$0 – $1,495

Fall 2019 CXM Best Practices Symposium

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Location

Kellogg Hotel & Conference Center

219 South Harrison Road

East Lansing, MI 48824

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No Refunds

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With the topics Designing the Customer Experience and Customer Feedback and Continuous Improvement at the forefront, the Fall 2019 CXM Best Practices Symposium provides participants with opportunities to Learn, Share, and Grow through a program featuring an inspiring keynote speaker, breakout session presentations, and a panel discussion.

Keynote Speaker: Andrea Brimmer - CMO - Ally Financial

The Importance of Being Brave in CX




Referred to as the “Chief Disruption Officer” of Ally Financial, where she serves as the chief marketing and public relations officer, Andrea is an industry thought leader, winning the Financial Communication Society's Marketer of the Year award last year and named to the Forbes list of the 50 Most Influential CMOs. “The best brands in the world do a phenomenal job of keeping consumers engaged in ways that are fun but also useful,” Brimmer says. “We have to remember that consumers react with emotion. They react with their gut. They react as people, not robots,” Brimmer asserts. “Disruptive techniques break through the clutter and appeal to people with their hearts. That allows you to punch above your weight.”


Breakout Session Presentations


Customer Experience Design

  • Darren Hood (Senior User Experience Designer) - United Wholesale Mortgage Micro-experience Awareness — Going Beyond the Touchpoint

  • Michelle Kaptur (Manager - Global Customer Experience Strategy) and Laura Marie Casey (Assistant Manager - Global Customer Experience Strategy) - General Motors Blueprints Aren’t Just for Building Houses

  • Scott Watkins (Business Intelligence Executive) - Michigan Virtual Design Sprints - A Means for Quickly Exploring Problems and Developing Solutions

  • Gard Gibson - VMLY&R (Executive Director Customer Experience) - VMLY&R and Jason Sprawka (Director, US Customer Experience) - Ford Where Does One Start When Designing a Customer Experience?

  • Bob Kiple (Global Customer Experience Strategy and Innovation - Retired) - General Motors How to Avoid Getting Overcome by the Complexity of CX

  • Rebecca Selesky (Interim Director) - MSU Culinary Services MSU’s Extreme Makeover: The Design of a Customer-Centric Dining Experience

Customer Feedback and Continuous Improvement

  • Nancy Flowers (Vice President - Member Experience) - Hagerty Measuring the Moments that Matter

  • Jill Katic (Senior Director - Continuous Improvement) - Barton Malow Developing a Framework for Continuous Improvement

  • Jeremy Burek (Director - Customer and Partner Care Operations) - Starbucks Starbucks Social Care Team - Scrubbing Social Media and Providing Solutions

  • Tyler Saxey (Director - Customer Experience) - Footlocker Building a World-Class CX Structure and Continuous Improvement

  • Xavier Quenaudon (Senior Vice President) - Burke, Inc. Designing a Holistic CX Management Program

  • Michael Allenson (Co-Founder) - Xpedition Addressing the Root Causes of Why Customer Experience is Not Improving

  • John Joba (Analytics Translator) and David Robbins (Account Strategist) - Gongos, Inc. Good, Better, and Best: Three Ways to Calculate the ROI of CX Initiatives

Engaging the Customer

  • Josh Stauffer (CEO and President) - Blue Flame Thinking Get Scrappy: Start Measuring Customer LTV with Digital


Panel Discussion

Designing the Customer Experience: Aligning CX and UX

  • Aleks Niestroj (Executive Director - Experience Strategy and Insights) - VMLY&R

  • Darren Hood (Senior User Experience Designer) - United Wholesale Mortgage

  • Josh Stauffer (CEO and President) - Blue Flame Thinking

  • Katherine Ephlin (COO) - Gongos, Inc

  • Laurel Stanley (Global Manager of User Experience) - Steelcase

  • Andrea (Dre) Wallace (Innovation Portfolio Manager) - Emergent Holdings

  • Greg Iszler (EVP - Client Leadership) - The Mars Agency (Panel Moderator)


Individual Registration

  • $250 Early Bird Rate ($295 beginning October 14)

  • CXM@MSU Advisory Board member: No Charge

  • CXM@MSU Faculty network member: No Charge

Group Registration

  • Table of 7 Participants: $1,495 Early Bird Rate ($1,795 beginning October 14)

  • CXM@MSU Advisory Board Member – Table of 7 Participants: $1,250 Early Bird Rate ($1,495 beginning October 14)

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Date and Time

Location

Kellogg Hotel & Conference Center

219 South Harrison Road

East Lansing, MI 48824

View Map

Refund Policy

No Refunds

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