CX
North America

When your brand’s data is organized and accessible, chaos becomes order. When tech gets out of the way, your customer’s data and behavior lead the way—so you can deliver a better experience and build brand loyalty. Doesn’t that sound so dreamy?! In this session, we’ll reveal exactly how this dream is attainable. Many enterprises need help with all-too-common data sync and systems issues. It can take weeks to get a personalized offer into your email service provider, let alone out the door. With a new approach, you can easily deliver real-time, personalized messaging while also increasing engagement rates across channels. But the real champagne-popper? Your total marketing software costs can drop dramatically along the way. At the end of the day, every marketer wants to make one-to-many campaigns feel like one-to-one messaging. Join this interactive discussion where we’ll cover: How to make your data work for you, so you can achieve more humanized marketing Doing more with less, especially when pressure to cut and consolidate spend is high Creating relevant, dynamic, and timely cross-channel communications.

Key Topics: Cross-Channel Marketing & Email Marketing

Speakers:
Will Devlin, VP Marketing, MessageGears

Conversations Tethr has always enabled you to lower costs, reduce churn, and increase sales with insights from every customer conversation. Tethr Live builds on almost 10 years of research and innovation to deliver real-time conversation analytics purpose-built to meet the needs of agents, supervisors, and execs alike. Agent assist prompts make your answers powerful, personalized, and consistent. Supervisor alerts allow you to monitor critical issues as they occur. Execs can feel confident every call maintains compliance.

Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management

Speakers:
Dean Cruse, VP of Marketing, Tethr

Agents should have easy access to everything needed during customer conversations. Benefits include satisfied customers and happy agents. We’ll discuss how to make this a reality.

Key Topics: Conversation Intelligence for Customer Service & Digital Experience Services

Speakers:
Nick Bandy, CMO, LiveVox

Black box AI reflects both human and data biases and risks regulatory compliance. To navigate this, marketers have a responsibility to better understand the underlying technology as these biases can create increased consumer friction, fewer sales, and potential discrimination. From the consumer’s perspective, when ML’s ethical pitfalls are avoided, AI prediction can be the difference between a delightful and an annoying experience. Learn what transparent AI looks like and how it builds brand trust.

Key Topics: Cross-Channel Marketing & Consumer Intelligence

Speakers:
William (Bill) Sears, GVP Solutions, Zeta

As consumer expectations grow, how does a brand most effectively deliver personalization and journey management to guide consumers along their financial planning path?  For consumers in various life stages, how do you focus your marketing efforts to help them navigate the world of financial decisions?  One approach is to understand your customers holistically to create a testable, customized path to optimize your marketing communications.

Learn how Acxiom and Prudential teamed up to use data and analytics – with primary research, profiles, and statistical algorithms to identify the most differentiating segment characteristics – to craft a marketing plan that builds trust through relevance.

Key Topics: Consumer Data Marketing Services & Data Management Services

Speakers:
Dean Westervelt, VP, Analytics Industry Strategist - Insurance & Healthcare, Acxiom
Frances Wang, Director of Foresight & Trends, Marketing Analytics & Insights, Prudential

Speakers:
Aneel Jaeel, AI advisor and former SVP of CX, McAffee
Puru Amradkar, CTO, Aisera

Speakers:
Smadar Kirstein, Head of Marketing, Digital Experience Enablement,, Amdocs

Barbara Lincoln, chief architect of Erie Insurance’s (ERIE) Voice of Customer (VoC) enterprise program since 2017, will navigate the enduring and successful journey in using customer and stakeholder feedback to inform strong business decisions and contributing to ERIE’s “Above all in Service” philosophy. Barbara will share where ERIE started, the learnings and achievements along the way, program expansions, and ways ERIE has transformed its VoC program into the Forsta/Forrester award-winning success story.

Key Topics: Customer Feedback Management, Digital Experience Services

Speakers:
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Learn how Kimberly-Clark, one of the world’s best-known personal care brands, leverages world-leading customer insights to drive results and quickly iterate on digital customer experience. From pollen and period trackers to a digital overhaul of its Huggies website, you’ll learn how the product design team seamlessly captures behavioral insights to drive better product decisions and boost ROI. With hundreds of hours of saved engineering and design time, huge upticks in conversion rates and engagement, the Kimberly-Clark team’s focus on digital customer experience has revolutionized the way it brings products to the people it serves.

