Giving Customers A Voice In A World Full Of Numbers
ALEX GENOV, Head of Customer Research, ZAPPOS.COM
How To Use Crisis To Drive Customer Centricity In Supply Chain And Beyond
MARKETA GIBSON, Vice President Global Supply Chain, MCCAIN FOODS
Winning Customers With A Simple & Easy CX
ARCHANA RAMACHANDRAN, Product Leader, Manage & Change Reservation, Digital Customer Experience, AMERICAN AIRLINES
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
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
Lessons learned: From Enterprise to Start-up what not to do in CX, and why
MICHELLE MARTINEZ, Head of Customer Experience
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Crawl-Walk-Run: Leading CX Transformation
KAREN ROOT, Director, Experience Strategy, Boehringer Ingelheim
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
CX Support in the era of the Activist Customer
Prabhu Kannan, Former Head Global Business Process, ByteDance
Lunch for Speakers and Delegates
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
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
Creating the Culture of Great Customer Service
SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING
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