1. May 7-9, 2017 • San Diego, CA
Continuous Improvement across the Customer Journey
BRIDGE THE SILOS
enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
2. 2 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
Bridging Silos - Continuous Improvement Across The Customer Journey
According to Audrey Y. Manring in a Destination CRM article,The CCO’s job doesn’t
match historical hierarchal management models. It bridges among siloed divisions.
Organizations may be, within each silo, instituting customer strategies, embracing
new technologies, tapping new sales channels—all aimed directly at the customer
from their division’s viewpoint. But without coordinated change, customer
centricity is just talk.
As a relatively new position in many companies — today’s CCO needs to be a
true renaissance man! CCOs speak for the customer within the organization, and
become their advocate. This role is now becoming the most challenging part of
the c-suite as more established organizations hire C-level professionals to lead
the charge to create strong and profitable company-customer relationships. A
Chief Customer Officer is in charge of influencing corporate activities to make
sure that the customer’s needs are understood and met by all the members
of the organization. The CCO is tasked with making sure that all the divisions of
the company: finance, sales, marketing, customer service, etc. appreciate the
customer’s needs across the boundaries of those divisions.
May 7-9, 2017
San Diego, CA
Welcome To The Chief Customer Officer Exchange
Top Reasons to Attend
Attendance is Exclusive - Participation is strictly limited to senior
executives from leading corporations to facilitate true peer-level
networking for our delegation and speakers.
Strategic Conference Sessions - The intellectual content of the
Exchange agenda is specifically designed for the seniority and maturity
of the participants, and has been developed following 9 months of
in-depth research.
Maximizing your time out of the office by Customizing your own
Itinerary - Select the conference sessions, BrainWeave® discussions,
and business meetings that match your initiatives and current business
needs ensuring you have full control of your time at the Exchange.
Unsurpassed Formal and Informal Networking Opportunities -
Sharing and exchanging ideas and concepts with your true peers. Our
cappedvattendance ensures highly interactive sessions and additional
networking opportunities in an intimate setting.
One-on-One Business Meetings – The business meetings provide an
exceptional opportunity for event participants to efficiently assess the
solutions and services that are available to help them achieve their
business objectives.
3. 3 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
May 7-9, 2017
San Diego, CA
David Boyle
EVP Insight
BBC Worldwide
#80 Traffic Rank in USA
Eric Rasmussen
VP Consumer Insights
Groupon
#1948 on the Forbes Global 2000
Kristin Guthrie
VP, Customer Experience
ICW Group
2016 Ward’s 50 Group of Top
Performers
Bob Taylor
Chief Customer Officer & SVP
Samsung SDS America
#1290 on the Forbes
Global 2000
Karen W. Ellis
Chief Customer Experience
Officer
San Antonio Airport
#44 Busiest Airports by
United States Department of
Transportation
Patrick Duffy
Chief Experience Officer
Diamond Resorts
2014 Ace Philanthropic
Award from American Resort
Development Association
Lynn Skoczelas
Chief Experience Officer
Sharp HealthCare
#16 on the Forbes America’s
Best Employers
Michael Guyton
Senior Vice President and Chief
Customer Officer
Oncor
#6th Largest Transmission and
Distribution Utility
Diana Helfinstine
Vice President
Customer Experience
Essilor
#730 on the Forbes
Global 2000 List
Jose Vergara
Chief Customer Officer
McKesson
#159 on the Forbes
Global 2000
Alice Sesay Pope
Head of Contact Center
Operations & Customer
Experience Officer
First Horizon National
Corporation
#1983 on the Forbes
Global 2000 List
Meet The Speakers
4. 4 For solution provider opportunities email spex@iqpc.com
Living in a
world of rapidly
increasing
complexity with
more powerful
tools and
capabilities
Customers are not
all the same - How
to ID and gain the
customers that are
10X more valuable
Start your
Customer
Journey With
“Customers”
in the Core
Developing a
customer-driven
workforce
to foster lasting
customer
relationships
Deliver
consistent,
seamless and
personalized
experiences
across all channels,
touchpoints and
interactions in the
Digital World
Defining Your
Path to CX
Maturity with
Metrics, Insights
and Prioritized
Improvements
Experience Design
& Innovation-
Transforminmg
Experience for Entire
Community
Unifying the Silos
and Building a
Global Approach to
Customer Experience
1
2
3
4
5
6
7
8
May 7-9, 2017
San Diego, CA
HOT TOPICS for 2017
2016 Sponsors Include
5. 5 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684www.cco-exchange.com I 813-658-2539 I spexchange@iqpc.com
December 4 - 6, 2016
Amelia Island, FL
The Chief Customer Officer Exchange offers a variety of unique learning styles and sessions,
which you can select from to build a customized itinerary that reflects your current initiatives,
priorities, and future strategic objectives.