Key Topics: Digital Experience Services & Marketing Measurement And Optimization

Speakers:
Andy Ford, Global Head of Product Design, Kimberly Clark
Darren Kennedy, SVP Customer Experience, FullStory

As Head of Global Customer and Employee Experience at onsemi, April Nishimura has been able to launch a data-driven CX program that fosters a truly customer-centric approach for the global brand. But as any CX professional knows, launching a program is not without its challenges. Join this conversation with April and InMoment expert Jim Katzman to learn how onsemi has revolutionized their CX approach, navigated the global supply chain, gained CEO engagement, and organization-wide sponsorship!

Key Topics: Customer Feedback Management, Digital Experience Services

Speakers:
Jim Katzman, Principal CX Strategy & Enablement, InMoment
April Nishimura, Head of Global Customer and Employee Experience, onsemi

As one of the largest supermarket chains in the United States, Albertsons Companies strives for its 2,200+ stores to deliver the seamless omni-channel experiences customers have come to expect from all retail interactions. Join us to hear how the company built a modern omni-channel CX program centered around their relentless pursuit to win customers for life. Learn how Albertsons: Collects feedback in every channel, yielding nearly 30 million surveys annually Democratizes data and insights to deliver meaningful improvement across the organization Translates a customer-first vision into store-specific goals and actions that are driving innovation and consistent growth in NPS

Key Topics: Customer Feedback Management, Journey Mapping Services

Speakers:
Henrik Christensen, Senior Director of Customer and Marketing Intelligence, Albertsons Companies

Speakers:
Seth Patton, General Manager, Microsoft Customer and Employee Experience Solutions, Microsoft

Explore new research findings on marketing-sales relationship dynamics and walk-through steps to take to break down these deeply entrenched organizational siloes. With 71% of B2B consumers making purchases after a digital-only journey, marketing and sales teams need to align or risk falling short of customer expectations and business objectives.  In this session, we’ll explore how to align sales/marketing on customer-centric strategies that can set your business apart and move the needle on business outcomes.

Key Topics: Cross-Channel Marketing, Marketing Measurement And Optimization

Speakers:
Bret Sanford-Chung, Managing Director, U.S. Customer Advisory, KPMG LLP

Organizations worldwide are facing a new economic reality – one that will force customers to make trade-offs in how they spend money. Knowing what matters most to customers and delivering digital-centric journeys that meet expectations is mission-critical. In this boardroom session, you’ll learn new strategies to get the full context of the digital experience, prioritize critical journey-centric insights and engage with customers over seamless omnichannel experiences that drive increased revenue, CSAT and decreased cost to serve.

Key Topics: Conversation Intelligence for Customer Service, Customer Feedback Management

Speakers:
Sachin Goregaoker, Head of Product, XM for Customer Frontline Digital, Qualtrics
Mitch Rosenbaum, SVP of Marketing and Digital Services, Credit Union of Colorado

CX leaders intuitively understand how front-line agent interactions with customers can impact perception of your brand, products, and customer relationships. But exactly how much do agent behaviors affect key outcomes such as NPS, CSAT, or sales performance for your brand? In this session, CallMiner and Zenylitics will share real-world examples of how companies maximize CX by correlating positive and negative agent behaviors to desired (or undesired) results. You’ll leave with the methodology to build best practices that turbo-charge CX improvement using customer interactions you’re already having.

Key Topics: Conversation Intellegence for Customer Service & Customer Feedback Management

Speakers:
Kyle Carter, Co-Founder, Zenylitics
M.J. Johnson, Sr Director of Product Marketing , CallMiner

Discover the innovative journey of T-Mobile as they revolutionize business operations for SMB customers. With a focus on providing comprehensive solutions, growing their digital Marketplace experience is a game-changer in the industry. Join us to explore how T-Mobile is becoming the trusted advisor to their customers by offering a one-rate plan that encompasses devices, connectivity, and productivity tools. Join us and unlock the potential of seamless collaboration, elevated productivity, and accelerated growth. 

Key Topics: Digital Experience Services

Speakers:
Jess Warrington, General Manager, North America, CloudeBlue

Discount Tire, the nation’s largest independent tire and wheel retailer, partnered with IBM to reimagine its customer experience with Pit Pass, an innovative, mobile-focused drive-through experience that blends physical and digital commerce. Learn how they used Salesforce to capture more business opportunities and activate, elevate and accelerate journeys for customers and employees, creating the world’s most inviting, easy and safe tire purchase and service experience.

