The Virtual Event Exclusively For CX Innovators  

February 09 - 10, 2021 |  Starts at 11:30am EST

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.

Transformative Content, Just a Click Away

Learn From A Variety of CX Experts, Debating Together

Learn from multiple, live conversations so you gain unbiased perspectives on what's working right now. (They might even disagree on some points - but you'll get the full picture.)

We Didn't Record This In The Car Last Night

It’s an NGCX Virtual Event, from the Community uniting CX executives since 2011 - so you can trust the quality of information, the presentations, and the format itself.


Finally, a Virtual Event Where You Can INTERACT

Join our virtual roundtable discussions where you’ll get face-to-face interaction with speakers, sponsors and your peers!

Our Speakers. Your Visionaries.

Elizabeth Oates

Elizabeth Oates

Senior Director, Consumer Insights

Ulta Beauty

Rebecca Lessem

Rebecca Lessem

Director, Customer Experience Center of Excellence

Con Edison

Phil Burrows

Phil Burrows

Senior Manager - Digital Growth & Transformation – Head of Digital Home internet Strategy

Verizon

Scott Burns

Scott Burns

VP, Retail Innovation, Customer Experience, & Market Intelligence

NRG

William Anderson

William Anderson

Chief Experience Officer

The First National Bank in Sioux Falls

Katrina  Schiedemeyer

Katrina Schiedemeyer

Senior Manager, Global Quality and Continuous Improvement

Oshkosh Corporation

Ryan Finch

Ryan Finch

Director, Organizational Experience

Holzer Health System

Namrata Sinha

Namrata Sinha

Director of Customer Experience

BSH Home Appliances Corporation

Mark Delembo

Mark Delembo

Director, Customer Experience

Rent-a-Center

Mark Smith

Mark Smith

President

Kitewheel

Jennifer McGinn

Jennifer McGinn

Senior Director, Product Marketing

Informatica

Deepak Gopal

Deepak Gopal

Senior Manager North America Data & AI | Data Management and Governance Practice

Accenture

Christine Rimer

Christine Rimer

Vice President, Customer Experience & Advocacy

SurveyMonkey

Matthew Cordasco

Matthew Cordasco

Vice President, Product Management

GetFeedback by SurveyMonkey

The NGCX Virtual Event Agenda

Agenda Day 1 - February 9th, 2021

  • 11:30 am - 12:30 pm

    11:30 am - 12:30 pm

    Jennifer McGinn, Senior Director, Product Marketing, Informatica
    Mark Smith, President, Kitewheel
    Deepak Gopal, Senior Manager North America Data & AI | Data Management and Governance Practice, Accenture
    Christine Rimer, Vice President, Customer Experience & Advocacy, SurveyMonkey

    Table One: Customer Experience in B2B: A Roundtable Discussion

    On average, B2B companies have a customer experience score of less than 50%, compared to averages of 65%-85% for B2C. In recent years, many B2B companies have started investing in customer experience. This shift in priority shows just how hungry customers are for improved experiences. During this B2B CX Roundtable, we will discuss three areas to prioritize:

    1.           Omnichannel Experience

    2.           Employee Experience

    3.           Personalized Experience

    Led by: Jennifer McGinn, Senior Director of Product Marketing, Informatica


    Table Two: From Crawl To Fly: Journey Analytics Lays the Foundation for CX Success

    Do you understand your customer’s journey from start to finish? Does each and every customer receive the best possible experience, every time they interact with your brand? Managing the customer journey is no longer optional if organizations want to improve overall business success. Journey analytics serves as a guide to building and orchestrating customer experience processes. We’ve designed this roundtable to help all CX leaders - from those just starting their customer journey projects to those growing existing programs. No matter where you are in the process of bringing journeys to your business, we’re confident you’ll find the content useful. During this roundtable, we will discuss:

    •            How to get started on building a customer journey program

    •            The 5 key steps to journey optimization, including journey orchestration and journey analytics

    •            Crawl/Walk/Run best practices

    Led By: Mark Smith, President, Kitewheel


    Table Three: Hosted by GetFeedback by SurveyMonkey

    Learn more
  • 12:30 pm - 12:40 pm

    12:30 pm - 12:40 pm

    Elizabeth Robillard, Program Director, NGCX 

    Learn more
  • 12:40 pm - 1:05 pm

    12:40 pm - 1:05 pm

    Elizabeth Oates, Senior Director, Consumer Insights, Ulta Beauty

    As consumers experience your product, especially during a turbulent time like a global pandemic, what emotions are solicited and what stories will be told about your brand? Market competition demands institutions to strategically deliver consistent value to consumers and deliver experiences which will author authentic stories about your brand. These stories describe the relationship and trust with your organization and impacts future behaviors and decisions. In this session, participants will learn how to drive the value equation and design experiences that promote authentic stories and brand loyalty and discuss how you can accomplish this at scale and at cost.

