Check out the content from our Q3 2022 conference!
Wednesday, August 17
11 :00 AM
11 :00 AM - 11 :40 AM EST (40 mins)
[Welcome and Opening Keynote] AI, Insights and Conversations In the New Machine Age
Artificial intelligence, big data, and deep learning are going to change the way we work, live, and love. Predictive tools and machine learning neural networks have the capability to not only take on routine tasks but to tackle bigger problems. In this talk, Morey talks about the new challenges and opportunities awaiting businesses who take advantage of these new tools.
Main Stage
11 :45 AM
11 :45 AM - 12 :10 PM EST (25 mins)
[Main Stage Keynote] Empowering Customers & Employees with Fast and Personalized Support
Today's businesses are operating in a highly dynamic environment. They need to remain laser-focused on their core priorities, while building resilience and agility into employee and customer experiences.
In this session, you'll learn how Freshdesk helps companies:
Main Stage
12 :05 PM
12 :05 PM - 12 :35 PM EST (30 mins)
[Breakout] Digital Evolution: Top Digital CX Technology Trends of 2022
Spending on customer experience continues to increase, but where are organizations investing? In our new 2022 State of Customer Experience Technology Report, we uncovered some critical trends to help contact center leaders develop plans for transforming how their contact centers engage with customers across all channels.
Topics covered in this webinar include:
Adélaide Pastré
Product Marketing Manager, CX
RingCentral
Erik Smith
Enterprise Account Executive & Digital Principal
RingCentral
Breakout
12 :15 PM
12 :15 PM - 12 :40 PM EST (25 mins)
[Breakout] Managing Customer Experience in an Omnichannel World
Customers have multiple channels to interact with organizations: self-service via websites, mobile apps and kiosks, and agent-assisted over the phone or in-person. While these channels vary widely on the surface, they often result in similar outcomes for the customer, and may even converge behind the scenes. Adopting a unified mindset to experience across these channels is a key to overarching improvements in CX.
Topics will include:
Breakout
12 :40 PM
12 :40 PM - 1 :00 PM EST (20 mins)
Lunch and Game Time
Take 20! Use this time to chow down, and explore the DX Challenge page and links to resources and great information across the Digital Experience Summit hub.
Looking for real solutions to your digital workplace and hybrid workplace challenges? Visit our Sponsor Booths! Sponsor teams and speakers will be available to answer your questions live, schedule a meeting, or simply view their videos, product info and exclusive research.
1 :00 PM
1 :00 PM - 1 :30 PM EST (30 mins)
[Discussion] VoC Meets VoE: Connected Customer and Employee Experiences
VoC is an evergreen topic --and for good reason! Implementing the needs and wants of customers should be top priority for every organization interested in brand growth and customer experience. With the growing relevance surrounding the term, how do we use the data we have to support those in the frontline? In this panel, we’ll learn how to align Voice of the Customer with Voice of the Employee to provide workers with the data they need when they need it the most.
Topics may include:
Dom Nicastro
Managing Editor
CMSWire
Inge De Bleecker
Principal UX & Conversational AI Consultant | Founder
outriderUX
Nichole Devolites
Director of Customer Operations
SecureAuth
Panel
1 :35 PM
1 :35 PM - 2 :00 PM EST (25 mins)
[Case Study] DiRx’s Digital Journey to Provide Affordable Medication
As a new player in a competitive market, online pharmacy DiRx needed to win over customers from its larger competitors. By leveraging digital experience analytics to better understand and help acquire new customers, DiRx has revolutionized the way customers are engaging with their pharmacies. Attend this session to learn:
Breakout
2 :00 PM
2 :00 PM - 2 :30 PM EST (30 mins)
[Networking Break] Virtual Lounge
Join your peers and speakers in the Lounge for virtual networking. Discuss the day's sessions, ask questions, and make connections across industries -- and even across the globe.
How does it work? Move your avatar around the networking space to meet people. To join a conversation, move closer. To leave it, move away. It’s that simple.
Networking Opportunity
2 :30 PM
2 :30 PM - 2 :55 PM EST (25 mins)
[Main Stage Keynote] Unlock the One Workforce Advantage to Empower Exceptional CX Teams
This session will teach you how to unlock the One Workforce Advantage to break down silos and empower your teams across your enterprise, resulting in streamlined, positive and impactful experiences for both your employees and your customers.
