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.

Customer Journey Bootcamp


CDP Bootcamp


Register Today!

Get face to face with leaders from Google, Dell, Shutterfly, Lyft and many more.

See Group Rates.

 

7:30 - 8:30 AM

Networking Breakfast

7:30 - 8:30 AM

8:30 - 10:30 AM

Workshop: The Right Way to Buy CX Technology

Do you need to evaluate suitable technology suppliers? Are you looking to modernize, rationalize or optimize your DX/CX stack? In this workshop, get the inside scoop on how to match your unique needs with the right technology marketplaces and vendors, ranging from WCM to Marketing Automation, from CDPs to Journey Orchestration Engines and more. Discover how to replace outdated, waterfall methods with a modern approach to technology selection and take away a firm understanding of the major pros and cons of the key CX cloud/suite players.

Speakers

8:30 - 10:30 AM

Shedd A

Digital Operations & Platforms

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

8:30 - 10:30 AM

Shedd B

VoC & Customer-Driven Design

CDP Bootcamp: Preparing for Omnichannel: CDP Use Cases, Core Capabilities and Your Data Strategy

As customer journeys continue to push the boundaries of complexity, marketers are tasked with understanding and leveraging a vast continuum of user behavior. It’s more important and challenging than ever to discover actionable meaning behind customer engagement and leverage it to drive measurable results. For the always-on customer, touch points where brands should be present with impactful content and messaging but aren’t can adversely impact engagement, loyalty, and revenue. These experience gaps undermine customer journeys and threaten omnichannel success. Many companies leverage data-driven approaches to nurturing and targeting. But are they really optimizing customer journeys? Are they really future-proofing marketing? Are they getting omnichannel right?

In this session, we will explore use cases for CDPs that address the complexities of the always-on customer journey. By relating use cases to CDP core capabilities and data strategy, this session will help marketers understand how to transform omnichannel complexity and uncertainty into competitive advantages and measurable results.

After participating in this session, you will:

  • Understand the potential value of a CDP and its position in your martech stack, as well as how it can help optimize omnichannel engagement and the always-on customer journey.
  • Understand the CDP core capabilities required to enable omnichannel marketing success and how they fit in with use cases, your martech platforms and ecosystem.
  • Understand how data strategy and quality impact CDP effectiveness and marketing results, and what you can do to provide a solid data foundation for success

Speakers

8:30 - 10:30 AM

Water Tower A

CDP Bootcamp

Customer Journey Bootcamp: Using Personas to Fuel Digital Experiences that Drive Demand

Many marketers of complex products and solutions say they have personas. The trick is, once you have them, how do you use personas to create compelling digital experiences that drive demand? In this interactive workshop, you’ll learn how to gain a competitive advantage by using the information in your personas to create relevant stories with context that engages buyers. This means addressing the priority needs and concerns your customers must answer to choose to buy from you. Buyers have changed. Buying complex solutions has gotten, well…more complex. Let’s fix that.

In this session, you will learn:

  • What information your personas must have to be useful – and how to get it
  • The Conversational Formula for creating progressive digital experiences
  • Why Inclusive Relevance is becoming more important to winning the sale

Speakers

8:30 - 10:30 AM

Water Tower B

Customer Journey Bootcamp

10:30 - 11:00 AM

Coffee & Networking Break

10:30 to 11:00 AM

11:00 AM - 1:00 PM

Workshop: GDPR, PIPEDA, LGDP, CCPA… Are we done yet? How to survive the coming privacy tsunami

Just as most of us got used to the idea that EU’s General Data Protection Regulation (GDPR) was a fact of life we have to accept, and began making data collection modifications to comply with the new regulation, we face Lei Geral de Proteção de Dados (LGDP), California Consumer Privacy Act (CCPA) and a slew of proposed new digital privacy waves that are an announcement for the tsunami heading our way. In the middle of deep acronym swirls, it is easy to be overwhelmed. However, if you break down all privacy aspect commonalities and address them now, you will be on high ground as the waves begin to pound. In this session, focus on the types of data you need to create and maintain meaningful user engagement, the data privacy requirements that seem contrary to your goals, and how to bring these two worlds into alignment so that you can confidently face the coming privacy tsunami.

