2016 Insight Exchange Resources
CX professionals from all over the world are converged on Atlanta for the annual US Insight Exchange May 3-4, 2016. This was a phenomenal event. There were more sessions, more speakers, more best practices and more fun ways to connect with your CX peers than ever before. Our goal was to provide our members with an incredible educational and networking event. We hope that through the contributions and efforts CXPA members and staff, attendees were able to experience their best CX conference yet.
Below, our members can access presentations and resources from the Insight Exchange. For those in attendance, these are valuable resources to help take your learnings back to the office. For those not able to attend the Insight Exchange, we hope this gives you a glimpse of this exciting event.
There was an incredible amount of valuable CX learnings that were shared over the few days of the conference. We even had a great team of members that were blogging and podcasting from the Insight Exchange. Be sure to check them out too.
-Jeannie Walters, 360connext
-Adam Toporek, Crack the Customer Code
-Tema Frank, Frank Reactions
-Jim Rembach, Fast Leader Podcast
(All resources currently available are posted below. Additional resources will be posted as they become available.)
CXPA Innovation Award Videos are available here
Day 1- May 3rd
9:00 a.m. – 9:50 a.m. Keynote: Inspiring a Customer Centric Culture
Doug Woodard, Managing Vice President, Customer Channels, Capital One
11:20 a.m. – 12:30 p.m. Show & Tell I
Show and Tell Sessions
1. CX DIY – How to Establish a Client Experience Program on a Shoestring Budget, B2B
Lisa Nance, Treasury Client Experience Manager, Texas Capital Bank
2. Transactional Surveys: 3 Tips to Keep the Fire Alive in Your Closed-loop Feedback Program, B2B/B2C
Rebecca Lee, Senior Customer Experience Analyst, Safeco Insurance
3. Customer First Culture, B2C
Alison Circle, Chief Customer Experience Officer, Columbus Metropolitan Library
4. Six Secrets to Winning Employee Buy-In For Customer Experience Initiatives, B2B
Jim Bass, Director, Client Advocacy, ADP
5. A Cross-functional Approach to Creating a Customer-centric Culture, B2B/B2C
Suzie Dieth, Customer Experience Manager, Reliant
6. oPositive, a Social Recognition and Celebration Tool, B2B/B2C
Roger Pugsley, Director, Customer Service Excellence, Oxford Properties
7. How to Create a Winning CX Program, B2B
Bruce Anacleto, Senior Director- Total Customer Experience, EMC Corporation
8. Bringing Emotion into Customer Experience Management through Video Technology, B2B
Jane Riad, CX Innovation Architect, Cisco Systems
9. Customer Metric Development – How We Designed, Implemented, and Began Tracking an Overall Customer
Metric Within 90 Days, B2B/B2C
Jennifer Rulon, Customer Experience Manager, Indiana Farmers Mutual
10. Shifting from Metric-Centric to Customer-Centric
Raj Sivasubramanian, Senior Manager, Global Customer Insights, eBay
The Adoption of Ideas for CX Professionals
Shane Brethowr, Founding Principal, Overflow Storytelling Lab
Empathy and the Healthcare Experience
Jeannie Walters, CCXP, CEO, Speaker, Writer
Jackie McAtee, Vice President, Brand and Customer Experience Mayfair Diagnostics
Brand’s Superpower in the CX War
Michael Lenz, Global Director Brand Experience, Cisco
2:00 p.m. – 2:50 p.m. Keynote: Customer Obsession – From Amazon to Airlines to Healthcare
Curtis Kopf, Vice President of Customer Experience, Premera Blue Cross
2:50 p.m. – 3:20 p.m. Breakout Sessions
1. One Version of the Truth
Sandra Fornaiser, Global Director of Customer Experience Specialist Team, Ciena
2. 10 Every Time
David Hudson, Director of Customer Experience, Cigna
3. CX Best Practices: How to Listen with an Emotionally Tuned Ear
Stacey Nevel, VoC Consulting Director, Confirmit
4. How Starbucks built a better CX – in the cafe, on your phone and in your car
Paul Conder, Principal, Lenati
3:20 p.m. – 3:50 p.m. Networking Break and Vendor Showcase
3:50 p.m. - 4:20 p.m. Breakout Sessions
1. Five Ways to Rock Your Welcome Experience
Natalie Schneider, Vice President of Customer Experience, Anthem
2. Pay it Forward – Connecting Backstage Employees to the Customer
Michelle Morris, Associate Director of Client Experience, Crowe Horwath
3. Appreciative Inquiry as a Tool for Positive CX Revolution
Mohamed Latib, Chief Customer Officer, Periscope IQ
4. Keep Your Eye on ROI: Prioritizing CX Actions through Dollar Impact Analysis
Cynthia Grimm, Chief Customer Experience Officer, CX Solutions
Christine Mazur, Vice President, Customer Experience, CX Solutions
4:20 p.m. – 5:20 p.m. Innovation Games: Designing for Deliberation and Collaboration Luke Hohmann, Founder and CEO, Conteneo
Day 2- May 4th
8:40 a.m. – 9:30 a.m. Keynote: People Powered and Customer Driven: Lessons from Safelite
