10:00AM-8:00PM

Registration and info desk open

12:00PM-6:00PM

Experience Basecamp

Close Filters
Experience Tracks
Customer Experience
Employee Experience
Product Experience
Brand Experience
Research Core
12:00PM - 6:00PM

Getting Started with Research Core

CEPBR

This hands-on training is designed for Qualtrics beginners who want to build a project from start to finish. In this training, you will learn basic and intermediate Qualtrics functionality and expert tips and tricks.

KEY TOPICS COVERED

  • Creating new projects and configuring various questions types
  • Applying survey logic and programming your Survey Flow to customize pathways
  • Distributing to participants anonymously and via email
  • Navigating basic reporting to quickly identify insights
  • Expert tips and tricks to avoid common challenges

SKILL LEVEL

Beginner

12:00PM - 6:00PM

Applying Research Methodology Best Practices

CEPBR

This hands-on training is designed for researchers who want to ensure their research project is methodologically sound. In this training, you will learn the basics of survey methodology and how to apply it to a Qualtrics project.

KEY TOPICS COVERED

  • Breaking down problems to define a research process
  • Identifying and controlling for biases in a questionnaire
  • Reducing respondent survey fatigue
  • Ensuring your sample techniques meet data analysis needs
  • Implementing best practices to drive response rates

SKILL LEVEL

Beginner

12:00PM - 6:00PM

Using Qualtrics iQ to Identify Insights

CEPBR

This hands-on training is designed for professionals who analyze feedback and are responsible for value delivery in their organization. In this training, you will learn how to analyze open text responses, determine significance, and identify key trends and insights through statistical analysis.

KEY TOPICS COVERED

  • Sorting, customizing, and editing responses in Data & Analysis
  • Using cross tabs to perform multivariate analysis on variables
  • Selecting the right analysis to use based on the business problems you are solving
  • Determining statistical significance with Stats iQ
  • Identifying key insights through statistical analysis with Stats iQ
  • Uncovering trends in open text responses with Text iQ
  • Taking strategic action with Predict iQ

SKILL LEVEL

Intermediate

12:00PM - 6:00PM

Using Brand Research to Improve Your Brand's Perception

CEPBR

This hands-on training is designed for brand managers and researchers who want to track brand performance and identify key performance drivers. In this training, you will learn how to consistently track consumers' awareness and perception of your brand to deliver the insights needed to set objectives for your brand strategy.

KEY TOPICS COVERED

  • Understanding the impact Brand Experience has on your organization
  • Using a brand perception study to understand the value consumers associate with your brand
  • Performing a brand diagnostic to comprehensively assess your drivers of performance
  • Designing a brand tracker to gauge the health of your brand over time
  • Best practices on taking insight-driven action to strengthen your brand

SKILL LEVEL

Intermediate

12:00PM - 6:00PM

Incorporating Customer Feedback During Product Development

CEPBR

This hands-on training is designed for product managers and UX designers who want to optimize their product using feedback and better design it for customer needs. In this training, you will learn how to collect and incorporate feedback at multiple touchpoints in the product development lifecycle.

KEY TOPICS COVERED

  • How product research is used to set products apart
  • Building a product concept test to determine how well an idea resonates with a target audience
  • Using Conjoint to find the optimal combination of features for your target consumers
  • Optimizing your pricing strategy through advanced pricing solutions
  • Best practices on taking insight-driven action to strengthen your products' position

SKILL LEVEL

Intermediate

12:00PM - 6:00PM

Establishing the Foundation for Your CX Program

CEPBR

This hands-on training is designed for CX executives and program managers who want a solid understanding of CX principles and the value CX brings to organizations. In this training, you will learn how to align your business goals to a CX program and the key components needed in your program to improve your customers' experience.

KEY TOPICS COVERED

  • Determining the KPIs of your CX Program
  • Selecting the right touchpoints to gather customer feedback that drives results
  • Asking the right questions to drive the analysis you want
  • Following up with customers effectively to improve their experience
  • Using CX data to drive business outcomes

SKILL LEVEL

Executive

12:00PM - 6:00PM

Journey Mapping 101: Identifying Moments That Matter

CEPBR

This hands-on training is designed for CX professionals who want to understand the different interactions and touchpoints customers have with their organization. In this training, you will learn the basics of customer journey mapping and how to identify key moments of truth in your customers' journey.

KEY TOPICS COVERED

  • Effectively getting buy-in for customer journey mapping and establishing the right team
  • Building a customer journey map, including defining customer personas
  • Identifying key moments of truth in your customers' journey
  • Leveraging customer journey maps to determine where to focus your CX program
  • Determining how to engage Qualtrics at different points along your customer's journey

SKILL LEVEL

Beginner

12:00PM - 6:00PM

Designing to Capture Meaningful CX Data

CEPBR

This hands-on training is designed for researchers and CX professionals who need to know the ins and outs of designing and capturing customer feedback across the channels that matter for you. In this training, you will learn how to ask questions that avoid bias but capture the data you need, and how to target the right customers to survey.

KEY TOPICS COVERED

  • Identifying the key CX metrics to capture for different projects
  • Writing questions and answers to avoid bias and capture honest feedback
  • Selecting the right sample population and distribution channel based on the type of survey
  • Best practices to drive response rates
  • Configuring and distributing relational, transactional, and digital surveys using Qualtrics

SKILL LEVEL

Beginner

12:00PM - 6:00PM

Closing the Loop Effectively with Customers

CEPBR

This hands-on training is designed for CX professionals who want to design systems and enable people to follow up with customers to improve their experiences. In this training, you will review the different models for customer follow up and learn how to implement them in your organization.

KEY TOPICS COVERED

  • An overview of the different closed loop feedback models
  • Best practices on how and when to follow up with customers
  • Ensuring your organization is ready to close the loop and mitigate common risks
  • Configuring Qualtrics ticketing to meet the needs of your closed loop process
  • Using Qualtrics reporting to hold teams accountable and make sure customer needs are met

SKILL LEVEL

Intermediate

12:00PM - 6:00PM

Visualizing CX Insights to Engage Stakeholders

CEPBR

This hands-on training is designed for CX professionals who visualize CX data and share insights throughout their organization. In this training, you will learn how to apply information hierarchy and visual design principles to make it easy for your different audiences to consume data and walk away with the information they need.

KEY TOPICS COVERED

  • Determining your audiences and identifying what information matters most to them
  • Best practices on information hierarchy and visual design across different channels, including desktop and mobile
  • Selecting the right visualizations and supporting information to meet your audience needs
  • Using Qualtrics to configure and share insights
  • Effectively launching dashboards and driving dashboard usage

SKILL LEVEL

Intermediate

12:00PM - 6:00PM

Taking Your CX Program to the Next Level

CEPBR

This hands-on training is designed for advanced CX practitioners who are looking to refresh and optimize an existing CX program. In this training, you will learn what's required to take your CX program to the next level by evolving your insights, your organization, and your team.

