leaders learning from leaders - execsintheknow.com · 9:00 a.m. - 9:45 a.m. the impact of a...

Marina del ReyCUSTOMER RESPONSE SUMMIT

SEPTEMBER 10TH-12TH, 2018

How to Registerexecsintheknow.com/events/marina-del-rey/

[email protected]

Join us September 10th-12th, 2018 as Customer Response Summit visits luxurious Marina del Rey. Known for its close proximity to LA’s popular tourist attractions, Venice Beach, and Santa Monica, Marina del Rey is the ideal, upscale Southern California getaway.

The summit will continue to embody our “Leaders Learning From Leaders” approach, focusing on content that is relevant to your brand and will have an impact on your customers. Network with a passionate, dedicated group of customer driven professionals who are open and willing to share best practices and opportunities for improvement. Stay on top of the latest industry trends and take back actionable ideas that will energize and strengthen your customer experience operations.

LEADERS LEARNING FROM LEADERS

LOCATIONTHE RITZ-CARLTON MARINA DEL REY

INDUSTRY TOUR

KEYNOTES

Scott ShuteVP of Global Customer OperationsLinkedIn

Elizabeth TseSenior Vice President of OperationsUpwork

Aileen AllkinsCorporate VP of Customer Service & SupportMicrosoft

Dee Ann TurnerVice President, SustainabilityChick-fil-A

First time attendee?

Receive 50% off your pass!

SPECIAL

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REASONS TO ATTEND

THANK YOU to the 2018 Advisory Board

Scott ShuteVice President of Global Customer OperationsLinkedIn

Michele WatsonSVP of Client ServicesIndeed

Ginna SauerweinManaging DirectorFedEx Services

Andrew PineProgram Director, Global Customer CulturePorsche Cars North America

Nate RosenthalHead of Customer SupportSquare

Lisa OswaldSenior Vice President, Customer ServiceTravelzoo Inc.

Jennifer HansonSr. Director, Target.com Guest Services & GiftCard OperationsTarget

Michael MartinSenior Vice President CIBC

Catherine JensenVice President, Customer ExperienceSony Computer Entertainment America LLC

LeAnne CrockerGlobal Director – Reservation ServicesHyatt Hotels Corporation

Tom WeilandVice President, Global Customer Service Amazon

Mike GathrightSVP, Hilton Reservations and Customer Care Hilton

AWARENESS AND EDUCATION While at CRS Marina del Rey you will get the opportunity to review the Customer Experience Management Benchmark Series 2018 Consumer Edition in detail, with industry experts. In addition, between our general session speakers, small brainstorming activities, and Customer Shop Talk sessions you’ll walk away with multiple new ideas and insights.

CONNECTIONS We love to network! Networking is the cornerstone to learning, opportunities, and fun. Each day has customized networking events and moments throughout the conference agenda to ensure that even shy people are comfortable enough to network.

PERSONALIZATION 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.

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HIGHLIGHTS

2REGISTER: execsintheknow.com/events/marina-del-rey

Customer Response Summit is about connecting with like-minded peers that are customer driven. 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.

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

REGISTER: execsintheknow.com/events/marina-del-rey #CRSUMMIT 3



CONFERENCE DAY 1 TUESDAY, SEPTEMBER 11, 2018

7:30 A.M. - 8:30 A.M. BREAKFAST & REGISTRATION – BALLROOM FOYER

8:30 A.M. - 9:00 A.M. OPENING – RITZ-CARLTON BALLROOM

9:00 A.M. - 9:45 A.M. THE IMPACT OF A COMPELLING CULTURECreating extraordinary customer experiences requires you to first create an extraordinary customer-focused culture. Chick-fil-A is beloved by many because it has maintained a culture that remains true to its purpose, mission and values. Join Dee Ann Turner as she walks us through five key processes that are required to shape an extraordinary corporate culture.

Dee Ann TurnerVice President, SustainabilityChick-fil-A

KEYNOTE

PRE-CONFERENCE MONDAY, SEPTEMBER 10, 2018

2:30 P.M. - 5:00 P.M. REGISTRATION – BALLROOM FOYER

5:30 P.M. - 7:30 P.M. WELCOME RECEPTION AND REGISTRATION – THE GARDENS





10:30 A.M. - 11:00 A.M. BREAK

Kyle KennedyChief Operating OfficerCOPC Inc.

John MyersVP of Service OperationsHumana

Troy StevensonVice President, Global Head of Community OperationsUber Technologies, Inc.

