Forrester Research : Agenda : Outside In: A Forum For Customer Experience Professionals EMEA

Outside In: A Forum For Customer Experience Professionals EMEA

The Power Of Putting Customers At The Center Of Your Business

Tuesday, November 06, 2012 - Wednesday, November 07, 2012London

Track Description

Years of research on customer experience tells us that organizational structures and reporting relationships alone can't solve customer experience issues. Instead, culture has the single biggest potentiall to drive customer experience transformation. This track will debae why it is crucial for customer-obsessed organizations to create a system of shared values and behaviors around how to successfully engage and serve customers.

Track Description

Great customer experiences do not happen by accident — they are designed. However, for most businesses, the discipline of design remains a foreign concept. Attendees of these track sessions will learn what customer experience design is, how to adopt a design approach to building better customer experiences, and how leading companies manage and measure the effectiveness of their customer experience design efforts.

Track Description

Customer Experience and Customer Intelligence Professionals employ quantitative research methods and analytical technologies to derive insight in an era of rapid fire, digital interactions. Yet behind the numbers, few firms truly understand the beliefs, attitudes, and emotions that drive customer behaviors. This track addresses the technologies and methods that produce optimized segments, messages, and contact strategies by combining customer data, market insights, and qualitative research.

Track Description

Nowhere does the chasm between physical and digital become so apparent as when attempting to measure consumer perceptions and emotions. This track will look at technologies and approaches that not only enable measurement of experience but support the creation of entirely new methods of interaction.

Track Description

This “virtual track” debunks myths about customer experience for business-to-business (B2B) companies and explains why customer experience mastery is as valuable for B2B firms as it is for business-to-consumer (B2C) firms. We'll show examples of how B2B firms have applied best practices from four of the six customer experience disciplines — culture, customer understanding, design, and measurement — to drive solid business value. In four sessions integrated into the four Forum tracks, Forrester analysts Peter O’Neill and Lori Wizdo, as well as two guest speakers, will discuss these topics: • Why myths about customer experience for B2B companies are just that — myths? • How can B2B companies apply the customer experience disciplines? • What challenges get in the way of B2B firms achieving their customer experience goals?

