There may be a person or team with CX in their title, but across the organization, few individuals and departments lack the ability to influence their customers' experience, for better or worse. From first impressions across all the "moments of truth" that make up customer lifetime value, capitalizing on CX opportunities requires a mindful approach to both strategy and execution, access to the right insights, and creative, open lines of communication — internally and externally.
With several iconic keynote speakers, deep-dive track sessions and workshops, peer networking, and a dynamic, interactive Experience Lounge, attendees walked away inspired, empowered, and ready to make an immediate impact on their customers' experience.
Keynote Speakers
Stan Phelps
Purple Goldfish
Pamela Gilchrist
Area Marketing Director, Chick-fil-A
Kristen Lundbeck
Sr. Manager, Advanced Advertising, Spectrum Reach
Russ Klein
CEO, American Marketing Association
Tony Bodoh
Facilitator and CX Pro
Kathy Klotz-Guest
Keeping It Human
Speaker Tracks
Insights & Moments That Matter
"The New Consumer" (Dennis Devlin) · "High Tech, Low Tech, No Tech" (Carol Rouillard, US Playing Card) · "Corporate Visits" (Mitch Tidman, Palladium Marketing) · "Digital's Trust Problem" (Alison O'Keefe, 84.51°)
Corporate Stories & Strategies
"Teen Smartphone Addiction" (Screen Education & EMI Research) · "CX in Enterprise Globalization" (Mohamed Hassan, Vocalink Global) · "Bridging the Gap" (John Stieger, Wilke Global) · "Fostering a Culture Built on CX" (LaRosa's & HyperDrive)
Engagement & Advocacy
"Beyond Automation" (Scott Sullivan, LPK) · "CX Research Without ROI Regret" · "Journey Mapping and the B2B UX" (Marc Macaluso & Jennifer Midkiff-Mitchell, Regal Beloit) · "Emerging Virtual Technologies" (Alan Hughes, Next/Now)
Experiential Learning
"Using Technology, Data & Analytics to Drive Loyalty" (Evan Carroll) · "Jobs to Be Done" (The Garage Group) · "Amplifying Weirdness" (Stan Phelps, Purple Goldfish)
2018 Sponsors
