COMMON SENSE

Customer Experience Marketing

Less Presentation, More Conversation

OCTOBER 14-16, The Westin Michigan Avenue, Chicago

COMMON SENSE
Customer Experience Marketing

Less Presentation, More Conversation

OCTOBER 14-16,
The Westin Michigan Avenue,
Chicago

WHAT IS
COMMON SENSE
Customer Experience Marketing?

It’s an invitation-only conference for 70 Customer Experience leaders and 12 Customer Experience solutions providers. Each session is a conversation, not a presentation. We dig into real-world use cases, and ask hard questions. Our solutions providers (sponsors) are CX experts who are there to listen and brainstorm with you.

War Stories

2 panelists will take us through a CX initiative that was a great success or dismal failure and answer questions about what they learned. No podium, no stage, no PowerPoint.

Panel Sessions

A sponsor will moderate a 3-person panel on a single topic. Questions and conversation will follow. No podium, no stage, no PowerPoint.

Workshops

Attendees will submit CX challenges they need help with ahead of time. We’ll pick the most interesting ones and everyone will sit down and work on solving them, led by sponsors with relevant expertise.

What our attendees have to say

Request an Invitation to Attend

OUR AGENDA

The Common Sense Customer Experience agenda has been developed with input from CX practitioners and CX solutions experts. Together we’re pushing the boundaries of cutting edge CX.

OCTOBER 14

6:00 PM -8:00 PM

Cocktail Reception – Great Lakes Foyer

OCTOBER 15

8:00 AM – 8:50 AM

Breakfast – Great Lakes General Session Room

9:00 AM -10:15 AM

Sponsor Introductions Great Lakes General Session Room

10:20 AM – 11:15 AM

Great Lakes A
War Stories 1
Loyalty programs & Hunting down CX problems
Stuart Cook

Stuart Cook

Valley Bank
Ryan Smith

Ryan Smith

GoDaddy
Great Lakes B
War Stories 2
Moving to content automation & Reworking site UI/UX
Kaylin Durham

Kaylin Durham

Aaron's
Ashley Cary

Ashley Cary

Santander Bank
Great Lakes D
War Stories 3
Fighting CX complacency & Changing a call center culture
Stuart Gilchriest

Stuart Gilchriest

Hertz
Sue Anderson - Sunrun

Sue Anderson

Sunrun
Great Lakes E
War Stories 4
Aligning CX research & analytics to business transformation & Improving sales agent onboarding
Kristina McCollam

Kristina McCollam

Assurant Global Preneed
Michelle Buretta

Michelle Buretta

Lenovo

11:25 AM – 12:15 PM

Great Lakes A
Panel session 1
Customer Understanding Track
Customer Journey Mapping Best Practices

Moderator:

Dan Maloney

Dan Maloney

Thunderhead

Panelists:

Keith Kmett

Keith Kmett

Principal Financial
Dan Lader

Dan Lader

T. Rowe Price
Kimberly Carpenter

Kimberly Carpenter

NRG

Description:
How do your maps translate to execution?
Which software tools are offering useful innovations?
What overlooked tools should you be considering?

Great Lakes B
Panel session 2
Measurement/Data Track
How To Communicate CX Metrics Better

Moderator:

Scott Harris

Scott Harris

Social Survey

Panelists:

Don Elliott

Don Elliott

First National Bank of Omaha
Irene Jimenez Diaz

Irene Jimenez Diaz

Zoetis Pharma

Description:
Making sure stakeholders and staff understand what the numbers mean.
How should metrics be interpreted, and how are metrics commonly misinterpreted?
How do you include the impact of individuals and functional groups on the metrics?

Great Lakes D
Panel session 3
CX Culture Track
Jumpstarting CX in a company with resistance

Moderator:

Ryan Squire

Ryan Squire

Dynamit

Panelists:

Brad Barrish

Brad Barrish

Sonos
Rebecca Hall

Rebecca Hall

Helen of Troy
Gratia Carver

Gratia Carver

Blue Cross Blue Shield of Kansas City

Description:
Few companies embrace CX without some cultural resistance. In this session we’ll walk through proven methods to overcome that resistance.

Great Lakes E
Panel session 4
CX Strategy Track
Getting the most out of loyalty programs

Moderator:

Brian Timmons

Brian Timmons

Topbox

Panelists:

Kristine Hung

Kristine Hung

Savers
Francisco Lomparte

Francisco Lomparte

BT
Brandon McGovern

Brandon McGovern

HP Inc

Description:
Loyalty programs can be perceived as an earned discount or something that really turns customers into brand advocates. We’ll discuss how to accomplish the latter.

12:20 PM – 01:00 PM

Lunch – Great Lakes General Session Room

1:10 PM – 02:00 PM

Great Lakes A
Panel session 5
Customer Understanding Track
Qualitative feedback vs. unstructured data analysis

Moderator:

Steven Plaat

Steven Plaat

Thematic

Panelists:

Kari Mickelson

Kari Mickelson

Moneygram
Ben Lightner

Ben Lightner

MedifastInc.

