Main Conference Day Two

8:00 Networking Breakfast Networking Breakfast

8:35 Welcome Remarks Welcome RemarksKristin Paulick, Program Director, Worldwide Business Research

8:40 Opening Remarks By The Conference Chair Jay Topper, SVP, Customer Success, Rosetta Stone Opening Remarks By The Conference Chair Jay Topper SVP, Customer Success, Rosetta Stone Jay Topper is responsible for the Customer Success organization within Rosetta Stone, including the support departments, language-learning coaches and the customer success team. Jay joined the company in 2007 as the chief information officer and held that position through the company’s April 2009 IPO. Prior to joining Rosetta Stone, Jay was chief information officer and SVP of India Operations for [read more]

8:45 Keynote: How Do We Predict What Customers Will Expect In The Near And Distant Future? Mark McCormick, SVP, Customer Experience, Wells Fargo Mark McCormick will talk about the innovative ways the Wells Fargo Internet Services Group combines ethnographic research and trendspotting, sociological, technical, and industry research to create scenarios—stories that incorporate principles—that reasonably predict what customers expect in the near future. Wells Fargo has invested in programs that go beyond modeling the future state of banking: they also teach their team members from all parts of the business how to think like futurists. This approach is important to driving innovative thinking. Mark McCormick SVP, Customer Experience, Wells Fargo Mark McCormick is Senior Vice President Internet Services Group Customer Experience for Wells Fargo. An 8-year veteran of the company, Mark is responsible for the overarching vision, strategy and design of customer experience within the interface for the Wells Fargo Online and Mobile Banking channels. Mark began his career in content and strategy development in 1986 as an acquisitions editor and d [read more]

9:20 Understanding Customer Motivation to Navigate Toward Desired Outcomes Mike Ashe, Vice President, Mattersight Mike Ashe will talk about the innovative ways Mattersight is helping its customers leverage their richest data source – the contact center – to analyze both customer and employee interactions, dissect them, and uncover transformational business insight. Once these insights are generated, they form the foundation across channels and departments to enhance customer experience initiatives and Voice of the Customer (VOC) programs. Mattersight’s unique ability to help organizations deliver the right metrics and operationalize insights is critical to achieving desired outcomes. Mike Ashe Vice President, Mattersight Mike Ashe, Vice President with Mattersight, is focused on helping customers implement and leverage predictive and behavioral analytics to improve customer experience and reduce costs. He has over 25 years experience in the CRM technology and operations consulting space and has worked with dozens of clients across multiple industries to create business value. Prior to becoming a co-founder of Matte [read more]

9:55 Keynote: Optimizing Customer Behavior in a Digital World Trae Clevenger, SVP, Innovation, Targetbase Great customer experience doesn't happen by accident. That's more true now than ever in our modern age of channel explosion and customer empowerment. Come learn how marketers are connecting the right data and customer intelligence to drive relevant, behavior-optimizing engagement…creating a customer experience engine. Trae Clevenger SVP, Innovation, Targetbase A proven innovator, Trae focuses on the integration of analytics, technology, and customer experience. As a senior strategist and analytical leader for Targetbase, he has been a key contributor to the customer engagement agency’s No. 1 ranking in analytics in the last three Forrester Wave market reports. Trae’s experience is international and comes from a variety of fields, including packaged good [read more]

10:30 Networking And Refreshment Break Networking And Refreshment Break

11:00 Keynote: Customer Experience Synergies In A Global Marketplace Jay Topper, SVP, Customer Success, Rosetta Stone Customers worldwide are raising the bar of service expectations. Complicating this, each global market has nuances that command differentiation—and yet some form of consistent customer experience is strategically beneficial. Rosetta Stone serves by language, not by market, delivering success in 24 different languages. Jay Topper explores the challenges, current and future, in delivering a global CRM experience model in today’s economy. The current drivers of a global CRM program—and what CRM means tomorrow. A social relationship strategy that can fit many markets. What the future of Customer Experience means for a global company Jay Topper SVP, Customer Success, Rosetta Stone Jay Topper is responsible for the Customer Success organization within Rosetta Stone, including the support departments, language-learning coaches and the customer success team. Jay joined the company in 2007 as the chief information officer and held that position through the company’s April 2009 IPO. Prior to joining Rosetta Stone, Jay was chief information officer and SVP of India Operations for [read more]

