Next Generation Customer Experience 2017 (past event)
March 27 - 29, 2017
Contact Us: 1.888.482.6012
Janis Avila
Managing Director, Residential Lending Client Experience
Union Bank
Check out the incredible speaker line-up to see who will be joining Janis.
Download The Latest AgendaDay One: Mining, Mapping and Measuring: How to Master Essential CX Strategies
Friday, January 6th, 2017
16:20 Champagne Roundtable Discussions (35 Minute Back to Back Tables):
Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience. Don’t be shy! Ask questions (or answer them!) of other conference attendees who are dealing with the same challenges as you.
•Network with industry peers with very similar challenges, interests and responsibilities
•Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert
•Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 35 minutes
1.Get it Right: Competing and Winning on Customer Experience (CX)
Eric Feinberg, VP of Marketing, ForeSee
2.How to Improve CX for Your Best Customers
Jennifer Marrazo, Senior Manager, Membership & Experience, BJ’s Wholesale
3.Developing Strong B2B Customer Relationships
Kevin Roskopf, Director of Customer Relations, Industries for the Blind, Inc
4.Giving Your Customer Visibility Into Their Interactions With You
Janis Avila, Head of Customer Experience, Union Bank
5. Using Customer Segmentation to Curate the On-Call Experience
Jessica Hall, Customer Experience Strategist, Zappos
6. Healthcare/Hospital System Roundtable: Healthcare Literacy
Doris Lopez, Interim Executive Director, UCSF Benioff Children's Hospital Oakland
7. Making the CX Mapping Process Multi-Task – How to take your insights to the next level
Valerie Peck, CEO, SuiteCX
Over the years we have been asked if Mapping is a one and done effort and how you might leverage your investment in the work you do to understand your CX more widely. This roundtable addresses a few of the questions we have been asked over the years:
• How do I apply CEM/CJM to my day to day business?
• Do particular mapping exercises result in different outcomes?
• What should I actually be measuring? Touchpoints or Journeys?
• Developing and using your Outside in and Inside out Metrics
• Are there case studies that show successes – revenue, retention, strategy?
• Digital Maps Vs. Paper? What is the advantage?
•Network with industry peers with very similar challenges, interests and responsibilities
•Take a deep dive into a niche topic in an intimate and informal setting moderated by a subject matter expert
•Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 35 minutes
1.Get it Right: Competing and Winning on Customer Experience (CX)
Eric Feinberg, VP of Marketing, ForeSee
2.How to Improve CX for Your Best Customers
Jennifer Marrazo, Senior Manager, Membership & Experience, BJ’s Wholesale
3.Developing Strong B2B Customer Relationships
Kevin Roskopf, Director of Customer Relations, Industries for the Blind, Inc
4.Giving Your Customer Visibility Into Their Interactions With You
Janis Avila, Head of Customer Experience, Union Bank
5. Using Customer Segmentation to Curate the On-Call Experience
Jessica Hall, Customer Experience Strategist, Zappos
6. Healthcare/Hospital System Roundtable: Healthcare Literacy
Doris Lopez, Interim Executive Director, UCSF Benioff Children's Hospital Oakland
7. Making the CX Mapping Process Multi-Task – How to take your insights to the next level
Valerie Peck, CEO, SuiteCX
Over the years we have been asked if Mapping is a one and done effort and how you might leverage your investment in the work you do to understand your CX more widely. This roundtable addresses a few of the questions we have been asked over the years:
• How do I apply CEM/CJM to my day to day business?
• Do particular mapping exercises result in different outcomes?
• What should I actually be measuring? Touchpoints or Journeys?
• Developing and using your Outside in and Inside out Metrics
• Are there case studies that show successes – revenue, retention, strategy?
• Digital Maps Vs. Paper? What is the advantage?