Agenda

Tuesday, May 22, 2018

9:00 A.M.

Registration Opens

10:00am – 11:00Am

ForeSee CX Suite Training

Introduction to the CX Suite

Learn how CX Suite allows you to access and analyze your CX data in one, easy-to use interface. You will receive a tour of CX Suite and learn basic navigation and functionality including CX Measurement, Feedback, Replay, Text Analytics, Leaderboard and Case Management. This session is great for the beginner and intermediate users who want to improve their foundational skills.

Speakers: Scott Pickett, Kate Pydyn

Hands-on session

ForeSee Product Insights

CX Suite for Operations: Engaging the Organization Around CX Data

Great—you have insightful CX data! But how do you derive its full business value? By making it actionable and getting buy-in from teams and leaders across the organization. In this session, you’ll come away with tested best practices for leveraging CX Suite to package and distribute the right data to the right stakeholder, sharing and collaborating, and helping to create a cultural shift that’s data focused and action oriented.

Speakers: Nate Dryer, Sam Reuter

11:00am – 11:15am

BREAK

11:15am – 12:15pm

FORESEE CX SUITE TRAINING

Owning the ForeSee Experience

Come join us and learn about User Management – coming soon to CX Suite. Learn how to take control of your ForeSee experience by creating roles, adding users, and optimizing Single Sign On. In addition, you’ll learn where to go for support and you’ll discover what training and resources are available to you now, to help you get the most out of your ForeSee experience.

SPEAKERs: SCOTT PICKETT, KATE PYDYN

ForeSee Product Insights

Analytics & Reporting

Get data exactly when and how you want it— and distribute it across your company. Attend this session to learn about upcoming features of the CX Suite that will help you package information with flexible, personalized dashboards and cards.

SPEAKERS: David Johnson, Scott Lindsay

12:15pm – 1:15pm

Lunch

1:30pm – 2:30pm

FORESEE CX SUITE TRAINING

Socializing Data Through CX Suite

Learn about a coming-soon feature to CX Suite – Customer Cards and Dashboards. Learn how you will be able to visually compare multiple touchpoints such as desktop browse, mobile app and contact center, simultaneously. Learn how to create powerful visual dashboards that can be saved and shared within your organization. Learn how to use this coming feature to communicate effectively company-wide and make decisions with certainty.

SPEAKERs: SCOTT PICKETT, KATE PYDYN

ForeSee Product Insights

Predictive NPS

NPS is an important metric for many companies, as it the quest to make it more actionable. With our upcoming release, ForeSee is making it easy for companies to capture the CX metrics that matter to your business and measure the customer journey with NPS or CSAT. In this session, learn how we've extended our predictive model to NPS to make it actionable, what NPS will look like in your CX Suite dashboards, and how you can implement NPS with ForeSee this Spring.

SPEAKERS: Scott Lindsay, Terry Smith

2:30Pm – 2:45Pm

BREAK

2:45pm – 3:45pm

ForeSee CX Suite Training

Actioning VOC Data: Introduction to Replay and Text Analytics

Learn how Text Analytics and Replay can provide deeper insights into your customers’ experiences. In this session, you’ll learn the ins and outs of these powerful tools and dig in to your CX data!

Speakers: Scott Pickett, Kate Pydyn

ForeSee Product Insights

Best Practices for Data Collection

Speakers: Bruce Shields, Setu Upadhya

3:45pm – 4:00pm

BREAK

4:00pm – 5:00pm

ForeSee CX Suite Training

Feedback through the CX Suite

Feedback allows you to pin-point specific issues that are contributing to your CX scores. Learn how to create, configure, publish, analyze and refine Feedback surveys. You’ll come-away with Feedback best practices from ForeSee experts as well as your fellow participants.

Speaker: Scott Pickett, Kate Pydyn

ForeSee Product Insights

Best Practices for Getting Engagement Across Your Organization

Great—you have insightful CX data! But how do you derive its full business value? By making it actionable and getting buy-in from teams and leaders across the organization. In this session, you’ll come away with tested best practices for leveraging CX Suite to package and distribute the right data to the right stakeholder, sharing and collaborating, and helping to create a cultural shift that’s data focused and action oriented.