KEY TOPICS COVERED

  • Reviewing key indicators to determine when your CX program needs a refresh
  • Assessing yourself against six trends for redefining your CX program
  • Linking experience and operational data for deeper insights
  • Learning to make the case and how to articulate the ROI of your CX program
  • Identifying how to successfully manage organizational change when evolving your program
  • Learning best practices for incorporating experience data into compensation
  • Identifying the new skills your CX team will need to grow and expand your program

SKILL LEVEL

Advanced

12:00PM - 6:00PM

Using Engagement Data to Improve Your Employees' Experience

CEPBR

This hands-on training is designed for HR professionals who want to effectively analyze engagement data to identify and impact what matters most to employees. In this training, you will learn how to dive into engagement data and communicate key findings to the right people.

KEY TOPICS COVERED

  • Analyzing data and identifying insights using Stats iQ and Text iQ
  • Communicating insights and action to empower leaders in your organization
  • Taking tactical and strategic action on employee feedback to improve your employees' experience
  • Identifying how to empower managers to take the right action within their teams
  • Holding employees accountable to their action items to drive organizational change

SKILL LEVEL

Intermediate

12:00PM - 6:00PM

Designing to Capture Meaningful Employee Lifecycle Data

CEPBR

This hands-on training is designed for HR professionals who want to move beyond an Engagement program to measure other aspects of the Employee Lifecycle. In this training, you will learn how to architect your Employee Experience program using the Employee Lifecycle with a focus on two key employee touchpoints: onboarding and exit.

KEY TOPICS COVERED

  • The business value of the Employee Lifecycle
  • Using the Employee Lifecycle to architect your Employee Experience program
  • Best practices for designing and launching onboarding and exit surveys
  • Configuring onboarding and exit surveys using survey logic and employee information
  • Automating when lifecycle surveys are launched to employees

SKILL LEVEL

Intermediate

7:00PM-9:00PM

X4 Welcome Party

7:00AM-7:00PM

Registration and info desk open

8:00AM-9:00AM

Coffee and keynote seating

9:00AM-12:45PM

Keynote sessions

  • Ryan Smith
  • Sir Richard Branson, moderated by Jen Morgan
  • Ashton Kutcher
  • Dr. Peter Lovatt
  • Kim Scott
  • Sukhinder Singh Cassidy
  • President Barack Obama
12:45PM-2:00PM

Lunch

2:00PM-5:00PM

Breakout sessions  (subject to change)

Close Filters
Experience Tracks
Customer Experience
Employee Experience
Product Experience
Brand Experience
Research Core
2:00 PM - 3:00 PM

CX PRODUCT KEYNOTE // Breaking Down CX Breakthroughs: The Future of Transformational Customer Experiences

CEPBR

David Neeleman Founder, Azul, JetBlue, WestJet

Webb Stevens VP of CX, Qualtrics

Customer experience is increasingly becoming the competitive battleground for brands around the world. But delivering differentiated experiences that lead to measurable impact can be a challenge. In this session, learn how David Neeleman, founder of JetBlue, Azul and Morris Airlines, drove continuous breakthrough in a nearly 100 year old aviation industry. In addition to hearing from a transformational CX leader, get a first look at the latest innovations to the Qualtrics CX platform that will help you achieve customer experience breakthroughs in your own organizations.

2:00 PM - 2:45 PM

Measuring Growth: The Breakthrough Helping GoDaddy Increase Profitability by Closing Experience Gaps

CEPBR

Mike McLaughlin Chief Customer Officer, GoDaddy

When GoDaddy was founded, it was about serving a community of entrepreneurs to enable them to launch their business online and receive the same support experience as the biggest companies. Years later, they emerged as the world's largest cloud platform dedicated to small ventures under one premise: provide the best customer and product experience. Period. Part of that radical evolution was closing key experience gaps, including brining essential product and customer experiences under Mike McLaughlin and tying business results to experiences.

2:00 PM - 2:45 PM

Spot Tasty Trends in Your Data: How Buzzfeed Turns Insights to Profitable Investments

CEPBR

ashmeed ali Head of Market Research, Buzzfeed

It's not just lists and quizzes anymore. Experience data is essential to help Buzzfeed accurately spot trends to launch revolutionary new brands and content, from food lines like Tasty to beauty lines to DIY. In the world of instant brands, data tastes good.

2:00 PM - 2:45 PM

Embedding Human Insights Into Experience Design

CEPBR

carey kolaja Chief Product Officer, Citi

Customer-centric design is becoming the new normal and has driven statistically tremendous developments in UX and overall growth in unexpected industries. What happens when organizations apply that same methodology to enhancing the workplace and transforming employee experiences? Citi’s Carey Kolaja shows how Citi FinTech effectively revolutionized employee engagement through co-creation, testing and the productization of companies.

2:00 PM - 2:45 PM

How Technology is Creating a New Currency of Ideas

CEPBR

stan sthanunathan EVP, Consumer Insights, Unilever

Is technology a friend or foe of your brand? Over 2.5 billion people use Unilever brands every day in part because Unilever has learned how to turn ideas into currency using new technology. Unilever’s EVP of Consumer and Marketing Insight shows you how leveraging technology accelerates adoption and builds legendary brands.

2:00 PM - 2:45 PM

How Data Drives Zillow Group's Culture: Improving Engagement, Inclusion, and Development Amid Growth

CEPBR

dan spaulding Chief People Officer, Zillow Group

Culture is at the cornerstone of Zillow Group’s business and it’s one of the main drivers behind yet another year on Glassdoor’s “Best Places to Work” list. But creating and evolving a strong, inclusive, and thriving culture isn’t easy in a high-growth company that competes for top tech talent. Learn how Zillow Group leadership depends on experience data to not only help build culture, attract talent, and drive engagement, and also how they empower managers to do the same within every team.

2:00 PM - 2:45 PM

How the World’s Most Innovative Organizations are Rethinking Leadership Development

CEPBR

KimArie Yowell VP of Talent Development, Quicken Loans

julie lodge-jarrett Chief Talent Officer, Ford

ben granger Head of EX Strategy (US), Qualtrics

russ laraway VP of People Operations, Qualtrics

Employee development and learning drives retention, revenue and customer and employee loyalty—but with new technology and millennials changing jobs more frequently than ever, learning and development must evolve and change with the times. From retail to financial services, see how the best organizations are developing and investing in employees by democratizing feedback, accountability “scoring,” and tying feedback with learning.

