Agenda
Agenda Overview
Pre-Conference
User Group Networking Event
Pre
User Group Meeting
Customer Exchanges
Experience Kick-Start
Day 1
Keynotes & Breakout Sessions
Breakout Sessions & Networking Activities
Experience Cocktail Connect
Day 2
Keynotes & Breakout Sessions
Breakout Sessions & Keynotes
CXtravaganza
Day 3
Breakout Sessions & Concluding Keynotes
Conference Agenda
Additional Events
Tuesday, April 18
8:00
-
User Group Breakfast
9:00
-12:00
User Group Meeting
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.
12:00
-
User Group Lunch
More details to come.
1:00
-3:00
Customer Industry Exchanges (Customers Only)
B2B - Interactive Workshop
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.
Retail
Join Medallia's Retail Practice and our innovative client community for a session focused on the rapidly changing retail industry—omnichannel, the rise of digital, the future role of brick & mortar—and how CX is shaping the path forward. The session will include a brief Medallia presentation, panel presenters, and open discussion.
Financial Services
Engage with Medallia FS experts and our FS customer community in an interactive setting. We'll explore topics that are top of mind for you, digging into how changes in customer expectations, industry regulations, and new technology breakthroughs are influencing the customer journey.
Telecom & Utilities
What do Design Thinking and CX have in common? Come find out. We'll explore how to identify critical blind spots in your Telecom or Utilities CX programs, and how to better capture, address and learn from feedback from multiple sources. We'll put Design Thinking at the core to brainstorm solutions and share ideas.
Hospitality, Travel, & Leisure
The Hospitality, Travel and Leisure Practice will explore strategic Operational Customer Experience Management topics. This interactive session will include discussions of how to make insights more actionable, self-identified CX program priorities, and strategies to link tangible results to CX improvements.
Auto
Join Medallia's Automotive practice and growing customer community for a session to share best practices on how to maximize the value of your CEM program, learn how to address key challenges common to the auto industry and what areas of your program to focus on.
3:30
-5:30
Customer Hot Topic Exchanges (Customers Only)
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.
Luxury Brands - By Invitation Only
Join your peers from luxury and premium brands for an engaging discussion on how to further elevate your customer experiences across all channels: in-person, web, and mobile. The session is cross-industry in nature with the intent of sharing commonalities of a luxury customer's journey across retail, automotive and hospitality.
Call Center
How do best-in-class contact center programs go beyond just reacting to feedback? In this session, we'll dive into the keys to a successful Closed Loop Feedback program: collecting & responding to feedback, sharing feedback, analyzing feedback & operational data, prioritizing improvements, and implementing changes and communicating internally & externally.
Employee Programs
Employee Feedback Programs sound like a good idea, but how do organizations devise the right program parameters to ensure success? Learn about the building blocks of best-in-class Employee Programs via a hands-on session where you will hear from your peers, share your own challenges, and brainstorm solutions that could engage your employees in the Customer Experience journey.
B2B - Practitioners Panel
Join us to learn from a panel of B2B practitioners who will share highlights of their CX programs and field your questions.
Program Management, hosted by commonFont
Driving change that leads to great customer experience is hard work, and it requires commitment, optimism, and a devil's-in-the details approach. In this interactive session hosted by commonFont, share inspiration and strategies for program management with your peers, and learn approaches for advancing your program in the face of organizational hurdles and constraints.
How CX Leaders Action Feedback, hosted by Accenture
Breaking the Code: How CX Leaders Action Feedback
-
Phil Davis
Advanced Customer Strategy Managing Director, Accenture
A necessary outcome of feedback management is taking effective action. But, most organizations report that they struggle with this key phase of the process. Join us to hear the initial results of the Accenture-Medallia Customer-Driven Learning and Innovation Survey. Learn about leading practices for taking action on customer feedback from a broad spectrum of industries, geographies, and client types.
