Deliver Exceptional Customer Care Across All Channels

Monday, August 19, 2013

WELCOME & OPENING KEYNOTE: Earn Your Customers’ Rave
9:00 a.m. - 10:00 a.m.
Jeanne Bliss, Founder,
In an increasingly competitive environment, customer service can be the difference between winning and losing customers and also turning neutral customers into some of your biggest advocates. To do this, organizations need not only to meet customer expectations, but exceed them. Adapted from Bliss’s best-selling book, I Love You More Than My Dog; Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, this keynote focuses on what’s most important for delivering meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about deliberate decisions and actions that lead to customer rave and earn customer advocates.

Use the Voice of the Customer and Employee to Transform Customer Experiences
10:15 a.m. - 11:00 a.m.
Michael Starr, Principal, Strativity Group
Your customers and employees understand what stands between you and the customer experience you aspire to deliver. Learn how to leverage the voices of your customers and employees to identify key opportunities to transform your customer experience. Understand the role both rational and emotional aspects of the experience play on customer loyalty. Explore how gaps between employee perceptions of the experience they deliver and customer satisfaction with the experience they receive pinpoint opportunities for improvement. Discuss ways to link your customer data to financial data to build a business case for change. Case studies from financial services, healthcare, and business-to-business companies will be highlighted.

Build a Better Working World, One Employee, One Customer, One Interaction at a Time
11:15 a.m. - 12:00 p.m.
Barbara Porter, Executive Director, Ernst & Young
The value of Voice of the Customer (VoC) programs is largely understood, but to help clients find and unlock value, we cannot forget about the voice of employees. VoE is an untapped asset in many companies that can help transform VoC results. Porter shares a road map of how to use employee, customer, and operational data to deliver exceptional customer care across all channels. Attendees learn the components of the E2C process; understand the tools, technology, and talent needed to develop or enhance VoC strategy; and understand the key metrics that enable exceptional customer care across all channels.

Sponsored Keynote Luncheon: Customer Experience: Less Is More
12:00 p.m. - 1:15 p.m.
Davin Yap, Founder & CEO, Transversal Corporation Ltd.
Exceptional customer service should be the focus of customer experience. Using knowledge and “broad context” enables you to achieve this across all channels. Emerging trends and technologies makes customer experience “magic” possible, but the goal should be “more with less.”

Personal Support on a Global Scale
1:15 p.m. - 2:00 p.m.
Eric McKirdy, Global Customer Experience Manager, Communications, IAC Applications/
Learn how built a customer service system to work globally while still considering the real needs of its users. To do this, the company designed a multichannel, self-service system to accommodate all demographics represented within its 100-million-plus monthly global users. This presentation outlines the challenges for and its previous CRM platform and the vision and goals set for a new solution that’s more in line with being a top 10 U.S. site.

Solution Sessions
2:15 p.m. - 3:00 p.m.
See 20-minute presentations of some of the latest technological develop- ments in customer service and support from vendors at the conference. The specifics of these presentations will be available soon. Feel free to periodically check and follow #CustSE on Twitter for updates. All session updates will be included in the final pro- gram distributed at the Customer Service Experience 2013 conference.

2:15 p.m. - 2:35 p.m.
The Role of CRM in Transforming Today’s Modern Contact Center
Clint Oram, Co-founder and CTO, SugarCRM
Today's customers have new expectations for how they interact with brands and corporations. The explosion of social channels and mobile device usage presents new challenges when creating and managing customer support centers. But these new customer interaction points also present new opportunities to better know, connect and serve the customer. And modern, flexible CRM tools can be a catalyst in transforming contact centers towards meeting the enhanced expectations of today's customer. Join SugarCRM co-founder and CTO Clint Oram as he discusses the new demands on customer support organizations, and how modern CRM can help create next-generation call center models – through creating customer experts inside your organization.

2:40 p.m. - 3:00 p.m.
Modern Contact Center
Matt Kresch, Principal Product Strategy Director, Oracle
The introduction of social and mobile channels has left legacy contact center agent desktops as obsolete as a cellphone without a browser. To efficiently grow customer loyalty, businesses need to deliver continuous dialogues and consistent experiences as customer engagements move across channels and devices. Come learn about how the Oracle Service Cloud combines web, social and contact center experiences for a unified, multi channel service solution in the cloud.

Turn Big Data Into Insight and Action
3:15 p.m. - 4:00 p.m.
Jennifer Batley, Principal and SVP, Walker
Lee W Stephen, Senior Manager, Customer Services, EMC
Everyone is talking about Big Data, but few customer experience professionals have really figured it out. Many aren’t even sure where to start, and others struggle to optimize its potential. The challenge today is no longer getting customer information; it is figuring out how to effectively and efficiently use the volume of available information to create insights and drive meaningful action. This session provides perspective on the definition of Big Data and how it relates to customer intelligence. By contrasting different types of customers and different sources information, this session demonstrates how decision making can be greatly enhanced.

PANEL: What to Expect From Mobility and the Empowered Customer
4:15 p.m. - 5:00 p.m.
Moderator: Keith Dawson, Practice Leader, Customer Engagement, Ovum
Aphrodite Brinsmead, Analyst, Customer Interaction, Ovum
Eric McKirdy, Global Customer Experience Manager, Communications, IAC Applications/
Tanya Anne Callaway, Owner & CEO, First Touch Communications
With the popularity of smartphones and tablets, mobile devices enable organizations to leverage the three “Ts” of customer interfaces: talk, touch, and type. However, many organizations are still struggling to understand the benefits of mobility and how to incorporate it into customer service. This session covers some innovative applications in practice today, common pitfalls, and the technology’s future potential in customer service.

Additional speakers to be announced

Customer Solutions Expo Grand Opening Reception
5:00 p.m. - 6:00 p.m.
Join your peers on Monday after the sessions for the opening of the Customer Solutions Expo - featuring the CRM Evolution, SpeechTEK, and Customer Service Experience Showcases. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d'oeuvres and drinks.