Digital is King – Be Everywhere Your Customer Expects You to Be. Boost engagement, satisfaction and loyalty Digital is a big part of your customer touchpoints! Ensure the accumulation of mini-experiences across their entire journey is seamless and positive. Exclusive to this conference, discover best-in-class digital CX innovations in mobile, social, virtual agents, personalization, customer journey mapping, voice-of-customer (VoC), and analytics. Source new strategies and insights to better leverage digital and take your CX to the next level. Customer experience is your main competitive advantage. Transform your digital CX to win and retain customers. http://www.digitalcustomerexp.com/

1. Erica Javellana,
Speaker of The House,
Zappos
Don Fertman,
Chief Development Officer,
Franchise World
Headquarters/SUBWAY
Tim Hassed,
Director, Digital Customer
Experience
Telus Corporation
Rick Medeiros,
Executive Director, Lenovo.com
Global Usability & Customer Experience,
Lenovo
Frederick Crosby,
VP, Western Union Digital -
Business Development & Marketing,
Western Union
Customer Experience Journey Mapping
Journeying into the Consciousness of the Customers
3
2
1
Social Media Analytics and Customer Experience
S E C O N D A N N U A L
DIGITAL
CUSTOMEREXPERIENCES T R A T E G I E S S U M M I T
September 23rd - 24th, 2015 | Chicago | Hyatt Regency McCormick Place
World-renowned thought leaders: Exclusive Insights on:
• Omni-Channel
• Customer-centric Culture
• Engagement & Loyalty
• Personalization
• Emerging Channels
• Metrics & Analytics
• Social & Mobile
Register Today at: www.digitalcustomerexp.com
Award-Winning
Case Studies
& Speakers
d
ClearAction
Enabling customers to love you
Gold Sponsors: Bronze Sponsor: Partners:
Success stories on mobile, social, and personalization
from leading brands to help you transform your CX

2. Register by Calling 1-866-298-9343
Welcome to the Digital CX Summit, the
only US-based event of its kind... Giving
you the depth and breadth on leveraging
digital channels, tools and tactics.
Featuring 10+ world-class case studies, you will take
away comprehensive advice and practical solutions to
seize opportunities in this rapidly developing field.
Discover innovations in mobile, social, virtual agents,
personalization, VoC and analytics. Make the right
digital investments for your CX strategy. Create lasting
impact on your customer satisfaction, retention and
sales.
Join industry thought leaders and experts who are
passionate on digital and CX.
Fortune 500 and other past attendees include:
Your Digital CX team
American Express ■ Southwest Airlines ■ Barneys ■ New York Nationwide Insurance
■ Blue Cross & Shield ■ Cleveland Clinic ■ Attensity ■ Export-Import Bank ■
Broadridge Financial ■ Hewlett Packard ■ IBM ■ Indigo.ca ■ Colgate-Palmolive
■ JetBlue Airways ■ Manulife ■ McGraw-Hill Education ■ Pfizer ■ Ralph Lauren
■ Accenture ■ RetailMeNot, Inc. ■ Vitamix ■ Schneider Electric ■ WestJet ■
Symantec ■ USAA ■ Adobe ■ Zipcar ■ maxymiser ■ Rue La La ■ Lancome USA ■
Healthfirst ■ Dell ■ Environics ■ GoDaddy ■ Direct General Insurance ■ NYC 311
Whowas
therein2014
Attain crucial insights from
10+ leaders in CX:
Register Today by Calling 1-866-298-9343 x 200
“This is the best DCX conference I’ve
attended! Lots of great info...
”Director, Digital Customer Experience, Schneider
Electric
“I have been very impressed. Great
speakers and presentations relevant
topics, good pace.
”VP, Operations Data Quality Diviosn,
Export-Import Bank

3. Executives involved in
any aspect of customer experience strategy, design,
management and implementation...
Financial Services•
• Pharmaceuticals
• Healthcare
• Hospitality Entertainment
• Technology
• Retail
Industry experts and vendors
who provide advice, service and/or
products to help CX executives...
