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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

Pre-Conference Workshop:

The Human-Digital Connection: Why AI is Essential to Delivering Truly Immersive Customer Experiences


October 22, 2018

How to deploy AI to better understand customers and build better interaction

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.


AGENDA

8:00 AM Seminar Registration/Breakfast
9:00-9:15 AM Welcome and Introduction

9:15-10:00 AM Myths and Realities of AI and CX: Advancing EQ and real time VOC

There is no doubt that technology is changing how customer experience operates and will continue to do so for the foreseeable future. In this session, we will explore how Humana has integrated AI into their larger CX initiatives and discuss how the transformation has led to improvements across a mix of measurements.

• Understand how programs are analyzing conversational dynamics and “honest signals” in human voices to signal to agents when empathetic responses are required
• Learn how real time VOC feedback allows agents to course correct immediately, driving higher brand attachment and improved NPS metrics
• Gain insight into how AI is lower escalations, building more emotionally connected customers
• How to develop training that ensures that human experience is memorably positive
• How to deploy AI in the most effective manner to enhance human interactions
• Understand how and why AI is allowing agents to improve their rhythm with callers and helps balance technology with creativity

Geeta Wilson, Vice President, Consumer Experience – Enterprise Transformation, Humana

10:00-10:30 AM Networking Break

10:30-11:15 AM Why AI is the new UI, and how it can transform the Customer Journey

Massive investments are being made in Artificial Intelligence to transform how brands engage with their customers. Artificial Intelligence makes companies more productive and customer-oriented, offers become more individualized, services become more personal, sales processes become simpler.

One of the industries taking advantage of this is travel, where companies are leveraging the power of AI to reduce friction across the entire customer journey, from dreaming and planning to in-trip experiences.

Join us for a discussion of how AI is truly transforming customer journeys, including:

• Where we see AI having the greatest potential
• How to leverage the AI applications have already proven to show the greatest success
• Gain first hand insight into how you can address the challenges and pitfalls of deploying AI in your CX program

Noreen Henry, CEO, WayBlazer

11:15 AM-12:15 PM Panel Discussion: AI and CX: Where are we now and where are we going

Technology continues to infiltrate all areas of an organization. And while customer experience professionals have been leveraging data for quite some time, AI offers huge improvements into how to improve the customer experience, engagement, and business growth.

Join our panelist as we discuss some of the best current uses of AI and CX, where they see new initiatives taking hold, and what they see for the future.
• What are the myths and realities of AI from a CX perspective?
• Understand how AI exponentially adds to data sets, and provides even more information that can improve CX
• Can we operationalize empathy to better develop trust?
• Learn how top organizations effectively manage their data, and leverage it to improve customer insights
• Hear how some technological spend has translated into higher efficiency gains that has led to a measurable – and favorable – ROI
• Understand how CX departments can deploy AI more strategically, and yield better long-term business results as it delivers value to customers

George Saffold, Director, Customer Experience, Williamson-Dickie

Tim Peter, Program Director, Digital Strategy and Enterprise Digital Transformation, The Conference Board

Eric Obenzinger, Global Client Partner - Travel, Google 

12:15-12:45 PM Lunch

12:45-1:30 PM AI and Human Collaboration Enhancing the Creative Customer Experience

Technology-driven innovation is ushering in game-changing creative content with artificial intelligence (AI) and machine learning (ML). Brands, marketers and creative agencies that integrate unified AI, bots and machine learning technologies will not only have a competitive advantage in what they innovate, but how they innovate.

Adobe’s Chris Duffey will pull back the curtain on AI and show some real-world examples of how AI can amplify human creativity and intelligence — from enabling more empathy to creating, delivering and optimizing immersive customer experiences.

Attendees will learn:

  • How humans and machines can to leverage AI for efficiency and creativity to design, deliver and optimize personalized customer experiences
  • How AI is being used to address content velocity and derive stronger customer insights, including anticipating their wants and desires
  • Why AI/ML and human integration will “smart-ify” digital experiences and customer engagement with contextual personalization
  • Why investing in AI is essential, and inevitable, as more customer engagement shifts online

Chris Duffey, AI Business Development and Strategic Development Manager, Creative Cloud Adobe

2:00-5:00 PM Insight Immersion Field Trip: NYC  

Join this imaginative curated ethnographic journey that will take you into the vibrant streets of New York City to explore current marketplace trends, discover buzz-worthy brand spaces, interact with savvy experts, participate in unexpected experiences and uncover valuable insights that will benefit your business.

During this afternoon session we will explore the concept of Customer Experience from many angles, learning from brands that have mastered the art of consumer seduction, examining expectations in terms of customer value, understanding the importance of customer feedback and finding out about new technologies that are changing the norm in consumer relationships.

Expect to participate in experiences that will enhance your understanding of consumer culture, but also surprise and delight you.