2:00 PM - 2:45 PM

Making magic from the mundane: how Google uses experience design to re-imagine the G-Suite

CEPBR

amy lokey VP, User Experience, Google

Google’s products are designed to be smart and personal by leveraging Google’s vast investment in AI. Learn about the research, stories, and outcomes that have helped G-Suite evolve to become a massively personal and scalable product experience. Within G Suite, our goal is to elevate human accomplishment, so we focus on how we can use AI in a way that is both personal, and helps people accomplish their most important tasks more quickly and easily.

2:00 PM - 2:45 PM

CSR and Political Activism in The Trump Era

CEPBR

michael ramlet CEO, Morning Consult

Social media reaction is often seen as an accurate gauge of public opinion during a brand crisis. However, what people say on social media is not necessarily reflective of what the wider public actually thinks. The session explores how companies can use experience data and insights to protect their reputation in today's age.

2:00 PM - 2:45 PM

How to Maximize Security in Experience Management

CEPBR

adam marrè Head of Security Ops , Qualtrics

Security today falls not only to the professionals but to every data professional. Former FBI Cyber Special Agent Adam Marrè outlines how to guard against avoidable incidents, increase security awareness across the organization, and explores security feature value for researchers and experience managers.

2:00 PM - 2:45 PM

Measuring the Immeasurable: How Challenging Norms Leads to Richer Student Experiences

CEPBR

shira good Director, Service Standards, Bloomfield Hills Schools

Learn how Bloomfield Hills Schools is revolutionizing public education by challenging traditional student success metrics. See how finding new opportunities to measure modern workplace skills like critical thinking and grit is changing the conversation around education and how to apply these new ideas in your own district.

2:00 PM - 2:45 PM

40 Years of Employee Engagement Research – Proven Practices and Potential Pitfalls

CEPBR

Bill Erickson Founding Partner, Workforce Science Associates

Bill Erickson has played a key role in building and studying great companies for over 40 years. After fifteen years as Executive Vice President of the Gallup Organization he was a founder of Human Resource Innovations, later to become Kenexa. Before Kenexa was acquired by IBM it had quickly become the largest provider of employee research. Now a founding Partner at Workforce Science Associates, Bill shares best practices obtained throughout his career conducting research and helping his clients move the needle on employee engagement. Bill is a best-selling author and a recognized industry thought leader in the area of employee engagement.

2:00 PM - 2:45 PM

Alert! The Power Has Shifted: The Changing Dynamic Between Employees and Employers

CEPBR

Dane Holmes Head of Human Capital Management, Goldman Sachs

In today’s increasingly digital, transparent, disrupted and interconnected world, the relationship between employer and employee is changing and employees are empowered, informed and actualized. The “shift of power” from the employer to the employee is marked by macro trends shaping the way we access information, distribute it and influence it. As employers, we can either acknowledge this shift or risk losing the battle for talent. Join this session to hear Goldman Sachs’ view on what has driven this change and what it means for employers. Wake up! The tables have turned. Your employees now hold the power so now it is time to embrace it.

2:00 PM - 2:45 PM

Engaging Amid Disruption: Lessons from Fortune Magazine's World's Most Admired Companies

CEPBR

Jennifer Streitwieser Client Partner, Korn Ferry

Mark Royal Senior Directory, Korn Ferry

Today’s leaders are challenged to respond to disruptive shifts in how people work and what they care about in the workplace. The business environment is evolving rapidly, with increasing globalization and rapid technological change. And the workforce is increasingly diverse, mobile, and remote. We'll share how Fortune magazine's World's Most Admired Companies are preparing for the future of work, building digital readiness and organizational agility, and creating engaging and inclusive work experiences.

3:15 PM - 4:15 PM

XM PLATFORM DEEP DIVE // Research to Drive Product and Brand Experience Breakthroughs

CEPBR

kelly waldher VP, BX, Qualtrics

jay choi VP, Research Core, Qualtrics

Maria Voronina Product & Brand Research, Chobani

Paul Long VP, Enterprise Customer Experience, UnitedHealth Group

Josh Sarpen Customer Insights Manager, Kum & Go

What does it take to get breakthrough insights? Come listen to some of the biggest brands in the world, including: Chobani: how they’ve built the #1 yogurt brand internationally UnitedHealth Group: how a 300K employee organization is revolutionizing end-to-end customer experience by centralizing insights across the organization Kum & Go: how one small insights team is taking on the breakfast giants Whether you’re a customer, product, brand, or employee insights professional, we’ll show you how to leverage the Qualtrics XM Platform to lead your industries in innovation, scale research across your entire organization, and integrate automation and machine learning into your research workflow to get breakthrough insights.

3:15 PM - 4:00 PM

How to Connect Candidate, Employee, & Alumni Experiences to Build a World-Class Talent Brand

CEPBR

shaunda zilich Head of Talent Branding, Qualtrics

jennifer carpenter VP of Talent Acquisition, Delta

john meyer CEO, Lemonly

kristen weirick Vice President, Talent Acquisition and Diversity & Inclusion, Abbvie

More than ever, recruiting and talent leaders are focused on creating experiences that drive world-class talent brands but it's past time to think about the attraction of talent as something that recruiting owns. Join this session and see how leaders use always-on feedback, leadership 360s, and weave EX data into program decisions to create world-class workforces that attract top talent, create brand ambassadors, and drive the organization's mission forward.

3:15 PM - 4:00 PM

Redefining the health care experience…One person at a time

CEPBR

tami reller CMO / CXO, UnitedHealthcare

Health care spending is higher than ever, yet chronic diseases are increasing and life expectancy is declining. We are spending more but people aren't getting healthier. It is time for a transformation. This session will give you a peek at what the future of health care looks like, and how we are working to drastically reshape the consumer experience.

3:15 PM - 4:00 PM

Marrying O-Data And X-Data To Save Taxpayer Dollars

CEPBR

anahita reilly Chief Customer Officer, U.S. GSA

GSA is the "B2B" agency of the federal government, delivering value and savings in real estate, acquisition, technology, and other mission-support services across government. Through this session, we will share examples of how we are using an enterprise-wide Voice of the Customer program (via Qualtrics) to align feedback (X-data) from both agency customers and industry partners with operational data, informing how we design our products and services. We will also touch on the governance structure set in place to enable self-service feedback collection processes while adhering to a consistent enterprise-wide brand that minimizes survey burden to the customer.

3:15 PM - 4:00 PM

Culture + Engagement: How Sephora Leverages the Intrinsic Link to Drive Purpose and Inclusion

CEPBR

karalyn smith CHRO, Sephora

At Sephora, bringing your whole self to work is not just lip service—it drives company culture. In this session you’ll learn from how the leading beauty retailer inspires purpose, inclusion, and measurable results in the lives of their employees by linking employee engagement data with company culture. You’ll leave with tips and strategies for humanizing HR and driving measurable business impact.