Key Topics: Data Management Services, Digital Experience Services

Speakers:
Tom Williams, EVP and Chief Experience Officer, Discount Tire
John Kenwood, Client Partner, IBM Consulting

Customers have more power than ever before. Organizations must become customer-obsessed and design experiences with their customers in mind or risk falling behind. Explore how KPMG helped a global pharmaceutical company design an industry-leading Customer Experience Strategy that increased customer referrals and sales and enabled global delivery of intentional CX. Learn how we helped develop a model to quantify CX ROI, prioritize CX investments, and transform the company from a product-centric to customer-centric organization.

Key Topics: Cross-Channel Marketing, Marketing Measurement And Optimization

Speakers:
Jason Galloway, Principal, U.S. Customer Advisory COE Lead, KPMG LLP
Swetha Kumar, Managing Director, U.S. Customer Advisory, KPMG LLP

Speakers:
Koren Stucki, VP, Omnichannel CX Strategy, Qualtrics

The way consumers shop, finance, own, interact, and share their transportation experiences is rapidly evolving. Interior controls are being digitized and car buying is going virtual. In this session, we will explore the thinking behind the transformation that is taking place both inside and out of our vehicles. We will discuss the significance of cross-channel collaboration and how the industry is rising to meet evolving customer needs with the use of design and technology.

Key Topics: Digital Experience Services & Journey Mapping Services

Speakers:
Donald Chesnut, Chief Experience Officer, GM
Bill Thompson, Head of Mobility, Rightpoint

Speakers:
Florian Vollmer, Service Design Director, NCR
Jochem van der Veer, CEO, TheyDo

Companies have access to an unprecedented number of vendors and technologies to maximize CX and conversion, but how many of these technologies and partnerships are being leveraged to obtain ROI? Join this fireside chat to learn how to make the most out of your existing CX tech stack and how to overcome roadblocks to maximizing technology investments.

Key Topics: Conversational Intelligence for Customer Service, Digital Experience Services

Speakers:
Elaine Frazier, Senior Manager, Site Experience and Optimization, Vans

Speakers:
Brian McIntosh, Chief Consulting Officer, BlastX Consulting

Google is set to Sunset Google Optimize in September. Learn from Optimizely how customers are being supported as they choose to move to new platforms to continue their experimentation practice, and take advantage of new functionality in platforms like Optimizely to expand their commitment to CRO and optimization on their site.

Key Topics: Digital Experience Services, Marketing Measurement And Optimization

Speakers:
Dejean Brown, Principal Product Evanglists, Optimizely

What happens when prospects receive a highly relevant message, exactly when they need it most? You elevate your brand and increase your conversion rate. Omni-channel trigger marketing programs are your secret weapon in the fight to get to market first – and beat your competitors. In this session, we’ll cover trigger marketing best practices; you’ll walk away equipped to deliver hyper-targeted campaigns that slash your cost per conversion and boost your revenue.

Key Topics: Cross-Channel Marketing & Consumer Data Marketing Services

Speakers:
John Tracy, Vice President, Deluxe

Speakers:
Lans Crauer, Senior Business Value Consultant, Khoros

Fortune 100 Retailer realizes massive CX improvements after utilizing Discover tools.

Key Topics: Consumer Intelligence & Real-Time Interaction Management

Speakers:
Preston Harris, Discover CTO, HCLSoftware

Join our session and discover how strategic gift-giving can take your CX to the next level, while driving customer retention and boosting revenue. Learn the essential steps of mastering the art of clever gift-giving, including the ever-challenging end-of-year gifting strategy and incorporating gift-giving throughout the customer lifecycle. From identifying the right gifts to seamless delivery, create long-lasting relationships with your customers by showcasing your appreciation in a thoughtful way.

Key Topics: Cross-Channel Marketing, Marketing Measurement And Optimization

Speakers:
Cassie Sneed, Senior Manager of Customer Marketing, Reputation
Austin Sandmeyer, Customer Lifecycle Manager, Sendoso

Join Addison Price, Senior Manager, Sales Engineering at FullStory, as he takes a deep dive into FullStory’s Digital Experience Intelligence platform. Get a quick glimpse into how FullStory quickly unlocks digital experience optimization opportunities—and bottom-line value—for teams of all sizes.

