Agenda
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Customer Day - Monday, June 3
12:00PM
-1:00PM
Lunch
Lunch
Customer Day - Monday, June 3
- Paul
- is
- gold
1:00PM
-1:45PM
Welcome Keynote
- Keynote
Welcome Keynote
Customer Day - Monday, June 3
Led by members of the Medallia User Group, this session is an opportunity to share insight and solicit guidance on effective solutions for common CEM challenges. Work side-by-side with peers to build an action plan for driving improvements to your own CX program. The meeting is open to all customers attending Experience 2017, but space is limited.
- Keynote
1:45PM
-2:00PM
Break
Break
Customer Day - Monday, June 3
As global automotive sales flatten, customer experience remains one of the key sustainable competitive advantages to protect and augment market share. With competitive pressure rising from digital innovation and new players, CX at dealerships is ripe for disruption. Join our automotive customer community and Medallia Automotive practice leaders to explore and discuss best practices related to establishing a culture of learning from customer feedback at dealerships in order to drive customer loyalty and, ultimately, market share.
2:00PM
-3:45PM
Automotive Exchange
- Roundtable
- Automotive
Automotive Exchange
Customer Day - Monday, June 3
As global automotive sales flatten, customer experience remains one of the key sustainable competitive advantages to protect and augment market share. With competitive pressure rising from digital innovation and new players, CX at dealerships is ripe for disruption. Join our automotive customer community and Medallia Automotive practice leaders to explore and discuss best practices related to establishing a culture of learning from customer feedback at dealerships in order to drive customer loyalty and, ultimately, market share.
- Roundtable
- Automotive
B2B Exchange
- Roundtable
- B2B
B2B Exchange
Customer Day - Monday, June 3
How do organizational leaders inspire a customer centric way of thinking and behaving within your frontline teams? What are the necessary soft skills Account Management individuals require to appropriately address conflict? How does Medallia enable your frontline teams to be proactive versus reactive in managing their account relationships? Please join your fellow B2B peers for a lively and interactive discussion as we address one of the biggest challenges in leading successful B2B CX programs - how to enable your Account Management teams with the right tools and skills to consistently deliver exceptional customer relationships and partnerships!
- Roundtable
- B2B
Financial Services Exchange
- Roundtable
- Financial Services
Financial Services Exchange
Customer Day - Monday, June 3
Welcome to the world of financial services...where customer expectations are constantly increasing, performance pressure remains intense, demand for efficient operations is becoming stronger and stronger, and data privacy is paramount. Join us in a 'Daily Show' format to hear from our financial services customers and Medallia practice members about how companies are facing, meeting and beating these challenges. From employee engagement to innovation and AI, we will cover topics that are top of mind in the Financial Services space.
- Roundtable
- Financial Services
Hospitality, Travel & Leisure Exchange
- Roundtable
- Hospitality, Travel & Leisure
Hospitality, Travel & Leisure Exchange
Customer Day - Monday, June 3
The hospitality, travel, and leisure industry is where experience management all began. Today’s guest, however, expects even more - faster service, more authentic personalization, and effective service recovery. As the top brands people interact with in their day-to-day lives continue to innovate, guests are bringing heightened expectations with them and the spotlight is back on the world of hospitality to continue leading the way. Come engage with peers from Medallia’s hospitality, travel and leisure community and discuss the integral role that CX plays in today’s challenges and opportunities in the space.
- Roundtable
- Hospitality, Travel & Leisure
Retail Exchange
- Roundtable
- Retail
Retail Exchange
Customer Day - Monday, June 3
The Retail industry is experiencing a massive transformation, with no signs of slowing down. During the past several years, the proliferation of digital channels, personalization of experiences and in-store innovations have redefined retail customer experiences. Looking ahead, we expect to see the adoption of a more predictive approach to CX, with artificial intelligence playing an important role. And we also predict that a deeper emphasis on the connection between employee and customer experiences will separate leaders from the pack. In this interactive session, you'll have the opportunity to share and learn from your peers and connect with members of Medallia's Retail Practice. We look forward to an inspiring discussion of "reflections," "projections" and “actions” as a greater community of retail CX practitioners!
- Roundtable
- Retail
Telco & Utilities Exchange
- Roundtable
- Telecommunications
Telco & Utilities Exchange
Customer Day - Monday, June 3
Welcome to the next level of CX…where striking a balance between technology and human emotion will be critical to meeting customer expectations.. Emerging technologies will enable brands to automate simple tasks and predict customer behavior. However, if these technologies result in changes that are not meaningful to customers, they may end up having a negative impact on the business. Join our telecom and utility customer community and Medallia practice leaders to explore and discuss how your peers are intelligently leveraging technology and customer empathy to boost their CX strategies. Expect lively customer panel discussions and deep peer interactions that will energize your CX efforts beyond Experience.
- Roundtable
- Telecommunications
3:45PM
-4:00PM
Break
Break
Customer Day - Monday, June 3
Come for an interactive workshop focused on the unique challenges and opportunities specific to B2B. Based on your feedback, we'll focus on key topics, such as: how digital is reshaping B2B CX; leveraging CX to retain and grow accounts; and closing the loop in a B2B world.
4:00PM
-5:15PM
Hot Topic Exchange: Text Analytics
Featuring guest speakers from Dick's Sporting Goods and Telefónica
- Roundtable
- Analytics
Hot Topic Exchange: Text Analytics
Customer Day - Monday, June 3
- Roundtable
- Analytics
Hot Topic Exchange: Digital CX
- Roundtable
- Digital CX
Hot Topic Exchange: Digital CX
Customer Day - Monday, June 3
- Roundtable
- Digital CX
Hot Topic Exchange: UX Design Research Insights
- Roundtable
- Product Roadmap
Hot Topic Exchange: UX Design Research Insights
Customer Day - Monday, June 3
- Roundtable
- Product Roadmap
Hot Topic Exchange: Employee Experience
- Roundtable
- Employee Experience
Hot Topic Exchange: Employee Experience
Customer Day - Monday, June 3
- Roundtable
- Employee Experience
Hot Topic Exchange: The Role of AI in Transforming CX
Sponsored by Accenture
- Roundtable
- Artificial Intelligence
Hot Topic Exchange: The Role of AI in Transforming CX
Customer Day - Monday, June 3
- Roundtable
- Artificial Intelligence
Financial Linkage Workshop
- Workshop
- Analytics
Financial Linkage Workshop
Customer Day - Monday, June 3
Join us for an interactive workshop on how to quantify the ROI of Experience Management. This session will begin with an overview of Medallia’s methodology for linking customer feedback data to financial and operational outcomes, followed by industry-based group activities to brainstorm ways to apply the linkage methodology to your industry or business model. You’ll walk away from this session with knowledge of how to design a linkage analysis, ideas for how to apply it to your own company, and an understanding of what data you’ll need to get the analysis underway. Workshop limited to 50 participants. A shorter version of this session will be repeated on Tuesday, June 4 at 2:45 pm.
- Workshop
- Analytics
Q&A with Fred Reichheld
Q&A with Fred Reichheld
Customer Day - Monday, June 3
5:15PM
-6:30PM
Networking Reception
Networking Reception
Customer Day - Monday, June 3
Conference Day 1 - Tuesday, June 4
7:00AM
-8:30AM
Networking Breakfast
Networking Breakfast
Conference Day 1 - Tuesday, June 4
8:30AM
-10:00AM
Winning in the Experience Economy
Medallia
- Keynote
Winning in the Experience Economy
Conference Day 1 - Tuesday, June 4
The top companies understand customers and employees build the best brands. They do it through intelligence that allows them to change the product, service and employee experience based on feedback, instantly in live time. Leading companies are using intelligent systems to reveal opportunities, uncover hidden gaps and predict needs and behaviors between customers and employees at scale. Hear CEO Leslie Stretch, CPO Krish Mantripgragada, and guests set the vision for the future of XM.
- Keynote
-
Leslie Stretch
CEO, MedalliaRead BioPrior to joining Medallia, Leslie was the CEO of CallidusCloud where he led them on a journey that delivered record returns for shareholders. Prior to joining Callidus, Leslie worked for Sun Microsystems for nearly a decade. At Sun, he held the position of Senior Vice President of global channel sales and was the Managing Director of Sun Microsystems U.K. Ltd. Before joining Sun, Leslie held various sales positions at Oracle Corporation.
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Krish Mantripragada
Chief Product Officer, MedalliaRead BioKrish leads Medallia's product and design organizations. Prior to Medallia, he was SVP & GM of Information and Analytics Solutions at First Data, responsible for monetizing one of the largest payments and commerce data systems in the world. And previously, Krish has held several product leadership positions at SAP, i2 Technologies, Agile Software and United Technologies Research.
10:00AM
-10:30AM
Break
Break
Conference Day 1 - Tuesday, June 4
Join us as we reveal Medallia's product vision and roadmap for the future of Medallia Experience Cloud and how Medallia is leading the innovation in Experience Management. Learn how organizations are connecting experience and operational data to truly understand the customer and employee journey, applying intelligence to detect patterns and predict behavior, sourcing the power of the whole organization to take actions that make customers and employees loyal for life, and transforming the culture of the entire company.
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Krish Mantripragada
Chief Product Officer, MedalliaRead BioKrish leads Medallia's product and design organizations. Prior to Medallia, he was SVP & GM of Information and Analytics Solutions at First Data, responsible for monetizing one of the largest payments and commerce data systems in the world. And previously, Krish has held several product leadership positions at SAP, i2 Technologies, Agile Software and United Technologies Research.
