Main Conference Day Two

7:20 Registration And Networking Breakfast Registration And Networking Breakfast

7:55 Welcome Remarks Welcome Remarks

8:00 Opening Remarks By The Conference Chair Andrew McInnes, Director of Product Marketing, Allegiance Opening Remarks By The Conference Chair Andrew McInnes Director of Product Marketing, Allegiance Andrew leads Allegiance’s product marketing efforts, helping to guide product strategy and ensure that Allegiance clients get the most value possible from existing products. Prior to joining Allegiance, he spent five years in Forrester’s Customer Experience research practice where he led the firm’s voice of customer coverage.

8:10 Keynote: Driving A Culture Of Customer Experience Innovation At The Cleveland Clinic James Merlino, Chief Experience Officer, The Cleveland Clinic Dr. Merlino will discuss the connection between employee engagement and patient satisfaction. He’ll describe how The Cleveland Clinic, a 90 year old institution built a business case to buck the traditional physician-centric culture and brand every employee as a caregiver, as well as provide a common training program for all 42,000 employees from top doctors to custodians and drive a culture of innovation. James Merlino Chief Experience Officer, The Cleveland Clinic James Merlino, MD, is the Chief Experience Officer of the Cleveland Clinic health system, and is a practicing staff colorectal surgeon in the Digestive Disease Institute. He is also the founder and current president of the Association for Patient Experience. As a member of the Clinic’s executive team, he leads initiatives to improve the patient experience across the Cleveland Clinic Health System. [read more]

8:45 Keynote: Managing Forward—Using Analytics Today To Drive Your Business Tomorrow Larry Freed, President and Chief Executive Officer, ForeSee Modern consumers are multi-channel and multi-device users. And in today’s ultra-competitive world, the experience they have with your brand, regardless of channel, is going to determine where their loyalties lie. Learn how to go beyond just listening to actually measuring and quantifying the customer experience today in a way that helps you understand and predict future success to drive your business tomorrow. Larry will discuss how satisfaction analytics can focus resources and prioritize improvements that have the greatest impact on ROI. Larry Freed President and Chief Executive Officer, ForeSee As President and CEO of ForeSee, Larry is responsible for managing the company's strategy and significant growth, since the company's founding in 2001. Larry brings more than 20 years experience in senior management and in directing ForeSee’s e-commerce and technology initiatives. An expert on the cross-channel customer experience and author of Managing Forward: How to Move From Measuring the Past [read more]

9:20 Keynote: Innovations In Customer Loyalty, Rewards and Incentives As Hilton celebrates the 25th Anniversary of Hilton Honors, learn how customer rewards have evolved over the past three decades. Jeff will reveal the latest trends in customer rewards and how they connect directly to continued loyalty and satisfaction.

9:55 Networking And Refreshment Break Networking And Refreshment Break

10:25 Keynote: Navigating U.S. Cellular’s Customer Experience Transformation Maty Kiser, Senior Director, Strategic Operational Program, U.S. Cellular U.S. Cellular is the fourth largest wireless carrier in the United States and recipient of numerous awards from J.D. Powers and Consumer Reports. See how they developed their customer experience strategy and implemented a three-year roadmap to transform the customer experience while delivering significant value to the business. You will learn: The key activities taken while developing their customer experience strategy How to obtaining funding for transformational customer experience programs How to align resources to a common purpose centered around the customer Maty Kiser Senior Director, Strategic Operational Program, U.S. Cellular Maty Kiser is Sr. Director of Strategic Operations at U.S. Cellular and leads a program expected to generate sizable benefits in value for her company. She has served as an executive at several other Fortune 500 companies delivering business capabilities and technical solutions to end customers.