11:40 Keynote: Operation Customer—Special Forces Business Units To Improve The Customer Experience At Best Buy Bill Hoffman, SVP, Consumer Insight, Best Buy Best Buy has 1.5 million customer interactions yearly. With 180,000 employees talking to these customers everyday, how can you best capture such immense amounts of customer data? A solution was devised to efficiently capture this customer feedback through the eyes of the employees in one centralized location. Instead of costly focus groups, Bill Hoffman and his team created a unique database system call VOCE (Voice of the Customer Through The Employee) which allows employees to share customer comments, feedback and experiences. The findings are then analyzed by the consumer insights team to reveal issues and trends. This session will help you apply similar principles at your organization to better leverage employee feedback and translate it into actionable customer experience strategies. Bill Hoffman SVP, Consumer Insight, Best Buy

12:15 Luncheon Luncheon

Track A: Customer Feedback & Customer Lo...Track B: Customer Centric Internal Culture And External ... 1:10 Opening Remarks By The Track Chair Track A: Customer Feedback & Customer Loyalty Jack Mackey, Vice President, SMG Opening Remarks By The Track Chair Jack Mackey Vice President, SMG Jack Mackey is Vice President and "Chief Evangelist" for SMG, a leading customer experience research firm that assists companies in driving top line growth worldwide. Jack has personally consulted with organizations such as MasterCard, Disney, the International Customer Service Association and many others.　 He is a founding member of the Customer Experience Professionals Association and Past Presi [read more] 1:10 Opening Remarks By The Track Chair Track B: Customer Centric Internal Culture And External Brand Story Opening Remarks By The Track Chair

Track A: Customer Feedback & Customer Lo...Track B: Customer Centric Internal Culture And External ... 1:20 The POS Experience And Radical Loyalty Track A: Customer Feedback & Customer Loyalty Marc Parrish, VP, Retention & Loyalty Marketing, Barnes & Noble The Barnes & Noble Membership Program is one of the most successful loyalty programs, and one of the very few that is paid. Now on its 10th year anniversary, many millions of members pay $25 yearly to enjoy benefits in the BN Retail Stores and online. There are numbered days for traditional loyalty programs rewarding a free sandwich for every six sandwiches a customer paid. Loyalty programs are moving quickly into radio frequency identification (RFID) tags, wireless point-of-sale technology, and real time web services identifying customers, each customer should come away with a tailored experience at retail. In this session, Marc Parrish will examine how Barnes & Noble used customer intelligence at POS to modernize and re-engage in the dialog with BN Members, moving them towards what he describes as “Radical Loyalty”. Marc Parrish VP, Retention & Loyalty Marketing, Barnes & Noble Marc Parrish is vice president, retention & loyalty marketing, Barnes & Noble.com. In this role, Mr. Parrish oversees all aspects of our Membership program, manages our various marketing initiatives (e.g., direct, e-mail, community), and executes programs to retain and grow our customers’ loyalty to the Barnes & Noble brands.Mr. Parrish is a 20-year [read more] 1:20 Panel Discussion: Empowering Your Employees To Deliver Extraordinary Customer Experiences Track B: Customer Centric Internal Culture And External Brand Story Jason Cieslak, Managing Director, Siegel+Gale Brian Dennis, Director of Customer Service, Events & Recognition , Kohl’s Department Stores, Inc. Scott Klein, Customer Loyalty Team Manager, Zappos CLT Once you have hired and trained customer-centric employees, it is critical for you to empower them to make decisions with the customer in mind. Inspire people to think outside the box, and take risks in pursuit of an exceptional customer experience. Focus on employee happiness to create an optimal customer experience Shape your culture with core values that are utilized inside and outside the office Provide employees with the tools they need to offer the best possible customer experience Jason Cieslak Managing Director, Siegel+Gale Jason admires the kind of athletes who can lead while being part of a team. "Walter Payton, Joe Montana and Michael Jordan—I was lucky to grow up in such an era of great role models," he says. It’s not surprising, then, that his priorities as leader of Siegel+Gale’s West Coast operations reflect those of his boyhood heroes: energy, focus and clarity of purpose, along with a dose of humility. "If y [read more] Brian Dennis Director of Customer Service, Events & Recognition , Kohl’s Department Stores, Inc. Brian Dennis is the Director of Customer Service, Events and Recognition for Kohl’s Department Stores. In his current role, Dennis’s team creates and implements strategies that drive an exceptional customer experience. Kohl’s recently placed #1 for the third year in a row as the nation’s favorite fashion retail chain, according to a survey conducted by Market Force Information, a leading customer [read more] Scott Klein Customer Loyalty Team Manager, Zappos CLT My name is Scott and I'm a Bay Area kid, born in San Francisco, CA. Go SF Giants! I attended Humboldt State University in Arcata, CA, and moved to Las Vegas in 1999. After five years of working at poor service, typical Vegas call center jobs, I luckily found Zappos. I've been with Zappos CLT Inc since May 2004 and it has been hands down the best place to work. I started out on the phones, ground l [read more]