Conference Sessions:
The highly crafted conference sessions reflect the strategic issues that senior customer experience
executives have identified as priorities during our lengthy research process. You will choose from
a selection of plenary and concurrent sessions covering a myriad of issues that will create the
foundation of your agenda. Session formats include: Co-presented Case Studies, Panel Discussions,
Case Reviews, Roundtable Discussions and Interactive Debates.
MasterClasses:
A MasterClass is an in-depth discussion led by a solution provider. The delivery format is flexible
in that the solution provider may use a case study or present with a client to “bring the content to
life”. We discourage heavy PowerPoint presentations, as these take away from the level of interaction that is
achieved with a case study or client.
BrainWeave® Discussions:
Our signature BrainWeave® sessions encourage discussion, debate and learning in an unscripted and informal
setting. You can choose to participate in these interactive roundtable-style sessions on topics which are top
of mind issues. You will be able to select from four possible BrainWeave® topics which will be incorporated
into your personal itinerary. These intimate discussions will be moderated to ensure that the discussions stay
on-course and deliver maximum benefit to you. Ask questions, share experiences and ideas and find the right answers to your
immediate concerns.
One-on-One Business Meetings:
An integral part of your agenda is the one-on-one business meetings with leading
solution providers. When you register for the Chief Customer Officer Exchange, you
will be asked to identify the solutions and services you are currently considering so
that we can invite leading experts to the Exchange who will fit your business needs.
Prior to the Exchange, you will be able to assess the solution providers who will be
attending and select 6-8 who offer products and services that match your initiatives
and priorities.
Your selections are then incorporated into your customized agenda. These
private, thirty minute one-on-one meetings give you the opportunity to hear from
leading specialists, whose industry knowledge and experience enable them to
make a valuable contribution to the requirements of your business. They offer
objective, flexible, and relevant strategies for success. This unique aspect of the
Chief Customer Officer Exchange serves to simplify the process for sourcing new
solutions and external counsel, enabling you to discover strategies that are working
for others and offer you early previews of emerging technologies.
More Value for your Time Out of the Office
www.cco-exchange.com I 813-658-2539 I spexchange@iqpc.com
December 4 - 6, 2016
Amelia Island, FL
The Chief Customer Officer Exchange offers a variety of unique learning styles and sessions,
which you can select from to build a customized itinerary that reflects your current initiatives,
priorities, and future strategic objectives.
Conference Sessions:
The highly crafted conference sessions reflect the strategic issues that senior customer experience
executives have identified as priorities during our lengthy research process. You will choose from
a selection of plenary and concurrent sessions covering a myriad of issues that will create the
foundation of your agenda. Session formats include: Co-presented Case Studies, Panel Discussions,
Case Reviews, Roundtable Discussions and Interactive Debates.
MasterClasses:
A MasterClass is an in-depth discussion led by a solution provider. The delivery format is flexible
in that the solution provider may use a case study or present with a client to “bring the content to
life”. We discourage heavy PowerPoint presentations, as these take away from the level of interaction that is
achieved with a case study or client.
BrainWeave® Discussions:
Our signature BrainWeave® sessions encourage discussion, debate and learning in an unscripted and informal
setting. You can choose to participate in these interactive roundtable-style sessions on topics which are top
of mind issues. You will be able to select from four possible BrainWeave® topics which will be incorporated
into your personal itinerary. These intimate discussions will be moderated to ensure that the discussions stay
on-course and deliver maximum benefit to you. Ask questions, share experiences and ideas and find the right answers to your
immediate concerns.
One-on-One Business Meetings:
An integral part of your agenda is the one-on-one business meetings with leading
solution providers. When you register for the Chief Customer Officer Exchange, you
will be asked to identify the solutions and services you are currently considering so
that we can invite leading experts to the Exchange who will fit your business needs.
Prior to the Exchange, you will be able to assess the solution providers who will be
attending and select 6-8 who offer products and services that match your initiatives
and priorities.
