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Industry Tour

Speaker Faculty

Phone: 623-234-2843Email: chad@execsintheknow.comWeb: www.execsintheknow.com/events/crs-phoenix

Efrain IrizarryDirector, REDcardGuest Services & CollectionsTarget

Carolyn Matseshe-Crawford VP, Global Customer Experience Services Orbitz

Michele Watson VP Customer Care & Payments & Risk Walmart.com

Elias HakimVP Operations Global Business Services UPS

Brian DennisVP Customer ExperienceKohl’s Department Stores

Catherine JensenVice President, Customer ExperienceSony Computer Entertainment America LLC

Jeff CampVice President,Call Center OperationsTXU Energy

Ginna SauerweinManaging DirectorFedEx TechConnectWestern Region

Michael MartinSenior Vice-PresidentChannel OptimizationCIBC Retail And Business Banking

Kathryn McGavickCorporate Vice President, Customer SupportOuterwall

LeAnne CrockerDirector - Global Reservation OperationsDesign & Learning CommunicationsHyatt

Razia RichterSenior Vice President Chief Customer OfficerPetco

Scott ShuteVice President of Global Customer OperationsLinkedIn

Tim HicklerVP WW Customer ServiceAmazon

Lisa OswaldSenior Vice President, Customer ServiceTravelzoo Inc.

Sally McMahonVice President Channel ManagementSiriusXM

Andrew PineVice President, Customer RelationsPorsche Cars North America

inspiring minds

Re-thinking the competitive landscape of customer care

THANK YOU to the 2016 Advisory Board

The Customer Response Summit is about connecting with like-minded peers that are obsessed with servicing the customer. CRS provides many great opportunities to network and learn from attendees, speakers and industry experts.

• Identify best practices and discuss innovative ideas on how to serve your customer, through emerging channels.

• Ensure your brand is part of the customer success movement.

• Benchmark how brands are servicing the Connected Consumer. How does your company compare?

• Brainstorm and create customer care strategy plans within small groups. You will walk away with knowledge and ideas to take back to your team.

5 REASONS TO REGISTER TODAY Best Practices and Thought Leadership: The best minds

in customer care and customer experience will be on hand to educate, motivate, and inspire new ideas for you to take back to your team.

Industry Awareness and Education: Working with our research partner COPC Inc., Execs In The Know creates a bi-annual Customer Experience Benchmarking Study. One installment focuses on Corporate Insights and the other on Consumer Insights. While at CRS Phoenix you will get the opportunity to review the 2015 Corporate Report in detail with industry experts.

Networking: We love to network! Networking is the cornerstone to learning, opportunities, and fun. Each day has customized networking events. In addition, we create networking “moments” throughout the conference agenda to ensure that even shy people are driven to network.

A Personalized Experience: Our team is focused on ensuring that you get the most of your conference experience. We strive to understand your conference goals and help you find the right information and contacts. We focus on developing the right size and the right audience for each event, to help ensure your experience exceeds your expectations.

Brand-to-Brand Mentoring: Mentoring is the key to personal and business success. Brand-to-Brand mentoring is the key to customer success. Our 3 day Summit will allow you to learn from your peers and take back valuable insight to your brand.

CUSTOMER CARE FOR THE CONNECTED CONSUMER - FEB 23-25, 2016

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2:00pm-5:00pm GoDaddy Tour

During the one hour tour, you will get a chance to explore the two story, 150,000 square foot, state-of-the-art Global Technology Center, located in Tempe, Arizona. You can tour various departments and learn the multi-channel strategy that GoDaddy relies on to engage with their customers. From the open, collaborative work environment, to the employee-friendly amenities including fitness area, game center, go-kart track, putting green, basketball court and full-service kitchen with on-site chefs, you will not want to miss touring the GoDaddy Global TechnologyCenter.

5:30pm-7:30pm Welcome Reception & Registration Sponsored by:

Agenda Pre-Conference Tuesday, February 23rd, 2016

7:30am-8:30am Registration & Breakfast

8:30am-8:45am Conference Kickoff

8:45am-9:45am Keynote- TBA

9:45am-10:30am Benchmark Panel - Corporate Report

The 2015 CXMB Series Corporate Edition results are in. Find out how your program stacks up, and discover what insights this year’s findings reveal to top brands within our community.

10:30am-11:00am Break

Agenda Main ConferenceDay 1

Wednesday, February 24th, 2016Location: JW Marriott Desert Ridge

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Agenda Main Conference

11:00am-12:00pm Customer Shop Talk

Customer Shop Talk sessions are small industry expert led discussions, on a laser focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking 4 of the 10 sessions to attend. Each discussion allows you 30 minutes to collaborate with your peers on your topic of choice.

