#ExpLoyaltyForum

Agenda-at-a-Glance

Day 1
May 10, 2018
Day 2
May 11, 2018

Opening Remarks

Asif Khan | Location Based Marketing Association

Using Feedback to Improve Engagement and Experiences

This session, will examine methods as how to better “listen” to your customer and in turn use that feedback to improve the overall customer experience through better engagement.
Shelly Glenn | Florida Cancer Specialists

Shift Happens! How to Communicate, Engage, Inspire and Facilitate Business-Driven Change to Your Team

In this interactive session we will hear and exchange ideas as to how to best: Communicate change to customer service staff Examine the needed skill-sets in this changing and evolving...
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Lacey Bochantin | Monsanto
Todd Coutee | Lubys Fuddruckers Restaurants

Voice of the Customer (VoC) in Today’s Digital World

In this interactive session, we will discuss best practices on how to cut through the clutter and drive customer engagement while reaping the rewards of improved customer relations.
Abby Covert | Etsy, Inc.

Implementing “New” Self Service to Improve Customer Experiences while Reducing Costs

Companies that are able to add multiple self-service channels, including SMS, can take advantage of advanced and sophisticated automation, but the reality is most organizations aren’t even allowed to change...
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Lance Gruner | Mastercard

It’s Not All Fun & Games, OR Is It? Utilizing Gamification to Enhance Your Brand

In this session, we will examine ways that you can incorporate gamification to create excitement and encourage better retention of key messages.
Jonathan Nouri | Hilton

Creating Moments That Matter: How Hallmark Empowers Frontline Associates to Deliver a Personalized Customer Experience

In this interactive and discussion-based session, we will take a look at Hallmark and other organizations empower their associates to create a personalized customer experience.
Belinda Holiday | Salt River Project
Rhonda Basler | Hallmark

Navigating the Multi-Device Universe: Creating Consistent Content Across Multiple Platforms

Keeping your customers engaged is critical to your bottom line, not only do you need to anticipate what they want, but now you need to figure out how and where...
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Meg Ryan | Atlanta Hawks and Philips Arena

Aviation and the Future of Customer Experience: Enhancing CX by Partnering with Government Agencies

In this session, we will discuss ways that CX is growing throughout the travel/aviation industry and how working with government agencies has assisted.
Robert Hightower | DFW Airport
Kevin Smith | DFW International Airport

Omnichannel Experiences in the Modern World

Emily Vince, Zendesk’s Senior Product Marketing Manager, will be talking about how to improve your relationships with customers using omnichannel support. We will be looking at an omnichannel journey through...
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Emily Vince | Zendesk

Day One Closing Remarks

Asif Khan | Location Based Marketing Association

Opening Remarks

Asif Khan | Location Based Marketing Association

Location-Based Marketing is More than Mobile Marketing: Utilizing Mobile Data & Smart Technologies to Provide More Effective Customer Experiences

In this session, we will examine best practices as to how organizations are utilizing various location-based services to improve the CX they provide and what it has meant to their...
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Asif Khan | Location Based Marketing Association

Designing a World-Class Incentive Program and Consumer Experience to Improve Health and Increase Loyalty

In this interactive case-study-style session, Humana will share insight into how they have created an incentive program that ties in Consumer Experience to improve health and increase loyalty.
Stuart Slutzky | Humana Wellness Solutions

Winning at Amazon! How Wahl Clippers is Utilizing Customer-Centric Marketing in Today’s Digital World

Join this session to learn how Wahl Clippers is utilizing customer-centric marketing, we will look at such things as: Boosting process agility to serve much micro-targeting and ever-changing preferences Refining...
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Steven Yde | Wahl Clipper Corp

Outside-In: Three Ways FedEx is Reshaping Customer Experience in the Digital Age

Customers are increasingly comparing their digital experiences across brands and industries. In the age of the customer, there is a heightened expectation for an intuitive and seamless digital experience.  Brands...
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Rebecca Huling | FedEx Services

Why “Effortless Experience” Beats “Delight” Every Time!

Join us in this engaging session to hear how one company is making “effortless experience” their priority.
Sara Laskey | The MetroHealth System

Building a Customer Experience Function Focused on Governance & Culture

AARP has created a high value and personalized experience across the entire enterprise and is supported by a culture that puts the needs and interests of AARP members, prospects and...
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Michelle Musgrove | AARP

Closing Remarks

Asif Khan | Location Based Marketing Association