Name: CUSTOMER EXPERIENCE STRATEGIES SUMMIT 2021
Start: 09/11/2021 02:45 PM +00:00
End: 10/11/2021 10:00 PM +00:00

Medallia is the pioneer and market leader in Experience Management.
Medallia is the pioneer and market leader in Experience Management. Medallia&rsquo;s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, and create in-the-moment cross-sell and up-sell opportunities, providing clear and potent returns on investment.
&nbsp;

Medallia

Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value&mdash;where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our leading-edge (XI) technology platform and years of expertise, we ensure businesses understand and own the moments that matter to transform experiences today that deliver the highest business value tomorrow. CX, EX, VoC, AI, TA, ML, NPL, Analytics, Insights and more.&nbsp;

InMoment

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 5,000 people across the world. Learn more at <a href="http://www.zendesk.com">www.zendesk.com</a>.

Zendesk

SAP&rsquo;s strategy is to help every business run as an intelligent enterprise. As a market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 77% of the world&rsquo;s transaction revenue touches an SAP&reg; system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers&rsquo; businesses into intelligent enterprises. SAP helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want &ndash; without disruption. Our end-to-end suite of applications and services enables business and public customers across 25 industries globally to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improve people&rsquo;s lives. For more information, visit <a href="https://www.sap.com/index.html">www.sap.com</a>.

Uniphore is the global leader in Conversational Service Automation. The Company&rsquo;s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.
For more information, please visit <a href="https://www.uniphore.com">www.uniphore.com </a>and connect with us on <a href="https://www.linkedin.com/company/uniphore">LinkedIn</a>, <a href="https://twitter.com/uniphore">Twitter</a>, <a href="https://www.facebook.com/Uniphore">Facebook</a>, and Instagram.&nbsp;

Uniphore

Acquire is a conversational customer engagement platform that empowers companies to deliver exceptional experiences. By simplifying communication across touchpoints and tools, personalizing interactions, and enabling the ability to architect faster and more efficient processes &mdash; people, not channels, are put at the heart of customer service interactions.
Our flexible and scalable software suite offers features including live chat, video and audio calling, AI chatbots, centralized interaction management, and secure cobrowsing equipping teams to solve sales, service, and support issues easily, in real-time, and on any device. Continuously engage customers while minimizing resolution time and redundancy, and rise to the next wave of customer experience.

Acquire

Cognigy is a global leader in omnichannel Customer Service Automation. Intelligent voice and chatbots powered by its Conversational AI platform help businesses improve service quality, reduce operational costs, and support teams across the enterprise. Cognigy&rsquo;s award-winning AI understands user intents precisely and enables natural dialogs in over 100 languages. Easily scalable and pluggable, its low-code platform automates business processes through integrations into backend systems, operates as SaaS and on-premise, and is GDPR compliant. Cognigy&rsquo;s worldwide client portfolio includes BioNTech, Bosch, Fidelity Life, Lufthansa Group and 400+ other brands. Learn more at <a href="https://www.cognigy.com">cognigy.com</a>.&nbsp;

