Ann Marie Cilley

Director, New Ventures Experience Design
Goodyear

Check out the incredible speaker line-up to see who will be joining Ann Marie.

Download The Latest Agenda

Day One: Mining, Mapping and Measuring: How to Master Essential CX Strategies

Friday, January 6th, 2017

14:25 Workshop A: The Merits of Mapping- What are the First Steps?

Join this session to learn the importance of mapping your customer’s end-to-end journey and begin to understand the basics of what goes into a workable journey map
• Understand the tools needed to make a journey map along with who should be involved with the process
• Identify the practical applications of journey mapping, such as uncovering customer pain points and gaining c-suite buy-in

Day THree: Brace Yourself, Even MORE Disruption is Coming: Meeting the Needs of Your Customer in 2025

Friday, May 3rd, 2019

11:35 The Skillset Needed For the Next Generation of Customer Experience Practitioners

As the discipline of CX matures and the c-suite continues to realize the importance of measuring and acting on customer experience strategies, the skillset needed by cx practitioners needs to mature along with it. Hard skills along with soft skills will be needed. Join this session led by Ann Marie Cilley to hear more about what cx teams should be looking for when hiring for their strategic functions, skills like:

·· Working with internal business partners to execute CX strategies
·· Working quickly and agilely to get new strategies to market
·· Understanding your customer at the deepest level
·· Working hard to effect change within the company that will bring the customer into the center of everything you do.