October 10 - 11, 2018 | Crowne Plaza Los Angeles-Commerce Casino, CA

ADAPTING TO THE CHANGING CX LANDSCAPE

Morning

8:30 am - 9:00 am REGISTRATION AND WELCOME COFFEE

9:00 am - 9:15 am CHAIRMAN’S OPENING REMARKS

Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation

9:15 am - 9:45 am KEYNOTE: TAPPING AI - THE FUTURE OF CUSTOMER EXPERIENCE

Justin Reilly - Former Head of Customer Experience Innovation Verizon
Learn how to maintain a competitive advantage in a world of vast automation via AI, though preserving human touch and keeping up with generation Z and Y trends. You will leave this session with a clear understanding of how to move towards an AI First strategy, build Cognitive Product, hire the next generation of talent, and harness the power of machine learning to drive business value.

  • What will CX look like in 2025?
  • How to utilize AI to be one step ahead of your competition
  • Separating facts from hopes and dreams
  • What’s going wrong with the AI hype cycle?
  • The future of supervised & unsupervised learning
  • Building Cognitive First teams
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Justin Reilly

Former Head of Customer Experience Innovation
Verizon

9:45 am - 10:15 am PLATFORM ECONOMY: PUTTING CUSTOMER VALUE FIRST

Rick Kapani - CEO Apptium Technologies
The platform economy is no longer emerging…. it has arrived. Digital platforms are driving people to change the way they consume. This means companies need to radically change how they offer products and services, how they capture information to deliver meaningful customer service, how they create value in this economy, and finally, how they compete for profits.
 
  • Digital platforms are driving a change in mindset by democratizing the way people look at what they want
  • Examples of platform driven companies
  • Why make the decision to move to the platform economy
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Rick Kapani

CEO
Apptium Technologies

10:15 am - 10:45 am CONTEXT-DRIVEN EXPERIENCES: LEVERAGING REAL-TIME DIAGNOSTICS AND DESKTOP DATA TO WIN WITH CUSTOMERS AND EMPLOYEES

Eric Burton - VP, Customer & Employee Tools Comcast
Engage in how Comcast enhance their CX by looking at the following aspects in depth:
 
·         Reducing transaction time
·         Increasing first contact resolution, improving accuracy
·         Increasing both employee and customer satisfaction by leveraging real-time diagnostics and data at the desktop
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Eric Burton

VP, Customer & Employee Tools
Comcast

Morning Break

10:45 am - 11:15 am MORNING BREAK AND NETWORKING

11:15 am - 11:45 am USING EMOTION TO BUILD HIGH VALUE CUSTOMER RELATIONSHIPS IN THE DIGITAL ERA

Lola Akinyinka - Global Head of Digital Experience Digicel Group
Creating an emotional connection with your customers has always been the key to customer loyalty, even more so in the new tech driven era of customer experience, but is it scalable? In this session we seek to address this issue, and help demonstrate how to create high value customer relationships irrespective of scale.

Key discussion points include:
  • Understanding the power of emotions in consumer decisions and how this can be measured
  • Sparking customer interaction through a variety of touch-points
  • Finding ways to resonate with your customer
  • Tailoring content and communication to specific emotions
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Lola Akinyinka

Global Head of Digital Experience
Digicel Group

Morning IDGs

IDG A

11:45 am - 12:45 pm BIG DATA ANALYTICS - CREATING HIGH TOUCH CX IN THE DIGITAL AGE
Marcos Arias - Director, Premium Call Centers AT&T
In this discussion session you will explore the biggest challenges around using data analytics to deliver a proactive, high touch CX.
 
·         Making use out of Big Data
·         The important role of small data
·         How to ensure you create accurate results and use representative sampling?
·         Managing responsibility over customer data: Building proactive CX delivery taking into consideration the privacy of your customers
·         How to handle customer data in the era of high customer awareness?
·         Building lasting customer relationships
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Marcos Arias

Director, Premium Call Centers
AT&T

IDG B

11:45 am - 12:45 pm HOW CONFIDENT ARE YOU THAT THE CUSTOMER SERVICES OPTIONS YOU HAVE AVAILABLE TODAY ARE EQUIPPED TO SUPPORT THE EXPLOSIVE GROWTH OF CONNECTED DEVICES?
Steve Holland - CEO Support Robotics
Emlyn Howell - Chief Product Officer Support Robotics
It’s difficult enough today to support the complexity of modern smartphones, so how will our support ecosystem need to evolve to meet the new demands of connected home and IoT?
 
Chaired by Support Robotics’ Emlyn Howell and Steve Holland, this discussion explores the new intelligent diagnostics and self service support approaches that allow customers to solve more of their problems themselves, and equip telcos with the self-service channels the next generation of customer service demands?
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Steve Holland

CEO
Support Robotics

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Emlyn Howell

Chief Product Officer
Support Robotics

IDG C

11:45 am - 12:45 pm BLOCKHAIN SOLUTIONS PROOF OF CONCEPT: 2018 REALITY
Pritesh Patel - SVP and COO GIA
Wondering if blockchain is just a hype, a bit too far reach to be an integrated business solution? Hear from the SVP & COO of GIA on how they are making blockchain a reality for improving consumer experiences, enhancing trust and providing traceability in 2018.
 