9:45 A.M. - 10:30 A.M. EXPLORING CX INITIATIVES THROUGH CONSUMER INSIGHTS: CXMB SERIES 2018 CONSUMER EDITION

Join COPC Inc. and an elite group of industry leaders as they discuss the results of the 2018 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report, scheduled for release during CRS Marina del Rey. The CXMB Series is the product of a research partnership between Execs In The Know and COPC Inc. Since 2012, the reports have been published bi-annually with the Consumer Edition published in the fall, followed by the Corporate Edition in late winter.

Jack MeekVP Care Strategy & OpsGoDaddy





TOPIC: Digital Messaging Customer Care at ScaleLOCATION: Admiralty

Your customers prefer to interact with your brand where it’s convenient for them - on messaging channels. This isn’t new news, but it begs some important questions. How do we execute this new reality, orchestrate customer interactions across these channels, and fit into our current people and tech environment? This session will walk you through how to think about providing digital messaging care, the benefits it holds for your business and operations, and, ultimately, how to build a scalable messaging strategy across various channels.

TOPIC: From Containment to Engagement: Why Customer Support is No Longer EnoughLOCATION: Pavilion

This interactive session will dive into the rapid evolution of customer care and how your company can keep pace by focusing on a personalized omnichannel approach. Today’s market is ever-changing and enterprises are facing increased customer demands. Join us as we explore how to manage expectations across various consumer demographic groups as well as best practices for developing a modern and successful customer engagement strategy. Finally, we’ll discuss the impact that customer engagement has on overall business strategy and success (including CX, revenue, and retention).

11:00 A.M. - 12:30 P.M. CUSTOMER SHOP TALK Customer Shop Talk sessions are small, industry expert-led discussions on a laser-focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking which sessions to attend.

TOPIC: Practical Applications of AI/RPA: What to do Today to Move the NeedleLOCATION: Plaza

There is a lot of chatter, and noise, about AI, RPA, BOTs and NLP. Does everyone need a Watson to get started with AI? Will RPA and NLP replace all human interactions? Are BOTs taking over the world?

In this session, we will explore practical ways to incorporate these newer paradigms to improve the agent experience, the customer experience, and optimize business processes to bring about digital transformation. Through use cases, we will bring to life methods to adapt and adopt these technologies today – and create a roadmap for the future.





TOPIC: Workforce AI: The Driverless Contact CenterLOCATION: Ballroom Terrace

Most organizations are just now scratching the surface of what’s possible with Artificial Intelligence. AI stands to fundamentally change the contact center both at the agent level and for supervisors, managers, workforce planners, quality analysts, and the rest of the staff. Learn how contact centers will soon be able to use the massive quantities of data on call handling, agent preferences, performance and successful outcomes to make better and automated decisions across the contact center.

12:30 P.M. - 1:30 P.M. LUNCH – BALLROOM FOYER

1:30 P.M. - 2:15 P.M. HACKING THE MILLENNIAL BRAIN TO DRIVE AN ENGAGED WORKFORCE TO BETTER SERVE YOUR CUSTOMERS

Millennials will account for 75% of the workplace by 2025. They are becoming exactly the kind of employees that an organization can leverage in today’s interconnected world. In this session, our panelists will share best practices, techniques and clues to engaging millennials in the workplace to best serve your brand.

Annette TimminsVP of Sales Strategy & SolutionsVXI Global Solutions

James AshworthManaging DirectorSouthwest Airlines

Christina KosmowskiHead of Global Customer Success & ServicesSlack

Angie PizzutiVice President, Customer Service OperationsDTE Energy





2:15 P.M. - 3:00 P.M. SCALE DOWN TO SCALE UPDoorDash is experiencing ridiculous growth and is throwing out the playbook in the process. Born just four years ago and now valued at over $1.4B, DoorDash processes millions of orders a month. Join DoorDash’s Senior Manager of Vendor Operations, Kyra Huntington, as she shares how DoorDash embraces the untraditional: ramping down their vendor partnerships during a period hypergrowth, promoting customer support leadership from other departments, and launching innovative solutions to drive deeper relationships with customers.

3:00 P.M. - 3:15 P.M. BREAK

Jarrod JohnsonChief Customer OfficerTaskUs

Kyra HuntingtonSenior Manager of Vendor OperationsDoorDash





3:15 P.M. - 4:00 P.M. MINDFULNESS IN THE WORKPLACE – DELIVERING A COMPASSIONATE CUSTOMER EXPERIENCE

Scott Shute leads LinkedIn’s Global Customer Operations. He also leads the company’s Mindfulness Programs. In this talk Scott will share how these two worlds are coming together and how mindfulness is gaining traction in the workplace. We’ll also explore how customer service organizations can use mindfulness and compassion training to help boost employee well-being, reduce stress, and increase productivity, all while delivering an improved customer experience.