Print Agenda

Tuesday November 06
- 08:00 AM - 09:00 AM
  Registration And Refreshments
- 09:00 AM - 09:15 AM
  Welcome & Opening Remarks
  Dave Frankland, Vice President, Research Director, Forrester Research
- 09:15 AM - 09:45 AM
  How To Profit From The Outside-In Perspective On Customer Experience
  Harley Manning, Vice President, Research Director, Forrester Research
  Customer experience leads to profits . . . but not because it makes your customers feel warm and fuzzy, and not if it’s just a slogan. Customer experience leads to profits . . . if you treat it as a business discipline. In fact, customer experience is the greatest untapped source of both decreased costs and increased revenues in most industries — but only if you take the time to understand what drives it and how you can benefit financially from improving it. This keynote will show you:
  - Why customer experience means billions to business — and yes, that’s billions with a “b.”
  - How you can spark a customer experience transformation not just at your company, but within yourself.
- 09:45 AM - 10:15 AM
  We Hear You: Putting Our Customers At The Heart Of Everything
  Sean Risebrow, Director of Customer Experience, Virgin Media
  It sounds easy enough, but Virgin Media must put this single mission to work across all product and service experiences delivered by 20,000 employees during millions of interactions each year. As such, Sean Risebrow, Director of Customer Experience, maintains that the failure to achieve customer loyalty is an execution problem. In his keynote, you’ll learn how Virgin Media is using practical approaches like Net Promoter, service design, and employee engagement on its journey to transform itself into a company that is continuously led and informed by its customers’ voices. Sean will address key points such as:
  - Why you must continually listen to the unfiltered voice of the customer to understand what they value most.
  - Why you can’t fix your way from good to great
  - How to maintain a consistent voice of the brand across millions of interactions.
  - How to encourage the right behaviors across all of your employees.
- 10:15 AM - 10:55 AM
  Grow Up! Time To Get Serious About Social
  Katy Keim, Chief Marketing Officer, Lithium
  Social continues to grow with a plethora of new social technologies on offer. But is this a blessing or a curse? As organisations dawn to customer experience as the next battleground in the social world it's time to grow up and get serious about social. It's no longer acceptable to dabble in the channel or run this as an isolated function – social should be integrated as a key part of your customer experience strategy. This keynote will provide examples of leading global brands taking innovative approaches to delivering a fully integrated social customer experience strategy across their organisation with resulting, measurable ROI.
- 10:55 AM - 11:00 AM
  Forrester Remarks
  Dave Frankland, Vice President, Research Director, Forrester Research
- 11:00 AM - 11:45 AM
  Morning Networking Break In The Solutions Showcase
- 11:45 AM - 12:15 PM
  Your Brand Is Your Experience
  Craig Lee, Senior Manager Performance Development – Customer Experience , Emirates Group
  Brand-building in the 21st century is not just what you say the brand means in your marketing material. It's about how you deliver on the brand promise at every customer touchpoint. In this session, Craig will pull from his recent experiences to share:
  - How the customer experience reinforces the brand aspirations.
  - How each employee contributes to brand wealth.
  - The best methods for contextualizing the customer journey.
  - How to use visualization tools to train your organization.
- 12:15 PM - 12:45 PM
  How To Master The Six Disciplines Of Customer Experience
  Megan Burns, Principal Analyst, Forrester Research
  To make the leap from incremental improvements to breakthrough transformation, companies must routinely perform a set of sound, standard practices. These practices fall into six high-level disciplines: customer experience strategy; customer understanding; design; governance; measurement; and culture. Collectively, the disciplines represent the most important things that the best companies we know of do to be great at customer experience. This keynote will explain:
  - How the six disciplines can give you a competitive advantage.
  - What key practices boost your organization to reach customer experience excellence.
  - How to find your natural path to customer experience maturity.
- 12:45 PM - 12:50 PM
  Forrester Remarks
  Dave Frankland, Vice President, Research Director, Forrester Research
- 12:50 PM - 01:50 PM
  Networking Lunch
- 01:50 PM - 02:10 PM
  Coffee And Dessert In The Solutions Showcase
- 02:10 PM - 02:55 PM
  Track A
  Culture
  The Role Of The CMO In Leading The Customer-Obsessed Revolution
  Luca S. Paderni, Vice President, Research Director, Forrester Research