11:00 Panel: Prioritizing Your Customer Experience Efforts And Proving The Value Proposition In A Cost Conscious Environment Nancy Camarota, Director, Sales Service, La-Z-Boy Jason Cieslak, Managing Director, Los Angeles, Siegel+Gale Ben Hoffman, Director, Customer Experience Management , Cigna Eric Jagher, Senior Director, Strategy, Insights and Planing, U.S Cellular Andrew McInnes, Director of Product Marketing, Allegiance Hilary Noon, VP, Customer Insight & Experience, American Cancer Society, Inc. There are hundreds of ways your organization can improve the customer experience. Customers are providing feedback everyday that can help you make improvements across all channels. However, with a limited budget and limited internal resources, how can you determine which initiatives will have the greatest impact? How can you prioritize your efforts and determine which activities are absolutely essential and which you can forgo. Nancy Camarota Director, Sales Service, La-Z-Boy Nancy Camarota serves as the Director of Customer Experience at La-Z-Boy Incorporated. Before joining La-Z-Boy, Nancy worked in high tech companies such as HP, Covad and Time Warner Telecom in roles including sales, service, marketing and operations. She has worked across industries including service and consumer goods. Nancy began specializing in customer transformation as more companies indicate [read more] Jason Cieslak Managing Director, Los Angeles, Siegel+Gale As Managing Director, Jason is responsible for Siegel+Gale’s operations on the West Coast, which include a full-service office in Los Angeles and Siegel+Gale’s Global Naming office based in San Francisco. In his role, Jason oversees all client relationships and programs for Siegel+Gale across the Western United States. In his previous role of Executive Director, Interactive Media, Jason led Siegel [read more] Ben Hoffman Director, Customer Experience Management , Cigna Ben Hoffman is currently the acting Chief Customer Officer for Cigna, a global health service company, dedicated to helping the people they serve improve their health, well-being and sense of security. His 25 years in customer experience have provided him the opportunity to work on a broad variety of initiatives and industries - from auto insurance quoting to health care to railroad yard managemen [read more] Eric Jagher Senior Director, Strategy, Insights and Planing, U.S Cellular Eric Jagher is Senior Director, Strategic Guidance, Insights, and Planning　for　U.S. Cellular, which　is the nation's sixth-largest wireless carrier. U.S. Cellular provides a comprehensive range of wireless products and services, unmatched customer service and a high-speed nationwide network to approximately 5.9 million customers in 26 states.　 Eric played a leadership role in the creation of the co [read more] Andrew McInnes Director of Product Marketing, Allegiance Andrew leads Allegiance’s product marketing efforts, helping to guide product strategy and ensure that Allegiance clients get the most value possible from existing products. Prior to joining Allegiance, he spent five years in Forrester’s Customer Experience research practice where he led the firm’s voice of customer coverage. Hilary Noon VP, Customer Insight & Experience, American Cancer Society, Inc.

11:40 Quick Stretch And Transition To Your Round Table Or The Invite Only Think Tank Quick Stretch And Transition To Your Round Table Or The Invite Only Think Tank

