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Revealing the sparks of inspiration and defining moments it took to build a powerhouse brand from the inside out, Jessica Reinhart shares her experiences as Co-Founder and Chief Marketing Officer of Origami Owl as well as the strategic insights that lead to the genesis of her newest venture, Thinkful Inc. The journey centers on tapping into the entrepreneurial spirit in your leadership, staff and customers in such an engaging manner as to create an irresistible community. It’s a keynote not to be missed, with wisdom and vision that can be applied to a business of any size that has the heart to create a brand experience centered on people, passion and purpose.
Learning Objectives:
• Applying the golden rule to your corporate culture and customer relationships
• Learning from the ideas and desires of your community through active listening
• How a collective sense of purpose can be the strongest unifying factor for success

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Rachel will discuss JetBlue’s new premium Transcontinental Service Mint and how they went about designing a new experience for their customers while ensuring they stayed true to JetBlue culture and brand.

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In this keynote, Jeanne Bliss gives us a sneak peak of her upcoming book, Chief Customer Officer 2.0., which is based on her 22 years as a practitioner and work in the past ten years coaching the C-Suite and CCO toward customer-driven growth. In her talk, Jeanne will walk us through the five-competency framework that has successfully guided this work in every business vertical around the world. And she will share some of the over forty accounts of actions taken by CCO’s around the world as they have put these ideas into practice. The five competency framework Jeanne will discuss is:
• Manage and Honor Customers as Assets
• Align Around Experience
• Build a Customer Listening Path
• Proactive Experience Reliability and Innovation
• One Company Accountability, Leadership & Decision Making

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Personalization plays a critical role in achieving an exceptional experience. Customers now expect that you know who they are, what they are interested in and tailor messages, products and services to them. So companies are shifting away from more traditional segmentation techniques that target groups of customers to focusing on just 1 customer. But how do you create a 1 to 1 experience at scale?
Panelists will discuss:
• How do you jumpstart and take a deeper dive into personalization
• How CRM plays a role and where it falls short
• What level of support is necessary to get it down
• What kind of leadership is needed to make this happen
• Finding the balance between personal and creepy
• Personalization tools and technology

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Most CX professionals have plenty of data. What they lack are actionable insights that the front line can actually use to solve problems and deliver a better customer experience. David Mingle, Executive Director of North American Customer Experience for General Motors, will discuss how GM is using Big Data to do just that.
• How customer-centered thinking can and should guide your Big Data aspirations
• How Big Data can empower your front line staff and drive better business outcomes
• How to sell Big Data to your internal stakeholders without it sounding like a science project

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In an all-things-digital world, it’s natural to put an emphasis on elements like devices and software when creating a digital experience. But that’s not going to cut it anymore. People aren’t satisfied with just a solution, and it’s no longer about the device — it’s all about the experience and the device being simply an extension of that experience. The digital piece is available, but the experience is what makes the difference.
People don’t engage in those experiences without bringing their lives with them — their own context, histories, perceptions, emotions, and expectations. So what does that mean now? What processes do you use to learn these things about the people you’re creating experiences for? What do businesses have to consider when creating a transformative experience?
In this panel, we'll discuss:
• How the customer experience piece and business model interact
• Experience transformation and what it means to transform the physical by using digital
• The ramifications of these advanced experiences

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There are established customer experience philosophies that companies aspire to achieve. Here from a company that debunks some of the ‘philosophies’ and proves that not all philosophies applies to all. Hear their approach to customer experience in a B2B space in a business segment where they are the undisputed leaders.

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Table 1: Getting Buy-In and Alignment For Your CX Efforts
Janna Kimel, Director, Customer Experience, Regence Blue Cross Blue Shield of Oregon

Table 2: Connecting CX To Business Outcomes
Stacey Nevel Director, Customer Experience Consulting

Table 3: How to Win with Millennial Families
Ron Coughlin, President, Strottman International
Katie McCarthy, Consumer Insights Analyst, Strottman International

Table 4: Telling Customer Stories To Enlist Stakeholder Buy-In
Barbie Fink, Customer Experience Transformation Leader, Adobe Systems

Table 5: Building Customer Experiences In The Cloud
David Jackson, CEO and Co-Founder, Clicktools - a CallidusCloud company

Table 6: Gaining Speed with Analytics
Colby Renae Hanks, Former Online Analyst, The Estee Lauder Companies

Table 7: Drive lifetime value through continuous connection with an “always in their pocket” engagement strategy
Karen Konkel, Customer Engagement Specialist, LivePerson

Table 8: Achieving The Best Customer Engagement Across All Channels
Janet Iams-Shannon, WW Sales Leader for Web Experience Solutions, IBM

Table 9: The Philosophy of Coaching And Performance Feedback
Christina Colligan, Supervisor, ZCLT, Zappos Family of Companies

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Hear from leading CXO’s about their roles, the case for creating a separate customer experience department, and their secrets to being an effective CX leader.

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