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Ultimate CX

See the Future of Customer Experience
OCTOBER 23 - 24, 2019 | VDARA HOTEL | LAS VEGAS, NV

LOCATION

Vdara Hotel
2600 W Harmon Ave, Las Vegas, NV 89158
Phone: (866) 745-7767

Please Note: Fees do not include hotel accommodations. Click here for reserved rates good through August.

OUR MISSION

All proceeds support The Conference Board's educational, scientific, and not-for-profit mission.

SUPPORTING SPONSOR
Root - Supporting Sponsor - CX2019
EXHIBITION SPONSOR
mimacom - Ultimate CX 2019 - Exhibition Sponsor
AGENDA
OCTOBER 23 - 24, 2019
VDARA HOTEL

October 22, 2019

About the Event:

Your customers’ needs, desires, and expectations are never going to stop changing. So, you can’t either! Creating a culture of change – where your teams embrace “what’s next” with agility, flexibility, and speed – powers your ability to stay on top.

You’ll work with a team of your peers, led by your own change coach, to solve a CX case study in a simulated experience. Your team will compete to solve a real-life CX challenge! Using storytelling, discussion, and simulation, you’ll explore the why, what, and how of a customer-centric culture:

  • Why – An overview of the trends that make it essential to disrupt your organization’s CX, and the change mindset that the disruption requires
  • What – Capture the hearts and minds of your people to transform culture and create champions of customer-centric change
  • How – Interactive exercises to show how to put these tools to work immediately

Come away with a roadmap to reinvent the employee experience in your organization and spark the change mindset needed to create a true customer-centric culture.


Pre-Conference Agenda

Creating the Change Mindset for a Customer-Centric Culture

8 - 9:00 am
Registration and Breakfast

9:00 – 9:15 am
Welcome and Introductions

Joan Greco,
Program Director, The Conference Board
Gary Magenta,
Chief Change Architect & SVP, Root Inc.

9:15 – 10:30 am

Keynote – Change Starts Here: A Disruptive Approach to CX Change

Customer expectations are evolving at breakneck speed – are you? According to Forbes, 80% of companies believe they’re delivering a differentiated CX, yet only 8% of customers agree. How can this be?

Determine whether your business has what it takes to keep up with today’s rapidly changing customer experience. You’ll discover the three steps to bring your CX strategy to life and sustain that change.

Gary Magenta, SVP and Chief Change Architect, Root Inc.

10:30 – 11:00 am
Break

11:00 - 11:10 am

Case Study – Delivering a Differentiated CX

 

11:10 - 11:40 am

The Wall of Reality – Defining the Current State and Future State of Your CX

Defining and delivering your future CX means involving everyone – yes, everyone – from your front line to your managers to the leadership team. Your managers and frontline employees bring your CX experience to life through every action and interaction they have with one another and with your customers. It takes courage to unearth and hear the "unspoken" and sometimes brutal issues that might be standing in your way of delivering that experience.

Using humor and honesty, this activity will put all the previously unmentionable issues on the table to ensure you have a realistic assessment of the current CX and a clear picture of the future. Join your team to build a wall of current realities and have a meaningful conversation to define your future CX.

Change Coaches:
Colby Fordham, Director of Strategic Growth, Root Inc.
Gary Magenta, Chief Change Architect & SVP, Root Inc.
Heather Lee, Managing Director, Root Inc.

CX Concept Artist:
JJ Pastore, Senior Concept Artist, Root Inc.
Chad-Michael Simon
, Senior Concept Artist, Root Inc.

11:40 am - 12 pm

Debrief

Moderated by Colby Fordham, Director of Strategic Growth, Root Inc.

12 – 1 pm
Lunch

1– 2:40 pm

Build an Organizational Movement

You can’t just send an email announcing a new CX strategy; it simply doesn’t work. And a PowerPoint deck or a series of town hall meetings isn’t enough to create an organizational movement. Engaging the next-level leaders to champion and encourage a movement is essential for change. It’s something organizations intuitively understand but fail to put into practice.

It’s time to get everyone in the game and inspire a change movement through storytelling. Work with your concept artist to illustrate your CX vision.

Change Coaches:
Colby Fordham, Director of Strategic Growth, Root Inc.
Gary Magenta, Chief Change Architect & SVP, Root Inc.
Matt Metzger, CX Senior Consultant, Root Inc.

CX Concept Artist:
JJ Pastore, Senior Concept Artist, Root Inc.

2:40 - 3 pm

Debrief

Moderated by Colby Fordham, Director of Strategic Growth, Root Inc.

3 - 3:30 pm
Break
 
3:30 - 4:20 pm
Create Lasting Change

Change is never done.
 
Sustaining your CX change movement is the most challenging part of any strategy. Managers are the catalyst or the bottleneck in leading and sustaining your CX effort. You must build new skills – for both them and the front line – that turn new activities into habits and accelerate your efforts.
 
