Keynote Speakers

Tuesday, May 16 at 9am 

The Effortless Experience: Conquering the New Battleground for Customer Loyalty


Matthew Dixon, Ph.D.
Group Leader, Financial Services and Customer Contact Practices

CEB

Keynote Description: The most common approach to customer loyalty today is devoting limitless time, energy and resources trying to dazzle people and inspire customers’ undying loyalty. But the new book from CEB, “The Effortless Experience,” uses over five years of research and tens of thousands of respondents to reveal that the ‘dazzle factor’ is wildly overrated. Consider this: what do customers really want from their cable company, a free month of HBO when it screws up, or a fast, painless restoration of your connection? Do they want a personal relationship with their bank teller, or quick in-and-out transactions and an easy way to get a refund for an accidental overcharge? Most customers don’t want to be “wowed”; they want an effortless experience.In this enlightening keynote session, Matt Dixon, co-author of “The Effortless Experience,” will explain how a company’s ability to deliver on basic promises and solve day-to-day problems drives customer loyalty and share case studies that will inspire us to conquer the new battleground for customer loyalty. Continue...

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Tuesday, May 16 at 2pm

How Ideas Become Innovation

Karen Mangia
Vice President, Customer & Market Insights

Salesforce


Keynote Description: Are you investing to develop your next big breakthrough or market leader? The secret to success is a formula you define when you put the power of Customer Insights to work for you. Join Salesforce to learn more about how to connect customer ideas with product development executives to create customer success.

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Wednesday, May 17 at 2pm 

How to use modern technology to be more human: Rock the boat - Don't tip the boat over

Heather Figallo
Senior Director Innovation and Labs

Southwest Airlines

Keynote Description: The proliferation of digital technology, the drive for innovation and connected devices has brought about a huge shift in customer expectations. Heather will discuss how Southwest is driving innovation and designing technology changes to create even more emotional connection between customers, their brand, and their employees.

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