Karen Kallet

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

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.Thinking OmniCommerce: Being Where Your Customer Needs You To Be
Karen Kallet, Chief Digital Officer, Bank of Internet

2.Avoiding the Creep Factor: Personalizing Experiences Without Crossing A Line
Christopher Barefoot, Vice President of Communications & Guest Relations, Opus One Winery

3.Your Frontline Hates CX: Here’s What To Do About It
Sarah Simon, VoC Consulting Director, Confirmit

4.Hidden ROI in Your CX Initiatives
Speaker to be named, inMoment

5. How Why'd Is Your Customer Experience Gap?
Doug Roerden, Vice President for User Experience Design Strategy, Fidelity Investments

6. The commoditization of data: Why agile customer insight is the new gold standard for decision makers
Jenna Dorman, VP Business Development Tech and Telecom, Vision Critical

7. It’s Not Brain Surgery: Improving Customer Relationships, Profitability, and Capability with Mobile Merged Reality and Virtual Presence
Dr. Bart Guthrie, Neurosurgeon, University of Alabama at Birmingham

8. Be Where Your Customers Are: How To Use Mobile And Social Tech To Enhance CX
Marty Ciszon, Digital Servicing | Senior Manager, Discover

9. High Frequency CX: How Lighter, Better and Frequent Experiences Empower Consumers and Engender Positive Sentiment
David Embree, Product Owner – Mobile & Guest Experience, Lululemon

If you are interested in leading a roundtable during this time, please be in contact with Harvey Golub, at Harvey.golub@wbresearch.com