Las Vegas February 6Th-8Th, 2017

CUSTOMER RESPONSE SUMMIT

LAS VEGAS FEBRUARY 6TH-8TH, 2017

LEADERS LEARNING FROM LEADERS

February 6th-8th, 2017 Customer Response Summit is taking on the entertainment capital of the world - Las Vegas, Nevada. The summit will continue to embody our “Leaders Learning From Leaders” approach, focusing on cutting edge strategy for digital transformation, channel optimization, security and fraud, employee engagement, quality, culture, outsourcing, and much more. Network with a passionate, dedicated group of customer driven professionals who are open and willing to share best practices and opportunities for improvement. Stay on top of the latest industry trends and take back actionable ideas that will energize and strengthen your customer experience operations. VENUE & ACCOMODATION KEYNOTES

Mike Gathright Senior Vice President, Hilton Reservations and Customer Care Hilton Worldwide

Catherine Jensen ARIA Resort & Casino, LAS VEGAS Vice President, Customer Experience Sony Computer Entertainment 3730 South Las Vegas Boulevard, America LLC Las Vegas, NV 89158

Craig Barnes Senior Vice President of Customer Service Williams-Sonoma, Inc.

SPECIAL How to Register First time execsintheknow.com/events/crs-las-vegas attendee? Receive 50% off Questions? your pass! [email protected] 1 THANK YOU to the 2016 Advisory Board

Jeff Camp Vice President, Call Center Operations TXU Energy LeAnne Crocker WE ARE CUSTOMER DRIVEN Global Director - Reservation Services, Operations Design & Learning Communications Customer Response Summit Hyatt

Las Vegas – February 6-8, 2017 Tim Hickler VP WW Customer Service Operations Amazon THE CUSTOMER RESPONSE SUMMIT IS ABOUT connecting with like-minded peers that are obsessed with serving the customer. CRS provides many great opportunities to network and learn Catherine Jensen from attendees, speakers and industry experts. Vice President, Customer Experience Sony Computer Entertainment • Identify best practices and discuss innovative ideas on how to serve your America LLC customer, through emerging channels. Michael Martin • Ensure your brand is part of the customer success movement. Senior Vice President President’s Choice Financial • Benchmark how brands are servicing the Connected Consumer. CIBC Retail & Business Banking How does your company compare? • Brainstorm and create customer care strategy plans within small groups. Kathryn McGavick You will walk away with knowledge and ideas to take back to your team. Corporate Vice President, Customer Support Outerwall

5 REASONS TO REGISTER Sally McMahon Vice President Channel Management 1 REAL BRANDS, REAL INSIGHTS The best minds SiriusXM in customer care and customer experience will be on hand to educate, motivate, and inspire new ideas for you to take back to your team. Lisa Oswald Senior Vice President, 2 AWARENESS AND EDUCATION Working with our Customer Service research partner COPC Inc., Execs In The Know creates a bi-annual Customer Travelzoo Inc. Experience Benchmarking Study. One installment focuses on Corporate Insights and the other on Consumer Insights. While at CRS Las Vegas you Andrew Pine will get the opportunity to review the 2016 Corporate Report in detail with Vice President, industry experts. Customer Relations Porsche Cars North America 3 CONNECTIONS We love to network! Networking is the cornerstone to learning, opportunities, and fun. Each day has customized Razia Richter networking events. In addition, we create networking “moments” Senior Vice President throughout the conference agenda to ensure that even shy people are Chief Customer Officer comfortable enough to network. Petco 4 PERSONALIZATION Our team is focused on ensuring that Ginna Sauerwein you get the most of your conference experience. We strive to understand your conference goals and help you find the right information and contacts. Managing Director FedEx Services We focus on developing the right size and the right audience for each event, to help ensure your experience exceeds your expectations. Scott Shute 5 PROVEN TRACK RECORD 95% would recommend the CR Vice President of Summit events to a friend or co-worker and 98% were satisfied with overall Global Customer Operations content of the forum. The proof is in the numbers. LinkedIn

LAS VEGAS FEBRUARY 6TH-8TH, 2017

PRE-CONFERENCE Monday February 6th, 2017

3:00 P.M. - 4:00 P.M. LEADERS LEARNING FROM LEADERS - CHANNEL SUPPORT The impacts of multi-channel and omni-channel management are felt throughout the organization. Supporting areas are impacted and need to change in order to support new operation models effectively. Pick a topic below and join your peers for an informal discussion on a shared topic of interest. These are small groups, driven by the voices in the room. A moderator will be provided in each room, but the attendees will set the detailed discussion for the selected topic.

CROSS CHANNEL CREATING VALUE WITH OUTSOURCING ENGAGEMENT SOCIAL CARE

4:00 P.M. - 5:00 P.M. LEADERS LEARNING FROM LEADERS - CHANNEL MANAGEMENT The goal in CX is to create an integrated and seamless experience, but the channels are distinctly different. Each channel has its own opportunities and challenges. Bring your voice and share what is keeping you up in a select channel area, or share a best practice. These are small groups, driven by the voices in the room. A moderator will be provided in each room but the attendees will set the detailed discussion for the selected topic.