3:15 PM - 4:00 PM

The Path to Mastering XM Across Your Enterprise

CEPBR

bruce temkin Head of XM Institute, Qualtrics

The XM Institute surveyed hundreds of executives to understand their XM efforts and aspirations.. During this session, you’ll hear results from the study, “The State of XM,” which will help you chart your path to becoming an XM leader. The session will cover the ROI, maturity levels, and insights about what separates XM leaders from their peers.

3:15 PM - 4:00 PM

How to Transform Qualitative Problems into Quantitative Solutions

CEPBR

shawn wigg Director of Mathematics, Duval County Public Schools

Learn how Duval County Public Schools takes an innovative approach to increase math specialist effectiveness through a qualitative solution with amazing results. Find out how to apply this breakthrough-thinking to similar challenges in your district.

3:15 PM - 4:00 PM

Making HR Easier: How Technology Drives EX Strategy

CEPBR

alicia phebus Assessment & Evaluation, Banner Health

How does technology paired with sound strategy make HR easier? Driving employee impact to the business and the patient through better measurement and action plans.

3:15 PM - 4:00 PM

Beyond marketing: Experience reimagined

CEPBR

Alex Kelleher Experience Services Practice CMO, Managing Director, Deloitte Consulting LLP

Angel Vaccaro Marketing & Experience Services Practice Leader, Principal, Deloitte Consulting LLP

Natalie Groff Senior Manager, Deloitte Consulting LLP

The new world of marketing is personalized, contextualized, and dynamic. Increasingly, this world is no longer orchestrated by creative agencies, but by chief marketing officers partnering with in-house technology organizations. Together, CMOs and CIOs are building an arsenal of experience-focused marketing tools powered by emerging technology to transform marketing from a hunch-driven exercise to one that is grounded in data. Join us to learn how experiential marketing, analytics and cognitive capabilities, and experience management tools can work together to bring us closer to truly unique engagement with customers.

3:15 PM - 4:00 PM

Taking on Big Tech - the battle for customer experience

CEPBR

Derek White Global Head of Client Solutions, BBVA

With the financial services sector seeing it's revenue streams increasingly encroached on by technologies companies - eager to get their hands on the high value financial data customers generate - one Digital Leader, Derek White, is on the offensive. For White, of BBVA, the battle is about bringing smarter interactions to their customers, ensuring the customer's (yes, the customer's) data is put to best use for them, and for banks becoming a trusted partner in people's lives, supporting their decision making and ultimately enabling them to put their financial lives into cruise control. Hear from him how its done.

3:15 PM - 4:00 PM

Creating Love: How Experiences Take Flight at Alaska Airlines

CEPBR

Travis Gelbrich Managing Director, Guest Experience, Alaska Airlines

Erika Pearson Executive VP, Customer Experience, Kantar

Julie Parker Senior VP, Customer Experience, Kantar

Brands are now being defined by the relationship and experiences they have with customers, and ultimately how they make people feel. As such, brands must define themselves beyond the traditional product offering and must provide experiences that make customers feel good. Join Kantar and Alaska Airlines to learn more about embodying your brand promise with remarkable customer experiences, and how Alaska Airlines is delivering exceptional experiences to be the airline people truly love.

3:15 PM - 4:00 PM

Seven Secrets of Storytelling Success with Data

CEPBR

JD schramm Lecturer, Stanford University

SESSION WILL REPEAT AT 4:30 IN SAME ROOM // Analyzing your data is simply the first step. How then do you communicate that to the people who can act on this information? Stanford's JD Schramm will provide participants a simple 7-step method for effective storytelling. Learn best practices for speaking, writing, and illustrating your data so you can create change inside your organization.

3:15 PM - 4:00 PM

Backstory on a Breakthrough Brand: How T-Mobile’s Uncarrier Revolutionized the US Wireless Market

CEPBR

jesse purewal Partner, Prophet

There are very few moments of truth when insights, brand, and business must come together to keep a company alive. Learn how T-Mobile partnered with Prophet to develop deep research and unlock uncommon insights to deliver a breakthrough brand experience that propelled T-Mobile to growth – and revolutionized the wireless industry in the US.

3:15 PM - 4:00 PM

Beyond Satisfaction Scores: The Future of Customer Experience Metrics

CEPBR

Kevin Neher Managing Partner, Denver, McKinsey & Company

Victoria Bough Associate Partner, McKinsey & Company

SESSION WILL REPEAT AT 4:30 // How can you use operational metrics, surveys, and predictive analytics to identify and address customer experience issues while they are happening? How can you get beyond a score to concrete actions and financial impact? Join Kevin Neher and Victoria Bough from McKinsey & Company in this interactive discussion of how to use technology to leapfrog to the next level in customer experience metrics.

4:30 PM - 5:15 PM

Creating Moments in Culture

CEPBR

greg dzurik VP, Marketing + Innovation, Yum! Brands/Collider

Brands that truly create culture, not just reflect culture, have the edge. Greg Dzurik, VP of Marketing & Innovation at Collider/Yum! Brands will share why creating moments in culture matters for brands today, what it takes for brands to do it, and different routes brands can take to create cultural moments that stick.

4:30 PM - 5:15 PM

Delivering Exceptional Customer Experience in a 24/7 World

CEPBR

jonathan ruchman Senior Director of CX, Brookdale Senior Living

Customers are more demanding and have more options than ever these days. Brookdale Senior Living takes it a step further than most, focusing on customer experience 24/7, because customers are actually in-care residents at all hours of the day. Whether you’re always open for business or have your customers top of mind at all times, you need to create experiences that delight them. Learn how Brookdale creates customer-centric experiences in an always on world.

4:30 PM - 5:15 PM

What Would Buzzfeed Do? How Our Team Cultivates an Authentic Employee Experience (& So Can You)

CEPBR

lenke taylor Chief People Officer, Buzzfeed

max brawer People Analytics, Buzzfeed

So you have an employee feedback program—but do the employee insights actually drive action and impact? Join Buzzfeed’s HR leadership and analytics duo to learn how this fast-growing digital powerhouse uses the employee survey as a foundation for innovative people practices that drive impact. See how Buzzfeed combines novel collection techniques, data analytics, and a human touch to drive better employee experience and increased employee connectivity in the workplace.