Speakers: Eric Head, Rachel Green

6:00pm – 9:00pm

Welcome Reception

Wednesday, May 23, 2018

7:45am – 8:45am

Breakfast

8:45am – 8:50am

Welcome and Introduction

8:50am – 11:00am

ForeSee Business & Product Updates

11:00am – 11:30am

Networking Break

11:30am – 12:00pm

Breakout

Case Study: Walgreens

Prescription for a Customer-Focused Organization

Since its inception on Chicago's South Side in 1901, Walgreens has been at the forefront of identifying what consumers want in terms of merchandise, service and overall customer experience. That tradition has continued with the institutionalization and democratization of voice of customer data across the entire organization. From the C-Suite to the distribution center, Walgreens employees are focused on improving the customer experience. Attend this session to learn how Walgreens uses ForeSee VOC diagnostically and strategically and hear best practices to ensure that the right people see the right data at the right time.

Speaker: Karen Trimberger Brady

Data socialization Omnichannel Retail Data Socialization

Breakout

Case Study: BISSELL

A Clean Sweep: Teamwork and Training Drive CX Wins

Bissell changed their survey delivery method from IVR to email in 2015 and uncovered a lot of dirt. Learn how Bissell worked with their outsource partner to find improvement opportunities, implement targeted coaching and improvement plans, and communicate and celebrate CX success. Through their joint efforts they were able to bring contact center satisfaction scores from below average to scores that outpaced the benchmark!

Speakers: Sarah Azevedo, Chris Bacon

Contact Center Service Consumer Products Data Socialization

Breakout

Case Study: Quicken

Mortgage Lender Helps Buyers Feel at Home With Educational Content

The product team at Quicken Loans, the nation’s largest mortgage lender, discovered that website visitors wanted more from its digital content. Armed with a new value proposition, Quicken seized this new opportunity to fulfill client needs. Using data-rich client insights, a cross-functional team leveraged everything from mental modeling to design sprints to develop 'award winning' educational framework.

SPEAKERS: Ashley Begley, Bobbie Roberts

Financial Services Product Development Content Digital

Breakout

Case Study: Citizens Energy

A Focus on CX Boosts Satisfaction and Empowers an Entire Business

Improving customer satisfaction every year is a driving organizational goal for Citizens Energy, a regulated utility provider serving 800,000 people. In this presentation you’ll learn how they’ve leveraged insights around reliability, service quality, and other measurements to:

  • Gain departmental buy-in, socialize CX data, and create org-wide strategic initiatives
  • Communicate their commitment to being responsible stewards of the public trust
  • Improve CX with better billing, an online outage center, self-service options, and more relevant content

Speaker: Jeff Ford

Energy & Utilities Data Socialization Digital Contact Center

12:00pm – 1:00pm

LUNCH

1:00pm – 1:30pm

BreakouT

Case Study: Lovesac

Disrupting the Furniture Category: How VOC Insights Help Lovesac to Re-shape Their Product Value Perception While Holding a Premium Price

Lovesac, a designer and retailer of specialty furniture, found their customers lacked a clear understanding of the true value of the brand’s products. The company used Voice of Customer (VOC) insights to identify high-impact initiatives that would give them a clear view of their customers’ needs and improve how they communicated brand value. Attend the session to learn how this targeted approach, and their focus on cross-functional collaboration, helped secure executive buy-in and allowed the internal CX team to be successful.

Speakers: Scott Aaron, Eric Allen

Retail Operationalizing Data Data Socialization

BREAKOUT

Case Study: Three

Because I'm Appy - How Three 'Makes it Right' with app improvements guided by VOC

It's no secret to Three, the fastest-growing mobile provider in the UK, that people are more mobile these days. That's why they've focused on making their app work for their customers - from bill pay to data usage, and every FAQ in between. By making changes based on CX data and internally selling the story of digital first (with proven business results ready in their pocket), they've seen outcomes like increased task accomplishment, improved NPS, increased revenue and, most importantly, happier customers.