Description:
How and when should you integrate learnings from individual customer conversations with insights from high-volume analysis of complaints, questions, reviews or trouble tickets?
How does one inform the other?
What do you do when they are telling you different things?

Great Lakes B
Panel session 6
Measurement/Data Track
Transforming a CX organization to a profit center in the eyes of
your CFO

Moderator:

Timothy Rauschenbach

Timothy Rauschenbach

Flagstar Bank

Panelists:

Mary Beth LoVerdi

Mary Beth LoVerdi

Northern Trust
Brian Edwards

Brian Edwards

GEHA

Description:
CX and customer support are by default categorized as cost centers. This session will provide insights into how to re-frame CX as a profit center to your CFO.

Great Lakes D
Panel session 7
CX Culture Track
Can you measure the impact of CX on Marketing, Product and Sales?

Moderator:

Chris Stark

Chris Stark

Topbox

Panelists:

Sarah Ross

Sarah Ross

The Standard
Rick Johnstone

Rick Johnstone

The Standard
Michelle Buretta

Michelle Buretta

Lenovo
Scott Harris

Scott Harris

SocialSurvey

Description:
How companies are tying CX activities to outcomes in other functional departments Designing experiences with impact metrics in mind How Marketing, Product and Sales are taking the lead in better leveraging CX teams for better outcomes.

Great Lakes E
Panel session 8
CX Strategy Track
Implementing a CXM program in a matrixed organization

Moderator:

Peter Fogelsanger

Peter Fogelsanger

Thunderhead

Panelists:

Shaun Hill

Shaun Hill

Equifax
Jessica Ludvigsen

Jessica Ludvigsen

Woodforest National Bank

Description:
Implementing CX programs across business units in an enterprise can feel like herding cats. This session will dig into how to succeed in the face of organizational obstacles.

2:10 PM – 03:00 PM

Great Lakes A
Workshop Session
How to Connect Your Brand Promise and Customer Expectations to Achieve Business Goals

Facilitated by

DYNAMIT

Description:
Your brand promise defines what customers can expect from their interactions with your brand, and serves as the rally cry for your organization. In this exercise, we’ll show you how to align each customer touchpoint with the expectations created by your brand promise in order to drive ROI and business impact. The result: an approach that gets your team excited to deliver experiences aligned to customer expectations and fulfil your brand promise.

Great Lakes B
Workshop Session
Automate Improvement: Building the perfect CX strategy to drive behavior, improve customer experiences and power your brand

Facilitated by

Social Survey

Description:
CX today has evolved. Uber and Airbnb measure moments, gamify behavior, improve brand & culture and create new business with their highly automated CX strategies. Let’s discuss this CX puzzle and how you leverage it to drive behavior, improve customer experiences and power your brand with automation.

Great Lakes D
Workshop Session
How to effectively collect customer feedback to improve engagement when users aren’t buyers

Facilitated by

Luminoso sopnsors Common Sense Customer experience Marketing

Description:
Using a combination of un-biased open-ended, leading open-ended, and a Score question, your user feedback analysis will identify ROI and success drivers to help build a compelling case to influence decision makers.

3:00 PM – 3:30 PM

Networking Break – Great Lakes Foyer

3:30 PM – 5:30 PM

Sponsor Demos & Meetings – Great Lakes Foyer

6:00 PM – 7:00 PM

Cocktail Reception – Great Lakes Foyer

7:00 PM – 8:30 PM

Dinner – Great Lakes General Session Room

OCTOBER 16

8:00 AM – 8:50 AM

Breakfast – Great Lakes General Session Room

9:00 AM – 10:00 AM

Great Lakes A
War Stories 5
A surprising NPS discovery & Socializing NPS in B2B
Don Elliott

Don Elliott

First National Bank of Omaha
Irene Jimenez Diaz

Irene Jimenez Diaz

Zoetis Pharma
Great Lakes B
War Stories 6
Reinventing in-store CX & Improving ratings & reviews
Kristine Hung

Kristine Hung

Savers
Rebecca Hall

Rebecca Hall

Helen of Troy
Great Lakes D
War Stories 7
Delivering analytics at scale & Rebranding challenge
Mary Beth LoVerdi

Mary Beth LoVerdi

Northern Trust
Ben Lightner

Ben Lightner

MedifastInc.
Great Lakes E
War Stories 8
Employee experience challenges & Winning executive buy-in
Karen Walker - Humana

Karen Walker

Humana
Kari Mickelson

Kari Mickelson

MoneyGram International

10:10 AM – 11:00 AM

Great Lakes A
Panel session 9
Customer Understanding Track
Customer Surveys and asking the right questions

Moderator:

Jesse Rauch

Jesse Rauch

Luminoso

Panelists:

Brittany O'Rorke

Brittany O'Rorke

Caliber
Kristina McCollam

Kristina McCollam

Assurant Global Preneed

Description:
Asking the right questions in customer surveys is a critical art and science. The penalties for getting it wrong are considerable, so this session will focus on getting it right.