4:30 PM - 5:15 PM

How You Should Humanize Talent Analytics In a Technology-Centric World

CEPBR

matt breitfelder Chief Talent Officer, Blackrock

Your people are more than just a number in your HRIS system—but how do you deliver personal experiences to every employee at scale? And how do you know those experiences, benefits, and leadership opportunities matter to the employee and drive impact for the business? Learn how Blackrock’s people analytics team “humanized” their talent strategy and drove exceptional employee experience through data and insights.

4:30 PM - 5:15 PM

Five Elements for Building a World-Class Marketing Research Practice

CEPBR

mike murakami Research Manager, Airbnb

An experienced research leader's guiding principles for building credible and effective research teams.

4:30 PM - 5:15 PM

Optimizing the Student Experience through Course Evaluations

CEPBR

virginia moench Social & Clinical Research, Winston-Salem State U.

Understanding course evaluations is an important element of understanding the student experience. See how Winston-Salem State has fine-tuned its program to give students a voice for each course – from always-on feedback to traditional evaluations for self-paced and time-limited classes. Learn how to apply these methods for your own organization.

4:30 PM - 5:15 PM

Small Team, Big Insights via a Health System Brand Tracker

CEPBR

taylor warren Insights & Analytics, Novant Health

matthias krebs Sr. Director, Analytics, Novant Health

Brand perception has many layers in healthcare. Understanding what consumers know, think, and believe about their healthcare providers is critical in today’s environment. Novant Health will discuss their journey in the last two years to move from a syndicated brand tracker to a powerful, flexible, and cost-effective in-house program. They will highlight metrics that matter, getting executive buy-in, and how to shape advertising strategy in a way that resonates.

4:30 PM - 5:15 PM

Seven Secrets of Storytelling Success with Data

CEPBR

JD schramm Lecturer, Stanford University

REPEAT OF PRIOR SESSION IN SAME ROOM // Analyzing your data is simply the first step. How then do you communicate that to the people who can act on this information? Stanford's JD Schramm will provide participants a simple 7-step method for effective storytelling. Learn best practices for speaking, writing, and illustrating your data so you can create change inside your organization.

4:30 PM - 5:15 PM

Radical Reconciliation: Confronting Gender Injustice at Work.

CEPBR

kim scott Author, Radical Candor

Using experiences from her own career that left her gobsmacked, Kim Scott, author of the New York Times-bestselling Radical Candor, confronts one of today's most pressing experience breakthroughs. She breaks the problem of gender injustice down into its component parts: bias, belief, bullying, discrimination, harassment and violence. The talk will define each and guide you to the most effective way to confront each. Each of us has an essential role to play, and she examines the different obligations that leaders, up standers, perpetrators, and victims have to confront injustice at work.

4:30 PM - 5:15 PM

Managing Research at Scale: How to Implement Enterprise Wide Governance

CEPBR

craig kulfan VP, Qualtrics XM Platform Engineering, Qualtrics

Paul Long VP, Enterprise Customer Experience, UnitedHealth Group

The average enterprise has thousands of employees collecting feedback using a variety of research tools often invisible to IT - leading to security risks, inefficient workflows and exposure to GDPR penalties. Join Qualtrics' head of platform security to learn how you can build governance around your organization's research footprint without compromising on security, data privacy or compliance. Learn best practices in user management, brand governance, admin controls, policy governance, and cost management. Learn how United Health Group was able to apply these best practices and standardize their experience management programs under one platform.

4:30 PM - 5:15 PM

Beyond Satisfaction Scores: The Future of Customer Experience Metrics

CEPBR

Kevin Neher Managing Partner, Denver, McKinsey & Company

Victoria Bough Associate Partner, McKinsey & Company

REPEAT OF PRIOR SESSION // How can you use operational metrics, surveys, and predictive analytics to identify and address customer experience issues while they are happening? How can you get beyond a score to concrete actions and financial impact? Join Kevin Neher and Victoria Bough from McKinsey & Company in this interactive discussion of how to use technology to leapfrog to the next level in customer experience metrics.

4:30 PM - 5:15 PM

Achieving Sustained Customer-centric Leadership: Conquering the Evil Trinity

CEPBR

Gerard du Toit Partner, Bain

Three pervasive forces work incessantly to undermine customer-centric strategies – the tyranny of accounting profit, the skirmishes between functional silos, and the distractions of misleading metrics. A handful of companies are leading a revolution against these forces, and creating truly enduring customer-centric organizations. Learn how they’re doing it, and how you can join the revolution!

4:30 PM - 5:15 PM

What it Takes to Deliver Truly Exceptional Brand and Product Experiences

CEPBR

Maria Voronina Product & Brand Research, Chobani

Chobani has had a meteoric rise to Australia's #1 yogurt brand and the #2 brand in the United States. Learn how the Chobani team built a brand from the ground up and overcame fierce competition to give consumers award-winning flavors - and containers.

4:30 PM - 5:15 PM

What Makes Your VoC Program Best In Class

CEPBR

Faith Adams Senior Analyst, Forrester

Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To approach the VoC in a strategic way and drive toward a successful outcome, CX pros must assess their program, know where they stand, and strive to improve. This session will talk about how best-in-class VoC programs did just that – and achieved success.

7:00PM-10:00PM
7:30AM-5:00PM

Registration and info desk open

8:00AM-9:00AM

Coffee and keynote seating

9:00AM-12:30PM

Keynote sessions

  • Product Demonstration
  • Bill McDermott
  • Dr. Peter Lovatt
  • Adam Silver
  • Dan Reynolds
  • Oprah Winfrey
12:30PM-2:00PM

Lunch

2:00PM-5:00PM

Breakout sessions  (subject to change)

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Research Core
2:00 PM - 3:00 PM

EX PRODUCT KEYNOTE // Your Workforce is Changing—Are you Ready For It?

CEPBR

julie larson-green Chief Experience Officer, Qualtrics

jeff james Vice President, Disney Institute

The workforce has experienced drastic changes and continues its transformation. Come learn about the employee breakthrough insights that are driving workforce change across every industry, and leave with the tools and strategies to get ahead so you can effectively attract, engage, retain your best employees. You’ll hear from Qualtrics Chief Experience Officer, Julie Larson-Green and The Disney Institute's VP and President, Jeff James. You'll also get a sneak peek at the latest Qualtrics product innovations to help you drive your employee experience strategy forward.

2:00 PM - 2:45 PM

Be an Outsider: How to Re-energize a Classic Brand

CEPBR

christopher mcdonough Chief Brand Officer, LL Bean

Is the future of your brand informed by its past? From product research, to in-store satisfaction, to campaign measurement, L. L. Bean walks through its data-informed and groundbreaking “Be an Outsider” campaign to reposition an adored brand, and get it ready for another 100 years.