Interactive Roundtable Discussion GroupsInvite Only VP Think Tank 11:45 Interactive Roundtable Discussion Groups Interactive Roundtable Discussion Groups Rahel Ben-Cnaan, Director, Instructor Membership, Zumba Fitness Jim Ferron, Customer Experience Strategist, Nintendo Suzanne Hasbrouck, Senior Manager, Customer Service Development, Giant Eagle Rick Meyreles, VP, Voice of Customer World Service, American Express Travel Related Services, Inc. Chad Toppass, Customer Experience Analytics, Nintendo After a busy morning of active listening, keynotes and networking, take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you. In the last 10-15 minutes, moderators will summarize the 5 key take-aways from the roundtable. Benefits: Network with industry peers with very similar challenges, interests and responsibilities Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert Don’t miss out on any discussions or learnings by staying for the roundtable wrap ups at the end of the sessions Bonus - Leave Next Generation Customer Experience with key take-aways you can put into action as soon as you return to the office Topics: Customer-centric training, rewards and incentives How to determine when and how new social media platforms fit into your customer experience strategy Methods for combining structured and unstructured feedback mechanisms Trends and best practices for customer journey mapping Designing exceptional customer experiences Rahel Ben-Cnaan Director, Instructor Membership, Zumba Fitness Rahel is the Director of the Zumba® Instructor Network (ZINTM), a global community of Zumba Instructors who touch the lives of 14 million Zumba class participants every week. Zumba Fitness is a latin-inspired dance-fitness program, the largest branded fitness program in the world, and was named Inc. magazine’s 2012 Company of the Year. Her team drives the Company’s goal to make ZI [read more] Jim Ferron Customer Experience Strategist, Nintendo Suzanne Hasbrouck Senior Manager, Customer Service Development, Giant Eagle Suzanne has been designing strategies that create extraordinary customer experiences in retail for 10+ years, whether through operations or marketing. She currently serves as the Sr. Manager of Customer Service Development for Giant Eagle, leading the strategic direction and development for service related hiring, training, operational processes and measurement of in-store customer experience. Suz [read more] Rick Meyreles VP, Voice of Customer World Service, American Express Travel Related Services, Inc. Rick Meyreles currently serves as Vice President, Global Voice of Customer, at in the World Service division of American Express. Rick has global responsibilities for managing the end-to-end voice of customer program for American Express. These responsibilities include management of the global customer satisfaction survey platform, analysis of VoC data and collaboration with internal partners to d [read more] Chad Toppass Customer Experience Analytics, Nintendo 11:45 Invite Only VP Think Tank Invite Only VP Think Tank As a CEO or customer experience executive, it is your responsibility to prioritize customer experience and promote a customer centric value proposition throughout your organization, gain honest feedback, debate strategic ideas and share high level insights in a closed door forum.BUT YOU’RE NOT ALONE! Join your VP level peers at the Next Generation Customer Experience VP Think Tank. Take advantage of this rare opportunity to learn how your counterparts are creating innovative experiences across all consumer touch points.This is an invitation only session. If you wish to participate or would like to nominate your VP or C-level customer experience colleague, please contact Kristin Paulick, Program Director at kristin.paulick@wbresearch.com

12:30 Luncheon On The Aragon Lawn Luncheon On The Aragon Lawn

Track A: Customer Service and SupportTrack B: The Digital Customer Experien...Track C: The Connected Customer 1:30 Opening Remarks By The Track Chair Track A: Customer Service and Support Matt Vignieri, Regional Manager, Oracle Customer Service and Support Matt Vignieri Regional Manager, Oracle 1:30 Opening Remarks By The Track Chair Track B: The Digital Customer Experience Todd Wilkerson, Client Development Manager, Confirmit Opening Remarks By The Track Chair Todd Wilkerson Client Development Manager, Confirmit 1:30 Opening Remarks By The Track Chair Track C: The Connected Customer Andrew McInnes, Director of Product Marketing, Allegiance Opening Remarks By The Track Chair Andrew McInnes Director of Product Marketing, Allegiance Andrew leads Allegiance’s product marketing efforts, helping to guide product strategy and ensure that Allegiance clients get the most value possible from existing products. Prior to joining Allegiance, he spent five years in Forrester’s Customer Experience research practice where he led the firm’s voice of customer coverage.