10:30AM
-11:00AM
Customer Care Innovation
Samsung
- Keynote
Customer Care Innovation
Conference Day 1 - Tuesday, June 4
- Keynote
-
Michael Lawder
SVP, Customer Care, Samsung Electronics America, SamsungRead BioMichael is focused on building stronger, more meaningful relationships with customers, and ensuring they always have an awesome brand experience. He is transforming Samsung from a company that produces hardware, to a company that also emphasizes the softer side of the business—the people who buy Samsung products, and the Samsung employees who ensure consumers have a great experience with those products.
11:00AM
-11:30AM
Employees – The Heart of CX
Scotiabank
- Keynote
- Financial Services
Employees – The Heart of CX
Conference Day 1 - Tuesday, June 4
- Keynote
- Financial Services
-
Carolyn Saunders
SVP, Global Customer Experience, ScotiabankRead BioCarolyn is a passionate and purpose-driven change leader, managing teams through transformations, re-structuring and culture shifts, with thought-leadership and strategic direction. Before joining Scotiabank 10 years ago she held roles in Credit Cards, Marketing, Wealth and major transformations. Previously, she’s had roles with E*TRADE Canada and TD Bank.
11:30AM
-12:45PM
Lunch
Lunch
Conference Day 1 - Tuesday, June 4
12:45PM
-1:30PM
Can Emotionally Relevant CX at the Right Time Inspire Action and Loyalty?
Deloitte Digital
- Story Session
Can Emotionally Relevant CX at the Right Time Inspire Action and Loyalty?
Conference Day 1 - Tuesday, June 4
Beyond marketing, can tapping into emotional and contextual data foster deeper connections with your customers across key moments? And do these connections in turn increase the lifetime value of those customers? Can “feelings” decrease the likelihood of brand-switching? Join us to hear the surprising insights from Deloitte Digital’s recently released research report on emotion-driven engagement. We’ll talk about the implications of feelings, along with the data, governance processes, and technology capabilities that allow you to embed human experience in every fiber of your organization. Session sponsored by Deloitte.
- Story Session
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Jennifer Buchanan
Vice President Alliances, Deloitte DigitalRead BioJennifer leads Deloitte Digital’s Customer Experience technology alliances, working across industries and channels to challenge her clients to think differently about how they use technology to operationalize customer insights across their organizations. She uses her passion for research to help clients better understand audience motivations and brand perceptions, and how to enhance products, marketing, hiring, and customer servicing. In her 15 years of experience, Jennifer has supported clients spanning governmental agencies and Fortune 500 companies in the financial services, retail, technology, consumer products, professional services, and life sciences industries.
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Tim Greulich
Managing Director, Deloitte DigitalRead BioTim is the leader for Deloitte Digital’s Operational Customer Experience Practice, and has lead the development, implementation, and execution of a new digital engagement approach. Tim specializes in helping clients develop executable strategies for getting the most out of their customer interactions and effectively managing their overall customer operations. During his more than 17 years of consulting experience, Tim has helped clients transform their customer and digital engagement capabilities, and has substantial experience in the financial services, telecommunications, and high tech industries.
Energizing Employees In High Volume Environments
Experience Strategy Associates
- Story Session
- Hospitality, Travel & Leisure
- Frontline Engagement
Energizing Employees In High Volume Environments
Conference Day 1 - Tuesday, June 4
Changing the culture of an organization is a massive undertaking. But how do you turn scale into an opportunity instead of a barrier? Learn how Greg Chase has used psychological principles to give large hotel brands a small boutique feel, where employees make each guest interaction highly personal and memorable. Hear how he created an innovative program that has energized employees and transformed the front-line for effective, real-time problem resolution.
- Story Session
- Hospitality, Travel & Leisure
- Frontline Engagement
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Greg Chase
Chief Thought Provoker, Experience Strategy AssociatesRead BioGreg is an accomplished CX Executive having worked for Fortune 500 and 100 companies In his last role, he was responsible for designing, measuring and implementing the guest experience strategy for over 30 luxury global brands. He has also led teams who oversees consumer feedback and strategies to drive customer satisfaction and loyalty, and has successfully led company-wide culture transformation in both guest and employee experience.
“More than Just a Score” – Client Driven Growth
Bank of America & Medallia
- Story Session
- Financial Services
- Analytics
“More than Just a Score” – Client Driven Growth
Conference Day 1 - Tuesday, June 4
Evolving the client experience thinking from score watching to managing overall relationship. In this session you will learn about the roadmap on how to make that switch. You’ll be able to walk away with a new way to look at your clients and ultimately, change the perception of your client experience culture.
- Story Session
- Financial Services
- Analytics
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Jason Renteria
SVP Strategy and Program Management, Bank of AmericaRead BioJason Renteria is a consumer client experience manager for Bank of America, leading client experience strategy and initiative planning across all service delivery channels. He is responsible for service integration efforts for Mobile and Online Banking, ATMs, financial centers and Small Business. In addition, he leads client experience insight efforts and client journey improvement. Jason joined Bank of America in 2003, where he has served in several different roles. Prior to Bank of America, Jason worked for the Walt Disney World Co., where he managed international sales for the Asia Pacific Region and was responsible for custom marketing solutions for Walt Disney Parks & Resorts and Disney Cruise Line.
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Akash Bose
Insights Consultant, MedalliaRead BioAkash leads CX analytics strategy for Medallia’s major Financial Services clients. With an extensive background in analytics, engineering, and consulting he brings a versatile skill set to the Insights team. Akash holds an advanced degree in analytics with a specialization in advanced statistical modeling. Drawing on his expertise in statistics and interpretable machine learning, he uncovers meaningful stories from raw data to drive operational value.
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Mike Milburn
Director, Embedded ExpertsRead BioMike is the Director of the East Coast Embedded Experts at Medallia. He has been designing and implementing global Customer Experience Management programs for the past 13 years. Mike has worked with some of the largest companies to help them transform their business to a customer-centric focus. He has deep experience across many industries with a current focus in the Financial Services space.
#FamousForCare – Building a Game Changing Approach to Customer Care
T-Mobile
- Story Session
- Telecommunications
- 1:1 Closed Loop Strategy
#FamousForCare – Building a Game Changing Approach to Customer Care
Conference Day 1 - Tuesday, June 4
Today’s customers desire personalized and relevant experiences that go far beyond simply resolving their issues or answering questions. T-Mobile, the Un-carrier, set out to revolutionize the industry using a customer experience obsessed approach, and the results speak for themselves! In this session, learn how T-Mobile changed the game by utilizing CX insights and closed loop processes to build a unique community of specialized customer care agents who deliver a truly ground-breaking and tailored customer experience, making T-Mobile #FamousForCare.
- Story Session
- Telecommunications
- 1:1 Closed Loop Strategy
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Denise Vidal
Senior Director Frontline & Customer Experience, T-MobileRead BioDenise is the visionary behind T-Mobile’s Frontline Experience Team, transforming the team into a dynamic organization, now known as Frontline Experience, supporting both the customers’ and the front-line employees’ need. She is an innovator, an avid business problem solver, bridging the gap across the T-Mobile enterprise to create an organizational culture that finds ground-breaking ways to empower front-line teams to own the customer experience.
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Darya Williams
Sr Manager, Program Management Operations, T-Mobile USARead BioDarya leads T-Mobile’s CX Programs on the Frontline Experience Team, and chairs the cross-channel governance group uniting Care, Retail, Commercial, Digital and Metro by T-Mobile CX leaders and insights. She has led Technology Program Management, Frontline Retail, and Frontline Customer Care teams, and she’s committed to working to eliminate customer experience barriers by sharing insights with CX professionals to eradicate customer pain points.
Tackling the B2B Response Rate Challenge – Core Principles
American Express
- Workshop
- B2B
- Program Design
Tackling the B2B Response Rate Challenge – Core Principles
Conference Day 1 - Tuesday, June 4
Achieving response rates that provide confidence in feedback metrics can be challenging. In this session we will unpack the complexity of the B2B response rate challenge and explore five key components that can be managed more effectively. American Express Merchant Services will share learnings from their targeted efforts to address each of the five key components for their own B2B relationship program. Follow this session with our (optional) workshop that will show you how to improve response rates for your own B2B program. Workshop limited to 50 participants.
- Workshop
- B2B
- Program Design
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Or Gorsky
Director, OGC GlobalRead BioOr co-founded the Insights consulting practice at Medallia and authored several units of Medallia’s CEM Certification Course. In 2012 he founded OGC, a boutique consulting group specializing in operational CEM strategy and primary research which has become a preferred consulting services delivery partner to Medallia. OGC offers a range of services to help companies maximize their CEM program’s impact; OGC's client list includes category leaders such as American Express, Comcast, Gap, Samsung, Subway and others.
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Suraj ‘SUV’ Venkitachalam
Director, Professional Services, MedalliaRead BioSUV brings over 10 years of B2B Technology experience, in a diverse array of roles across both startups and Fortune 100 firms. At Medallia, SUV is a founding member of the B2B Practice, and manages a portfolio comprising some of our most strategic accounts, in addition to founding and growing Medallia's DC Professional Services office. Before Medallia, SUV held roles as an Engineer, Consultant, and Product Manager at Oracle and Eka Software.