Your selections are then incorporated into your customized agenda. These
private, thirty minute one-on-one meetings give you the opportunity to hear from
leading specialists, whose industry knowledge and experience enable them to
make a valuable contribution to the requirements of your business. They offer
objective, flexible, and relevant strategies for success. This unique aspect of the
Chief Customer Officer Exchange serves to simplify the process for sourcing new
solutions and external counsel, enabling you to discover strategies that are working
for others and offer you early previews of emerging technologies.
More Value for your Time Out of the Office
May 7-9, 2017
San Diego, CA
More Value for your Time Out of the Office
6. 6 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
May 7-9, 2017
San Diego, CA
Sample List of Past Attendees
Company Job Title
McKesson Chief Customer Officer
US Nutrition (an NBTY &
Carlyle Group Comp
Chief Customer/
Commercial Officer
Dollar Shave Club Chief Customer Officer
Las Vegas Valley Water
District
Chief Customer Officer,
Director of Customer
Care & Field services
SunTrust Bank
SVP, Director Insights and
Client Experience
Viacom
SVP Consumer Insights
and Analytics
New York Times
Managing Director of
Customer Service
Blue Cross Blue Shield of
North Carolina
Head of Customer
Experience
Verizon Fios
Head of Customer
Experience Innovation
Penn Mutual Life
Insurance
AVP, Business Insights
Travelport VP of Customer Service
Cabela's
VP of Enterprise
Customer Experience
Comcast
VP of Customer
Experience
American Express
VP Marketing Strategy &
Operations
Western Union
VP Global Business
Intelligence, Market &
Consumer Insights
MetLife
VP, Customer
Expereience
Mercy
Vice President Strategy &
Patient Experience
Frontier Communications
VP Employee Experience,
Creative Strategies, &
ClientCARE
Luxottica Group
VP Global CRM, Retail
Optical
To ensure the Chief Customer Officer Exchange offers the highest degree of
relevancy, only senior executives responsible for providing strategic leadership
and guidnace within their corporations are invited to attend, including:
·· Chief Customer Officers
·· Chief Experience Officers
·· Chief Client Officers
·· SVPs/VPs of Customer Experience
·· Access to the secure Exchange
pre-event website to customize
your schedule during the Exchange
·· Selection of executive
roundtables, keynote
presentations and conference
sessions
·· Selection of one-on-one
business meetings with solution
providers
·· Breakfast, lunch and
refreshments
·· Welcome Dinner on Day 1 and
Networking Dinner on Day 2
·· Personal copy of the event
catalogue, including participant
details and speaker documentation
·· Exchange Operations Manager
dedicated to pre-event, on-site and
post-event assistance
Who Will You Meet?
Your Registration Includes
Who Qualifies to Attend?
Venue
We qualify all attendees on job function and strategic responsibility to ensure
you’re guaranteed to meet and engage with an elite group of Customer Experience
leaders. Every attendee must answer ‘yes’ to the following criteria in order to gain
an invitation:
My company’s annual revenue is $1 billion or above
I sit in the C-suite or report directly to the C-suite
I control or directly influence where the Customer Experience budget is
spent
I manage corporate strategy at the regional, divisional, or group level
We are currently sourcing a venue for the 2017 Chief Customer Officer
Exchange in sunny San Diego, CA.
Located on the coast of the Pacific Ocean in Southern California, San Diego is widely
known as “America’s Finest City.” San Diego embodies laid-back California culture,
complete with a Boardwalk, surfing communities, and outstanding Mexican food.
Famous for its miles and miles of white-sand beaches and amazing weather, the city
offers something for visitors of all ages.
All IQPC Exchange venues are carefully selected to maximize the value of the
Exchange to our participants. We choose venues that encourage high-level
thinking in a relaxed atmosphere to ensure you get the most out of your time away
from the office.
7. 7 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
Sunday, May 7, 2017– DAY ONE
12:30 Chairman’s Opening Remarks
12:45 OPENING ADDRESS: Living In A World of Rapidly Increasing Complexity With More Powerful Tools
And Capabilities
To be successful in the new world you need to be able to weave together data and systems to tell joined up stories across data sets,
which is a very different skill and one that sadly many insight people are really struggling with. Hence the importance of sharing and
learning!
