7:30 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS
- Start your day off right and connect with customer experience leaders.
- Get to know your CX peers and colleagues over a delicious breakfast.
- Source practical tips, discuss best practices, and prepare for the day ahead
8:45 am
OPENING COMMENTS FROM YOUR HOST
Gain insight into today’s sessions so you can get the most out of your conference experience.
9:00 am
KEYNOTE: DRIVING DATA-DRIVEN SUCCESS
Leverage Data to Drive Strategic Decisions and Optimize Engagement in a Complex, Multi-Department Environment.
Enhance content engagement, refine distribution methods, and forge stronger partnerships by analyzing media engagement, content performance, and market trends. Take away actionable strategies to:
- Utilize data-driven insights to inform content and engagement strategies.
- Build cross-functional collaboration to create cohesive, high-impact initiatives.
- Translate media trends and performance metrics into actionable strategies for customer and partner engagement.
Optimize distribution channels to ensure your content reaches and resonates with the right audiences.
9:30 am
EXCLUSIVE CS SESSION: BATTLE SURVEY SATURATION
How to Get Creative to Get Customers to Communicate Back
Customers are experiencing an unprecedented increase in requests for feedback or survey responses. Develop interesting ways to capture customer feedback and stand out in the sea of reviews. Walk away with an action plan on:
- Harnessing data and design to inspire a desire within customers to share feedback
- Identifying the right places to close the loop and mitigate customer dissatisfaction
- Better utilizing customer feedback from across the organization
Heighten alignment in your feedback priorities and goals to optimize your customer engagement.
10:30 am
ROUNDTABLES: DISCOVER THOUGHT-PROVOKING IDEAS
Take a deep dive down the innovation rabbit hole in one of our roundtable discussions. Share common challenges and best practices with your customer experience peers on a topic of your choice:
- Customer Emotion: Design customer journeys with emotions in mind.
- Customer and Account Churn: Escalate customer retention.
- eCommerce: Enhance customer and seller experiences.
- Digital Experience: Identify areas of improvement in CX and why issues are rarely remedied by some businesses.
- Customer Feedback: Unlock the next generation of CX and the importance of their input. [SPONSORED BY ASAPP]
11:00 am
EXHIBITOR LOUNGE: VISIT BOOTHS & SOURCE EXPERTISE
- Explore the latest customer experience technology and strategies with our industry-leading sponsors.
- Share your challenges with the biggest innovators in the business.
- Schedule one-to-one private meetings for personalized advice.
11:30 am
FROM INSIGHTS TO ACTION
Use Client Centric Decisioning for CX & Business Success
In today’s fast-paced business environment, CX teams must deliver insights that can shape real-time decisions and drive growth. Join CIBC as we explore how to:
- Align CX insights with key business priorities
- Partner across teams to turn insights into impactful decisions
- Integrate Executive engagement for decisions that fuel customer and business success
11:30 am
INDUSTRY EXPERT: CUSTOMER SUCCESS ADAPTATION
Gain Insights Beyond the SaaS Industry
While customer success adaptation is most established in the SaaS industry, it offers significant value across various sectors. Deliver a world-class customer experience by enhancing your customer success strategy. Source practical tips to:
- Leverage digital data to reduce customer churn
- Expand your share of each customer’s wallet
- Adapt customer success models from outside the SaaS industry to your CS program
Master your organization’s transition into the digital space to achieve sustainable growth and deliver exceptional customer outcomes.
12:00 pm
CASE STUDY: BRIDGE THE GAP BETWEEN MARKETING & CUSTOMER EXPERIENCE
Align Marketing Initiatives with the Evolving Landscape of CX
Navigating the intersection of marketing and customer experience is crucial for improving customer satisfaction. Adapt marketing strategies to balance promotional efforts with seamless, customer-centric experiences. Take away specific solutions to:
- Break down silos in your organization by seamlessly integrating marketing initiatives with customer experience strategies that drive measurable success
- Align marketing and CX to create a unified and impactful approach that resonates with customers
- Apply practical solutions to common challenges, empowering you to address obstacles proactively within your organization
Transform the synergy between marketing and customer experience to enhance customer loyalty and long-term success.