2:00 PM - 2:45 PM

Listen and Act: How AMEX Pairs Listening & Insights to Bring the Voice of the Customer to Life

CEPBR

luis angel-lalanne VP, Customer Listening, American Express

To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on the insights. With an emphasis on customer listening from call center to the C-suite you’ll find new ways to learn from your customers. Find out how American Express employs a broad spectrum of approaches (from call listening to advanced modeling) to empower employees and uncover meaningful insights to create world-class Customer Experiences.

2:00 PM - 2:45 PM

The Future of Experience Management in Government

CEPBR

chelsie bright Citizen XM Scientist , Qualtrics

nick sinai Former U.S. Deputy CTO, United States

matt broffman Director, Digital Platforms, City of Orlando

Marcy Jacobs Executive Director, Department of Veterans Affairs, Digital Service

For the first time in history, technology makes it possible for governments to engage people in real-time, across demographics, in the moments that matter most. How do we build a future where feedback from government customers and employees is used to create experiences that work for everyone? From shared services to digital engagement to human centered design, what is government doing well now, and what is the future of experience management in government?

2:00 PM - 2:45 PM

Hooked: How To Build Habit-Forming Products

CEPBR

nir eyal Best-Selling Author, Hooked

Habit-forming products change user behavior and create unprompted engagement. Harnessing the power of habits is essential for your product and is great for your bottom line. Product guru, investor, and bestselling author Nir Eyal outlines the Hook Model to give you a practical framework to increase your odds of product success.

2:00 PM - 2:45 PM

Launching a Brand: Your First Decision Should Be Your Best Decision

CEPBR

jeff kearl Founder and CEO, Stance

Starting a new brand means distilling everything down to one simple question at the start: What is the nature of our business? Once you understand your nature, everything falls into place. This first decision will limit or boost your brand for years to come.

2:00 PM - 2:45 PM

The Big Data Theory: How CBS Generates & Acts on Insights by Matching Experience & Operational Data

CEPBR

radha subramanyam Chief Research Officer, CBS

Few businesses generate as much data as media, and when CBS networks touches 30 million people every night, the data that flows from feedback, viewing, social, and more can be overwhelming. As preferences and consumption habits constantly change, how do you avoid being data rich, but insights poor? Using real-world examples, CBS Chief Research and Analytics Officer Radha Subramanyam shows how to identify the insights that are most important to your business, build the necessary internal teams and processes, and line up your data streams to improve business results.

2:00 PM - 2:45 PM

Postsecondary Transformation: Supporting First-Gen, Low-Income, and Minority Students

CEPBR

bob colleran Chief Executive Officer, Alithi Consulting

The US system of higher education has historically struggled to effectively serve low-income, minority, and first-generation students well, resulting in a widening education gap and overall weakening of US competitive resources. See how a network of partners including JFF, AASCU, and Alithi Consulting have developed powerful tools to drive successful transformation in this space.

2:00 PM - 2:45 PM

3 Ways to Combine X and O Data to Understand the Student Voice

CEPBR

julie mitchell Superintendent, Rowland Unified School District

brian huff Director of Instructional Support, Rowland Unified School District

See how Rowland Unified School District uses Qualtrics in innovative ways to identify trends, individualize learning, and act on student feedback. Learn how to combine operational data like test scores and attendance with student experience data like interests and classroom feedback to predict outcomes and enhance the student experience.

2:00 PM - 2:45 PM

Would You Do That to Your Mother? 5 Steps to Accelerate CX and Earn Admirable Growth

CEPBR

Jeanne Bliss Founder and CEO, CustomerBliss

Jeanne Bliss, an international architect of the customer experience movement, pushes us out of the mechanics of experience to what must exist to truly change a company to earn admirable growth. This is creating an insistence on what our behavioral model must be, and what we won’t tolerate it to be. It is choosing our non-negotiables about how we will and will not grow. It is how intent and motivation for helping customers and employees achieve their goals must translate to how we operate, guide people and elevate them to bring the best version of themselves to work. In this session, Bliss provides a template for reviewing our lives as customers and our customers lives – offering 4 dimensions where we must behave admirably in our actions, with our people, and in how we choose to run our business. Her 5th is a new simple quiz to use throughout your organization that will clear the path for action, and simplify what we must and must not do – to guide our leaders our organizations to earn admirable growth.

2:00 PM - 2:45 PM

B2B CX Is Different - Your Strategy Should Be Too!

CEPBR

Steve Walker Chairman and CEO, Walker

Customer experience initiatives in B2B companies are widely seen as trailing the progress being made by B2C organizations. Complicated purchasing rituals, long supply chains, account-level relationships and a number of other factors make B2B CX challenging and complex. CX icon Steve Walker will host an enlightening discussion with CX leaders from three prominent companies in three very different industries. He’ll break down the key challenges and provide practical advice, resources, and motivation to help CX leaders develop effective strategies for CX success.

2:00 PM - 2:45 PM

Latest Insight: The Changing Drivers of Customer Experience and Channel Success

CEPBR

Mark Miller Practice Leader, Customer Service Solutions, J.D. Power

In this session, J.D. Power shares data and insights that point to big changes in what customers want, and what it takes to meet those expectations across self-service and assisted channels. J.D. Power will share cross-industry data from over 1,000 companies, plus delve into what verified top performers are doing to drive higher satisfaction at lower total operating cost even as consumer preferences, your workforce, and your competitive environment changes. Attendees will walk away with specific strategies, tactics and benchmarks to help your organization succeed now and in the future.

2:00 PM - 2:45 PM

Enabling Agile CX in the Latin American financial industry

CEPBR

alma aguilar Director, Voice of Customer, Banco Santander Mexico

jorge-arturo lara-quintero Gerente de Cumplimiento, CredibanCo S.A.

Organizations in emerging markets are transforming their organizational cultures with customer centricity, with practical examples of financial organizations from Colombia and Mexico. (Session will be conducted in Spanish)

2:00 PM - 2:45 PM

Challenge Accepted! Design and Implement your Customer Experience Management System the Right Way

CEPBR

Christine Winchester Senior Technical Consultant, Ugam

Elsa Yan Customer Experience Solutions Leader, McKinsey & Company

What are successful CXM programs doing right? How did they get there? Join Elsa Yan from McKinsey & Company and Christine Winchester from Ugam in this interactive discussion as they guide you by sharing stories in addressing common challenges across industries and best practices to avoid common pitfalls. Let’s take your CXM to the next level!

3:15 PM - 4:00 PM

Simple Changes to Create the Future of Contact Centers

CEPBR

luke williams Head of CX Strategy, Qualtrics

The contact center is often the low point of a customer’s experience with a brand. But if they're calling, then the stakes are high. With the right approach and tools, you can turn their pain into an opportunity for a lasting positive experience and improved loyalty. In this session, you’ll learn how to meet your customer's needs and delight them in the process.