Reinventing Your Customer Experience, hosted by PwC
Reinventing Your Customer Experience
To build a clearly defined roadmap for your future state CX Strategy, learn how organizations future proof their strategy to be more customer centric. What does a roadmap to execute look like? What are the key enablers? Participants will walk out with a clear understanding of the challenges on the road ahead and the key enablers needed to succeed.
Leveraging Medallia’s OCEM Framework, hosted by Deloitte Digital
Branding, CX, and Differentiation: Leveraging Medallia’s OCEM Framework to Empower the Customer Journey
-
Tim Greulich
Customer Experience Leader, Deloitte Digital -
Angel Vaccaro
Digital Business & Strategy Leader, Deloitte Digital
A brand is a living, breathing interconnection between an organization and its marketplace. Join us as we explore new customer experience value principles, how they integrate into an operational customer experience management (OCEM) framework, and how to leverage the Medallia platform to create value and differentiate your business.
-
EXPERIENCE BEGINS
5:30
-7:00
Experience Kick-Start Welcome Reception
Arrive Tuesday evening in time to enjoy fine food and drink at Experience Kick-Start, our opening reception where you'll reconnect with colleagues from previous Experience conferences and establish new connections as you jump start your week.
Wednesday, April 19
7:30
-
Networking Breakfast sponsored by PwC
8:30
-10:15
Opening Keynote - Borge Hald, Medallia
-
Borge Hald
Co-Founder & CEO, Medallia
10:15
-11:00
Keynote - Adam Malamut, Marriott International
CX Excellence and Innovation at Scale: 30 Brands, 6000 Hotels, 100M Loyalty Members
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Adam Malamut
Chief Customer Experience Officer, Marriott International, Inc.
Adam will discuss the extraordinary growth at Marriott International, including the recent acquisition of Starwood Hotels. Hear how Marriott keeps focused on delivering great guest experiences, through a complex integration. Adam will also describe how his organization acts as customer activists advising the global business to drive CX innovation.
11:00
-11:45
Networking Break
Come along on a tour of all the breakout sessions available at Experience 2017, to create a personal agenda designed uniquely for your CX program needs.
11:45
-12:30
Kaleidoscope Sessions
Take a break to stretch your arms and legs while you mingle with other attendees and our Partner Sponsors at the Experience Partner Pavilion.
Medallia Digital
Planning a Digital Voice of Customer Program - a Hands-On Workshop
-
Ori Soen
GM, Medallia Digital, Medallia
Join us for a lively working session where you will learn how to plan a Digital VoC program. From picking the right goals and KPIs, to selecting the interaction and engagement methods, you'll walk out of this workshop with tools, tips and best practices needed to immediately build and run a successful program.
Denise Lee Yohn
Brand Leadership - How to Build a Rock Star Brand
-
Denise Lee Yohn
Author, What Great Brands Do
You know how great brands dominate their fields. You experience it every time you pay a premium for a coveted item. Drawing from research and study of the world’s leading brands, Denise will show you what great brands do and how to achieve the kind of brand leadership — from customers to employees to investors — everyone is after.
Verizon Enterprise Solutions
Verizon Enterprise Solutions: Why Better Matters
-
Anthony Recine
SVP and Chief Marketing Officer, Verizon Enterprise Solutions
Tony Recine, SVP and CMO, will discuss why having a good Voice of the Customer program is not enough to differentiate your Customer Experience in today’s continuously evolving ecosystem. Find out how Verizon Enterprise Solutions is taking an “outside-in” approach by aligning the CX Strategy and VOC program to deliver on 4 key Customer Outcomes… and, how Medallia’s platform is helping.
12:30
-2:00
Lunch
-
Dave Brandon
Chairman and CEO, Toys"R"Us
2:00
-2:45
Keynote - Dave Brandon, Toys"R"Us
Toys"R"Us Turnaround: Culture & Customer Experience
-
Dave Brandon
Chairman and CEO, Toys"R"Us
Dave Brandon, Chairman & CEO, will discuss the challenges, progress and aspirations of the business turnaround process at Toys“R”Us, Inc. Included will be the unique customer service expectations for the Babies“R”Us and Toys“R”Us brands…and, how Medallia is assisting TRU in their efforts to improve.
