Agenda

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Tracks at a Glance

Transformation & Leadership

Topic tracks include: neuroscience, human interaction, digital interaction, age of assistance, advisor brands

VoC & Customer-Driven Design

Topics include: voice of the customer, customer co-creation, customer design thinking, digital behavior, lifetime customer value

Digital Operations & Platforms

Topic include: digital experience stack, high performing digital ops, dx pitfalls, dx stack, procurement tales, digital operations, tracking, dashboarding

AI, Machine Learning & Automation

Topics include: artificial intelligence, customer experience ecosystem, customer data management, gdpr, customer data platform success and strategies, personalization, machine learning.

Customer Data & Analytics

Topics include: agile customer journey mapping for the real world; identifying, measuring and optimizing micro-moments and behavioral analysis for customer decision-making.

Early Bird!

Save $300 on your DXS19 passes!
Use the extra money for happy hour.

Register Now

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 10:30

Workshop: Digging for Customer Insights - The Science of Asking Great Questions

The heart of successful websites and digital experiences is a direct and powerful connection with customers. To that end, customer insights are unparalleled in their importance to digital success. In this interactive workshop, explore the mind of the customer, understand how they think and unveil the underlying drivers of their behavior. Discover strategies for asking questions that dig deeper and uncover more meaningful responses along with tools you can use to extract insights from your customers.

Speakers
Tom Shapiro of Stratabeat

8:30 to 10:30

Glessner B

VoC & Customer-Driven Design

10:30 to 11:00

Morning Coffee & Networking Break

10:30 to 11:00

11:00 to 13:00

Workshops

Join interactive, deep-dive workshops with digital CX leaders that include practical tactics to take back to your team, the latest research on customer engagement and activities to help make sense of the current digital ecosystem.

Speakers
TBA

11:00 to 13:00

TBA

Customer Data & Analytics

13:00 to 14:00

Birds of a Feather Lunch

13:00 to 14:00

14:00 to 16:00

Workshops

Join interactive, deep-dive workshops with digital CX leaders that include practical tactics to take back to your team, the latest research on customer engagement and activities to help make sense of the current digital ecosystem.

Speakers
TBA

14:00 to 16:00

TBA

Customer Data & Analytics

Workshop: Delivering Experience Consistency from the Mayhem of 500 Content Managers

As the Digital Experience team for the University of Calgary tasked with creating a leading edge experience for our audiences on the web, a tough challenge was faced: offering a consistent user experience across all faculty and unit websites in a decentralized environment with over 500 site administrators and content managers. In this workshop, find out how UCalgary’s Digital Experience team built a web platform that secured buy-in and integration across the institution and delivered a consistent experience both for users, web administrators and content managers on the web.

Speakers
Anju Visen-Singh of University of Calgary

14:00 to 16:00

Glessner C

Transformation & Leadership

17:00 to 18:30

DX Summit Welcome Reception

17:00 to 18:30
Tracks at a Glance

Transformation & Leadership

Topic tracks include: neuroscience, human interaction, digital interaction, age of assistance, advisor brands

VoC & Customer-Driven Design

Topics include: voice of the customer, customer co-creation, customer design thinking, digital behavior, lifetime customer value

Digital Operations & Platforms

Topic include: digital experience stack, high performing digital ops, dx pitfalls, dx stack, procurement tales, digital operations, tracking, dashboarding

AI, Machine Learning & Automation

Topics include: artificial intelligence, customer experience ecosystem, customer data management, gdpr, customer data platform success and strategies, personalization, machine learning.

Customer Data & Analytics

Topics include: agile customer journey mapping for the real world; identifying, measuring and optimizing micro-moments and behavioral analysis for customer decision-making.

Early Bird!

Save $300 on your DXS19 passes!
Use the extra money for happy hour.

Register Now

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 9:30

Keynote: The Seven Habits of Highly Forgettable People

Being memorable is critical in business because customers make decisions in your favor based on what they remember, not on what they forget. Unfortunately, in business contexts, people are more forgettable than they are memorable. Using EEG (electroencephalogram) technology, we can detect what happens in the brain when it’s exposed to a business presentation, and during studies we conduct monthly with corporate teams, we observe that people retain less than 1% of business content after 48 hours. In this keynote, learn what it takes to keep your audiences’ brains engaged and likely to recall.

Speakers
Carmen Simon of Memzy

8:45 to 9:15

Shedd A&B

Transformation & Leadership

9:45 to 10:45

Innovation Spotlights

See the latest and greatest in digital customer experience technology and platforms. Engage in small groups with innovative technologies as they’re applied to real organizations.

Speakers

9:45 to 10:45

Innovation Garden

Digital Operations & Platforms

10:45 to 11:00

Morning Coffee & Networking Break

10:45 to 11:00

11:00 to 12:00

Web vs. Native: Choosing the Right Approach for Your Digital Journey

Mobile web and native application technologies have evolved tremendously in recent years. In this session, understand which approaches are right for your digital transformation efforts. Discover the tradeoffs for each technology, and discuss best practices on which architectures fit the needs for projects in your organization.