Speakers

11:00 AM - 1:00 PM

Analysis

Transformation & Leadership

CDP Bootcamp: CDPs in Your MarTech Stack: Practical Integration Strategies that Deliver Significant Results

Customer Data Platforms (CDPs) are at the peak of the hype cycle. And for the CDP projects that succeed, the results are nothing less than fantastic — accelerated growth, significant ROI and happier customers.

This narrative is powerful. However, CDP vendors are actively redefining the MarTech stack with their needs, perhaps not yours, in mind.

In this session we will present a definition of the modern MarTech stack, review some of the peak CDP hype vs. facts, review several real-world integration strategy case studies  and then embark on small group, actionable exercises that focus on preparing you for your future CDP project.

Speakers

11:00 AM - 1:00 PM

Water Tower A

CDP Bootcamp

Customer Journey Bootcamp: Hands-on Journey Mapping Lab

Whether you’re just getting started with journey mapping or looking for a methodology refresh, this workshop will give you the language and tools to map your customers’ interactions with your organization across both digital and non-digital touchpoints. Start out with an interactive discussion about the key elements of effective journey maps within the context of real examples, then you’ll practice mapping a real customer journey for your organization during a hands-on exercise. By the end of workshop, you’ll be able to answer the following questions: Why is journey mapping an essential methodology for today’s organizations to master? What factors make journey maps effective? How can you create journey maps? And how can journey maps be used to drive business results?

Speakers

11:00 AM - 1:00 PM

Water Tower B

Customer Journey Bootcamp

Workshop: Your Perfect Day: An Amazingly Simple way to Innovate

What if designing award-winning solutions could be as enjoyable as designing your Dream Home or your Wedding Day? Learn how to design your customers’ “Perfect Day” through a highly collaborative and simple process which doesn’t require any sticky notes, PowerPoint or Spreadsheets, and instead relies on dreaming, storytelling, drawing and most importantly; empowering your customers to co-own the design.

Speakers

11:00 AM - 1:00 PM

Shedd B

VoC & Customer-Driven Design

Workshop: Cisco Case Study: How Strategic Content Operations Lie at the Heart of Great Customer Experience

Whether you know it or not, your daily work is part of the machinery that produces customer-facing information and content. Whether you accept it or not, you are part of the machinery that ultimately becomes digital customer experiences.

Given how digitization and customer experience have permeated into our everyday lives, it is imperative to understand how our teams consciously, or not, enable and are constantly part of the experience development process … and how we produce our content is at the heart of this.

When driving a content and information work stream, along with expertise in content creation and analytics collection, you are expected to exert your sphere of influence and expand on transformational leadership skills.

In this session you will learn:

  • 5 lessons from how Cisco rebooted its content production processes, infrastructure and metadata
  • How to define a content work stream – step-by-step and right sizing
  • Defining content goals and exit criteria

Speakers

11:00 AM - 1:00 PM

Shedd A

Transformation & Leadership

Workshop: Why Personalization is NOT Working?

Confounded by all the noise in personalization technologies?

There is an ongoing challenge to build human-centric, intelligent systems and platforms, especially in the area of Ecommerce, a multi-trillion dollar global industry. Current systems operate on principles of binary and linear logic. Humans, however, often base their purchase and product decisions on the invisible system of individual human preference.

As CX Professionals, the monstrous challenge is not selecting the right technology solution as much as it is solving for the human side in personalization: explicit vs. implicit human behavior, and the dichotomy of computer science and human centric abstraction.

