Customer Experience Day & Workshop Day

7:30 AM - 8:30 AM Registration and morning coffee

8:30 AM - 8:40 AM Welcome to Customer Experience (CX) Day

Shane Ragland, Customer Experience Leader, AT&T

Shane Ragland

Customer Experience Leader

8:30 AM - 10:00 AM Workshop A Harnessing human performance improvement to accelerate employee performance

Paul Hunt, CEO, Abilaire Solutions LLC
How do you articulate your business goals and link these goals to human performance, diagnose the current state of performance in an organization, clarify perceived performance gaps, find the root causes for these performance deficiencies, implement solutions and evaluate the results of the interventions? This workshop will help you look at the big picture and make fundamental improvements in processes, training, support mechanisms to become better and faster at achieving your business goals. The session aims to give you the ability to maximize the potential of your organization’s people, processes and tools/systems, to achieve extraordinary results by linking business strategy, measurable competencies, behaviors, and goals with the employee’s ability to support them.

•Why should you focus on your employee’s performance needs?
•Performance analysis: identifying the organization’s performance requirements and comparing them to objectives and capabilities
•Competencies and measurable required behaviors
•Find and execute solutions aligned to performance measures
•Measurement and evaluation – determining the effectiveness and value add to the business

Paul Hunt

Abilaire Solutions LLC

8:30 AM - 10:00 AM Workshop B Utilizing Workflow and Content Automation (WCA) to optimize your business processes and decisions

Brad Orluk, Technical Evangelist and Automation Specialist, Nintex
WCA helps you improve efficiency, productivity, time-to-value, and customer relationships, leading ultimately to higher revenues and margins. Workflow and Content Automation (WCA) is an emerging solution category that consolidates workflow automation and document generation. WCA solutions are fast, easy to deploy, and easy to modify in order to achieve continuous process improvement.
Leaders in operational excellence are discovering the value of WCA to continuously tune the methods, policies, practices, and tools that are strategic to their enterprises. This workshop will give you actionable steps and tools to help you achieve concrete business benefits:
• Improve efficiency and productivity through process discovery and workflow automation
• Use business intelligence to improve and accelerate business decision-making
• Achieve greater business agility by enabling continuous process improvement

Brad Orluk

Technical Evangelist and Automation Specialist

8:40 AM - 9:20 AM OPEX and CX – rethinking structure, strategy and enablers to allow CX to exist and thrive within your organization

Diane Magers, Chair of Board, Customer Experience Professional Association
An expert in customer experience, Diane has 25+ years’ experience in building and transforming organizations (brands such as Sysco, Invisalign, AT&T) around customers and employees. Diane will be sharing her extensive knowledge on how today’s leading organizations are designing process with the customer in mind.
•Today’s customer is in control – how organizations must redesign to succeed in the new landscape
•What is means to be customer-centric
•Reshape and re-tool to become more customer-centric in process, mindset and behaviours
•Calculating the business value and impact of change
•Steps to turn-around to a new way of thinking

Diane Magers

Chair of Board
Customer Experience Professional Association

9:20 AM - 10:00 AM Case Study Embrace the customer! How to embed CX and a customer-centric culture from client-facing to back office processes

Hilary Hahn, Vice President, Employee Experience, Creative Strategies, Frontier Communications
Transforming customer experiences and innovation within the B2B ClientCARE platform, Hilary also leads FtrCARE employee experience and creative strategies for the CustomerCARE centers. Frontier is re-imagining CARE from the inside out and Hilary will take you through the company’s vision and strategy of making decisions using a customer experience lens.

•Combining CX and OPEX throughout the business to design processes with customer front of mind
•What does a customer-centric process look like?
•Using data and insights to set strategy and decision-making
•How to deploy customer-facing experiences throughout the entire business

Hilary Hahn

Vice President, Employee Experience, Creative Strategies
Frontier Communications
The world is changing and the customer is king. Industry leaders from cross-industry will take the stage to share their experiences and business priorities as organizations who want to compete in today’s marketplace, move towards a customer-centric mindset in strategy, operation and execution.

•Driving process excellence from the customer’s point of view - how customers help us to drive excellence
•The value in customer-centric culture, behaviours and output
•Influencing internally and externally to break down siloes and place the customer as top priority
•How to identify what the customer really wants – in-depth look at techniques and tools to deploy

Steven Carleton

former Chief Operating Officer
eBay Global Shipping

Dana Wilson

Vice President of Customer Experience
Comcast Cable

Sally Toister

Senior Director, Operational Excellence – Americas Division
Marriott International

Hauke Schupp

Senior Vice President, Operational Excellence

10:30 AM - 12:00 PM Workshop C Deep dive into analytics: leveraging predictive analytics for real-time, results-driven decision making

The advantages and benefits of analytics are well reported. Finding organizations who are effectively integrating advanced analytics and bid gate into key parts of the business are less visible. Huge steps have been taken to capitalize on the value of both structured and unstructured data – how to capture, how to interpret and importantly how to make results-driven decisions are key areas where businesses still require leadership and guidance. Join this workshop to examine:

•The value of business intelligence and big data and why OPEX should be leading the charge
•Case examples of innovative uses of advanced analytics
•Making effective analytics happen within your organization
•Adopting a culture of data and analytics strategy within the business

10:30 AM - 12:00 PM Workshop D: An interactive showcase and exercise for process digital transformation: Discover processes automatically, verify compliance and performances and monitor automation for continuous improvement

Massimiliano Delante, CEO, Cognitive Technology Gianmichele Alivia, Vice President of Logistics, Prysmian North America
This workshop provides a unique opportunity for the attendees to not only hear about but also actively participate in a exercise of process digital transformation.
Key areas to learn:
• How to discover processes and identify automation level automatically
• Ensuring compliance
• Analyzing process performances, costs, and areas of improvement.
Featured case study:
• Featuring an indepth case study from Prysmian North America Digital transformation journey
• Order to Cash Business Process Analysis: how to automate it, monitor it and drive continuous improvement.
Exercise your skills:
• Please bring your lap top
• You will get to join with a small group for a real time business process analysis

Massimiliano Delante

Cognitive Technology

Gianmichele Alivia

Vice President of Logistics
Prysmian North America

10:40 AM - 11:10 AM Networking refreshment break

11:00 AM - 11:40 AM Fireside Chat Mapping and executing a process framework to deliver a holistic and excellent customer experience. Delivering an effortless customer experience takes a lot of effort!

Marcos Aria, Director, Premium Care Call Centers, AT&T
Join Marcus as he talks frankly about framework and strategy to increase opportunity and customer loyalty. 10 years at AT&T, Marcus currently directs a nationwide team managing the customer experience at Premium Care Call Centers – one of the most demanding areas of customer experience management. Taking success from his launch initiatives in CX for High Speed Internet Broadband and Voice Product. Marcus seeks to inspire teams to achieve efficient, innovative and effortless CX across the business.
•Launching process initiatives at AT&T to get ever closer to a customer-centric focus
•Finding the gaps in providing an effortless customer experience and determining how to bridge those gaps
•Developing an end to end process team to improve experience, contact and efficiencies
•Enabling strategic decision-making and real business change using VoC
•Taking lessons learned into call center operations for front line improvement

Marcos Aria

Director, Premium Care Call Centers

11:50 AM - 12:30 PM Case Study Leading with customer-centricity in Retail through times of disruption and change

Theo Rose, Former Senior Vice President, Organizational Transformation, Century 21 Stores
Retail is undergoing tremendous disruption and change and how it to new demands and operating pressures is critical to survival in today’s environment. How Retail is moving as an industry towards customer-centricity and leading with the customer experience front of mind, is a fascinating insight applicable to many industries. Hear Theo talk through the challenges faced and how he is leading transition in the team across the business.

•The structural challenges posed through disruption and change in the industry
•How is Retail adapting its operations around the customer and ensuring seamless engagement across multiple channels
•Redefining what OPEX is as the structural dimensions of the business are forced to change
•How can you adapt your process week to week and month to month?

Theo Rose

Former Senior Vice President, Organizational Transformation
Century 21 Stores

12:30 PM - 1:10 PM Research Spotlight Marrying OPEX with the customer journey – how leading organizations are designing process hand in hand with journey mapping

Connie Moore, Senior Vice President, Research, Digital Clarity Group
Connie directs the firm’s thought leadership in all aspects of customer experience management. Connie is renowned globally for her insights and real-world experience advising leaders in digital transformation, business process management and customer experience initiatives. Connie is expertly placed to give insight and though-leadership examples on how to take your customer experience to the next level of excellence.

•Transforming customer experience and achieving operational excellence – two sides of the same coin
•You can’t delight customers if internal processes are broken.
•How can marketing executives and operational leaders work together to align strategic objectives, methodologies, teams and tools?
•How groundbreaking companies have tackled this conundrum and achieved tangible business results

Connie Moore

Senior Vice President, Research
Digital Clarity Group

1:10 PM - 2:10 PM Networking lunch

Incentive programs can backfire and lead to behavior that is not in the interest of the company. There is considerable evidence that incentive programs impair creativity and problem-solving. Higher level jobs offer the opportunity to establish powerful intrinsic motivation. Few companies take advantage of this, and the overuse of incentives continues in spite of the scientific evidence. If incentive programs were effective we would not be faced with the fact that less than 40% of the US workforce is engaged.
•Understanding your own motivation at work
•Problems with incentives
•Minimizing the damage from incentives (if you cannot eliminate them)
•How to establish intrinsic motivation
•Success stories
•Applying these concepts to your own reports

Brooks Carder

PhD Principal Carder & Associates and Chair- Elect
ASQ Human Development and Leadership Division