BENCHMARKING ON MULTI CHANNEL CX MEASUREMENT SERVICE DELIVERY REMOTE AGENTS (HIRING, TRAINING, RETAINING, AND COST CULTURE)

5:30 P.M. - 7:30 P.M. WELCOME RECEPTION & REGISTRATION

SPONSORED BY:

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 1 Tuesday February 7th, 2017

7:30 A.M. - 8:30 A.M. REGISTRATION & BREAKFAST

8:30 A.M. - 8:45 A.M. CONFERENCE KICKOFF

8:45 A.M. - 9:30 A.M. CREATING AN INTEGRATED CUSTOMER JOURNEY FOR A CUSTOMER-FIRST CULTURE A Customer-first culture is what drives Hilton every day. It’s a commitment that is steering employee empowerment and digital transformation for the global hospitality company who, for 97 years, has been dedicated to continuing its tradition of providing exceptional guest experiences. Hilton’s journey has focused on personalization and a seamless customer experience. Join Mike Gathright, SVP Hilton Reservations and Customer Care, as he walks us through the opportunities Hilton is embracing to create a positive interaction at every customer touchpoint. KEYNOTE

Mike Gathright Senior Vice President, Hilton Reservations and Customer Care Hilton Worldwide

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 1 Tuesday February 7th, 2017

9:30 A.M. - 10:30A.M. CUSTOMER JOURNEY INSIGHTS: THE CORPORATE PERSPECTIVE Join COPC Inc. as they moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series report, a collaboration between Execs In The Know and COPC Inc., is published bi-annually and features both Corporate and Consumer Editions. This year’s CXMB Series Corporate Edition is filled with new questions that delve into such topics as omnichannel adoption, quality programs and measuring the customer experience. Along with these new areas of exploration, the CXMB Series also continues to provide broad coverage of individual care channels, creating a truly comprehensive benchmark for the industry. As with past volumes, these findings will be compared with the recently released Consumer Edition results to identify gaps between consumer and corporate perspectives. PANEL

Kacey Sharrett VP, Digital Operations Barnes and Noble

Mindy Lamb VP Service Operations Customer Experience Cigna

10:30 A.M. - 11:00 A.M. NETWORKING BREAK

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 1 Tuesday February 7th, 2017

11:00 A.M. - 12:50 P.M. CUSTOMER SHOP TALK Customer Shop Talk sessions are small industry expert led discussions, on a laser focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking which sessions to attend. Each discussion allows you 30 minutes to collaborate with your peers on your topic of choice.

TOPIC: Achieving Customer Experience Objectives by Aligning Training with Quality LOCATION: TBD Wisdom dictates that what’s measured matters and what’s expected needs to be inspected. However, organizations and executives are often surprised at just how disconnected from their Customer Experience their training and quality programs are. Learn to build this critical feedback loop in order to connect the results from a quality audit to measurable learning objectives in training. In addition, learn the 3 key inspection points you need to have in place as an executive in order to champion a continuously improving Customer Experience.

TOPIC: Recipe to Start Omnchannel NOW and grow into NextGen Digital Omnichannel for the future LOCATION: TBD

TOPIC: CX Check: Assessing Your Readiness for CX Excellence LOCATION: TBD COPC Inc., the global authority on customer experience (CX) best practices, will lead an interactive discussion to help participants explore how well positioned they are for future excellence. Along with discussing select elements of next generation CX programs, participants will complete a “self-check readiness worksheet.” This worksheet will provide useful insights that will help shape current and future program priorities which participants can begin to implement immediately. Discussion and assessment topics include: • Omnichannel Migration • Performance Improvement Processes • Quality Assurance • Staff Management • Customer Satisfaction and Dissatisfaction Participants will walk away with a clearer understanding of where their program excels, where gaps exist and which initiatives can most effectively take their CX program to the next level.

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 1 Tuesday February 7th, 2017

TOPIC: The Future is Now: Using AI to Create Intent-Driven Customer Engagement LOCATION: TBD Transforming data to decisions through AI is the next frontier for many enterprises as they look to inject machine learning and natural language into customer engagement. Whether it’s BOTs, omnichannel or digital, those enterprises that get it, are future-proofing their platform and data strategies, so insights can be derived from each interaction to continuously optimize experiences. Join [24]7 as they talk about the various moving parts of AI and how to integrate intelligence into customer engagement to drive real business outcomes.

TOPIC: Transforming Traditional Approaches with Design Thinking and Clear Outcomes in Mind LOCATION: TBD According to Gartner, more than 89% of brands want to compete primarily on the basis of great CX yet consumers say only 8% of them are doing a good job. This disconnect is often due to the lack of time, money, and resources needed to create personalized experiences across a variety of touch points. In this interactive session, we’ll share best practices and commercial learnings for high impact and cost- effective digital transformation that drive clear outcomes. Design thinking based demos will show real-life implementations of unified CX strategies that lead with self-service, automation, and integrate human assistance at key moments of truth to resolve and support consumers.