In this workshop, I will explain how AI can be leveraged to design and build interactive, intelligent knowledge platforms, able to elicit individual human preference intelligence. Resulting in highly persuasive, personalized intelligence for use in numerous business applications, including recommender systems, marketing, product design and execution.

In this session, you will learn:

  • What is human preference, and why various computer/data based sciences fail to elicit & solve for individual, human sensory-preference intelligence
  • What makes an intelligent consumer experience data platform
  • How to walk your talk with computer and data scientists

Speakers

11:00 AM - 1:00 PM

Architecture

AI, Machine Learning & Automation

1:00 - 2:00 PM

Lunch & Learn: The ‘P’ Word: People at The Center of Personalization

It’s been said that good customer experiences begin with good employee experiences. But good employee experiences are at risk when it comes to Personalization initiatives—shifting roles and responsibilities, new cross-team collaboration, terminology misalignment, and stakeholder buy-in are all potential pitfalls. Join us for an interactive lunch where we’ll discuss how effective change management is an integral component of Personalization programs at any stage. We’ll provide actionable approaches and tactics to address these personalization challenges and keep you moving forward.

Speakers

1:00 - 2:00 PM

Architecture

Lunch & Learn: Case Study - How Johnson & Johnson Defeated IT Fragmentation and Scaled Enterprise Mobility

With backend systems as old as IBM AS/400, hundreds of ERP clients, and many modern cloud-based solutions, data lakes, and IoT, fragmentation was a real challenge for Johnson & Johnson. See how J&J employed an enterprise data grid with REST API’s, and leveraged Neptune DX Platform to provide a cohesive and standardized digital experience for its end-users while reducing the risk to its IT organization.

Speakers

1:00 - 2:00 PM

Analysis

2:00 - 4:00 PM

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

2:00 - 4:00 PM

Glessner C

Digital Operations & Platforms

CDP Bootcamp: The CDP Software Market - Landscape Overview, Vendor Differentiation & Procurement Strategies

The CDP marketplace circa 2019 has been characterized by major waves of investment, new entrants, persistent hype, and as a consequence….extreme fragmentation. How’s an enterprise buyer to choose? Join Real Story Group’s Tony Byrne for a tour of the marketplace: trends, categories, and likely future trajectories for 2020. Ideal for those looking into selecting a CDP, the session will also include a business-focused methodology for finding the right CDP fit for your enterprise.

Speakers

2:00 - 3:00 PM

Water Tower A

CDP Bootcamp

CDP Bootcamp: CDP Test Drives – Orchestration and Activation Demonstrations

Most all market-leading CDPs offer campaign orchestration and marketing activation features, on top of the core CDP concept, in varying degrees of focus and complexity.
In this interactive workshop, we will look under the hood at (three) CDP platforms. We’ll take a single use case to demonstrate how it might be configured within each system, then discuss the intended business outcomes. Features on display will include audience segmentation design and application, ad-tech connectors, rule-based campaign triggers, and campaign performance measurement.

In this session, you will:

  • Put theory into practice–gain hands-on, practical knowledge of campaign set up
  • See first hand, how different CDPs tackle campaign business requirements and what you can expect
  • Increase your understanding of the type of use cases CDPs address and support
  • Learn more about the components that go into successful execution of a use case within a CDP

Speakers

3:00 - 4:00 PM

Water Tower A

CDP Bootcamp

Customer Journey Bootcamp: Successful Engagement - The Neuroscience of Decision Making

Have you ever noticed a gap between what people say they will do and what they actually do after you talk to them? Lack of action and follow-through have negative consequences for the customer journey and business outcomes. Using neuroscience, this session provides a unique approach to influencing and inspiring others to take action. During this interactive session, you learn how to:

  • Connect three pathways to influencing others’ brains and understand how to approach people’s resistance to change
  • Identify what your audiences’ brains find rewarding and appeal to these motivational drivers in your communication
  • Use heuristics (mental shortcuts) to influence your audience’s actions in an effortless way