  Companies are grappling to maintain their traditional sources of competitive advantage in the age of the customer — a world where empowered consumers, commoditized products, and intense competition stretch organizational capabilities to their limits. Enter the customer-obsessed CMO who can transcend the operational status quo and lead a companywide journey to establish new sources of competitive advantage. In this session, you will learn how CMOs positively change the corporate culture around customer obsession by:
  - Gaining executive-level alignment on becoming customer-obsessed.
  - Working with executive peers to develop a long-term strategy.
  - Enabling practitioners to execute as customer-obsessed brand ambassadors.
- 02:10 PM - 02:55 PM
  Track B
  Design
  What Is Customer Experience Design?
  John Dalton, VP, Research Director, Forrester Research
  Design is one of the six core disciplines required to build effective customer experiences. But the word “design” conjures up a lot of different, often vague meanings. This track session demystifies design. It will provide Customer Experience Professionals with insight into how successful design processes work, how design differs from other business disciplines, and who should be involved in the design process.
- 02:10 PM - 02:55 PM
  Track C
  Customer Understanding
  Trends In European Marketing Technology Adoption
  Suresh Vittal, Vice President, Practice Leader - Customer Intelligence, Forrester Research
  This session drills into the technology adoption trends of our European respondents, based on a survey of European customer intelligence (CI) respondents. We review the goals of and roadblocks to improving marketing and customer intelligence. We also review European CI Professionals’ plans funding and acquiring technologies to improve customer experience in a world of fragmented channels and multiplying touchpoints.
- 02:10 PM - 02:55 PM
  Track D
  Technology And Measurement
  How Mobile Is Reframing Possibilities In Customer Experience
  Thomas Husson, VP, Principal Analyst, Forrester Research
  Mobile phones and tablets are becoming the remote control of our daily lives. They enable brands to engage with consumers in radically new ways. Are you ready for new experiences on mobile devices?
- 02:55 PM - 03:05 PM
  Intermission
- 03:05 PM - 03:35 PM
  Guest Executive Forum With Accenture: The ‘Digital’ Enterprise in the Era of Customer Experience
  Anatoly Roytman, Head of Digital EALA, Accenture Interactive, EMEA
  With seemingly unlimited customer choices and intense competition for limited consumer attention, every enterprise must evolve to ensure they stay connected to today’s changing consumer. As digital innovation ramps up, the network of customer touch points intensifies—getting the ‘customer experience’ right becomes paramount to success in this rapidly evolving ecosystem. In this session, marketers will learn:
  - The era of customer experience: Challenges and opportunities.
  - What does it mean for a business to be truly digital?
  - How to manage customer engagement: Relevance and intimacy across multiple touchpoints.
  - Customer intimacy vs. customer centricity (Why every company should know the difference).
  - Building the digital enterprise – 5 key ingredients.
- 03:05 PM - 03:35 PM
  Guest Executive Forum With Autonomy, an HP Company: Managing Multichannel Interactions
  Jody Schiavo, Vice President, Multichannel Marketing, Autonomy, an HP Company
  Annie Weinberger, Vice President of Promote Solutions, Autonomy, an HP company
  Enterprises are focusing on the customer experience to create differentiation, attract new customers, enhance reputation, and ensure loyalty. However, understanding, managing, and responding to the customer journey across multiple channels — like website, email, mobile, and social — is a challenge even for the most customer-focused organization. Innovative customer intelligence tools that leverage social media and call center interactions combined with effective, real-time customer experience management are key to re-establishing those ties. This session will show how to manage and deliver a relevant and engaging customer experience across all channels. This session will cover:
  - How technology can empower businesses to perform meaning-based analysis of customer interactions across all channels.
  - How to deliver truly personalized and targeted customer experience based on customer behavior patterns across all channels.
  - How to optimize experiences to better attract, convert, and retain your customers and drive highly trackable ROI.
- 03:05 PM - 03:35 PM
  Guest Executive Forum With SDL: An Online Road Trip With Scania: When Corporate Communication Meets Brand Passion
  Erica Zandelin, Manager, Internet Communications, Scania Corporate Relations
  Svante Nilsson, Product Marketing Director, SDL
  Over the last 5 years, Scania has redefined their online communication to meet future demands, a rapidly evolving technology landscape and a wish to develop deeper brand engagement and better understanding of key stakeholders– such as drivers. This includes reaching beyond traditional B2B practices to strengthen brand identity for the drivers of Scania vehicles and addressing emerging technology channels, while supporting strategic corporate objectives.
  
