3 Case Studies of AI-Driven VOC Programmes
Dr. Alyona Medelyan, Thematic
Many companies collect thousands of lengthy customer surveys, but are still limited when it comes to actionable insights which drive improvements in CX. In this show and tell, you'll learn how Greyhound, Vodafone and ManpowerGroup were able to transform their approach to insights generation, reducing analytics time significantly & enhancing insights 10x.
Location: Table:1, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B, B2C2C
Show Me The Money - Use CX To Drive The Bottom Line
Andrew Million, thyssenkrupp Elevator
CX is often viewed as a “fluffy-bunny” discipline. However, CX professionals are some of the most driven people focused on KNOWING they have made a difference with the organization and customers. Many of us have backgrounds in finance, accounting, HR, operations and manufacturing - CX metrics and driving ROI are not that much different than those functional areas. We just get to connect all the dots into one bigger picture. Want to get the executive team to sign off on projects? Tie strong financial and operational metrics to CX projects and your CFO will be your biggest ally!
Location: Table:2, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B2C
Customer Degrees of Separation: Engaging Employees Across All Organization Groups to Learn How They Can Make a Difference in Customer Experience
Barbie Fink, CCXP, CXPA; formerly Adobe
Regardless of the role employees have within a company, every employee has the opportunity to make a positive difference in the experience of their customers. However, sometimes employees who are not customer-facing have a harder time understanding their impact. In this session, attendees will hear a case study of an exercise that was used to anchor a worldwide legal team at a large company around a broader purpose and help them understand their connection to customers and the impact they could have. Attendees will also have a chance to go through an abbreviated Customer Degrees of Separation exercise and will be provided with the materials and tools needed to conduct this exercise and inspire deeper thought within their own company.
Location: Table:3, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B, B2C
Don’t Stop Me Now: How to Be a CX Rock Star
Brad Linville, CCXP, Confirmit
It's all very well for customer experience professionals to understand the value of CX, but how do you bring the rest of the business along with you? How do you make them change their behavior? Encourage them to deliver actual change? It's about focusing on results. If you want to be a CX rock star, you need to get people singing your tune. That means engaging the rest of the business by keeping things simple and relevant. Think of it as a toe-tapping little number that will really stick in people's heads.
Location: Table:4, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B, B2C, B2B2C
Using Experience Design to Craft Consistently Positive Experiences
Isabelle Zdatny, Qualtrics
CX is more popular than ever before, yet most companies still struggle to deliver consistently positive experiences to their customers. Why is there such a disconnect between CX efforts and results? Well, for one thing, few organizations design customer interactions in a purposeful manner, resulting in haphazard, disjointed experiences. In this session, we’ll use real company examples to illustrate how following an Experience Design process can help you create interactions that emotionally resonate with your customers.
Location: Table:5, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B, B2C
Helpful Tips for Spreading the Power of CX Across Your Organization
Josh Beaton, Esri
Are you new to the CX profession and want to learn some helpful tips for showing others within your organization the importance of taking an outside-in approach when it comes to business strategy? If so, then please join me in going over some key concepts that can assist you when dealing with an environment that is full of competing priorities, and multiple stakeholders that span across organizational silos.
Location: Table:6, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B
Reducing Effort by Simplifying the Customer Experience
Meg Zisman, CCXP, Reliant Energy
Do more with less and reduce complexity. Learn how simplifying your customer’s experience can drive business value and improve the customer’s experience.
Location: Table:7, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2C
Selecting the Right Vendor to Support Your VoC
Nancy Flowers, CCXP, Hagerty
Google returns over 200 million results for “enterprise feedback management system” and it can be difficult to know where to start. Learn how Hagerty tackled this daunting task – how they narrowed down the field and made a decision on the right partner to help them elevate their Voice of the Member & Partner programs.
Location: Table:8, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2C
Customer Listening Architecture
Pat Gibbons, CCXP, Walker
We can’t just blast out surveys all the time – we need to be more strategic about how we gain insights from our customers. In this discussion, we’ll focus on developing the right listening architecture, to include: Who: Who should we be listening to? Where: What touchpoints should we be listening to? How: What are the best methods for each audience and each stage? Join us as we discuss a more deliberate approach that produces better insights while minimizing the burden on our customers.