Speakers
Sean Ginevan of Google

11:00 to 12:00

Shedd A&B

Digital Operations & Platforms

Live Tour: Getting Serious with your Digital Experience

In the digital world, more value is added to agile, lean and human-centered designs. So why do we take the opposite approach with the change management of corporate culture or digital transformation? In this session, discover how World Vision International started a grassroots revolution of customer-first digital teams with just 3 days and $50. See Inside the disruptive process to rapidly add value and drive change that puts customers at the epicenter of meaningful digital shifts.

Speakers
Katrina Taylor of World Vision International

11:00 to 12:00

Water Tower A&B

Transformation & Leadership

12:00 to 13:00

Birds of a Feather Lunch

12:00 to 13:00

14:00 to 15:00

Breakout Sessions

The Digital Customer Experience Summit (DXS) team will have a selection of high-impact sessions here for you shortly. Take a deep dive into actionable content from one of our five main conference agenda tracks.

Speakers
TBA

14:00 to 15:00

TBA

15:15 to 16:15

Breakout Sessions

The Digital Customer Experience Summit (DXS) team will have a selection of high-impact sessions here for you shortly. Take a deep dive into actionable content from one of our five main conference agenda tracks.

Speakers
TBA

15:15 to 16:15

TBA

16:15 to 16:30

Afternoon Coffee & Networking Break

16:15 to 16:30

16:30 to 17:15

Afternoon Keynote

How do real organizations create meaningful digital customer experiences? The DXS18 keynotes share inspiration, case studies and how customer-centricity works in real life.

Speakers
TBA

16:45 to 17:15

Keynote Room

AI, Machine Learning & Automation

17:30 to 19:30

Evening Reception

Join your fellow DX Summit attendees for cocktails and passed hors d’oeuvres. Sponsored by Usabilla

Speakers

17:15 to 19:00

Innovation Garden

Tracks at a Glance

Transformation & Leadership

Topic tracks include: neuroscience, human interaction, digital interaction, age of assistance, advisor brands

VoC & Customer-Driven Design

Topics include: voice of the customer, customer co-creation, customer design thinking, digital behavior, lifetime customer value

Digital Operations & Platforms

Topic include: digital experience stack, high performing digital ops, dx pitfalls, dx stack, procurement tales, digital operations, tracking, dashboarding

AI, Machine Learning & Automation

Topics include: artificial intelligence, customer experience ecosystem, customer data management, gdpr, customer data platform success and strategies, personalization, machine learning.

Customer Data & Analytics

Topics include: agile customer journey mapping for the real world; identifying, measuring and optimizing micro-moments and behavioral analysis for customer decision-making.

Early Bird!

Save $300 on your DXS19 passes!
Use the extra money for happy hour.

Register Now

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 9:30

Morning Keynote

How do real organizations create meaningful digital customer experiences? The DXS18 keynotes share inspiration, case studies and how customer-centricity works in real life.

Speakers
TBA

8:45 to 9:15

Keynote Room

VoC & Customer-Driven Design

9:45 to 10:45

Innovation Spotlights

See the latest and greatest in digital customer experience technology and platforms. Engage in small groups with innovative technologies as they’re applied to real organizations.

Speakers

9:45 to 10:45

Innovation Garden

Digital Operations & Platforms

10:45 to 11:00

Morning Coffee & Networking Break

10:45 to 11:00

11:00 to 12:00

Breakout Sessions

The Digital Customer Experience Summit (DXS) team will have a selection of high-impact sessions here for you shortly. Take a deep dive into actionable content from one of our five main conference agenda tracks.

Speakers
TBA

11:00 to 12:00

TBA

12:00 to 13:00

Birds of a Feather Lunch

12:00 to 13:00

13:00 to 14:00

Breakout Sessions

The Digital Customer Experience Summit (DXS) team will have a selection of high-impact sessions here for you shortly. Take a deep dive into actionable content from one of our five main conference agenda tracks.

Speakers
TBA

13:00 to 14:00

TBA

14:00 to 14:15

Afternoon Coffee & Networking Break

14:00 to 14:15

14:15 to 15:00

DX Case Study

Learn from real stories and real organizations that saw successes in the digital customer experience ecosystem. More information is coming soon!

Speakers
TBA

14:15 to 14:30

Keynote Room

Digital Operations & Platforms

Afternoon Keynote

How do real organizations create meaningful digital customer experiences? The DXS18 keynotes share inspiration, case studies and how customer-centricity works in real life.

Speakers
TBA

14:30 to 15:00

Keynote Room

AI, Machine Learning & Automation

DX Summit Farewell

Join the DX Summit team in final words and get more information and details on DX Summit 2020.

Speakers
Brice Dunwoodie of Simpler Media / CMSWire

15:00 to 15:15

Keynote Room

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