Don’t assume your strategy will stick. Measure how well your people are adopting the CX change and pinpoint what needs to happen next to keep the momentum going.

Change Coaches:
Colby Fordham, Director of Strategic Growth, Root Inc.
Gary Magenta, Chief Change Architect & SVP, Root Inc.
Matt Metzger, CX Senior Consultant, Root Inc.

CX Concept Artist:
JJ Pastore, Senior Concept Artist, Root Inc.

4:20 - 4:50 pm

Debrief

Moderated by Colby Fordham, Director of Strategic Growth, Root Inc.

4:50 - 5 pm
Closing Remarks

Joan Greco,
Program Director, The Conference Board
Gary Magenta,
Chief Change Architect & SVP, Root Inc.


Sponsored by:

Root - Supporting Sponsor - CX2019

Earn Recertification Credits

CPE logo

Earn up to 7.5 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

 

October 23 - 24, 2019

When the customer – whether a consumer or a business –  expects an effortless, customized, human-centric yet always-connected experience as the norm, CX must be at the beating heart of every part of the enterprise.  Customer-centricity must shape culture, employee engagement, and leadership development; it must drive innovation, metrics, and digital transformation; and be heard loud and clear in the brand message. And it must be more than a “fix” or a year-long initiative – its vision must extend into long-range plans.

At Ultimate CX, taking place Oct. 23-24, 2019 at Vdara Hotel, Las Vegas, we will draw from the insights of industry-leading Conference Board members and other global CX innovators to help companies place their customers’ desires and voice at the center of everything they do. Plus, we will visit Zappos HQ and learn first-hand what it takes to build a culture and structure that delivers a “wow” customer experience every time.

Benefits of Attending:

  • See Across Sectors – Conference Board leaders and Conference speakers span a huge variety of sectors in B2C and B2B. See your challenges and opportunities from completely different perspectives.
  • Engage, Interact, Network – Your voice is heard even before the conference begins, with participant surveys in which you help shape the content. At the Conference, experience focused idea exchanges, small group discussions, intensive workshops and a multitude of opportunities to network with and learn from your peers.
  • Go Deep – Take back detailed case studies, actionable strategies and cutting-edge techniques.
  • Be in the Rooms Where It Happens – Experience first-hand at Zappos HQ how a customer-obsessed culture is built from the ground up.

Key Takeaways:

Take away actionable insights from industry leaders on:

  • Culture – Leadership development, executive sponsorship, employee engagement and empowerment around the customer journey; building a culture with the customer experience at its core
  • Data/Metrics – Including marshalling and gaining insights from customer data across channels; hearing the voice of the customer without surveys, including through unconscious behavior
  • Innovation, Disruption, and CX Design – Transformational and disruptive CX innovations in technology and in business models; CX design for the next decade and for new generations

Earn Recertification Credits

CPE logo

Earn up to 9 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 sponsorship opportunities, contact michael.felden@conferenceboard.org.
For marketing partnerships, contact melissa.mianulli@conferenceboard.org.
For speaking inquiries, contact joan.greco@conferenceboard.org

Scott Bajtos, Chief Customer Officer, VMware

Simon Benarroch, VP, Global Marketing Analytics, Visa

Greg Chase, Former VP of Guest Strategy & Insights, MGM Resorts International

Monica Dreger, Vice President, Head of Global Consumer Insights, Mattel

Tyler Forbes Cook, Vice President of Product Management, Overstock

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

Robert Hackl, Senior Vice President, Handset Leasing and Insurance, Sprint

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

Cari Jacobs, Chief Marketing Officer, Unison

Lori Laflin, Customer Experience Business Relationship Manager, Cargill

Andy Lisk, Senior Director, Global Customer Experience, eBay, Inc.

Paul Long, Vice President, Enterprise Customer Experience Strategy, UnitedHealth Group Inc.

Joshua Lory, Senior Director, Product Marketing, VMware, Inc.

Lisa Love, Director, Guest Research and Insights, Alaska Air Group, Inc.

Lakshmi Madabhushi, Nielsen Neuro NA & EU Business Lead, Nielsen

Gary Magenta, Senior Vice President and Chief Change Architect, Root Inc.

Chris Paddock, Director, User Experience, Cherwell Software

Abigail Posner, Director of Strategy, Google's Brand Unit, Google

Sumair Sayani, Advisor, Eiryam Inc.

Rob Siefker, Senior Director of Customer Service, Zappos

Carmen Smith, Vice President Creative Development, Walt Disney Imagineering

Lilian Tomovich, Chief Exerience & Marketing Officer, MGM Resorts International

Supporting Sponsor
Root - Supporting Sponsor - CX2019
Exhibition Sponsor
mimacom - Ultimate CX 2019 - Exhibition Sponsor