Speakers

2:00 - 4:00 PM

Water Tower B

Customer Journey Bootcamp

Workshop: Managing the Empowered Customer: How to build a Voice of the Customer Program that Fits into your Marketing Formula

In today’s experience-driven world, too many marketers fail to recognize the value of building customer advocates and turning them into a valuable asset along the brand experience. Customer advocacy (or lack thereof) can make or break a brand. This session will show you how to integrate a Voice of the Customer program with your existing marketing strategy – whether you’ve started mapping towards one or not – and how to tie customer advocacy to the bottom line. You’ll hear real-life examples of the successes (and failures) of an established VoC program from someone who has led CX efforts for over 25 years.

In this session, you will:

  • Discover the 5 key elements that will help you execute a Voice of the Customer program
  • Learn how to report the ROI of your customer advocacy efforts and showcase the lifetime value they hold when impacting your “funnel” initiatives
  • Hear real-life examples of the successes and failures of an established VoC program

Speakers

2:00 - 4:00 PM

Shedd B

VoC & Customer-Driven Design

4:00 - 5:30 PM

Welcome Reception

4:00 - 5:30 PM
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.

Customer Journey Bootcamp


CDP Bootcamp


Register Today!

Get face to face with leaders from Google, Dell, Shutterfly, Lyft and many more.

See Group Rates.

 

6:30 - 7:30 AM

Morning Yoga

6:30 - 7:30 AM

7:30 - 8:30 AM

Networking Breakfast

7:30 - 8:30 AM

8:30 - 9:30 AM

DX Summit Welcome Address

Welcome to DX Summit 2019! Brice Dunwoodie, president and CEO of Simpler Media Group, kicks us off.

Speakers

8:30 - 8:45 AM

Keynote Room

Keynote: The Path To Journey Management

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change and business performance. Enter journey management: A holistic approach to customer experience that unfortunately remains misunderstood and underutilized in most organizations today. In this keynote session, join Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic. Learn why journey mapping is just part of the Journey Discovery process, how effective organizations leverage Journey Design to define profitable future-state journey and how journey managers and journey analytics combine to enable Journey Delivery.

Speakers

8:45 - 9:15 AM

Keynote Room

VoC & Customer-Driven Design

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

9:15 - 9:30 AM

Keynote Room

Digital Operations & Platforms

9:45 - 10:45 AM

Innovation Spotlights

Innovation spotlights at DXS are high-impact case studies featuring the latest digital customer experience technologies. Attendees interact with our technology partners in fast-paced rotating mini-sessions in our Innovation Garden. Learn more about these technologies on the Sponsors page.

Speakers

9:45 - 10:45 AM

Breakout Rooms

Digital Operations & Platforms

10:45 - 11:45 AM

Refreshments, Networking & Innovation Theater

10:45 - 11:45 AM

11:45 AM - 12:30 PM

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

11:45 AM - 12:30 PM

Shedd A

Digital Operations & Platforms

Live Tour: Machine Learning + Human Empathy

AI and Machine Learning are transformative forces in the Digital landscape. But when we rely only on the data, we risk leaving the “person” out of personalization. In this session, discover how Armoire — a data-driven fashion rental company growing double digits month over month — is creating a truly personalized experience by marrying their robust algorithm with face-to-face human interactions.

Speakers

11:45 AM - 12:30 PM

Shedd B

AI, Machine Learning & Automation

Take Your DX Stack to a CX Stack

Many large enterprises have spent the last five years modernizing their DX environments, solving difficult technical problems, moving with vendors to the cloud and building in-house expertise to master complex technology platforms. In this session, learn how enterprises are moving key services lower in their stacks, to isolate architectural concerns and share capabilities for omnichannel engagement strategies. Get insights on where and how to shift priorities, suppliers and spend going forward. Come away with a reference model you can share with internal teams to drive future strategies.

