leaders learning from leaders - execs in the kno · • ensure your brand is part of the customer...

CUSTOMER RESPONSE SUMMIT

LAS VEGAS FEBRUARY 6TH-8TH, 2017

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How to Register execsintheknow.com/events/crs-las-vegas

[email protected]

February 6th-8th, 2017 Customer Response Summit is taking on the entertainment capital of the world - Las Vegas, Nevada. The summit will continue to embody our “Leaders Learning From Leaders” approach, focusing on cutting edge strategy for digital transformation, channel optimization, security and fraud, employee engagement, quality, culture, outsourcing, and much more.

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.

VENUE & ACCOMODATION ARIA Resort & Casino, LAS VEGAS

First time attendee?

Receive 50% off your pass!

SPECIAL

3730 South Las Vegas Boulevard, Las Vegas, NV 89158

LEADERS LEARNING FROM LEADERS

KEYNOTESMike GathrightSenior Vice President, Hilton Reservations and Customer CareHilton Worldwide

Catherine JensenVice President, Customer ExperienceSony Computer Entertainment America LLC


Jeff CampVice President,Call Center OperationsTXU Energy

Ginna SauerweinManaging DirectorFedEx Services

Michael MartinSenior Vice PresidentPresident’s Choice FinancialCIBC Retail & Business Banking

Kathryn McGavickCorporate Vice President, Customer SupportOuterwall

LeAnne CrockerGlobal Director - Reservation Services,Operations Design & Learning CommunicationsHyatt

Razia RichterSenior Vice President Chief Customer OfficerPetco

Scott ShuteVice President of Global Customer OperationsLinkedIn

Tim HicklerVP WW Customer Service OperationsAmazon

Lisa OswaldSenior Vice President, Customer ServiceTravelzoo Inc.

Sally McMahonVice President Channel ManagementSiriusXM

Andrew PineVice President, Customer RelationsPorsche Cars North America

THANK YOU to the 2016 Advisory Board

2REGISTER: execsintheknow.com/events/crs-las-vegas/ #CRSUMMIT

THE CUSTOMER RESPONSE SUMMIT IS ABOUT connecting with like-minded peers that are obsessed with serving 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

Customer Response Summit Las Vegas – February 6-8, 2017

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REAL BRANDS, REAL INSIGHTS 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.

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 Las Vegas you will get the opportunity to review the 2016 Corporate Report in detail with industry experts.

CONNECTIONS 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 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. We focus on developing the right size and the right audience for each event, to help ensure your experience exceeds your expectations.

PROVEN TRACK RECORD 95% would recommend the CR Summit events to a friend or co-worker and 98% were satisfied with overall content of the forum. The proof is in the numbers.

WE ARE CUSTOMER DRIVEN




CROSS CHANNEL ENGAGEMENT OUTSOURCING CREATING VALUE WITH

SOCIAL CARE

CX MEASUREMENTBENCHMARKING ON SERVICE DELIVERY

AND COST

MULTI CHANNEL REMOTE AGENTS

(HIRING, TRAINING, RETAINING, CULTURE)

PRE-CONFERENCE Monday February 6th, 2017

1:00 P.M. - 2:00 P.M.

LEADERS LEARNING FROM LEADERS - CHANNEL SUPPORTThe impacts of multi-channel and omni-channel management are felt throughout the organization. Supporting areas are impacted and need to change in order to support new operation models effectively. Pick a topic below and join your peers for an informal discussion on a shared topic of interest. These are small groups, driven by the voices in the room. A moderator will be provided in each room, but the attendees will set the detailed discussion for the selected topic.

2:00 P.M. - 3:00 P.M.

LEADERS LEARNING FROM LEADERS - CHANNEL MANAGEMENTThe goal in CX is to create an integrated and seamless experience, but the channels are distinctly different. Each channel has its own opportunities and challenges.

Bring your voice and share what is keeping you up in a select channel area, or share a best practice. These are small groups, driven by the voices in the room. A moderator will be provided in each room but the attendees will set the detailed discussion for the selected topic.

5:30 P.M. - 7:30 P.M.

WELCOME RECEPTION & REGISTRATION

SPONSORED BY:




CONFERENCE DAY 1 Tuesday February 7th, 2017

7:30 A.M. - 8:30 A.M.

REGISTRATION & BREAKFAST

8:30 A.M. - 8:45 A.M.

CONFERENCE KICKOFF

9:30 A.M. - 10:30A.M.

