Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group

Hear from Tony Drummond of Cox Automotive as he discusses his game plan for customer success, pulling from case studies and finance and business metrics.

Tony Drummond
Vice President, Client Experience
Cox Automotive

*This session is off the record. 

We will present highlights and key findings from our pre-event insights survey to share with you the challenges, pain points and decision-making behaviors shared among your peers.

Artificial intelligence and chatbots are opening up new opportunities for organizations to deliver richer customer experiences than ever before. But before brands jump in, they’re eager to understand how to integrate AI technology into their current processes and workflows, and best practices for success.
 
In this session, we’ll discuss best practices for integrating chatbots into your customer experience, including:

• Lessons learned and how to avoid common chatbot mistakes
• Ways to measure the success and effectiveness of chatbots
• Examples of “good” and “bad” AI-driven customer experiences

Akhil Talwar
Senior Manager, Bold360 Products
LogMeIn

Session topics include, but are not limited to:

• Making an impact on the business through data
• Better understanding what your customer needs
• Translating data into actionable consumer insights and better decision making
• Tactics for discovering, segmenting, targeting and engaging consumers

Moderator:
Sarah Stansberry
Interim CMO
Equifax

Panelists:
Seda Pazarbasi
Managing Director, Marketing Insights, Analytics & Digital Optimization
American Cancer Society

Salim Sitafalwalla
Director, Consumer and Competitive Insights
AT&T

Doug Stover
Vice President, Global Patient Experience
UCB

Customer service is your true loyalty program. Loyalty reflects enduring trust, and is based on delivered outcomes.  To compete today, customer service must be more than an activity, and bigger than a department.  Companies that recognize this make customer service a team sport.  In this session, we’ll discuss how to embed workflows that naturally enable customer loyalty.

Nitin Badjatia
Senior Director, Product Strategy
ServiceNow

Session topics include, but are not limited to:

• Where to start? Creating your self-service vision, strategy & plan.
• What role does technology play in successful self-service? Which technologies can you use to increase relevance and reduce effort for customers
• Best practices for creating effortless and robust self-service experiences for your customers
• Understanding your customer as they interact with your company online
• Which metrics matter?  How can you measure and quantify success? 

Moderator:

Lee Watts
Chief Marketing Officer
Smith Gambrell & Russell

Panelists:
Darren Holland
Sr. Director of Operations
Cox Communications

Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group

Charlie Sullivan
Global Head of Commercial Operations
Travelport Limited

Join us for an interactive discussion as we hear from a CX leader on best practices for encouraging organizations as a whole to put the customer first, and then get involved as the audience participates in roundtable discussions and presents their own experiences and solutions.

Michael Hadden
VP, Customer Service
E*TRADE

*This session is off the record. 

Hear from female CX executives on their experience in leadership and what the barriers are for women seeking to break the glass ceiling.

Sarah Stansberry
Interim CMO
Equifax

Tonya Webster
Vice President, Customer Experience & Operations
Comcast

Interviewed by: 

Todd Brown
VP, Global Marketing Initiatives
Equifax

How much of Customer Experience comes down to simple communication? Or the lack thereof. With 30 years of Public Relations and Corporate Communications Experience, Martha Craft has found that it’s a lot, and communication happens during every moment of interaction. Even when you don’t think it’s happening. How much longer before my food comes? When will the doctor be here? Why is my flight delayed? All returns must be made within 14 days of purchase. Absolutely no returns without a receipt. Please hold. Yikes! Everything your brand does communicates to your customers. Is it what you want?

Martha Craft
Former VP, Customer Experience
Rollins

Sami Nuwar
Vice President of Customer Experience Strategy
American Bath Group