 

Earn Credits

CPE logo

Earn up to 3.5 CPE credits
Communications & 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

LOCATION

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

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

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

Earn Credits

CPE logo

Earn up to 10.5 CPE credits
Communications & 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

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

Jaime Chambron, Former Vice President, Customer Engagement, NTT DATA

Christopher Chapman, Principal Quantitative Experience Resear, Google

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

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

Demetri Karagas, Co-Founder, Keeps

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

Evan Reiss, Vice President, Client Advocacy, IBM 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:

The Human-Digital Connection: Why AI is Essential to Delivering Truly Immersive Customer Experiences


October 22, 2018

How to deploy AI to better understand customers and build better interaction

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.


AGENDA

8:00 AM Seminar Registration/Breakfast
9:00-9:15 AM Welcome and Introduction

9:15-10:00 AM Myths and Realities of AI and CX: Advancing EQ and real time VOC

There is no doubt that technology is changing how customer experience operates and will continue to do so for the foreseeable future. In this session, we will explore how Humana has integrated AI into their larger CX initiatives and discuss how the transformation has led to improvements across a mix of measurements.

• Understand how programs are analyzing conversational dynamics and “honest signals” in human voices to signal to agents when empathetic responses are required
• Learn how real time VOC feedback allows agents to course correct immediately, driving higher brand attachment and improved NPS metrics
• Gain insight into how AI is lower escalations, building more emotionally connected customers
• How to develop training that ensures that human experience is memorably positive
• How to deploy AI in the most effective manner to enhance human interactions
• Understand how and why AI is allowing agents to improve their rhythm with callers and helps balance technology with creativity

Geeta Wilson, Vice President, Consumer Experience – Enterprise Transformation, Humana

10:00-10:30 AM Networking Break

10:30-11:15 AM Why AI is the new UI, and how it can transform the Customer Journey

Massive investments are being made in Artificial Intelligence to transform how brands engage with their customers. Artificial Intelligence makes companies more productive and customer-oriented, offers become more individualized, services become more personal, sales processes become simpler.

One of the industries taking advantage of this is travel, where companies are leveraging the power of AI to reduce friction across the entire customer journey, from dreaming and planning to in-trip experiences.

Join us for a discussion of how AI is truly transforming customer journeys, including:

• Where we see AI having the greatest potential
• How to leverage the AI applications have already proven to show the greatest success
• Gain first hand insight into how you can address the challenges and pitfalls of deploying AI in your CX program

Noreen Henry, CEO, WayBlazer

11:15 AM-12:15 PM Panel Discussion: AI and CX: Where are we now and where are we going

Technology continues to infiltrate all areas of an organization. And while customer experience professionals have been leveraging data for quite some time, AI offers huge improvements into how to improve the customer experience, engagement, and business growth.

Join our panelist as we discuss some of the best current uses of AI and CX, where they see new initiatives taking hold, and what they see for the future.
• What are the myths and realities of AI from a CX perspective?
• Understand how AI exponentially adds to data sets, and provides even more information that can improve CX
• Can we operationalize empathy to better develop trust?
• Learn how top organizations effectively manage their data, and leverage it to improve customer insights
• Hear how some technological spend has translated into higher efficiency gains that has led to a measurable – and favorable – ROI
• Understand how CX departments can deploy AI more strategically, and yield better long-term business results as it delivers value to customers

George Saffold, Director, Customer Experience, Williamson-Dickie

Tim Peter, Program Director, Digital Strategy and Enterprise Digital Transformation, The Conference Board

Eric Obenzinger, Global Client Partner - Travel, Google 

12:15-12:45 PM Lunch

12:45-1:30 PM AI and Human Collaboration Enhancing the Creative Customer Experience

Technology-driven innovation is ushering in game-changing creative content with artificial intelligence (AI) and machine learning (ML). Brands, marketers and creative agencies that integrate unified AI, bots and machine learning technologies will not only have a competitive advantage in what they innovate, but how they innovate.

Adobe’s Chris Duffey will pull back the curtain on AI and show some real-world examples of how AI can amplify human creativity and intelligence — from enabling more empathy to creating, delivering and optimizing immersive customer experiences.

Attendees will learn:

  • How humans and machines can to leverage AI for efficiency and creativity to design, deliver and optimize personalized customer experiences
  • How AI is being used to address content velocity and derive stronger customer insights, including anticipating their wants and desires
  • Why AI/ML and human integration will “smart-ify” digital experiences and customer engagement with contextual personalization
  • Why investing in AI is essential, and inevitable, as more customer engagement shifts online

Chris Duffey, AI Business Development and Strategic Development Manager, Creative Cloud Adobe

2:00-5:00 PM Insight Immersion Field Trip: NYC  

Join this imaginative curated ethnographic journey that will take you into the vibrant streets of New York City to explore current marketplace trends, discover buzz-worthy brand spaces, interact with savvy experts, participate in unexpected experiences and uncover valuable insights that will benefit your business.

During this afternoon session we will explore the concept of Customer Experience from many angles, learning from brands that have mastered the art of consumer seduction, examining expectations in terms of customer value, understanding the importance of customer feedback and finding out about new technologies that are changing the norm in consumer relationships.

Expect to participate in experiences that will enhance your understanding of consumer culture, but also surprise and delight you.


 

Earn Credits

CPE logo

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