Agenda

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Tracks at a Glance

Leadership, Teams & Transformation

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

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

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

Analytics, Personalization & Optimization

Topics include: customer journey mapping, micro-moments, applied neuroscience in customer experience design

Early Bird is on!

Spread those DX wings and save $300 on tickets until August 21.

Register Today

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 10:30

Workshop: Why They Click - The Brain Science Behind Online Behavior

Your website visitors arrive on your site, look around, read a bit, navigate and often take an action of some kind while there. The mountain of data available from web analytics, behavioral analytics, IP detection and more provides businesses with useful information to make a brand’s digital experiences better. However, data is meaningless unless you go beyond the “what” to understand the “why.” What’s needed are insights into the human mind and mapping these to the customer journey. Take a deeper approach to data utilization that can yield remarkable insights into your audience and breakthrough ideas for strengthening your relationship with your customers.

Speakers
Tom Shapiro of Stratabeat

8:30 to 10:30

Pacific 1

Analytics, Personalization & Optimization

10:30 to 11:00

Morning Coffee & Networking Break

10:30 to 11:00

11:00 to 13:00

Workshop: Make An Impact With Data Storytelling & More Actionable Insights

There’s an alarming gap out there. Despite investment in data, analytics and people, firms are making fewer decisions with quantitative information than in 2016. That can’t continue. To remain competitive, the insights you deliver from data and analytics can’t just sit in dashboards or reports, they must drive actions that improve business results. In this interactive workshop, learn the 5-step playbook for data storytelling – and practice what you learn!

Speakers
Cinny Little of Forrester

11:00 to 13:00

Pacific 1

Analytics, Personalization & Optimization

Workshop: Disruptor or the Disrupted -- What Will Your Organization Be?

GE, RIM (Blackberry), Smith Corona and other large brand names have long been used as sound case studies for business schools. So how did these successful organizations not see and properly respond to digital disruptors? And will your organization respond differently when it’s time comes? This hands-on workshop explores governance as a solution to common enterprise challenges and opportunities in digital disruption (e.g., AR, chatbots, cryptocurrency, security breaches), strategic business shifts that requires digital to follow (e.g., rebranding, supply chain automation) and changes in legal/regulatory environments (e.g., GDPR, POPI).

Speakers
Kristina Podnar of Kristina Podnar, Carolina Ramirez of UNICEF

11:00 to 13:00

Pacific 2&3

Leadership, Teams & Transformation

Workshop: Customer-Driven Design for a Perfect Day

What does the perfect day on a hospital visit look like? Or a bank visit? Or a mall visit? Help your customers by designing a perfect day in this hands-on, award-winning workshop. Learn the tools and strategies to co-create with customers, foster group genius among your CX teams and build a detailed product roadmap and high-fidelity mock-up of the perfect customer experience.

Speakers
Nick Allen of GE Healthcare

11:00 to 13:00

Adriatic / Aegean

VoC & Customer-Driven Design

13:00 to 14:00

Networking Lunch

13:00 to 14:00

14:00 to 16:00

Workshop: Solving for the VoC and VoB through Zero-Based Design

At T. Rowe Price’s Innovation Lab, the mission is to reimagine the investing experience through zero-based design (ZBD). Experience designers are the voice of the customer and also the voice of employees. It’s important to use design thinking and UX to discover a great solution that solves both sides of the problem while championing the VoC. This workshop will form VoC and VoB teams to work through the ZBD process to gather pain-points, vote, create a lot of solutions quickly, vote, converge ideas and then, yes, vote some more, on the favorite solutions. The workshop will end with each group presenting their innovative solution… but not until after a twist!

Speakers
Samantha Borowy of T. Rowe Price Innovation Lab

14:00 to 16:00

Adriatic / Aegean

VoC & Customer-Driven Design

Workshop: The Right Way to Select Digital Experience Technology

This fast-paced workshop will give you the inside scoop on how to match your unique needs to the right DX marketplaces and vendors, ranging from WCM to DAM to CRM, CDPs, Marketing Automation and more. Learn how to distinguish among features, architectures, cost and ecosystems to assess how you can underpin your digital strategy with the best-fitting tools for your needs. Come away with a firm understanding of the major pros and cons of the key players and how to replace traditional, waterfall methods with a more modern approach to technology selection. Each participant will receive a copy of Tony Byrne’s book, “The Right Way to Select Technology”.

Speakers
Tony Byrne of Real Story Group

14:00 to 16:00

Baltic / Bering

Platforms, Stacks & Operational Success

Workshop: The Devil is in the Details --  Beyond the Basic Customer Journey Map

Customer journey management is the discipline of understanding, planning, implementing and optimizing a portfolio of journey maps to generate cost efficiencies and create loyalty through improvements that are most impactful to emotions. It is the informed by data, driven by needs of the customer and created to provide continuous, holistic management of the customer’s journey. This workshop explores micromoments, personalization and how customer intelligence (data and feedback) are woven into mapping and managing the customer journey. Learn how to use customer journey maps strategically – as a core part of the ongoing management of your organization. This change of mind-set from simple journey mapping can lead to maximizing the benefits of several of the core CX competencies – understanding, gaining insights, driving change and measuring the impact of the experience.