    Learn more
  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm

    Mark Smith, President, Kitewheel

    For too long, only large enterprises have been able to create highly customized, complex customer journeys. These organizations are breaking ground, as they’ve built innovative journeys that drive customer success. But, what about everyone else? All organizations deserve access to high end customer journey capabilities, no matter their budget or customer count.


    At the end of the day, every business should care about customer experience, which is why we’ve created simpler, out-of-the-box customer journeys. If you’re going to get started on one customer journey, how can you ensure it has the most impact? Brands can use smart channel-to-channel real-time personalization to inform the next best action served to customers. Others have optimized their path-to-purchase channel by analyzing their customer journey funnel. Even starting from a single journey can have powerful results. 


    In this webinar, we share how to get up and running on a single customer journey, and discuss how journey orchestration drives exceptional customer experience.


    In this presentation, Mark will discuss:

    • The fundamentals of Journeys-as-a-Service
    • Typical starter CX use cases that have proved to be successful in the past
    • How to create the best possible experience for your customers with journey orchestration
    • Success stories and ROI achieved from customer journeys
    • Why it’s essential to understand your customer’s journey from start to finish


    Learn more
  • 1:25 pm - 1:50 pm

    1:25 pm - 1:50 pm

    Katrina Schiedemeyer, Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation

    Technology is impacting consumer preferences and companies have to move faster than ever to adopt new technology with a customer-centric mindset. But, customers also want personalization—In an increasingly online world with self-service on the rise, customers are still looking for a 1 to 1 relationship and a personal touch. They expect to see the information and products they want where they would expect to find them. Takeaways from this session include:

    • Don’t forget that your customers aren’t just data points, they are humans
    • While chatbots and automated emails might be easier methods of contacting customers, are they too impersonal?
    • What might be the benefits of keeping some personal lines of communication open?
    • How can we strike that balance between making something easy for the customer and ourselves while also making sure they feel heard and appreciated?
    Learn more
  • 1:50 pm - 2:10 pm

    1:50 pm - 2:10 pm

    Matthew Cordasco, Vice President, Product Management, GetFeedback by SurveyMonkey
    Christine Rimer, Vice President, Customer Experience & Advocacy, SurveyMonkey

    Join GetFeedback by SurveyMonkey and TEDx speaker Jeannie Walters, to learn about ways to quantify your feedback data and how to take action to improve your customers’ experience and drive business revenue. 

     

    In this session you’ll learn:

    • Why measuring the customer experience matters
    • How to quantify customer feedback with KPIs
    • How to use feedback to drive more revenue
    Learn more
  • 2:10 pm - 2:40 pm

    2:10 pm - 2:40 pm

    Scott Burns, VP, Retail Innovation, Customer Experience, & Market Intelligence, NRG
    Phil Burrows, Senior Manager - Digital Growth & Transformation – Head of Digital Home internet Strategy, Verizon

    • What are your top organizational barriers to successful innovation & customer centricity?

    • What is the actual structure of your CX team?

    o Is it centralized or decentralized?

    o What department do you belong to? Or are you spread out across the org?

    o What do you all actually do? Are you more motivational, or operational?

    • What departments across the organization have a hand in the journeys your different customers take?

    • What are some of the things you do at your company to foster an innovative & collaborative environment across these departments?

    o What are some specific examples of how you’ve encourage this (culturally, different tools, established rituals to create momentum internally)? What has worked for you?

    Learn more
  • 2:40 pm - 3:00 pm

    2:40 pm - 3:00 pm

    Description Pending

    Learn more
  • 3:00 pm - 3:25 pm

    3:00 pm - 3:25 pm

    Namrata Sinha, Director of Customer Experience, BSH Home Appliances Corporation

    A seamless experience across all channels (both offline and on) is what your customer expects. Whether you are a retailer, an insurer, a travel exec or a telecom brand, in order to provide your customer with what they want in the channel they want it, your back end ecosystem, the departments that control them and the way you approach customer experience and outcomes likely needs an upgrade. While backend systems might not necessarily be in under your control, customer experience is. Your voice is needed to move the needle forward and your company will stall if the move towards digital transformation is not made. Digital Transformation includes:

    •        Transformations in your core infrastructure to streamline processes and unlock business value

    •        Investments in hyper personalized experiences via multiple customer touchpoints to increase engagement

