Opentalk18 Agenda

Our agenda is jam-packed with thought-provoking keynotes and breakout sessions that will help you uncover your competitive advantages and transform routine conversations into amazing customer experiences.

CX

Service

Sales

Theater

12:00 PM - 5:00 PM

Training

7:00 AM- 5:00 PM

Registration

8:30 AM - 9:15 AM | Spotlight Session

Nicolle Paradise, Customer Experience and Leadership Expert

CX

9:20 AM -9:50 AM

Creating Momentum for Your Next CX Initiative

Justin Robbins, JM Robbins and Associates

Creating Momentum for Your Next CX Initiative

Justin Robbins, JM Robbins and Associates

You’ve established the vision for elevating your organization’s customer experience to the next level, and now you’re faced with the challenge of gaining employee buy-in. One of the traits of the world’s greatest organizations is the ability to translate executive strategy to frontline engagement and predictable performance. In this session, customer experience expert Justin Robbins will reveal the leading reasons that CX initiatives fail and provide clear steps for driving the adoption and ultimate success of your next customer experience program.

Service

9:20 AM -9:50 AM

Bridging Empathy and Technology to Challenge Customers

Ari Hoffman, MindTouch

Bridging Empathy and Technology to Challenge Customers

Ari Hoffman, MindTouch

Technology has allowed us to understand the customer journey better than ever before, providing insights into customer concerns, needs, and desires. And empathy delivers a 'customer-voice' not manipulated by your company objectives. To really know your customers, you need both technology and empathy to effectively hear and interpret feedback, and then leverage it to scale effectiveness. In this session, you'll learn how to combine the technology you have and the 'true', empathetic voice-of-your-customer to scale your reach and challenge your entire customer base, resulting in profitability and growth for both your company and customers.

Sales

9:20 AM -9:50 AM

Why won’t the customer call me back? Was it something I did?

Julie Sokley, Autodesk

Why won’t the customer call me back? Was it something I did?

Julie Sokley, Autodesk

The classic mantra for many years in Sales has been build customer relationships, grow those relationships, and maintain to later extend those relationships into what we hope are contract renewals or expansion. But how do you really build customer relationships, and is that what we should even strive for? Join this presenter to find out why it's a critical to build credibility with your customers, with consistency, over focusing on building relationships. By making credibility and consistency your real objective, the customer relationship comes as a natural by-product and you become a true partner vs just another vendor.

Theater

9:55 AM - 10:25 AM

How to Incite Change in Your Customer Experience Department

Brandon Turner, Acxiom
Zac Hedrick, Acxiom.

How to Incite Change in Your Customer Experience Department

Brandon Turner, Acxiom
Zac Hedrick, Acxiom.

Customers' expectations and culture had evolved and legacy system can keep you behind the times, like cavemen using fire and sticks while everyone else had the "easy" button. Hear from Acxiom's Brandon Turner and Zac Hedrick how they leveraged an innovative enterprise contact center platform to establish a strong culture of customer excellence and transform their company's internal support experience. By moving away from their legacy system, Acxiom now leverages real-time reports, integrations with top business tools and an innovation ecosystem to improve their customer's experience.

CX

9:55 AM - 10:25 AM

How to Make Your Success Team Your Biggest Marketing Asset

Andy Turman, Bizible

How to Make Your Success Team Your Biggest Marketing Asset

Andy Turman, Bizible

Post-sale teams often feel like they're doing everything they can just to not sink. Through the concept of "Small Town Support," Bizible's customer success team not only stays afloat, they have become one of the company's greatest marketing assets. In this presentation, Andy Turman, Bizible co-founder, will share the five aspects of "Small Town Support" that helped his success team become the superstars they are today.

Service

9:55 AM - 10:25 AM

Cultivating Customer Loyalty That Lasts

Brad Olson, Peloton
Annabel Chang, Alaska Airlines
Moderator: Gillian Heltai, Talkdesk

Cultivating Customer Loyalty That Lasts

Brad Olson, Peloton
Annabel Chang, Alaska Airlines
Moderator: Gillian Heltai, Talkdesk

Emotional loyalty is far more powerful than transactional loyalty. Like our most loyal personal relationships, emotional loyalty to a brand is based on a reciprocal relationship built over time. Join this session to find out how two world-class service organizations, Peleton and Alaska Airlines, cultivate emotional loyalty throughout the end-to-end customer journey by:

  • Encouraging "good" behaviors early when attention is highest
  • Maintaining engagement with customers
  • Focusing differentially on the moments that matter
  • Personalizing interactions
  • Harnessing the power of community

Sales

9:55 AM - 10:25 AM

Borders, Toy’s R US, Blockbuster: Are “You” Next?