2:45
-3:00
Breakout Session Preview
Come along on a tour of all the breakout sessions available at Experience 2017, to create a personal agenda designed uniquely for your CX program needs.
3:15
-4:00
Spotlight Breakout Sessions
Come along on a tour of all the breakout sessions available at Experience 2017, to create a personal agenda designed uniquely for your CX program needs.
RingCentral
A Flawless CEM Journey with CRM Integration
-
Noomi Codon
Director of Voice of the Customer, RingCentral -
David Marler
Vice President of Customer Success, RingCentral
RingCentral’s teams are highly engaged in the company’s VoC program; their focus has driven significant increases in customer satisfaction. The Medallia data and dashboards are key to this engagement – they aggregate relevant customer information and feedback and integrate with Salesforce – all in real time.
Medallia CX Strategy - B2B Intelligence
Capturing What Your Employees Know: B2B Account Intelligence
-
Jody Moore
Senior Manager, Customer Experience Strategy, Medallia
How can you get deeper account intelligence by capitalizing on what your employees know? Hear about new approaches Medallia is developing to capture account health updates on a regular cadence and ah-hoc employee input about account interactions. The goal: a more comprehensive view of account relationships in B2B.
LEGO Brand Retail
Building Engaged Teams for a Culture of Playful Experiences
-
Jenn Kohn
Regional Director, Brand Retail Store Operations, LEGO -
Kurt Rachdorf
Sr. Director, Brand Retail Operations, LEGO
Dive into the framework that LEGO Brand Retail stores use to strive for high levels of playful engagement in the retail experience. We will share tips from hiring to team member development. We are a Guest first retailer that believes sales are requisite, but success hinges on delivering engaged experiences to our teams and their Guests.
Panel - Engaging Your Organization
Engage, Energize & Empower: Unleash Passion
-
Brian Andrews
Former VP, CX - Intuit, Sprint, Senior CX Principal, Medallia -
Josh Rossman
Executive Advisor, Former Sr. Director, Customer Experience, ebay -
Linda Verba
EVP, Head of Service Strategy, TD Bank -
Sal Webber
VP of Operational Excellence, Rackspace
One of the top challenges facing CX leaders is engaging people at all levels of the organization. From the C-suite to the front lines, each employee plays a unique role in driving success and shaping a customer-centric culture. In this session, learn proven approaches from current and former executives from Intuit, ebay, Rackspace, and TD Bank.
Medallia CX Strategy - Business Outcomes
Unlock the Power of Your Data
-
David Howgego
Senior Manager, CX Strategy and Insights, Medallia
Analyzing the links between CX, operational practices, employee satisfaction, and a company's bottom line can help drive business improvements. However, to realize full potential, we seek to harness the interconnectivities between these data streams and use it as a blueprint for transformation.
Scotiabank
Driving Customer Advocacy within a Global Bank
-
Carolyn Saunders
VP & Head Global Customer Experience, Digital Banking, Scotiabank
Since 2013, Scotiabank, Canada’s third largest bank, has been on a journey of transforming their culture to put the customer as their top strategic priority. In this session, you will learn about their most tangible initiative launched this year, and how they are becoming a leader in customer advocacy.
Medallia Product - Mobile
Medallia Mobile: Building the CX Habit
-
Anand Raghavan
Senior Director, Product Management, Medallia -
Diane Yip
Principal UX Mobile Designer, Medallia
In this session, we'll share how you can use Medallia mobile to revolutionize the way your organization engages with customer feedback, and we'll do a deep dive on the next generation of Medallia's mobile apps for users from the frontline to executives.
Medallia Product Lab - Self-Service
Self-Service Administration: In Your Hands
-
Dave Garver
Senior Product Manager, Medallia -
Nelson Ng
Senior Product Manager, Medallia -
Brad Olcott
Principal Product & UX Designer, Medallia
Self-service is here, and it's ready to change how you work. In this lab, we'll explore our self-service capabilities and best practices, and how to make them work for you. Give feedback and get the opportunity to enable self-service for your programs.
