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Ultimate CX

See the Future of Customer Experience
OCTOBER 23 - 24, 2019 | VDARA HOTEL | LAS VEGAS, NV

Pre-Conference Workshop:

Creating the Change Mindset for a Customer-Centric Culture


October 22, 2019

About the Event:

Your customer needs, desires and expectations are never going to stop changing. You can’t either!  Creating a Culture of Change – where your teams embrace “what’s next” with agility, flexibility, and speed – powers your ability to stay on top. Join your CX peers for an interactive roundtable of knowledge sharing and ground-breaking practices insights for creating a change mindset at your organization.

Using curated case studies, we will explore:

  • Why – An overview of the trends that make it essential to disrupt your organization’s CX now, and the change mindset that disruption requires
  • What – The tools to transform culture and create champions of customer-centric change
  • How – Interactive exercises to show how to put these tools to work immediately

Come away with a roadmap to re-invent your employee experiences and spark the change mindset needed to create a true CX-centric culture.

Benefits of Attending:

  • Understand the Trends – Gain insights on the key trends that make disruption of your organization’s CX critical moving into the future.
  • Focus on the Key to Culture Transformation – A full day focused on the challenge at the heart of creating extraordinary customer experiences: a fully engaged workforce ready to embrace change.
  • A True Interactive Workshop – You will not only receive tools and strategies to generate the change mindset needed; you will experience putting them to work.

Pre-Conference Agenda

Creating the Change Mindset for a Customer-Centric Culture

8 - 9:00 am
Registration and Breakfast

9:00 – 9:15 am
Welcome and Introductions

9:15 – 10:45 am

Interactive Activity: It’s Time to Reinvent Your CX

Customer expectations are evolving at breakneck speed – are you? According to Forbes, 80% of companies believe they are delivering a differentiated CX, yet only 8% of customers agree. How can this be?

Determine whether your business has what it takes to keep up with today’s rapidly changing customer experience. 

Gary Magenta, SVP and Chief Change Architect, Root Inc.

10:45 – 11:00 am
Break

11:00 am – 11:45 pm

The CX Trends Engaging Customers and Disrupting Companies

Gain perspective on crucial CX trends that are requiring organizations to be agile and flexible to survive and to thrive going forward.

11:45 am – 12:30 pm

Case Studies: Adapting to Evolving Customer Expectations

In this discussion, panelists from a variety of sectors will share their experiences with recent CX trends, how these trends are impacting their business and industry, how their organizations are tackling these challenges, and what lessons they’ve learned along the way.

12:30 – 1:30 pm
Lunch

1:30– 2:15 pm

Creating A Culture Movement to Sustain Change

Learn how leaders can link their people’s strengths to bring culture to life, and how that impacts the customer experience.

2:15 – 3:00 pm

Culture Shift Case Studies: How CX is Inextricably Linked to EX

In this discussion, panelists will share their experiences, best practices, and lessons they’ve learned in engaging their people in shifting employee experience to improve the overall customer experience.

3:00 – 3:15 pm
Break

3:15 – 4:45 pm

Interactive Workshop: Spark Change Mindset with Storytelling

Storytelling dates to the beginning of time – yet companies struggle to express their story, getting caught up in dull, never-ending PowerPoints and delivering the message as a one-way street. No matter where you sit in the business, you have a role telling a story.

Break through the snooze fest! In this highly interactive session, you will learn:

  • The secrets of how leaders can captivate their people through storytelling.
  • Steps to become a better storyteller.
  • How to use storytelling to galvanize culture and engage your people in your organization’s CX strategy.

 

4:45 – 5:00 pm
Closing Remarks

Sponsored by:

Root - Supporting Sponsor - CX2019

LOCATION

2600 W Harmon Ave, Las Vegas, NV 89158
Phone: (866) 745-7767

Please Note: Fees do not include hotel accommodations. 

OUR MISSION

All proceeds support The Conference Board's educational, scientific, and not-for-profit mission.

SUPPORTING SPONSOR
Root - Supporting Sponsor - CX2019
AGENDA
OCTOBER 23 - 24, 2019
VDARA HOTEL
October 23 - 24, 2019

When the customer – whether a consumer or a business –  expects an effortless, customized, human-centric yet always-connected experience as the norm, CX must be at the beating heart of every part of the enterprise.  Customer-centricity must shape culture, employee engagement, and leadership development; it must drive innovation, metrics, and digital transformation; and be heard loud and clear in the brand message. And it must be more than a “fix” or a year-long initiative – its vision must extend into long-range plans.

At Ultimate CX, taking place Oct. 23-24, 2019 at Vdara Hotel, Las Vegas, we will draw from the insights of industry-leading Conference Board members and other global CX innovators to help companies place their customers’ desires and voice at the center of everything they do. Plus, we will visit Zappos HQ and learn first-hand what it takes to build a culture and structure that delivers a “wow” customer experience every time.

Benefits of Attending:

  • See Across Sectors – Conference Board leaders and Conference speakers span a huge variety of sectors in B2C and B2B. See your challenges and opportunities from completely different perspectives.
  • Engage, Interact, Network – Your voice is heard even before the conference begins, with participant surveys in which you help shape the content. At the Conference, experience focused idea exchanges, small group discussions, intensive workshops and a multitude of opportunities to network with and learn from your peers.
  • Go Deep – Take back detailed case studies, actionable strategies and cutting-edge techniques.
  • Be in the Rooms Where It Happens – Experience first-hand at Zappos HQ how a customer-obsessed culture is built from the ground up.