Customer Experience Consultants•
• Digital/Marketing Agencies
• Marketing Automation/CRM/Platforms
Enterprise Content Management Firms•
Social Media Platform Software•
Big Data Companies•
3 pre-conference
workshops for in-depth
learning
Cross pollination
of ideas from more
industries
New content:
B2B, culture, virtual
assistance and VoC
Speed
networking
session
Award-winning
case studies and
speakers
Mobile
round table
Register Today!
Your quickest way to impact
CX is through digital channels!
1-866-298-9343
registrations@strategyinstitute.com
www.digitalcustomerexp.com
Take away 10 solutions to drive your CX:
✓ Mobile: Create mobile-first strategies
✓ Transformation: Embrace lean and agile methodologies
✓ Personalization: Deliver relevance and value
✓ Social: Source ideas to innovate
✓ Analytics: Improve the ROI on your CX initiatives
✓ Omni-Channel: Maximize impact
✓ Metrics: Identify the right indicators for success
✓ Customer-Centricity: Create a customer-first culture
✓ Voice of Customer: Key strategies to listen actively
✓ Customer Journey Mapping: How customers interact
LinkedIn
Join the Digital Customer Experience
community and share your views with our
growing group members
Twitter
Spread the word and engage in the debate by
tweeting your thoughts using #DCX Summit
or follow @DigitalCustX
Join our online community
Drive your CX transformation
through digital channels. Reap
enormous rewards.
What makes the Digital CX summit different!
This summit was designed for leaders looking to transform their CX
Follow us on Twitter @DigitalCustX

4. 8:15 AM Opening Comments from the Chair
JC Quintana,
Customer Relationship Author Strategist; Former Global
Head of Innovation, Customer Strategies,
Hewlett Packard
8:30 AM Keynote Address: Creating and Sustaining a Culture of
Service – The Zappos Story
How To Continuously Improve Your CX Performance
through Digital Channels
Every day, everyone in your company affects the culture and in turn your
customers experience. By developing a culture of service, you can make
positive change happen every day. By using all the various channels
including digital, such as mobile, social and web, you can finally become
the customer service company you have wanted to be. Zappos.com
has grown their business because of the service they provide to their
customers. Emulate their success and gain insight into:
• Zappos value system
• Approach to customer service and engagement
• How this Culture of Service can be applied to any industry.
Develop strategies to become a CX leader and grow your business
Erica Javellana,
Speaker of the House,
Zappos
7:35 AM Registration and Continental Breakfast
9:30 AM Interactive QA
Create Better Digital Experiences for Your Customers
to Drive Customer Loyalty and Higher Profits
• Translate CX talk into the boardroom and get C-suite excited
about digital CX
• Rally your organization around a new culture of customer centricity
• Create digital experiences that help customers make the right
decision and meet their needs
Get a glimpse into what it takes to better deliver experiences for your
customers digitally.
Ingrid Lindberg,
Former Chief Customer Experience Officer,
Prime Therapeutics
Stevie Awards - Maverick of the Year Best New Product or Service of the Year
Wednesday
September 23rd, 2015
Aimee Lucas,
CCXP, Customer Experience Transformist,VP,
Temkin Group
10:30 AM Customer Journey Mapping
Using Customer Journey Maps to Make the Right Digital
Investments and Improve Your Customers’ Experiences
• Identify the interactions that have the most impact on customer loyalty
• Investigate key areas for digital CX improvements and innovations
that will impact your ROI
• Elevate customer-centricity across the organization
1:00 PM Industry Experts
How to Achieve Outstanding Business Results
Through Effective Digital Experience Environments
• Enhance digital transformation to yield enhanced business outcomes
• Anticipate and engage for meaningful customer experiences from a
single-user perspective
• Provide consistent experiences across multiple channels
Jerry Wager,
Business Unit Executive – North America Sales,
IBM DIGITAL EXPERIENCE SOFTWARE
1:45 PM Mobile Roundtable
How to Develop a Mobile-First Strategy to Deliver
Delightful Digital Experiences and Improve Customer
Engagement Levels
• Customers’ mobile behavior and how mobile can alleviate key
pain points
• Smart investments that focus on impact
• Strategies to design and deliver best-in class mobile experiences
to exceed expectations
Realize the full potential of your mobile strategy to improve your CX.