This lab will repeat Friday at 10:15 am.
Nissan North America
Gaining Control and Managing Reputation
-
Bryan Long
Senior Manager, Social Media Customer Strategy, Nissan North America
Gaming and score watching has traditionally been a challenge for the automotive industry as compensation is tied to satisfaction scores. While changing the automotive culture won’t happen overnight, Bryan will share different survey and social strategies they are using to try to engage dealers differently and focus more on the customer.
4:00
-5:00
Experience Recharge
Take some time to debrief the day, catch up with your team, or reach out to the brands you haven't had a chance to connect with.
5:00
-7:00
Networking Reception
7:00
-9:00
Chillin' at the Chelsea Pool
You worked hard, now play hard! Join us for an evening poolside reception following Wednesday's programming to continue to get to know your CX peers over fine food and drink.
Thursday, April 20
7:30
-
Networking Breakfast sponsored by commonFont
8:30
-8:45
Day 1 Recap
8:45
-9:30
Keynote - Lili Tomovich, MGM Resorts International
Building Your Brand from the Inside Out
-
Lili Tomovich
Chief Experience / Marketing Officer, MGM Resorts International
Most companies build brands from the outside in…develop a new brand position, push it out to consumers, and then hope they can deliver the brand promise. MGM has turned that approach on its head. Hear how their inside out strategy ensures their brand promise delivery isn't an empty one, and how the organization is benefiting because of it.
9:30
-10:15
Guest Keynote - Shawn Achor
-
Shawn Achor
Author, Before Happiness
New York Times bestselling author, positive psychologist, and esteemed TED talker Shawn Achor takes the stage at Experience 2017. Having worked with over a third of Fortune 500 companies, Shawn will bring his passion and research to the Experience main stage to share the effect happiness has on your employee engagement, and your bottom line.
10:45
-11:30
Partner Breakout Sessions
-
Natalie Schneider
Vice President Consumer Experience, Anthem
Pick the lock on becoming a consumer centric company. Consumer expectations have sky-rocketed, and companies now have to rapidly retool and adopt consumer-centric cultures in order to deliver exceptional experiences. In this session, learn best practices from the most committed consumer-centric companies and discuss innovative tactics to engage the frontline.
Verizon Enterprise Solutions & commonFont
Putting CX at the Heart of Organizational Evolution and Revolution
-
Kara Kalivoda
Head of Global Voice of the Customer, Verizon Enterprise Solutions
How does an organization that has benefited from a successful voice of the customer program break through a plateau to excel at the next level of CX? Verizon and commonFont share the opportunities, learnings and challenges they encountered when taking VOICE to the next level, from conceptualization to organizational buy-in and implementation.
PwC
Contact Center of the Future
Effective employees deliver effective customer service. In this next generation contact center session, be ready to discuss and view (demo!) how a seamless integration of CRM, Voice of the Customer, and Machine Learning is innovating the customer service desktops, pushing the boundaries of productivity and effectiveness of representatives in contact centers.
Deloitte
Large, Global, and Nuanced: The Client Experience in a Matrixed Organization
-
Jennifer Miller
Global Strategic Client Program Leader, Deloitte Touche Tohmatsu Limited -
Dorsey McGlone
Customer Experience Strategist, Deloitte Digital
Join us as we examine the client experience. Learn how one service provider is using Medallia to help global account leaders better understand customer experience across a broad range of markets and services to identify issues, maximize leading practices, and deliver a more consistent global client experience.
11:45
-12:30
Kaleidoscope Sessions
Delta Air Lines
From Commodity to Customer Experience – Customer-Centricity With an Operational Focus
-
Gareth Joyce
Senior Vice President Airport Customer Services and Cargo, Delta Air Lines
Learn how former Mercedes executive Gareth Joyce is leading Delta Cargo’s transformation efforts. Gareth will explain how Delta Cargo, and the broader Delta Air Lines, are generating positive customer experiences through sound strategy, operational excellence and striving to consistently exceed customer expectations.