Cognigy

10:00 AM ENTER NETWORKING LOUNGE, CONNECT WITH YOUR INDUSTRY COLLEAGUES
Start your day off right and make connections with industry leaders.Join &ldquo;drop-in&rdquo; roundtables discussing current and relevant topics.
<ul>
<li>Join &ldquo;drop-in&rdquo; roundtables discussing current and relevant topics.</li>
<li>Schedule one-to-one video meetings with peers or vendors.</li>
<li>Gather essential content and get exclusive offers at virtual exhibit booths.</li>
</ul>
&nbsp;
11:00 AM WELCOME FROM YOUR HOST
Gain insight into today&rsquo;s sessions so you can get the most out of your experience and maximize your value. Discuss yesterday&rsquo;s highlights and map out your day!&nbsp;
&nbsp;
Dennis Wakabayashi, VP, Customer Experience, Team WakabayasHI
&nbsp;
11:05 AM CASE STUDY: GLOBAL HOTEL ALLIANCE
Loyalty Programs: Lessons Learned on Implementing a Customer Led Transformation That Builds Brand Loyalty&nbsp;
While many brands found themselves pivoting as a result of Covid-19, Global Hotel Alliance used the opportunity to restructure and rebrand, including making large scale changes to its loyalty program. Although this is a massive undertaking, there are also huge payoffs if done effectively. Gain inspiration and practical strategies for:
<ul>
<li>Leading big transformations involving branding, loyalty, apps, tech, and marketing collateral</li>
<li>Building a simplified customer led loyalty program across multiple brands&nbsp;</li>
<li>Shifting your thinking and offering your services to more customers</li>
<li>Redesigning your loyalty program to prioritize customers, even at a higher cost and difficulty&nbsp;</li>
</ul>
Improve your customer loyalty program through a customer led transformation
&nbsp;
Kristi Gole, VP, Head of Transformation, Global Hotel Alliance &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;
&nbsp;
11:30 PM INDUSTRY EXPERT: AI/ML: CX IN 2021 AND BEYOND
Delivering Next-Gen Customer Experiences At Scale&nbsp;
&nbsp;
Modern companies must transform their customer experiences (CX) to thrive and succeed in the post pandemic world. Organizations need to adopt emerging technologies to meet increasing customer demands. Meet customer demands by:
&nbsp;
<ul>
<li>Harnessing the power of conversational AI and automation along the entire customer journey</li>
<li>Optimize customer conversation, increase NPS, and improve efficiencies</li>
<li>Exploring best practices to accelerate your business growth with conversational AI</li>
</ul>
&nbsp;
Build and scale your capacity for CX through automation to deliver next-gen CX&nbsp;
&nbsp;
Annie Shea Weckesser, Chief Marketing and People Officer, Uniphore
Vijai Shankar, Vice President of Product Marketing, Uniphore
&nbsp;
12:00 PM CASE STUDY: GOOGLE OPG&nbsp;
Why do they buy - Key Success Strategies for Monetizing your Long-Term UX Program&nbsp;
&nbsp;
Successful companies develop amazing experiences for their users. By deploying apps, these successful brands not only wow their users; they monetize and improve the user experience. Apply best practices to:
Access the right insights across purchases to build a monetization strategy based on each user&rsquo;s in-app behavior Create novel formats with apps that diversify revenue across all verticals Build out key metrics to track how to improve user onboarding, App Stickiness, Retention, and Overall Monetisation Monetize and WOW your users through apps that support your UX program
&nbsp;
Conlyn Glover, Strategic Partnerships, Mobile Acquisitions, Google
&nbsp;
12:30 PM INDUSTRY EXPERT: AGILE CX
Building an Agile CX Tech Stack: Tricks and Tools for the next wave of CX
&nbsp;
If you want to keep up with the next wave of digital transformation, the right technology matters. Learn how to cut through the confusion and identify what you need to improve your customer journey with more personalized, dynamic experiences.&nbsp;
&nbsp;
Take away insights into how you can:&nbsp;
Upgrade your CX tech stack to enrich your customer journey, drive profits, and boost brand loyalty Unify customer communication across all channels and eliminate information silos Collect and analyze valuable insights from customer data to anticipate behavior in real-time &nbsp;
Sam Niro, Product Marketing Manager, Acquire
&nbsp;
1:00 PM NETWORKING BREAK
Build Relationships and Visit Virtual Booths
Expand your network and exchange expertise with your peers. Take advantage of our intuitive platform to deepen your knowledge and connect with industry leaders and experts.
<ul>
<li>Pose your biggest questions to leading solution providers through one-to-one video conversations or chat.</li>
<li>Join &ldquo;drop-in&rdquo; roundtables in the networking lounge and make connections that last beyond these two days.</li>
<li>Experience live demos and test drive new technology. Source leading-edge content from virtual booths.</li>
</ul>
&nbsp;
1:30 PM MEASURING ROI FOR YOUR CX INITIATIVES
Strategies and Solutions for Measuring the ROI of CX Efforts
<ul>
<li>Failing to deliver a desirable customer experience impacts the business negatively, but exceeding customer expectations can also negatively impact costs. It is essential to measure CX programs in terms of financial forecasting and ROI to strike an optimal balance. In this session, you will take back actionable strategies to:</li>
<li>Effectively convey the value of your initiatives to various business groups</li>
<li>Create a CX Viability Framework with KPIs</li>
<li>Set performance expectations for your CX efforts</li>
<li>Baseline and benchmark your CX performance</li>
</ul>
&nbsp;
Build strategies and solutions for measuring the ROI of your CX initiatives.
&nbsp;
Karan Thaker, CX Strategy &amp; Design, Sun Life Financial
&nbsp;
2:00 PM CASE STUDY: COLUMBIA SPORTSWEAR
The Value of &ldquo;Surprise&rdquo; in Your Digital Customer Experience Strategy&nbsp; with Columbia Sportswear
When planning your digital experience strategy, you are acting on a set of hypotheses about what your customers need from your brand. And when those assumptions are proven correct by your customer data, it&rsquo;s incredibly gratifying. However, the real opportunities to improve your experience come from the moments when you&rsquo;re surprised by the outcome and, therefore, get to crush false assumptions about what your customers really expect. In this session, you&rsquo;ll gain actionable solutions to:&nbsp;
&ldquo;Slam&rdquo; your assumptions about your customer and user experience to gain real learnings Take what you&rsquo;ve learned and take effective action for Experience Improvement Foster a culture that sees the value in &ldquo;surprise&rdquo; Learn from &ldquo;surprises&rdquo; in your customer &amp; user data to improve experiences
&nbsp;
Julie (JB) Booth, CX / UX Manager at Columbia Sportswear
Bill Gammell, Director of Client Experience at InMoment
&nbsp;
2:30 PM CONFERENCE SUMMARY FROM YOUR HOST
Review key insights and takeaways from the conference. Source a summary of action points to implement in your work.
&nbsp;
Dennis Wakabayashi, VP, Customer Experience, Team WakabayasHI
&nbsp;
2:40 PM VIRTUAL HAPPY HOUR
<ul>
<li>Get to know fellow delegates in &ldquo;drop-in&rdquo; virtual roundtables.</li>
<li>Engage in one-to-one video conversation with peers or vendors.</li>
<li>Connect with other attendees based on similar interests and business objectives using our &ldquo;recommend matches&rdquo; tool.</li>
</ul>
&nbsp;
3:30 PM CONFERENCE ADJOURNS

