Summit Tracks
Track B: Customer Experience Management
Organizations understand as never before that they’re in the business of selling experiences, not products. The expansion of social media channels and mobile devices will ensure that customers and prospects influence the nature of those experiences. This track explores the magic (in the form of processes and technologies) that enables companies to design, build and measure profitable customer experiences that drive business growth.
Sessions
The Future Web: Widgets, HTML5, Tablets and Social (Among Other Things)
14 March, 2012 (11:15 AM - 12:15 PM)
Web 2.0 is just a stop along the road, with semantic Web, HTML5 and cloud computing driving a new era of Web innovation. Is your enterprise prepared for this future?
The Customer Experience Scenario
14 March, 2012 (02:15 PM - 03:00 PM)
The customer experience is one of the few differentiators that are still hard to imitate. Increasing numbers of executives see it as a critical competitive battleground. Meanwhile, customers have never been so willing to drop a supplier on the basis of one poor experience — and to tell as many friends or colleagues as they can. This presentation examines the theory, importance and future of customer experience management, while outlining the many possible project types.
Listen to the Voice of the Customer, Even When It's Not Directed at You
14 March, 2012 (03:15 PM - 04:15 PM)
The customer voice takes many forms, from the completion of a formal corporate survey to a throw-away comment on Facebook. Each has merit. The ability to collect, analyze and act upon these diverse feedback channels in a holistic way is a key challenge for organizations.
Mobile Customers: New Devices, New Interactions, New Opportunities
14 March, 2012 (05:45 PM - 06:30 PM)
This session explores the new business opportunities that will emerge as today's mobile apps and websites evolve into advanced contextual interactions involving multiple devices, new visualizations such as augmented reality, and new technologies such as near field communication and indoor locations.
Gamification: Engaging the Customer with Game Mechanics
15 March, 2012 (08:15 AM - 09:15 AM)
Gamification is the new black, but it is currently driven by novelty and hype. Most current attempts at gamification will miss the mark. To truly engage customers and change behaviors, a gamified application must correctly incorporate M³: motivation, momentum and meaning.
Case Study: Amerigroup: How Automation and Process Consistency Can Drive a Great Customer Experience
15 March, 2012 (12:00 PM - 01:00 PM)
For Amerigroup, a Fortune 500 company specializing in managed care, high-performance customer care operations are mission-critical. When they found that their customer care related processes were burdened by multiple isolated systems and complex workflows that drove up operating costs and hampered growth, innovation and consistent customer service, they knew that they had to find a solution. Hear how Amerigroup achieved a new level of service excellence and double-digit improvements in efficiency.
The User Experience Platform: How to Create Your Future Websites and Portals
15 March, 2012 (03:00 PM - 04:00 PM)
The user experience platform (UXP) will allow enterprise developers and end users to create cross-platform user interfaces via a single set of integrated technologies, tying together currently disparate tools for creating websites, portals, mashups, rich Internet applications and mobile.
Putting Plans for Customer Experience Into Practice
16 March, 2012 (08:15 AM - 09:15 AM)
There is a wide gap between wanting to provide a better customer experience and making it happen. This presentation helps to overcome some of the challenges of improving the customer experience. It examines the creation of a strategy with a focus on tactics, as well as who leads, where to start, how to measure and which technologies are beneficial.
The IT Implications of Customer Driven Segmentation – An Investment Services Perspective
16 March, 2012 (10:15 AM - 11:15 AM)
Investment firms must evaluate their core operations based to client needs and values, then use this understanding to develop and implement changes in their IT. This presentation examines two models for this process and shows firms how to more effectively link client service to IT.
