Learn The Path To CX Excellence
Today’s unique winning experiences are driven by one thing: the customer. Their expectations, demands, increasing social priorities and values are calling upon companies to consider more aspects than ever in their interactions. Yet, the pathways to proactively meeting customers where, how and in what capacity, remains a mystery.
At the NGCX Virtual Event, we’re virtually connecting with the best in CX innovation. Featuring 30 minute online case studies, fireside chats, panel discussions, and town halls, the world’s biggest brands will be talking about delivering compelling experiences while also inspiring today’s modern customer.Deba Sahoo
SVP and Head of Product for Customer Journeys
Fidelity Investments
T.S. Balaji
Executive Director - Digital Experience
Cox Communications
Taryn Sims
Vice President of Marketing, Insights & Customer Engagement
Duke Energy
Alison Lichtenstein
Director, Customer Experience Design
Dow Jones
Tapiwa Mutumhe MIS, MBA
IT Manager & CEO Action for Racial Equity Fellow
Oshkosh Corporation
Jason Annecy
Senior Consultant, User Experience
UX/CX Expert
11:30 am - 12:30 pm
11:30 am - 12:30 pm
Table One: Taking Action on Voice of the Customer Data
Table Two: Employee Hiring, Onboarding & Engagement
Table Three: Digital Experience Management
12:30 pm - 12:35 pm
12:30 pm - 12:35 pm
12:35 pm - 12:55 pm
12:35 pm - 12:55 pm
Deba Sahoo, SVP and Head of Product for Customer Journeys, Fidelity Investments
In this presentation, Deba will talk about how organizations can be more effective in their digital transformation aspirations by focusing their initiatives on customer journeys and share some real-world & practical perspectives. Expect to hear about how:
12:55 pm - 1:15 pm
1:15 pm - 1:35 pm
1:15 pm - 1:35 pm
Tapiwa Mutumhe MIS, MBA, IT Manager & CEO Action for Racial Equity Fellow, Oshkosh Corporation
1:35 pm - 1:55 pm
1:35 pm - 1:55 pm
Given the staggering amount of data being collected from your customers, there should be something you can do to take that data and turn it into strategic prescriptive plans that will streamline the customer experience without the customer even knowing. Rather than just constantly reacting to complaints from your customers, this session will discuss how you can be moving from lagging indicators to leading indicators:
1:55 pm - 2:25 pm
1:55 pm - 2:25 pm
T.S. Balaji, Executive Director - Digital Experience, Cox Communications
Customer behavior can be emotional and complex, and especially given the struggles of consumers during the pandemic, all facing an uncertain future, customers want to feel that their needs are understood. How can your company stand out from the crowd and show customers that you can be trusted? This session will look at different ways to make meaningful connections with your customers and explore ways you can create value for people amid a new normal.
2:25 pm - 2:45 pm
2:25 pm - 2:45 pm
AI is not just a buzzword anymore. Not only can chatbots and other AI helpers manage customer needs in real time, but AI can be useful in several other ways across the customer lifecycle. Machine learning can drastically improve your approach to unstructured data and help uncover insights and patterns that can lead to faster business decisions and new products based on your customer’s behavior and feedback. Brands on the forefront of CX are putting data their data to work for them and using AI to help them design and deliver amazing experiences. Join this session to hear how:
2:45 pm - 3:05 pm
2:45 pm - 3:05 pm
Alison Lichtenstein, Director, Customer Experience Design, Dow Jones
3:05 pm - 3:25 pm
3:05 pm - 3:25 pm
Metrics and data driven experiences are a given, but we also have to make sure that we are able to pay our shareholders and manage their expectations given the investments we might be making in customer experience. If you can’t prove that these initiatives are making money for the company, you’ll have a harder time justifying continued spend. But it’s notoriously hard to tie a dollar value to an NPS or CSAT score or overall customer satisfaction. So, what is a CX executive to do? Join this panel to hear more about how several executives are thinking about the following points:
3:25 pm - 3:45 pm
3:25 pm - 3:45 pm
Jason Annecy, Senior Consultant, User Experience, UX/CX Expert
As CX professionals, we pride ourselves on being authorities in empathy—experts in building and wielding a superpower that enables deep understanding of the customer's perspective. But as the pandemic surges, consumer behavior and technology are changing rapidly. The combined effect of these developments can challenge our ability to remain empathetic. We may struggle with focus, positivity and a willingness to see things from another’s perspective. In this talk, learn how to bolster your superpower with empathy strength-training techniques proven to counteract the effects and build empowered teams.
3:45 pm - 4:15 pm
3:45 pm - 4:15 pm
4:15 pm - 4:15 pm
4:15 pm - 4:15 pm
Donna Elliott, Manager Customer Experience,
Dr. Leonard’s Healthcare Corp
Kevin Roskopf, Director, Customer Experience,
ibSupply.com