Power of Inclusion Panel
The Power of Inclusion
-
Fern Mandelbaum
Lecturer in Management, Stanford GSB -
Rachel Williams
Head of Diversity and Inclusion, Yelp! -
David Julius King III
Director of Diversity and Belonging, AirBnB -
Kara Helander
Principal, Helander Consulting
Learn how leading brands are unlocking the power of inclusion to drive value, innovation, and positive experiences for customers and employees. Identify actions you can take to begin building an inclusive culture in your organization today.
Accenture: Customer Journey Analytics
Seeing the Customer Experience from the Customer Perspective: Customer Journey Analytics and Medallia
-
Joanna Vinall
Senior Manager, Customer and Channels, Accenture
Imagine knowing how much effort it takes customers to resolve issues and how that links to churn. Imagine being able to use this data to make decisions on how customer issues should be managed. Hear Accenture’s proprietary approach to customer journey analytics and how it can be used to reduce cost-to-serve, churn, and complaints.
12:30
-
Networking Lunch
-
Charlie Herrin
Executive Vice President, Customer Experience, Comcast Cable
1:45
-2:30
Keynote - Charlie Herrin, Comcast Cable
Customer Experience Transformation & Expectations: A Large and Small Company Approach
-
Charlie Herrin
Executive Vice President, Customer Experience, Comcast Cable
Any transformation hinges on changes in mindset, approaches to work, and direct engagement with customers to help shape your roadmap. This can be challenging at a company of any size, but even more so in public companies focused on returns and growth. Learn how Comcast is tackling this exciting but difficult challenge…and making progress.
2:30
-3:15
Special Customer Keynote - To Be Revealed
3:15
-3:45
Networking Break
Join us in the Experience Partner Pavilion for an afternoon snack and a chance to further connect with other attendees.
3:45
-4:30
Spotlight Breakout Sessions
MassMutual
Enriching Service with a Holistic View
-
Una Morabito
SVP and Head of Client Management for Workplace Solutions, MassMutual Financial Group
In a world where customer experience spans multiple delivery channels, organizational complexity can get in the way of customer-centricity. We'll dive into how MassMutual is wiring its ecosystem around a single source of CX truth to effectively enhance operations and enrich client conversations.
Customer Panel - CEM & CRM Integration
CEM + CRM: A Winning Formula for Customer-Centric Companies
-
Eric Hansen
VP, Implementations, Medallia -
Jessica Buffenstien
Senior Voice of Customer Manager, Customer Experience, Align Technology -
Jennie Lecocq
Director of Customer Satisfaction, Cambria -
Catherine Brasse
First Vice President, SunTrust Bank
Join Align Technologies, Cambria, and SunTrust Bank to learn how Medallia's customers are integrating with Salesforce to achieve greater results. Hear the operational challenges they faced, understand their technical approach and see the solutions they developed to accomplish their business goals.
Avnet / Pinwheel Partners
7 Elements to Building a Customer Centric Culture
-
Terry Cain
Retired VP Global CX, Avnet, Principal, Pinwheel Partners
This interactive session will challenge you to think through the 7 elements as they relate to your organization. Gain an enhanced understanding of the definition of customer centricity, and, by using the simple pinwheel model of the 7 elements, identify priorities for improvements in your organization.
Employee Programs: Where CX meets EX
Employee Programs Customer Panel
-
Julia Markish
Director, Professional Services, Employee Practice, Medallia -
Graham Tutton
VP, Customer Insights, Comcast -
Carla Archambault
Former General Manager, Zipcar
In what promises to be a lively panel discussion, hear from industry leaders with different mandates, across different industries, about how each integrated Employee Programs into their CX objectives to generate higher engagement from their front lines, and better experiences for their customers.