Speaker: Stephen Winton

Telecommunications Digital Mobile

BREAKOUT

Case Study: Blue Cross Blue Shield of Michigan

Insuring Success: Building a Case for CSAT Across the Organization

Data needs to move beyond the usability team to drive change within the digital experience. By providing actionable information to diverse stakeholders - from UX to IT, from desktop to mobile - the team at Blue Cross Blue Shield of Michigan (BCBSM) has rallied a variety of stakeholders around ForeSee’s customer satisfaction metric. In just over two years the organization has increased desktop CSAT by double digits, and leveraged desktop findings to help successfully launch their mobile app. Attend this session to learn how the team utilized a variety of ForeSee solutions to drive adoption and engagement across the organization, and how their efforts led to impactful changes to the BCBSM member experience.

Speaker: Jason Richards

Healthcare Data Socialization Operationalizing Data

BREAKOUT

Case Study: Constellation

Energizing the Contact Center: Constellation’s Customer Experience Journey

Understanding what drives contact center satisfaction is just the first step toward CX excellence. Implementing improvements -- at the contact center frontlines and across functional groups in an organization -- takes a thoughtful, collaborative approach. Learn how the Customer Experience and Marketing teams work together at Constellation to deliver both the insights and the action for a holistic CX program.

Speakers: Amy Chang

Energy & Utilities Contact Center Data Socialization Operationalizing Data

1:30pm – 2:00pm

Break

2:00pm –  2:30pm

BREAKOUT

Case Study: RS Components

Engineering Happiness: Beyond the Satisfied Customer

RS Components is one of the world's biggest B2B digital retailers. They offer more than 500k engineering products and ship 44k parcels a day. The company went beyond measuring and analyzing customer experience data by combining qualitative and quantitative info together to discover the motherboard of all customer segments: people who are satisfied. This allows RS Components to target not just "good" customers, but "happy" customers (and those that share the traits of happy customers), leading to greater returns on ad spend and creating more meaningful experiences based on an improved understanding of the customer journey.

Speaker: Andrew Morris

Digital Retail Customer Journey Innovation

BREAKOUT

Case Study: Micron

CX + UX = Collaboration to Transform Search and Satisfy Customers

Micron's website provides users and potential buyers with product information they need to either make a purchase decision or use the product they have. In 2016 they launched a project to tag thousands of documents and pages in order to enhance the search experience - it turns out, it didn't. Using Usability and CSAT they found concrete ways to enhance the search experience and put together an action plan. Learn how they executed on this comprehensive project with their own small team and ForeSee as partners and how it led to improved results.

Speaker: Tracey Mason

Technology Content Usability Search Digital

BREAKOUT

Case Study: Brinks Home Security

Intelligent Design: Using CX Insights to Deliver Innovative Service

Brinks is a company at the forefront of smart home and residential security, delivering next generation services to approximately one million residential and commercial clients in the U.S., Canada, and Puerto Rico. As part of an initiative to drive 30% of customer communications to the digital channel, Brinks is pioneering the use of text to deliver customer service and to gather insights into which services customers want to focus on next. In this session, learn how they are using ForeSee Feedback to quickly ascertain customer needs, plan implementation of new initiatives, and to provide customers the services they need in the channel they prefer - leading to highly satisfied customers and reduced costs.

SPEAKER: MIKE PARISH

TECHNOLOGY FEEDBACK CONTACT CENTER SERVICE DIGITAL INNOVATION

2:30pm – 3:00pm

BREAK

3:00pm – 4:00pm

Networking Round Tables

Discuss key issues in CX with other summit attendees in a casual atmosphere — no presentations, just shared insights and experiences.

