Focus Day Monday, March 26, 2012

7:45 Registration And Networking Breakfast Registration And Networking Breakfast

8:30 Opening Remarks By The Conference Chair Opening Remarks By The Conference Chair

Workshop A: Mobility And The Customer Experience Case St...Workshop B: Understanding Our Customer’s Expectations 8:45 Workshop A: Mobility And The Customer Experience Case Studies Workshop A: Mobility And The Customer Experience Case Studies Eric Petersen, Director, Digital Media, Caesars Entertainment, Inc. No session description available. Eric Petersen Director, Digital Media, Caesars Entertainment, Inc. Eric Petersen leads the New Media program for Caesars Entertainment. In this role, Eric is responsible for developing social media and mobile marketing strategies for over forty casino resorts nationwide. Eric has been in the digital marketing space for the past six years and studied at the University of Southern California. 8:45 Workshop B: Understanding Our Customer’s Expectations Workshop B: Understanding Our Customer’s Expectations Margaret Kedziora, Director, Customer Care & Quality, Philips Lighting, Philips Lighting Eddy Wong, Six Sigma Black Belt, Customer Care & Quality, Philips Lighting The Next Gen Customer Experience Event has a great deal to offer, and being a first or second time participant can be overwhelming. We decided on the first day that we needed to help you navigate the conference to better equip you to leave with ONE main learning or action. We will show everyone just how we were able to make this happen within the existing infrastructure that we have. Don’t get overwhelmed or beat yourself up on where you are on this journey Learn from others, there are a lot of companies here that have been where you are and can help you get to the next milestone just via their own experience Identify your ONE or TWO takeaways that are both…important to your organization and that you can do something about [have influence over] Margaret Kedziora Director, Customer Care & Quality, Philips Lighting, Philips Lighting Margaret I. Kędziora is the Director of Customer Care & Quality for Philips Lighting North America. In this role Margaret is responsible for effectively managing post-purchase quality Complaints, driving business process improvement activities throughout the commercial organization and actively managing the company’s NPS program. The NPS activities include managing the strategic NP [read more] Eddy Wong Six Sigma Black Belt, Customer Care & Quality, Philips Lighting Eddy H. Wong is a Six Sigma Black Belt within Customer Care & Quality for Philips Lighting North America. Eddy plays a key role in the company’s NPS program and is responsible for driving the NPS processes by taking the NPS results and turning them into improvement activities. Eddy is also responsible for working with customer service teams to improve customer satisfaction and is a [read more]

9:45 Workshop C: Next Generation Customer Segmentation and Personalization Linda DeArmand Young, Director Addressable Advertising Product Team, Acxiom Louis Rolleigh, Director, Packaged Analytics, Acxiom The world of personalization and segmentation has been propelled into the future at mach speed with the arrival of anonymous data. Every digital touch point with a consumer delivers rich anonymous data. With the explosion of digital applications and technologies combined with extensive offline and third party data, there is more data available to marketers than ever before. But how and where can you take advantage of it? Come listen and learn: How you can use your traditional CRM segmentation and newly available anonymous data to build actionable new segmentations What the future of your database marketing efforts can look like when you truly go multichannel What channels will give you the greatest ROI and how you plan for a future that will continue to deliver even more data How you can safely use anonymous data and PII data, while staying privacy compliant and consumer friendly Linda DeArmand Young Director Addressable Advertising Product Team, Acxiom Linda DeArmond Young has more than 20 years of experience in marketing strategies and technologies, and is currently the Director of Acxiom’s Addressable Advertising product team. Under Linda’s leadership, the team is focused on audience targeted advertising across online, mobile and TV channels, as well as Acxiom’s expansion into the Data Management Platform (DMP) space.While Linda currently work [read more] Louis Rolleigh Director, Packaged Analytics, Acxiom Louis is a Director of Product Management for Packaged Analytics within Acxiom’s Global Data and Data Technologies group. He has over 25 years of experience in the use of both customer and external data to optimize targeting and maximize marketing effectiveness.Louis began his career applying statistical data processing to problems in underwater acoustics for the U.S. Navy at the University of Tex [read more]