Wynn Las Vegas
Implementing an Effective Outer Loop Process
-
Becky Lewis
Director of Guest Relations, Wynn Las Vegas
One of the main goals of the outer loop is to translate insights into concrete actions. Come and learn how Wynn Las Vegas and Encore Las Vegas applies the outer loop to make every guest visit a once-in-a-lifetime experience.
Medallia Product Lab - Text Analytics
Text Analytics: Delivering Actionable Insight
-
Sunjay Dodani
Senior Product Manager, Medallia
This hands-on lab will take what you have seen in Text Analytics from the Product Keynote and put it (and you!) into action. We’ll go through a CX Analyst’s day-in-the life: tracking issues to root cause, handling fire drills, and leveraging Medallia’s machine learning technology to extract actionable insights from across multiple data sources.
Customer Panel - Omnichannel
Waging and Winning the Omnichannel Battle
-
Emma Sopadjieva
Research & Analytics Manager, Medallia -
Rachel Gelman
Senior Manager, Customer and Agent Insights, Western Union -
Raman Wadehra
Director of CX Measurement & Insight, Sprint
Retail customers who interact with multiple channels transact 33% more than a traditional shopper. But today, omnichannel goes beyond retail. Hear from Medallia customers who are innovating on omni experiences, and seeing results. We'll help you understand if your business is omni-savvy, and give you the materials to implement omnichannel strategy that works for your organization.
Medallia Solutions - Retail
Medallia for Retail
-
Russ Haswell
Vice President, Retail, Medallia
This session is for companies considering Medallia, or in the early stages of implementing Medallia
Learn from experienced practitioners about best practices for customer experience management for retails stores. This session will consist of examples of practices that drive customer and employee engagement, a discussion on how to design a program and solution around these practices, and the results organizations have achieved by implementing these practices.
Vanguard
It's a Conversation, Not a Survey
-
JP Kaczor
Manager, Financial Advisor Services, Vanguard -
Michael Genovese
Manager, Institutional Investor Group, Vanguard
Vanguard transformed the investing landscape by introducing the first index mutual fund for individual investors, and they continue to serve investors with a growth engine fueled by client loyalty. Hear the client loyalty journey for Vanguard’s B2B business units, and how they’ve engaged in closing the loop with their employees and clients.
4:45
-5:30
Spotlight Breakout Sessions
Thursday night's event is all about hanging out with your CX colleagues. Enjoy food, drink, entertainment, and just plain fun. Bring your appetite, energy, and your dancing shoes!
Medallia Product - Social
Beating the Competition with Social Media Feedback
-
Matthias Zeller
Sr. Director Product Management, Medallia -
Cliff Galitz
Partner Development Manager, Google
Social media feedback on you and your competitors is exploding. Rapidly emerging technologies like voice assistants, mobile apps and intelligent search are bringing local feedback to the forefront. Learn from Google and Medallia experts how to leverage this disruption to your advantage.
US Fitness
Get Your CX in Shape!
-
Blair McHaney
President, ClubWorks -
Tina Carroll
Staff Education & Training Director, US Fitness
A strong core is as essential in business as in athletics. US Fitness will share a “CX workout” to build and keep core CX competencies in their best shape. Learn how Medallia provided the foundation for an amazing transformation across more than 40 locations resulting in double-digit NPS improvements.
Medallia Insights - Compensation Pitfalls
Money & Motivation: Avoiding CX Compensation Pitfalls
-
Alex Glanz
CX Strategy Manager, Medallia
Are financial incentives in your company driving the desired CX outcomes? Done wrong, CX-based compensation can have devastating effects on the customer and employee experience. In this session, we share practical ways we’ve helped clients avoid common pitfalls associated with CX-based compensation.
Frontier Communications
Making Closed Loop Work For You
-
Brian Van Wagener
Group Vice President, Customer Experience & Analytics, Frontier Communications
We all know closed loop is central to an effective CEM program. But from decisions on whether or not to centralize, to measuring and achieving ROI, getting budget and making it work can get … complicated. Hear how Frontier Communications has approached and experimented with different closed loop models, as well as discuss the lessons learned in taking an ROI-based approach.