Great Lakes B
Panel session 10
Measurement/Data Track
Do your customer experiences create loyalty?

Moderator:

Steven Plaat

Steven Plaat

Thematic

Panelists:

Karine Poulin

Karine Poulin

Air Canada
Karen Walker - Humana

Karen Walker

Humana

Description:
Being happy with an experience will not necessarily create loyalty if the “must-have” elements are missing.
How companies are providing feedback to staff to ensure they’re delivering the specific elements of the experience that advance business goals.
What behavioural data can point to missing core experience elements for digital experiences.

Great Lakes D
Panel session 11
CX Culture Track
How to Design a CX Team for Long-Term Success

Moderator:

Chris Stark

Chris Stark

Topbox

Panelists:

Stuart Gilchriest

Stuart Gilchriest

Hertz
Melinda Keith

Melinda Keith

Hunter Douglas

Description:
What are the essential foundational roles and the critical secondary roles? Where inside or outside the organization should you look for these people? How should the CX team be connected with the departments it supports?

Great Lakes E
Panel session 12
CX Strategy Track
Funding Digital Transformation

Moderator:

Ryan Squire

Ryan Squire

Dynamit

Panelists:

John Campbell

John Campbell

CNA Insurance
Kevin T. McAuliffe

Kevin T. McAuliffe

Wyndham Destinations

Description:
How to fund digital transformation, while keeping focus on ever changing consumer needs and the bottom line. How do you navigate culture, revenue, people and process to make this happen?

11:10 AM – 12:00 PM

Great Lakes A
Roundtable session 13
Customer Understanding Track
Conversational AI to drive CX and revenue

Moderator:

Don Simpson

Don Simpson

MarketLinc

Description:
How to use machine learning, chatbots, and human sales agents to engage the right visitors at the right time to maximize CX and revenue.

Great Lakes B
Panel session 14
Measurement/Data Track
Customer Effort Score as a new KPI

Moderator:

Jessica Pfeifer

Jessica Pfeifer

Wootric

Panelists:

Jeff Shah

Jeff Shah

The New York Times
Matt Eaves

Matt Eaves

University Hospitals

Description:
Customer effort is the best predictor of long-term customer loyalty and provides a really interesting lens to look at the customer experience through. “How can we reduce the amount of effort the customer needs to exert to solve their problem?”

Great Lakes D
Roundtable session 15
CX Culture Track
How to design customer experiences for industries being disrupted

Moderator:

Cory Davison

Cory Davison

4Xperience

Panelists:

Sam Guzik

Sam Guzik

Hearst Newspapers
Michael Villasenor

Michael Villasenor

Hearst Newspapers

Description:
Consumers get their news, buying recommendations, brand reputation ideas and more from disruptive forces like social media and web search. How can companies fighting this disruption design better customer experiences across channels.

Great Lakes E
Panel session 16
CX Strategy Track
How AI can predict customer intent in real time to boost CX?

Moderator:

Mike Romeri

Mike Romeri

Analytics2Go

Panelists:

Andy Fruhling

Andy Fruhling

Nokia
Brian Wolfe

Brian Wolfe

Harman International
Frank Lepannetier

Frank Lepannetier

RoomIt by CWT

Description:
Emerging AI technology is now being developed to help sales, contact centerand other customer-facing employees deliver superior customer experience.

12:10 PM – 12:20 PM

Closing Remarks – Great Lakes General Session Room

OUR PRICING

CX professionals who meet our qualification criteria attend at no cost. We cover the conference program, travel, food and lodging.

You must be a Customer Experience leader or someone who drives a significant portion of your company's CX strategy
You must have buying authority for CX technology or services within your company
We welcome B2C and B2B companies, but skew towards B2C
You must complete a brief qualification call

OUR SPONSORS

Luminoso sopnsors Common Sense Customer experience Marketing
go Moxie
DYNAMIT
topbox
Thunderhead
Social Survey
Wootric
CSCXM19 sponsors - gridspace
VXI
Observe.ai
Common Sense Customer experience Marketing Sponsors - 4Xperience
Keatext
MarketLinc

Become a Common Sense Customer Experience Marketing Sponsor

Common Sense CXM is designed to provide sponsors with time to listen, engage and build relationships with CX leaders.

Our CX practitioners want to spend quality time with our sponsors, so we don’t have to force the issue.

Companies attending Common Sense Customer Experience Marketing

Request a Sponsorship Prospectus

VENUE & REGISTRATION

VENUE

The Westin Michigan Avenue, Chicago, IL, USA

CALL TO REGISTER

Mitch Speers +1 917-750-7287

Ash Prasad +1 218-389-7816

REGISTER HERE




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