Tim Hassed,
Director, Digital Customer Experience,
TELUS Corporation
Rick Medeiros,
Executive Director, Lenovo.com Global Usability
Customer Experience,
Lenovo
Karen Kerley,
Director, Client Experience,
TradeKing
11:15 AM Case Study: TELUS Digital Labs
Creating a Sandbox for Innovation to Build Mobile
Experiences Through Customer-First Collaboration
• Lean and agile methodology: Experiment, embrace failure, and
empower your employees
• Co-create with customers: Integrate feedback throughout design process
• Build what you can measure: Use data to validate and create
value for customers
Create industry-leading and compelling digital experiences for your customers.
Tim Hassed,
Director, Digital Customer Experience,
TELUS Corporation
12:00 PM Networking Luncheon
Join the conference speakers and your peers for a relaxing luncheon.
Register Today by Calling 1-866-298-9343 x 200
2:30 PM Industry Expert

5. 4:15 PM Keynote Address
Build and Deliver Holistic Omni-Channel Experiences
to Ensure Consistent Outcomes Across Channels
• Move away from siloed approaches and adopt single view of the
customer across touchpoints
• Identify omni-channel efforts to create the most valuable
experiences for customers
• Ensure painless customer transitions across touch-points
• Measure the success of your omni-channel experience
Manage your customers’ expectations with consistency across all
touch-points.
Bobby Fan,
Head of the Americas, Director of Marketing
and Business Development,
Western Union Digital
Michael Allenson,
Senior Strategic Consulting Director,
MaritzCX
3:30 PM Industry Expert: Voice of the Customer
Build an Effective Voice of the Customer Program to
Continuously Improve Your Digital CX and Business
Performance
• Identify key “listening” channels to optimize your resources
• Put processes in place to disseminate VoC insights across
departments
• Be prepared and take action on gained insights to improve the digital
customer experience
Come away with key tactics to improve your VoC maturity and your
digital experiences.
thursday
September 24th, 2015
7:45 AM Registration and continental breakfast
8:15 AM Opening comments from the Chair
8:30 AM Keynote address
Interview with Don Fertman, SUBWAY
How does a company decide which platforms to pursue and invest
in? Join this discussion and learn how to determine which digital
technologies are right for your organization.Get insights to make the
right digital investments to advance your digital experiences.
Don Fertman,
Chief Development Officer,
Franchise World Headquarters, Subway
9:00 AM Industry Expert: Digital Transformation
Rewire the Digital Customer Experience to Connect
Emotionally with Customers,!
• Outside in: know your customer’s interactions and pain points
• Knowledge, Context, Analytics: capitalize on 3 key elements to
personalized experiences
• Effortless Experiences: leverage tips for making it easy to do business
• Total Household Approach: understand not only who your customer
is, but understand who their household is for better engagement
Lauren Kindzierski
VP of Solutions Capabilities, Global Growth Strategy
Marketing Team, HGS
10:15 AM Mid-Morning Networking Break
9:30 AM Case Study: Lenovo.com
How to Transform Customer eXperience to Build an
Enduring Brand
• Create the urgency to build a CX culture
• Revolutionize how we measure the CX journey end-to-end
• Make design a partner in CX success
• Iterative learning: CX challenges and opportunities
Stand out from the crowd and achieve your digital CX objectives
Rick Medeiros,
Executive Director, Lenovo.com Global Usability
Customer Experience,
Lenovo
10:45 AM Industry Expert
Register Online at www.digitalcustomerexp.com
5:00 PM Speed Networking and cocktail reception
Develop Relationships and Fresh Ideas
Engage thinkers, doers, and trailblazers in customer experience.
