April 24 - 26, 2017 | Washington Marriott Wardman Park

Monday, April 24, 2017

Opening Keynote

Welcome & Opening Keynote - Speeding to Success: Quantifying the Customer Experience

8:45 a.m. - 9:45 a.m.
Gerry McGovern, Founder & CEO, Customer Carewords, & Author, Transform: A Rebel's Guide for Digital Transformation

How do you truly measure the quality of the customer experience you are delivering? How do you know you’re getting better? Amazon and Google know that the answers to these questions involve helping customers get stuff done as quickly as possible. Task completion gets you in the right ballpark, but it is speed that wins you the game of excellent customer experience. This keynote stresses how the relentless pursuit of customer convenience drives customer loyalty, retention, and revenue growth. Learn how to speed to success by measuring your results.

Coffee Break

9:45 a.m. - 10:15 a.m.

Track A - Monday

A101 - The Need for an Employee- & Customer- Centric Approach to CRM—A Case Study

10:15 a.m. - 11:00 a.m.
Bindu Nair, Manager, Healthcare CRM Practice, Accenture

CRM implementations can be difficult, often with an unacceptable failure rate. Why? In many cases, once projects pass the business case stage, IT teams assume control, leaving the process and people components of the implementation less represented. This case study examines the pitfalls of letting IT efficiency take priority over operational priorities and of letting the implementers run the show. It presents findings from an actual implementation and identifies the major factors that reinforce the need for a user- and customer-centric approach to CRM implementations to achieve organizational objectives.

A102 - The Power of Hello

11:15 a.m. - 12:00 p.m.
Jacqueline Jasionowski, Customer Experience Sales Manager, Luxtrinsic, LLC BMW of North America

In this day of technology, overbooked schedules, and multitasking, we too often forget the basic common courtesies of human interaction that could lead to exceptional customer service experiences. Participants are encouraged to examine who they are and how they want to be perceived. In this interactive session, we discuss reasons why “Hello” has become secondary and how to reframe our perspectives to reengage our families, our colleagues, and, ultimately, our customers. “The Power of Hello” will inspire you to action by breathing life into simple acts of kindness.

Keynote Lunch: How Chatbots Are Ushering in the Era of the Digital Employee

12:15 p.m. - 1:15 p.m.
sponsored by
Joe Gagnon, GM Cloud and Chief Customer Officer, Aspect

Imagine if you could hire someone who learns quickly. Someone who is always available, doesn’t require overtime pay, and will never ask for a wage increase. Someone who could help scale your service organization, but could also make your existing employees better at their jobs. Sound too good to be true? It’s not! Learn how a digital employee can provide immense value to organizations by managing repetitive tasks, freeing agents to focus on higher-value customer-centric activities, improving the routing of questions to answers, changing the dynamic of how you manage your workforce, and much more.

A103 - How to Get Your Team Obsessed With Service

1:15 p.m. - 2:00 p.m.
Jeff Toister, President, Toister Performance Solutions, Inc.

A few elite organizations have figured out how to get their customer service teams absolutely obsessed with delivering outstanding service. They somehow seem to do the right thing each and every time. The session uses experiential activities to demonstrate how you can ignite your team’s passion too. Cutting-edge research, reallife examples from leading organizations, and practical solutions are shared to help you implement these ideas in your own organizations. Participants gain the following from attending this session: how culture can influence our agents’ actions; the three essential elements of a customer-focused culture; and how to develop strategies for integrating each element into your own contact center.

Solution Sessions

2:15 p.m. - 3:00 p.m.

Open to all conference attendees and Discovery Pass holders, solution sessions are presented by conference sponsors. The sessions are educational, and the presentations typically focus on solving real-world problems using case study examples, with a question-and-answer period that follows. Check www.CustServ Experience.com, or follow #CustSE on Twitter for updates.

Top Ten Signs Your Customer Service Needs Rebooting

Abhijit Mitra, General Manager for ServiceNow Customer Service Management, ServiceNow

Join Abhijit Mitra, General Manager for ServiceNow Customer Service Management, for what promises to be an extremely entertaining and spirited 10-minute run-down of the top 10 reasons why customer service leaders need to take a good, hard look at their current approaches to service delivery right now. You'll also walk away armed with practical recommendations to enable your organization to shift from reactive to proactive customer service delivery.

Growing up Great: Building Up to Social Customer Service Maturity

Andy Davis, Director, CX Social, Clarabridge

Whether you are just beginning to engage with customers via social, or you’re a large enterprise with several-hundred-person Centers of Excellence, Andy will discuss what companies have discovered about team structure, key KPIs, and how to evolve from delivering tactical customer response to becoming strategic business partners for Customer Experience.

A104 - Building the Business Case for Advancing Customer Service Maturity

3:15 p.m. - 4:00 p.m.
Rebecca Lynn Wettemann, Vice President, Nucleus Research

Customer service organizations are faced with constantly evolving challenges and demands from increasingly tech-savvy and vocal customers. Many are also faced with trying to ensure consistent customer service while still addressing new and evolving channels? Learn how Nucleus Research’s Customer Service Maturity model can help you do both. This presentation shares the keys to advancing customer service maturity without disruption and building a business case for addressing new and evolving channels. Industry best practices based on actual customer experiences uncovered in case study research are provided. Participants leave with a checklist to prioritize their customer service technology initiatives, a road map for successful evolution without business disruption, and the tools to communicate and champion their customer service goals.

A105 - Creating a Holistic Customer Service Experience Through Integration, Analytics, & Journey Mapping

4:15 p.m. - 5:00 p.m.
A.J. Melaragno, President, Singola Consulting
Fran Horner, Managing Partner, Singola Consulting

Contact center improvements usually focus on achieving a better ROI, even at the risk of compromising customer service standards. Learn how focusing first on customer service improvements can increase ROI, deliver better service, and improve the bottom line. Learn how to leverage technology and analytics to understand the true voice of the customer and make meaningful measurements and scorecards that lead to smart business decisions. Also learn how to create a customer journey mapping process that allows you to better comprehend the total customer experience and see where and how the experience can be streamlined and improved. Done individually, integration, analytics, and journey mapping will improve the customer experience. Combining all three results in a holistic customer service strategy, happier customers, and more revenue.


Grand Opening Reception in the Customer Solutions Expo

5:00 p.m. - 7:00 p.m.

Join your peers as we celebrate the grand opening of the Customer Solutions Expo. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d’oeuvres and drinks.

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