Track A: Customer Service and SupportTrack B: The Digital Customer Experien...Track C: The Connected Customer 1:35 Customer Experience Vs. Customer Service: What Is The Difference And Which Is Most Important? Track A: Customer Service and Support Penny Sanchez, Vice President, Customer Experience Strategy, Amerigroup Customer experience is about creating a differentiated experience for your customers. We will explore in this workshop the following questions: How do you define customer experience? What does differentiated mean? And, how do your customers’ experience your business?We will discuss these topics as a group and explore success stories to give you tools to enhance your customer experience programs.Attendees will: Define customer experience and customer service Explore examples of success Debate the value of each topic to deliver a differentiated experience Share best practices Penny Sanchez Vice President, Customer Experience Strategy, Amerigroup With nearly a decade of leadership experience, Penny Sanchez heads the Amerigroup Customer Experience Strategy which is within the Customer Service Organization. As vice president of the Customer Experience Strategy, Ms. Sanchez is responsible for creation, development and execution of strategy that drives the identification of new opportunities to increase the customer experience for all of Ameri [read more] 1:35 Case Study: Creating Digital Experiences Track B: The Digital Customer Experience Michelle Adorjan Chila, Senior VP, Marketing and PR, Tacori Tacori presents a case study of what it’s like to create an entirely new website - designed with all the socialization and personalization capabilities required for todays’ tech-savvy consumer who is navigating websites less on desktops and more on tablets and mobile. This is a story of how Tacori listened to its customers to go where the consumer wanted their brand to be – and how they created digital experiences that set their brand apart. This presentation will be an ongoing discussion on how Tacori prioritized their customer experience strategies to determine the best practices for their industry and consumer. Michelle Adorjan Chila Senior VP, Marketing and PR, Tacori Michelle Adorjan Chila has headed the Marketing & Publicity department and acted as Fashion Director for TACORI for more than six years. A lifelong jewelry lover, Michelle has been involved with celebrity and style for almost a decade, and has appeared as an expert commentator on a variety of television shows and networks including – the E! Red Carpet at the Oscars Show, The Dr. Ph [read more] 1:35 Case Study: Social Enterprise Collaboration Platforms Using Multi Touch Solutions Track C: The Connected Customer Raj Rao, Vice President, eTransformation, 3M 3M is ranked #3 amongst the elite Global innovation companies with a diverse portfolio of world class products and services. Social collaboration with its customers is a key aspect of its commercialization model, and the company recently unveiled its innovation portal to the world. See how this multi-touch digital showcase provides an incredible view into the many ways that 3M improves human life through practical yet ingenious solutions. You will learn: How social collaboration model fuels 3M's product commercialization How social models drive ROI and competitive differentiation in a $30 billion conglomerate The ingenious ways to use digital channels to inspire a culture of innovation Raj Rao Vice President, eTransformation, 3M Raj Rao is Vice President for Global eTransformation with executive responsibility for accelerating Digital Marketing and eCommerce capabilities at 3M. His team champions strategic “e” initiatives in the areas of Social Business, eCommerce, 3m.com customer experience, Digital strategy roadmaps and Web content excellence. He actively partners with the company's Sales, Communications and Marketing t [read more]

Track A: Customer Service and SupportTrack B: The Digital Customer Experien...Track C: The Connected Customer 2:15 Getting Your Employees Fit For Purpose To Create The Perfect Social Customer Service Team Track A: Customer Service and Support Jeffrey Lewis, Supervisor , Zappos CLT Michelle Moore, Supervisor , Zappos CLT Discover how Zappos.com grew their gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service. Jeff and Michelle are Customer Loyalty Team Supervisors and will be discussing the Zappos Family commitment to WOW’ing their customers through service, how they retain repeat customers, what they do internally to inspire the Zappos Family culture and core values. Attendees will learn: How the Zappos Family of companies WOWs customers every day The power of repeat customers and word of mouth Why the Zappos Family culture = delivering happiness Jeffrey Lewis Supervisor , Zappos CLT Jeff has been a member of the Zappos Customer Loyalty Team since July, 2006. He is a member of the leadership team and focuses on developing our future leaders. Jeff holds prior work experience in both the banking and insurance fields. Random fun & possibly weird fact: I once fell off of a luge sled on the Olympic bobsled track in Calgary, Canada. When I reached the bottom of the t [read more] Michelle Moore Supervisor , Zappos CLT Michelle has been a member of the Customer Loyalty Team at Zappos.com since October, 2006. She is a member of the management team and in that role she is responsible for cultivating the culture and developing employees. Michelle’s favorite Zappos Core Value is Embrace and Drive Change. 2:15 Direct Response Broadcast That’s Brand Positive… No Really! Track B: The Digital Customer Experience Liam Shannon, Senior Creative Director, Global Brand Expression, Vistaprint For too long Direct Response and Brand Building have seemed mutually exclusive. Today however, VHive, the internal agency at Vistaprint, has created a campaign that breaks this paradigm – delivering strong sales and substantially moving the needle on key brand metrics. Drawing on the real world experience of having created a strong direct response campaign that also drove key brand metrics in both the US, Canada and EU, Liam Shannon of Vistaprint’s Global Brand Expression Team will share the campaign, the strategy behind it, the creative and production process, the results and the lessons applicable to any and all who seek to drive immediate sales while also establishing and enhancing a strong corporate brand message. The three pillars of Brand-Building Direct Response key to campaign success Proven solutions to the unique issues facing the direct marketer who wants to have a real impact on important brand metrics while also still driving sales. The Vistaprint testimonial campaign – how it was created, how it has performed and what we have learned in the process Liam Shannon Senior Creative Director, Global Brand Expression, Vistaprint Liam Shannon, Senior Creative Director, Global Brand Expression, Vistaprint – Building on over 25 years of experience at Agencies in Boston (Hill Holiday, ELF, Fresh Cut Grass) and New York (Ogilvy & Mather, Korey Kay & Partners), and work on national accounts including Dove Soap, Tagamet, American Express, The Irish Tourist Board and many more, Liam has brought a b [read more] 2:15 A Roadmap For Achieving A Single Customer View Through Cross-Channel Data Integration Track C: The Connected Customer Annette Gleneicki, Director, Customer Experience Management , Confirmit Outlining your cross-channel data strategy Mapping your data Tools to help your frontline The cross-channel customer experience Annette Gleneicki Director, Customer Experience Management , Confirmit Annette is a Client Services executive who has run Services departments/teams for Allegiance, Medallia, CustomerSat, and BizRate/Shopzilla, all companies focused on improving both customer and employee experiences by utilizing their software tools to facilitate listening to and operationalizing the voice of the customer. Annette started her career in this customer experience space as a VOC consult [read more]