Mario Martinez Jr., Vengroso

Borders, Toy’s R US, Blockbuster: Are “You” Next?

Mario Martinez Jr., Vengroso

In this presentation, you will be taken on a journey to understand how buyers have demanded change, yet leaders do not respond. We will learn how sales leaders must transform their organizations to engage with the modern buyer in the way that they want. It’s no longer just about leveraging the phone or counting the number of times you send an email. To win at sales, you need more than an outbound or an inbound strategy, you need The Omni-Channel experience.

Theater

TBD
TBD

Coming soon

CX

10:30 AM- 11:00 AM

Break

Service

10:30 AM- 11:00 AM

Break

Sales

10:30 AM- 11:00 AM

Break

Theater

10:30 AM- 11:00 AM

Product Innovation in an On-Demand World

Max Mullen, Instacart

Product Innovation in an On-Demand World

Max Mullen, Instacart

In today’s on-demand world, it is difficult to keep up with customers’ ever changing wants and needs. This is where challenge arise - to offer products and market them in a way that motivates customers and promotes loyalty. Pulling from his experience building the product team at Instacart, Max will explain the importance of optimizing customer knowledge and insights to develop more efficient innovation practices, design better products and keep customers happy.

11:00 AM - 12:30 PM

Talkdesk Keynote

12:30 PM - 1:30 PM

Lunch

CX

1:30 PM - 2:00 PM

Leadership is at the core of building exceptional customer experience!

Dennis Frare, Onboard Oxygen

Leadership is at the core of building exceptional customer experience!

Dennis Frare, Onboard Oxygen

Executive coach and consultant Dennis Frare will divulge a Classic Thinking Formula, captured during his time at Disney, that helps create strategic focus on exceptional customer experiences. He’ll explain how intentional strategies apply to industries large and small and how they can be used to accelerate their growth through exceeding expectations for customers. Dennis worked directly with leaders who were taught by Walt Disney himself. For over 20 years, Dennis thrived as a leader, executive coach, and organizational strategist and now functions as a partner at Onboard Oxygen, reshaping organizations across the United States.

Service

1:30 PM - 2:00 PM

Integrating Training and Operations: Strategies for Success

Kyle Van Pelt, SimpleBills
Emily Donohoe, HotelTonight

Integrating Training and Operations: Strategies for Success

Kyle Van Pelt, SimpleBills
Emily Donohoe, HotelTonight

Training and Operations are integral components to success. Unfortunately, in many organizations, they never align nor intersect. In this session, the panelists will explain the organizational-wide benefits of integrating training and operations, define common hurdles to integration, and provide actionable strategies to overcome them.

Sales

1:30 PM - 2:00 PM

Strive to deliver great CX? Start with your sales team…

Steve Capezza, Zillow

Strive to deliver great CX? Start with your sales team…

Steve Capezza, Zillow

Customer experience (CX) is the new yardstick for measuring your sales team. Why? Today’s customer expects best in class CX--and that experience is primarily delivered by your sales team. The perception of your brand, product, and service is created based on the perceived experience your team delivers. If you want those experiences to be exceptional, your team needs to be exceptional. Learn what separates the best sales teams from the rest during this #OpenTalk2018 session.

Theater

TBD
TBD

Coming soon

CX

2:05 PM - 2:35 PM

Weaving the Thread of Customer Experience and Customer Success

Melinda Gonzalez, MGCX Advisors
Christina Crawford Kosmowski, Slack

Weaving the Thread of Customer Experience and Customer Success

Melinda Gonzalez, MGCX Advisors
Christina Crawford Kosmowski, Slack

We are going through a resurgence and explosion of the CX industry, as evidenced by the emergence of titles such as Chief Customer Experience Officer. A similar boom is happening in Customer Success Management, an industry born out of the rise of B2B Software as a Service (SaaS). Both of these functions are highly cross-functional. Both exist to increase value for customers and the company. And both serve as the customer advocate for the business. But while they may appear interchangeable, they are quite different. In this session, we’ll hear from two CX and CS experts who will share their perspectives on how to make investments in these areas and cultivate a customer centric mindset in your company.

