Customer. Forum. March 13-15, 2016 The Biltmore Miami Coral Gables 1200 Anastasia Avenue Coral Gables, FL biltmorehotel.com

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1 Ask us about Consero s new membership model. Customer March 13-15, Anastasia Avenue, FL biltmorehotel.com consero.com

2 What separates a good brand from a great brand? A highly effective, cutting-edge Customer strategy. Customer executives make the difference between a forgettable transaction and an unparalleled experience that leads to a loyal following and raving fans. Consero s 2016 Customer will address the most pressing issues facing Customer leaders, providing a unique platform to learn best practices and benchmark their efforts in an increasingly complex, competitive landscape. Sunday, March 13 1:30 pm 2:00 pm General Session Opening Remarks Sunday, March 13 2:00 pm 3:00 pm General Session Using Social And Mobile To Enhance Customer Engagement How are you capturing and using Social Media VoC? How are you interacting with your customers to increase brand loyalty and not getting lost in the digital clutter? How are you managing Social Media and Mobile to increase engagement, and how do they influence Customer? General Session General Sessions address top-of-mind issues in a conversational exchange among two or more corporate executives and other industry thought leaders, enabling participants to share experience, expertise, leadership skills, and practical tools. Networking Meal Consero s sessions facilitate advanced, highlevel dialogue in an informal boardroom-style setting on specific topics that are particularly suited to intimate group discussions. Interactive Workshop How do you earn and keep a spot on a customer s mobile device? Sunday, March 13 3:00 pm 4:00 pm workshop The Road Map To Customer Success What are the necessary steps for a successful Customer initiative? What role does VoC research play? How does segmentation affect your Customer execution? What are the dependencies that good journey mapping relies on? Interactive workshops How should you evaluate what experiences to deliver? allow participants to An opportunity to interact break into small groups with fellow attendees over a MODERATOR: and engage in targeted meal provided by Consero. Kurt Schroeder discussion. Participants will be able to examine Principal, Growth and address individual Strategies challenges relevant to their Baker Tilly departments. Virchow Krause, consero.com LLP 2

3 Sunday, March 13 4:00 pm 5:00 pm KnowledgeBridge What Is The Best Low-Cost, High- Return Method For Improving Customer, Satisfaction, And Loyalty? Research indicates some customer experiences are more emotional and thus much more important than others. This is why social and behavioral science disciplines are driving a wave of transformation across the field of customer experience. Identifying and understanding those experiences means managers can focus on the moments that matter most, rather than struggling to improve dozens or hundreds of touchpoints. Learn how to discover, design, and deliver the moments that most influence customer experience and satisfaction. How are social and behavioral science disciplines applied to gain competitive advantage? How do you discover and confirm which Customer moments matter most? How can you apply the Peak-End rule to optimize the moments that matter most? What can you do to turn negative moments into positive experiences? How can you use social and behavioral sciences to change customer perceptions and behaviors? MODERATOR: Daryl Travis Chief Executive Officer and Founding Partner Brandtrust Sunday, March 13 6:00 pm 7:00 pm General Session Infusing Customer-Centric Values Throughout Your Company How do you evangelize and incentivize a more customercentric approach throughout your company? How do you convert engineers, accountants, and other back-office employees into CX champions? How do you structure your team to meet the critical needs of the business? What are some of the pitfalls in restructuring a customer experience model? How does employee experience influence customer experience? Rick Blake Vice President of Customer Research The Hartford Stephenie Hoehndorf Director of Business Customer CenturyLink, Inc. Sunday, March 13 Welcome Cocktail Reception Jim Davis Vice President, Airports and Guest Services Virgin America 7:00 pm 7:45 pm Sunday, March 13 7:45 pm Dinner consero.com 3