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Laurie Melton
Director, Merchant Experience, American ExpressRead BioLaurie leads the global NPS program for the Merchant Services division, which operates in 15 countries. Her team is responsible for reinforcing a customer-first mindset among the Merchant-facing teams and delivering seamless execution of a B2B relationship program for businesses that accept American Express. Her team delivers results, trends, best practices, and actionable insights that shape strategy and enable the organization to develop high-impact, data-driven and measurable action plans for improving Merchant satisfaction.
[12:45-1:05] Employee Experience in Action
Medallia
- Product Theater
- Employee Experience
[12:45-1:05] Employee Experience in Action
Conference Day 1 - Tuesday, June 4
To win in the marketplace you must also win in the workplace. Learn how the Medallia Employee Experience (EX) Suite allows you to drive business growth and efficiency by designing, managing, and scaling world-class employee experience programs. This session will preview four EX Apps: Employee Engagement, Employee Journeys & Moments, Employee Ideas, and Employee Service and discuss how Medallia helps you create a culture of empowerment and action, foster innovation and creativity, and improve employee happiness and productivity.
Speaker: Scott Jones (VP, Product Marketing)
- Product Theater
- Employee Experience
[1:10-1:30] B2B Customer Experience in Action
Medallia
- Product Theater
[1:10-1:30] B2B Customer Experience in Action
Conference Day 1 - Tuesday, June 4
Business account relationships involve a diverse group of stakeholders who interact with your brand across multiple channels and touchpoints. Learn how the Medallia Business Experience (BX) Suite allows you to connect experience data from the full range of stakeholders with key operational data and internal perspectives to get a complete view of each account’s health, as well as your overall go-to-market process. This session will preview BX Apps tailored for Sales, Account Management, Implementation and Support professionals. We’ll discuss how Medallia helps you build advocates, strengthen business relationships, and increase conversions.
Speakers: Saurin Shah, Sr. Director, Product Management and Rajendran Nair, VP of Marketing, Strikedeck
- Product Theater
1:30PM
-1:45PM
Break
Break
Conference Day 1 - Tuesday, June 4
Changing the culture of an organization 82,000 strong is a massive undertaking. But how do you turn scale into an opportunity instead of a barrier? Learn how MGM Resorts gives a large hotel brand a small boutique feel, where employees make each guest interaction highly personal and memorable. Hear how they created an innovative program built around psychological principles that has energized employees and transformed the front-line for effective, real-time problem resolution.
-
Greg Chase
Chief Thought Provoker, Experience Strategy AssociatesRead BioGreg is an accomplished CX Executive having worked for Fortune 500 and 100 companies In his last role, he was responsible for designing, measuring and implementing the guest experience strategy for over 30 luxury global brands. He has also led teams who oversees consumer feedback and strategies to drive customer satisfaction and loyalty, and has successfully led company-wide culture transformation in both guest and employee experience.
1:45PM
-2:30PM
Sponsored Session: Bain & Company
Sponsored Session: Bain & Company
Conference Day 1 - Tuesday, June 4
Changing the culture of an organization 82,000 strong is a massive undertaking. But how do you turn scale into an opportunity instead of a barrier? Learn how MGM Resorts gives a large hotel brand a small boutique feel, where employees make each guest interaction highly personal and memorable. Hear how they created an innovative program built around psychological principles that has energized employees and transformed the front-line for effective, real-time problem resolution.
-
Greg Chase
Chief Thought Provoker, Experience Strategy AssociatesRead BioGreg is an accomplished CX Executive having worked for Fortune 500 and 100 companies In his last role, he was responsible for designing, measuring and implementing the guest experience strategy for over 30 luxury global brands. He has also led teams who oversees consumer feedback and strategies to drive customer satisfaction and loyalty, and has successfully led company-wide culture transformation in both guest and employee experience.
Employee Experience: What is it and Why Does it Matter to Customer Experience?
RedThread Research
- Story Session
- Employee Experience
Employee Experience: What is it and Why Does it Matter to Customer Experience?
Conference Day 1 - Tuesday, June 4
In this session, Stacia Garr of RedThread Research will share her research on answers to critical questions related to the connection between employee experience and customer experience, such as: 1) What comprises employee experience and how is it different from employee engagement; 2) How does employee experience impact customer experience; and 3) What are actionable steps organizations can take to start improving employee experience today? She will include company examples and provide the audience with key questions to help leaders begin their journey to using employee experience to influence customer experience.
- Story Session
- Employee Experience
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Stacia Sherman Garr
Co-founder & Principal Analyst, RedThread ResearchRead BioStacia is a researcher and thought leader on talent management, leadership, D&I, people analytics, and HR Technology. A frequent speaker and writer, her work has been featured in Fortune, Forbes, and The New York Times, among others. She co-founded RedThread Research in 2018, after leading talent and workforce research for 8 years at Bersin by Deloitte. Before Bersin, Stacia spent nearly 5 years conducting research and creating learning content for the Corporate Leadership Council, part of CEB/Gartner.
Creating and Sustaining a Customer-Centric Enterprise Culture
Ulta Beauty
- Jump Start
- Retail
- Program Design
Creating and Sustaining a Customer-Centric Enterprise Culture
Conference Day 1 - Tuesday, June 4
Transforming a company's culture to focus on the customer is a daunting task, yet many companies aspire to do just that. The good news is that there are practical steps you can take to build a customer-centric approach throughout your entire organization. In this Jump Start session, Ulta Beauty will share how it’s new CX team is partnering with Medallia to make its vision and strategy for customer-centricity come to life. Learn a proven approach to building enterprise alignment from the CEO to front line associates, and best practice lessons from Ulta Beauty's recent program rollout. This session is intended for participants just getting started on their journey with Medallia, or those looking for inspiration on key program fundamentals.
- Jump Start
- Retail
- Program Design
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Michael Smith
Senior Director, Customer Experience Innovation, Ulta BeautyRead BioMichael spent the past year establishing a customer experience vision, strategy, functional team and new measurement platform. He’s currently leading Ulta Beauty in their quest to design, develop and deliver on an unparalleled omni-channel consumer experience. Prior to that he led Customer Experience strategy and innovation for Luxottica – LensCrafters, Pearle Vision and EyeMed, and early in his career worked in strategy and brand management in the consumer packaged goods space.
Tackling the B2B Response Rate Challenge – Applied Case Study
OGC Global & Medallia
- Workshop
- B2B
- Program Design
Tackling the B2B Response Rate Challenge – Applied Case Study
Conference Day 1 - Tuesday, June 4
In this case-based workshop, you’ll apply our practical methodologies for boosting response rates in a typical B2B program. Participants will work in teams to brainstorm solutions for five key areas impacting response rates: Invitation file creation, deliverability, email open rates, click through and abandonment. Team members will explore the provided case study and data points, and will discuss optimal methods to improve performance in their respective area. The workshop will culminate in a discussion in which each team will present their findings, revealing inventive methods to increase survey response rates. Workshop limited to 50 participants.
- Workshop
- B2B
- Program Design
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Or Gorsky
Director, OGC GlobalRead BioOr co-founded the Insights consulting practice at Medallia and authored several units of Medallia’s CEM Certification Course. In 2012 he founded OGC, a boutique consulting group specializing in operational CEM strategy and primary research which has become a preferred consulting services delivery partner to Medallia. OGC offers a range of services to help companies maximize their CEM program’s impact; OGC's client list includes category leaders such as American Express, Comcast, Gap, Samsung, Subway and others.
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Suraj ‘SUV’ Venkitachalam
Director, Professional Services, MedalliaRead BioSUV brings over 10 years of B2B Technology experience, in a diverse array of roles across both startups and Fortune 100 firms. At Medallia, SUV is a founding member of the B2B Practice, and manages a portfolio comprising some of our most strategic accounts, in addition to founding and growing Medallia's DC Professional Services office. Before Medallia, SUV held roles as an Engineer, Consultant, and Product Manager at Oracle and Eka Software.
[1:45-2:05] Increase the Reach of Your Experience Programs with Medallia Conversations
Medallia
- Product Theater
[1:45-2:05] Increase the Reach of Your Experience Programs with Medallia Conversations
Conference Day 1 - Tuesday, June 4
The use of mobile messaging is growing at an amazing rate, and many platforms welcome business-to-consumer communications. Medallia Conversations provides a one-stop shop for creating real-time feedback programs that can span multiple messaging channels, and enable engaging, two-way interactions before, during or after experiences. This session will show how you can use Conversations to increase feedback, and even influence the outcome of experiences, on SMS, Facebook Messenger, WeChat, and WhatsApp. It will also provide details on the new Conversations message connector API to connect with additional messaging channels.
Speaker: David Love (Principal Product Manager)
- Product Theater
[2:10-2:30] Take Charge of Your Online Reputation with Medallia Social
Medallia
- Product Theater
- Feedback Methods
[2:10-2:30] Take Charge of Your Online Reputation with Medallia Social
Conference Day 1 - Tuesday, June 4
Indirect feedback through social media is a powerful signal of customer satisfaction, and your customers have an evolving network of social channels at their fingertips to tell the world about their best (and worst!) experiences. This session will show how Medallia has invested in collecting and managing feedback on Facebook and Google, two of the fastest growing sources of online reviews. In addition, you will learn how you can set up your frontline to respond to this feedback directly from Medallia.
Speaker: Vache Moroyan (Sr. Director, Product Management)
- Product Theater
- Feedback Methods
2:30PM
-2:45PM
Break
Break
Conference Day 1 - Tuesday, June 4
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Stacia Sherman Garr
Co-founder & Principal Analyst, RedThread ResearchRead BioStacia is a researcher and thought leader on talent management, leadership, D&I, people analytics, and HR Technology. A frequent speaker and writer, her work has been featured in Fortune, Forbes, and The New York Times, among others. She co-founded RedThread Research in 2018, after leading talent and workforce research for 8 years at Bersin by Deloitte. Before Bersin, Stacia spent nearly 5 years conducting research and creating learning content for the Corporate Leadership Council, part of CEB/Gartner.