CUSTOMER JOURNEY INSIGHTS: THE CORPORATE PERSPECTIVEJoin COPC Inc. as they moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series report, a collaboration between Execs In The Know and COPC Inc., is published bi-annually and features both Corporate and Consumer Editions.

This year’s CXMB Series Corporate Edition is filled with new questions that delve into such topics as omnichannel adoption, quality programs and measuring the customer experience. Along with these new areas of exploration, the CXMB Series also continues to provide broad coverage of individual care channels, creating a truly comprehensive benchmark for the industry. As with past volumes, these findings will be compared with the recently released Consumer Edition results to identify gaps between consumer and corporate perspectives.

KEYNOTE

8:45 A.M. - 9:30 A.M.

CREATING AN INTEGRATED CUSTOMER JOURNEY FOR A CUSTOMER-FIRST CULTUREA Customer-first culture is what drives Hilton every day. It’s a commitment that is steering employee empowerment and digital transformation for the global hospitality company who, for 97 years, has been dedicated to continuing its tradition of providing exceptional guest experiences. Hilton’s journey has focused on personalization and a seamless customer experience. Join Mike Gathright, SVP Hilton Reservations and Customer Care, as he walks us through the opportunities Hilton is embracing to create a positive interaction at every customer touchpoint.

Mike GathrightSenior Vice President, Hilton Reservations and Customer CareHilton Worldwide





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

NETWORKING BREAK

11:00 A.M. - 12:50 P.M.

CUSTOMER SHOP TALKCustomer 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. Each discussion allows you 30 minutes to collaborate with your peers on your topic of choice.

TOPIC: Achieving Customer Experience Objectives by Aligning Training with Quality LOCATION: TBD

Wisdom dictates that what’s measured matters and what’s expected needs to be inspected. However, organizations and executives are often surprised at just how disconnected from their Customer Experience their training and quality programs are. Learn to build this critical feedback loop in order to connect the results from a quality audit to measurable learning objectives in training. In addition, learn the 3 key inspection points you need to have in place as an executive in order to champion a continuously improving Customer Experience.

TOPIC: Recipe to Start Omnchannel NOW and grow into NextGen Digital Omnichannel for the future LOCATION: TBD

TOPIC: The Future is Now: Using AI to Create Intent-Driven Customer Engagement LOCATION: TBD

Transforming data to decisions through AI is the next frontier for many enterprises as they look to inject machine learning and natural language into customer engagement.

Whether it’s BOTs, omnichannel or digital, those enterprises that get it, are future-proofing their platform and data strategies, so insights can be derived from each interaction to continuously optimize experiences.

Join [24]7 as they talk about the various moving parts of AI and how to integrate intelligence into customer engagement to drive real business outcomes.




TOPIC: CX Check: Assessing Your Readiness for CX Excellence LOCATION: TBD

COPC Inc., the global authority on customer experience (CX) best practices, will lead an interactive discussion to help participants explore how well positioned they are for future excellence. Along with discussing select elements of next generation CX programs, participants will complete a “self-check readiness worksheet.” This worksheet will provide useful insights that will help shape current and future program priorities which participants can begin to implement immediately. Discussion and assessment topics include:• Omnichannel Migration• Quality Assurance• Customer Satisfaction and Dissatisfaction

• Performance Improvement Processes• Staff Management

Participants will walk away with a clearer understanding of where their program excels, where gaps exist and which initiatives can most effectively take their CX program to the next level.

TOPIC: Transforming Traditional Approaches with Design Thinking and Clear Outcomes in Mind LOCATION: TBD

According to Gartner, more than 89% of brands want to compete primarily on the basis of great CX yet consumers say only 8% of them are doing a good job. This disconnect is often due to the lack of time, money, and resources needed to create personalized experiences across a variety of touch points. In this interactive session, we’ll share best practices and commercial learnings for high impact and cost-effective digital transformation that drive clear outcomes. Design thinking based demos will show real-life implementations of unified CX strategies that lead with self-service, automation, and integrate human assistance at key moments of truth to resolve and support consumers.


12:50 P.M. - 1:50 P.M.

LUNCH




1:50 P.M. - 2:35 P.M.

THE STRATEGIC APPLICATION OF TECHNOLOGY TO DRIVE THE NEXT GENERATION OF CUSTOMER EXPERIENCEThere is no doubt that technology is driving the evolution of Customer Experience. Key advancements in the area of Artificial Intelligence, Machine learning, Virtual Reality, on Demand, Bots are creating opportunities to service and engage with our customers like never before. Our panel will examine the core elements of these technologies and discuss the strategic value they offer the customer experience.

