CX Culture & Engagement

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A session designed to articulate how customer experiences or story telling can become your organizations calling card to gain or loose business. We will explore both positive and negative customer encounters and their shared experiences and how social media plays a major part of telling their story on behalf of your company.

• Understand the significant impact experiential story telling can be
• Does experiential story telling actually resonate with customers
• What role does social media play in this venue

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Build amazing teams over people, provide education over training, and empower through values to create passionate advocates for your customers. Because every customer touch constitutes a brand experience.

Resonant value propositions, innovative technology, high quality products & services are all critical to a company’s success, but these components must be fortified by your consumer facing ambassadors. Hear how Dollar Shave Club’s Member Services organization to serve as the strategic, day-to-day front line of the DSC brand.

This session will provide insights into how the company’s culture and brand values steered hiring and development strategies, including the inspiration behind DSC University, an internal education platform with learning modules that ensure employees deliver on the brand's mission during every contact. No scripts, no BS — only a promise of exceptional service by way of "on brand" solutions, truly personalized interactions, and knowledgeable 1:1 consultations. Let your people, your culture, and your brand values provide the cornerstone of delivering unique and memorable customer experiences.

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Learn how “The Sharp Experience,” a performance improvement initiative, profoundly transformed Sharp HealthCare’s culture. Launched 15 years ago and embracing experience economy concepts and learning from organizations inside and outside of health care, Sharp created a sustainable platform that engaged its 20,000 employees, affiliated physicians and volunteers to be the architects of change. Through their work, “The Sharp Experience” has become Sharp’s core competency, brand promise and overarching guide to everything we do.

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Every organization approaches their customer experience strategy, structure and governance a bit differently. Panelists will walk you through a few different strategies for involving employees in their customer experience efforts and highlight which methods are working and why.

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Table 1: Connecting your brand vision with your customer experience strategy
Moderator: Melina Young, Director, Marketing, Verity Credit Union

Table 2: Three trends for CX success
Moderator: Sarah Simon, VoC Consulting Director, Confirmit

Table 3: CES 2.0, Is It Worth The Effort?
Moderator: Jennifer Maldonado, Senior Business Analyst, Voice of the Gamer program owner, Activision

Table 4: How to build a robust social customer care strategy
Moderator: Janet Song, SVP, Member Services, Dollar Shave Club

Table 5: Engaging non-customer facing employees with your CX strategy
Moderator: Claudia Vale, Customer Experience Manager, CCXP, John Deere L. America

Table 6: Customer experience programs: what’s working?
Moderator: Karen Kallet, Chief Digital Officer, SVP, Marketing BofI Federal Bank

Table 7: Establishing an enterprise-wide customer experience steering committee
Moderator: Rob Scruggs, Former Director, Customer Experience, E*TRADE

Table 8: Social media for CX: lessons learned
Moderator: Alessa Martin, Director of Marketing, Tacori

Table 9: Topic Pending

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Join your fellow B2B CX professionals for an open, in-depth discussion on building an effective CX strategy in a B2B environment. Come prepared to share what has worked for you and bring your questions to get the input of your fellow B2B CX peers. We’ll have a facilitator on hand to guide the discussion and ensure we hear lots of different ideas and questions on this topic, giving you great ideas to take home and put into practice.

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