2:45PM
-3:30PM
Advisors First – Building the Foundation for Enterprise-Wide CX
LPL Financial
- Story Session
- B2B
- Executive Engagement
Advisors First – Building the Foundation for Enterprise-Wide CX
Conference Day 1 - Tuesday, June 4
LPL Financial had a broad organizational mandate to make advisors the center of its business. However, the organizational model, resources, and tools were not in place to fulfill its client-first strategy. Learn how how LPL Financial developed the vision, business case, partnerships, and digital native solution to re-energize, consolidate, and expand its nascent customer experience capability into an enterprise-wide client feedback program. Session sponsored by commonFont.
- Story Session
- B2B
- Executive Engagement
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Chris Albertson
SVP, Advisor Feedback, LPL FinancialRead BioChris leads Advisor Feedback, Advisor Readiness and Conference Experiences at LPL Financial. He joined LPL Financial in early 2018 with an extensive 20+ year background in financial services having worked at First Union, Wachovia and Wells Fargo where his focus areas have been client analytics, employee engagement and client experience strategy.
X's and O's – The Impact of Analyzing Experience and Operational Data
Vail Resorts
- Story Session
- Hospitality, Travel & Leisure
- Analytics
X's and O's – The Impact of Analyzing Experience and Operational Data
Conference Day 1 - Tuesday, June 4
Finding new ways to unlock actionable insights from data can transform the impact of your customer feedback. In this session, Vail Resorts will share how you can use a data-driven approach to mine for insights and analyze the impact of experience. Learn how they leverage analytics to: link customer feedback to relevant behavioral, operational, and environmental data; test new ideas; and anticipate future customer behaviors using a custom predictive model.
- Story Session
- Hospitality, Travel & Leisure
- Analytics
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Sarah Travis
Director of Guest Insights and Experience, Vail ResortsRead BioSarah Travis is obsessed with improvement. As the leader of an evolving Guest Insights department at Vail Resorts, she is transforming how the company approaches experience data by constantly challenging the status quo and finding new ways to incorporate data to advance guest understanding.
Using Medallia Conversations & Google Promote to Engage Customers Like Never Before
H&R Block
- Story Session
- Financial Services
- Feedback Methods
Using Medallia Conversations & Google Promote to Engage Customers Like Never Before
Conference Day 1 - Tuesday, June 4
If you’re on top of your CX game, you’re always looking for ways to engage customers like never before. For H&R Block’s Retail Tax group, that means constantly embracing new technologies and sources of feedback that deliver tangible, actionable insights on the customer experience. Come hear their success story to learn how you can dramatically increase response rates using Medallia Conversations. See the power of Google Promote for boosting your volume of online ratings and reviews. Get inspired to evolve your CX program strategy to make sure you don’t fall behind in the race for amazing CX.
- Story Session
- Financial Services
- Feedback Methods
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Pamela Kennedy
Client Insights, H&R BlockRead BioAs a member of the Client Insights team at H&R Block, Pam is responsible for the Voice of the Client program for H&R Block Retail Tax. She has held numerous Marketing and Research positions at several large companies such as General Mills, Black & Decker, and The Principal Financial Group. In addition, Pam teaches adjunct courses in Business Communication at The University of Kansas.
Moving from Transactions to Relationships
Tigo
- Story Session
- Telecommunications
- Program Design
Moving from Transactions to Relationships
Conference Day 1 - Tuesday, June 4
Over the last few years, Tigo has been transitioning from a transactional product-focused business model to a subscription relationship-focused model, with customer experience at the center of everything they do. This session will share Tigo’s recipe for rolling out a global Voice of the Customer (VOC) program built on three strategic pillars: Metrics, Processes, and Culture; and their continuous improvement model for long-term sustainability. Learn the steps taken, resources and structures needed, and types of key stakeholder involvement that has allowed Tigo to unite the company around the customer.
- Story Session
- Telecommunications
- Program Design
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Anna Collier
Customer Experience & Transformation Manager, TigoRead BioAs part of Tigo's Regional Latin American team for the last five years, Anna is involved in Customer Experience for B2C and B2B clients. Her focus is on supporting Millicom’s (Tigo) global transition from a transactional product-focused business model to a subscription relationship-focused model, with the customer at the center of everything they do.
Proving the Value of Experience Management
Medallia
- Workshop
- Telecommunications
- Analytics
Proving the Value of Experience Management
Conference Day 1 - Tuesday, June 4
Join us for an interactive workshop on how to quantify the ROI of Experience Management. This session will begin with an overview of Medallia’s methodology for linking customer feedback data to financial and operational outcomes, followed by industry-based group activities to brainstorm ways to apply the linkage methodology to your industry or business model. You’ll walk away from this session with knowledge of how to design a linkage analysis, ideas for how to apply it to your own company, and an understanding of what data you’ll need to get the analysis underway. Workshop limited to 50 participants.
- Workshop
- Telecommunications
- Analytics
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Akash Bose
Insights Consultant, MedalliaRead BioAkash leads CX analytics strategy for Medallia’s major Financial Services clients. With an extensive background in analytics, engineering, and consulting he brings a versatile skill set to the Insights team. Akash holds an advanced degree in analytics with a specialization in advanced statistical modeling. Drawing on his expertise in statistics and interpretable machine learning, he uncovers meaningful stories from raw data to drive operational value.
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Josh Rose
Insights Consultant, MedalliaRead BioJosh is a Manager with the CX Strategy & Insights team based out of New York City, and has been with Medallia for 2.5 years, including time in Professional Services. He specializes in combining deep knowledge of the Medallia platform with the advanced analytical approaches of the Insights team to unlock actionable insights and prove the value of customer experience.
[2:45-3:05] Product Experience in Action
Medallia
- Product Theater
- Product Roadmap
[2:45-3:05] Product Experience in Action
Conference Day 1 - Tuesday, June 4
To effectively compete against the wide variety of alternative products available to consumers and businesses, you need to understand what customers need and, more importantly, why. Learn how the Medallia Product Experience (PX) Suite allows you to gain the insights needed to offer products that meet - and exceed - customer needs. This session will provide an overview of four key Medallia Experiencer Cloud capabilities for collecting and analyzing feedback on product experiences, so that your organization can provide products that customers love.
Speaker: Ali Sadat (VP, Product Management)
- Product Theater
- Product Roadmap
[3:10-3:30] Drive Real-Time Feedback and Engagement in your Mobile App with Medallia Digital In-App
Medallia
- Product Theater
[3:10-3:30] Drive Real-Time Feedback and Engagement in your Mobile App with Medallia Digital In-App
Conference Day 1 - Tuesday, June 4
A mobile app is a great channel to engage your users wherever they are, as well as a powerful way to create brand recognition and build customer loyalty. Now, it can also be a fantastic method to get experience feedback! In this session you will learn how Medallia Digital In-App allows you to add feedback capabilities within your mobile app, and the different methods that are available to engage app users. You will also get best practices guidance based on Medallia customer implementations, along with key considerations for your app product development and CX teams.
Speaker: Yinon Genud (VP, Product Management)
- Product Theater
3:30PM
-4:00PM
Break
Break
Conference Day 1 - Tuesday, June 4
LPL Financial had a broad organizational mandate to make advisors the center of its business. However, the organizational model, resources, and tools were not in place to fulfill its client-first strategy. Learn how how LPL Financial developed the vision, business case, partnerships, and digital native solution to re-energize, consolidate, and expand its nascent customer experience capability into an enterprise-wide client feedback program. Session sponsored by commonFont.
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Chris Albertson
SVP, Advisor Feedback, LPL FinancialRead BioChris leads Advisor Feedback, Advisor Readiness and Conference Experiences at LPL Financial. He joined LPL Financial in early 2018 with an extensive 20+ year background in financial services having worked at First Union, Wachovia and Wells Fargo where his focus areas have been client analytics, employee engagement and client experience strategy.
4:00PM
-4:30PM
Building the Relationship: Driving Transformation, One Client At A Time
Coach
- Keynote
- Retail
Building the Relationship: Driving Transformation, One Client At A Time
Conference Day 1 - Tuesday, June 4
LPL Financial had a broad organizational mandate to make advisors the center of its business. However, the organizational model, resources, and tools were not in place to fulfill its client-first strategy. Learn how how LPL Financial developed the vision, business case, partnerships, and digital native solution to re-energize, consolidate, and expand its nascent customer experience capability into an enterprise-wide client feedback program. Session sponsored by commonFont.
- Keynote
- Retail
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Chris Albertson
SVP, Advisor Feedback, LPL FinancialRead BioChris leads Advisor Feedback, Advisor Readiness and Conference Experiences at LPL Financial. He joined LPL Financial in early 2018 with an extensive 20+ year background in financial services having worked at First Union, Wachovia and Wells Fargo where his focus areas have been client analytics, employee engagement and client experience strategy.
4:30PM
-5:00PM
A Winning Culture: How Authentic Leadership Leads to a Better Guest Experience
Holland America Line
- Keynote
- Hospitality, Travel & Leisure
A Winning Culture: How Authentic Leadership Leads to a Better Guest Experience
Conference Day 1 - Tuesday, June 4
As a former Human Resources executive, Orlando Ashford knows something about shaping organizational culture and performance. Since joining Holland America Line as their president in 2014, the company has embraced a major shift in approach to the business, resulting in record-breaking employee engagement, revenue numbers and NPS scores. In this session, you’ll hear how authentic leadership and communication helped them get there.