·· We have gone from websites to apps to social networks to messaging apps as the primary digital location
·· The role of massive computing, artificial intelligence, machine learning- we are all using it in our personal lives but yet AREN’T using it in
business life
·· Rapid increase of proliferation of routes to market across every industry and each route to market comes with a
different data
·· Have our teams rapidly increased along with this complexity?
David Boyle, EVP Insight, BBC Worldwide
1:30 INDUSTRY INSIGHT: Secrets To Profitable Customer – Needs Based Customer Segmentation With
Actionable Analytics
This session will provide a review of the predictive models and analytical tools that have been integrated into customer segmentation for
both winning and retaining profitable customer.
·· Dividing a customer base to focus on the different attributes and behaviors to serve them more effectively
·· In-depth customer insight for determining product mix, marketing, and service models to acquire more of the “right” and profitable
customers
·· Managing customer equity to create market-based growth while evaluating the profitability and ROI
2:15 Networking Break
2:45 Business Meetings 1
3:15 Business Meetings 2
3:45 CLOSING ADDRESS: Designing a Customer Centric Culture: Implementing Strategic Principles For
Achieving Customer Centricity Into Your Operating Model
Focusing on a brand’s core values like Customer-centricity simplifies decisions on gaining market share in an increasingly competitive
landscape. By designing your company from the customer’s perspective, an organization will be focused on the customer’s needs.
·· Mastering the art of purposeful leadership to lead through organizational change
·· Creating a compelling brand values to engage with current and prospective customers and stand out from the crowd
·· Mastering employee-engaging transformation
·· Integrating customer feedback and insight throughout the organization with customer connectedness
·· Overcoming cultural resistance to change- go big and go fast to build momentum for the new culture
Jose Vergara, Chief Customer Officer, McKesson
4:30 Business Meetings 3
5:00 Business Meetings 4
5:30 Cocktail Reception & Dinner
About IQPC Exchanges
8. 8 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
Master Class A BrainWeave A
11:15 Driving Customer Engagement And Loyalty To
Win Share Of Wallet
·· Leveraging loyalty learnings across the organization to improve
relevance and increase engagement with members
·· Ramping up technology execution and analytical proficiency to
act on the useful customer insights
·· Loyalty and engagement walks hand in hand- incorporating
information through every channel
Deliver Tailored Customer Experiences
By Gathering Meaningful Data Through
Predictive Analytics
·· Provide more actionable customer analytics and generate
customer insight
·· Uniting the company by harnessing all available data across
departmental silos, giving customers the intimacy they
require and maximizing each interaction
Monday, May 8, 2017 – DAY TWO
7:00 Breakfast
8:00 Chairman’s Opening Remarks
8:15 OPENING ADDRESS: Emerging Technologies In The Utility Industry To Meet Today’s Customers’
Expectations
New and emerging technologies such as demand-response and advanced applications can provide utilities with the tools needed to
modernize the distribution grid, gain efficiencies and enhance the customer experience.
·· Adoption of live chat channel, integrated with CSRs
·· Introducing net-metering and other billing models
·· Training and development for employees around these new technologies
·· Discover the key performance indicators for monitoring ongoing system performance
Michael Guyton, Senior Vice President and Chief Customer Officer, Oncor
9:00 INDUSTRY INSIGHT: The Lens Of CX- Developing And Implementing A Customer Experience Strategy
The holistic view of customers is becoming increasingly important. Companies are trying to develop a blend of an increasing array of
tools to analyze them in a central location. In this session, we will explore:
·· CX journey mapping and identification of touch points
·· Designing and starting up a customer-experience transformation
·· Linking the customer experience to value
·· Taking advantage of every customer touch point with device neutral, content-centric experiences
Diana Helfinstine, Vice President, Customer Experience, Essilor
9:45 Networking Break
10:15 Business Meetings 5
10:45 Business Meetings 6
12:15 Lunch
1:15 CASE STUDY: Customers Are Not All The Same - How To ID And Gain The Customers That Are 10X
More Valuable
Analysing your customers allows you to identify those who best fit your business priorities. These will depend on your strategy. Looking
after your customers helps build customer loyalty. Selling more to existing customers can be far more cost-effective and profitable than
finding new ones.