Key Topics: Digital Experience Services & Marketing Measurement And Optimization

Speakers:
Addison Price, Sr. Manager, Sales Engineering, FullStory

Speakers:
Josh Barber, Principal Solution Engineer, NICE

Transforming CX can feel daunting. How do you get started and see quantifiable success in months, not years? Discover industry best practices to quickly optimize pre-built customer journeys that integrate with your existing systems. In this session, gain the expertise needed to make a compelling business case, deploy meaningful customer journeys, and exceed customer expectations. Transform your brand by delivering measurable results and leaving a lasting impression on your customers in the moments that matter most.

Key Topics: Digital Experience Services, Real-Time Interaction Management

Speakers:
Brandon Sailors, Vice President, CX Strategic Accounts, CSG

Brands haven’t figured out how to tap into 85% of data— specifically, the unstructured kind—including social, call center, chat, reviews, and more. What if you could unlock all that data with advanced AI to not only understand past results, but to predict how decisions could impact your key metrics and overall customer experience? With InMoment’s Spotlight, that could be your reality! Stop by our session and you’ll have a chance to see Spotlight in action.

Key Topics: Customer Feedback Management, Digital Experience Services

Speakers:
Barry Nayback, Senior Solutions Consultant, InMoment

As the business of marketing grows more complex and macro-economic conditions put ever more pressure on organizations, many marketing leaders are wondering: how do I achieve our aspirations with given the talent, technology, skills, operational and financial challenges we face? Learn how managed marketing services offer a compelling solution, allowing companies to accelerate their digital transformations while achieving efficiency and scale, and fully realizing the benefits of their platform investments.

Key Topics: Data Management Services & Digital Experience Services

Speakers:
Kristen Conner, Customer Transformation BPO Practice Leader, Americas, IBM Consulting

Distributed workforces, accelerating employee turnover, and businesses reliant on subject matter expertise underscore the need for effective digital tools to serve as the single source truth for company knowledge. Join this session with Bloomfire CMO Dan Stradtman and Ameritas Lead Service Training Specialist Chelle Swanson and learn how Ameritas has driven efficiency and profitability with improved Knowledge Management software and practices.

Key Topics: Conversation Intelligence for Customer Service, Data Management Services

Speakers:
Chelle Swanson, Lead Service Training Specialist, Ameritas
Dan Stradtman, CMO, Bloomfire

H&R Block is one of the world’s most renowned companies that has always understood the importance of putting people first. Their values shine through in their commitment to delivering world-class digital experiences by improving self-service for clients and associates.

Join Jay Farrington, IT Leader at H&R Block to hear how they used AI to improve digital experiences across 5 use cases as well as the key elements to their success, including:

• A focus on client and employees to drive a total experience (CX+EX)
• The importance of executive champions and organizational structure
• Continued collaboration between product and partner teams

Key Topics: Digital Experience Services, Journey Mapping Services

Speakers:
Jay Farrington, Information Technology Manager, H&R Block
Juanita Olguin, Sr. Director Marketing, Coveo

Join Mark Smith and Kent Lemon as they discuss how US Bank and CSG are prioritizing proactive, predictive, and personalized customer journeys to achieve significant business outcomes without ripping and replacing existing systems. Discover how a journey-centric approach can break down internal silos and deliver exceptional customer experiences quickly, without lengthy implementation timelines or investing in MarTech systems that fail to deliver the needed ROI.

Key Topics: Digital Experience Services, Real-Time Interaction Management

Speakers:
Mark Smith, SVP of Customer Experience, CSG
Kent Lemon, Senior Vice President and Head of Contact Center Customer Engagement, US Bank

While the concept of Customer Lifetime Value (CLV) has been around for a long time, it is often misunderstood and underutilized. KPMG recently helped a leading Industrial Manufacturer build a ‘next generation’ CLV program as they sought to transition to a customer-centric operating model. Customer centricity powered by CLV optimizes customer experiences and lifecycle management across channels through more personalized and timely messaging to drive ROI growth, reduce churn, increase wallet share, and improve financial performance.

