf ees do not include hotel accommodations. 

SUPPORTING SPONSOR
InMoment - Customer Experience 2018 - Supporting S
AGENDA
OCTOBER 23 - 24, 2018
WESTIN NEW YORK AT TIMES SQUARE,NEW YORK, NY
October 23 - 24, 2018

It’s all about the customer. When you build a culture that puts the customer first, leverage new innovations to drive priceless customer journeys, dig deeper into customer data to discover what’s working and what isn’t—that’s when you become the brand they can’t live without. And the brand no competitor can touch.

So how do you do it? To truly create unforgettable experiences, you need to know what your consumers think, what they want, and what they’re saying about your service. Then, you can elevate their journey through a blend of innovative tech, strong employee engagement, and human empathy. Ready to get started?

At the 14th Annual Customer Experience Conference, you’ll learn about customer journeys firsthand from some of the nation’s leading customer engagement specialists. But you won’t just sit and take notes. You’ll engage, ask questions, and brainstorm with the speakers and your fellow attendees.

If you join our pre-conference workshop, you’ll even take to the streets to explore innovative customer service solutions up close. Join us on a curated tour of New York City, diving into experiences like augmented reality mobile shopping, experiential brand spaces, and physically interactive displays.

Perfect for CEOs, CMOs, CCOs, directors, or anyone in a customer-focused role, this event is sure to spark ideas, hit on solutions, and help you create extraordinary journeys for every customer—every time.

What

The 14th Annual Customer Experience Conference. A series of workshops, panels, and discussions focused on driving extraordinary customer journeys through data, culture, and innovation.

When

October 23 - 24, 2018.

Where

Westin Times Square, New York City.

Who

Customer experience experts from American Express, USAA, Lowe’s, Tiffany & Co., IBM, John Hancock Insurance, Carnival Corporation, and more will share insights for boosting customer engagement and creating customer journeys that are one in a million.

Join us for the customer expereince event of the year! Register now

Alix Barasch, Ph.D., Assistant Professor of Marketing, NYU Stern School of Business

Katherine Bell, Editor in Chief, Barron's

Daniel Bernard, SVP, Dow Jones Media Group

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

Sarah Boyd, Head of Strategy and Transformation, Ideal Health Consulting

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

Jaime Chambron, former Vice President, Customer Engagement, NTT DATA, Inc.

Christopher Chapman, Principal Quantitative Experience Researcher, Google

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

Erich Dietz, SVP, Worldwide Strategic Accounts, InMoment

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

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

Steven Gutentag, Co-Founder and Chief Executive Officer, Keeps

Christine Hill, Customer Experience Strategy and Measurement Leader, Eli Lilly and Company

Almar Latour, Publisher, Dow Jones Media Group

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

Bill Magee, Vice President, Customer Experience, Shaw Industries

Kathy McGettrick, Vice President, Market Insights and Client Advocacy Officer, IBM Corporation

Raakhee Mirchandani, Editor, 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

Stephan Paschalides, Founder of Cultural Insights, Now Plus One

Evan Reiss, Vice President, Client Advocacy, IBM Corporation

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

MaryLee Sachs, Program Director, Council for CMOs, The Conference Board

Daniel Sasu, Senior Director, Global 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

David Toothaker, Senior Vice President, Global Retail Partnerships, Nielsen

Graham Tutton, Vice President of Customer Experience, Comcast

Pre-Conference Workshops:

CX and AI: Truly understand your customers and build better interaction


October 22, 2018

Morning Workshop - 8:00 AM - 1:30 PM
Location: The Conference Board at 845 Third Ave, NY, NY (different from the main conference)

Through practitioner-led discussions, you will walk away with a more detailed understanding of how AI is leading to higher customer satisfaction, greater sales, and even more relevant customer feedback.

Hear from these 5 Leaders:

  1. Humana on The Evolved CX Playbook: Engineering Whole Experiences that Get Consumer Jobs Done
  2. Autodesk on Emotional Intelligence: Why Going Conversational Is A Key Component of Successful Automated Customer Engagement
  3. Google on AI and CX: Where are we now and where are we going
  4. Williamson-Dickie on AI and CX: Where are we now and where are we going
  5. Adobe on AI and Human Collaboration Enhancing the Creative Customer Experience

→ For more details, download the agenda.

SIGN UP: We recommend registering for this event along with the afternoon experience—Insight Immersion NYC: A Curated CX Tour. You may also sign up for just this event. 

CPE credit available

Insight Immersion NYC: A Curated CX Tour


October 22, 2018

Afternoon Experience - 2:00-5:00 PM 

Join a group of your peers on a curated tour through the vibrant streets of New York City to explore the intersection between technology and customer experience. You'll get to learn about current marketplace trends, discover buzz-worthy brand spaces, interact with savvy experts, participate in unexpected experiences and uncover valuable insights about how to better integrate technology with the human side of customer experience.

Our itinerary will include leading-edge destinations where we will explore the concept of customer experience from many angles.  Highlights include:

a mobile shopping augmented reality platform;

a wellness-centric approach to the built environment;

an experiential brand space focusing on parallel industry innovation;

and a range of physically-aware interactive retail displays.

Tour Leader: Stephan Paschalides; Founder, Now Plus One. 

→ For more details, download the agenda.

SIGN UP: We recommend registering for this event along with the morning workshop— CX and AI: Truly understand your customers and build better interaction.  You may also sign up for just this event.

__________________________________________________________________________________

 Earn Recertification Credits (Morning Workshop)

CPE logo

Earn up to 3.5 CPE credits
Marketing & Communication
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 Sponsor
InMoment - Customer Experience 2018 - Supporting S