Track A: Customer Feedback & Customer Lo...Track B: Customer Centric Internal Culture And External ... 1:55 Panel Discussion: The Importance Of VoC And Data-Driven Decision Making For Your Organization Track A: Customer Feedback & Customer Loyalty Neeraj Arora, Assistant Vice President, Customer Experience, Farmers Insurance Group Jack Mackey, Vice President, SMG Candy Michael, VP, Customer Feedback Office, American General Life Companies Tracey Mustacchio, Chief Marketing Officer, Vivisimo This panel will examine the role that voice of the customer and other forms of customer data should play in product and service innovation. Panelists will analyze best practices for achieving the appropriate balance and how theories might differ depending on the industry vertical. Neeraj Arora Assistant Vice President, Customer Experience, Farmers Insurance Group Neeraj Arora is Assistant VP of Customer Experience at Farmers Insurance. He has been instrumental in shaping the path of data-driven decision making at Farmers and is helping transform the organization’s thinking on customer centricity.Neeraj leads a team of actuaries, statisticians and business managers who act as internal consultants to a variety of business groups within Farmers, including Pro [read more] Jack Mackey Vice President, SMG Jack Mackey is Vice President and "Chief Evangelist" for SMG, a leading customer experience research firm that assists companies in driving top line growth worldwide. Jack has personally consulted with organizations such as MasterCard, Disney, the International Customer Service Association and many others.　 He is a founding member of the Customer Experience Professionals Association and Past Presi [read more] Candy Michael VP, Customer Feedback Office, American General Life Companies Candy is a customer loyalty and feedback executive with over 20 years of financial services and individual life insurance operations experience. In 2006, Candy joined the Customer Feedback Office to raise customer experience to a best in class level and create a new standard of feedback collection for the American General Life Companies. Her specialties are providing design, deployment and analyti [read more] Tracey Mustacchio Chief Marketing Officer, Vivisimo Tracey Mustacchio brings more than 20 years of marketing, business development and product management experience to Vivisimo. In her current role at Vivisimo, Tracey is responsible for the company¹s global marketing initiatives, including its go-to-market and product strategies.Prior to joining Vivisimo, Tracey served as Chief Marketing Officer for TraceSecurity, an innovative SaaS-based security [read more] 1:55 Case Study From La-Z-Boy, topic pending Track B: Customer Centric Internal Culture And External Brand Story Nancy Camarota, Director, Customer Experience, La-Z-Boy Incorporated No session description available. Nancy Camarota Director, Customer Experience, La-Z-Boy Incorporated 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]

Track A: Customer Feedback & Customer Lo...Track B: Customer Centric Internal Culture And External ... 2:30 Next Level NPS: Connect Customer Lifetime Value With Revenue Growth Track A: Customer Feedback & Customer Loyalty Tabitha Dunn, Director, Customer Insights, Citrix Online Tabitha will walk you through how to best Connect customer retention behavior to how customers score on NPS Use customer metrics along the customer journey to connect behavior to value Drive improvements in your products and services with customer-focused business cases Tabitha Dunn Director, Customer Insights, Citrix Online Tabitha’s passion and commitment to seeing challenges through the eyes of customers is integrated into everything she does. Tabitha’s 10+ years of expertise has helped companies from Xerox to Citrix Online to turn a wealth of customer data into actionable information and drive bottom-line, strategic impact. Tabitha has designed successful customer experience programs at Xerox, Philips Healthcare a [read more] 2:30 Transform Your Internal Structure To Ensure A Unified And Consistent Cross-Channel Experience Track B: Customer Centric Internal Culture And External Brand Story Michael Sachs, General Manager, CRM and Owner Loyalty, Volkswagen of America Cross-channel customers are no longer the exception, they are the rule. Your customer interacts with your brand across multiple touch points, and accesses product information in a myriad of ways. Despite this fact, many organizations continue to be siloed and communication across channels remains limited.How can you better align your customer channels and communicate across functional areas to ensure a unified customer experience? Understand how your channels connect and how your customer interacts with each touch point Coordinate efforts across channels and make policies and processes consistent Relay critical customer information and feedback across all touch points Michael Sachs General Manager, CRM and Owner Loyalty, Volkswagen of America Michael Sachs has been at the forefront of redefining customer-centric communications for over 20 years. Michael began his career at Lohmeyer-Simpson Communications and Automatic Data Processing (ADP) before moving to Jaguar Cars/Ford Motor Company where he served as the Global CRM and eBusiness Manager. Michael then moved to BMW of North America where he served as Customer Experience Manager. Dur [read more]