Workshop D: Inundated With Valuable And Important Data…...Workshop E: Bottom Up And Top Down Customer Experience 11:00 Workshop D: Inundated With Valuable And Important Data….Now What? Workshop D: Inundated With Valuable And Important Data….Now What? Andrew McInnes, Director, Product Marketing, Allegiance Although the measurement and monitoring of feedback varies from business to business, a common theme is the fact that all customer experience executives are tasked with finding effective means of improvement. In search of improvement, many best-in-class organizations have tapped into real-time feedback to effectively respond to people's real needs, desires, and emotions. When you listen to the voice of your customers and employees, these individuals are significantly more likely to become engaged with your business and remain loyal—and that’s an asset you can measure. This session will chart the course in utilizing new customer feedback management and analytics methods to leverage the valuable insights unveiled through feedback with an emphasis on: Collecting more data isn’t the answer… learn how to effectively translate data into action Gathering, analyzing, and reporting data throughout the entire organization Leveraging real-time voice of the customer insights to better tailor the customer experience, increase proactive service opportunities, and make more informed strategic decisions Utilizing internal employee insights to achieve significant lifts in employee engagement, satisfaction, and loyalty Andrew McInnes Director, Product Marketing, Allegiance Andrew McInnes directs product marketing at Allegiance, helping to communicate the value of current solutions and guide solutions of the future. He also contributes to industry thought leadership through blog posts, papers, webinars, and speeches. Andrew joins Allegiance from Forrester Research, where he spent five years in the firm’s customer experience research practice. As an analyst, Andrew le [read more] 11:00 Workshop E: Bottom Up And Top Down Customer Experience Workshop E: Bottom Up And Top Down Customer Experience John Birrer, SVP Customer Experience , Charter Communications, Inc. Bonita Inza, Former SVP, Associate and Customer Engagement, Bath & Body Works Transformation—Engaging The C-Suite And Achieving Cross-Functional Buy-In This workshop provides you with insight into how organizations begin a company wide customer experience transformation and walk you through best practices for achieving buy-in and measuring success. John Birrer SVP Customer Experience , Charter Communications, Inc. Industry veteran John A. Birrer serves as Charter's Senior Vice President, Customer Experience. With more than 20 years in senior-level leadership, operations, customer service and loyalty positions, Mr. Birrer leads Charter's ""Customer Experience Transformation"" initiative. Among his key responsibilities are providing strategic direction and vision for all facets of defining, developing and del [read more] Bonita Inza Former SVP, Associate and Customer Engagement, Bath & Body Works Bonita Inza recently joined Limited Brands in the newly created role of Senior Vice President, Associate and Customer Engagement for the Bath & Body Works division. In this role, she is responsible for developing and executing strategies and initiatives that deepen and enrich the associate and customer relationship. Prior to joining Bath & Body Works, Bonita held se [read more]

12:00 Luncheon For Workshop Participants Luncheon For Workshop Participants

1:00 Workshop F: Zappos Insights Tour (Shuttle will leave hotel promptly at 12:45)How could we possibly have a customer experience event 2 minutes from Zappos HQ and not go for a tour?! This is your opportunity to experience the Zappos Family culture in action. Come see for yourself how the core values are lived throughout the company. As you tour the facilities, you’ll see how the Zappos Family is motivated to Do More with Less and how to Create Fun and A little Weirdness in the workplace. There’s never a dull moment! 1:00 Workshop G: Storming The Executive Ranks: Practical Strategies To Enhance Authority And Tools To Create Priority For Customer Experience Initiatives Curtis Bingham, Founder and Executive Director, Chief Customer Officer Council Authority is the currency of the C-Suite. Most loyalty or experience executives are challenged to obtain the authority needed to influence the organization to take action to better serve customers. You must lead by influence to effectively resolve customer issues and enhance the end-to-end customer experience. There are three types of authority: borrowed, positional and earned. How do you leverage borrowed authority to the fullest while earning your own authority that eclipses all other? Based on work with more than 150 CCOs during the last decade, Curtis Bingham will lead a rapid-fire discussion of practical strategies to maximize authority and take a deep dive into tested tools to help you become invaluable to the executive team as you engage them and the rest of the organization in creating the new competitive advantage in the experience economy. This workshop is recommended for VP and above. 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]

3:15 Main Conference Kick Off Keynote: Innovations In Customer Loyalty And Rewards Programs Bill Hornbuckle, Chief Marketing Officer, MGM Resorts International Join us for the first keynote of the event as Bill Hornbuckle formally introduces you to Vegas and provides insight into MGM Resorts’ new MLife Rewards program. Find out how this innovative rewards card has led to increased customer loyalty and more personalized customer offerings. Bill Hornbuckle Chief Marketing Officer, MGM Resorts International A 33-year veteran of the gaming industry, Bill Hornbuckle serves as Chief Marketing Officer for MGM Resorts International. In this role, he provides corporate oversight for all marketing functions throughout the company, in addition to oversight for the MGM Grand Macau property. His responsibilities focus entirely on positioning the MGM Resorts portfolio of properties, driving profitability, stren [read more]

4:00 Poolside Cocktail Party Join your new customer experience peers for some fresh air and cocktails by one of the best hotel swimming pools in Las Vegas.

5:00 Conclusion Of Focus Day Conclusion Of Focus Day