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

Group Rates

Bring your team to DXS18 and see the discounts stack up!

Learn More

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 10:30

Workshop: Aspiration vs Reality - The Promise and Practice of AI for Personalization

Artificial Intelligence (AI) has the potential to completely revolutionize the ecommerce experience. However, most organizations are still struggling with harmonizing data standards, streamlining information flows and optimizing upstream processes to improve the customer experience with the tools they have today. AI can enable customer service and sales reps to be significantly more productive and improve the self-service experience; but areas of product on boarding, content optimization, marketing automation and process orchestration have to be improved in order to support this vision. This workshop will demystify AI and show how companies can re-think processes for the product and content lifecycle from initial onboarding to end user experience. Outline how to build the infrastructure to machine-intelligence-enable content to create product associations and personalized experiences not possible without AI.

Speakers
Dino Eliopulos of Earley Information Science

8:30 to 10:30

Adriatic/Aegean

Artificial Intelligence & Data Layers

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

Workshop: Building A Business Case for Digital Transformation

Digital transformation initiatives have wide-reaching business impacts. As both a technology project and a business process improvement initiative, your digital transformation initiative will change your companies in ways that are difficult to predict. Before you start any project of this size and scope, you need to understand the impact to your business and the return on your investment. This interactive workshop will help you create a business case that is personalized to your needs, including tools, explanations and good conversation.

Speakers
Wendy Ellman of ANA Enterprise

8:30 to 10:30

Pacific 2&3

Leadership, Teams & Transformation

10:30 to 11:00

Morning Coffee & Networking Break

10:30 to 11:00

11:00 to 13:00

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: 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

Baltic/Bering

Analytics, Personalization & Optimization

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

Workshop: Make the Most of Customer Data Platforms

Marketers have more data available than ever but struggle to pull in together in a usable format. Customer Data Platforms promise to solve this problem by offering easy-to-deploy systems specializing in data unification and sharing. But can CDP really deliver on its promise? This workshop will equip you to understand the definition of a CDP, how CDPs differ from other systems, which features are shared by all CDPs and which are found in only some, the most important CDP use cases, how to select the right CDP, how to manage a successful deployment and where to look next for more information.

Speakers
David Raab of CDP Institute

11:00 to 13:00

Baltic/Bering

Platforms, Stacks & Operational Success

Ready to Light a Fire Under Your Digital Transformation?

Get inspired and hear how others are solving their digital transformation problems. Break into groups where you can discuss your organization’s pain points, business processes and digital solutions. Learn how to improve your digital experiences and hear about the challenges and solutions in other organizations. Gain insights into combining digital operations with digital experiences.

Speakers
Justin Anovick of Episerver

11:00 to 13:00

Caribbean/Caspian

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

Group Rates

Bring your team to DXS18 and see the discounts stack up!

Learn More

 

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

No AI Without IA: Information Architecture as a Critical Enabler

Artificial intelligence (AI) is getting lots of attention but one key aspect is often overlooked, understated, or underestimated: the quality of “training” information and the structure of that information – the Information Architecture or “IA”. AI only works when it has the data it needs to spot trends, identify patterns and provide functionality – especially when it comes to chatbots and other so called “cognitive” technologies. While many recent high profile attempts at chatbots have failed, they are getting better and one day will be indispensable. Organizations need to do certain things to prepare for a future of bots and AI-driven processes. This session will outline what that looks like and how organizations can solve problems today while preparing themselves for a future where businesses will succeed or fail based on the power of their bots.

Speakers
Dino Eliopulos of Earley Information Science

11:00 to 12:00

Adriatic / Aegean

Artificial Intelligence & Data Layers

Data-Driven Is Not Good Enough – Be Insights-Driven!

Insights-driven businesses are growing faster than you are by applying data and analytics in a transformational way, and they’re coming after your customers. Insights-driven is not just new words for big data; it’s a new way of working. Getting onto the road to that transformation — and staying on it — requires discipline. In this session, learn what you can be doing to make progress – with what you have right now. Overcome the two key blockers on progress – and get energized to act!

Speakers
Cinny Little of Forrester

11:00 to 12:00

Pacific Ballroom 1

Analytics, Personalization & Optimization

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

Workshop: Make An Impact With AI-Enabled Rich Content

Compelling customer experiences with AI-enabled content helps marketers stay organized and frees developers to innovate. Content is the backbone of customer engagement on any channel. Learn how marketers can leverage that content backbone to deliver continuous, innovative digital experiences to their customers via their channel of choice (web sites, landing pages, emails, chat bots, social posts, mobile apps); and how AI features like visual recognition and tagging of images make marketers more productive and developers more innovative.