- Keynote
- Hospitality, Travel & Leisure
-
Orlando Ashford
President, Holland America LineRead BioOrlando Ashford serves as president of Holland America Line, leading the award-winning cruise line's brand and business, including its fleet of 15 premium vessels carrying more than 900,000 guests annually to all seven continents. Ashford oversees Holland America Line’s sales and marketing, revenue management, deployment and itinerary planning, public relations, hotel operations and strategy.
5:00PM
-5:15PM
Expy Awards
Expy Awards
Conference Day 1 - Tuesday, June 4
As a former Human Resources executive, Orlando Ashford knows something about shaping organizational culture and performance. Since joining Holland America Line as their president in 2014, the company has embraced a major shift in approach to the business, resulting in record-breaking employee engagement, revenue numbers and NPS scores. In this session, you’ll hear how authentic leadership and communication helped them get there.
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Orlando Ashford
President, Holland America LineRead BioOrlando Ashford serves as president of Holland America Line, leading the award-winning cruise line's brand and business, including its fleet of 15 premium vessels carrying more than 900,000 guests annually to all seven continents. Ashford oversees Holland America Line’s sales and marketing, revenue management, deployment and itinerary planning, public relations, hotel operations and strategy.
6:30PM
-10:00PM
Light Up the Night Festival
Light Up the Night Festival
Conference Day 1 - Tuesday, June 4
Our Light up the Night Festival is inspired by Medallia's new brand and our aspiration to be the north star for all of our customers. Come celebrate and network in a neon playground that will include lots of music, local artisans, beer tasting, light inspired foods and some surprises that will inspire and delight all attendees. Sponsored by Kantar.
Conference Day 2 - Wednesday, June 5
7:00AM
-8:30AM
Networking Breakfast
Networking Breakfast
Conference Day 2 - Wednesday, June 5
8:30AM
-8:45AM
Day 2 Welcome
Day 2 Welcome
Conference Day 2 - Wednesday, June 5
Digital transformation is one of the most important strategic trends companies are grappling with. Get it right and companies create new avenues for sustained growth and differentiation. Get it wrong and companies become irrelevant. The influx of data offers great opportunities and challenges at the same time. Hear from Ori on how Medallia’s digital Voice of Customer (VOC) solution becomes the cornerstone of any multichannel strategy and how we're working with partners to combine web analytics and VOC to optimize every digital experience.
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Avinash Kaushik
Author & Digital Marketing Evangelist at Google, GoogleRead BioThrough his blog and best-selling books, Avinash is a recognized authority on how executive teams can leverage digital platforms and data to out-innovate their competitors and achieve superior financial results. He puts frameworks around the often frenetic digital world, and combines that with the idea that investing in talented people is key to long-term success.
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Ori Soen
CMO & GM of Medallia for Digital, MedalliaRead BioOri was CEO at Digital Voice of the Customer leader, Kampyle, and joined Medallia in October 2016 as part of Medallia's acquisition of Kampyle. Ori has held various executive positions including CMO & GM at Jajah, an innovative VoIP platform; CMO at MyHeritage; and founder and CEO of two startups.
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Carolyn Sakstrup
Senior Vice President, Marketing, TargetRead BioCarolyn leads Loyalty Marketing and the Guest Center of Excellence for Target. She is responsible for the deepening of relationships with Target guests through the strategic development and launch of a new loyalty platform, as well as through understanding consumer behavior and perception of Target across all channels and businesses.
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Royston Seaward
Partner, Adobe Alliance Lead EMEA, Deloitte DigitalRead BioRoyston leads the Adobe Alliance across EMEA, focusing on clients in the Media and Telecoms industry. He has 23 years consultancy experience, and specializes in enabling digital channels, combining platforms and improving customer experience.
8:45AM
-9:15AM
Listening & Responding to Feedback
Petco
- Keynote
- Retail
Listening & Responding to Feedback
Conference Day 2 - Wednesday, June 5
- Keynote
- Retail
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Ron Coughlin
CEO, PetcoRead BioAs CEO of Petco, a leading pet specialty retailer, Ron drives the company’s business strategy, direction and overall performance in support of Petco’s vision: healthier pets, happier people, better world. With more than 25 years working with some of the world’s top brands, Ron’s expertise lies in transforming business by honing strategy, cultivating high-performance teams, propelling innovation, re-engineering cost structures, and driving global sales and marketing.
9:15AM
-9:45AM
X: The Experience When Business Meets Design
Altimeter Group
- Keynote
X: The Experience When Business Meets Design
Conference Day 2 - Wednesday, June 5
- Keynote
9:45AM
-10:15AM
Break
Break
Conference Day 2 - Wednesday, June 5
Demonstrating the value of improving the customer experience in terms of customer retention, revenue, margins, or other favorable business outcomes requires both a robust analytical modeling approach as well as the ability to articulate the benefit of this approach to key business leaders. In this interactive panel you will learn how Ipsos and InterContinental Hotels Group (IHG) approached this ROI modeling process and successfully confirmed the linkage between an improved guest experience and stronger financial performance by conducting advanced analytics and leveraging the Medallia Experience Cloud. Learn best practices for modeling these linkages to draw the line from CX investment to financial return, and hear how IHG is applying this best-in-class ROI model to allocate CX resources as well as how they are socializing this valuable information across the organization. Session sponsored by Ipsos.
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Bharath Vijayendra (“Vijay”)
Head of Analytics, Ipsos CXRead BioVijay leads the Analytical Services Team for Ipsos CX in the United States. He is passionate about the role analytics plays in generating insights to address business challenges. He has provided analytical and consultative support for a wide variety of quantitative studies across industries including automotive, financial services and hospitality.
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Michael Moore
Vice President, US, Ipsos CXRead BioMichael leads business development for the Customer Experience service line for Ipsos in the U.S. His passion is helping clients differentiate and expand their brands through better experiences, and he joined Ipsos Loyalty to focus on the design and execution of Operational Customer Experience initiatives for clients. As part of their CX team, Michael brings years of experience in scoping and designing CX/VOC technology and services to support strategic customer experience goals for clients.
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Angela Behnken
Senior Program Manager, HeartBeat Strategy & Operations, IHGRead BioAngela is the senior program manager of IHG’s Customer Experience Strategy & Operations team, responsible for full program lifecycle from innovations to process improvement to insights and analytics. Prior to IHG, she was a management consultant focusing on customer experience, analytics, and sales strategy within the hospitality industry.
10:15AM
-11:00AM
The Role of AI in Transforming CX
Accenture
- Story Session
- Artificial Intelligence
The Role of AI in Transforming CX
Conference Day 2 - Wednesday, June 5
According to Gartner, 85% of customer interactions will be managed without a human. That means that the truly human connection that differentiates brands must evolve -- but, how? What value can AI deliver to create delight and reduce friction for customers? How can your company afford the investment – both in technology and training? What are the use cases that are easiest to understand, fastest to implement and offer a clear value proposition/ROI? And, is my company ready to take this on? Am I? And, lastly, what real world examples exist that I can look to as my company looks to leverage AI in our customer experience management program? At our session we will describe a more intelligent customer engagement. We’ll define how innovative companies are improving automated servicing while unlocking capital for investment. The sessions will be fun and interactive providing opportunities to learn from Accenture and each other. Session sponsored by Accenture.
- Story Session
- Artificial Intelligence
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Phil Davis
Managing Director, Strategy, AccentureRead BioPhil is a Managing Director and a leader in Customer Insights & Growth Strategy (CIGS) practice. Phil has over 25 years of strategy consulting experience focused on customer-centered growth strategy and broad-scale business transformation. Phil has led customer experience improvement and transformation across Software, Banking & Payments, Technology, Chemicals, and Telecommunications industries for clients across North America, Europe and Australia. Phil received an MBA from the Yale School of Management with a concentration in Strategy and Finance and a BA in Economics from University of Pennsylvania. Currently, Phil is a member of Yale SOM’s Board of Advisors and has served on numerous educational and social service non-profit boards.
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Katie Sexton
Strategy Consulting Manager, AccentureRead BioKatie Sexton is aligned to Accenture’s Customer Insights & Growth Strategy practice with a focus on Customer Service strategy. Since joining the firm, Katie has worked across industries specializing in the front office – including sales, pricing, and customer service. She currently leads a large customer experience design program that’s redefining how AI impacts customer care. Prior to joining Accenture, Katie worked in affinity marketing serving the US Hispanic market.
ROCXI Rocks! – Quantifying the Return on CX Investment
Ipsos CX & Intercontinental Hotels Group (IHG)
- Story Session
- Hospitality, Travel & Leisure
- Analytics
ROCXI Rocks! – Quantifying the Return on CX Investment
Conference Day 2 - Wednesday, June 5
Demonstrating the value of improving the customer experience in terms of customer retention, revenue, margins, or other favorable business outcomes requires both a robust analytical modeling approach as well as the ability to articulate the benefit of this approach to key business leaders. In this interactive panel you will learn how Ipsos and InterContinental Hotels Group (IHG) approached this ROI modeling process and successfully confirmed the linkage between an improved guest experience and stronger financial performance by conducting advanced analytics and leveraging the Medallia Experience Cloud. Learn best practices for modeling these linkages to draw the line from CX investment to financial return, and hear how IHG is applying this best-in-class ROI model to allocate CX resources as well as how they are socializing this valuable information across the organization. Session sponsored by Ipsos.