Location: Table:9, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B
Help! I'm in a CX Role and Have No Idea What I am Doing! Starting a CX Program from Scratch
Roberta O'Keith, CCXP, Murphy-Hoffman Company
If you are new to CX or in a newly-created position at a company that has never really done CX before, let alone know what "CX" stands for, come learn the important "How To" steps in creating your strategy. Roberta has over 20 years defining, creating and executing CX strategies both as a practitioner and as a consultant. She has recently joined a company that gave her a blank slate to create a CX program that will help them become an industry leader in providing world-class experience for their B2B customers.
Location: Table:10, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B
CX Strategy Design with Technology Optimization
Rox Burkey, CCXP, ConvergeOne
This workshop approach is used for multiple levels of stakeholders from the organization - both for introductory approaches and to allow leadership to realize the need and benefit. Learn how to outline pre-workshop activities, how to map the customer journey elements with meeting questions – to include which ones work and which ones don't - all with the goal of identifying the needs of various stakeholders. A final report will be delivered post workshop, typically within a week, that outlines the quick hits, technology gaps, and long term strategy plan with relevant ROI elements.
Location: Table:11, Grand Ballroom
Exp Lvl: Entry (≤4 yrs), Type: B2C, B2B2C
Bringing the Customer Journey Map to Life through Immersion Experiences
Serena Riley, LLamasoft, Inc.
Customer Journey Maps are essential to understanding our customers’ experiences. But, did you know these can also be used as a tool that helps bring our employees closer to our customers, spreading customer-centricity throughout our organizations? Learn how LLamasoft, Inc.’s CX team hosts immersion experiences to bring the Customer Journey Map to life and create customer empathy.
Location: Table:12, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B
How to Increase Response Rates by 10X in your VoC and CX program
Valeria Aguerri, OPINATOR
In this session, attendants will learn effective and simple techniques that businesses from different industries are using to boost response rates in VoC, NPS, and CEM programs (up to 10 times). Through case studies, you'll learn how to create engaging, event-driven, and context-dependent interaction formats that will help you identify and solve points of customer friction.
Location: Table:13, Grand Ballroom B+C
Exp Lvl: Entry (≤4 yrs), Type: B2B, B2C
The Power of Dashboards - Sharing With Employees
Mark Relich, CCXP, Lexmark International, Inc.
You have feedback! ... but a limited staff and budget, so how do you share that information with a global workforce? Learn how you can leverage dynamic Power BI dashboards. By quickly distributing information through dashboards, employees can drill in to find the data they need to improve experiences. See customer and employee feedback examples.
Location: Table:15, Grand Ballroom B+C
Exp Lvl: Experienced (5-10 yrs), Type: B2B
Enabling a Strong Continuous Improvement Process to Drive Organizational Change and Quantifiable CX Impact
Wendi Odenhausen, Medallia
A strong continuous improvement process can be the difference between “Good” and “Great” when it comes to CX programs being truly transformational for a business. It's also one of the more difficult things for large companies to do well given numerous challenges including business complexities, resourcing concerns and silo'ed operations. Learn how one of Medallia's largest clients successfully transformed their business, incorporating governance and structure into prioritization and decision making - resulting in true organizational change, improved customer experience and measurable operational and business improvement.
Location: Table:17, Grand Ballroom B+C
Exp Lvl: Experienced (5-10 yrs), Type: B2B, B2C, B2B2C
Running an Agile CX Workshop
Valerie Peck, CCXP, East Bay Group/SuiteCX
How to plan for and execute/facilitate an Agile CX Workshop. End-to-end instruction set with work plan, approach and deliverables.