Medallia Product Lab - Insights Suite
Powering up your CX Analytics: Workshop
-
Luke Baxter
Director, Product Management, Medallia -
Will Huffman
Director of Customer Experience, Frontier Communications
Discover new ways to unlock the wealth of CX data in your program. This session dives deep into the Medallia Insights Suite, explores a real customer example of practical visualizations, and demonstrates the power of open source analytics software.
Medallia Solutions - B2B
Medallia for B2B
-
Jennifer Schmitt
Solutions Principal, Medallia
This session is for companies considering Medallia, or in the early stages of implementing Medallia
Learn from experienced practitioners about best practices for customer experience management for B2B. This session will consist of examples of practices that drive customer and employee engagement, a discussion on how to design a program and solution around these practices, and the results organizations have achieved by implementing these practices.
Partner Customer Panel
Leveraging Partners to Drive Exponential Value
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Steven DiCarlo
Vice President Market Research, Fidelity Investments -
Sharon Wood
Senior Manager, Customer Service, T-Mobile -
Ana Laura Osuna Valdez
Head of Client Experience, Palacio de Hierro -
Doug Cottings
Staff Vice President, Market Strategy & Insights, Anthem -
Archana Ravichandran
Senior Director, Partner Enablement, Medallia
Join us for a conversation with 4 customers; Fidelity Investments ($2 trillion asset and wealth management firm), T-Mobile (the Un-carrier), Anthem (largest US commercial-membership health benefits company), and Palacio de Hierro (Mexico's top department store), on how they optimized the value of their Medallia CX program through working with partners.
Citibanamex
Moving from Measuring Customer Experience to Improving Customer Experience
-
Arnoldo Márquez
Customer Experience & Market Research, Citibanamex
NPS is like a thermometer: it will measure the temperature, but it will not tell you how to cure your patient! Arnoldo will talk about how Citibanamex’s program brings the best of market research and operational CEM practices together for a step change in performance.
6:00
-8:00
Networking Dinner
Thursday night is all about having fun with your CX colleagues. Start the night by indulging in delicious food, drinks, and entertainment before the Experience CXtravaganza.
8:00
-11:00
Experience CXtravaganza sponsored by Accenture
The night will continue with a party in the Chelsea Theater. We promise you won't want to miss this CXtravaganza. Don't forget your dancing shoes!
Friday, April 21
7:30
-
Networking Breakfast sponsored by Deloitte Digital
9:00
-9:15
Day 2 Recap
-
Noelle Eder
Chief Card Customer Experience Officer, Capital One
9:15
-10:00
Keynote - Noelle Eder, Capital One
Predictive Customer Experience
-
Noelle Eder
Chief Card Customer Experience Officer, Capital One
The key to competing for a place in customers’ hearts – and their wallets – is great customer experience. Noelle will take you along Capital One’s ongoing journey to create holistic, intuitive and predictive solutions that have the potential to transform customer lives.
10:15
-11:00
Spotlight Breakout Sessions
IAG
Flex Your Positivity Muscle
-
Matthew Prowse
Customer Understanding Director, IAG
In a world where fear sells and negativity grabs the headlines, it’s never been more important to flex our collective positivity muscles. Come and be inspired by stories and practical case-studies on building a happier more positive you, a happier more engaged workforce and happier more satisfied customers who will positively recommend your brand even more!
Medallia Institute - Financial Linkage
Financial Linkage – Proving the CX Value
-
Bernadette Doerr
Research & Analytics Manager, CX Strategy, Medallia -
Carolyn Egelman
Insights Manager, Medallia
Need to prove the value of CX to your CFO? Come hear the latest research from Medallia on how CX impacts customer behavior and company financials. You’ll see case studies across industries showing how CX can improve customer retention, increase customer spend, and reduce cost-to-serve.
Medallia Product - Surveys
Surveys Aren't Dead: Long Live the Survey!