Attend this session to learn:
Breakout
3 :00 PM
3 :00 PM - 3 :30 PM EST (30 mins)
[Closing Keynote] Harnessing AI Ethically for an Effective, Personalized Customer Experience
In the new digital age, consumers are choosier than ever and spoilt for choice. Often one great – or poor - experience can be the make-or-break factor that determines who customers choose to do business with, and whether or not they remain customers for life. Given this changing business landscape, how can businesses take advantage of the latest tools and techniques to determine what it is their customers require or desire, and subsequently deliver it time after time?
In this session, Katie King, author and consultant on artificial intelligence (AI), will share how businesses can harness the power of technology to create memorable experiences, connect with their audiences, and gain the competitive advantage. Katie will draw on the content from her latest book to deliver this powerful, pragmatic and highly topical session.
Main Stage
3 :40 PM
3 :40 PM - 4 :25 PM EST (45 mins)
[Happy Hour] Laughter for Wellbeing
Learn to use laughter as a tool! Embrace the proven psychological and physiological benefits of hearty laughter. Become more relaxed, promote great relationships and connectivity, take more emotional control, and consider ways to incorporate joy and laughter into your team dynamics and customer experience.
This live, interactive session will start with the science of laughter and understanding stress, followed by a fun laughter tour and warm-up. You’ll be guided through various activities! Be ready and bring:
By the end of the session your positivity and mood will be fully refreshed, and you’ll walk away with ideas on how to embrace laughter with friends, family, teams and customers.
Networking Opportunity
Thursday, August 18
11 :00 AM
11 :00 AM - 11 :30 AM EST (30 mins)
[Welcome and Keynote Address] Marketing Ops Leadership for a Changing MarTech World
Amid a rapidly changing world of MarTech, the practice of marketing operations holds promise to apply structure over chaos. But not everyone agrees on best practices for marketing operations, and within large enterprises especially, marketing ops leaders and teams can become hopelessly stretched by competing demands.
Join Real Story Group founder Tony Byrne as he briefly lays out some marketing ops lessons and patterns shared by RSG’s MarTech Stack Leadership Council. Tony will then interview a council member who leads a marketing ops team at a global hospitality firm to find out how they are addressing the challenge.
Amid a swirl of competing cross-currents, some marketing ops patterns are emerging. Come find out what they are.
Main Stage
11 :35 AM
11 :35 AM - 12 :00 PM EST (25 mins)
[Main Stage Keynote] Switching to a First-Party Data Strategy in the Third-Party Cookie Apocalypse
Storm clouds are on the horizon when it comes to how to successfully and securely leverage the power of customer data. What are marketers to do when third-party cookies are no more? First-party data to the rescue! Join Tealium’s Director of Product Marketing, Matt Parisi, in this lively discussion and learn how to:
Breakout
12 :05 PM
12 :05 PM - 12 :35 PM EST (30 mins)
[Discussion] How AI Is Evolving the Customer Experience
AI promises to provide us with information that can transform the interactions we have with our customers. At every touch point, brands now have the opportunity to gain valuable insights on the individual needs and pain points of their consumers. In this panel, we’ll learn how to provide intuitive and personalized connections using AI.
Topics may include:
Rich Hein
Editor in Chief
CMSWire
Shawn Goodin
Global Director of Marketing Technology and Analytics
Silicon Valley Bank
Greg Kihlstrom
Principal, Chief Strategist
GK5A
Main Stage
12 :40 PM
12 :40 PM - 1 :15 PM EST (35 mins)
[Closing Keynote] The CX and EX Link: The Case for Greater Revenue Growth through Strategic Alignment
Research has long established the link between customer experience (CX) and revenue generation. But the situation is more nuanced—and more interesting—than that. CX is in fact locked with employee experience (EX) in an intricate relationship in which one depends on the other to gain maximum results. The fact is the fastest way to get your customers to love your brand, is to get your employees to love their jobs.
In today’s work from anywhere environment, collaboration and communication have never been more important. We must prioritize the human element of business and find ways to stay closer to our employees and our customers in an engaging and meaningful way. One way is to challenge your organization to reimagine what work can look like – and how becoming an employee first, customer-centric organization will help ignite more focused growth.