Key Topics: Cross-Channel Marketing, Marketing Measurement And Optimization

Speakers:
Timothy Collins, Director, U.S. Customer Advisory, KPMG LLP

In the face of today’s economic uncertainty, efficiency is more important than ever. How fast you communicate, ideate and activate new optimizations enables your resources to stretch further and meet customers’ changing expectations. In this session, Braden Turner, VP of Product Management at Tropical Smoothie Cafe will share his best practices for efficiently optimizing their mobile experience including:

• Humanizing digital experiences to quickly identify the root cause and resolution.
• Continuing to prove the value and impact of your mobile experience.
• Empowering teams through customer challenges that seem unsolvable.

Key Topics: Digital Experience Services, Marketing Measurement & Optimization

Speakers:
Braden Turner, Vice President Product Management, Tropical Smoothie Cafe

CX is a critical engine of differentiation and growth, with CX leaders experiencing growth rates almost double that of CX laggards. But many organizations today are confronted with a yawning gap between the CX they want to deliver,  and their ability to do so.  The culprit? The exponential growth of touchpoints and devices,  accelerating the fragmentation of customer data which impedes activation.

CX leaders can be powerful advocates for connected data that supports the entire customer journey, and accelerates the business outcomes so critical to demonstrate in today’s macroeconomic environment.

Join this session to learn:

• How to think about connected  data as a critical asset across the entire journey
• Best practices in harnessing connected data across initiatives for fast impact
• Real-life examples of business outcomes that CX leaders have achieved through connected data

Key Topics: Data Management Services, Real-Time Interaction Management

Speakers:
Aurore Wu, Vice President Product Marketing, Reltio

Attention CX North America attendees! Want to revamp your brand and drive sustainable growth? Join Reputation, the leader in online reputation management, for an action-packed session on harnessing customer feedback. Learn the 5 key strategies leading enterprises have implemented to deepen their understanding of reputation, manage brand experiences, and expand reach. Discover how successful companies navigate the challenges of the modern customer journey, build long-term customer relationships, and achieve sustainable growth. Don’t miss out on this game-changing session!

Key Topics: Customer Feedback Management, Real-Time Interaction Management

Speakers:
Molly Lynch, Chief Communications Officer, VillageMD

Digital experience optimization can feel like an insurmountable process. But, in reality, it’s simpler than you might think. Join Genevieve Jooste, Signature Customer Success Director, as she offers actionable, ready-to-implement tips and tactics for digital experience transformation using FullStory’s Digital Experience Intelligence (DXI) platform, as experienced by real FullStory users. DX pros and novices alike are sure to take valuable strategies back to work.

Key Topics: Digital Experience Services & Marketing Measurement And Optimization

Speakers:
Genevieve Jooste, Signature Customer Success Director, FullStory

Join us as the Auto Club Group (ACG), the second largest AAA club in North America, shares stories about how ACG is using speech analytics to coach agents, prioritize improvement opportunities, and measure customer referral and cross-sell activity. Learn new ideas to help your organization increase revenue and turn the contact center from a cost center into a profit center.\

Key Topics: Customer Feedback Management, Journey Mapping Services

Speakers:
Kelly Speer, Manager of Speech Analytics, AAA-The Auto Club Group
Lauren Taylor, VP Product Marketing, Medallia

Organizations worldwide are facing a new economic reality – one that will force customers to make trade-offs in how they spend money. Knowing what matters most to customers and delivering digital-centric journeys that meet expectations is mission-critical. In this boardroom session, you’ll learn new strategies to get the full context of the digital experience, prioritize critical journey-centric insights and engage with customers over seamless omnichannel experiences that drive increased revenue, CSAT and decreased cost to serve.

Key Topics: Consumer Intelligence, Customer Feedback Management

Speakers:
Ryan Tamminga, SVP Product and Services, Alchemer
Jean Chapin, Sr Director Customer Experience, Malwarebytes
Diane Beaudet, Sr. Manager of Customer Lifecycle Marketing, Malwarebytes

The story of Shake Shack’s success is a powerful American success story. What began as a small hot dog stand operating out of Madison Square Park in New York City in 2001 has now grown into an industry leading, gourmet fast-casual restaurant with over 400 locations across the globe. They have accomplished this successful track record through an unwavering commitment to delivering outstanding, restaurant quality menu items and world class hospitality at every touchpoint. This commitment drives Shake Shack’s drive to innovate with new technologies and approaches to ensure their dining and guest experience is the best in the industry.