Location: Table:18, Grand Ballroom B+C
Exp Lvl: Experienced (5-10 yrs), Type: B2B, B2C, B2B2C
Long Value Chain CX Management
Brad Smith, CCXP, Vector Business Navigation
I've been recently working with manufacturers and insurance companies whose end customer experience is facilitated though a long value chain. This session will share my field notes and observations as to how to approach this type of customer experience challenges, and where to focus your metrics and measurements.
Location: Table:19, Grand Ballroom B+C
Exp Lvl: Advanced (11+ yrs), Type: B2B, B2B2C
I'm Not in Sales! How Do I Impact Customer Experience?
Maureen Cook, CCXP, Ciena
Learn how a B2B high tech company showed non-customer facing employees that they DO have an impact on customers’ experiences. After better understanding the concerns of these employees, we created an innovative, hands-on workshop to provoke new thinking, new insights, new commitments and new behaviors. The day-long workshop embodied the methodologies of customer experience practices and used a format including specialized kits, persona and cross functional group(s), all based on real a customer journey.
Location: Table:20, Imperial C
Exp Lvl: Experienced (5-10 yrs), Type: B2B
Selecting the Right Customer Engagement Program for YOUR Company
Rob Jensen, Ignite Advisory Group
Customer experience professionals utilize various mediums for engaging with their customers to collect valuable strategic, product and service feedback. Popular programs include customer surveys, user group meetings, social media, customer advisory boards and many more. And while some companies employ comprehensive, robust programs to gather client desires and suggestions, other firms may think they have this covered, but often with mixed results (at best). This session will review the pros and cons of various customer engagement methods commonly used by customer experience professionals -- which programs deliver the best results (the good), which ones tend to disappoint host companies (the bad), and which ones can backfire if not properly established, resourced and managed (the ugly).
Location: Table:21, Imperial C
Exp Lvl: Experienced (5-10 yrs), Type: B2B
Summiting the CX Mountain: Transformation Requires Everyone
Sandra Mathis, CCXP, Strong-Bridge Envision
How focused is your organization on CX? Is it a one-man (or one-team) show? Or is it embedded in the organization? Successful Customer Experience is transformative and demands the time and attention of everyone in the organization, not just a select few. This session will discuss the activities your company can take on to involve more people and create greater long-term success. We’ll discuss ways your company can better leverage existing VOC programs or other metrics to create an actionable roadmap. We’ll also highlight the importance of using a cross-functional team to not only address immediate pain points, but to contribute more ideas and action plans around innovation in the experience.
Location: Table:22, Imperial C
Exp Lvl: Experienced (5-10 yrs), Type: B2B, B2B2C
Benchmarking: Learn Where You Stand. See Where You Can Go.
Sabrina Dermody, Zendesk
How do you know what good customer experience looks like? Maybe you’re comparing between how your team is performing today vs. a month ago or a year ago. Sure, your own internal baseline is certainly a good starting point ... BUT it only offers you a limited view. In an age where CUSTOMERS are the ones dictating terms of service, it is important for businesses to know where they stand relative to their industry peers, whether comparing to competitors or ecosystem partners. This is where benchmarking comes in handy. This session covers: best practices on how to benchmark your team’s performance, findings from our very own Benchmark research to help you identify where you stand compared to your peers, and how benchmarking can help you identify operational strategies to improve your customer experience.
Location: Table:23, Imperial C
Exp Lvl: Experienced (5-10 yrs), Type: B2B2C
Change Management: A Marathon or a Sprint?
Sonya McAllister, CCXP, Walker
Most people don’t like change. That’s why the most effective CX leaders are the ones who make change happen, regardless of the obstacles in their way. Effective CX leaders understand that their role is far more than listening to customers, managing metrics and sharing customer intelligence. In addition to these responsibilities, they embrace their larger role as an important agent for change. They see how changes, large or small, can deliver a better experience for customers – and they work diligently to make it happen. Walker adapted the Sprint process from the software world to work for CX leaders. Whether you’re working on journey mapping, building a listening architecture or other aspects of CX, we’ll show you how this process can help you reach actionable results quickly – and bring about customer-focused change in your organization.
Location: Table:25, Imperial D
Exp Lvl: Experienced (5-10 yrs), Type: B2B