Bill Albert

Executive Director, User Experience Center
Bentley University

Bill is the Executive Director of the User Experience Center at Bentley University and also teaches in the UX graduate program at Bentley. He is co-author of two UX books: Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics and Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies. He is Co-Editor in Chief of the Journal of Usability Studies, and loves to bridge academic research and the practice of UX. Twitter: @UXMetrics

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

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Day Two: Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset

Monday, February 6th, 2017

12:15 PANEL: Say No to Silos! Centering Customer Experience By Blurring Siloed Department Lines

Customers expect the experience across all of touchpoints, both online and off, to be consistent and seamless. How can this experience be seamless if the internal departments that have control over each experience are siloed and don’t work with each other to coordinate the whole customer journey? Join this panel to here more about:

• Pinpoint the internal departments you need to collaborate within in order to have an end to end picture of your customer
• Build relationships with these business partners and department heads in order to understand their priorities and help them understand yours
• Instill the importance of customer experience across the organization with trainings and CX advocates
• Create common objectives and organizational goals

15:00 PANEL: Mentorship, Rewards or A Bit of Both: What Sustains Employee Motivation?

How can you ensure employees are engaged, understand their role and are recognized for it? In this panel, find out how to shift employee KPI’s and metrics to be more customer-centered and continue to motivate, inspire and empower them to deliver exceptional experiences. Panelists will discuss: • What are some of the methods for incentivizing and recognizing associates? • Does one method foster a stronger sense of accountability and employee empowerment? • Does mentorship and active weekly meetings or trainings help motivate employees? • Who provides the best mentorship and coaching? What training goes into training the coaches?