Thought Leader Breakouts


Wednesday, May 15 | Thought Leader Breakout Session (Round 1)

Time: 3:20 PM - 3:50 PM

Title: The HUMAN Brand: A New Way to Measure Customer Experience & It's Financial Impact

Audience: B2B, B2C, Experienced: 5-10 years of CX experience

Chris Malone, CCXP

As digital experiences have proliferated during the past decade, it seems that employee engagement and customer loyalty have become more difficult to develop and sustain. Has the effectiveness of employee and customer experience management diminished? Chris Malone, co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies, will address this question and provide insights on how to deliver experiences that build sustained employee and customer loyalty with measurable financial impact in the Digital Age.

Wednesday, May 15 | Thought Leader Breakout Session (Round 2)
Time: 4:00 PM - 4:30 PM

Title: Experience Economics: Going Beyond ROI to Measure the Value of Experience

B2B, B2C, Experienced: 5-10 years of CX experience

Dove LeBaron, CCXP


How does CX get a seat at the table with more prominent initiatives that are linked to growth? Rationales for focusing on CX tend to be driven by a gut belief that it’s just “the right thing to do”. The problem with that approach is that whether experience is a priority or not simply becomes a battle of opinions. Experience Economics is the practice of attributing value to customer experience in a way that allows us to make decisions about opportunity and focus. By striking the right balance between customer value and business value, we can be clearer about what customer experience is actually worth while also building the operational muscle for continuous improvement and greater responsiveness to customer needs.

THURSDAY, MAY 16, 2019

Thursday, May 16 | Thought Leader Breakout Session (Round 3)
Time: 11:20 AM - 11:50 AM

Title: B2B Is Different; Your CX Program Should Be Too

B2B, Entry Level: up to 4 years of CX Experience

Sonya McAllister, CCXP


Would you buy a couch… and then calculate the ROI on it? More and more, our lives as consumers are informing and setting our expectations as to how the experience in B2B should work. However, the nature of the relationships and transactions is still fundamentally different between the two – and understanding those differences can help you reach your business goals. Sonya will discuss 8 ways B2B is different from B2C – and how those differences affect your CX program.