·· Using multi-touch attribution models to mapping the customer journey
·· Finding out your most important metrics
·· Capturing a single, integrated view of data from every channel
·· Track post-conversion events to predict the customer lifetime value (CLV)
Eric Rasmussen, VP Consumer Insights, Groupon
9. 9 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
Customer Review:
Click to Listen
Monday, May 8, 2017 – DAY TWO
1:45 CASE STUDY: Deliver Consistent, Seamless And Personalized Experiences Across All Channels,
Touchpoints And Interactions In The Digital World
Any organization with a multichannel ecosystem should aim that independent channel interactions coordinate to create one cohesive,
consistent customer experience. Consistency should be applied across the channel ecosystem which will create a holistic omnichannel
experience for your brand.
·· Taking a holistic approach to transform the end-to-end customer journey
·· How does enterprise-wide decision influences omnichannel experience
·· Customers’ experience must match expectation- Redefine products and restructure associates
Alice Sesay Pope, Head of Contact Center Operations & Customer Experience Officer, First Horizon National Corporation
2:15 Networking Break
2:45 Business Meetings 7
3:15 Business Meetings 8
3:45 CLOSING ADDRESS: Customer Experience Design- Acquiring The Most Valuable Customers
·· Integrating service design, digital design and physical architecture
·· Using touchpoint terrain mapping to truly understand the landscape of experiences
·· Scrutinizing churn rate and customer lifetime value (CLV)
4:30 Business Meetings 9
5:00 Business Meetings 10
5:30 Cocktail and Dinner
10. 10 enquiry@iqpc.com • www.chiefcustomerofficerexchange.com • 1-800-882-8684
Tuesday, May 9, 2017 – DAY THREE
7:30 Breakfast
8:30 Chairman’s Opening Remarks
8:45 OPENING ADDRESS: CXO Insights: Patient Experience Design & Innovation- Treat People, Not
Patients, And Transform The Health Care Experience For Entire Community
As a CXO at Sharp, Lynn’s journey started with enhancing the customer experience, educating and infusing 20,000 employees, physicians
and volunteers with behaviors and attitudes of service, which in turn have created a dynamic of gratitude transforming Sharp and the
philanthropy program.
·· Seven pillars of excellence: Quality, Service, People, Safety, Finance, Growth, and Community
·· Improving search capabilities and on-demand services and optimize user experience through website redesign
·· Increase employee and physician satisfaction, decrease turnover, and up patient satisfaction with increase revenue
and market share
·· Prioritize customer experience and promote a customer centric value proposition throughout the organization
Lynn Skoczelas, Chief Experience Officer, Sharp HealthCare
9:30 CASE STUDY: Developing A Customer-Driven Workforce To Foster Lasting Customer Relationships
People in the organisation are the ones responsible for leaving a first and lasting impression on customers. Customer service is the
competitive, strategic weapon that can only be achieved by developing a customer-driven workforce.
·· Ask yourself, “Are we doing everything we can to create a customer-driven workforce and the best possible experience for our
customers?”
·· Give Your Employees the Power
·· Provide Employee Training and Succession Planning Strategy
·· Communication. Communication. Communication
Patrick Duffy, Chief Experience Officer & Global Director of Vacations, Diamond Resorts International®
10:15 Networking Break
10:45 Business Meetings 11
11:15 Business Meetings 12
11:45 CASE STUDY: Reinventing The Buying Experience To Create A Customer-Friendly Omnichannel
Experience
To be successful, retailers need to have an omnichannel strategy, a plan for providing consumers with a cohesive shopping experience
no matter which channel they use to engage with the brand.
·· Essential components: Convenience, Consistency, Relevance, Empowerment and Agility
·· Establish a consistent brand experience across channels
·· Customer analytics: A roadmap to more targeted and effective campaigns
·· Implement a CRM system that provides a single cross-channel view
Kristin Guthrie, VP, Customer Experience, ICW Group
12:30 CLOSING ADDRESS: Start Your Customer Journey With “Customers” In The Core
Customer journey mapping is a process wherein you visualize and recreate the customer’s experience from their perspective across all
the different touchpoints and points of engagement that are active. This involves streamlining every single engagement, interaction and
experience so that there is absolute clarity at every stage of the customer journey regarding what the customer wants.
·· Providing a framework that aligns the organization around experience to drive accountability
·· Driving improvement on all the touchpoints Vs. Focusing on the specific ones
·· Optimizing investments with a plan of action
·· Managing employees most effectively with training and development
Karen W. Ellis, Chief Customer Experience Officer, San Antonio Airport
1:15 Exchange Concludes