  This session will discuss best practices for addressing an online communication transformation and take a look at the lessons learned and business value added. Key topics include:
  - Developing global brand equity
  - From corporate websites to multi-touch presence
  - Understanding the ROI and building a business case for such a transformation
  This session is sponsored by SDL.
- 03:35 PM - 04:20 PM
  Afternoon Networking Break In The Solutions Showcase
- 04:20 PM - 05:05 PM
  Track B
  Design
  Designing For The Multichannel Customer
  Jonathan Browne, Senior Analyst, Forrester Research
  Customers routinely visit multiple channels while pursuing a single goal. But few companies can build good experiences within one channel, much less across multiple touchpoints. This track explains how a design approach empowers firms to build more unified and effective experiences for their multi-channel customers.
- 04:20 PM - 05:05 PM
  Track C
  Customer Understanding
  Segmentation In The Intelligent Enterprise
  Richard Evensen, Senior Analyst, Forrester Research
  Market Insights Professionals can provide higher-value segmentation results by integrating transaction (“what customers do”) data from customer intelligence teams. This session will help Market Insights Professionals understand where customer intelligence data can add value and how to build a successful collaboration with these teams.
- 04:20 PM - 05:05 PM
  Track D
  Technology And Measurement
  The Physical And Digital Universe Of Interaction
  Anthony Mullen, Senior Analyst, Forrester Research
  In order to maximize insight, emotional engagement and impact brands should endeavour to operate coherently across the physical and digital. This session will highlight some breakthrough technologies that are enabling richer sensing of environments for more contextually relevant experiences.
- 04:20 PM - 05:05 PM
  Track E
  B2B Spotlight
  Customer Experience, And Emotion, Is Equally Vital In B2B
  Peter O'Neill, VP, Principal Analyst, TL, Forrester Research
  Jesper Thomsen, VP Sales & Customer Service, Maersk Line
  This “virtual track” of four sessions debunks myths about customer experience for business-to-business (B2B) companies and explains why customer experience mastery is as valuable for B2B firms as it is for business-to-consumer (B2C) firms. As an introduction, Peter O’Neill, principal analyst at Forrester, explains why myths about customer experience for B2B companies are just that — myths. Then, Jesper Engelbrecht Thomsen from Maersk Line, one of the largest shipping companies in the world, discusses how the company improved its Net Promoter score from -10 to +30 over 30 months. The improvement program was a concentrated effort involving staff throughout the enterprise. The key learnings from the Maersk Line Customer Experience Program include:
  - Gain engagement across the organization by changing the mindset of employees.
  - Good customer experience and lower costs are not opposite polls at Maersk Line.
  - How to roll out a customer experience program internationally.
- 05:05 PM - 05:15 PM
  Intermission
- 05:15 PM - 06:00 PM
  Track A
  Culture
  Organizing Your Digital Business
  Shar VanBoskirk, Vice President, Principal Analyst, Forrester Research
  Few firms have a good handle on the best way to manage resources to support their growing emphasis on digital strategies. What skills do you need internally? What should you outsource? Where can you find good digital recruits? Where should digital teams live within the organizational hierarchy? This track session will look at how companies should organize to support digital today — and how they can keep top talent engaged. But more importantly, we will also identify the key questions to answer in order to determine the right staffing and organizational structure for your business. You may find that solving your organizational challenge actually requires nailing down your planning, technology, and measurement goals first.
- 05:15 PM - 06:00 PM
  Track B
  Design
  Evaluating The Quality Of Experience Design
  John Dalton, VP, Research Director, Forrester Research
  Good design is not about using aesthetics to conceal shoddy work. It is a business discipline that can be reliably assessed. Evaluating the quality of any customer experience, whether it’s business-to-consumer (B2C) or business-to-business (B2B), requires a framework that gives Customer Experience Professionals and their colleagues a shared understanding of what matters — and why.
- 05:15 PM - 06:00 PM
  Track C
  Customer Understanding
  Improving Customer Experience Through Interaction Hubs
  Staffan Magnehed, CRM Manager, Folksam Insurance
  Today's CRM tools focus on selecting customers most likely to respond, not those who are likely to enter into long-term relationships with a company. This case study showcases a Folksam's effort to build a customer interaction hub: a self-learning system that uses a mix real-time customer interactions and business rules. The hub's primary function is to select best actions for customers based on their interests and feedback, ultimately delivering offers to customers that optimize lifetime value (LTV). Key takeaways include how marketers can:
  - Identify shortcomings in traditional, product-focused CRM approaches.
  - Build a CRM strategy on the foundation of customer needs and centralized processes.
  - Use advanced analytic tools to manage business rules and interactions across channels.
- 05:15 PM - 06:00 PM
  Track E
  B2B Spotlight
  How NetApp Drives Continuous Improvement With Metrics
  Peter O'Neill, VP, Principal Analyst, TL, Forrester Research
  Kees Henniphof, Senior Manager, Integrated Marketing EMEA, Netapp
  Kees Henniphof of NetApp (data storage and management) will show how consolidated data from external research, marketing, sales, channels, and customer support provide deep insight into customer behavior throughout the buyer’s journey. As a result, B2B marketers can support their sales teams with clear competitive differentiation, realistic objectives, and an audience-based go-to-market strategy. Although establishing a truly data-centric paradigm is hard enough as it is, the real challenge exists in bringing departments and people together from all parts of the organization and turning insights into decisive action by ensuring:
  - Consistency across all channels: integrated seller’s and buyer’s journey in B2B.
  - Tracking customer engagement: marketing automation, lead nurturing and scoring.
  - Target setting and consolidated reporting.
- 06:00 PM - 07:00 PM
  Networking Cocktail Reception In The Solutions Showcase
Wednesday November 07
- 08:00 AM - 09:00 AM
  Registration And Refreshments
- 09:00 AM - 09:15 AM
  Welcome And Opening Remarks
  Dave Frankland, Vice President, Research Director, Forrester Research
- 09:15 AM - 09:45 AM
  Harnessing The Chaos: Mapping Win-Win Customer Experiences
  Martin Gill, Principal Analyst, Forrester Research
  Adopting a customer-centric approach doesn’t mean enabling every experience on every touchpoint. The touchpoint arms race means that each customer journey is different and the permutations are endless. Instead, brands must focus on architecting compelling cross-touchpoint experiences around the interactions that are the most valuable for both the company and its customers. In this keynote, we will examine:
  - Why you can’t, and indeed shouldn’t, try to give anytime, anyplace, anywhere customers everything they think they want.
  - How to identify win-win experiences that add value for both your organization and your customers.
  - How to optimize touchpoints within the context of a customer journey.
- 09:45 AM - 10:15 AM
  The Customer Centric Bank
  Gustavo Vinacua, Director Centro de Innovación BBVA, BBVA
  BBVA has long embraced innovation. The holistic approach taken to evolve touch-points, channels and the overall experience when people interact with BBVA, plus a set of real examples (innovation projects), will be used to illustrate and share the experiences.
  - Customer centric approach is key to develop seamless experiences.
  - Innovation as a source to revamp relational model without limitations.
- 10:15 AM - 10:20 AM
  Forrester Remarks
  Dave Frankland, Vice President, Research Director, Forrester Research
- 10:20 AM - 10:50 AM
  Morning Networking Break
- 10:50 AM - 11:20 AM
  Designing The Perfect Journey
  Ingrid Lourenco
  Delivering a great customer experience isn't just a matter of pride — it's a matter of profits. Four years ago, ANA Aeroportos de Portugal took on the task of improving the passenger experience to compete in the fierce European market. Francisco Pita, Deputy Airport Manager, will describe how he and the ANA team created a vision of new passenger services and executed on that vision across dozens of retail, travel, and hospitality partners. From this, you will learn:
  - How to sell investments in customer experience to your board.
  - The research approaches that yield the authentic voice of the customer.
  - The building blocks of an experience strategy.
  - How to execute a strategy across a partner ecosystem.
- 11:20 AM - 11:50 AM
  Celebrate A CX Board Appointment, Then Get To Work!
  Lisa Lindström, Board Member, Avanza Bank & Nobel Media, MD, Doberman
  When companies as diverse as publishers, banks, and media firms add a Customer Experience Professional to their board, it might appear to be the embodiment of outside-in thinking. But simply appointing a CX expert to a board, does not a customer-centric organization make. The notion of customer experience must still be driven throughout the company, and — crucially — throughout the board. During this session, Lisa Lindstrom, who leads Doberman, a customer experience agency and sits on several boards including those of the Nobel Prize media company and Avanza Bank, will share:
  - What drives firms to establish a customer-experience-focused board presence.
  - How a board appointment is just the beginning of the firm's effort to become more outside-in.
  - The challenges firms continue to face even after a board-level appointment.
- 11:50 AM - 12:00 PM
  Forrester Remarks
  Dave Frankland, Vice President, Research Director, Forrester Research
- 12:00 PM - 01:00 PM
  Networking Lunch
- 01:00 PM - 01:15 PM
  Coffee And Dessert In The Solutions Showcase
- 01:15 PM - 02:00 PM
  Track A
  Culture
  Embedding Customer Experience Into Philips DNA