Speakers

11:45 AM - 12:30 PM

Water Tower B

Digital Operations & Platforms

Case Study: Nutrafol's Customer Data Platform (CDP) Procurement, Implementation and Activation

Customer Data Platforms (CDPs) have emerged as a proposed solution to a long-existing challenge: wrangling customer data into a persistent, universal profile and making the data available for analysis and action.

Unfortunately, the interest in the market has led to confusion as vendors from different backgrounds, with different capabilities try to wrap themselves in the moniker, while simultaneously trying to define it on their terms. Thus, there is a strong need to clarify what a CDP is and isn’t, how a CDP can deliver value, and whether marketers should or shouldn’t work with a CDP. Michael Harrison (Managing Partner) from Winterberry Group and Rose Hamilton (Chief Digital Officer) from Nutrafol will discuss their experience identifying, selecting and activating a CDP.

Speakers

11:45 AM - 12:30 PM

Shedd B

Customer Data & Analytics

12:30 - 1:45 PM

Birds of a Feather Lunch featuring the Innovation Theater

12:30 - 1:45 PM

1:45 - 2:30 PM

Driving Your CDP: Orchestration and Activation Overview

Most of us by now are all familiar with the core concept of a CDP:  “…creates a persistent, unified customer database that is accessible to other systems.*” Most all market-leading CDPs offer marketing activation and campaign orchestration features, on top of this core concept, in varying degrees of focus and complexity.
In this session, we will dive into the orchestration and activation layer, covering use-case planning, audience segmentation, and case study examples on how CDPs have achieved specific marketing business outcomes.

Speakers

1:45 - 2:30 PM

Shedd A

Customer Data & Analytics

Growing Membership: Moving From Transaction to Attraction

Throughout her storied marketing and PR career, Stephanie Moritz has ushered big name brands—including ConAgra Foods, The Hershey Company, and Jim Beam—to household name status. In 2015, she joined the American Dental Association as its Chief Communications and Marketing Officer—without a background in associations or dentistry. But her industry perspective has radically reconstructed the ADA’s marketing efforts, adding value for its members and reshaping its public perception to a friendly, trusted source of healthcare information—a far cry from its appearance as the sterile, authoritarian voice of the dental establishment. In this informative session, Moritz will tell the story of how a customer-centric approach took the 160-year-old ADA from analog to digital and eliminated the siloed thinking that often encumbers businesses both big and small.

In this session, Moritz will offer valuable takeaways on:

  • How design thinking can help you understand your customer’s unmet needs and motivations
  • Why research is not the first step of the process, but one facet of a continuous feedback and improvement loop
  • Identifying the highest and best use of your team for notable impact

This can’t-miss presentation will equip you with tools to move away from old-fashioned precepts and into twenty-first century transformation.

Speakers

1:45 - 2:30 PM

Shedd B

Transformation & Leadership

AI for 1:1 Marketing — The State and Evolution of Shutterfly’s MarTech Stack

See inside Shutterfly’s current MarTech stack and get a perspective on the vision, infrastructure, hiccups and eventual successes that are behind Shutterfly’s first AI-driven digital engagement stack.

In this session Mike Berry will provide an update on the company’s journey towards scaling communications relevancy, as first detailed at DX Summit 2018. November 2019 will find Shutterfly half way through a 3-year transformation that began with a migration to Salesforce.com and is currently focused on predictive data models that form the basis of AI-driven messaging and targeting, new KPIs and a refined but evolving roadmap.

Speakers

1:45 - 2:30 PM

Water Tower B

AI, Machine Learning & Automation

2:30 - 3:30 PM

Refreshments, Networking & Innovation Theater

2:30 - 3:30 PM

3:30 - 4:45 PM

DX Talks

Our take on TED Talks, these rapid-fire practitioner-led narratives are delivered from the main stage in 15-minutes or less.