In this discussion, Pritesh will cover pre-implementation considerations and post-implementation user benefits of this tech evolution.
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Pritesh Patel

SVP and COO
GIA

Session

12:45 pm - 1:15 pm HOW TO UNLEASH BRAND POWER TO IMPROVE CX?

Claudia Nieves - VP, Marketing & Digital, Central America Millicom (Tigo)
In an era where Brands seem to need rediscovery and reinvention, we will revisit some branding concepts and a new way to look at them to unleash the power of you Brand and improve your Customer Experience efforts.
 
• CX, the simplest definition of all
• CX and Brand
• Aligning the CX and Branding efforts
• Cognitive ease, cognitive limits and how do them affect you?
• Telling the Brand story: from perceptions to behavior
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Claudia Nieves

VP, Marketing & Digital, Central America
Millicom (Tigo)

Lunch

1:15 pm - 2:15 pm NETWORKING LUNCH

Afternoon

2:15 pm - 3:45 pm WORKSHOP: MAXIMIZING BUSINESS SUCCESS: BALANCING CUSTOMER CENTRICITY AND INNOVATION IN THE NEW ERA OF CX

Steve Towers - CEO BP Group
The importance of changing customer needs, anticipating and articulating them, linking those to business strategy and technology integration, and installing an overall customer-centric culture within organizations is now central to business success for global leading companies.

In this session, we will introduce a powerful technique that will immediately reveal opportunities to reframe the customers’ wants and needs with the ‘how to’ for the organization to action them, based on establishing a sustainable customer-centric culture. Tried, tested and proven in companies like Apple, Zara, Zappos and Emirates this approach may just be the difference you are looking for that differentiate you from the ‘also-rans’.

We will cover:
  • Understand that the way we think about how we do work is wedded to a different time and place
  • Identify the key components of the customer age within a logical meaningful framework.
  • Determine the elements that will enable everyone within the business to align towards successful customer outcomes
  • Connect the dots of emerging customer needs through technology and capability to everything the organization does
  • Deliver a constructive set of measures, from the boardroom to the lunch room, that enables the organization to move ‘Outside-In’ with immediate impact

And yes, all this within 90 minutes. But wait, there’s more! You will walk away with the beginnings of the Accredited Customer Experience Masters (ACXM) qualification, plus a copy of Steve’s best-selling book on this theme – “Outside-In, The secret of the 21st century leading companies”. A storybook of those implementing successful employee enabled customer centricity.
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Steve Towers

CEO
BP Group

Technology is an inseparable aspect of modern CX, which allows us to deliver a proactive personalized experience and reach out to a greater number of people. However, the more we integrate technology, the more skepticism arises regarding the negative consequences of such transformation.

Hear the discussion about most common arguments made for and against the rising use of tech innovation in customer experience management.

  • How do we optimize CX using robotics, at the same time maintaining the human touch?
  • Does innovation creating job opportunities or is robotics taking over the work force?
  • How do we use technology to empower the front line, ensuring they are equipped with the right skills and knowledge to use it to the full extend?
  • Analytics: does it help us find out what our customers want or give us false hope?
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Seth Adler

Host
CX Network

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Brooke Pruter

VP, Customer Service Strategy & Operations
Comcast

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Justin Reilly

Former Head of Customer Experience Innovation
Verizon

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Sherrie Simmons

COO
In STEPPS

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Chitra Unnikrishnan

Sr. Manager, CEM & Digital Adoption
Koodo Mobile

4:30 pm - 5:00 pm A DISRUPTIVE CUSTOMER SERVICE MODEL FOR A FUTURE-PROOF SUCCESS

Chitra Unnikrishnan - Sr. Manager, CEM & Digital Adoption Koodo Mobile
Koodo Mobile has remained an industry leader in the wireless category, backed by multiple J .D. Power wins over the last 10 years. A distinct approach to customer experience, centered around ‘design thinking’ principles is at the heart of the success. Learn how you can adopt some of these insights for your business strategy:

  • Make effort reduction and NPS a part of the brand DNA, not just a metric measured by your research team
  • Eliminate up to 50% of calls to improve your bottom-line margins
  • Leverage AI, tech innovation and customer centricity for a win-win outcome
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Chitra Unnikrishnan

Sr. Manager, CEM & Digital Adoption
Koodo Mobile

5:00 pm - 5:15 pm CHAIR’S CLOSING THOUGHTS AND CLOSE OF CONFERENCE

Melissa Harris - CEO and Founder Telecom Training Corporation
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Melissa Harris

CEO and Founder
Telecom Training Corporation