12:00 pm
FIRESIDE CASE STUDY: CUSTOMER HEALTH SCORE
Develop a Customer Health Score to Strengthen Your Customer Success Capabilities
Effective customer success occurs when people, processes, products, and tools align to consistently deliver your value proposition to all customers. Discover a new model designed to harmonize people and processes. Master the success factors to:
- Design a customer health score tailored to your business needs
- Define clear goals and actionable steps to achieve them
- Identify meaningful signals to detect customer challenges early on
Improve your customer success strategy to drive predictable revenue growth and strengthen customer relationships.
12:30 pm
NETWORKING LUNCH: DELVE INTO INDUSTRY CONVERSATIONS
- Meet interesting speakers and pick their brains on the latest CX issues.
- Expand your network and make connections that last beyond the conference.
- Enjoy great food and service while engaging with your customer experience colleagues.
1:30 pm
EXHIBITOR LOUNGE: VISIT BOOTHS & WIN PRIZES
- Browse through different sponsor booths and test drive new technology.
- Enter your name for a chance to win exciting prizes.
- Take advantage of event-specific offers and special content.
1:45 pm
PANEL: INFLUENCER MARKETING IN CX
How Influencers Can Expand Your Reach and Enhance Your Brand Discovery
Influencer marketing is the industry’s latest trend. Revamp your digital marketing and foster a culture driven by endorsements to outperform market competitors. Achieve a step-by-step action plan to:
- Build brand trust through influencer reach and traction
- Nurture your influencer relationships to help cultivate strong connections between customers and your brand
- Boost engagement and reap the returns on your marketing investment
Harness influencer marketing to maintain a highly sophisticated promotion strategy.
1:45 pm
PRESENTATION: BUILDING THE IDEAL CSM IN COMPLEX TECHNOLOGIES
How Technical Your CSM’s Need to Be and Tools to Keep Them Up to Speed While Staying Customer Focused.
Do your CSMs need to master technical jargon in fields like AI or cybersecurity, or is it more important to hone their communication and problem-solving skills? Examine the spectrum of technical expertise required for CSMs in complex technologies. Create
- Scalable frameworks for role-specific skill development.
- Foster collaboration with engineering teams.
- Craft impactful customer interactions.
Find the sweet spot where technical knowledge and customer focus intersect.
2:15 pm
INDUSTRY EXPERT: IMPROVE CX WITHIN THE FULFILLMENT PROCESS
How to Beat the Big Giants in the Industry to Escalate Customer Count
Today’s eCommerce shoppers have high expectations. Online retail giants, such as Amazon, have conditioned them to to expect fast product delivery and free shipping. Create a strategy to offer an excellent order fulfilment process that can still transform your user experience. Walk away with an action plan on:
- Providing an easy ordering process and excellent management of returns
- Meeting shipping speed demands
- Increasing accountability and visibility
Increase your order fulfillment process at mass volume for customer growth.
2:15 pm
WORKSHOP:16 WAYS EXPRESSIONS OF GRATITUDE IS TRANSFORMING DIGITAL CX
The Power of Gratitude in Customer Service, Customer Success and Relationship Expansion
The notion of gratitude, and its role in society and the economy has been greatly examined by philosophers, scientists, economists, academics. In recent years, Customer service and success leaders are very interested in integrating gratitude into the commercial processes have become increasingly digital, data-driven, algorithmic, and undifferentiated. Take away proven ways to incorporate expressions of gratitude into your commercial model and improve the performance, return and sustainability of your go to market efforts. Key takeaways:
- Why the best sales, marketing and services teams have learned the power of recognition and gratitude at every stage of the revenue cycle, from building a brand, to engaging prospects, to delighting and growing customer relationships
- The Financial Benefits of embedding expressions of gratitude into your commercial processes can multiply the impact and return on your investments in revenues, relationships and recurring revenue
- The art of balancing Artificial Intelligence and Emotional Intelligence to maximize growth – Why and where human connection, emotional intelligence and empathy in an algorithmic commercial model and the modern workplace
- The Brain Science behind the positive impact gratitude can have on buyers, prospects, sellers and leaders – from elevating customer relationships and experiences to enhancing seller confidence, engagement and performance.