Speakers
Diane Magers of CXPA

14:00 to 16:00

Pacific 1

Analytics, Personalization & Optimization

17:00 to 18:30

DX Summit Welcome Reception

Join us in the Red & Black Sea located on the third floor of the main hotel area for our welcome reception! Snacks, drinks and good company available.

Speakers

17:00 to 18:30

Red & Black Sea

Tracks at a Glance

Leadership, Teams & Transformation

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

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

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

Analytics, Personalization & Optimization

Topics include: customer journey mapping, micro-moments, applied neuroscience in customer experience design

Early Bird is on!

Spread those DX wings and save $300 on tickets until August 21.

Register Today

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 9:30

Keynote: The Rise of the Assistance Economy

Customers are connected, mobile and in control of their journeys and experiences. Yet, companies are still chasing customer intent through traditional means. The good news is that because of digital, customer signals give away exactly how to better serve them in every moment throughout their journey. Furthermore, in an era of machine learning, companies can finally shift from trying to keep up with customer intent and instead, predict it. Get insights from new research with Google on how mobile and digital customers are evolving beyond the traditional customers. Discover the new customer journey and how to close the “experience gap” that exists between companies today and new customer expectations.

Speakers
Brian Solis of Altimeter @ Prophet

8:45 to 9:15

Keynote Room

Leadership, Teams & Transformation

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

9:15 to 9:30

Keynote Room

Platforms, Stacks & Operational Success

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
TBA

9:45 to 10:45

Innovation Garden

Platforms, Stacks & Operational Success

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

Creating World-Class B2B Digital CX in the Legal Industry

Many organizations are undergoing a digital transformation, realigning their technology and implementing internal processes paired to more effectively deliver a personalized customer experience. They often struggle to scale marketing operations that expand the volume of content output to meet the need for personalization without slowing the pace of execution. Learn how the Thomson Reuters Digital Marketing COE leveraged migration to a new technology platform to redesign their customer experience around the most relevant customer journeys. Review how the project, Denali, required changes in internal culture and processes and what obstacles the teams faced during its execution. See how Thomson Reuters leverages digital channels to serve customers in Legal industry, and opened the way to digital sales as potential sources of new revenue.

Speakers
Alberto Viotto of Thomson Reuters

11:00 to 12:00

Baltic / Bering

Platforms, Stacks & Operational Success

5 Things Digital Experience Leaders Need to Know About UI/UX

You’re responsible for how your customers interact with your brand in digital channels, and you want your websites to give life to your end-to-end vision. In this session, you’ll learn about inclusive design principles, UI/UX design heuristics and omnichannel considerations from a digital leadership lens, amplifying your ability to both strategize and deliver thoughtful and engaging online experiences.

Speakers
Serafina Frongia of Wells Fargo

11:00 to 12:00

Caribbean / Caspian

VoC & Customer-Driven Design

12:00 to 13:00

Networking Lunch

12:00 to 13:00

13:00 to 13:45

DX Panel Discussion

Explore strategies for successful digital customer experience project outcomes and methods for success measurement. Stay tuned for more details!

Speakers
TBA

13:00 to 13:45

Keynote Room

Leadership, Teams & Transformation

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

Digitization and User Content

Digitization has impacted every aspect of products and services. This elevates the importance of enabling a seamless user experience, through in-product user assistance tools to defining the mobile presence and everything else in between. This session walks you through building a UEx strategy for in-product navigation, self-help modules and the impact on rate of adoption and overall customer success.

Speakers
Eeshita Grover of Cisco

14:00 to 15:00

Baltic / Bering

Analytics, Personalization & Optimization

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

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

16:30 to 16:45

Keynote Room

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

17:30 to 19:30

Evening Reception

Join your fellow DX Summit attendees for cocktails and passed hors d’oeuvres with live jazz from the Joel Patterson Trio. 

Speakers

17:30 to 19:30

Innovation Garden

Tracks at a Glance

Leadership, Teams & Transformation

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

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

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

Analytics, Personalization & Optimization

Topics include: customer journey mapping, micro-moments, applied neuroscience in customer experience design

Early Bird is on!

Spread those DX wings and save $300 on tickets until August 21.

Register Today

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 9:30

Keynote: The Neuroscience of Engagement

Everyone in business aspires to engage others at some point, internally or externally. In fact, engagement is so widely addressed that it’s becoming a big word that often means very little. What does it really take for the brain to be engaged? An intriguing approach in understanding engagement is to view it from the angle of its absence. So what do we know about the psychology of boredom? Is it possible for the brain to be bored in the age of overstimulation? The answer is yes. Scientists used to believe that boredom was defined by the absence of stimulation. But new discoveries show that too much stimulation can have a similar effect. The good news is that the brain does not want to stay bored for too long. From an evolutionary point, humans cannot afford to stay bored. This keynote offers four evidence-based practical guidelines, which you can use immediately to create meaningful engagement for your internal and external audiences.

Speakers
Carmen Simon of Memzy

8:45 to 9:15

Keynote Room

Leadership, Teams & Transformation

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

9:15 to 9:30

Keynote Room

Platforms, Stacks & Operational Success

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
TBA

9:45 to 10:45

Innovation Garden

Platforms, Stacks & Operational Success

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

Networking 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

Platforms, Stacks & Operational Success

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

Artificial Intelligence & Data Layers

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