9:00AM - 10:30AM
// Networking // Ask the Experts
10:30AM - 11:00AM + Details
Ryan Smith, Qualtrics Co-founder and CEO
There are massive gaps in every organisation: product gaps, customer gaps, employee gaps, and even brand gaps. These gaps lurk between what we think is going on, and what’s actually happening. Ryan Smith, CEO and co-founder of Qualtrics, shows how businesses have been trying for years to close the gaps, but with the wrong kind of data. Companies that are truly closing the experience gap understand that operational data is not enough. They're using experience data. Employees, customers, and prospects are the ultimate providers of value to your company, so learn how experience data gives them a voice. And then use their voices to keep you two steps ahead of your competition.
11:00AM - 11:25AM
Webb Stevens, VP of Product and Corporate Strategy
11:25AM - 11:40AM + Details
Allison Windon & Michael Maicher, Allianz Global Corporate & Specialty (AGCS)
Satisfied companies are driven by satisfied individuals, and NPS is an essential growth driver in the bare-knuckle world of insurance. But at Allianz Global Corporate & Specialty — which insures some of the world's leading companies — customer centricity is just the start. From leadership buy-in to a commitment to stay the distance, Michael Maicher and Allison Windon share the five principles that drive customer experience success at Allianz and how that CX commitment also reinforces essential product and employee experiences.
11:40AM - 12:00PM + Details
Ed Thompson, Gartner
Customer experience management continues its meteoric rise in executive priorities, but something interesting is happening along the way: Leaders are finding that good CX is driven by a variety of project types. Good CX requires measurement of not only customer satisfaction and loyalty but also employee engagement, core product and service quality, and brand reputation. Gartner Vice President and Distinguished Analyst Ed Thompson shows the governance and metrics that mark a robust CX program can drive results across the company.
12:00PM - 1:00PM
1:00PM - 3:00PM + Details
Join us in our breakout sessions for a deep dive into brand, employee, customer and research experience. Hosted by Qualtrics experts, this is your chance to hear from leaders in the field, pick up some tips and join in the discussion.
There are 4 breakout sessions to choose from:
3:00PM - 3:30PM
// Ask the Experts
3:30PM - 3:50PM + Details
Dr. Peter Lovatt, Dance Psychologist | University of Hertfordshire
How do you experience happiness? Why are some people better at being happy than others and why does feeling happy feel so good? Research shows that whatever makes you happy—whether it's singing, dancing, making love or playing games—is doing more than simply putting a smile on your face. University of Hertfordshire lecturer, dance psychologist, and TED Talk regular Dr. Peter Lovatt shows that changes in the way we experience positive moods actually influence our hormones and our overall health. Positive emotions are even associated with greater longevity and reduced morbidity. Be ready to experience some happiness … and be ready to dance.
3:50PM - 4:20PM + Details
Stefan Hierl, adidas
When the CEO isn’t a big fan of traditional engagement surveys, you know you need to prioritise human listening over email blasting. Join Stefan Hierl, Director of People Analytics at adidas, as he shows how one of the world’s largest consumer brands is driving better employee experience with a page from its customer experience playbook. Learn how adidas is doing away with tired mass emails and forms by setting up short pulse check-ins, triggered feedback based on the employee journeys, and smart analysis of open-text feedback. In other words, adidas is listening and responding to employees as part of a more human conversation.
4:20PM - 4:40PM + Details
Justin Conry, Three Ireland
Are you speaking the right CX language? Justin Conry, Head of Transformation at Three Ireland, argues that too many CX change initiatives try to teach their companies a brand new language rather than learning to speak the existing one. Case in point: Three Ireland is a finance driven-organization, and Justin discovered quickly not to speak NPS in a room full of managers that only talk in euros and cents. He shares how he gets organisational CX buy-in simply: by tying results directly to bottom-line drivers like customer churn, add-on sales, and upgrades. Learn tips for discovering which language your company speaks, and then becoming your own CX translator.
4:40PM - 5:00PM + Details
Linda Moir, London 2012 Olympic Games
Do you want to optimize your customers' experiences? Then start with your employees. Leaders can't be everywhere the customers are, so great experiences have to come through the front line. Linda Moir knows from deep experience designing and leading Virgin Atlantic's award winning service. But the real test came when she was charged with engineering a once-in-a-lifetime experience for 9 million spectators at the London Olympic and Paralympic games, Linda Moir instilled in her 15,000 volunteers the difference between customer service and a memorable customer experience. The result: London's games were judged the most memorable ever. Linda details how to embed "hosting actions" across a massive and diverse workforce, and how a employees delivering a genuinely differentiated customer experience can improve bottom-line business performance.
5:00PM - 5:30PM
5:30PM - 8PM + Details
Wind down at our evening reception – there’s cocktails, a BBQ on the terrace, street magic from Troy and music from Duke.
Join us at the end of the day, by the Kings Place waterfront for great company, entertainment and eats.
The Lounge is filled with snacks and plush couches designed to help you chill and re-charge throughout the day.
DUKE will be joining us for the evening reception at Converge. They combine live vocals, beat-boxing, harmonies and guitar - mixing original hip-hop, R&B and dance compositions with astounding cover versions.
On tour they have supported Prince, The Feeling, Kanye West, and the late Amy Winehouse.
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