Rich Hein
Editor in Chief
CMSWire
Tiffani Bova
Author, GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business
Main Stage
Wednesday, August 17
11 :00 AM
11 :00 AM - 11 :40 AM EST (40 mins)
[Welcome and Opening Keynote] AI, Insights and Conversations In the New Machine Age
Artificial intelligence, big data, and deep learning are going to change the way we work, live, and love. Predictive tools and machine learning neural networks have the capability to not only take on routine tasks but to tackle bigger problems. In this talk, Morey talks about the new challenges and opportunities awaiting businesses who take advantage of these new tools.
Main Stage
11 :45 AM
11 :45 AM - 12 :10 PM EST (25 mins)
[Main Stage Keynote] Empowering Customers & Employees with Fast and Personalized Support
Today's businesses are operating in a highly dynamic environment. They need to remain laser-focused on their core priorities, while building resilience and agility into employee and customer experiences.
In this session, you'll learn how Freshdesk helps companies:
Main Stage
12 :05 PM
12 :05 PM - 12 :35 PM EST (30 mins)
[Breakout] Digital Evolution: Top Digital CX Technology Trends of 2022
Spending on customer experience continues to increase, but where are organizations investing? In our new 2022 State of Customer Experience Technology Report, we uncovered some critical trends to help contact center leaders develop plans for transforming how their contact centers engage with customers across all channels.
Topics covered in this webinar include:
Adélaide Pastré
Product Marketing Manager, CX
RingCentral
Erik Smith
Enterprise Account Executive & Digital Principal
RingCentral
Breakout
12 :15 PM
12 :15 PM - 12 :40 PM EST (25 mins)
[Breakout] Managing Customer Experience in an Omnichannel World
Customers have multiple channels to interact with organizations: self-service via websites, mobile apps and kiosks, and agent-assisted over the phone or in-person. While these channels vary widely on the surface, they often result in similar outcomes for the customer, and may even converge behind the scenes. Adopting a unified mindset to experience across these channels is a key to overarching improvements in CX.
Topics will include:
Breakout
12 :40 PM
12 :40 PM - 1 :00 PM EST (20 mins)
Lunch and Game Time
Take 20! Use this time to chow down, and explore the DX Challenge page and links to resources and great information across the Digital Experience Summit hub.
Looking for real solutions to your digital workplace and hybrid workplace challenges? Visit our Sponsor Booths! Sponsor teams and speakers will be available to answer your questions live, schedule a meeting, or simply view their videos, product info and exclusive research.
1 :00 PM
1 :00 PM - 1 :30 PM EST (30 mins)
[Discussion] VoC Meets VoE: Connected Customer and Employee Experiences
VoC is an evergreen topic --and for good reason! Implementing the needs and wants of customers should be top priority for every organization interested in brand growth and customer experience. With the growing relevance surrounding the term, how do we use the data we have to support those in the frontline? In this panel, we’ll learn how to align Voice of the Customer with Voice of the Employee to provide workers with the data they need when they need it the most.
Topics may include:
Dom Nicastro
Managing Editor
CMSWire
Inge De Bleecker
Principal UX & Conversational AI Consultant | Founder
outriderUX
Nichole Devolites
Director of Customer Operations
SecureAuth
Panel
1 :35 PM
1 :35 PM - 2 :00 PM EST (25 mins)
[Case Study] DiRx’s Digital Journey to Provide Affordable Medication
As a new player in a competitive market, online pharmacy DiRx needed to win over customers from its larger competitors. By leveraging digital experience analytics to better understand and help acquire new customers, DiRx has revolutionized the way customers are engaging with their pharmacies. Attend this session to learn:
Breakout
2 :00 PM
2 :00 PM - 2 :30 PM EST (30 mins)
[Networking Break] Virtual Lounge
Join your peers and speakers in the Lounge for virtual networking. Discuss the day's sessions, ask questions, and make connections across industries -- and even across the globe.
How does it work? Move your avatar around the networking space to meet people. To join a conversation, move closer. To leave it, move away. It’s that simple.
Networking Opportunity
2 :30 PM
2 :30 PM - 2 :55 PM EST (25 mins)
[Main Stage Keynote] Unlock the One Workforce Advantage to Empower Exceptional CX Teams
This session will teach you how to unlock the One Workforce Advantage to break down silos and empower your teams across your enterprise, resulting in streamlined, positive and impactful experiences for both your employees and your customers.