Speakers
Brian Chaput of IBM

11:00 to 12:00

Pacific 2&3

Artificial Intelligence & Data Layers

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

Customer Data Platforms: A Critical Assessment

(CDPs) are all the rage, and for good reason: building homegrown customer data aggregation layers can prove hard and inflexible. CDPs can give marketers a much more adaptable environment to unify customer and prospect records, supporting more effective omnichannel engagement. Yet the platforms themselves are not simple, and you have nearly two dozen different options to choose among. Which one is right for your specific needs? Join a fast-paced, critical assessment of this technology and the major players. Find out whether CDP technology makes sense for you, and if so, how much you should expect to spend, where the pitfalls lie and how to select the platform that fits best for your needs.

Speakers
Tony Byrne of Real Story Group

14:00 to 15:00

Pacific 1

Platforms, Stacks & Operational Success

The Realities of a Multi-Channel Content Approach

There is lots of talk about making content reusable and driving cross-channel customer experiences, but doing it at all, let alone well, is really hard. One critical layer in a multi-channel strategy is content – how its staffed, sourced, managed, published and measured. Multi-channel content requires intentional people, process and technology changes. Learn in this session critical decisions and steps needed to prepare a content organization for true multi-channel publishing.

Speakers
Meg Walsh of Hilton

14:00 to 15:00

Pacific 2&3

Leadership, Teams & Transformation

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

Case Study of an Association Digital Transformation

The American Nurses Association (ANA) is more than 100 years old. How do you move an old school association into the digital age? This case study will highlight the business side of ANA’s nearly two-year process of consolidating 5 different web sites, unifying 4 e-commerce platforms, building 3 navigation options, merging 2 backend databases and creating 1 shopping cart experience. Learn how ANA used different types of partnerships within the organization to move the initiative forward; and how front-end web changes led to changes in the way ANA does business on the back end.

Speakers
Wendy Ellman of ANA Enterprise

14:00 to 15:00

Pacific 2&3

Leadership, Teams & Transformation

How to Succeed When 90% of Digital Transformations Fail

When 90 percent of digital transformations fail, budgets get cut and priorities continue to change, learn how falling in love with customers will fuel your team to become relentless customer champions in the midst of constant business challenges. Inspire your team to become the change they wish to see, as Nick shares his journey to Haiti, where he helped bring world-class technology and education to a small town with no electricity or Internet. See how GE has ignited a grassroots army of customer warriors, delivering numerous award-winning solutions: all co-designed with their customers in several self-funded customer design centers.

Speakers
Nick Allen of GE Healthcare

14:00 to 15:00

Caribbean / Caspian

VoC & Customer-Driven Design

15:15 to 16:15

Transform VoC into Actionable Insights

In today’s digital age, companies collect feedback in virtually every possible method. However, identifying what data can create the highest return on investment (ROI) is difficult. Learn how to transform a data rich, insight poor culture to one that thrives on knowledge. Gather feedback from various customers without creating survey fatigue. Unite your company’s customer feedback with your design strategies and determine what strategic initiatives will have the highest return on investment (ROI).

Speakers
Katrina Schiedemeyer of Oshkosh Corporation

15:15 to 16:15

Caribbean / Caspian

VoC & Customer-Driven Design

Drive Change and Digital Adoption with Your Customer Base

Change isn’t easy. How do you refine an approach for your organization to meet changing business needs, drive agility, and increase customer adoption? Learn the five key pillars to success: Digital Enablement, Technology Advancement, Organizational Agility, Adoption and Digital Shift. This session will help you gain insight on how to continue to evolve your organization and potential challenges along this journey.

Speakers
Barbara Lehman of Comcast

15:15 to 16:15

Adriatic / Aegean

Leadership, Teams & Transformation

The “People Factor” of A Digital Transformation – the UNICEF Case

Technology is a key component to any digital transformation, but the people factor is essential. Learn about the digital governance programe that UNICEF established at the outset of their digital transformation project. What elements are key to manage and protect a global digital presence of hundreds of sites and social media channels? How do you ensure that governance is perceived as an enabler and not as an obstacle that limits creativity?

Hint: it is not only about the rules it is about tools, knowledge and tons of communication.

Speakers
Carolina Ramirez of UNICEF

15:15 to 16:15

Pacific 2&3

Leadership, Teams & Transformation

16:15 to 16:30

Afternoon Coffee & Networking Break

16:15 to 16:30

16:30 to 17:15

Case Study: Soccer.com Scores Big with Experiential Commerce

The game of experience-driven online commerce is just beginning. Learn how Soccer.com drives compelling, engaging experiences by understanding their audience, building compelling content and using customer feedback to drive excellence.