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Matthias Zeller
Sr. Director Product Management, Medallia -
John Trenholm
Consumer Insights, Director, Toys"R"Us -
Mariz Melo
Senior Product Designer, Medallia
Surveys aren't dead, they're evolving and getting smarter. They're becoming relevant and personal - a true extension of the customer interaction. Hear about how Medallia is innovating to get you greater rich feedback that's closer to the moment of truth, throughout the entire customer journey.
The Cosmopolitan Las Vegas
Service Improvement Through Guest Feedback For a Strong Competitive Advantage
-
Simon Pettigrew
Senior Vice President, Resort Operations, The Cosmopolitan Las Vegas
Hear the prescriptive approach The Cosmopolitan has embedded into their operating system. See the framework of information shared throughout the organization – the frequency and source – that results in alignment and buy-in “for improved competitive positioning.”
Medallia Product Lab - Self-Service
Self-Service Administration: In Your Hands
-
Dave Garver
Senior Product Manager, Medallia -
Nelson Ng
Senior Product Manager, Medallia -
Brad Olcott
Principal Product & UX Designer, Medallia
Self-service is here, and it's ready to change how you work. In this lab, we'll explore our self-service capabilities and best practices, and how to make them work for you. Give feedback and get the opportunity to enable self-service for your programs.
This session is a repeat from Wednesday.
Macy's
Impact Analytics in Practice
-
Cheryl Berinato
VP Market Research - Customer Engagement, Macy's -
Karen Hudzinski
Manager Market Research - Customer Engagement, Macy's -
Peter Kriss
Lead Research Scientist, Medallia
Which of your company's initiatives are working? Learn how Macy's systematically evaluates their strategic initiatives using customer feedback, and how collaboration with Medallia's research team is helping bring impact analytics into the product.
Medallia Solutions - Contact Center
Medallia for Contact Center
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Belinda Simmons
Solutions Principal, Medallia
For companies considering Medallia, or in the early implementation phase. Learn best practices for CEM in the contact center. Dig in to examples that drive customer and employee engagement, a discussion on how to design a program and solution around these practices, and the results organizations have achieved by implementing these practices.
Medallia Digital
The Digital Decade - 10 Years of CX Transformation
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Mike Debnar
Retail Principal, Medallia -
Jessica Smith
Manager, Digital Marketing Strategy, Frontier Airlines -
Yinon Genud
VP of Product Management, Medallia Digital
Digital is the driving force in the new battlefield of customer experience. As we explore changing CX trends, we'll focus on digital evolution including multichannel engagement, and empowering business users to drive revenue from digital VOC feedback. Plus, take a glimpse into what's coming next from Medallia's digital labs.
11:15
-12:00
Special Guest Keynote - Tyra Banks
From Supermodel to Super CEO
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Tyra Banks
CEO, Tyra Beauty
Tyra Banks takes the stage at Experience 2017 to share her journey from Supermodel to Super CEO. In her mission to redefine beauty, Tyra has tapped into the power of her customers. Hear Tyra’s fierce approach to business and her commitment to building a community for her customers and women everywhere.
12:00
-12:15
Closing Remarks
See you in 2018!
Agenda Guide
Kaleidoscope Sessions
Big idea sessions from executive thought-leaders on broader topics applicable to CX roles across all industries.
Spotlight Breakout Sessions
Designed for CX pros at any point in their journey, offering a closer look into how innovative teams are creating change.
Customer Exchanges
Medallia customers - start your week with discussion groups arranged by industry and hot CX topics led by respective Medallia practice experts.
Networking
Enjoy fine food and drink at the Experience Kick-Start Reception, and at Cocktail Connect. Get reacquainted with colleagues from a previous Experience, and establish new connections with more CX leaders.
Networking Activity
Go beyond the breakouts to bond with your CX colleagues in a fun, casual way. Details to be revealed at the event. Suit up — we'll see you in Belmont Ballroom!
CXtravaganza
Thursday night's event is all about hanging out with your CX colleagues. Enjoy food, drink, entertainment, and just plain fun. Bring your appetite, energy, and your dancing shoes!