- Story Session
- Hospitality, Travel & Leisure
- Analytics
-
Bharath Vijayendra (“Vijay”)
Head of Analytics, Ipsos CXRead BioVijay leads the Analytical Services Team for Ipsos CX in the United States. He is passionate about the role analytics plays in generating insights to address business challenges. He has provided analytical and consultative support for a wide variety of quantitative studies across industries including automotive, financial services and hospitality.
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Michael Moore
Vice President, US, Ipsos CXRead BioMichael leads business development for the Customer Experience service line for Ipsos in the U.S. His passion is helping clients differentiate and expand their brands through better experiences, and he joined Ipsos Loyalty to focus on the design and execution of Operational Customer Experience initiatives for clients. As part of their CX team, Michael brings years of experience in scoping and designing CX/VOC technology and services to support strategic customer experience goals for clients.
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Angela Behnken
Senior Program Manager, HeartBeat Strategy & Operations, IHGRead BioAngela is the senior program manager of IHG’s Customer Experience Strategy & Operations team, responsible for full program lifecycle from innovations to process improvement to insights and analytics. Prior to IHG, she was a management consultant focusing on customer experience, analytics, and sales strategy within the hospitality industry.
The Feeling is Mutual – How Listening Drives Business
MassMutual
- Story Session
- B2B
- Program Design
The Feeling is Mutual – How Listening Drives Business
Conference Day 2 - Wednesday, June 5
MassMutual will open the curtains to the company’s mutualvoice CX program, providing insights into how the financial services firm is leveraging customer data to help distributors in their Workplace Solutions business better serve their clients, enhance the effectiveness of retirement savings and benefits plans, and build customer loyalty. In a business where net promoter scores are gold, MassMutual is using CX to both retain and secure business.
- Story Session
- B2B
- Program Design
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Una Morabito
SVP, Head of Institutional Client Management, MassMutualRead BioUna has accountability for customer experience leading the new business, account and relationship management teams. She is also responsible for ensuring high levels of satisfaction and retention driven by superior strategic and tactical execution. Una’s teams focus on plan installations and management for retirement and voluntary benefits, emphasizing delivery on consultative solutions to ensure they are helping plan participants with their overall financial wellness before and at retirement.
Transforming the Culture of a Franchise System to Deliver Great Experiences
Ford Motor Company
- Story Session
- Automotive
- Employee Experience
Transforming the Culture of a Franchise System to Deliver Great Experiences
Conference Day 2 - Wednesday, June 5
- Story Session
- Automotive
- Employee Experience
Uncovering Actionable Insights through Text Analytics
Medallia
- Workshop
- Analytics
Uncovering Actionable Insights through Text Analytics
Conference Day 2 - Wednesday, June 5
In this session you will learn how to leverage Medallia Text Analytics to answer business questions and help drive action to improve the customer experience. Participants will learn a step-by-step methodology for utilizing the Medallia system to discover key themes within unstructured customer feedback, including major pain points and defining detractor experiences, innovative customer suggestions, and improvement requests. Learn to quantify the impact of customer pain points on the overall customer experience and to prioritize areas for improvement for key themes and for different customer segments. Workshop limited to 50 participants.
- Workshop
- Analytics
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Elaine Chen
Insights Consultant, MedalliaRead BioElaine Chen is a Manager on Medallia’s CX Strategy & Insights team, helping companies derive data-driven actionable insights to deliver on customer experience promises and continuously innovate on experience strategies as they scale. Her focus has been in helping companies uncover high impact opportunity areas based on unstructured data and link better customer experiences to key business outcomes through financial linkage and predictive analytics.
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Anna Steinhage, PhD
Insights Consultant, MedalliaRead BioAnna is a Manager in Medallia’s CX Strategy & Insights team, where she turns employee and customer experience data into actionable insights that transform companies. She leads EX analytics and strategy for clients across industries, including Fortune 100 companies. WIth a background in academic and market research, Anna has expertise in quantitative and qualitative research methods, data analytics, survey design, and A/B testing.
[10:15-10:35] Make Every User an Experience Champion with Medallia Mobile and Web
Medallia
- Product Theater
[10:15-10:35] Make Every User an Experience Champion with Medallia Mobile and Web
Conference Day 2 - Wednesday, June 5
The cornerstone of experience management is the ability to deliver actionable feedback insights throughout an organization. Medallia’s mobile and web applications are relied upon daily by users from the frontline to the C-Suite to understand the what and why behind experience feedback — now they are bringing even more insight and power to Medallia users. This session will showcase the latest capabilities for giving every user the capabilities needed for understanding your data and taking action to make every experience great.
Speaker: Felix Li (Product Manager)
- Product Theater
[10:40-11:00] Deep Dive into Your Experience Data with Medallia’s Analyst Tools
Medallia
- Product Theater
[10:40-11:00] Deep Dive into Your Experience Data with Medallia’s Analyst Tools
Conference Day 2 - Wednesday, June 5
When you need to understand your experience data at a deeper level — understanding the shape of your customer’s experiences, how experiences correlate together, and what is most important versus not — where are you going to go? Actually, you can stay right in Medallia! This session will show the analytics available to help you uncover and prioritize what is most important to your customers, in order to drive action on their behalf. You will learn about different tools in Medallia Experience Cloud designed for CX analysts and other power users, along with new ways to extract data sets if you want to work in an external application.
Speaker: David Lambert, Global Head of Insights Practice and Andrea Everett, Head of Research
- Product Theater
11:00AM
-11:15AM
Break
Break
Conference Day 2 - Wednesday, June 5
Enjoy this extended break to connect with fellow attendees and Medallians about all that you have learned so far. Don't forget to check out the Partner and Product Showcase to speak directly with those teams with all your questions.
11:15AM
-12:00PM
Sponsored Session: Kantar
Sponsored Session: Kantar
Conference Day 2 - Wednesday, June 5
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Enza Sleva
Customer Experience Movement Manager, Ford Motor CompanyRead BioEnza has a passion for People and changing the current landscape of Customer Experience as evidenced by her success in transforming the customer experience for Lincoln and most recently leading the Global Consumer Experience Movement for the Ford brand. Her transformational leadership style and strategic vision have enabled CX cultural shifts around the world at Ford Dealerships. She also brings a wealth of knowledge in operations and branding which coupled with her passion for inspiring others has enabled strong business outcomes.
From Big Data to Big Empathy
Tangerine
- Story Session
- Financial Services
- Digital CX
From Big Data to Big Empathy
Conference Day 2 - Wednesday, June 5
For seven consecutive years, Tangerine has earned the highest ranking in customer satisfaction among midsized Canadian banks, and the highest overall satisfaction ranking of any size bank. This is driven by its approach to safe, secure and innovative online banking alongside their powerful voice of the customer program, Tangerine Crush. Join us as Tangerine shares the core tenets for success of their digital program, including key lessons learned along their journey. Walk away with tangible strategies and ideas you can apply to your own business.
- Story Session
- Financial Services
- Digital CX
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Ayanna Augustine
Director, Client Experience and Voice of the Customer (a.k.a People Nerd), TangerineRead BioSince starting her career, Ayanna was drawn to the structure and direction numbers provided but she felt like she kept running into a wall: data could point to what was happening, but the why behind it remained a mystery. After learning design thinking, agile delivery, and creative problem solving, she saw data from a different perspective. Leveraging powerful tools and relationships Ayanna created Tangerine’s innovative and powerful VOC program that has been a catalyst to Tangerine’s forward-thinking approach to banking, and truly helping Canadians live better lives.
Human Skills Make the Difference – Using Customer Feedback for Impactful Service Training
Thermo Fisher Scientific
- Story Session
- B2B
- Frontline Engagement
Human Skills Make the Difference – Using Customer Feedback for Impactful Service Training
Conference Day 2 - Wednesday, June 5
For service providers, technical skills are table stakes. How they interact with customers is critically important to relationship building and driving repeat business. In this session you’ll hear how Thermo Fisher Scientific used relevant customer feedback to fuel the creation of a global service skills training program. The result? Their people are now a differentiating factor, with customer feedback indicating these personal interactions are having a significant impact on customer loyalty. This is a companion session to "Human Skills Make the Difference – Interactive Workshop" that is offered on Wednesday, June 5 at 1:30pm.
- Story Session
- B2B
- Frontline Engagement
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Michael Costello
Director, Global Customer Experience Training, Thermo Fisher ScientificRead BioMike views his role as the merger of two of his passions: employee development and customer loyalty. Prior to joining Thermo Fisher, Mike worked in the transportation and healthcare industries and he holds degrees from UMass Amherst (BA) and from UMass Boston (M.Ed.). His goal is to inspire colleagues to create positive, memorable experiences that will lead to greater customer loyalty and the business results that go with it.
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Maggie Guliokas
Sr. Director, Service Business Transformation, Thermo Fisher ScientificRead BioAs a veteran service professional, Maggie understands the importance of creating a differentiated customer experience in every interaction. She currently serves as Service Transformation Leader for Unity Lab Services, a part of Thermo Fisher Scientific. Maggie is passionate about process improvement, building customer relationships, and empowering employees to serve customers with knowledge, care and pride.
