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

Super Early Bird Special!

Spread those DX wings and save $400 on tickets until June 1st.

Register Today

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 10:30

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

8:30 to 10:30

TBA

Analytics, Personalization & Optimization

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

Analytics, Personalization & Optimization

13:00 to 14:00

Networking 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

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

Super Early Bird Special!

Spread those DX wings and save $400 on tickets until June 1st.

Register Today

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 9:45

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 9:30

Keynote Room

VoC & Customer-Driven Design

9:45 to 11:00

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 11:00

Innovation Garden

Platforms, Stacks & Operational Success

11:00 to 11:15

Morning Coffee & Networking Break

11:00 to 11:15

11:15 to 12:15

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

11:15 to 12:15

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

11:15 to 12:15

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

11:15 to 12:15

Caribbean / Caspian

VoC & Customer-Driven Design

12:15 to 13:00

Networking Lunch

12:15 to 13:00

13:00 to 13:45

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

13:00 to 13:45

Keynote Room

Artificial Intelligence & Data Layers

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 17:30

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

16:30 to 17:30

Keynote Room

Artificial Intelligence & Data Layers

17:30 to 19:30

Evening Reception

Speakers

17:30 to 19:30

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

Super Early Bird Special!

Spread those DX wings and save $400 on tickets until June 1st.

Register Today

 

7:30 to 8:30

Breakfast and Check-in

7:30 to 8:30

8:30 to 10:15

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 9:30

Keynote Room

Leadership, Teams & Transformation

10:15 to 11:30

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

10:15 to 11:30

Innovation Garden

Platforms, Stacks & Operational Success

11:30 to 11:45

Morning Coffee & Networking Break

11:30 to 11:45

11:45 to 12:45

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

11:45 to 12:45

TBA

12:45 to 13:45

Networking Lunch

12:45 to 13:45

13:45 to 14:45

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

13:45 to 14:45

TBA

14:45 to 15:00

Afternoon Coffee & Networking Break

14:45 to 15:00

15:00 to 16:00

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

15:15 to 16:00

Keynote Room

Artificial Intelligence & Data Layers

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