4:00pm – 4:15pm

BREAK

4:15pm – 4:45pm

Breakout

Case Study: FTD

Speaker: Aimee Baldassaro

Retail Building a VOC Culture Socializing Data

BREAKOUT

Case Study: Harlequin

More Than Words: Aligning Digital Structure Around the Customer Journey

As a company that has always been customer-driven, Harlequin began a whole new chapter last year by taking steps to align their digital team structure to prioritize customers. They converted their UX and Digital Marketing focused teams into an autonomous digital CX group and take daily, focused action to achieve cost-savings and satisfaction increasing wins. Learn how this fast-moving Toronto publisher keeps a focus on the customer while publishing over 110 titles per month, in as many as 150+ international markets and 30 languages, across 6 continents!

Speaker: Eleanor Elliot

Digital Socializing Data Building VOC Culture

BREAKOUT

Case Study: AMD

Innovative Process: Strategic Personalization Using VOC

Named one of the 2018 World's Most Innovative Companies by Fast Company, AMD believes immersive and instinctive computing will transform our lives. The customer experience needs to keep up with those expectations. Using ForeSee VOC insights, AMD has developed a strategic approach to personalizing the customer journey. In this session, learn how they are targeting initial segments, developing personas, and gauging effectiveness.

Speakers: Aqif Hassen, Ahmad Rahman

Technology Personalization Customer Journey Digital Innovation

4:45pm – 5:00pm

BREAK

5:00pm – 5:30pm

Wednesday Closing Session

ForeSee Experience Insights

Speaker: Eric Feinberg

6:30pm – 10:00pm

Main Dinner Event

Thursday, May 24

7:45am – 8:45am

Breakfast

8:45am – 9:15am

Welcome Back

9:15am – 10:00am

Insights to Actions

Featured Speaker: Cinny Little, Forrester

10:00am – 10:30am

BREAK

10:30am – 11:00am

Breakout

Case Study: Tailored Brands

How Tailored Brands Made a Culture of CX the Common Corporate Thread

Tailored Brands shoppers are looking for the perfect fit - a personal, one of a kind customer experience and products that will help them "love how they look." The company, which includes such brands as Men's Wearhouse, Jos. A. Bank, Moores, and K&G, started their VOC journey to improve the in-store buying experience, and now ask specific questions to stitch together the perfect omnichannel experience. They socialize the data to all levels, with each report tailor-made for its audience, from store managers to EVPs. Those reports have turned heads and driven action — resulting in rising scores and an organizational focus on CX.

SPEAKER: Eddie Gray

Retail Data Socialization Operationalizing Data Store

Breakout

Industry Expert: Presenting Data Analytics for Impact

Have you ever struggled to get the attention of key stakeholders? Attend this session for practical, hands on tips that will help you get your insights the attention they deserve.

Speaker: Lea Pica

Data Visualization Data Socialization

Breakout

Case Study: Kansas City Power & Light

How KCP&L Used VOC to Electrify its Content Strategy

Kansas City Power & Light (KCP&L) provides electricity to 800,000 customers in the Kansas City metro area, and those customers' priorities can change as quickly as the Midwest weather. KCP&L knows that, as a content hub, their website plays an important role in the customer experience, so they use ForeSee data to refine content, prioritize improvements, and understand customer needs. By listening to their VOC data, they prioritize what benefits the customer most — from outage maps to energy savings — and how to surface the right information at the right time.

Speaker: Jared Blankenship

Energy & Utilities Content Re-Design Digital

11:00am – 11:15am

BREAK

11:15am – 12:00pm

Case Study: Sainsbury’s Argos

Jump in the Fast Track: Lessons Learned to Help You Skip the Queue to CX Success

Argos know a lot about using CX data to drive positive business results: as the third-largest online retailer in the U.K. (topped only by Amazon and eBay - let that sink in), they've been analyzing, prioritizing, communicating, and acting on CX data for years. With more than 1 million completed surveys (and counting), the team has some solid advice on conquering the most common roadblocks companies face while building and scaling up a robust VOC program.

Speaker: Abi Austin

Retail Omnichannel Culture of VOC Socializing Data

12:00pm – 1:00pm

Lunch

1:00pm

ForeSee Summit Concludes