April 9-11, 2018 | Renaissance Washington DC Hotel


Wednesday, April 11, 2018

Continental Breakfast

Continental Breakfast

8:00 a.m. - 8:45 a.m.

Track A -

A301 - Are You Transitioning or Transforming?

9:00 a.m. - 9:45 a.m.
Andre Boykin, Speaker, Author, Consultant, CAPITAL iDEA

Change is a constant refrain from leaders trying to improve performance and gain a competitive advantage. But what does it take to have sustainable change in your organization? In this session, attendees discover the principles of transformation and the mindset growth leaders need to allow new ideas to be inculcated in the organization, how effective leaders can cause transformation, and how to create a new beginning for greater results and effectiveness.

A302 - 5 Proven & Time-Tested Customer Service Strategies to Absolutely Explode Your Revenue & Build a Raving Fan Base

10:00 a.m. - 10:45 a.m.
John Di Lemme, High-End Marketing Consultant & Strategic Business Coach, Di Lemme Development Group, Inc.

This session looks at the true meaning of customer service and why just doing your job isn’t enough. Attendees learn how to create a culture of customer service, daily strategies to create a raving fan base, the value of the first and last impressions, how to create unforgettable memories and experiences for your customers, how marketing is the first step in providing five-star customer service, and the one thing they can do for customers that competitors simply aren’t willing to do. Building long-term relationships with customers through customer service will be more profitable than any type of advertising, and attendees leave this session with the knowledge to make it happen.

Break in the Customer Solutions Expo

10:45 a.m. - 11:45 a.m.

A303 - Emotion: The Missing Ingredient in Customer Experience

11:45 a.m. - 12:30 p.m.
Aimee Lucas, Vice President & Customer Experience Transformist, Temkin Group

Did you know that customers who feel adoring after an experience are 11 times more likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than five times more likely to trust a company than those who feel agitated? That’s because how customers feel about an interaction has a significant impact on their loyalty to a company. But despite the importance of customer emotions, too often they are neglected (or ignored) inside of companies. It’s time to start talking about—and designing for—emotions! During this session, attendees learn how to talk about emotion and its impact on customer loyalty, the things that get in the way of unleashing employees’ natural empathy in service of customers, and the three questions that companies can answer when designing interactions to create stronger emotional connections with customers.

Last Chance to Visit the Customer Solutions Expo

12:30 p.m. - 1:00 p.m.

Track B -

B301 - 12 Phrases That Belong in Every Strong Work Culture

9:00 a.m. - 9:45 a.m.
Derrick Ricca, Senior Sales Manager, Greenleaf Hospitality

Engagement has been all the buzz since 2015. Technology continues to change how we service customers. This session looks at innovative attempts to improve customer service by four companies in four industries. Attendees learn the 12 key phrases that these companies share that provide insight into what should be inserted into your own company culture.

B302 - Customer Experiences in the 21st Century: The Customer Perspective

10:00 a.m. - 10:45 a.m.
John Grizzy Grzywacz, President, John Grizzy Grzywacz Inc.

Many organizations are completely missing the mark when it comes to customer experiences. Even some recognized CRM strategies are antithetical to successful CX. In this session, attendees learn which common strategies should be avoided, why they don’t work, and how some 21st-century technology is negatively impacting customer experiences from a pragmatic standpoint. The session will challenge many of the accepted precepts of delivering exceptional CX in the 21st century, showing through real-world case studies which indisputable rules can ensure successful customer experiences.

Break in the Customer Solutions Expo

10:45 a.m. - 11:45 a.m.

B303 - AI: The Reality & the Possibility for Customer Service

11:45 a.m. - 12:30 p.m.
Rebecca Lynn Wettemann, Vice President, Nucleus Research

Every vendor seems to have an AI pitch these days, but it’s often difficult to tell what’s real and what is still an “Imagine if you will” demo. Based on Nucleus’ case studies on actual customer deployments and reviews of evolving AI technologies and capabilities, Wettemann shares a road map for considering AI in your customer service strategy, keys on how to separate fiction from achievable reality, and best practices for achieving measurable value from AI in customer service.

Last Chance to Visit the Customer Solutions Expo

12:30 p.m. - 1:00 p.m.

PostConference Workshops

Postconference workshops are 3-hour, in-depth learning experiences that are separately priced or included with the purchase of a Platinum Pass.

W1 - Creating a Customer Journey Map

1:30 p.m. - 4:30 p.m.
Geoff Ables, Managing Partner, C5 Insight

One of the top reasons that customer care processes fail is a lack of alignment with the customer’s preferred process, and a onesize- fits-all approach. Do you know your customers well enough to know how to design a process that delights them at every step of the process? Learn how to understand customer personas and create journey maps to drive more effective customer service, including the following: Listen to your customers so they can tell you what their journey looks like; identify what customer personas look like and how they will affect your process and technology decisions; discover the starting point for persona definitions—and how to strategically expand from there; and define a journey map as the foundation of customer experience management processes.

W2 - Planning for CRM Success

1:30 p.m. - 4:30 p.m.
Rick McCutcheon, President, RA McCutcheon Consulting Certified Sales Professional, Dynamics CRM MVP

This non-technical session will give you a step by step game plan on how to successfully implement CRM strategies, technologies and processes into your business. Each participant will receive a sample CRM roadmap and sample process maps. 

  • Positioning the ROI on CRM for business decision makers
  • Understanding CRM Applications:
    • Sales Force Automation
    • Marketing Automation
    • Customer Service
    • Partner Relationship Management
    • Field Service
  • Overview of Steps to CRM Success
    • Creating a long-term CRM roadmap
    • Planning your CRM project
    • Building your CRM system
    • Building a successful user adoption program

W3 - Using Automation to Create Ultra- Personalized Experiences

1:30 p.m. - 4:30 p.m.
Tyler Garns, Founder & CEO, Box Out Marketing

Most marketers are using marketing automation to “spray and pray.” They’re blasting messages to the masses with decreasing effectiveness. When it doesn’t work, they increase the frequency, urgency, and scarcity. All of this turns off customers. When utilized correctly, marketing automation can actually create deeper, more meaningful interactions and relationships that produce more value over time. Garns shows attendees real case scenarios of how effective automation can be utilized to serve customers better and sell more.

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