Renee Cacchillo, SVP, Customer, Brand and Technology, Safelite ®
11:10 a.m. – 11:40 a.m. Breakout Sessions
1. How can using Neuroscience improve your CX?
Lori Kirkland, Vail Resorts
2. Accelerating Consumer-Centricity in a Fortune 100 Company (FastStart CX Lab)
Geeta Wilson, Director of Customer Experience, Humana
3. The Evolution of Experience
Rob Sherrell, Founding Partner and Vice President, Sparks Grove
4. Less is More: Simplifying Your VoC to Drive Action Less is More: Simplifying Your VoC to Drive Action
Jen Rodstrom, Customer Experience Transformist, CCXP Temkin Group
11:50 a.m. – 12:20 p.m. Breakout Sessions
1. Customer Sentiment Transformation via Predictive Innovation
Bruce Anacleto, Senior Director of Global Quality and Continuous Improvement, EMC
Timothy Holtsnider, Program Manager, EMC
2. Putting Customers at the Center of Everything.. One Step at a Time
Jackie Howard, Senior VP, Sandy Spring Bank
3. The CX YoYo
Paul Cole, President, inQuba
4. Using the Forbidden Fruit of Customer Emotion to Fulfill Their Fantasies
Aiden “Emotional” Power (aka Jim Rembach), Certified Emotional Intelligence Practitioner, Beyond Morale
1:50 p.m. – 2:20 p.m. Breakout Sessions
1. Who Wants to Contact Support Anyway?
Brian Gnatt, Associate Vice President of Customer Experience, University of Maryland
2. The Evolution of CX in the US Federal Government
Stephanie Thum, Vice President of Customer Experience, Export-Import Bank of the United States
3. Customer Experience Turnarounds: Strategies That Work
Tema Frank, Frank Reactions
4. Going Beyond Surveys
Pat Gibbons, Principal/SVP, Walker
Noah Grayson, Principal, Senior Vice President, Walker
2:30 p.m. – 3:00 p.m. Breakout Sessions
1. Using Customer Conversations to Drive Intimacy
Melanie Wing, VP, Strategic Marketing and Customer Insights Leader, Equifax, Inc
2. Building a Process Improvement Culture
Jasmyn Haas, Senior Manager of Executive Relations, Verizon Wireless
3. Building a Customer Experience Roadmap
Randall Brandt, Founder and Principal, Voice Crafter
4. Approaches and Techniques for Customer Journey Mapping
Darcy Bevelacqua, Customer Experience and CRM Strategist, SuiteCX
Aileen Cahill, VP, Customer Experience, SuiteCX
3:00 p.m. – 4:00 p.m. Unwound Sharing
4:30 p.m. – 5:30 p.m. Show & Tell II
Driving Transformational Change Through Top to Bottom Engagement
Brian Andrews, Vice President, Customer Experience Engine, Sprint
Diane Magers, Office of the Customer, AT&T
Acquiring the Right Talent and Designing the Right CX Organization
Roberta O’Keith, Founder, CEO, CX Resource Management Group
Designing World-class B2B Customer Experiences
Drew Hall, CCXP, Director, SanDisk
Show and Tell Table Discussions
1. Creating a Journey Based CX Measurement Framework, B2B
Erin Van Remortel, Manager, CX Process Improvements, Verizon
2. Improve NPS Without Focusing on The Score
Jim Bass, Director, Client Advocacy, ADP
3. A Cross-functional Approach to Creating a Customer-centric Culture, B2B/B2C
Suzie Dieth, Customer Experience Manager, Reliant
4. Employee Empowerment – Financial Guidelines and Management Commitment, B2B/B2C
Roger Pugsley, Director, Customer Service Excellence, Oxford Properties
5. Global Onboarding Insight to Action: Designing, Implementing and Integrating a Global VoC Process, B2B
Mark Relich, Global Customer Experience Management, Lexmark International
6. CX DIY – How to Establish a Client Experience Program on a Shoestring Budget, B2B
Lisa Nance, Treasury Client Experience Manager, Texas Capital Bank
7. How to Deliver Customer Value Through Your Company’s Data & Technical Experts
Timothy Holtsnider, Program Manager, EMC
8. Bringing Emotion into Customer Experience Management through Video Technology, B2B
Jane Riad, CX Innovation Architect, Cisco Systems
9. Relationship Assessment Program: Successes and Lessons Learned in Customer Experience
Verwray Scott, Manager of America Customer Experience and Quality, HPE
10. Quality Service Guidelines: Developing and Implementing Values to Drive Consistent Service Delivery, B2B/B2C
Kelly Ohaver, Customer Experience Manager, City of Centennial, Colorado
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