Speakers
Aaron Pickrell of Soccer.com

16:30 to 16:45

Keynote Room

Leadership, Teams & Transformation

Keynote: At Hulu, It’s Called “Viewer Experience”

Over the past year and a half, Hulu has layered live TV top of its enormous premium on-demand library, added 10 Emmy awards to its name and surpassed 20 million subscribers. In addition, they’ve scaled their team of Viewer Experience Advocates (and TV enthusiasts) to support and delight the ever-expanding customer base. What’s the secret sauce? See how Hulu’s viewer-centric values serve to optimize, personalize and ultimately make each touchpoint within the viewer’s journey more meaningful and impactful.

Speakers
Karen Van Kirk of Hulu

16:45 to 17:15

Keynote Room

Analytics, Personalization & Optimization

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

Group Rates

Bring your team to DXS18 and see the discounts stack up!

Learn More

 

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

How Digital Teams Lead Enterprise Digital Transformations

The conventional thinking is that innovative work in enterprises should to be siloed to thrive, yet successful digital transformations need to be company-wide. How can digital practices in one part of the company catalyze change across the organization? This case study looks at how innovative practices in the Canadian Broadcasting Corporation’s Digital Products team have helped drive the organization’s shift to being a digital public media company. You’ll learn how introducing a different type of customer focus and emphasizing a positive cultural change created possibilities for change across the CBC. The CBC is Canada’s most popular digital media brand. An average of 16+ million Canadians per month visited CBC digital properties in 2017, more than any other Canadian media brand. 

Speakers
Lauris Apse of CBC

11:00 to 12:00

Pacific 2&3

Leadership, Teams & Transformation

Shutterfly’s AI-Enabled Marketing Stack

See the vision, infrastructure, hiccups and automation of enabling Shutterfly’s first AI-driven marketing stack. Based on a corporate strategy of increasing the relevancy of marketing communication, Shutterfly began a 3-year project last year of improving the marketing it is delivering to its customers. This process kicked off with a move to saleforce.com for email and campaign management with an eye towards coordinated multi-channel messaging. Since then, the team has been hard at work developing predictive data models forming the basis of AI messaging and targeting. The assembly of these AI-driven communications requires critical components including a marketing asset management solution. Learn about the requirements for the MAM, how it will tie into the AI infrastructure and the publishing solution for deployment of highly relevant content.

Speakers
Mike Berry of Shutterfly

11:00 to 12:00

Adriatic / Aegean

Artificial Intelligence & Data Layers

A/b Testing Beyond CRO

A/b testing doesn’t have to be limited to current state optimizations of your eCommerce platform. As your program matures, earning a seat at the decision makers table for large scale IT and Marketing decisions is a very achievable goal. How you position your tests to be customer focused while answering key business and product goals can lead to big things for your program. In this session you will get to hear how Dell has leveraged its testing program into a critical part of the product development process over the last 12 years.

Speakers
Vab Dwivedi of Dell

11:00 to 12:00

Adriatic / Aegean

Analytics, Personalization & Optimization

12:00 to 13:00

Networking Lunch

12:00 to 13:00

13:00 to 14:00

The Future of Human/Digital Interaction

Whether dealing with large scale digital transformation, or integration of small changes into teams, assumptions about how people will act and respond to change are fundamentally flawed. Old models of top down training do not take into effect how human behavior plays out at scale. The answer to more successful transformation, whether it involves leadership training, team effectiveness or customer centricity is in harnessing human nature to build stronger connections and understanding. Learn the power of constructing human-centered change programs that drive people towards the mindsets and behaviors that build stronger teams and more customer centric experiences. These principles can be applied to any change project but especially to connect to customer and customer experience.

Speakers
Jason Korman of Gapingvoid

13:00 to 14:00

Caribbean / Caspian

Leadership, Teams & Transformation

Getting Past the Hype about Customer Data Platforms

Customer Data Platforms offer hope to customer experience managers struggling with disconnected data. But many are still unsure what CDPs are, what they can do and, just as important, what they won’t do. With the latest research on CDP industry growth and trends and case studies, you’ll leave this session with a clear understanding of CDP strengths and weaknesses, situations where CDP is the right solution, how CDP relates to the rest of your marketing stack, requirements for successful CDP deployments, ways to find the best CDP for your business and the truth behind common CDPs myths.

Speakers
David Raab of CDP Institute

13:00 to 14:00

Baltic / Bering

Artificial Intelligence & Data Layers

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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