Attend this session to learn:
Breakout
3 :00 PM
3 :00 PM - 3 :30 PM EST (30 mins)
[Closing Keynote] Harnessing AI Ethically for an Effective, Personalized Customer Experience
In the new digital age, consumers are choosier than ever and spoilt for choice. Often one great – or poor - experience can be the make-or-break factor that determines who customers choose to do business with, and whether or not they remain customers for life. Given this changing business landscape, how can businesses take advantage of the latest tools and techniques to determine what it is their customers require or desire, and subsequently deliver it time after time?
In this session, Katie King, author and consultant on artificial intelligence (AI), will share how businesses can harness the power of technology to create memorable experiences, connect with their audiences, and gain the competitive advantage. Katie will draw on the content from her latest book to deliver this powerful, pragmatic and highly topical session.
Main Stage
3 :40 PM
3 :40 PM - 4 :25 PM EST (45 mins)
[Happy Hour] Laughter for Wellbeing
Learn to use laughter as a tool! Embrace the proven psychological and physiological benefits of hearty laughter. Become more relaxed, promote great relationships and connectivity, take more emotional control, and consider ways to incorporate joy and laughter into your team dynamics and customer experience.
This live, interactive session will start with the science of laughter and understanding stress, followed by a fun laughter tour and warm-up. You’ll be guided through various activities! Be ready and bring:
By the end of the session your positivity and mood will be fully refreshed, and you’ll walk away with ideas on how to embrace laughter with friends, family, teams and customers.
Networking Opportunity
Thursday, August 18
11 :00 AM
11 :00 AM - 11 :30 AM EST (30 mins)
[Welcome and Keynote Address] Marketing Ops Leadership for a Changing MarTech World
Amid a rapidly changing world of MarTech, the practice of marketing operations holds promise to apply structure over chaos. But not everyone agrees on best practices for marketing operations, and within large enterprises especially, marketing ops leaders and teams can become hopelessly stretched by competing demands.
Join Real Story Group founder Tony Byrne as he briefly lays out some marketing ops lessons and patterns shared by RSG’s MarTech Stack Leadership Council. Tony will then interview a council member who leads a marketing ops team at a global hospitality firm to find out how they are addressing the challenge.
Amid a swirl of competing cross-currents, some marketing ops patterns are emerging. Come find out what they are.
Main Stage
11 :35 AM
11 :35 AM - 12 :00 PM EST (25 mins)
[Main Stage Keynote] Switching to a First-Party Data Strategy in the Third-Party Cookie Apocalypse
Storm clouds are on the horizon when it comes to how to successfully and securely leverage the power of customer data. What are marketers to do when third-party cookies are no more? First-party data to the rescue! Join Tealium’s Director of Product Marketing, Matt Parisi, in this lively discussion and learn how to:
Breakout
12 :05 PM
12 :05 PM - 12 :35 PM EST (30 mins)
[Discussion] How AI Is Evolving the Customer Experience
AI promises to provide us with information that can transform the interactions we have with our customers. At every touch point, brands now have the opportunity to gain valuable insights on the individual needs and pain points of their consumers. In this panel, we’ll learn how to provide intuitive and personalized connections using AI.
Topics may include:
Rich Hein
Editor in Chief
CMSWire
Shawn Goodin
Global Director of Marketing Technology and Analytics
Silicon Valley Bank
Greg Kihlstrom
Principal, Chief Strategist
GK5A
Main Stage
12 :40 PM
12 :40 PM - 1 :15 PM EST (35 mins)
[Closing Keynote] The CX and EX Link: The Case for Greater Revenue Growth through Strategic Alignment
Research has long established the link between customer experience (CX) and revenue generation. But the situation is more nuanced—and more interesting—than that. CX is in fact locked with employee experience (EX) in an intricate relationship in which one depends on the other to gain maximum results. The fact is the fastest way to get your customers to love your brand, is to get your employees to love their jobs.
In today’s work from anywhere environment, collaboration and communication have never been more important. We must prioritize the human element of business and find ways to stay closer to our employees and our customers in an engaging and meaningful way. One way is to challenge your organization to reimagine what work can look like – and how becoming an employee first, customer-centric organization will help ignite more focused growth.
Rich Hein
Editor in Chief
CMSWire
Tiffani Bova
Author, GROWTH IQ: Get Smarter About the Choices that Will Make or Break Your Business
Main Stage