170+ - execs in the kno · best practices and thought leadership: the best minds in customer care...

Phone: 204-953-3930 or toll-free 866-991-3555Email: [email protected]: www.execsintheknow.com/events/crs-phoenix

Register Today 30+speakers

170+ attendees

real insights

D3A Y S

az

real brands harnessing THE POWER

OF CUSTOMER CAREEmpowering organizations to infuse enhanced customer

experience & innovation, in their multi-channel service strategies

#crsummit | 2Join The Conversation:

At Execs In The Know, we have always been committed to advancing the conversation in the Customer Management Profession. In recent years, service leaders have been tasked with taking on an expanded role, with new technologies, supporting a new connected consumer, with new expectations. The Customer Response Summit is built to help service leaders navigate these waters.

The new competitive landscape is focused on Customer Experience across the enterprise. For service leaders this means delivering meaningful customer engagement across all channels. Innovative technology, enhanced processes, and empowered agents are essential to build a customer interaction that not only delivers, but also strengthens loyalty and increases satisfaction. Exceptional leaders are harnessing the power of the service channel through data, tools, and resources, to reinvent customer experience across their brand. It’s time to join these leaders and amplify your customer care strategy!

At CRS, you will not find a large trade show, with a wide net of topics. Rather, you will find a laser focused discussion for customer service experience leaders. You will find sessions designed to promote candid conversation and one-to-one engagement, with your industry peers. Tailor your experience by choosing from Beginner and Advanced sessions. Hear from and network with organizations that are on the forefront of customer service greatness.

[email protected]

866-991-3555

www.execsintheknow.com/events/crs-phoenix

REGISTER

PAST CR SUMMIT FEEDBACK

Chad’s ability to connect people creates a strong community feel and helps to break down barriers. The panels are great because you hear many points of view.

- Shellie Dow, Sr. Director, Contact Center

Nintendo of America

Just a great event with the right focus. If I could only attend one event, this would be it.

- JC Quintana, Founder, Corporate Relationship Group

Overall, I like the feel of the event: there’s a focus on best practice sharing vs. sales pitch. Strong list of companies and attendees.

- Amy Jo (AJ) Stark, Assistant VP Mobility - Digital Customer Service, AT&T

“ “ “” ” ”

95%would recommend the Customer Response Summit events to a friend or co-worker

think customer firstPowered by People. Strengthened With Knowledge. Delivered With Passion.


Take back key ideas and initiatives on:

Design - The importance of designing a comprehensive service experience

Culture - The imperative need for a Customer First Culture

Operational Success - Delivering customer experience in an omni-channel world, through effective processes and best practices

Voice of the Customer - The power to redesign the service experience for your brand

Measurement - A look at the 2016 Corporate Benchmark results; KPI benchmarking by channel

Technology – What you need to optimize your multi-channel strategy, enable cross-channel success, and heightened customer engagement

Data - The need to collect, analyze, merge, and action data across all of your channels.

Disruption - Technology that will disrupt the way you think about your service strategies

The future - Tools, challenges, and skills that will enable you to remain a leader in customer service experience

LOCATION

JW MARRIOTT DESERT RIDGE

[email protected]

866-991-3555


REGISTER

TOPIC OVERVIEW

98%were satisfied with overall

content of the forum

CRS Phoenix | feb. 23-25, 20163 Days - 30 + Speakers - 170+ Attendees

Efrain IrizarryDirector, REDcard GuestServices & Collections

Carolyn Matseshe-CrawfordVice President, Global Customer Experience Services

SPEAKERS


AGENDA AT A GLANCE

TUESDAY, FEB. 23RD, 20162:00 PM - 5:00 PM Industry Tour

5:30 PM - 7:30 PM Welcome Reception

WEDNESDAY, FEB. 24TH, 20167:30 AM - 8:30 AM Registration & Breakfast

8:30 AM - 12:00 PM Main Conference

12:00 PM - 1:00 PM Lunch

1:00 PM - 4:45 PM Main Conference

6:00 PM - 7:00 PM Cocktail Hour

7:00 PM - 10:00 PM Evening Networking Event

thursday, FEB. 25th, 20168:00 AM - 9:00 AM Registration & Breakfast

9:00 AM - 12:00 PM Main Conference

12:00 PM - 1:00 PM Lunch 1:00 PM - 3:00 PM Main Conference


Well organized and valuable sessions. The networking opportunities to talk to peers in the customer space is highly valuable.

- Aaron McMillan, Managing Director – Quality Services, Applications & Refunds, United Airlines

Action packed. Great mix of brands.”

- Michael Martin, SVP, CIBC

The food, venue and overall agenda was excellent. I feel this event has a higher level attendee which makes for very productive conversation.

- Ginna Sauerwein, Managing Director, FedEx TechConnect

“ “ “” ” ”

[email protected] 866-991-3555www.execsintheknow.com/events/crs-phoenix

REGISTER FOR CR SUMMIT PHOENIX

Catherine JensenVice President, Customer ExperienceSony Computer Entertainment America LLC

Jeff CampVice President,Call Center OperationsTXU Energy

Ginna SauerweinManaging DirectorFedEx TechConnectWestern Region

Michael MartinSenior Vice-PresidentChannel OptimizationCIBC Retail And Business Banking

Kathryn McGavickCorporate Vice President, Customer SupportOuterwall

LeAnne CrockerDirector - Global Reservation OperationsDesign & Learning CommunicationsHyatt

Razia RichterSenior Vice President Chief Customer OfficerPetco

Scott ShuteVice President of Global Customer OperationsLinkedIn

Tim HicklerVP WW Customer ServiceAmazon

Lisa OswaldSenior Vice President, Customer ServiceTravelzoo Inc.