Service

2:05 PM - 2:35 PM

How to Keep Your Best People on Your Customer Experience Team

Alexandra Skey, Bambora

How to Keep Your Best People on Your Customer Experience Team

Alexandra Skey, Bambora

How do you grow and keep the best people in your Customer Experience team? And what’s the use of CX strategies and new technologies when you don’t have a superstar team to transform them into tangible results? In this session you'll learn how to build (and retain) a first class customer success team. Alexandra will dive into the Talent Growth Model developed by Bambora and influenced by companies like Zappos and Hootsuite. Attendees will leave with tactical insight on how to:

  • Develop a promotional path outside of management that helps teammates refine their “craft"
  • Get team buy-in and develop a growth model through collaboration
  • Get executive buy-in for this new program, which needs budget and alignment to become a flagship talent program

Sales

2:05 PM - 2:35 PM

Crack the Code to Sales Growth with a Winning Sales Enablement Strategy

Elay Cohen, SalesHood

Crack the Code to Sales Growth with a Winning Sales Enablement Strategy

Elay Cohen, SalesHood

Please join Elay Cohen – CEO and founder of SalesHood and the former Senior Vice President at Salesforce – as he reveals the hyper-growth sales strategies that made Salesforce the global industry leader. Discover how Elay's sales enablement mastery best practices and adaptive processes are being applied by hundreds of companies to create unstoppable sales forces comprising tens of thousands of sellers. This proven blueprint to successful sales enablement can help your sales organization reach the highest level of success.

Theater

TBD
TBD

Coming soon

CX

2:40 PM - 3:10 PM

Break

Service

2:40 PM - 3:10 PM

Break

Sales

2:40 PM - 3:10 PM

Break

Theater

2:40 PM - 3:10 PM

The Role of Voice-AI in Improving Customer Experience

Omar Tawakol, Voicera

The Role of Voice-AI in Improving Customer Experience

Omar Tawakol, Voicera

Thanks to ongoing advancements in technology, artificial intelligence is now emerging as a powerful vehicle to better service customers. In particular, voice-activated AI is becoming a strong agent of customer success and satisfaction. Omar will explain how to leverage and apply voice to your marketing, sales and CX efforts, and discuss the impact it can have to better understand, connect with and convert customers.

CX

3:15 PM - 3:45 PM

Leveraging the Cloud to its Full Extent to Improve the Customer Experience

Scott Prater, PPT Solutions
Mike Sodano , PPT Solutions

Leveraging the Cloud to its Full Extent to Improve the Customer Experience

Scott Prater, PPT Solutions
Mike Sodano , PPT Solutions

The way customers measure their experience is changing. The ability for a company to leverage the cloud across all contact points and their customers will help deliver a better all-round customer experience. Join two leaders from a premier customer experience and business optimization solutions provider as they explore key reasons and methods to leverage the cloud to unleash the full potential of CX optimization.

Service

3:15 PM - 3:45 PM

The Role of AI in Improving Customer Experience

Bernard Slowey, Microsoft

The Role of AI in Improving Customer Experience

Bernard Slowey, Microsoft

AI and bots are the buzz words in the industry right now, but many companies are still trying to figure out how best use them to impact customer experience. Join us as Bernard Slowey, leader of Microsoft Windows Consumer Support, discusses how Microsoft has leveraged AI as a support tool to provide a differentiated customer experience--and what they've learned along the way.

Sales

3:15 PM - 3:45 PM

Rebooting the Rep 1:1 - Best Practices for Your Most Important Coaching Opportunity

Matt Cameron, SaaSy Sales Management

Rebooting the Rep 1:1 - Best Practices for Your Most Important Coaching Opportunity

Matt Cameron, SaaSy Sales Management

SaaSy Sales Management has trained hundreds of frontline sales managers and the verdict is in: the 1:1 meeting is the highest impact and invariably the worst executed process in modern sales organizations. Come and learn the ideal framework and agenda structure for AE 1:1s and experience a step-change in performance and predictability.