3:15 PM - 4:00 PM

The Product Experience That Changed the World: An Insider's Story of Building the iPhone

CEPBR

ken kocienda Former Principal Engineer, Apple

During some of the most transformative years at Apple, Ken Kocienda was demo-ing top-secret products to Steve Jobs and penning his name with only 23 others - including Steve Jobs - on the original iPhone patent, a product that has revolutionized the way we communicate, work, and play. Learn how Ken and the Apple team built the iPhone from the ground-up at the direction of Steve Jobs' creative genius, and created one of the most renowned product experiences of our time.

3:15 PM - 4:00 PM

How to Collect and Use Durable Data to Stay Ahead of Global Product Trends

CEPBR

charles wilson Product Insights, New Balance

In the age of fast data and even faster fashion, the role of durable insights has never been more critical. In a highly competitive market, learn how New Balance is getting ahead of global footwear trends and building blockbuster products for multiple buyer segments.

3:15 PM - 4:00 PM

The Why Behind the What: Using Analytics to Improve Customer Retention

CEPBR

rachel richter VP, Customer Insights, Dun & Bradstreet

Retaining a customer is less expensive and often leads to higher lifetime value than acquiring new ones, but it’s easier said than done. Many B2B companies lean heavily on financial data and firmographics to study retention patterns – profiling patterns across industries and company sizes. In this session, you’ll learn how to augment your approach with experience data and other operational data to not only understand the key drivers of attrition but identify actions to take before it’s too late, so you can retain your most valuable customers.

3:15 PM - 4:00 PM

Keeping the Government Customer at the Center of Digital Services

CEPBR

jack madans Digital Services, Judicial Branch of California

rick delappe Program Manager, National Park Service

Jon Booth Director, Website & New Media Group, Centers for Medicare & Medicaid Services

Sam Bronson Digital Analytics Manager, Health and Human Services

Mike Sarasti CIO / Director of Innovation & Technology, City of Miami

People engage with government online more than any other channel. These digital touchpoints, across platforms (mobile, tablet, or desktop) and across industries are setting high expectations for government services. How do we provide simple, accessible, experiences online and ensure that the customers are at the center of digital services strategy?

3:15 PM - 4:00 PM

Uncovering User Truth: Fusing Data Science and User Research at Spotify

CEPBR

peter gilks Director, Product Insights, Spotify

kristie savage Data Science, Spotify

colette kolenda User Research, Spotify

Spotify’s product insights team combines user research and data science to gain rich insights that fuel product decisions. This talk uses a case study of combining a qualitative diary study (administered through Qualtrics) and a behavioral data dashboard. This mixed methods approach drives a holistic understanding of both when and, more importantly, why people engaged with a new ads feature.

3:15 PM - 4:00 PM

9 Ways to Drive Campus-Wide Qualtrics Adoption

CEPBR

cailee welch bacon Associate Professor, Athletic Training Programs, A.T. Still University

kirsty gaither Educational Technology Development Center Director, A.T. Still University

brittany williams Instructional Designer & Faculty Development Coordinator, A.T. Still University

Learn how A.T. Still University drives adoption across multiple user groups and campuses by celebrating Qualtrics. Packed with practical tips, this session will give you the needed know how to replicate their success for your own campus.

3:15 PM - 4:00 PM

Creating Porsche Passion with a little magic from Disney!

CEPBR

jeff james Vice President, Disney Institute

andrew pine Global Director, Excite!, Porsche Cars North America

For 70 years Porsche has designed, engineered and built the best sports cars anywhere — but in the ever-evolving world of the automotive industry, great product alone will not be enough to win the hearts and minds of customers. Come learn how Porsche made the decision to create a culture by design by not only focusing on their customers, but also by focusing on their people first. Learn how they worked alongside leaders from Disney Institute to transform their organization using time-tested principles Disney uses every day and adapting them for a global program Porsche calls excite! Hear from Andrew Pine, Global Director, excite!, and Jeff James, the Vice President and General Manager of Disney Institute.

3:15 PM - 4:00 PM

The Purpose-Driven Diversity Strategy: A Tool Kit for the New Era

CEPBR

angela roseboro Chief D&I Officer, Dropbox

Studies show that diverse and inclusive workplaces drive better business outcomes for organizations—but many organizations are just starting to drive necessary changes that create safe and inclusive spaces. Come see how Dropbox is pioneering programs and strategies that create a culture of inclusion and empower underrepresented employee populations to thrive. You'll leave with practical guidance for eliminating bias, leveraging employee feedback, and creating a safe and thriving workplace for a diverse employee base.

3:15 PM - 4:00 PM

EX Customer Showcase: How Top Organizations Use Qualtrics to Power EX & People Analytics Programs

CEPBR

steve bennetts Head of EX Strategy (APJ), Qualtrics

brooke orr Director of Global Talent & Development, Coca-Cola

kim barnes Senior Manager of Talent & Culture, Nuance

Geoff Ho Director of Research Advisory and Organizational Development, Rogers Communications

Join this "open house" session to get insights into how Coca-Cola, Rogers, and Nuance are building programs that attract talent, measure engagement, create exceptional employee experiences, and ultimately produce measurable business results like lower employee attrition, strong employer brands, etc. After a brief introduction to each organization’s program, we’ll host a Q&A.

3:15 PM - 4:00 PM

If You Build It, They Will Come: Integrating Qualtrics into Healthcare

CEPBR

diane dunne Patient Experience, ProMedica

leslie meyer Director of Experience, ProMedica

As health care and its complexity evolve, optimizing the patient experience evolves as well. Attendees will learn strategies to customize surveys and data collection for unique patient populations using feedback from surveys to improve the health care experience through real time service recovery as well as address safety, quality and employee engagement and recognition. In addition, we will share how the flexibility of Qualtrics has allowed us to optimize processes and resources through data collection tools, ability to better navigate the world of mandatory reporting and development of purposeful rounding tools. Finally, with the use of Qualtrics, we have engaged our workforce and leaders in the survey process, analysis of data and accountability for results.

3:15 PM - 4:00 PM

How Elevating Human Experience Fuels Business Growth

CEPBR

Amelia Dunlop US Customer Strategy & Applied Design Leader, Deloitte Consulting LLP

Do you ever lie awake at night and wonder what all of this disruptive technology and artificial intelligence is doing to our humanity? I can’t think of a company that isn’t trying to become more ‘customer obsessed’ or ‘employee friendly’. But we don’t wake up as customers or employees; we wake up as humans and all of our messy lives. Many of us are starting to distrust the very technologies that are omni-present in our homes, running our cities, and in the palm of our hands. In this talk, Amelia Dunlop, the leader of Deloitte Digital’s Customer Strategy and Applied Design business, will explore new research on the importance of connecting to human values to find new sources of growth at a time when many of us are increasingly demanding that we have not just our functional customer or employee needs met, but also our fundamental human need to feel seen, valued, and heard.

