Welcome to the Virtual CX Excellence Summit 5!
If you are interested in learning & networking with CX Corporate Experts who have been there & done that, you are in the right place!
Featuring case-studies and practical presentations by CX experts from MCCAIN FOODS, DANONE, BOEHRINGER INGELHEIM, AKQA LONDON, ZAPPOS.COM, AMERICAN AIRLINES, HAPPY COFFEE CONSULTING, SAP the Virtual CX Excellence Summit will help you master even the most challenging CX trends for the future.
At the Virtual CX Excellence Summit You Will Learn How To:
With presentations by some of the world's leading CX professionals, our interactive summit has an agenda filled with cutting-edge case studies, practical tips, as well as inspirational sessions that will help you catch up with all the latest CX trends, find what is right for your organization and learn from the success (and failures) of others! With an amazing cross-industry agenda, featuring renowned CX experts the summit will provide you with the fresh ideas, advice, and networking needed to revolutionize your customer experience strategies.
10.00 Winning Customers With A Simple & Easy CX
ARCHANA RAMACHANDRAN, Product Leader, Manage & Change Reservation, Digital Customer Experience, AMERICAN AIRLINES
10.40 How To Use Crisis To Drive Customer Centricity In Supply Chain And Beyond
MARKETA GIBSON, Vice President Global Supply Chain, MCCAIN FOODS
11.20 Giving Customers A Voice In A World Full Of Numbers
ALEX GENOV, Head of Customer Research, ZAPPOS.COM
12.00 Lunch Break
12.40 Expanding Your CX Program Beyond Customers'. How To Expand CX To Supplier Experience To Create Momentum Throughout The Entire Value Chain
Communicating with your customers is critical, but it is just as important to have constant communication with your upstream suppliers & employees to have a strong pulse on the business risks. This session will highlight the power of transforming your customer experience program beyond the customer and including the entire value chain. This will allow your organization to have strong relationships with suppliers, thus exceeding customer expectations.
KATRINA SCHIEDEMEYER, Sr. Customer Experience Center of Excellence (Supply Chain), DANONE
13.20 The Experience as a Product
Learn how Yamaha Motorsports transformed a brand's digital presence from product to customer focused by making their buying experience a product. Go for a quick ride through the buyer's journey and customer experience to map critical meaningful interactions that drive long-term winning relationships and competitive advantages. By consolidating data structures and modernizing martech systems, integrating them in efficient ways, automating redundant and predictive tasks, Yamaha was repositioned to deliver personalized content at scale that adapts to real-time buying behaviours.
LEE SOMERHALDER, Vice President, Digital Marketing, Transportation Insight
14.00 A GREAT CUSTOMER EXPERIENCE: WHY PEOPLE MATTER ( MOST) AND HOW TECHNOLOGY HELPS- SAP
IRINA PASHINA, Senior Director - Content Marketing I Content Strategy I Customer Experience & Co-Active Coach®, SAP
15.00 End of Day One
10.00 Crawl-Walk-Run: Leading CX Transformation
KAREN ROOT, Director, Experience Strategy, Boehringer Ingelheim
10.40 Does Web3 and the Metaverse improve customer experience or does customer experience improve Web3 and the Metaverse?
AHMAD SHABAZZ, Tech Leader | Customer Experience Curator | Advisory Board Member
11.20 CX Support in the era of the Activist Customer
Prabhu Kannan, Former Head Global Business Process, ByteDance
12.00 Lunch for Speakers and Delegates
12.40 Voice of the Customer: A Framework for Successful Products
Understanding, listening and empowering your customers is one of the most important ingredients to a successful CX. Shawn will discuss and share a framework that can be applied to any size organization and business model, to ensure every team within the company is aligned with purpose, mission and goals to increase growth, engagement and value of customers for brands, products and experiences.
SHAWN JOHNSON, Former GVP Global Product & Design, Discovery, Inc. | NBCUniversal | Microsoft
13.20 CX Impact on Credit Scores: How an Incomplete Customer Journey Map Can Effect Your Credit and Tarnish Your Brand
JESSE POE, Client Partner, AKQA London
14.00 Creating the Culture of Great Customer Service
SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING
15.00 End Of Event
This program can also be delivered as a tailored in-house training for your organization. We adapt the content to your industry, objectives, and level of maturity, focusing on real challenges your teams face and the decisions they need to make. In-house formats allow your people to align on a shared approach, work through relevant scenarios, and build skills they can apply immediately.
If you’re exploring an in-house option, tell us a bit about your team, priorities, and timing, and we’ll recommend the right format.
Contact us about in-house training