PANELTim HicklerVP WW Customer Service OperationsAmazon

Scott ShuteVice President of Global Customer OperationsLinkedIn

Nate RosenthalHead of Customer SupportSquare


2:35 P.M. - 3:30 P.M.

CUSTOMER ENGAGEMENT LIVE!This is where you get to work! Join a LIVE! roundtable with your peers to meet and exchange ideas.

Your customers are a click away from the competition. And they expect faster, easier, and more personalized service as communication channels have exploded.

Are your customers’ experiences consistent and excellent across all channels? Do you want to brainstorm on strategies and ideas to help you improve your current customer engagement strategy? Take part in our interactive breakout table sessions:

• Discuss how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce

• Meet and exchange ideas with executives from other leading companies and industries• Come away with at least one or two creative ideas or insights that you can use

MODERATORGreg SherryVice President MarketingVerint




3:30 P.M. - 3:50 P.M.

AFTERNOON BREAK

3:50 P.M. - 4:00 P.M.

5 MINUTES OF BRILLIANCE


4:45 P.M. - 5:15 P.M.


KEYNOTE

Amit ShankardassExecutive Vice President, Marketing Teleperformance

PANEL

4:00 P.M. - 4:45 P.M.

CREATING CX DELIVERY IN AN OUTSOURCED MODELOutsourcing has given brands the opportunity to scale, manage their cost, and enhance their customer experience on a global basis. These companies turn to partners for a variety of reasons and have utilized the business model very differently. Focused on creating a competitive advantage, this panel will discuss the business strategies and best practices for designing their customer experience delivery using a partner-enabled model. With a view forward, the panel will also explore a vision of outsourcing for the future and what brands and their partners need to be planning for.




SPONSORED BY:

SPONSORED BY:


6:15 P.M. - 7:15 P.M.

COCKTAIL HOURWho doesn’t like a happy hour after a long day? Get your Tuesday evening started right by joining your peers for drinks and conversation at Cocktail Hour.

7:15 P.M. - 10:30 P.M.

EVENING EVENT




CONFERENCE DAY 2 Wednesday February 8th, 2017

9:45 A.M. - 10:30 A.M.

CASE STUDY

10:40 A.M. - 11:10 A.M.

BREAK

11:10 A.M. - 12:20 P.M.

CUSTOMER SHOP TALK

12:25 P.M. - 1:10 P.M.

PANEL

1:10 P.M. - 1:40 P.M.

CLOSING FEATURED SPEAKER

1:40 P.M. - 2:30 P.M.

LUNCH

2:30 P.M. - 5:00 P.M.

INDUSTRY TOUR

7:45 A.M. - 8:45 A.M.

REGISTRATION & BREAKFAST

8:45 A.M. - 9:00 A.M.

DAY 2 KICKOFF

9:00 A.M. - 9:45 A.M.

KEYNOTE SPEAKER




Early Bird - Register by Dec. 9th, 2016

(USD)

Early Bird - Register by Jan. 6, 2017

(USD)

Full Price (USD)

Corporate Brand $999 (Save $300 off the full purchase price) $1,099 $1,299

CORPORATE BRAND ATTENDEEDEFINITION: I am a customer service/customer experience professional representing a brand. ie Target, FedEx, Amazon, etc.

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 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.

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1 First Time Attendee? Get 50% Off.

Want to bring a group?

Bring three or more guests & receive a discount.

Refer a friend

If you’re a previous CR Summit attendee & invite a guest to attend with you, receive a special discount for you and your guest.

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[email protected]

PRICING

SPECIAL OFFERS




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. At CRS Las Vegas 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.

If you are a Manager, 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 Las Vegas. 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 setting.

BRANDS THAT HAVE PREVIOUSLY ATTENDED

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

“ “” ”

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

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A MEETING OF THE BRIGHTEST MINDS IN CUSTOMER EXPERIENCE



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DEFINITION: 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.

EITK works diligently to create a collaborative environment, with the best subject matter experts in the industry. Our Business Partners are passionate about driving innovation for today’s “connected consumer.” We strive for an 80-20 (80% Corporate vs. 20% Business Partner/Vendor) split to ensure the right people are part of every event, for a collaborative and educational atmosphere.

If you are a solution provider (BPO, vendor, etc.) and would like to attend CR Summit, you must do so as a sponsor.

Contact [email protected] to see how you can be involved in CRS Las Vegas


[email protected]

SPONSORS

leaders learning from leaders - execs in the kno · • ensure your brand is part of the customer...

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