3:00 Networking And Refreshment Break Networking And Refreshment Break

Track A: Customer Service and SupportTrack B: The Digital Customer Experien...Track C: The Connected Customer 3:30 Case Study: Creating A Sales And Service Culture Track A: Customer Service and Support Jeff Cundiff, Director, Contact Center Operations, Highlights For Children Discover how one company transformed the call center into a revenue generating sales and service culture. Walk away ready to implement key concepts and proven strategies to create a customer focused and sales ready service culture! Start with the people, “Entering on the Human” Creating a “Raving Fans” mindset Setting up the lemonade stand, building a consultative sales approach Why celebrate?... and other ideas on rewards and recognition Jeff Cundiff Director, Contact Center Operations, Highlights For Children Jeff is the Director of Customer Contact Centers at Highlights for Children, a leading publisher of educational products for children. He has led a “service and culture revolution” focused on providing “World Class” customer service that generates over $1M in annual sales. Jeff has transformed a traditional “cost center” to a revenue generating center, providing leadership and operational manageme [read more] 3:30 Improving The Online Experience By Successfully Integrating VoC Into Your Decision Making Track B: The Digital Customer Experience Sacha Adam, Senior Product Manager, TurboTax No session description available. Sacha Adam Senior Product Manager, TurboTax 3:30 Case Study: The Benefits Of Journey Mapping For Achieving An Omni Channel Customer View Track C: The Connected Customer Kim Chambers, Senior Manager, Corporate Customer Experience Management , Lexmark Hear how Journey Maps were used to: Diagnose the current experience, identifying and prioritizing improvement opportunities Drive the design of an intended customer experience, bringing the brand and business objectives together Provide a backdrop to operational and customer measures Rally governance teams to own and manage the customer experience. Kim Chambers Senior Manager, Corporate Customer Experience Management , Lexmark Kim is currently employed at Lexmark International leading the corporate Customer Experience Management agenda. In the last 4.5 years she has advanced customer experience from a VoC initiative, focused on diagnosing and attacking detractors, to a strategic corporate program attacking top priority interactions and designing differentiated experiences. When Kim isn’t working you can find her at the [read more]