3:00 Networking And Refreshment Break And Refreshment Break

3:15 Panel Discussion: Establish, Maintain And Track Your Customer Experience Metrics Jeff Anglin, Director, Customer Experience, Medtronic Diabetes Curtis Bingham, Founder and Executive Director, Chief Customer Officer Council Gael Lundeen, VP, Customer Experience, Pitney Bowes Hilary Noon, Vice President, Customer Insight & Experience, National Home Office, American Cancer Society, Inc. Sheri Petras, CEO, CFI Group So, how do you measure the success of your customer experience endeavors across multiple touch points? How do you convey this success to your executives to ensure continued support and funding? Panelists will walk you through the best ways to track your customer experience performance and build the business case to support each investment. How to develop and properly interpret KPIs Predict emerging customer needs based on feedback patterns How to make the business case for customer experience programs Jeff Anglin Director, Customer Experience, Medtronic Diabetes Jeff’s internal title is Customer Experience Czar, and in this role he is responsible for driving culture change to one of customer centricity, as well as to develop and implement customer retention and loyalty strategies across all customer touch points. Prior to joining Medtronic, Jeff served as Director of Sales and Marketing at LXN Corporation, an Inverness Medical company. Prior to working at [read more] Curtis Bingham Founder and Executive Director, Chief Customer Officer Council Curtis N. Bingham is the founder & executive director of the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. He was the first to promote the CCO role as catalyst for customer centricity and is the recognized authority on CCOs, having worked with more than 70 CCOs to create customer-centric cultures and drive profitable customer loyalty [read more] Gael Lundeen VP, Customer Experience, Pitney Bowes Gael Lundeen is Vice President of Customer Experience for Pitney Bowes Inc., the $6.1 billion global mailstream technology firm. In her role, she is a change agent for transforming the customer experience across a multitude of customer interactions across the company’s products and services. Ms. Lundeen has more than 25 years of experience at several Fortune 100 companies. She has actively led sev [read more] Hilary Noon Vice President, Customer Insight & Experience, National Home Office, American Cancer Society, Inc. Hilary Noon began her career working in the Office of Product Development and Licensing at the Smithsonian Institute in Washington, D.C. where her work focused on taking physical elements of the organizations’ mission and turning them into products that would meet the needs and interests of the consuming public. Since then she has continued to build on that initial experience by holding a variety [read more] Sheri Petras CEO, CFI Group As the CEO of CFI Group, Sheri manages offices across 4 continents from its world headquarters in Ann Arbor, Michigan. Sheri joined CFI Group in 2000, where she integrated Customer Satisfaction Metrics into client organizations at strategic and tactical levels. She soon became the director of U.S. Government and financial client projects. In 2006, CFI Group appointed Sheri to Partner. In 2008, she [read more]

3:55 The Three Way Balance: Influencing Your Organization's EQ (Emotional Quotient) With IQ And IT Neeraj Arora, Assistant Vice President, Customer Experience, Farmers Insurance Group Transforming your company's culture (EQ) towards customer centricity requires investments in Business Analytics (IQ) as well as technology (IT), and a whole lot of patience. Neeraj Arora Assistant Vice President, Customer Experience, Farmers Insurance Group Neeraj Arora is Assistant VP of Customer Experience at Farmers Insurance. He has been instrumental in shaping the path of data-driven decision making at Farmers and is helping transform the organization’s thinking on customer centricity.Neeraj leads a team of actuaries, statisticians and business managers who act as internal consultants to a variety of business groups within Farmers, including Pro [read more]

4:25 Closing Remarks: What Is Your Customer Experience End Game? What’s next for your customer experience initiatives? What is your ultimate goal as a customer experience executive? Are you looking to fix existing gaps in the customer experience and create steady state growth? Or, are you hoping to develop new, break-through experiential design? Discuss the future of your role and your initiatives and what might be the next customer experience game changer.

4:35 Conclusion of NGCE, See You Next Year! Conclusion of NGCE, See You Next Year!