Speakers

3:30 - 4:15 PM

Keynote Room

Why Messaging is a Means for Digital Transformation

As consumers, we have switched most of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to block 20 minutes of our busy, over-scheduled, day and make a call. Only 3% of consumers enjoy IVR, and support voice calls account for a massive chunk of the budget. With this in mind, many brands have adjusted these customer journeys by switching these conversations to asynchronous messaging. Hear from a Google expert about how pioneering businesses have recognized messaging as the future of excellent customer experience and why you should make messaging a part of your DT strategy.

Speakers

3:30 - 3:45 PM

Keynote Room

Digital Operations & Platforms

Scaling VoC Culture Across the Organization

Voice of Customer is crucial for your organization to embrace, but driving the leadership culture is not as simple as flipping a switch. In this session you will learn how to inspire your team members to embrace a mindset of continuous improvement. Learn how to accelerate a culture of VoC ownership across all team members, not just CX expert, inspire team members to document their ideas and incentivize Voice of Customer improvements.

Speakers

3:45 - 4:00 PM

Keynote Room

VoC & Customer-Driven Design

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

4:15 - 4:30 PM

Keynote Room

Digital Operations & Platforms

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

4:30 - 5:00 PM

Keynote Room

Transformation & Leadership

5:00 - 6:30 PM

Taste of Chicago Networking Reception

5:00 - 6:30 PM
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.

Customer Journey Bootcamp


CDP Bootcamp


Register Today!

Get face to face with leaders from Google, Dell, Shutterfly, Lyft and many more.

See Group Rates.

 

6:30 - 7:30 AM

Morning Yoga

6:30 - 7:30 AM

7:30 - 8:30 AM

Networking Breakfast

7:30 - 8:30 AM

8:30 - 9:30 AM

Research Report: The State of Digital CX

Understand the how, why and what’s next with Digital CX through exclusive data from CMSWire’s 2020 State of Digital Customer Experience report.

Speakers

8:30 - 8:45 AM

Keynote Room

Keynote: Focusing on Customer Behavior Is The Key To Simplifying Their Journey

Being data driven in your decision making is a good idea. But what data should you be using? If you’re only looking at top line metrics, like revenue, you’ll miss why your customers are struggling through their journey on your digital platforms. Diving into visitor behavior is critical to really understand how you can provide a better experience for your users. Join Vab Dwivedi, Director of Design Analytics at Dell, to learn how an industry leader is driving change through smarter, customer-centric decision-making. You’ll hear about Dell’s approach to better understanding how users are navigating digital properties, engaging with products, and interacting with the brand.

Speakers

8:45 - 9:15 AM

Keynote Room

Customer Data & Analytics

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

9:15 - 9:30 AM

Keynote Room

Digital Operations & Platforms

9:45 - 10:45 AM

Innovation Spotlights

Innovation spotlights at DXS are high-impact case studies featuring the latest digital customer experience technologies. Attendees interact with our technology partners in fast-paced rotating mini-sessions in our Innovation Garden. Learn more about these technologies on the Sponsors page.

Speakers

9:45 - 10:45 AM

Breakout Rooms

Digital Operations & Platforms

10:45 - 11:45 AM

Refreshments, Networking & Innovation Theater

10:45 - 11:45 AM

11:45 AM - 12:30 PM

Customer Case Study Panel: How to Select DX Technology Using an Agile Approach

Join a panel of three enterprise digital leaders and see inside lessons learned from selecting DX technology using an agile approach. Find out what worked, what didn’t and what they would do differently.

Speakers

11:45 AM - 12:30 PM

Shedd B

Digital Operations & Platforms

Making Chat and Voice Bots Scalable, Portable and Reusable

Chat bots are brittle and costly to scale. At the end of the day, a chatbot is a channel to data, content and knowledge. This means that sound information retrieval approaches have to be followed. AI content should not be considered as significantly different from other content (with some exceptions). In this session we will discuss how to solve problems today and prepare the organization for the future by modeling content and knowledge assets so that they can be reused in multiple contexts from traditional search and retrieval through AI driven approaches. This will show leadership how to approach chat and voice bots so that content and data is flexible and usable across contexts and applications.