  Veronique Tordoff, UK Market Customer Experience Leader, Philips Electronics
  Philips is a multinational company with sales and services in more than 100 countries worldwide. Although the world is getting smaller with the latest technologies, there is still a “distance” between the headquarters and each country that faces the customers on a day-to-day basis. This “distance” is difficult to overcome because in most cases people will not understand the culture until they experience it. It’s the same with customer experience programs. Until you experience as a “customer,” you will never understand their challenges. In this session, we will explain how to allow people with different backgrounds to virtually experience the customers from different cultures and bring multinational customers to the center of the whole organization.
- 01:15 PM - 02:00 PM
  Track A
  Culture
  Train Your Team For Social Success
  Darika Ahrens, Analyst, Forrester Research
  Social applications are a powerful way for employees to listen and respond to customers. However, well-meaning people sometimes commit risky blunders when they join the fray. To avoid embarrassing mistakes, companies must develop social training programs that bring employees into social plans in a responsible way. This session will describe casual, structured, and formal training approaches, and it will guide you to the approach that best matches your company's commitment to social media. This session will answer these questions:
  - What are the opportunities and risks of opening your employees up to social communications?
  - What are the various training options on the market today?
  - Which approach is best for your company?
- 01:15 PM - 02:00 PM
  Track E
  B2B Spotlight
  Design All Your Customer Interactions For B2B Customer Experience Success
  Peter O'Neill, VP, Principal Analyst, TL, Forrester Research
  Most B2B companies now do customer experience research as part of their product and website design processes. Many have “Voice of the Customer” (VoC) programs to collect customer and/or user feedback and expose potential areas of dissatisfaction; and the VoC executives are usually at a high enough level to correct any issues they discover. But fully changing from a product-centric vendor to a customer-centric service provider requires a cultural and design transformation. Customer experience needs to be designed into every potential customer interactions: marketing and sales interactions in the buyer journey; support interactions; plus all other interactions between companies in business with each other (in procurement, accounting, legal and other corporate departments). This presentation discusses how to understand all the potential interactions and optimize their design to maximize the complete B2B customer experience:
  - CX design matters to B2B marketers
  - CX design includes the voice of your customers
  - CX design must include all potential B2B interactions
  - Be the change agent for CX success
- 02:00 PM - 02:10 PM
  Intermission
- 02:10 PM - 02:55 PM
  Track B
  Design
  Design And Innovation
  Shar VanBoskirk, Vice President, Principal Analyst, Forrester Research
  Customer experience design is not simply reactive. Leading firms rely on design thinking and methodologies as a strategic advantage that helps them proactively identify and nourish new, meaningful, and enjoyable experiences. Learn how human-centered design techniques can help customer experience teams take a prominent role in driving innovation.
- 02:10 PM - 02:55 PM
  Track D
  Technology And Measurement
  Uncovering Moments Of Truth In The Customer Life Cycle
  Dave Coplin, Director of Search, Microsoft
  Tracking how campaigns are perceived across multiple channels is a difficult but not impossible task. To date, unifying customer experience metrics such as Net Promoter Scores have been successful in seeing which way the wind blows, but new complementary approaches using sentiment analysis are helping uncover rich drivers and insights along the customer journey. In this session, see how brands are using multiple customer experience models in concert.
- 02:10 PM - 02:55 PM
  Track E
  B2B Spotlight
  Optimize Buyer Experience To Drive B2B Lead-To-Revenue Results
  Lori Wizdo, Principal Analyst, Forrester Research
  B2B marketers have traditionally paid more attention to their sales process than the customer’s buying process, but that strategy is losing relevance with today’s empowered B2B buyers, who are two-thirds of the way through their buying process before they engage with tech vendors’ sales teams. Digital marketing and social media have inadvertently disintermediated B2B salespeople from their customers for a significant part of buying cycle. It is now marketing’s role to engage with early stage buyers and guide those buyers through the buying process. When these buyers interact with companies, they expect more relevant, personal, and timely communications than ever before. This presentation will discuss:
  - How to use buyer journey analysis to understand buyers’ context and needs.
  - How to capture and leverage buyer behavior to personalize customer experience.
  - How to optimize and scale customer experience management in the lead-to-revenue process.