Quick rotations will help you break the ice and get to know fellow CX
executives and professionals. Bring your business cards, make the
right connections, and build exclusive knowledge!
3:00 PM Mid-Afternoon Networking Break
Interact with conference speakers and fellow attendees.

6. 1:00 PM Industry Expert
2:00 PM Case Study: TradeKing
Manage Customer Perceptions Via Social Media to
Minimize Attrition Rates
• Reduced customer angst in advance of the merger
• Created a smooth transition for customers
• Retained enhanced long term relationships with a new customer set
Karen Kerley,
Director, Client Experience,
TradeKing
1:30 PM Case study: build-a-bear workshop
How to Leverage Digital to Build Personalized Emotional
Experiences that Improve Engagement and Overall Sales
As the inventor of the “experiential mall-based retailing”, Build-A-Bear
understands the value CX has on its long term profitability. In response to
how young digital natives play today, the organization created an integrated
physical-digital approach to meet the demands and expectations of its
customers, while keeping the hands-on aspect that make the brand.
Brian Sawyer,
Senior Managing Director, Digital,
Build-A-Bear Workshop.
3:05 PM Case Study: USAA
How to Use Virtual Agents to Meet Customers’
Needs to Enhance the Omni-channel Experience
• Enable personalized support and better use of live agent skills
• Learn from customer behavior to provide more sophisticated services
• Make cross-channel interactions with your brand painless and seamless
Neff K. Hudson,
Vice President,Emerging Channels,
USAA
3:50 PM Case Study: Digicert
Create Your Digital CX Command Center to Secure
Customer Retention
• Service the customer through customer-preferred channels
• Manage interactions with the right contextual information
• Optimize your resource allocation across channels
Flavio Martins,
Vice President, Operations,
DigiCert
4:35 PM Conference Adjourns
12:00 PM Networking Luncheon
vv
Pre Conference Workshops | tuesday, September 22nd, 2015
1. Use CX Personas and learn what
motivates your customers.
2. Dive deep into critical touchpoints.
3. Break down organizational silos and work
together to innovate.
4. Demonstrate an ROI and get the buy-in
you need to succeed.
Arm your organization with the right tools to
create experiences across channels that will
engage your customers.
Workshop A: Customer Experience
Journey Mapping — Your Road To
Success
9:00 AM – 12:00 PM
Carol Bueherns,
Customer Experience Strategist,
ICW Group
1. Aggregate and analyze feedback from
social media
2. Get to know your social customers and
leverage their influence
3. Make real-time and intelligent decisions
based on analytics
Enable faster and better response to your
customer feedback to improve retention
and loyalty.
Workshop C: Social Media Analytics
Customer Experience
1:00 PM – 4:00 PM
Munish Gupta,
Director, Marketing Analytics,
Dell
1. Identify the key principles of any customer
relationship
2. Uncover the unseen mindset structure that
drives every relationship.
3. Gain valuable tools for understanding how it
works
4. Reflect how to improve relationships through
any medium, at any time
5. Discover more about yourself and others
Workshop B: Journeying into the
Consciousness of the Customer, the
What, Where, How and Why of the
Customer Relationship
1:00 PM – 4:00 PM
Get more from your conference experience! Join our highly focused, hands-on workshops, led by a carefully
selected industry expert.
Join Digital Customer Experience Community
11:15 AM Metrics Panel
Choose the Right Metrics to for Digital CX
• Identify the right combination of metrics to measure CX and
Digital CX success
• Benchmark your performance across competitors and industries
• Leverage your omni-channel data to improve decision-making,
customer engagement and loyalty
Redesign your metrics to maximize your CX and digital CX strategy.