Speakers

11:45 AM - 12:30 PM

Shedd A

AI, Machine Learning & Automation

How HubSpot Created Our First-Ever 'Voice of the Customer' Program

Through a new ‘Voice of the Customer’ program, HubSpot is aggressively identifying and cross-functionally taking action on our most challenging customer feedback. As “Customer-First” continues to be integrated into every part of our business, products, and service offering, how HubSpot operates is changing. Come learn from HubSpot’s journey on how to future-proof your company and build a #CustomerFirst “VoC” program.
In this session, you will:
  • Discover the specifics of why and how your company should invest in a #CustomerFirst “Voice of the Customer” program
  • Gain insight into key lessons learned from HubSpot’s journey
  • Learn how HubSpot is using AI/Machine Learning to support our VoC Program
  • Get inspired about how your company can embed your customer voice into all aspects of the business

Speakers

11:45 AM - 12:30 PM

Water Tower B

VoC & Customer-Driven Design

12:30 - 1:45 PM

Birds of a Feather Lunch featuring the Innovation Theater

12:30 - 1:45 PM

1:45 - 3:15 PM

DX Talks

Our take on TED Talks, these rapid-fire practitioner-led narratives are delivered from the main stage in 15-minutes or less.

Speakers

1:45 - 2:30 PM

Keynote Room

The Best CX Starts with Employee Experience

The brand fueling Silicon Valley every day — Philz Coffee — has raised millions of VC funds to expand nationally in the next two years. Much of its success is carefully extending what’s beloved about the in-cafe experience and translating that to the digital experience. Under VP Digital Francisca Hawkins, Philz has invested in building and launching a connected ecosystem of digital products that are driving loyalty and revenue. That includes everything from a mobile order-ahead app to a one of the first transactional Apple Watch apps. In the process, Hawkins has seen the value of elevating BtoB experiences to the level of BtoC experience: a key part of Philz’ digital strategy is the slice customers never see, the Barista experience. Hawkins will take the audience through the opportunity to build breakthrough experiences for employees that are as beautiful and functional as customer-facing ones.

Speakers

1:45 - 2:00 PM

Keynote Room

Transformation & Leadership

How Curiosity Fuels Transformation

The logical way to get answers is to ask questions. So why are we so afraid of them? As Chief Communications and
Marketing Officer at the American Dental Association, Stephanie Moritz knows that simply asking questions—the hard
ones, the controversial ones, and even the “stupid” ones—has the power to upend the status quo, yield unprecedented
business results, and transform a company’s culture.

In Moritz’s session, you’ll gain actionable insights on:

  • How the schoolhouse mindset of conformity and compliance stifles innovation—and why it doesn’t have to
  • Creating a fearless, judgment-free environment where good ideas can thrive
  • The value of failing faster
  • How to turn a kneejerk “No” culture into a “Yes, and…” atmosphere
  • Using a benefits-centered perspective to hush the self-critical thoughts that keep you from speaking up

Imagination and creative solutions are often just a question away. You’ll leave this session inspired by what a “How,” “Why,” or “What if” can do.

Speakers

2:00 - 2:15 PM

Keynote Room

Transformation & Leadership

The 5 Principles of a World-Class Customer Experience

Customer experience is a powerful vehicle for building brand loyalty, sparking word of mouth, and driving growth. But what makes some customer experiences more engaging? And how can companies ensure consistent, rich multi-dimensional experiences online? This talk reveals the secret science behind remarkable world class customer experiences. Discover how five simple principles drive success across a range of industries. If you’ve ever wondered why certain brands get more word of mouth, or how to design right for digital, this talk will show you how you can make it happen.

Speakers

2:30 - 3:15

Keynote Room

Transformation & Leadership

DX Summit Farewell

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

Speakers

3:15 - 3:30 PM

Keynote Room

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