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 is being developed now, and will include the following types of topics:

CX CULTURE TRACK:
How to Design a CX Team for Long-Term Success
How to Find and Hire CX Superstars
Where Is CX Making the Biggest Impacts and Why?
Using Employee Engagement to Drive a CX Culture
How to Design a CX Team for Long-Term Success

Start by assessing where you are on the CX maturity curve
Stand-alone, part of Marketing, Product, or something else?
What are the key functional CX roles needed at each level of CX maturity?
Formalizing how CX interacts with other functional stakeholders

How to Find and Hire CX Superstars

Core skill sets
Evaluating attitude and personality fit
What industries and roles to look at
Hiring & Transforming High-Performers Inside Your Company

Where Is CX Making the Biggest Impacts and Why?

What industries are most aggressively adopting a CX culture?
Why and what can we learn from this?
What functional departments are being most impacted by CX outputs?
How are these impacts being measured?

Using Employee Engagement to Drive a CX Culture

Defining Employee Experience
How to intentionally engage employees to cultivate empathy and customer centricity
How to hear and understand what motivates employees to care
Proven incentive structures to keep employees focused on customer experience

CUSTOMER UNDERSTANDING TRACK
What Customer Feedback Channels Will Companies Prioritize in 3 Years?
Qualitative Feedback vs. Unstructured Data Analysis
Designing Customer Experiences That Produce CX Insights
Are Real-Time Insights Really Necessary?
Customer Journey Mapping Best Practices
What Customer Feedback Channels Will Companies Prioritize in 3 Years?

You can listen to, observe and understand customers across a growing array of digital and physical touchpoints.
As new AI-powered technologies open up new capabilities like hyper-accurate facial recognition, what channels and technologies will give us the most valuable customer insights?
How do we anticipate and mitigate the negative effects of AI that can understand people and their emotions at scale?

Qualitative Feedback vs. Unstructured Data Analysis

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?

Designing Customer Experiences That Produce CX Insights

Customer experiences can do double-duty, generating behavioural data you can use to improve the core customer experience.
We’ll go through real-world examples of customer journeys engineered to tell you how to optimize them over time.

Are Real-Time Insights Really Necessary?

The promise of AI-powered automation is faster speed to insight, but how fast is fast enough?
Stand-alone, part of Marketing, Product, or something else?
When you’re looking at speed, are you also factoring in time for system configuration and tuning?
Can we quantify the incremental ROI on a minutes-to-insight process vs. a days-or weeks-to-insight one?

Customer Journey Mapping Best Practices

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

MEASUREMENT/DATA TRACK
Which CX Metrics Are Most Useful?
Do Your Customer Experiences Create Loyalty?
How To Communicate CX Metrics Better
Can You Measure the Impact of CX on Marketing, Product and Sales?
Which CX Metrics Are Most Useful?

Everybody measures NPS; what other broad measures of CX success are companies using?
Which success metrics from Marketing and Sales translate to CX, and why? Does a conversion mean you have good CX?
What granular/niche metrics are companies using to measure CX?

Do Your Customer Experiences Create Loyalty?

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

How To Communicate CX Metrics Better

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?

Can You Measure the Impact of CX on Marketing, Product and Sales?

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

CX STRATEGY TRACK
How to Anticipate the Impact of Projects on Core Customer Experiences
Modelingthe Impact of CX Quality on Revenue, Cost, Margin and Retention
Developing a CX Project Qualification Process
How CX Is Driving Innovation in The Best Companies
How to Anticipate the Impact of Projects on Core Customer Experiences

Because CX is impacted by nearly every functional department, unintended consequences can happen.
How companies are thinking through and testing the potential impacts of decisions that may degrade instead of improving CX
Where companies are finding indications that a CX problem is being caused by something unexpected

Modelingthe Impact of CX Quality on Revenue, Cost, Margin and Retention

How companies are prioritizing CX initiatives and investment by aligning them with core business goals
How some companies are benchmarking CX improvements against key sales and marketing KPIs

Developing a CX Project Qualification Process

You can’t act on every CX idea; how do you choose wisely?
How to build a transparent decision framework for evaluating CX projects to ensure your focus stays where it needs to be
How to communicate this project qualification process to stakeholders across the enterprise

How CX Is Driving Innovation in The Best Companies

The potential (and limitations) for using CX insights to drive useful product innovation
How companies have formalized the pipeline of insights from customer journeys to innovations in products and services

OCTOBER 14

3:00pm - 5:00pm
Sponsored Welcome Event TBD
6:00pm - 8:00pm
Welcome cocktail reception

OCTOBER 15

8:00am - 8:50am
Breakfast
9:00am - 10:15am
Sponsor Introductions
10:20am - 11:15am
Workshop Sessions (Everyone together)
11:25am - 12:15pm
Panel Sessions (4 concurrent)
12:20pm - 1:00pm
Lunch
1:10pm - 2:00pm
War Stories Sessions (4 concurrent)
2:10pm - 3:00pm
Roundtable Sessions (4 concurrent)
3:00pm - 3:30pm
Networking break
3:30pm - 4:30pm
Q&A with Sponsors
4:30pm - 5:30pm
Sponsor meetings
6:00pm - 7:00pm
Cocktail reception
7:00pm - 8:30pm
Dinner

OCTOBER 16

8:00am - 8:50am
Breakfast
9:00am - 10:00am
Workshop sessions (4 concurrent)
10:10am - 11:00am
War Stories Sessions (4 concurrent)
11:10am - 12:00pm
Panel Sessions (4 concurrent)
12:10pm - 12:20pm
Closing Remarks

Request an Invitation to Attend

SPEAKERS FROM THE JUNE EVENT

Our speakers are a mix of CX practitioners and CX tech & services companies. We invite all attendees to propose a topic they’d like to speak about. Speakers are selected for the interesting, boundary-pushing things they can tell us, not for the glory of being on stage. There is no stage. Speakers are shoulder-to-shoulder with everyone else, leading a conversation, not lecturing.

Nicholas Zeisler - Common Sense Customer Experience Marketing

Nicholas Zeisler

Director Customer Experience, HP
LinkedIn
Kurt Schroeder - Common Sense - Customer Experience Marketing

Kurt Schroeder

Chief Experience Officer, Avtex
LinkedIn
Wendy Kincaid - Common Sense - Customer Experience Marketing

Wendy Kincaid

VP – Web Strategy, Navient Solutions
LinkedIn
Chris Underwood - Common Sense - Customer Experience Marketing

Chris Underwood

Director of Customer Experience, Fitbit
LinkedIn

Request an Invitation to Attend

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
Common Sense Customer experience Marketing Sponsors - 4Xperience
Luminoso sopnsors Common Sense Customer experience Marketing
VXI
CSCXM19 sponsors - gridspace

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 who attended our last Customer Experience event:

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




Menu