    •        Shifts in operating models and organizational power structures to support tech upgrades and digital initiatives

    •        Trainings for your current workforce to prepare them for working more holistically with new tech

    Learn more
  • 3:20 pm - 3:25 pm

    3:20 pm - 3:25 pm

Agenda Day 2- February 10th, 2021

  • 12:30 pm - 12:40 pm

    12:30 pm - 12:40 pm

    Elizabeth Robillard, Program Director, NGCX 

    Learn more
  • 12:40 pm - 1:05 pm

    12:40 pm - 1:05 pm

    Rebecca Lessem, Director, Customer Experience Center of Excellence, Con Edison

    Today’s consumer interacts with you through more channels then ever, so it’s more important than ever to optimize every touch point that you have with them. In order to get more sales, have them open new accounts or take out loans, you need to make the experience they have with you seamless no matter the channel. In this solutions focused group discussion, you’ll leave with specific takeaways to exceed the expectations of today’s connected consumer. Our panel will discuss:

    • Using insights gleaned from UX programs to understand potential friction points on your mobile app or site
    • Understanding what customers expect from your brand and how to translate that experience to mobile
    • Iterating and continually testing your mobile experience 
    • Anticipating your customers’ needs and designing experiences around them
    • Looking at everything from your homepage to checkout  
    • Assessing tools you can use to help shape specific customer experiences that drive conversion
    Learn more
  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm


    Learn more
  • 1:25 pm - 1:50 pm

    1:25 pm - 1:50 pm

    Ryan Finch, Director, Organizational Experience, Holzer Health System

    Given the staggering amount of feedback being collected from your customers, how might it be used to design prescriptive actions to meet customer needs before they realize or ask themselves? Understanding customer sentiment complimented with an empathetic approach can be used to streamline and differentiate an organization’s experience offering. This session will discuss how to steer from lagging performance measures to identifying emotional touchpoints which can be used to develop effective customer astonishment strategies. 

    Learn more
  • 1:50 pm - 2:10 pm

    1:50 pm - 2:10 pm


    Learn more
  • 2:10 pm - 2:35 pm

    2:10 pm - 2:35 pm

    William Anderson, Chief Experience Officer, The First National Bank in Sioux Falls

    A truly customer centric company will have full alignment of customer and employee experience. Ideally, your CXO will oversee all customer and employee touchpoints and not just make suggestions for improvement but design new experiences from the ground up using customer data and employee feedback. An executive with this level of influence will be able to make all data transparent and give employees the ability to provide the best possible experience. This session will look at how to be:

    • Increasing the understanding of customers among all employees
    • Increasing the understanding of employees among company leaders
    • Driving deliberate, disciplined design and delivery of experiences to customers and employees
    • Creating connections between CX and EX, and advocating for the integration they require, whether technical or otherwise
    • Championing customers’ and employees’ perspectives in the company’s strategic decision-making
    • Measuring the impact of CX on employees, the impact of EX on customers, and the impact of both on the company’s KPIs
    Learn more
  • 2:35 pm - 2:55 pm

    2:35 pm - 2:55 pm


    Learn more
  • 2:55 pm - 3:20 pm

    2:55 pm - 3:20 pm

    Mark Delembo, Director, Customer Experience, Rent-a-Center

    •        Critical insights from your customers aren’t just a way for you to improve future experiences

    •        If a customer has a bad experience and provides feedback, reaching out to them to resolve their issue or try to diffuse a bad situation can turn a detractor into a advocate

    •        Is your company set up to reach back out to customers that have provided feedback to either fix a problem or let them know their feedback helped improve future experiences?

    •        What technology or strategies can help you get to this point?

    Learn more
  • 3:20 pm - 3:25 pm

    3:20 pm - 3:25 pm


    Learn more

Word On The Street

LOTS OF TAKEAWAYS

“It was great! The sessions provided valuable information that you could take back and apply to your own company step by step”

Donna Elliott, Manager Customer Experience, 
Dr. Leonard’s Healthcare Corp

CROSS INDUSTRY

“Great format with the opportunity to hear and interact with speakers from multiple industries”

Kevin Roskopf, Director, Customer Experience, 
ibSupply.com

SHARE AND LEARN

“NGCX was a great vehicle to share and learn best practices from other practitioners and vendors alike”

Sami Nuwar, VP of Customer Experience Strategy,
American Bath Group

All of the Major Players in One Place

The NGCX Audience Profile

Let’s Connect & Create A Custom Experience

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Hi, I'm Harvey, the Sponsorship Director for NGCX Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

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How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for practicing customer experience professionals. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.