Key Takeaways:

Take away actionable insights from industry leaders on:

  • Culture – Leadership development, executive sponsorship, employee engagement and empowerment around the customer journey; building a culture with the customer experience at its core
  • Data/Metrics – Including marshalling and gaining insights from customer data across channels; hearing the voice of the customer without surveys, including through unconscious behavior
  • Innovation, Disruption, and CX Design – Transformational and disruptive CX innovations in technology and in business models; CX design for the next decade and for new generations

Register Early and Save!

Book your seat by August 10th and Save $400! Register today!


Get Involved!

For sponsorship opportunities, contact michael.felden@conferenceboard.org.
For marketing partnerships, contact melissa.mianulli@conferenceboard.org.
For speaking inquiries, contact joan.greco@conferenceboard.org

Scott Bajitos, Chief Customer Officer, VMware

Monica Dreger, Vice President, Head of Global Consumer Insights, Mattel

Tyler Forbes Cook, Vice President of Product Management, Overstock

Robert Hackl, Senior Vice President, Handset Leasing and Insurance, Sprint

Cari Jacobs, Chief Marketing Officer, Unison

Lyn Ketelsen, VP, Chief Patient Experience Officer, HCA Inc.

Lori Laflin, Customer Experience Business Relationship Manager, Cargill,

Andy Lisk, Senior Director, Global Customer Experience, eBay

Lisa Love, Director, Guest Research and Insights, Alaska Air Group, Inc.

Lakshmi Madabhushi, Nielsen Neuro NA & EU Business Lead, Nielsen

Chris Paddock, Director, User Experience, Cherwell Software

Abigail Posner, Director of Strategy, Google’s Brand Unit, Google

Jeanine Quinones, Director Customer Experience & Employee Engagement, Waste Management

Sherry Sanger, Senior Vice President, Marketing, Penske Truck Leasing

Sumair Sayani, Former Vice President, Nielsen

Rob Siefker, Senior Director of Customer Service, Zappos

Carmen Smith, Vice President Creative Development, Walt Disney Imagineering

Lilian Tomovich, Chief Exerience & Marketing Officer, MGM Resorts International

Pre-Conference Workshop:

Creating the Change Mindset for a Customer-Centric Culture


October 22, 2019

About the Event:

Your customer needs, desires and expectations are never going to stop changing. You can’t either!  Creating a Culture of Change – where your teams embrace “what’s next” with agility, flexibility, and speed – powers your ability to stay on top. Join your CX peers for an interactive roundtable of knowledge sharing and ground-breaking practices insights for creating a change mindset at your organization.

Using curated case studies, we will explore:

  • Why – An overview of the trends that make it essential to disrupt your organization’s CX now, and the change mindset that disruption requires
  • What – The tools to transform culture and create champions of customer-centric change
  • How – Interactive exercises to show how to put these tools to work immediately

Come away with a roadmap to re-invent your employee experiences and spark the change mindset needed to create a true CX-centric culture.

Benefits of Attending:

  • Understand the Trends – Gain insights on the key trends that make disruption of your organization’s CX critical moving into the future.
  • Focus on the Key to Culture Transformation – A full day focused on the challenge at the heart of creating extraordinary customer experiences: a fully engaged workforce ready to embrace change.
  • A True Interactive Workshop – You will not only receive tools and strategies to generate the change mindset needed; you will experience putting them to work.

Pre-Conference Agenda

Creating the Change Mindset for a Customer-Centric Culture

8 - 9:00 am
Registration and Breakfast

9:00 – 9:15 am
Welcome and Introductions

9:15 – 10:45 am

Interactive Activity: It’s Time to Reinvent Your CX

Customer expectations are evolving at breakneck speed – are you? According to Forbes, 80% of companies believe they are delivering a differentiated CX, yet only 8% of customers agree. How can this be?

Determine whether your business has what it takes to keep up with today’s rapidly changing customer experience. 

Gary Magenta, SVP and Chief Change Architect, Root Inc.

10:45 – 11:00 am
Break

11:00 am – 11:45 pm

The CX Trends Engaging Customers and Disrupting Companies

Gain perspective on crucial CX trends that are requiring organizations to be agile and flexible to survive and to thrive going forward.

11:45 am – 12:30 pm

Case Studies: Adapting to Evolving Customer Expectations

In this discussion, panelists from a variety of sectors will share their experiences with recent CX trends, how these trends are impacting their business and industry, how their organizations are tackling these challenges, and what lessons they’ve learned along the way.

12:30 – 1:30 pm
Lunch

1:30– 2:15 pm

Creating A Culture Movement to Sustain Change

Learn how leaders can link their people’s strengths to bring culture to life, and how that impacts the customer experience.

2:15 – 3:00 pm

Culture Shift Case Studies: How CX is Inextricably Linked to EX

In this discussion, panelists will share their experiences, best practices, and lessons they’ve learned in engaging their people in shifting employee experience to improve the overall customer experience.

3:00 – 3:15 pm
Break

3:15 – 4:45 pm

Interactive Workshop: Spark Change Mindset with Storytelling

Storytelling dates to the beginning of time – yet companies struggle to express their story, getting caught up in dull, never-ending PowerPoints and delivering the message as a one-way street. No matter where you sit in the business, you have a role telling a story.

Break through the snooze fest! In this highly interactive session, you will learn:

  • The secrets of how leaders can captivate their people through storytelling.
  • Steps to become a better storyteller.
  • How to use storytelling to galvanize culture and engage your people in your organization’s CX strategy.

 

4:45 – 5:00 pm
Closing Remarks

Sponsored by:

Root - Supporting Sponsor - CX2019

Supporting Sponsor
Root - Supporting Sponsor - CX2019