Learn more about:

• Social AI Technology

• Omni-Channel Management

• Personalized Customer Journeys

• Next Level Business Analytics

12:00pm-1:00pm Lunch

1:00pm-2:00pm Customer Shop Talk

Customer Shop Talk sessions are small industry expert led discussions, on a laser focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking 4 of the 10 sessions to attend. Each discussion allows you 30 minutes to collaborate with your peers on your topic of choice.

Learn more about:

• Social AI Technology

• Omni-Channel Management

• Personalized Customer Journeys

• Next Level Business Analytics

2:00pm-2:45pm Why do bad Things Happen to Good Data? Some say that “data is the new oil”, the fuel that runs the twenty-first century economy. Data itself isn’t good or bad—that’s in how you use it. Consumers are both the beneficiaries of data handled well and the victims of data handled indiscriminately (or worse). This panel will focus on the data available to help organizations better engage with and serve their customers. It crosses channels. It crosses applications. It crosses processes. It crosses departments. And it crosses eyes! And we’re really just on the tip of the iceberg. This session will make you think hard about the data you have, the data you could have, and how to turn it into actionable intelligence for good.

Learn how to:

• Identify and prioritize the data needed for improving customer engagement

• Use contextual data to improve customer experience in real time

• Leverage aggregated data for understanding and optimizing customer journeys

• Blend customer and employee data to better understand employee performance

• Have a business-driven conversation with IT about customer engagement data

• Develop an ROI for data projects

Day 1Wednesday, February 24th, 2016

Location: JW Marriott Desert Ridge

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Agenda Main Conference

2:45pm-3:15pm Break

3:15pm-4:00pm The Impact of Digital Disruption on Your Customer Engagement Strategies

Companies can have the glass is half full or half empty perspective when it comes to digital disruption. The concept of digital disruption can be scary, chaotic, and cause decision paralysis. However, with the right vision and plan it can be exciting, empowering, and inspiring. Digital disruption is creating an opportunity to engage with our customers in a deeper, more meaningful way.

Your customer’s pace of adoption is driving critical changes to your customer engagement technologies, processes, and data management. Join this panel of brand experts for a lively discussion and debate on the impact, and potential service options, of digital disruption on customer engagement strategies.

4:00pm-4:45pm Keynote - TBA

6:00pm-7:00pm Cocktail Hour

Sponsored by:

7:00pm-10:00pm Evening Networking Event

Sponsored by:

Day 1Wednesday, February 24th, 2016

Location: JW Marriott Desert Ridge

Moderator - Amit ShankardassEVP MarketingTeleperformance

Elias HakimVP Operations Global Business Services UPS

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Agenda Main Conference

8:00am-9:00am Registration & Breakfast

9:00am-9:15am Day 2 Kickoff

9:15am-10:15am Keynote - TBA

10:15am-11:00am Uber-Channel Shifts - Lessons Learned From the 2015 Holiday Season

Buyer behavior is changing—fast and furiously. 2015 was the first holiday season in which disruptive technologies (mobile and the internet) may have outsold brick and mortar stores. With younger demographics and easier channel access driving this drastic shift in how a sale may start and finish, a new crop of opportunities and issues arise.

Join this panel of savvy-retail customer experience experts as they share their trials and tribulations from the 2015 holiday season, along with the lessons learned for 2016. Highlights will be shared from the recent Dialog Direct - Customer Rage Study on what customers really want, setting the stage for a robust discussion on the dos and don’ts of managing the online and brick and mortar peak season.

As a participant, you are invited to weigh in on your experience, offer panelists advice, and ask your brilliant questions. Participants will take away key learnings around the omni-channel buying shift, to understand how to apply lessons learned to various industry customer service programs.

Day 2Thursday, February 25th, 2016

Location: JW Marriott Desert Ridge

Moderator - Mary MurcottPresident, The Customer Experience InstituteDialog Direct

Efrain IrizarryDirector, REDcardGuest Services & CollectionsTarget

Brian DennisVP Customer ExperienceKohl’s Department Stores

Michele Watson VP Customer Care & Payments & Risk Walmart.com

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Agenda Main Conference

11:00am-11:15am Break

11:15am-12:00pm Case Studies

12:00pm-1:00pm Lunch

1:00pm-1:45pm Panel

1:45pm-2:30pm Closing Keynote - TBA

Day 2Thursday, February 25th, 2016

Location: JW Marriott Desert Ridge

Well organized and valuable sessions. The networking opportunities to talk to peers in the customer space is highly valuable.

- Aaron McMillan, Managing Director – Quality Services, Applications & Refunds, United Airlines

Action packed. Great mix of brands.”

- Michael Martin, SVP, CIBC

The food, venue and overall agenda was excellent. I feel this event has a higher level attendee which makes for very productive conversation.

- Ginna Sauerwein, Managing Director, FedEx TechConnect

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chad@execsintheknow.com 623-234-2843www.execsintheknow.com/events/crs-phoenix

REGISTER FOR CR SUMMIT PHOENIX

PAST CR SUMMIT FEEDBACK

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