Next Generation Customer Experience 2015 (past event)
March 23 - 25, 2015
Omni Hotels & Resorts, San Diego, CA
Contact Us: 1.888.482.6012
Jennifer Maldonado
Senior Business Analyst, Voice of The Customer Program
Activision Inc.
Check out the incredible speaker line-up to see who will be joining Jennifer.
Download The Latest AgendaDay 1: Customer Experience Strategy & Design
Thursday, November 3rd, 2016
3:50 PM CX Leaders Champagne Roundtables
Table 1: Harnessing Voice of Customer Analytics To Drive Better Business Results
Eric Feinberg, Senior Director, Product Strategy, Answers
Table 2: Storing And Accessing Customer Data In Real Time
Geriel Thornburg May, Director, Customer Experience, Genworth Financial
Table 3: Ideas For Building Brand Advocates
Table 4: Operationalizing The Customer Experience—Linking CX With Process Excellence
Table 5: Voice of the Customer—How To Get Started & Lessons Learned
Cassie Alvey, Former VP and General Manager, Mrs. Fields Gifts
Table 6: Leveraging Customer Advisory Boards
Jennifer Maldonado, Senior Program Analyst, Voice of the Gamer Program, Activision
Table 7: Thinking Like A Lean Start Up To Promote CX Innovation
Table 8: Complaint Management To Drive CX Improvement
Heather Gjerde, Social Media Specialist, Scripps Health
Table 9: Customer Co-Creation Methodologies
Eric Feinberg, Senior Director, Product Strategy, Answers
Table 2: Storing And Accessing Customer Data In Real Time
Geriel Thornburg May, Director, Customer Experience, Genworth Financial
Table 3: Ideas For Building Brand Advocates
Table 4: Operationalizing The Customer Experience—Linking CX With Process Excellence
Table 5: Voice of the Customer—How To Get Started & Lessons Learned
Cassie Alvey, Former VP and General Manager, Mrs. Fields Gifts
Table 6: Leveraging Customer Advisory Boards
Jennifer Maldonado, Senior Program Analyst, Voice of the Gamer Program, Activision
Table 7: Thinking Like A Lean Start Up To Promote CX Innovation
Table 8: Complaint Management To Drive CX Improvement
Heather Gjerde, Social Media Specialist, Scripps Health
Table 9: Customer Co-Creation Methodologies
Kerry Bodine, Co-Author, Outside In: The Power Of Putting Customers At The Center Of Your Business
Table 10: Personas For Customer Lifetime Value
Carol Buehrens, Customer Experience Strategist, ICW Group
Table 10: Personas For Customer Lifetime Value
Carol Buehrens, Customer Experience Strategist, ICW Group
Day 3: Customer Experience Disruptors & Success Factors
Tuesday, January 3rd, 2017
12:05 PM Presentation: Breaking Down The Siloes: Best Practices For Measuring Success Across Touch Points
A key component of a successful Voice of the Customer program is being able to generate actionable insights to drive key business decisions for improving the customer experience. But before you can do that, you need to make sure you are basing these actions and decisions on trustworthy data. Do you trust your data? Is it being collected consistently across departments? Moreover, are you asking the questions that matter? Learn to:
• Take an inventory of existing listening posts to eliminate overlap, address any gaps and standardize the experience
• Hold stakeholder conversations to understand what data is being used, what data isn’t, and how the metrics align organizationally
• Optimize the experience for survey respondents while still obtaining the segmentation data you need for analysis
• Take an inventory of existing listening posts to eliminate overlap, address any gaps and standardize the experience
• Hold stakeholder conversations to understand what data is being used, what data isn’t, and how the metrics align organizationally
• Optimize the experience for survey respondents while still obtaining the segmentation data you need for analysis