Sally McMahonVice President Channel ManagementSiriusXM

Andrew PineVice President, Customer RelationsPorsche Cars North America

inspiring minds

Re-thinking the competitive landscape of customer care

THANK YOU to the 2016 Advisory Board

Join The Conversation: #crsummit | 5

The Customer Response Summit is about connecting with like-minded peers that are obsessed with servicing the customer. CRS provides many great opportunities to network and learn from attendees, speakers and industry experts.

• Identify best practices and discuss innovative ideas on how to serve your customer, through emerging channels.

• Ensure your brand is part of the customer success movement.

• Benchmark how brands are servicing the Connected Consumer. How does your company compare?

• Brainstorm and create customer care strategy plans within small groups. You will walk away with knowledge and ideas to take back to your team.

5 REASONS TO REGISTER TODAY Best Practices and Thought Leadership: The best minds

in customer care and customer experience will be on hand to educate, motivate, and inspire new ideas for you to take back to your team.

Industry Awareness and Education: Working with our research partner COPC Inc., Execs In The Know creates a bi-annual Customer Experience Benchmarking Study. One installment focuses on Corporate Insights and the other on Consumer Insights. While at CRS Phoenix you will get the opportunity to review the 2015 Corporate Report in detail with industry experts.

Networking: We love to network! Networking is the cornerstone to learning, opportunities, and fun. Each day has customized networking events. In addition, we create networking “moments” throughout the conference agenda to ensure that even shy people are driven to network.

A Personalized Experience: Our team is focused on ensuring that you get the most of your conference experience. We strive to understand your conference goals and help you find the right information and contacts. We focus on developing the right size and the right audience for each event, to help ensure your experience exceeds your expectations.

Brand-to-Brand Mentoring: Mentoring is the key to personal and business success. Brand-to-Brand mentoring is the key to customer success. Our 3 day Summit will allow you to learn from your peers and take back valuable insight to your brand.

CUSTOMER CARE FOR THE CONNECTED CONSUMER - FEB 23-25, 2016

1

2

3

4

5


WHO ATTENDSAt CRS Phoenix you will team up with the most inspiring minds in the industry that are devoted to creating increased competitive advantage, through the service channel. Through education, collaboration, networking, and moments of awe you will leave CRS inspired to create a new frontier of service, ready to compete in the experience economy.

the brightest minds in customer experience

The content, keynotes, and engaging conversations amongst peers, will leave you inspired and motivated to take action.

EITK works diligently to create a structured environment, with a limited amount of sponsorship opportunities. We strive for an 80-20 split to ensure the right people are part of our community, for a collaborative and educational atmosphere.

STRUCTURED ENVIRONMENT ATTENDEE SENIORITY


IS THIS THE RIGHT EVENT FOR ME?If you are a Director, VP, or C-Level employee, and focus on the customer or overall customer experience, then this is the event for you. Whether you’re in Marketing, IT, Operations, etc. there is something for everyone at CRS Phoenix. See below for a sample list of titles and brands that have attended.

BRAND TITLE

Expedia VP, Global Customer Operations, BEX

Amazon VP, WW Customer Service

Hyatt Hotels Corporation Global Director - Reservation Services

Microsoft Director Marketing

Nintendo Sr. Director, Contact Center

The Washington Post Vice President

GoDaddy Director ECommerce

Outerwall Director, Service Quality & Social Media

CIBC SVP

Beachbody Executive Director, Customer Experience

Trupanion Director of Sales

Travelzoo SVP Customer Service

Porsche Cars North America VP, Customer Relations

Kohl’s VP, Digital Customer Care

Fiserv Senior Product Training Specialist

LinkedIn VP, Global Customer Operations

Barclaycard VP, Operations Strategy

Walmart VP, Customer Care & Payments & Risk

harnessing THE POWER OF CUSTOMER CARE

Empowering organizations to infuse enhanced customer experience & innovation, in their multi-channel service strategies


PRICING


I’ve told everyone this is clearly one of THE BEST conferences I’ve ever attended. The balance of ‘work’ and ‘fun’ throughout was excellent, and the content, overall, was superb.

The intimate size and very timely and relevant nature of the content presented made this event the most valuable event I’ve attended in 15+ years.

I thought the event was very well run and enjoyed the overall structure. I have already spoke to several of my colleagues about the event and the value gained. The end user clients certainly added tremendous value as they shared best practices.

“ “ “” ” ”

[email protected]

866-991-3555


REGISTER

Early Bird - Register by Dec. 12, 2015

(USD)

Early Bird - Register by Jan. 10, 2016

(USD)

Full Price (USD)

Corporate Brand $999 $1,099 $1,299

** Prices listed below are for our Corporate Brands only. If you are a solution provider (BPO, vendor, etc.) please contact [email protected] to find out how you can participate in the Summit.

Corporate/Brand Attendee: I am a customer service/customer experience professional representing a brand. ie Target, FedEx, Amazon, etc.

Business Partner: I represent a service or solution company that is used by the service/experience community. ie. BPO, software company, etc. In order to attend, I must be a registered sponsor of the forum.

Exclusive ToursInspiring KeynotesNetworking & CollaborationInnovative IdeasActionable InsightsCX WorkshopsDynamic ExtracurricularsAnd Much More!

HIGHLIGHTS

170+ - execs in the kno · best practices and thought leadership: the best minds in customer care...

Documents