Carol Bueherns,
Customer Experience Strategist,
ICW Group
Michelle Morris Freet,
Associate Director, Client Experience,
Crowe Horwath

7. Simon Wren | Sponsorship Manager
T: 1-866-298-9343 x 229
E: wren@strategyinstitute.com
To learn more on sponsorship and exhibiting
opportunities, please contact:
Meet c-level executives and grow your business
Build brand awareness in a high opportunity market
Exhibit Information
Position yourself as an expert in the dynamic world of Digital CX
Benefit from an environment conducive to intimate business
discussions and big developement
Develop new and existing relationships during relaxed networking
Showcase your latest product/service offerings
Exhibition
Room
Conference
Room
2
3
4
5
6
7
8
9
10
1
Food Beverage
Networking
Dialogue
Thought Leadership
Opportunity
Simon Wren | Sponsorship Manager
T: 1-866-298-9343 x 229
E: wren@strategyinstitute.com
To learn more on sponsorship and exhibiting
opportunities, please contact:
Meet c-level executives and grow your business
Build brand awareness in a high opportunity market
Exhibit Information
Position yourself as an expert in the dynamic world of Digital CX
Benefit from an environment conducive to intimate business
discussions and big developement
Develop new and existing relationships during relaxed networking
Showcase your latest product/service offerings
President, CEO, VP 10%
30% Chief/VP/Director/Manager
Digital Customer Experience
Other 10%
VP/Director/Head of 15%
Digital Customer Service,
Customer Care
25% Chief/VP/Director/Manager of
Marketing, Digital Marketing,
Social Media
Title Breakdown
VP/Director/Head
Operations 10%
Solutions Providers: Raise your profile
Sponsorship Exhibit Opportunities
Connect with world leading CX solution providers
Find answers to your biggest challenges
Grow your business and cement your market leadership in
providing CX advice, services and products.
Register Online at www.digitalcustomerexp.com

8. Source Intelligence
from 10+ Leaders
S E C O N D A N N U A L
DIGITAL
CUSTOMEREXPERIENCES T R A T E G I E S S U M M I T
Send THREE delegates
and the FOURTH delegate
attends for FREE!
ATTENTION MAILROOM:
If undeliverable to addressee, please forward to: Customer Experience,
Customer Care Client Services, Marketing, Strategy, Operations
Registration fee:
The registration fee includes luncheon, receptions, refreshments,
networking breaks, continental breakfast, and original course materials.
Payment is required in advance and can be made by company check,
VISA, MasterCard, or American Express. Please make cheques payable
to the Strategy Institute Inc. and write the registrant’s name on the face of
the cheque.
Early Bird special:
Expires on July 24th, 2015. Cannot be used with group discount.
Group Discount:
A Group Discount is offered for this conference (not in combination with
any other offer). To be eligible for the Group Discount, delegates MUST
register at the same time. The total discount per delegate (including
applicable group discounts, etc.) MUST not exceed 25% of the regular
conference cost.
Cancellations:
Cancellations must be received in writing by September 9th, 2015.
Cancellations received by this date will be eligible for a prompt refund
less a $495.00 administration fee. If you register for the program and do
not attend, you are liable for the full registration fee unless you cancel
according to the terms stated above. If you are unable to attend, delegate
substitution is permitted up to, and including, the day of the conference.
Admission Policy: Strategy Institute reserves the right to restrict entry to
the conference to any individual. Any such person requested to leave the
conference site shall do so immediately upon request, whether previously
issued a badge permitting entry. There is no refund payable with respect to
anyone refused entry. Any information obtained at the conference cannot
be relied upon for any particular set of circumstances, cannot be taken as
professional advice or opinion. Attendees must consult with the appropriate
professional before acting in response to information obtained at the
conference. Evening Social Activities: Please drink responsibly. Strategy
Institute shall not be liable for any consequential damages and/or personal
injuries caused by excessive or irresponsible alcohol consumption.
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Award-Winning Case
Studies Speakers on:
• Social mobile
• Customer-centric Culture
• Omni-Channel
• Engagement loyalty
• Personalization
• Emerging Channels
• Metrics analytics
Hyatt Regency