Theater

TBD
TBD

Coming soon

CX

3:50 PM - 4:20 PM

Cloud Service Distributors: Bringing Expert CX Insight to the Industry

Avant, Intellisys and Telaurus

Cloud Service Distributors: Bringing Expert CX Insight to the Industry

Avant, Intellisys and Telaurus

Coming Soon

Service

3:50 PM - 4:20 PM

Product and Service Excellence in a Digitally-enabled World

Nitin Badjatia, ServiceNow

Product and Service Excellence in a Digitally-enabled World

Nitin Badjatia, ServiceNow

By 2020, over half of the revenue of the top 50% of the Global Fortune 2k will be digitally delivered. This represents a fundamental shift in how and where companies derive their growth. This shift will also require reimagining customer service. In an always on, always connected world, companies have the power to understand the context of use of their products and services like never before. More importantly, digitally connected customers expect a higher level of service. Service excellence today is focused on continuous value delivery. Customer service can no longer be reactive; customer service must go on offense. Join Nitin Badjatia , Global Head of Product Strategy and Customer Service Management to find out how ServiceNow delivers an effortless, connected, and proactive experience.

Sales

3:50 PM - 4:20 PM

Consumers Don't Care About Communication Channels

Josh Wetzel, Formerly eBay

Consumers Don't Care About Communication Channels

Josh Wetzel, Formerly eBay

In today's world, consumers want timely information or support, when they need it, and from their preferred method of communication. Some don't ever want email, some detest SMS or Phone, some hate to be inundated with notifications. Successful consumer relationships require us all to stop silo'ing channels, and start focusing on "how, and when and why" to engage with customers.

Theater

3:50 PM - 4:20 PM

Creating a CX Strategy That Lasts: How Zumiez Turns Customers Into Raving Fans

Megan Miles, Zumiez

Creating a CX Strategy That Lasts: How Zumiez Turns Customers Into Raving Fans

Megan Miles, Zumiez

Zumiez, a national retail provider, has designed an amazing customer experience strategy and ensured satisfaction for their customers. In this session, we’ll explore Zumiez’s Customer Experience strategy and the phenomenal results that Zumiez has achieved using Talkdesk, including:

  • Improved call quality and SLAs in all contact channels
  • More flexible dashboards and better reporting
  • More personalized conversations and faster first call resolution
  • Increased business agility and scalability through streamlined self-service
  • Greater transparency, frontline control and agent engagement

CX

4:25 PM- 4:55 PM

Human Powered: Empowering Employees to Deliver Great Experiences in a Digital Age

Paul Hagen, West Monroe Partners

Human Powered: Empowering Employees to Deliver Great Experiences in a Digital Age

Paul Hagen, West Monroe Partners

An empowered workforce underpins any effort to improve today’s top business priorities: customer experience, business agility and digital transformation. Yet many companies fail to optimize their most important asset: their people. Mastering these priorities is not about amassing a dream team of star talent. It's about transforming competent employees into superstars by empowering them with technology, fostering collaboration, and cultivating an environment where they can thrive. To succeed, firms need a strategy that combines employee Engagement, Experience Design and Enablement.

Service

4:25 PM- 4:55 PM

Transformational CX: Changing the Way Your Team Thinks About and Measures CX

Marcus Bertilson, Thumbtack

Transformational CX: Changing the Way Your Team Thinks About and Measures CX

Marcus Bertilson, Thumbtack

Over the last two years Thumbtack has completely transformed not only their marketplace, brand, and business model but also their entire CX operation by moving from an inbound-support focused team to a built-from-scratch, integrated Sales and Success team. They started by changing how they think about, approach and measure CX across their marketplace. You'll leave this session with hands-on tips to make the shift from an inbound-only team to a world-class Sales and Customer Success organization.

Sales

4:25 PM- 4:55 PM

Leveraging the Voice of the Customer to Drive Revenue

Olivier L'Abbe, G2 Crowd

Leveraging the Voice of the Customer to Drive Revenue

Olivier L'Abbe, G2 Crowd

One of the most effective ways to drive company revenue is often one of the most overlooked. While marketing teams have generally incorporated the voice of the customer into their day-to-day (sophisticated organizations have implemented complete VOC programs), sales has room to step up. Leveraging the voice of the customer is critical in having more relevant conversations with prospects and ultimately driving more revenue. Join this session to take away key strategies you can implement with your sales teams.

