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Next Generation Customer Experience 2015 (past event)

March 23 - 25, 2015

Omni Hotels & Resorts, San Diego, CA

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Janna Kimel

Customer Experience Manager, Member Services
Blue Cross Blue Shield of Oregon

Currently the Customer Experience Manager at Regence Blue Cross Blue Shield, Janna C. Kimel has been practicing design and design research since 1991. Her current role ensures that the organization puts customers first when designing new products and services. Prior to that, Janna was the principal of a small consultancy, third brain studio, llc, where she focused on healthcare and technology and partnered with innovative agencies such as Ziba, IDEO, Lunar, and health care companies including EnteroMedics, Providence.

In addition, Janna spent several years working with Intel’s Digital Health Group where she developed technology to help seniors stay in their homes as long as possible. Projects included medication reminders and the Intel Health Guide 6000, a telehealth device for seniors with chronic disease. In the 1990’s Janna could be found in theatrical costume shops and running a business making adaptive apparel for seniors and people with special needs. She has published and presented on motivation, behavior change, user research and wearable technology. She is a ramblin’ wreck with a master’s degree in industrial design from Georgia Tech.

Check out the incredible speaker line-up to see who will be joining Janna.

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Day 2: Customer Experience Culture & Engagement

Saturday, December 3rd, 2016

2:05 PM Marching To The Same Beat: Achieving CX Alignment And Buy-In Across The Organization

What does Portlandia's "Colin the chicken" have in common with health insurance? It's all about customer experience. Whether ordering in a restaurant or getting an annual checkup, consumers expect high-quality experiences. From the front lines of a changing industry, Regence BlueCross BlueShield will share its story of growing customer experience from a small scrappy team to an integrated partnership with the larger organization.
• Understand how health insurance is becoming more like the retail industry
• How to do more with less
• How to break through barriers and affect change

3:55 PM CX Leaders Champagne Roundtables

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