CX is Bigger than a Footlong – How Subway Built a Global CX Program
Subway
- Story Session
- Retail
- Frontline Engagement
CX is Bigger than a Footlong – How Subway Built a Global CX Program
Conference Day 2 - Wednesday, June 5
Join Valerie Egen as she outlines the steps Subway took to become customer centric across 6 continents, 35 languages, 100 countries and over 43,000 restaurants. Walk away not only wanting to have a sub, chips and a cookie but with key insights to assist your organizations transformation.
- Story Session
- Retail
- Frontline Engagement
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Valerie Egen
Vice President, Global Customer Engagement, SubwayRead BioA seasoned Banking, Telcom, and Car Rental industry veteran, Valerie Egen currently serves as Subway® Restaurants’ VP of Global Guest Engagement. In her role, she has spearheaded the company’s CX transformation and has also spoken at many national and international events. Valerie and her team are well on their way towards implementing her vision to create a 21st century Customer Engagement organization at Subway
[11:15-11:35] Personalize Every Experience Interaction with Medallia CX360
Medallia
- Product Theater
[11:15-11:35] Personalize Every Experience Interaction with Medallia CX360
Conference Day 2 - Wednesday, June 5
In highly competitive markets, your organization’s ability to differentiate depends on being able to provide customers with more timely, relevant and memorable experiences. Medallia’s Experience Data Platform (XDP) allows you to build an experience footprint for every customer, embedded in the Medallia Experience Cloud. This session will introduce you to CX360, the first product built using XDP, and show how you can use it to deliver personalized experiences at scale by combining experience, behavioral, and operational data.
Speakers: David Garver, Director, Product Management, Medallia and Priya Kotak, Product Marketing Manager, Medallia
- Product Theater
[11:40-12:00] Create a True 360-degree View of your Customer Relationships with Medallia for Salesforce
Medallia
- Product Theater
[11:40-12:00] Create a True 360-degree View of your Customer Relationships with Medallia for Salesforce
Conference Day 2 - Wednesday, June 5
Having a complete understanding of your account relationships requires a combination of operational, transactional and experience data. For many organizations this information is separated between their CRM and XM systems, creating inefficient or even inaccurate account insights. This session will show how to power Salesforce workflows to automatically send feedback invitations after a customer interaction, augment Accounts and Contacts with rich insights, and follow up on feedback directly in Salesforce. See how this new application brings together Medallia’s outside-in view of the account relationship with Salesforce account data to ensure that employees are aligned with customers, driving higher customer loyalty and improving business outcomes
Speaker: Saurin Shah (Sr. Director, Product Management)
- Product Theater
12:00PM
-1:30PM
Lunch
Lunch
Conference Day 2 - Wednesday, June 5
Customers expect you to continuously innovate and deliver the highest levels of customer experience. For your company, this requires a delicate balance of investing in improvements that meet customer needs while maximizing internal ROI and meeting KPIs. Discover how Aaron's has achieved that balance using a holistic blend of research and innovation testing techniques, from traditional market research to transactional and journey-based feedback. Learn how they have aligned cross-functional research initiatives to meet a common goal of understanding customers and delivering on their brand promise.
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Zachary Hamilton
Sr Director, Customer Centric Initiatives, Experiences & Sales Strategy, Aaron'sRead BioZack is responsible for launching customer-facing products & services, customer experience, and the voice of customer programs across the Aaron’s network, which includes company and franchise stores. Zack’s approach to driving a customer-centric culture is creating a dynamic customer-focused strategy through utilizing quantitative and qualitative research and customer insights to ‘tell the story’ of the total customer experience at Aaron’s.
1:30PM
-2:15PM
Putting the Human first: From CX and WX to the Human Experience
Deloitte
- Story Session
Putting the Human first: From CX and WX to the Human Experience
Conference Day 2 - Wednesday, June 5
In business, people matter. People are part of a complex organizational ecosystem as customers, workers, and partners and the lines between these stakeholders have never been as blurred as in the modern, technology driven enterprise. Individuals may differ, yet all have at least one commonality: Being Human. Deloitte suggests to go beyond Customer and Workforce experience and elevate the human experience. Focusing on five human principles and three measure categories allows organizations to measure and evolve their human experience to create connections with individuals regardless of which hat a stakeholder may be wearing at any moment. Session sponsored by Deloitte Digital.
- Story Session
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Astrid Huebner
Senior Manager, DeloitteRead BioAstrid is a leader in Deloitte’s Workforce Experience practice focused on designing and implementing Workforce Experience programs and solutions for her global clients. With over ten years of Consulting experience, she has delivered broad business transformation programs from strategy to implementation and continues to use her deep functional and technical expertise in combination with her analytics background to create experiences for the workforce of the future that can be measured and sustained. As part of Deloitte’s Workforce Experience leadership team, Astrid is now dedicated to help organizations to take the next step to create a human experience aligning workforce and customer values to drive business results.
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Hilary Horn
Managing Director, DeloitteRead BioHilary is a Managing Director in Deloitte’s Human Capital Organization Design and Employee Experience practice. She brings over twenty years leading organization design, talent, customer and employee experience, and business transformation programs for global Fortune 500 companies. These programs involve assessing the future of work and the simplification of business processes to improve employee experience and engagement and enable the business strategy. Her areas of expertise include: talent strategy, employee experience and engagement, employee journey mapping and persona development, future of work analysis, digital DNA transformation, organization design, organization network analysis, change management, and digital learning and development programs.
U.S. Veterans Administration
- Story Session
U.S. Veterans Administration
Conference Day 2 - Wednesday, June 5
- Story Session
Using Feedback to Innovate for Your Customers, By Your Customers
Aaron's
- Story Session
- Retail
- Analytics
Using Feedback to Innovate for Your Customers, By Your Customers
Conference Day 2 - Wednesday, June 5
Customers expect you to continuously innovate and deliver the highest levels of customer experience. For your company, this requires a delicate balance of investing in improvements that meet customer needs while maximizing internal ROI and meeting KPIs. Discover how Aaron's has achieved that balance using a holistic blend of research and innovation testing techniques, from traditional market research to transactional and journey-based feedback. Learn how they have aligned cross-functional research initiatives to meet a common goal of understanding customers and delivering on their brand promise.
- Story Session
- Retail
- Analytics
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Zachary Hamilton
Sr Director, Customer Centric Initiatives, Experiences & Sales Strategy, Aaron'sRead BioZack is responsible for launching customer-facing products & services, customer experience, and the voice of customer programs across the Aaron’s network, which includes company and franchise stores. Zack’s approach to driving a customer-centric culture is creating a dynamic customer-focused strategy through utilizing quantitative and qualitative research and customer insights to ‘tell the story’ of the total customer experience at Aaron’s.
From Product-Centricity to Member-Centricity – Focusing the Organization for Major CX Impact
PEXA
- Jump Start
- B2B
- Digital CX
From Product-Centricity to Member-Centricity – Focusing the Organization for Major CX Impact
Conference Day 2 - Wednesday, June 5
Tech start-up PEXA (Property Exchange Australia) has successfully digitized a 150-year-old archaic paper-based property market and transformed their strategy from a product-centric to a member-centric business. PEXA will share how their focus on members has enabled the organization to align departments with clear purpose and focus, using member feedback in product development, delivery of front-line services, and an expansion of other offerings for stakeholders across the property market, including lawyers, financial institutions, and property buyers.
- Jump Start
- B2B
- Digital CX
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Lisa Dowie
Chief Customer Officer, PEXARead BioLisa has been with PEXA since 2012, during this time she’s held various roles in both Technology and Operations. Since 2016 as Chief Customer Officer, Lisa is transforming the way property is transacted in Australia. Lisa has 20 years’ experience in Finance, Information Technology and Telecommunications industries. Prior to PEXA, Lisa led various transformation initiatives for Accenture and JP Morgan Chase in the UK. Lisa is passionate about creating a purpose led organisation, with Customer at the centre of strategy.
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Anna Hardie
Head of Customer Engagement, PEXARead BioAnna Hardie joined PEXA in 2014. Her business acumen stems from years of experience in strategy, project management and change management. Anna leads PEXA’s Voice of Member team as Head of Customer Engagement. In this position, Anna has introduced essential business initiatives such as Medallia. Through this, she converts detractors to promoters and develops her passion for establishing excellent customer experiences. She drives a customer-centric culture and consistently advocates for PEXA members.
Human Skills Make the Difference – Interactive Workshop
Thermo Fisher Scientific
- Workshop
- B2B
- Frontline Engagement
Human Skills Make the Difference – Interactive Workshop
Conference Day 2 - Wednesday, June 5
In this fun and interactive workshop, you will learn firsthand by participating in selected activities from a successful, global service skills workshop. You will also explore and discuss approaches for how you can adapt similar concepts within your organization using your own customer feedback data. Workshop limited to 50 participants. This is a companion session to "Human Skills Make the Difference – Using Customer Feedback for Impactful Service Training" that is offered on Wednesday, June 5 at 11:15am.
- Workshop
- B2B
- Frontline Engagement
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Michael Costello
Director, Global Customer Experience Training, Thermo Fisher ScientificRead BioMike views his role as the merger of two of his passions: employee development and customer loyalty. Prior to joining Thermo Fisher, Mike worked in the transportation and healthcare industries and he holds degrees from UMass Amherst (BA) and from UMass Boston (M.Ed.). His goal is to inspire colleagues to create positive, memorable experiences that will lead to greater customer loyalty and the business results that go with it.