Scott ShuteVP of Global Customer OperationsLinkedIn

KEYNOTE

4:00 P.M. - 6:00 P.M. INNOVATIONS LAB/COCKTAIL HOUR – MARINA VISTAOur next session enables you to view and demo many of the ideas and concepts that we discussed today plus many more. See live applications in action and learn how they can be applied to improve CX in a variety of channels and processes. In combination with our cocktail hour, the comfortable, relaxed setting is the perfect backdrop for engage conversations and learning.

6:00 P.M. - 9:00 P.M. EVENING EVENTJust sit right back and you’ll hear a tale; a tale of a fateful trip… Calling all Castaways! Join us at The Warehouse as we celebrate Gilligan Island style. We have a fun evening of great food, music and networking planned for you!

The Warehouse is located at 4499 Admiralty Way – a 5 minute walk from the hotel. Buses will begin departing from hotel lobby at 6:10 P.M. and will be running to and from the Warehouse all night.




8:00 A.M. - 9:00 A.M. BREAKFAST – BALLROOM FOYER

9:00 A.M. - 9:15 A.M. OPENING – RITZ-CARLTON BALLROOM

9:15 A.M. - 10:00 A.M. BEYOND DIGITAL TRANSFORMATION The support industry is undergoing a huge digital transformation. Customers’ expectations are continuously evolving with advances in technology and the customer experience is becoming more significant in purchase decisions. While technology plays a significant role in how we support our customers now, and in the future, people are at the heart of support. Aileen Allkins shares how Microsoft is fostering a culture of customer obsession and growth mindset among their people and suppliers to accelerate their digital support transformation.

CONFERENCE DAY 2 WEDNESDAY, SEPTEMBER 12, 2018

KEYNOTEAileen AllkinsCorporate VP of Customer Service & SupportMicrosoft

10:00 A.M. - 11:30 A.M. MOMENTS OF BRILLIANCEMoments of Brilliance are 15 minute sessions that attendees will self-select and rotate through every 15 minutes. We will have a total of five simultaneous sessions taking place. Attendees will select 3 of the 5 opportunities available to attend and rotate based on self-selection and interest.

TOPIC: Coming back to Earth: Five Ways to Make AI Real in Customer CareLOCATION: Admiralty

In every company, your CTO, and CMO are spending a lot on artificial intelligence technologies. But in the world of customer care, what has AI done for you? Get five practical tips, that go beyond typical vendor promises and understand how to operationalize the technology and make it real. Sutherland and SONY will share lessons learned...





TOPIC: How conversational IVR can rescue your brandLOCATION: Ballroom Terrace

Is your IVR helping or hurting your brand? As consumers become more tech-savvy, they are also becoming more impatient with traditional IVR touchtone and directed dialog IVRs. Conversational IVRs elevate the customer experience by using Natural Language Understanding (NLU) to replace menus and options with a human-like conversational interface. NLU technology is easier and faster, reduces cost by eliminating misroutes, and improves automation rates by getting more callers to their desired self-service information.

In this session, you will learn how Convergys partnered with FirstEnergy to replace its underperforming IVR with an award-winning NLU application that allows callers to say what they want in their own words. You will leave with a greater understanding of how conversational IVR can help you achieve dramatic results, including lower costs, increased customer satisfaction, and rapid return on investment.

TOPIC: Managing high performing digital channels, without agents or outsourcersLOCATION: Pavilion

The traditional contact center model is broken. Customers expect a level of knowledge, responsiveness, and empathy that call centers and outsourced agents can’t deliver.

Learn how Republic Wireless, a mobile virtual network operator, has looked beyond the traditional contact center to deliver better answers to customers in the moments that matter by using Directly’s AI and gig economy platform. Instead of turning to outsourcers, Republic Wireless has harnessed their top customers and AI to help fellow customers with support.

Republic Wireless has improved the customer experience significantly, reducing response times from 24 hours to 3 minutes and increasing CSAT from 65% to 90%, while handling 30 percent of total support volume - without agents or outsourcers.





