CX SF 2019

October 17 – 18  |  San Francisco Marriott Marquis

VIP Sessions

Wednesday, Oct 16
3:30 pm – 5:30 pm

Women’s Networking Forum

High Impact Leadership: Leveraging Gender Based Traits


During this session, we will share and explore gender-specific findings from our leadership study, specifically looking at the leadership traits that female leaders believe are most important and which leadership traits they are more effective on. We will go beyond the data and discuss the implications of these insights. You’ll also learn to increase your influence, expand your reach, gain greater confidence and elevate your success by masterminding with other accomplished leaders across industries.

The session will be focused on empowering women leaders in the workforce; however, we encourage anyone to join and participate.

To learn more about this session, click here.


Speakers:
Marisa Kopec, Vice President, Innovation and Product Management, Forrester


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*Please note: This networking Forum is open to CX SF Forum attendees and Leadership Board members attending the member meeting onsite at CX SF only.


Thursday, Oct 17
7:30 am – 8:20 am

VIP Breakfast sponsored by AnswerLab

Voice Experiences: Are You Talking with Your Customers or at Them?


You’ve only got one chance to get voice right – consumers rarely re-visit a voice application once they’ve had a poor first experience. The most important tool available to CX leaders to create compelling voice experiences – and to avoid costly mistakes – is user research. This interactive discussion will share case studies, practical examples, and a framework to ensure you create voice experiences that address the right customer problems and drive greater engagement.


Speakers:
Patrick Carney, UX Strategy Manager, AnswerLab


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7:30 am – 8:20 am

VIP Breakfast sponsored by Bold360 by LogMeIn

Using Technology to Bring Humanity Back to Customer Engagement


Creating good customer experiences is all about making an emotional connection with your customer. Many businesses have been reluctant to weave new technologies like AI chatbots and smart assistants into their customers’ journeys for fear that these technologies take the humanity, or the emotional connection, out of the experience.

But this way of thinking pits humanity against technology and misses a key opportunity that AI and machine learning offer: to bring humanity back to customer engagement through the harmonious convergence of humans and technology.

Join Amber Gregorio, Senior Product Marketing Manager for Bold360 at LogMeIn, as we explore how real-world companies are weaving compassion, flexibility and authenticity into digital interactions.

Topics we will cover include:

  • A look at digital business today and technology’s “human” role
  • Expectations from the next generation of customers
  • Examples of how technology enables human connection


Speakers:
Amber Gregorio, Senior Product Marketing Manager, Bold360 by LogMeIn


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11:00 am – 11:40 am

VIP Session: Innovate Your CX Measurement To Drive CX Success


Effectively measuring CX is critical for an organization to understand how they anticipate customer needs, differentiate, and exceed customer expectations. Join us for an interactive 40-minute session to learn how to identify the right in-journey signal metrics that will enable you to innovate your customer experience program and execution. During this session, we will:

  • Conduct an overview of key frameworks that enable CX measurement success
  • Link CX to business success and innovation
  • Conduct an exercise to identify and define metrics for your organization across a generic customer life cycle
  • Help you understand how operational metrics correlate to customer perceptions
  • Discuss how to leverage real-time analytics to enable you to react immediately to CX problems


Speakers:
Kara Hoisington, Senior Consultant, Forrester
Jonathan Masland, Principal Consultant, Forrester


This session is invite-only, and RSVPs will be accepted on a first-come, first-served basis.

Please email Annarose Shea at ashea@forrester.com if you have any questions.


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12:20 pm – 1:20 pm

VIP Lunch sponsored by UserZoom

Experience Design: Are Your Insights Future-Proof?


As more customer interactions take place in the digital realm, understanding and optimizing these touchpoints is increasingly critical to the overall customer journey. But are you getting the complete picture on your digital experience? By leveraging UX insights, CX leaders have an opportunity to make better, more confident decisions to deliver exceptional experiences—across every touchpoint.


Speakers:
Alfonso de la Nuez, Co-Founder and Co-CEO, UserZoom
Christian Rohrer, Principal and Founder, xdStrategy


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12:20 pm – 1:20 pm

VIP Lunch sponsored by Usermind

How US Bank And UnitedHealthcare Built CX Powerhouses In Complex Enterprises


Join leaders at UnitedHealthcare and US Bank for a practical discussion on how they use CX and journeys to rise above disruption in their industries with two very different strategic approaches: CX vs Product led. You’ll learn how they built high-performing orgs, discovered their path to journey orchestration, and the lessons they learned along the way.