Track A: Customer Service and SupportTrack B: The Digital Customer Experien...Track C: The Connected Customer 4:10 Case Study: Turning Social Media Into A Support Channel Track A: Customer Service and Support Jeff Hawley, Director, Customer Experience Management , Yamaha This session will examine how Yamaha has been able to socialize their contact center and train employees to use new channels to address customer issues. Jeff will discuss the challenges inherent in adopting new channels and also the benefits to the organization and of course, its customers.Learn: The technology needed to connect existing CRM to social channels Which platforms are working more effectively with Yamaha customers and why The internal training and structure required to incorporate social into the mix The benefits to the organization when you make this transition Jeff Hawley Director, Customer Experience Management , Yamaha Jeff Hawley is Director of the Customer Experience Group for the Yamaha Corporation of America. In his role he directs overarching marketing and customer experience initiatives online, in print and within social media to Yamaha music dealers, partners, fans and customers. As a technology evangelist, thought leader and in-demand public speaker, Jeff has worked with institutions and publications suc [read more] 4:10 Panel: Social Media At Scale—How To Grow Your Social Footprint While Still Maintaining The Appropriate Customer Engagement Levels Track B: The Digital Customer Experience Jeanne Connon, Chief Marketing Officer, FashionPlaytes Diane Ferraro, Director of Brand Experience & Marketing, Robbins Brothers, The Engagement Ring Store Jennifer Martin, Senior Social Media Specialist, Sony Electronics Once your brand adopts social media for marketing, support, product innovation, engagement, etc...How do you handle this proliferation? Panelists will address best practices for growing your social footprint without sacrificing the quality of the interaction with customers.Learn how to: Best allocate internal resources to accommodate new platforms and new uses for social within your organization Identify and leverage brand advocates to do some of the work for you How to manage new platforms and figure out what makes the most sense for your business model Jeanne Connon Chief Marketing Officer, FashionPlaytes Jeanne Connon is a start-up veteran and proven marketing entrepreneur. She has been building groundbreaking, disruptive consumer and business brands for nearly 20 years, drawing on her passion for creating simply amazing customer experiences. She comes to FashionPlaytes on the heels of her role as Chief Marketing Officer at Daily Grommet where she led acquisition, community, content and brand deve [read more] Diane Ferraro Director of Brand Experience & Marketing, Robbins Brothers, The Engagement Ring Store Jennifer Martin Senior Social Media Specialist, Sony Electronics 4:10 Case Study: Connecting Traditional Print To The Omni-Channel Experience Track C: The Connected Customer Linda Brown, Database Services and Consumer Insights, Wolverine Worldwde Consumers still love catalogs: How do you make the most of them online, in-store, and (still) in the mailbox? Wolverine Worldwide is the 3rd largest manufacturer of footwear in the world with a family of heritage brands including Merrell, Hush Puppies, Wolverine, CAT, Sperry Top-Sider, StrideRite, Saucony and Keds. This session will focus on the acceleration of tablets as a shopping device and the importance of tablet-based marketing. See how her brands merge traditional catalog assets to drive sales through an integrated approach to print, digital delivery and in-store messaging.Learning objectives: Review the impact of tablet acceleration on the consumer shopper path Example of how both printed and digital catalogs can play a strategic role in an omnichannel approach. See key KPI’s to measure business impact of your catalog Get some practical details on the digital catalog platforms available and how to launch your own program Linda Brown Database Services and Consumer Insights, Wolverine Worldwde Linda Brown brings more than 20 years of direct-to-consumer marketing and analysis experience serving the Footwear, Apparel, Athletic Clubs, Sporting Goods, Education, Telecommunications, Broadcast and Tourism industries.Linda is the Manager of Consumer Insights & Database Services for Wolverine World Wide, the third largest manufacturer of footwear in the world. She is responsible [read more]

5:00 Networking And Cocktail Reception In The Solutions Zone After a busy day of solution-focused sessions, relax with fellow speakers and attendees. Take advantage of the opportunity to network, share ideas off-line and check out new products and services from innovative customer experience providers.

6:00 Conclusion Of Day Two Conclusion Of Day Two