Join Bounteous and Dave Harris, CIO at Shake Shack, to hear more about some of the initiatives that Shake Shack has introduced over recent years and some of the new approaches they are exploring to ensure they remain at the vanguard of guest experience in the fast-casual dining space.

Key Topics: Digital Experience Services, Journey Mapping Services

Speakers:
Dave Harris, CIO, Shake Shack
Michael McLaren, President, North America, Bounteous

Speakers:
Arvind Gopal, VP of Product Management, eGain

For iFIT, a global leader in health and fitness technology, providing excellent customer support experiences as efficiently as possible is more important than ever. Join this session as iFIT shares how they transformed their support organization with generative AI—saving 436 agent hours and deflecting 33% of customer inquiries without sacrificing customer experience.

Key Topics: Conversation Intelligence for Customer Service

Speakers:
Dustin Auman, Operations Manager, iFit
Ryan Van Wagoner, Senior Director, Product Marketing, Forethought

As one of the leading marketing, automation, and email platforms, Mailchimp is a household name for businesses of all sizes—and are famed for their impressive customer experience. Join this impactful, immediately useful session to master the tactics Mailchimp uses to boost their award-winning customer experience, including their use of FullStory’s Digital Experience Intelligence platform, direct from Rachel Shelby, CX Tools Strategist at Mailchimp, and Emily Walker, Premier Customer Success Manager at FullStory.

Key Topics: Digital Experience Services & Marketing Measurement And Optimization

Speakers:
Rachel Shelby, CX Tools Strategist, Mailchimp
Emily Walker, Manager Premier Customer Success, FullStory

Every company wants to be consumer centric, but it’s easier said than done. Customer experience is not a single team’s role but requires the activation of your company’s culture to place the consumer in the center. In this session, CVS Health will share how operationalizing consumer data in a consistent way is driving a culture shift at one of the largest, most complex organizations in the world. Learn how CVS Health’s has applied these 4 pillars of transformation: 1. Unifying a disparate organization by advancing common capabilities to enable measurement and consistent tracking 2. Driving action at the front line to ensure every consumer and colleague feels valued, heard, and creates consistent experiences 3. Creating experience differentiation through consumer data and unlocking value of common CX goals 4. Empowering colleagues to drive a culture of consumer centricity In the face of today’s economic uncertainty, CVS Health is making customers come first, consistently ensuring personalized, meaningful interactions.

Key Topics: Customer Feedback Management, Journey Mapping Services

Speakers:
Srikant Narasimhan, VP of Enterprise Customer Experience, CVS health

Improve the effectiveness of your frontlines with real-time insights and recommended actions to help them deliver world-class service to every customer that connects with your brand – digitally or in person. Hear about innovations that set your frontline up for success with the real-time tools and coaching – all while increasing the efficiency of people who have the greatest impact on the customer and employee experience—contact center agents, digital teams and all of the people managers in an organization—enabling them to act with empathy in real time.

Key Topics: Conversation Intelligence for Customer Service, Customer Feedback Management

Speakers:
Manisha Powar, Head of Product, XM for Customer Frontline, Qualtrics
Angie Bloyer, Enterprise Speech Analytics Manager, American Family Insurance

Only 15% of brands deliver excellent customer experiences* despite technological advancements. Customer expectations are rising, making it challenging for businesses to scale and meet demands. Everything-as-a-service (XaaS) offers a solution. No need to build from scratch, just partner with experts for seamless transformation. Hear from Devina Yadav Baker as she shares her expert guidance on using XaaS to set your company apart from competitors and become a leader in the SMB IT solutions market.

Key Topics: Digital Experience Services

Speakers:
Devina Yadav Baker, Global Head of Solutions Engineering, CloudBlue

In this session, we will showcase how Qualtrics breaks down silos in an organization by combining data from multiple channels and touchpoints and layering on deep quantitative and qualitative analytics to understand the impact between customer and employee experiences. When analyzed together, surveys, reviews, calls, chats, social, etc paint a robust and illuminating picture of your organizations experiences and their impact on your bottom line.