1:00 PM - 2:30 PM Workshop F Digital transformation and the future workforce

As the world changes, financial services are evolving to keep pace with market disruptors and changing consumer habits and behaviors. To compete on cost, speed and flexibility to win market share, organizations are going digital. Building an OPEX program to support and enable digital throughout the business is one of the key learnings form this workshop. You will discuss:

•Why operational excellence should be driving the digital transformation agenda
•Building the case within the business
•High impact processes, tools and methodologies to enable the digital enterprise
•Identifying areas that are ripe for automation
•Leadership and managing digital transformation change

2:10 PM - 2:50 PM Hands-on working session The CX maturity model – where are you on the CX maturity path? Accelerate how to get to where you want to be

Diane Magers, Chair of Board, Customer Experience Professional Association
Don’t miss this highly interactive session where you are tasked with identifying where you currently sit within CXPA’s maturity model. Find where you might currently be lacking, where you are more advanced and importantly, best practice approaches and next steps to progress key areas to the next level of maturity.

•Key categories of assessment when building your customer-centric model
•Pinpoint where you are on your CX journey
•Determine where you are trying to get to
•Action steps to get you there

Diane Magers

Chair of Board
Customer Experience Professional Association

2:50 PM - 2:55 PM changeover

Track 13A

2:55 PM - 4:20 PM IDG 1: Technology enablers to transform traditional customer service processes

Hauke Schupp, Senior Vice President, Operational Excellence, Ten-X
•Technology to enable customer-centric process and operational change – what are leading organizations using?
•How to turn your value steam to create the next big experience for your customers

Hauke Schupp

Senior Vice President, Operational Excellence

Track 13B

2:55 PM - 4:20 PM IDG 4: Using journey mapping and visualization to transform the customer experience

Emmanuel Obiorah, Director, Process Excellence & Innovation, Verizon
•Customer journey maps to identify what customers really want
•Leveraging journey mapping to build customer-centric processes and products

Emmanuel Obiorah

Director, Process Excellence & Innovation

Track 13C

2:55 PM - 4:20 PM IDG 3: Gain greater results from greater customer intelligence

Diane Magers, Chair of Board, Customer Experience Professional Association
•Tips, tools and technology to accelerate your journey to greater customer intelligence
•How to interpret and deploy insights to best advantage

Diane Magers

Chair of Board
Customer Experience Professional Association

Track 13D

2:55 PM - 4:20 PM IDG 2: Evolving the customer experience in line with OPEX maturity

Steven Carleton, former Chief Operating Officer, eBay Global Shipping
•Using customer outcomes to continually adapt your process and meet changing demands
•Building sustainable and long-term improvement strategies around the customer

Steven Carleton

former Chief Operating Officer
eBay Global Shipping

Track 13E

2:55 AM - 4:20 AM IDG 5: What is the role of internal culture on customer relations?

Leslie Smith, RMS Customer Engagement Lead, Lockheed Martin
•Changing the environment to focus on what is best for the customer
•Creating relationships with the customer to ensure a better experience, engagement and loyalty

Leslie Smith

RMS Customer Engagement Lead
Lockheed Martin

Track 13F

3:55 PM - 5:20 PM IDG 6: Breaking down siloes and embedding a partnership mentality to deliver an enhanced customer experience

Denis Lapointe, Manager PSAP Services, West Safety Services
•Establishing employee engagement and buy-in to a 'partnership' approach which supports the customer experience
•Best practice in breaking down siloes and driving CX transformation across the business

Denis Lapointe

Manager PSAP Services
West Safety Services

3:00 PM - 4:30 PM Workshop G Optimizing your decision and process discovery through BPM to enhance efficiency, effectiveness and performance

Adam Harvey, Digital Process Automation Sales Leader, IBM
Business Process Management (BPM) is the essential tool to maximize operations and continuous process management. Operational excellence leaders are continually striving to improve activities and procedures thorough a better mix of methods, policies, practices and tools. This workshop will offer actionable steps to success and give you the tools to progress your organization through business-led change.

•Attaining the goal of gaining efficiency through process discovery and automation
•Using business intelligence to make the decision-making process more efficient and effective
•Optimizing process outcomes with real-time understanding and decision-making
•Best practices in discovering, modelling, monitoring and analyzing your business processes

Adam Harvey

Digital Process Automation Sales Leader

3:00 PM - 4:30 PM Workshop H Embedding innovation and a culture of continuous improvement at both operational and strategic level to drive business performance

Innovation and a culture of continuous improvement play key roles in the future progression and enhancement of business performance. Embedding a culture where innovation has an opportunity to thrive and where a workforce strives to perfect its mindset and behaviors, will only support and allow the business to grow.
This workshop will discuss:
•Lean and Agile to save on back and front office processes
•Embedding productivity, efficiency and effectiveness across the business
•The toolkit to deliver a continuous improvement culture
•Allowing room for innovation and creation while simultaneously driving operational excellence

4:20 PM - 4:25 PM Chair's summary and close of CX day

Shane Ragland, Customer Experience Leader, AT&T

Shane Ragland

Customer Experience Leader