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Maggie Guliokas
Sr. Director, Service Business Transformation, Thermo Fisher ScientificRead BioAs a veteran service professional, Maggie understands the importance of creating a differentiated customer experience in every interaction. She currently serves as Service Transformation Leader for Unity Lab Services, a part of Thermo Fisher Scientific. Maggie is passionate about process improvement, building customer relationships, and empowering employees to serve customers with knowledge, care and pride.
[1:30-1:50] Take Smarter Experience Actions with Medallia Athena
Medallia
- Product Theater
[1:30-1:50] Take Smarter Experience Actions with Medallia Athena
Conference Day 2 - Wednesday, June 5
When you have a high volume of experience feedback, how do you make sure that your organization’s time and resources are focused on the most impactful information within the results, comments and associated data? Medallia Athena provides an artificial intelligence layer across Medallia Experience Cloud, finding both predictive and prescriptive actionable insights to improve the effectiveness of your experience management program. This session will show three ways Medallia Athena can accelerate your ability to find the most actionable insights and increase the power of your programs.
Speaker: Sandeep Garg and Danny Lai
- Product Theater
[1:55-2:15] Accelerate Experience Insights with the Next Generation of Text Analytics
Medallia
- Product Theater
[1:55-2:15] Accelerate Experience Insights with the Next Generation of Text Analytics
Conference Day 2 - Wednesday, June 5
How much feedback from your customers and employees is hidden in unstructured comments from surveys and other sources? This information is rich with experience insights that could inform critical business decisions, and Medallia Text Analytics is here to find and surface actionable insights! This session will show you the latest enhancements in Text Analytics reporting and its use of Medallia Athena artificial intelligence capabilities, accelerating time-to-insight and action on your experience data.
Speaker: Hedan Zeng (Product Manager)
- Product Theater
2:15PM
-2:30PM
Break
Break
Conference Day 2 - Wednesday, June 5
The night will continue with a BIG BASH! We promise you won't want to miss this CXtravaganza. Don't forget your dancing shoes.
2:30PM
-3:15PM
Customer Success Management
Strikedeck
- Story Session
- B2B
- Integrations
Customer Success Management
Conference Day 2 - Wednesday, June 5
- Story Session
- B2B
- Integrations
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Tyrrell Schmidt
VP, Global Brand and Customer Experience Officer, TD BankRead BioTyrrell leads global brand, sponsorship, and customer experience at TD. Since joining the company, she has led the evolution of TD's brand strategy and transformed CX by creating a holistic CX strategy and end to end measurement system to better position TD to enrich customers' lives. Before joining TD, Tyrrell worked in healthcare and financial services companies in multiple countries across the globe.
Aligning Brand and CX to Drive Differentiation and Value
TD Bank
- Story Session
- Financial Services
- Journey-based Design
Aligning Brand and CX to Drive Differentiation and Value
Conference Day 2 - Wednesday, June 5
- Story Session
- Financial Services
- Journey-based Design
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Tyrrell Schmidt
VP, Global Brand and Customer Experience Officer, TD BankRead BioTyrrell leads global brand, sponsorship, and customer experience at TD. Since joining the company, she has led the evolution of TD's brand strategy and transformed CX by creating a holistic CX strategy and end to end measurement system to better position TD to enrich customers' lives. Before joining TD, Tyrrell worked in healthcare and financial services companies in multiple countries across the globe.
1+1=3 : The Value of Integrating Medallia with Enterprise Applications
Medallia & BlueGreen Vacations
- Story Session
- Integrations
1+1=3 : The Value of Integrating Medallia with Enterprise Applications
Conference Day 2 - Wednesday, June 5
Have you ever wished you could get data from one source into another -- to provide deeper insights, drive business processes, or improve collaboration across your organization? This session will explore how data integrations between Medallia Experience Cloud and other critical systems increases the effectiveness of your employees, improves the experiences you deliver, and delivers more value from your technology investments. You will learn how BlueGreen Vacations brings together data from Medallia with data from applications such as CallMiner and Salesforce to make sure that they are providing the best possible experience for every customer.
- Story Session
- Integrations
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Greg Wester
Senior Product Manager, Medallia Platform, MedalliaRead BioGreg is the product manager for integrations and data platform at Medallia. He has spent his career working with the largest enterprises and government agencies to implement software systems, which have been moving to the cloud for the last 10 years.
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Adam McCord
Manager, Reporting and Business Analytics, Club Services, BlueGreen VacationsRead BioAdam is the Manager of Reporting and Business Analytics for Bluegreen vacations managing CallMiner Contact Analytics platform and Bluegreen’s Medallia Surveys and Managed Acuity Agent Performance software. He has 16 years of contact center experience, 14 years in quality assurance and business analyst roles, is certified both as an Medallia CEM and CallMiner Business Intelligence Analyst.
Bleeding Orange – Turning the BluePrint for a Customer-First Culture into Reality
Home Depot
- Story Session
- Retail
- Frontline Engagement
Bleeding Orange – Turning the BluePrint for a Customer-First Culture into Reality
Conference Day 2 - Wednesday, June 5
For nearly a decade, Home Depot has been one of the top performing retail companies in the world. That success is built on a foundation of customer-first thinking that remains at the heart of their "orange-blooded" culture. But how does an organization of nearly 400,000 associates translate that customer-first thinking to action at at the frontline? Hear on-the ground perspectives from one of Home Depot's leaders in store operations, and get inspired by what happens when the frontline has the authority to meet customer needs and drive success with every interaction.
- Story Session
- Retail
- Frontline Engagement
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Brendan Baby
Director, Customer Intelligence, Home DepotRead BioBrendan has extensive experience in creating and driving strategic initiatives across a variety of industries including retail, healthcare, tech and education. He has a proven track record of leading teams to solve difficult problems that deliver strong financial and operational results. He currently lead Customer Strategy and Insights for Home Depot.
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Damon Bennett
Regional Director of Operations, Home DepotRead BioDamon is a Regional Director of Operations at The Home Depot with the responsibility of leveraging sales and profit opportunities in the areas of Safety & Environmental Compliance, Shrink Management, Operations, Theft & Fraud, Workplace Violence & Crisis Management. Teaching, training and coaching associates to achieve regional alignment and the ability to execute process improvements across the region through improving the simplification of stores and removal of non-value-added tasks is another huge part of Damon’s responsibility. Development, Influence and leadership are Damon’s greatest strengths. He thrives on all kinds of challenges especially those that require diverse thought and collaboration.
[2:30-2:50] Expand and Scale Your Experience Management Initiatives with Admin Suite Programs
Medallia
- Product Theater
- Self Admin
[2:30-2:50] Expand and Scale Your Experience Management Initiatives with Admin Suite Programs
Conference Day 2 - Wednesday, June 5
There are so many ways to use Medallia Experience Cloud to gain insights about your customers and employees, but your time and resources may be limiting your ability to take advantage of the opportunity. Medallia is investing in new tools and capabilities to make it easy, fast and intuitive to set up new feedback programs. This session will provide an introduction to Admin Suite Programs, a new guided program creation experience that will enable you to rapidly implement new programs, and more effectively manage them over time.
Speaker: Nina Wong, Product Manager, Medallia
- Product Theater
- Self Admin
[2:55-3:15] Increase Your Operational Agility in Medallia Experience Cloud with Admin Suite
Medallia
- Product Theater
- Self Admin
[2:55-3:15] Increase Your Operational Agility in Medallia Experience Cloud with Admin Suite
Conference Day 2 - Wednesday, June 5
Experience programs need to continually adapt to meet your organization’s evolving needs for understanding and optimizing customer experiences — Medallia Admin Suite enables you to manage your feedback programs with confidence. In this session, you will learn how you can use Admin Suite to safely and reliably operationalize the insights gathered in your feedback programs, and continually improve your programs at the speed your business requires.
Speaker: David Garver (Director, Product Management)
- Product Theater
- Self Admin
3:15PM
-3:45PM
Break
Break
Conference Day 2 - Wednesday, June 5
3:45PM
-4:15PM
Customer-Centric Culture: The Key to Long-term Relationships and Profitable Growth
Zurich Insurance Company Ltd
- Keynote
- Financial Services
Customer-Centric Culture: The Key to Long-term Relationships and Profitable Growth
Conference Day 2 - Wednesday, June 5
- Keynote
- Financial Services
4:15PM
-4:45PM
Lindsey Vonn
Olympian and Author
- Keynote
Lindsey Vonn
Conference Day 2 - Wednesday, June 5
- Keynote
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Lindsey Vonn
Olympian and Author,Read BioLindsey Vonn is a recently retired Olympic gold and bronze medal winning alpine ski racer for the U.S. Ski Team, as well as a New York Times Best selling author. She is the most successful female skier of all time, and holds four World Cup titles making her one of only 6 women to win World Cup races in all five disciplines of Alpine skiing. Lindsey served as an International Games Ambassador in the 2018 Winter Olympics. Lindsey is also the founder of the Lindsey Vonn Foundation, established to empower young girls. She splits her time between Nashville, TN and Los Angeles, California with her 3 dogs.
4:45PM
-5:00PM
Closing Remarks
Closing Remarks
Conference Day 2 - Wednesday, June 5
7:00PM
-10:00PM
A Parting Toast at Prado
A Parting Toast at Prado
Conference Day 2 - Wednesday, June 5
Enjoy the final night of Experience at this picturesque hacienda. Our evening party will be a high-end cocktail soirée mixed with the opportunity to let loose and celebrate the end of another great Experience. Prado is a breathtaking location to mingle, a perfect opportunity to network and raise a parting toast until Experience 2020! Sponsored by Accenture.
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*SESSION TIMES SUBJECT TO CHANGE
