AGENDA

Join us as we honor the life of Prince – one of the greatest musical legends to emerge out of the Twin Cities! This exciting tour will take you to all the important sites, from places of his youth to some of the venues he performed in. We’ll culminate this journey with a delicious lunch and cocktail at the famous Blue Door Pub, “Home of the Blucy”!

An essential meeting for Headliners, Moderator presenters, Fab Facilitators, and confirmed thought leaders to preview the event, highlight your roles, and network with peers.

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event

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Customer experience is your only true differentiator in the marketplace. Consumers are no longer loyal to one brand but are turning to a brand based on their needs and wants in the moment. In this climate of instant consumer gratification, you must disrupt your customer experience. If you resist, your competitor will beat you to it and capture your customers’ loyalty.

In their attempt to keep up with the pace of change and to gain and retain customer loyalty, organizations are deploying new technologies – but the best brands are realizing they can’t rely on technology alone to create a differentiated customer experience. Upgrading the capabilities of your humans is just as important as your investment in technology!

Key Take-Aways:

• Fresh perspective of major trends in CX
• Techniques to assess the agility of your organization to change at the speed of the marketplace
• Three secrets to disrupt your customer’s experience

The customer expectation has evolved in a way that’s never been seen before. This extends from CX to brand values to authentic leadership and how employees are treated. Consumers are buying experiences and what a brand stands for. Companies that outperform their competitors in customer experience have a more appealing stock price, growth, and ROI. Even with the best business strategy, the best technology, the best people delivering the best solutions – you have to give customers a great experience from all facets; essentially an extension of the old adage of “product market fit.”

Key Take-Aways:

• Insight into business strategies – and talent models – to meet evolving customer expectation
• Case histories of companies that are winning in this rapidly changing environment
• Blueprint to improve the customer journey and build advocacy across the organization

Featured Demonstration Hosted by:

Whatever the product or brand promise, every customer has an expectation when it comes to consistency and effort. How do you measure them and deliver actionable information that drives a business case for change?

Come learn how forward-thinking practitioners are using advanced data, tools and techniques to cast new light on existing KPIs.

Key Take-Aways:

• Insight on the metrics that matter – where are the gaps in traditional measures as they effect customer effort and experience
• Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority of service professionals
• A blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

Connected solutions are being adopted across industry verticals to provide benefits like process efficiencies, costs savings, resource optimization and customer satisfaction. Customer experience is at the center of organizations’ thoughts while deploying these technologies. The connected technologies present an enlarged attack surface and cyber-threat that may disrupt a rich customer experience. This interactive session will look at how cyber security is the path to ensuring a successful customer experience while embracing technology advancements.

Key Take-Aways:

• Insight on the growing Operation Technology – IT environment and the critical factors of the threat landscape and the gaps today
• Fresh perspective and relevance of prioritizing cyber security to enhance customer experience and satisfaction – how and why does it matter
• Best practices for company’s to ensure stealth cyber security practices in a growing connected environment

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Featured Demonstration Hosted by:

Share your smarts! Choose between four themed brainstorming sessions and crowd source solutions to the most vexing challenges facing customer experience leaders today. These are 15 minute rapid fire sessions with three rotations. First come, first served, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges:

The Fix on Training the Organization on Customer Centricity

Hosted By: Sada Kshirsager, Product Leader – Consumer Tech, Innovation & Growth, Target
Speaker Link

The Fix on Driving Revenue Via Customer Success Teams

Hosted By: Kris Crichton, Vice President, Client Services & Operations, Visa
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The Fix on Change Management

Choose your teams and let your competitive spirit break free. After a buffet dinner, it’s ALL ABOUT Xtreme fun! The winning teams will be draped in gold, silver and bronze.

Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!

As today’s innovative technology becomes tomorrow’s table stakes, knowing when and how to automate will be what separates a great customer experience from a poor one. The ability to tie technology and human touch will help deliver a better customer experience than either can do alone. Simply put, Automation + Human Touch = Customer Success

Key Take-Aways:

• Insight on building a meaningful and outcome-based customer centric CX strategy
• Tips for utilizing a design thinking approach that ensures the right balance between automation and human touch
• Proven factors for getting a better understanding of your customers by providing choices, listening carefully, acting with intent and empowering them to use technology thoughtfully

SiriusDecisions research reports that executives value conversations about their business 4x more than conversations about products, and report that only 24% of sales reps demonstrate understanding of their business. Sales organizations must enable sellers to speak in the language of their customer, and demonstrate expertise in the context of their customer’s business.

Key Take-Aways:

• Insight on how new personas are influencing enterprise buying decisions
• Fresh perspective on the critical role of an industry point of view in getting to “yes”
• Examples of sales enablement tools you can use to level up customer conversations

Excellent customer experience is a competitive advantage. Best in class customer service means delivering a seamless, frictionless shopping experience where all interactions remind the customer of their value. Creating consistency in experience across all communication channels – from the front line to the phone lines – can be challenging, but something companies should remain laser focused on.

Key Take-Aways:

• Proven ways to create a customer centric synergy across all customer facing areas of the business
• Insights and proven methods to bolster your hiring strategy and increase retention
• Fresh perspectives and best practices for developing ‘mission driven’ employees

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site

In a 24/7 hour service driven product world, how do you prioritize investments in cross organizational CX. This session will address how to invest in CX across the organization. Discussing what processes, technology, people, training etc. should be prioritized to streamline CX across departments.

Key Take-Aways:

• Framework to grow CX strategic influence
• Insight on the power of data to demonstrate key customer pain points
• Blueprint to gain alignment faster across organizational stakeholders

Participants at the Customer Experience Ecosystem come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, executives in customer experience, Customer Strategy, Product Development, User Design & Experience and Marketing will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.