Theater

4:25 PM- 4:55 PM

Designing a Next-level QBR

Steve Sanchez, Terminus
Zack Kass, Terminus

Designing a Next-level QBR

Steve Sanchez, Terminus
Zack Kass, Terminus

QBRs are historically practiced, but have lost their strategic value--everyone does them, but not many people actually should. The next-generation QBR is interactive, challenging, and adopts large enterprise best practices. In this session, Zack and Steve will show you how to deliver next generation QBRs, and why they will fundamentally change your business.

5:00 PM - 6:15 PM | Spotlight Session

Jeanne Bliss, Founder and CEO of Customer Bliss

6:15 PM

Opentalk Networking Reception

8:00 AM- 12:00 PM

Registration

9:00 AM - 9:45 AM | Spotlight Session

Tiffani Bova, Author of "Growth IQ: Get Smarter About the Choices That Will Make or Break Your Business"

CX

9:50 AM - 10:20 AM

How a Holistic View of Customer Experience Can Transform Customer Care

Lynn Hunsaker, ClearAction Continuum
Daryl Unger, Plated

How a Holistic View of Customer Experience Can Transform Customer Care

Lynn Hunsaker, ClearAction Continuum
Daryl Unger, Plated

Past competitive advantages (manufacturing, distribution, IT, etc) are now table stakes, and customer experience has taken a front seat as the great differentiator for brands. CX has evolved from being strictly service-oriented to a value-generating mandate for bottom-line metrics like acquisition, retention and lifetime value. The most effective CX operations empower the rest of the company to prevent unnecessary glitches for customers, and they reframe their surveys, metrics and charter to reflect the cumulative nature of CX as customers see it. In this session you’ll discover how to:

  • End CX myopia: influence improvements in the end-to-end CX journey
  • Up-level the CX of CX management: modernizing surveys and metrics
  • Grow lifetime value: influence upstream disciplines’ engagement and accountability

Service

9:50 AM - 10:20 AM

From Inception to IPO: The Art of Scaling your Customer Service Organization through Storytelling

Marlene Summers, Zuora

From Inception to IPO: The Art of Scaling your Customer Service Organization through Storytelling

Marlene Summers, Zuora

As customer service leaders, it is our job to make our organization grow-ready and resilient against the popular traps that companies fall into when scaling. In 2010, I started at Zuora as a first-line manager with four support employees in two office locations. By the time of our IPO in April 2018, I had over eighty technical customer support, content professionals and customer engineers in eight of Zuora’s global offices and the VP title. Beyond the reports and metrics, effective storytelling transforms good managers into inspiration leaders. Come to this session and learn how to tell stories and create the desired destiny of your customer service organization.

Sales

9:50 AM - 10:20 AM

Creating Value Early on the Sales Process

Skip Miller, M3 Learning

Creating Value Early on the Sales Process

Skip Miller, M3 Learning

You know the drill. Got to make the month/quarter, so it's all hands on deck. Work overtime, discount and ta-da, you made it. So, how do you stop doing this all the time?
Well, your customer don't necessarily buy this way, do they? Your customer is really excited when they launch their "buy process" and this is also the time when the real value they are placing on this deal exists. Value is created early in the process. Period. How can you find it and use it to close a deal faster?? You just have to ask the right questions.
During this session, you will learn:

  • How to tap into customer value propositions
  • How to ask "Value Questions"
  • What to say to create a faster sense of urgency in every deal

Theater

9:50 AM - 10:20 AM

TBD
TBD

Coming soon

CX

10:25 AM - 10:55 AM

How do you create a customer-obsessed culture?

Chris Brown, MarketCulture Strategies

How do you create a customer-obsessed culture?