2:45 pm
CASE STUDY: DRIVING DIGITAL TRANSFORMATION AND INNOVATION FOR SOCIAL IMPACT
Leveraging Technology to Shape the Future
Digital innovation and technology are driving change in the nonprofit sector, with a special focus on how to utilize technology to enhance its programs and maximize its impact. Take away key strategies for transforming organizations through digital tools, collaboration, and cutting-edge technology to.
- Align digital initiatives with the mission and goals of a nonprofit.
- Identify develop, and scale innovative solutions that support organizational goals.
- Lead teams and influence stakeholders in times of digital transformation.
- Integrate digital solutions with effective communication strategies to drive engagement and reach.
Implement large-scale digital initiatives.
2:45 pm
PRESENTATION: CUSTOMER SUCCESS METRICS
Identify and Solve Your Customer Success Gaps
Customer success is an ongoing process. By identifying gaps, you can improve your processes and increase success for your clients. Develop an action plan to:
- Identify existing customer success gaps
- Improve processes to close gaps
- Continuously monitor customer success metrics
Bolster your customer success processes to improve user experiences.
3:15 pm
EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS & CONSULT INDUSTRY EXPERTS
- Enjoy exclusive sponsor demos and experience the next level of customer experience innovation firsthand.
- Meet one-on-one with leading solution providers to discuss organizational hurdles.
- Brainstorm solutions and gain new perspectives and ideas.
3:45 pm
PRESENTATION: CUSTOMER DATA PLATFORM
Why a CDP is a Must-Have, Not a Nice-to-Have, to Drive Bottom-Line Results
You’ve already heard about the importance of first-party data and the disappearance of third-party cookies. But exactly what role do Customer Data Platforms (CDPs) play in this evolving environment, and why has a CDP become essential? Transform your strategies by exploring how organizations, from sports teams to financial services to retailers, have deployed these solutions. Develop a blueprint to:
- Understand the exact ROI on CDPs and how they significantly improve return on ad spend
- Clearly see how CDPs enhance the customer experience
- Envision how a CDP will shape the next 36 months of your digital strategy
Advance your organization’s day-to-day business decisions through CDP deployment to optimize performance and drive growth.
3:45 pm
PRESENTATION: RELATIONSHIP BUILDING WITH KEY DECISION-MAKERS
Become a Trusted Advisor to Your Clients to Ensure Long-Term Success
The closer you work with your customers and the more they rely on you for advice, the less likely they are to switch to a competitor. Engage with your customers on a strategic level to build lasting relationships. Achieve a step-by-step action plan to:
- Establish and nurture relationships with key decision-makers
- Demonstrate your commitment to the company’s goals to executives and decision-makers
- Provide meaningful insights that customers cannot find elsewhere
Optimize your position as an irreplaceable partner by connecting with decision-makers to drive long-term success.
4:15 pm
CLOSING KEYNOTE: REVOLUTIONIZING E-COMMERCE LOGISTICS
Delivering Speed, Precision, and Sustainability
Innovative, customer-centric solutions play a crucial role in modern e-commerce logistics. With a focus on Delivery and Fulfillment strategies, apply technology, sustainability, and agile logistics to reshape the e-commerce landscape. The session will offer practical insights into how e-commerce brands can exceed customer expectations by optimizing their logistics operations—ensuring timely deliveries, smooth order fulfillment, and a seamless end-to-end customer experience. Create an actionable plan to:
- Building a Customer-Centric Logistics Strategy
Designing logistics solutions that prioritize customer satisfaction, ensuring timely and reliable delivery of every order. - Leveraging Technology to Streamline E-Commerce Logistics
Balancing Efficiency and Environmental Responsibility
Use advanced technology—such as AI, automation, and real-time tracking—can optimize delivery and fulfillment operations, increasing efficiency and reducing errors.
4:45 pm
CLOSING COMMENTS FROM YOUR HOST
Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.
5:00 pm