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12:20 pm – 1:20 pm

Fast Track To CX Certification: Interactive Classroom Session


This live classroom experience of “Lesson 6: Telling The ROI Story,” from Forrester’s CX Foundations course, is your head start to building useful ROI models for CX, and using storytelling tactics to build buy-in. After attending, continue to our unique online learning program to cement your understanding of critical CX knowledge and skills, gain hands-on experience with our CX Toolkit, and earn your certification as a CX Pro.

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Speakers:
Harley Manning, Vice President, Research Director, Forrester

1:20 pm – 2:00 pm

VIP Leadership Board Member Session: Future of CX Roundtable


Roundtable conversation to share and hear what your peers are thinking about the future of CX.

This is a Leadership Board exclusive session.


Speakers:
Rick Parrish, VP, Principal Analyst, Forrester

3:45 pm – 4:30 pm

Leveraging Learning To Build A Customer-Centric Culture


Executing a successful CX transformation requires organizations to educate and mobilize employees in the what, why, and how of CX. 58% of CX leaders are responsible for CX training at their organization. However, most CX training efforts are ineffective and insufficient at enabling employees to deliver the CX your customers want and deserve.


During this session, attendees will learn why learning is your largest CX transformation lever, why collaboration is key to enabling a customer-centric culture, and how to develop a scalable CX learning program in your organization.

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Speakers:
Erin Streeter, VP, Training & Certification Product Manager, Forrester
Angelina Gennis, Analyst, Forrester
Charlie Chung, Director, Solutions Consultant, NovoEd

Friday, Oct 18
7:30 am – 8:20 am

VIP Breakfast sponsored by Upland Software

Sage's Journey To Award-Winning CX


Join JP and Rew as they explore how Sage has transformed its approach to CX globally, moving from multiple ‘Voice of Customer’ providers to a single, centralized platform, resulting in a 19 point increase in tNPS, a 5% increase in CSat and 8 CX awards over the last two years.


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Speakers:
Rew Golding, VP of Alliances, Upland CXM
John Patterson, VP of Customer Experience, Sage

10:40 am – 11:20 am

VIP Session: Empathetic Content: The Key To Creating Lasting B2B Customer Relationships


Dramatic demographic and behavioral changes have given rise to a new type of B2B customer, one who behaves more like a digital consumer than a traditional buyer. Showing you completely understand them and their concerns is now a marketing imperative — your messages and content must appeal to their more demanding needs or you risk losing out to faster-moving competition. Forrester’s Christine Brozek and Veronica Iles explore how your message must adapt in this customer-centered age and how empathetic content is now essential to winning buyers’ attention, serving their needs, optimizing CX, and retaining their business long term.

  • Does your data make an emotional connection with buyers?
  • How well do you REALLY know your b2b buyer audience?
  • How can you combine logic and emotion to reach your b2b audience?


Speakers:
Christine Brozek, Director, Principal Consultant, Forrester
Veronica Iles, Consultant, Forrester


This session is invite-only, and RSVPs will be accepted on a first-come, first-served basis.

Please email Annarose Shea at ashea@forrester.com if you have any questions.


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10:40 am – 11:20 am

VIP Leadership Board Member Session: Design Roundtable


Roundtable conversation to share and hear what your peers are thinking about how they approach design.

This is a Leadership Board exclusive session.


Speakers:
Gina Bhawalkar, Principal Analyst, Serving Customer Experience Professionals, Forrester

12:00 pm – 1:00 pm

VIP Lunch sponsored by OpenText

Is Physical A Part Of Your Digital Experience Transformation?


It is no secret that digital experiences have impacted how brands engage with their customers across all channels. Building additional brand loyalty and improving a business’ financial outlook requires blending digital, mobile and physical experiences into a single and consistent customer engagement. Join us for lunch as we discuss how the total experience includes a digital and physical fusion and why designing richer and more personalized experiences will meet the high expectations of the future customer.


Speakers:
Nali Giliana, Vice President, Digital Experience, OpenText



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