Dennis Wakabayashi

Vijai Shankar

Karan Thaker

Julie (JB) Booth

Bill Gammell

Sam Niro

Kristi Gole

Conlyn Glover

Day 2: 10th Annual Customer Experience Strategies Summit

Gain insight into today&rsquo;s sessions so you can get the most out of your experience and maximize your value. Discuss yesterday&rsquo;s highlights and map out your day!&nbsp;

Welcome to Day Two

While many brands found themselves pivoting as a result of Covid-19, Global Hotel Alliance used the opportunity to restructure and rebrand, including making large scale changes to its loyalty program. Although this is a massive undertaking, there are also huge payoffs if done effectively. Gain inspiration and practical strategies for:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Leading big transformations involving branding, loyalty, apps, tech, and marketing collateral
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Building a simplified customer led loyalty program across multiple brands&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Shifting your thinking and offering your services to more customers
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Redesigning your loyalty program to prioritize customers, even at a higher cost and difficulty&nbsp;
Improve your customer loyalty program through a customer led transformation

Loyalty Programs: Lessons Learned on Implementing a Customer Led Transformation That Builds Brand Loyalty 

Modern companies must transform their customer experiences (CX) to thrive and succeed in the post pandemic world. Organizations need to adopt emerging technologies to meet increasing customer demands. Meet customer demands by:
&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Harnessing the power of conversational AI and automation along the entire customer journey
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Optimize customer conversation, increase NPS, and improve efficiencies
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Exploring best practices to accelerate your business growth with conversational AI
&nbsp;
Build and scale your capacity for CX through automation to deliver next-gen CX&nbsp;

AI/ML: CX in 2021 and Beyond - Delivering Next-Gen Customer Experiences At Scale 

Successful companies develop amazing experiences for their users. By deploying apps, these successful brands not only wow their users; they monetize and improve the user experience. Apply best practices to:
Access the right insights across purchases to build a monetization strategy based on each user&rsquo;s in-app behavior Create novel formats with apps that diversify revenue across all verticals Build out key metrics to track how to improve user onboarding, App Stickiness, Retention, and Overall Monetisation Monetize and WOW your users through apps that support your UX program