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Outside In: A Forum For Customer Experience Professionals EMEA

The Power Of Putting Customers At The Center Of Your Business

This Forum has Passed.

Track Description

Track Description

Track Description

Track Description

Track Description

Tuesday November 06

08:00 AM - 09:00 AM

Registration And Refreshments

09:00 AM - 09:15 AM

Welcome & Opening Remarks

09:15 AM - 09:45 AM

How To Profit From The Outside-In Perspective On Customer Experience

09:45 AM - 10:15 AM

We Hear You: Putting Our Customers At The Heart Of Everything

10:15 AM - 10:55 AM

Grow Up! Time To Get Serious About Social

10:55 AM - 11:00 AM

Forrester Remarks

11:00 AM - 11:45 AM

Morning Networking Break In The Solutions Showcase

11:45 AM - 12:15 PM

Your Brand Is Your Experience

12:15 PM - 12:45 PM

How To Master The Six Disciplines Of Customer Experience

12:45 PM - 12:50 PM

Forrester Remarks

12:50 PM - 01:50 PM

Networking Lunch

01:50 PM - 02:10 PM

Coffee And Dessert In The Solutions Showcase

02:10 PM - 02:55 PM

Track A

The Role Of The CMO In Leading The Customer-Obsessed Revolution

02:10 PM - 02:55 PM

Track B

What Is Customer Experience Design?

02:10 PM - 02:55 PM

Track C

Trends In European Marketing Technology Adoption

02:10 PM - 02:55 PM

Track D

How Mobile Is Reframing Possibilities In Customer Experience

02:55 PM - 03:05 PM

Intermission

03:05 PM - 03:35 PM

Guest Executive Forum With Accenture: The ‘Digital’ Enterprise in the Era of Customer Experience

03:05 PM - 03:35 PM

Guest Executive Forum With Autonomy, an HP Company: Managing Multichannel Interactions

03:05 PM - 03:35 PM

Guest Executive Forum With SDL: An Online Road Trip With Scania: When Corporate Communication Meets Brand Passion

03:35 PM - 04:20 PM

Afternoon Networking Break In The Solutions Showcase

04:20 PM - 05:05 PM

Track B

Designing For The Multichannel Customer

04:20 PM - 05:05 PM

Track C

Segmentation In The Intelligent Enterprise

04:20 PM - 05:05 PM

Track D

The Physical And Digital Universe Of Interaction

04:20 PM - 05:05 PM

Track E

Customer Experience, And Emotion, Is Equally Vital In B2B

05:05 PM - 05:15 PM

Intermission

05:15 PM - 06:00 PM

Track A

Organizing Your Digital Business

05:15 PM - 06:00 PM

Track B

Evaluating The Quality Of Experience Design

05:15 PM - 06:00 PM

Track C

Improving Customer Experience Through Interaction Hubs

05:15 PM - 06:00 PM