11:30 A.M. - 12:00 P.M. BREAK

12:00 P.M. - 12:45 P.M. A COST-BENEFIT ANALYSIS: HOW ELECTROLUX MAJOR APPLIANCES SUCCESSFULLY BROUGHT AI TO THEIR CUSTOMER EXPERIENCE

As digitization, productivity, and creating a more effortless customer experience became top priorities within the business, Electrolux Major Appliances identified conversational AI as a viable solution to achieving their goals. Join this case study session with Director Business Planning Ross Tudor as he illustrates key performance metrics that helped his team successfully implement AI into Electrolux’s Customer Engagement Center. Participants will walk away with:

• A deeper understanding of the business case for AI

• Tangible activities that will lead to a successful implementation

• The importance of change management with Live Agents

• The right blend of AI and humans for seamless customer service experiences

12:45 P.M. - 1:30 P.M. LUNCH – BALLROOM FOYER

Ross TudorDirector Business PlanningElectrolux

Tom LewisChief Executive OfficerSmartAction

TOPIC: Artificial Intelligence and its Impact in Customer ExperienceLOCATION: Plaza

The Execs In The Know AI Committee is a group of senior CX leaders from leading brands like Square, Blizzard Entertainment, LinkedIn, Fedex, Hilton, Jet Blue, Lyft, and Interactions. The Committee was formed to help our community understand the opportunities to apply AI in service, and to help navigate the trends, tools, and technologies available to better the CX experience.

The goal of the AI Committee is to give a collective view of how various verticals are understanding and applying AI in their service strategies and the Committee will be releasing a report of their findings in early 2019.

Join Interactions and Blizzard Entertainment for an overview of the AI Committee’s research into technologies and applications that are driving real value for customers and brands.





2:15 P.M. - 5:30 P.M. PORSCHE TOURFor 70 years Porsche has designed, engineered and built the world’s greatest sports cars. But in this fast changing world, great products are not enough so Porsche and their dealers are on a journey to deliver customer experiences as legendary as the cars they build. They call it Porsche Passion, and once you feel it for yourself, you’ll know why.

Be sure to join us for an exclusive, behind-the-scenes tour of the 53-acre automotive playground known as the Porsche Experience Center Los Angeles where you will have the opportunity to experience for yourself how Porsche brings the brand to life for customers and enthusiasts alike. During the tour you’ll see over four-miles of track that replicate wet, dry, wintery and off-road surface conditions to allow drivers the opportunity to explore driving techniques and vehicle technology. You’ll also visit the headquarters of Porsche Motorsport North America where guests will get an insider’s look of our historic race cars and workshop teams, and then hear a special keynote presentation from Porsche executives on their journey of commitment to their customers and the service and experience that they bring to life every day for them. Guests will also experience the Porsche Simulator Lab to see what it feels like behind the wheel of a Porsche race car on any of dozens of the great race tracks in the world, and three lucky attendees will go for the ride of their life on the Handling Circuit and Acceleration Straight - a replica of the Karussell (Carousel), the famous banked curve on the Nordschleife (North Loop) of the Nürburgring, for your enthralling g-force experience.

1:30 P.M. - 2:15 P.M. DELIVERING A SUPERIOR CUSTOMER EXPERIENCE IN THE FOURTH INDUSTRIAL REVOLUTION

As we enter the Fourth Industrial Revolution, not only is the nature of work changing but so are the expectations of those performing the work. Getting the best and most loyal talent requires you to engage them on their terms, not yours. Upwork is leading this work revolution by helping businesses access talent anywhere in the world and fully embraces this new model of work themselves. With over 90% of team members located remotely, Upwork uses a myriad of technologies and techniques to develop teams that are engaged, loyal and dedicated to delivering a superior customer experience. In this session, Upwork will share best practices for developing world-class customer experience teams by embracing the future of work.

KEYNOTEElizabeth TseSenior Vice President of OperationsUpwork




Proudly Canadian. Border-free shopping.

We know that your time is incredibly valuable and take that into consideration to ensure the best speakers, content, attendees, and experts are in the room, so that you can learn valuable insights, lessons, and best practices to strengthen your own brand strategies. 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.

If you are a Manager, Director, VP, or C-Level employee, and focus on the customer or overall customer experience, this is the event for you. Whether you’re in Marketing, IT, Operations, etc. there will be something for everyone at CRS Marina del Rey. Step out of your customer service comfort zone and join us to expand your industry knowledge, network with other like-minded individuals, and experience a bit of personal growth, in a positive, relaxed environment.

BRANDS THAT HAVE PREVIOUSLY ATTENDED

Execs In The Know is a CX community that allows me to learn and share with peers across industries. In a short period of time I have strengthened my network, which enables me to reach out when challenged and gather insight from peers in CX.

John Pompei – Head of Customer Care Operations – Electronic Arts

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The Execs In The Know event was such a valuable event for my team that it will be on our calendar every year going forward. Fantastic event, wonderful networking and meaningful content. It exceeded expectations.

Walter Liebenow – Customer Care Director – The Home Depot

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leaders learning from leaders - execsintheknow.com · 9:00 a.m. - 9:45 a.m. the impact of a...

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