Why do they buy - Key Success Strategies for Monetizing your Long-Term UX Program

If you want to keep up with the next wave of digital transformation, the right technology matters. Learn how to cut through the confusion and identify what you need to improve your customer journey with more personalized, dynamic experiences.&nbsp;
&nbsp;
Take away insights into how you can:&nbsp;
Upgrade your CX tech stack to enrich your customer journey, drive profits, and boost brand loyalty Unify customer communication across all channels and eliminate information silos Collect and analyze valuable insights from customer data to anticipate behavior in real-time

Building an Agile CX Tech Stack: Tricks and Tools for the next wave of CX

Failing to deliver a desirable customer experience impacts the business negatively, but exceeding customer expectations can also negatively impact costs. It is essential to measure CX programs in terms of financial forecasting and ROI to strike an optimal balance. In this session, you will take back actionable strategies to:
● &nbsp; &nbsp; &nbsp; Effectively convey the value of your initiatives to various business groups
● &nbsp; &nbsp; &nbsp; Create a CX Viability Framework with KPIs
● &nbsp; &nbsp; &nbsp; Set performance expectations for your CX efforts
● &nbsp; &nbsp; &nbsp; Baseline and benchmark your CX performance
&nbsp;
Build strategies and solutions for measuring the ROI of your CX initiatives.

Strategies and Solutions for Measuring the ROI of CX Efforts

When planning your digital experience strategy, you are acting on a set of hypotheses about what your customers need from your brand. And when those assumptions are proven correct by your customer data, it&rsquo;s incredibly gratifying. However, the real opportunities to improve your experience come from the moments when you&rsquo;re surprised by the outcome and, therefore, get to crush false assumptions about what your customers really expect. In this session, you&rsquo;ll gain actionable solutions to:&nbsp;
&ldquo;Slam&rdquo; your assumptions about your customer and user experience to gain real learnings Take what you&rsquo;ve learned and take effective action for Experience Improvement Foster a culture that sees the value in &ldquo;surprise&rdquo; Learn from &ldquo;surprises&rdquo; in your customer &amp; user data to improve experiences

The Value of “Surprise” in Your Digital Customer Experience Strategy  with Columbia Sportswear

Review key insights and takeaways from the conference. Source a summary of action points to implement in your work.

Video Archive

Speakers24 Speakers

Wolfgang Allisat

Dennis Wakabayashi

Jon Yuill

Shannon Katschilo

Dan Shorrocks

Susanna Baque

Polomi Batra

Lauren Proshan

Cliff Bosley

Sandra Fornasier

Hitesh Patel

Kristi Gole

Deborah Battaglia

Karan Thaker

David Collyer

Julie (JB) Booth

Bill Gammell

Conlyn Glover

Sam Niro

Vijai Shankar

Ratul Shah

Derek Roberti

Herbert Verschuren

Mark Nadolny

Booth7 Booth

Medallia

InMoment

Zendesk

SAP

Uniphore

Acquire

Cognigy

Video Archive

Speakers.css-1f6omqm{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#5d5d5d;font-family:'Poppins',sans-serif;margin-left:0.8rem;}24 Speakers

Wolfgang Allisat

Dennis Wakabayashi

Jon Yuill

Shannon Katschilo

Dan Shorrocks

Susanna Baque

Polomi Batra

Lauren Proshan

Cliff Bosley

Sandra Fornasier

Hitesh Patel

Kristi Gole

Deborah Battaglia

Karan Thaker

David Collyer

Julie (JB) Booth

Bill Gammell

Conlyn Glover

Sam Niro

Vijai Shankar

Ratul Shah

Derek Roberti

Herbert Verschuren

Mark Nadolny

Booth.css-7303n9{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#5d5d5d;font-family:'Poppins',sans-serif;color:#FFFFFF;margin-left:0.8rem;font-weight:400;}7 Booth

Medallia

InMoment

Zendesk

SAP

Uniphore

Acquire

Cognigy

Speakers24 Speakers

Booth7 Booth