Chris Brown, MarketCulture Strategies

Customers are more informed than ever, with access to everything about your company, products and services...including other customers' experiences. The only way to remain competitive will be with an organizational culture that puts the customer at the heart of its operations. In this keynote, award-winning author Chris Brown will share how to make Customer Obsession a reality in your company including:

  • Why being a customer obsessed organization is your only competitive advantage in today’s highly disruptive and rapidly changing environment
  • Lessons from the world’s most customer obsessed companies
  • How leaders at every level can create an organization that aligns its culture to the needs of the customer

Service

10:25 AM - 10:55 AM

Chatbots, AI and the Future of Customer Service

David Barrett, Expensify

Chatbots, AI and the Future of Customer Service

David Barrett, Expensify

Imagine reducing customer wait time from 15 hours to just 3-minutes. That’s exactly what Expensify did when they turned to AI to provide concierge customer service. In this session, you'll learn how AI-driven assistants and chatbots are streamlining the customer experience. Join us as David Barrett, Founder and CEO of Expensify discusses the potential challenges of implementing AI, how to overcome them, and what he sees for the future of AI and customer service.

Sales

10:25 AM - 10:55 AM

The Science of Sales: An End-to-End Process Readiness Framework

Hilary Headlee, MindBody

The Science of Sales: An End-to-End Process Readiness Framework

Hilary Headlee, MindBody

Sales Ops is the co-pilot for sales strategy on making the number. In order to achieve your sales plan, you must have a clear sales process that defines what you do, how you do it, and how you measure it. Without this, you'll fail to be consistent across sales and maximize productivity. This session will provide you with a framework to share with sales, the c-suite, and your board, highlighting what you're doing to support the strategy.

Theater

10:25 AM - 10:55 AM

TBD
TBD

Coming soon

CX

11:00 AM - 11:30 AM

Break

Service

11:00 AM - 11:30 AM

Break

Sales

11:00 AM - 11:30 AM

Break

Theater

11:00 AM - 11:30 AM

Creating Moments That Matter With One Simple Compass: Does it Satisfy the Customer?

Linnea Forslund, Viaplay

Creating Moments That Matter With One Simple Compass: Does it Satisfy the Customer?

Linnea Forslund, Viaplay

Join Linnea Forslund to find out how Viaplay approaches the customer experience-- boldly and with the digital journey at the center of everything. She'll explain:

  • Why simplicity in your KPIs always should be key.
  • How to successfully scale your CS organization quickly (& in the right way)
  • If more channels are the answer for "going digital"

CX

11:30 AM - 12:00 PM

Empathy at Work: Finding the Customer Voice

Aaron Bata, Tuft & Needle

Empathy at Work: Finding the Customer Voice

Aaron Bata, Tuft & Needle

If you really want to understand your customers and empathize with them, you essentially have to come from the place that they are. For the team at Tuft & Needle, that means going to a traditional mattress store, making our own “Hate List” to see through the eyes of the customer, and translating that to a primarily digital experience. Aaron will use storytelling to illustrate notable surprise and delight cases, explain T&N’s approach to finding the voice of the customer, and the infamous “Hate List.”

Service

11:30 AM - 12:00 PM

What Makes Magic Moments? The Art and Science of Customer Experience

Kathy Hutchens, Sharp Rees-Stealy Medical Centers
Kendall Burke, Acuity Scheduling
Patrick Pianezza, Sutter Health
Michael Bair, Inspire

What Makes Magic Moments? The Art and Science of Customer Experience

Kathy Hutchens, Sharp Rees-Stealy Medical Centers
Kendall Burke, Acuity Scheduling
Patrick Pianezza, Sutter Health
Michael Bair, Inspire

No matter the service, product or industry, great customer experiences have several things in common: empathy, personalization and an authentic connection. In this panel, you'll hear how four customer experience experts have overcome the barrier between business and consumer to create the magic moments that lead to happy, lifelong customers. It may be hiring and identifying the right employees to provide the right service, using psychology to create connections, fostering empathy through employee enagement and satisfaction, or empowering employees to make critical decisions about customer care. Whatever "secret sauce" you choose, our panelists will offer advice for using the technology and resources you have to humanize and personalize experiences that last-- long after the interaction is over.