Key Topics: Conversation Intelligence for Customer Service, Customer Feedback Management

Speakers:
Ellen Loeshelle, Director of Product Management, Qualtrics

Leading customer-obsessed companies use CLV not just to calculate their customer’s value over time, but to understand the levers they can pull to incrementally drive individual customers toward behaviors that increase their value. KPMG’s CLV Scenario Simulation toolset gives our clients the ability to run scenarios around how pulling different levers (purchase rate, loyalty, transaction size, etc) impacts CLV, enabling organizations to act with confidence and right size investments in customer facing initiatives.

Speakers:
Timothy Collins, Director, U.S. Customer Advisory, KPMG LLP

Speakers:
Edgar Wilson II, Principal Program Manager, Microsoft

Build workflows to close the loop with customers and employees, increasing adoption, advocacy, retention, and growth. Alchemer Workflow is a no-code workflow feedback engine that builds on our survey heritage, giving users the fastest and easiest way to build customer-centric workflows. The intuitive drag-and-drop interface enables users to build workflows that listen to your survey responses enabling you to take immediate and ongoing action on the feedback you collect. With market-first connected surveys users can create continuous conversations with customers while responding and deepening relationships.

Key Topics: Consumer Intelligence, Customer Feedback Management

Speakers:
Ryan Tamminga, SVP Product and Services, Alchemer

SmileDirectClub uses Ada to build once and deploy AI-powered automation across all their customer service channels, including chat and phone support. In this session, you’ll hear about how extending automation to new channels evolved their CX org, the impact of omnichannel customer service, and the benefit of a single platform solution.

Key Topics: Conversation Intelligence for Customer Service

Speakers:
Nathan Dawson, Senior Director of Global Customer Care Technology , SmileDirectClub
Jim Monroe, Chief Customer Officer, Ada Support Inc

Generative AI is revolutionizing contact centers, breaking two-decade-long agent productivity stagnation. By automating routine tasks, it enhances agent productivity, significantly cutting operating costs. Concurrently, it elevates customer satisfaction through intelligent, personalized interactions, fundamentally transforming the customer experience. Join this session to learn how to implement generative AI into your organization to redefine contact center interactions and promote an efficient, customer-centric future.

Key Topics: Conversation Intelligence for Customer Service, Real-Time Interaction Management

Speakers:
Gustavo Sapoznik, Founder and Chief Executive Officer, ASAPP

Last year at the 2022 Forrester CX NA event, Concentrix connected with Hill’s Pet Nutrition for the first time. Since then, the two companies working together have been able to reimagine the Hill’s CFM program and collect invaluable customer insights that inform business decisions. Join Kaitlen Elmore of Concentrix and Christy Borrowman of Hill’s to learn the steps they took to transform the Hill’s feedback strategy in a single year.

Key Topics: Customer Feedback Management

Speakers:
Kaitlen Elmore, Sr. Director, Voice of the Customer Programs, Concentrix
Christy Borrowman, Digital Transformation and CX, Hill's Pet

A Conversational AI case study that showcases the benefits of modernizing contact centers through the use of AI-driven technologies. A leading global insurance group specializing in risk, retirement and health solutions, was looking to improve its customer experience and increase operational efficiency. To achieve these goals, the customer partnered with Omilia, a leading provider of conversational AI solutions, and NICE CXone the market leading CCaaS in order to transform the customer experiences.
Key Topics: Digital Experience Services & Journey Mapping Services

Speakers:
Elda Helc, Regional VP, Strategic Sales, Omilia
Shai Zorea, Digital Contacts Solution Consultant Director, PwC

Atlassian sells team collaboration software, including Jira, Confluence and Trello. As a pioneer of product-led growth, relying on user word of mouth and viral products instead of traditional enterprise sales, Atlassian’s millions of active users are seriously passionate and opinionated. There’s no shortage of feedback or suggestions about how to get the best experience out of these highly flexible SaaS products. Millions of users seek help every month, providing feedback both publicly and privately. Atlassian’s product development teams are overwhelmed, not knowing how to engage with feedback effectively, and struggling to find directional signal. Users are frustrated by the lack of response, which impacts on user experience and overall product satisfaction. Join this session to learn how Atlassian is maximising the value of customer feedback for the company and product users. Get tips on aligning with leadership on why and how to reimagine customer feedback, Building an end-to-end system that shows the company cares, and Preparing for scale at the outset, to keep up with the pace of change.

Key Topics: Consumer Intelligence, Customer Feedback Management

Speakers:
Mick Stapleton, Customer Feedback Operations & Analytics, Atlassian