4 Monday, March 14 Breakfast 7:00 am 7:50 am Monday, March 14 8:00 Am 9:00 Am General Session The Omni-Channel : Next- Level Strategies And Tactics What omni-channel efforts are creating the most valuable experiences for your customers, and why? How are you using data to ensure the same quality of experience across all channels? How is your sales department being integrated into the ultimate CX? How can you identify internal breakdowns and make cross-channel and multi-modal transitions seamless for your customer? How do you think omni-channel will evolve over the coming year, and how are you managing change? Derek Martin Managing Director of CRM, Global Recruitment and Marketing Laureate International Universities Monday, March 14 9:00 Am 10:00 Am KnowledgeBridge Monday, March 14 11:00 am 12:00 Pm workshop Mastering The Mystery Of Customers For Life The challenges organizations face when trying to bring their brand promise and customer experience to life sometimes feel like an impossible mystery to solve. Attendees will learn how to solve this mystery by mastering three strategic focus areas: Leaders Creating a Customer-First Culture; Empowering Managers to Act Like Owners; and Delivering an Authentic Frontline that supports the Brand Promise to drive customer satisfaction and grow the business. During this highly interactive session, Gary Magenta, Senior Vice President of Client Solutions at Root Inc., outlines the proven process that organizations must take to win customers and keep them for life. A combination of best practices with interactive discussion, this session will help attendees unlock the secrets of an exceptional Customer through better understanding of the canyons that cause organizational dysfunction and how it impacts all levels of the organization. MODERATOR: Gary Magenta Senior Vice President Root Inc. Monday, March 14 Lunch 12:00 Pm 12:50 Pm Monday, March 14 10:00 Am 11:00 Am KnowledgeBridge consero.com 4

5 Monday, March 14 1:00 pm 2:00 Pm General Session Financial Performance: The ROI Of Great Customer What are the benefits of linking Customer to financial performance? What are the challenges in ascribing financial benefits to traditional CX metrics? Where and how do you collect the CX data you use to measure financial performance? How do you use CX to help make financial and business decisions related to customer economics? What are the challenges of collaborating with your organizational leadership to drive meaningful change based on CX-driven financial data? Rick Long Global Head of Customer Cigna Kishore Siva Senior Vice President and Customer Initiatives Lead Wells Fargo & Co. Monday, March 14 4:00 pm 5:00 Pm General Session Building An Online That Your Customers Will Rave About What are some of the qualities of brands that deliver exceptional customer service and leverage their digital community? How are you creating unique experiences using online channels? What new opportunities have you identified? How can you work with your customers to cocreate a great customer experience? What are some evidence-based initiatives that make you a company hero? Samantha Marks Director of Customer Service Swimsuitsforall.com Monday, March 14 2:00 pm 3:00 pm KnowledgeBridge consero.com 5

6 Monday, March 14 5:00 pm 6:00 Pm General Session Going Above And Beyond: Consistently Exceeding Your Customer s Expectations What does going above and beyond really mean? How do you make it the norm? What are some research-based attributes of employees who deliver great CX? What does consistency in CX mean to you? How do you help customers feel like they are landing on the same planet rather than a new planet each time they interact with you? How does company culture impact customer experience, and how are you making your team more responsive to emerging internal issues and feedback? Peg Raposo Senior Quality Manager, Global Operations - Operational Excellence PayPal, Inc. Alisandra Rizzolo Vice President, General Manager Customer Care Stryker Tuesday, March 15 Breakfast 8:30 am 9:20 am Tuesday, March 15 9:30 am 10:30 am General Session Choosing The Right Partnerships To Deliver CX Success What are the unique traits you seek in a partner to create a symbiotic relationship for the long haul? How do you integrate your outsourced employees into your corporate culture to ensure they are in line with your corporate brand? How can outsourcing specific channels streamline processes and build better relationships with your customers? What services will you be looking for in the next 12 months to increase the overall customer experience? Burg Hughes Vice President of Operations BuySeasons Inc. Kevin Thornal Vice President, Customer & Field Service Hologic Jan Wigington Vice President, Owner Services Wyndham Vacation Ownership Monday, March 14 6:30 Pm Dinner And Entertainment consero.com 6

7 Tuesday, March 15 10:30 Am 11:30 Am KnowledgeBridge Tuesday, March 15 11:30 am 12:30 Pm General Session CX Next: What s Trending And How It Will Impact Your Business What is the next digital disruption that you see upending Customer? How can you mitigate the potential impact of implementing new technology? What new data trends will improve Customer? consero.com 7

8 A Traditional Conference VS. The Consero Model Most conferences have attendees with little in common. vs. With Consero, you will be among a select group of senior-level executives. Most conferences rely on lectures with Death by PowerPoint. vs. With Consero, the sessions are discussion-based with content driven by you and your industry colleagues. Much of the value of many conferences lies in free branded pens and keychains from a sea of vendor booths. vs. With Consero, you have the opportunity to meet oneon-one with best-in-class service providers selected by you and your peers. The Result: A conference model that works. With Consero, you will never look at a traditional conference the same way. /Company/Consero-Group

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