#ExpLoyaltyForum

Agenda-at-a-Glance

For a comprehensive agenda, including full session details
and speaking faculty, download the agenda here.

Day 1
May 11, 2017
Day 2
May 12, 2017

Customer Experience Trendspotting – What Is The Future Of Customer Experience?

Today’s smart and digitally savvy customers are able to decide and choose what they consume, from whom, and how they interact with and consume it. Companies who are able to...
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Christine Viera | Level 3 Communications

Navigating the Future: Creating a Customer Journey Map that Effectively Affects the Bottom-Line

One of the biggest challenges companies face when they want to become customer focused is that their own organization is set up in functional silos.  This becomes very noticeable to...
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Katie Cousino | Health Care Service Corporation
Lisa Crymes | DST Health Solutions

Redefining Marketing in the Age of the Empowered Consumer

Consumers today have more tools at their fingertips than ever before; and they aren’t afraid to use them.

Driving from Insight to Action: Integrating Big Data with Digital Channels to Improve Customer Engagement & Drive Revenue

In this session, we will hear stories as to how the evolution of revenue management and channel distribution has been assisting 1859 Historic Hotels to increase their bookings while improving...
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Josh Henegar | 1859 Historic Hotels

Honoring Our Past in the Modern Day For Awesome Customer Experiences

Many organizations find themselves struggling to adopt the onslaught of modern day technologies while staying true to their heritage.  Sports are a prime example.  How does an organization remain committed...
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Two Birds, One Stone: Spotlight on Bleisure

In this session we introduce the audience to the bleisure phenomenon and its impact on leisure travel and what it means for today’s customers’ experiences.
Ron Hobson | Carlson Wagonlit Travel

Loyalty in 2017 & Beyond – Keeping Your Company Shining Bright in Your Customers’ Eyes

Hear a 30,000-foot and detailed view of what MiLB is doing to reach 50 million attendees by 2026, including the aforementioned MiLB “It’s Fun to Be a Fan” Rewards program,...
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Kurt Hunzeker | Minor League Baseball

Complicated Modern Relationships—Your Brand Identity and Customer Support

Like many modern relationships, the marriage between brand identity and customer support is complicated. It’s likely that your company takes great pains with brand consistency, but unfortunately, that same care...
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Sarah Stealey Reed | Zendesk, Inc

Making it Personal: Tapping Into People’s Passions, Emotions & Interests

In this interactive case-study driven session, we will take a look at how a small organization has created personalized experiences for their customers.  We will examine how to use Big...
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Daniel Moure | PureFormulas, Inc

Following the Location Cookie

In this session, Asif will present case studies on the innovative use cases for location-based marketing.  He will explore the “location cookie” over the course of a customer’s day –...
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Asif Khan | Location Based Marketing Association

Harnessing the Power of Customer Experience

In this session, we will discuss elements that must exist to spark a sustainable customer experience chain reaction and tell the story as to how Freddie Mac handles the multi-layers...
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Dinner & Reception – Manning’s Sports Bar

Join us for dinner, drinks, games, networking and good music. This New Orleans restaurant boasts more than 30 flat screen TVs, including a 13’x7.5’ mega-screen, a sports anchor desk, unique...
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Customer Service Innovation – Staying Ahead of the Competition

The influx of mobile devices has sparked a communication revolution which is driving customer expectations to new levels, which in turn toughens the competitive landscape.  While customer service has often...
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Shifting Perspectives to Align Teams and Engage Guests

In this session, we will walk through a case study from The Beverly Hills Hotel’s famed Polo Lounge where a multidisciplinary team worked together to boost customer engagement metrics.
Alison Anesta | The Beverly Hills Hotel / Dorchester Collection

Identify Top CX Opportunities by Leveraging your Loyalty Program Strategy

The answer to most of your CX challenges lies in the data generated by your loyalty program and by connecting shopper behavior and problem/negative experiences you will be able to...
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Jeff Berry | LoyaltyOne

Establishing a Holistic Long Term CX Strategy Instead of Project Based One

Sometimes it seems like CX strategy involves completing project after project. Often those projects don’t even seem to be cohesive and involve different elements of your customers journey rather than...
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Brent VanTice | EverBank

Growing Consumer Segments – Millennials, Baby Boomers, Women, Affluents & Other Growth Markets

This session, will focus on consumer insights from each of these segments, including their characteristics, preferences and desires.  Strategies, best practices and case studies will also be shared.
Sue Yasav | Synchrony Financial

How to Make Mobile Work for your Business

Almost 60% of Google searches now come from mobile devices, yet many marketers still say mobile doesn’t work for them.  This session will focus on how marketers can make mobile...
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Grace Dolan | Google

Merging Customer Experience and Process Improvement

This session will discuss the methods that Verizon is using to engage and energize front line employees to drive strategic, well thought-out changes that improve the customer experience.
Erin Van Remortel | Verizon

Campfire Conversation: Effectively Measuring the Customer Experience

In the world of Customer Experience Management, it’s no longer a “want” but now a “need” to be able to measure the results of your points of contact with your...
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Lisa Crymes | DST Health Solutions