3:15 PM - 4:00 PM

Episode Management – the true path to customer loyalty

CEPBR

Jason Barro Partner, Bain & Company

Simply measuring NPS has never been enough to drive enduring customer loyalty. True loyalty leaders view their business thru the customer’s eyes and use “episodes” as the unit of change. Designing and continuously improving compelling customer experiences requires new metrics, management capabilities and infrastructure, but results in dramatic improvements in customer loyalty. Learn what is required to drive this customer-centric change, and how you can avoid the most common pitfalls.

4:30 PM - 5:15 PM

Brand Tracking Made Easy: Make Better Decisions Faster with an Insourced Program and Insights

CEPBR

franck sarrazit Brand XM Scientist, Qualtrics

Brand Tracking isn't just about your brand's past, it's about your business' future. And software allows you to track more easily and accurately than ever before. Here's how new thinking in brand tracking predicts where you're headed next.

4:30 PM - 5:15 PM

Living Values Wildly: Dispatches from Patagonia’s Counterintuitive and Unconventional Culture

CEPBR

dean carter CHRO, Patagonia

While “Let My People Go Surfing” is the company’s infamous headline – there are deep philosophies behind the drivers of Patagonia’s uncommon culture that we can all connect to. Learn from an unconventional and counterintuitive employee experience that may wildly strengthen your own value-led culture – and maybe lead you to buy a surfboard.

4:30 PM - 5:15 PM

How to Capitalize on the Evolution of Actionable Insights

CEPBR

aimee lucas Head of Research, Qualtrics XM Institute

You have data-driven insights, but how do you use them? The XM Institute has researched how high-performing organizations put their customer and employee insights to use. During this session, you’ll learn the path for maturity in building an action-oriented insights program and hear best practices you can put to use right away.

4:30 PM - 5:15 PM

Beyond Satisfaction: How Feedback Helps Organizations Manage Risk

CEPBR

stephanie thum Head of Federal CX, Qualtrics

monica allen Dir. Strategic Planning, Mecklenburg County

kevin carter Bureaucracy Hacker, Defense Digital Service

Shonte Eldridge Deputy Chief of Operations and Smart City Strategist, Baltimore, Office of Mayor

ed bodensiek Chief Experience Officer, Cravety

From social media firestorms to shoplifting, fraud, and attrition, many organizations consider customers and employees potential sources of business risk. But what happens when government organizations use employee and customer feedback to get ahead of those risks? And what impact can that have on mission achievement, operational excellence, customer satisfaction, employee satisfaction, and retention?

4:30 PM - 5:15 PM

Why Connecting Customer Experience and Employee Experience Is Your Key to Success

CEPBR

jason bradshaw Chief Customer Officer, VW Australia

World-class customer experiences are fueled by happy and engaged employees. That’s why Volkswagen brought CX and EX data into a single platform to create a 360 degree view for every dealership. This change lead to the uncovering of new insights they used to address gaps in the employee experience and leverage improvements to revamp customer service training and dealership layout. Their CX and EX didn’t just yield higher customer and employee retention, it changed the way they do business at VW. Join us to learn how you can adopt these tested strategies for turning your employees into your most powerful driver of exceptional customer experience.

4:30 PM - 5:15 PM

Fake Doctors, Real Results: How to Use Insights to Drive Breakthrough Ad Campaigns

CEPBR

peter harrison SVP, Marketing Insights, Cigna

Cigna takes you inside their groundbreaking "Fake Doctors Real Results" broadcast campaign and reveals how your insights can drive a powerful brand experience.

4:30 PM - 5:15 PM

How to Fix Your Customer Journey: What I Learned from Buying My Own Sofa

CEPBR

joan king VP, E-commerce, Crate & Barrel

Data silos are everywhere, but what are you doing to consolidate customer touchpoints and omnichannel experiences? Your product won't sell itself, and knowing how to leverage customer journey mapping and in-store and online research can help you maximize customer and product experiences, making the decision and purchase process both seamless and delightful. Learn how Crate&Barrel is engaging digital, product, and retail teams to deliver exceptional experiences.

4:30 PM - 5:15 PM

The Future of Student Experience in Higher Education

CEPBR

richard ottley Senior Sales Engineer, Qualtrics

mick swenson Enterprise Accounts, Academic , Qualtrics

Every year, higher education institutions lose $17 billion as a result of poor campus experience. Learn about best-practice methodology and technology to design a best-in-class Student Experience program and how to embed it within your organization.

4:30 PM - 5:15 PM

How Expedia launched a game-changing product feature by building feedback into the development process

CEPBR

keela robison VP, Product Development, Expedia

A couple years ago Expedia launched one feature that differentiated if from every other travel booking site: bundling. They thought it would be game-changing. They found the opposite. Customers we're still buying a-la-carte and missing out on enormous savings. The research team and product leaders turned to customer feedback to figure out how to fix the broken experience. Keela Robison, Expedia's Global VP of Product takes you through this case study and how breakthrough insights about the product and consumer helped Expedia turn this product feature into a profit center.

4:30 PM - 5:15 PM

The $6 million decision: Turning an imminent loss into a long-term win.

CEPBR

kristin pedersen Community Affairs, Iowa City Schools

elizabeth kampf XM Scientist, Qualtrics

Chace Ramey CHRO, Iowa City Community School District

Learn how the Iowa City Community School District faced down a $6 million budget shortfall and navigated a potential employee layoff situation by using an innovative approach to employee engagement.

4:30 PM - 5:15 PM

Standardizing Enterprise Research

CEPBR

Marne Gade Enterprise Planned Services, Mayo Clinic

The Mayo Clinic will be presenting on standardizing research across the enterprise. The Mayo Clinic will be sharing their journey and best practices in establishing one central data collection platform.

4:30 PM - 5:15 PM

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

CEPBR

Matt Dixon Chief Product & Research Officer, Tethr

The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. Yet the careful research conducted by Matt Dixon and his team over nearly a decade proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive word-of-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. In this presentation, Dixon provides an overview of the research--including the four key pillars of a low-effort customer experience and how to apply the Customer Effort Score--and shares how he and his research team at Tethr are expanding on the original concepts, leveraging the latest AI and machine learning approaches to study hundreds of millions of customer interactions.

6:30PM-9:00PM

Warehouse Party

9:00PM-10:30PM

Imagine Dragons Concert

8:00AM-4:00PM

Experience day (add-on)
details here