Sales

11:30 AM - 12:00 PM

Structuring Incentives to Drive Performance and Accountability

Russ Hearl, Google

Structuring Incentives to Drive Performance and Accountability

Russ Hearl, Google

Compelling sales incentives begin with the structure and design of your sales team, such as comp plans, territory design and team member relations. Whether you decide to organize as as an assembly line (SDR hands off to AE hands off to CSM) or batch production process (pods with SDR, AE, CSM), always ask what you're trying to accomplish. Don't be afraid to incentivize the inputs into the process. It's not micro-management, just good management. Identify what behaviors you are looking to promote.

  • During this session, you'll learn:
  • How to design spiffs that motivate and accomplish key business objectives
  • Key learnings from the last year at Google

Theater

11:30 AM - 12:00 PM

TBD
TBD

Coming soon

12:00 PM - 1:00PM

Lunch

CX

1:00 PM- 1:30 PM

CX Economics: How CX Yields Great Financial Results

Richard Owen, Owen CX Group

CX Economics: How CX Yields Great Financial Results

Richard Owen, Owen CX Group

Just about every business says they put their customers first--and there is certainly no shortage of customer experience initiatives. Yet, few CX leaders report the levels of management support or funding that would take them beyond nice words into real deeds. The reality is that CX is often framed as a nice idea, not always a profitable idea. What are the economics of CX? Former Satmetrix CEO Richard Owen explains that the reality is more powerful than you think, but you need to embrace the financial argument.

Service

1:00 PM- 1:30 PM

Maximizing your Workforce in the Age of Innovation

Nicole Granucci, Salesforce Service Cloud

Maximizing your Workforce in the Age of Innovation

Nicole Granucci, Salesforce Service Cloud

As the 4th Industrial revolution ushers in a new era of customer service innovation, the role of your agent workforce needs to evolve as well. As technology changes, it’s important that agents can do this not just on the phone or via email, but also in emerging channels like text, online chat, social media, or in combination with bots and other AI platforms. Join this engaging, forward thinking interactive session on the agent training gap where we will discuss how to prepare and maximize your agent workforce for the age of AI and digital communication.

Sales

1:00 PM- 1:30 PM

Sales Tactics to Execute on Using 2018 Benchmarking Data

Lee Shepard, TOPO

Sales Tactics to Execute on Using 2018 Benchmarking Data

Lee Shepard, TOPO

It's easy to get caught up in the latest sales trends, but how do you determine which tactics are actually effective? The key is measurement. Using proven frameworks from our latest sales benchmarking report, you'll get insight into a variety of data points in an effort to assess sales development performance.

Theater

TBD
TBD

Coming soon

CX

1:35 PM - 2:05 PM

Customer Co-creation in CX

Eric Ullman, Adobe

Customer Co-creation in CX

Eric Ullman, Adobe

Customer co-creation activities are common in the human-centered process and design thinking, but we often overlook them as part of an overall customer experience strategy. This discussion will provide an overview of customer co-creation as it relates to customer experience, including how to get started, pitfalls to avoid, and the many benefits to customers and the business alike.

Service

1:35 PM - 2:05 PM

Business Outcomes by Design: How Microsoft is Using Service Design to Differentiate the Customer Experience

Laura Balentyne, Microsoft Surface

Business Outcomes by Design: How Microsoft is Using Service Design to Differentiate the Customer Experience

Laura Balentyne, Microsoft Surface

Forrester calls it the "Age of the Customer"--and nearly every business article is talking about the importance of customer experience. But what does that even mean? More importantly, why isn’t your obsession with making your customer happy delivering tangible, visible results? In this session, Laura will walk you through how Microsoft is using service design to differentiate the commercial customer experience. From the initial journey map to innovative solutions, Laura will demonstrate how you can deliver an experience that becomes a key differentiator for your business, drives customer behavior, and delivers ROI on your CX program.

Sales

1:35 PM - 2:05 PM

Please Listen Carefully, as Our Options Have Changed:
How We Turned Our Phone Menu Into a Product Overnight

Matt Holota, KeyMe

Please Listen Carefully, as Our Options Have Changed:
How We Turned Our Phone Menu Into a Product Overnight

Matt Holota, KeyMe

Earlier in 2018, my customer service team went from trying to suppress several hundred calls per day, to lighting up those calls with rocket fuel. Find out what we learned when our phone menu changed the direction of the entire company and turned our customer service team from a cost center to a profit center. Press 1 for more information!

Theater

TBD
TBD

Coming soon

CX

2:10 PM - 2:40 PM

How to create a customer-centric organization.

Allison Pickens, Gainsight

How to create a customer-centric organization.

Allison Pickens, Gainsight

Today's empowered consumers are requiring businesses to become more proactive. However the Customer Success/Experience department tasked to lead this change is only part of the equation. Building company-wide customer-centricity requires people, processes, and technologies. But where do you start? In this session, Allison Pickens, Customer Success thought leader and Gainsight’s Chief Customer Officer will provide a step-by-step approach to building efficient customer-centric organizations. Learn how to:

  • Get the resources you need and where to start
  • Align with other functions in the organization like Sales and Marketing
  • Improve gross retention, accelerate expansion and drive advocacy

Service

2:10 PM - 2:40 PM

There’s an App (Review) for That

Erica Solis, LinkedIn

There’s an App (Review) for That

Erica Solis, LinkedIn

Your customer support ticket system is set up and ready for members to reach out with their top issues and problems--but have you considered the support experience for your mobile app? Will mobile app users open a support ticket? Or will they instead write an app review? In this session, Erica Solis, Staff Operations Manager for Product Operations, will cover three critical components of successfully leveraging a mobile app for support:

  • App Reviews for Identification of Bugs
  • App Reviews for Product Pain Points
  • Using App Stores to Enhance CustomerExperience

Sales

2:10 PM - 2:40 PM

Scale Up with a Clear Customer Acquisition Strategy

Meena Sandhu, Predictable Revenue

Scale Up with a Clear Customer Acquisition Strategy

Meena Sandhu, Predictable Revenue

We all want to scale up and we all know that means more customers, faster. So what does your customer acquisition strategy look like? What are your key pillars? How do you plan on doubling customer acquisition this year over last? Be ready with a game plan for inbound and outbound. Accelerated growth is not a single channel strategy. You need a multi-channel approach to grow faster. Learn which key pillars and which channels will take you to the next level.

Theater

TBD
TBD

Coming soon

CX

3:15 PM - 3:45 PM

The Secret Sauce in Putting Customers First

Russel Lolacher, The Upsell
Emily Drenis, DODONE Consulting Solutions
John Crick, Kitty Hawk

The Secret Sauce in Putting Customers First

Russel Lolacher, The Upsell
Emily Drenis, DODONE Consulting Solutions
John Crick, Kitty Hawk

We live in the age of the customer, it is now easier than ever for them to find a competitor offering a similar product or service. Are you connecting with your customers in a way to inspire their loyalty? Do you consider your customers’ effort and experience in your operational decisions and processes? Does your partner ecosystem follow your prescribed experience for your customers?
Customer Service Experience experts Emily, John and Russel will share their strategies, tactics and real life case studies on how being customer-centric will hold long-term benefits to your customer retention and relationships.

Service

3:15 PM - 3:45 PM

Using Customer Data to Drive Change

Kalpana Chandrasekhar, HotelTonight

Using Customer Data to Drive Change

Kalpana Chandrasekhar, HotelTonight

Customer service teams are full of a wealth of data. Manipulating, analyzing, and convincing teams across the company to listen to this data is part science, part art. Join Kalpana Chandrasekhar, VP of Customer Experience at HotelTonight, to learn how HotelTonight uses data to drive change the product and experience they deliver.

Sales

3:15 PM - 3:45 PM

Growing Your Company Through Network Effects

Garrett Stanton, Okta

Growing Your Company Through Network Effects

Garrett Stanton, Okta

Network effects play a significant role in the success or failure of your business. Designing a business model that sets your company up to create unique value to your customers is key in leveraging the power of these effects. This fireside chat will take you through topics such as the differences between direct and indirect network effects and how leveraging these effects can increase market share, revenue and customer loyalty.

Theater

TBD
TBD

Coming soon

3:50 PM - 5:00 PM | Spotlight Session

A Blended Approach to Captivating Experiences
Integrating Automation and Human-assisted Support to Create CX Magic Moment

Ari Hoffman, Mindtouch
Catherine Blackmore, Oracle
Marlene Summers, Zuora
Tiffani Bova, Salesforce

5:00 PM

Opentalk Closing Reception

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