TOPIC: Balancing Self-Serve Technologies (A.I.) to Deliver an Effortless Customer Experience @ TechStyle Fashion Group LOCATION: TBD Introducing Artificial Intelligence into the contact center is the talk of the town, but these technologies are not designed to fully replace the human element of customer service. The key to an effortless customer experience is determining and providing the right balance of self-service Virtual Agents and real live Human Agents. Hear from TechStyle Fashion Group (creators of JustFab, Fabletics, FabKids) on the 4 benefits of incorporating A.I. self-service across multiple channels so that you can find that technology sweet spot in their Customer Experience.

12:50 P.M. - 1:50 P.M. LUNCH

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 1 Tuesday February 7th, 2017

1:50 P.M. - 2:35 P.M. PANEL

THE STRATEGIC APPLICATION Tim Hickler VP WW Customer Service OF TECHNOLOGY TO DRIVE Operations THE NEXT GENERATION OF Amazon CUSTOMER EXPERIENCE There is no doubt that technology is driving the evolution of Customer Scott Shute Experience. Key advancements in the Vice President of Global Customer Operations area of Artificial Intelligence, Machine LinkedIn learning, Virtual Reality, on Demand, Bots are creating opportunities to service and engage with our customers like never before. Our panel will examine the core Nate Rosenthal elements of these technologies and Head of Customer Support discuss the strategic value they offer the Square customer experience.

2:35 P.M. - 3:30 P.M. CUSTOMER ENGAGEMENT LIVE! This is where you get to work! Join a LIVE! roundtable with your peers to meet and exchange ideas. Your customers are a click away from the competition. And they expect faster, easier, and more personalized service as communication channels have exploded. Are your customers’ experiences consistent and excellent across all channels? Do you want to brainstorm on strategies and ideas to help you improve your current customer engagement strategy? Take part in our interactive breakout table sessions: • Discuss how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce • Meet and exchange ideas with executives from other leading companies and industries • Come away with at least one or two creative ideas or insights that you can use MODERATOR

Greg Sherry Vice President Marketing Verint

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 1 Tuesday February 7th, 2017

3:30 P.M. - 3:50 P.M. AFTERNOON BREAK

3:50 P.M. - 4:00 P.M. 5 MINUTES OF BRILLIANCE

4:00 P.M. - 4:45 P.M. CREATING CX DELIVERY IN AN OUTSOURCED MODEL Outsourcing has given brands the opportunity to scale, manage their cost, and enhance their customer experience on a global basis. These companies turn to partners for a variety of reasons and have utilized the business model very differently. Focused on creating a competitive advantage, this panel will discuss the business strategies and best practices for designing their customer experience delivery using a partner- enabled model. With a view forward, the panel will also explore a vision of outsourcing for the future and what brands and their partners need to be planning for. PANEL

Amit Shankardass Executive Vice President, Marketing Teleperformance

Melissa O’Keefe Global Head of Customer Experience Redbubble

Janet Bailey VP Sales and Customer Care Harry & David

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 1 Tuesday February 7th, 2017

4:45 P.M. - 5:15 P.M.

Thousands of times each day, consumers around the world turn to Social Networks to get their problems solved and their questions answered. Brands have recognized this and are meeting their customers on their favorite Social Networks. It’s an investment in time and money, and that investment is paying off. Customers are getting faster resolution through their channels of choice, and brands are experiencing improved agent productivity, higher net promoter scores, and quicker response times. In the age of social media, the online world can magnify one person’s problem by millions – decreasing customer loyalty and brand equity at the speed of light. PlayStation is one of the most iconic brands in the gaming experience world. Learn about Sony Interactive Entertainment’s social care journey from Catherine Jensen, Vice President of Consumer Experience, and hear how they are creating amazing customer experiences through a true multi-channel customer engagement model. KEYNOTE

Catherine Jensen Vice President, Customer Experience Sony Computer Entertainment America LLC

6:15 P.M. - 7:15 P.M. COCKTAIL HOUR Who doesn’t like a happy hour after a long day? Get your Tuesday evening started right by joining your peers for drinks and conversation at Cocktail Hour.

SPONSORED BY:

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 2 Wednesday February 8th, 2017

7:45 A.M. - 8:45 A.M. REGISTRATION & BREAKFAST

8:45 A.M. - 9:00 A.M. DAY 2 KICKOFF

9:00 A.M. - 9:45 A.M. KEYNOTE SPEAKER

9:45 A.M. - 10:30 A.M. CASE STUDY

10:40 A.M. - 11:10 A.M. BREAK

11:10 A.M. - 12:20 P.M. CUSTOMER SHOP TALK

12:25 P.M. - 1:10 P.M. PANEL

LAS VEGAS FEBRUARY 6TH-8TH, 2017

CONFERENCE DAY 2 Wednesday February 8th, 2017

1:10 P.M. - 1:40 P.M. WHEN HIGH-TECH JUST ISN’T ENOUGH. CREATING A DIGITAL HIGH TOUCH EXPERIENCE Before the shift to E-Commerce, customer care centers were the focal point for all customer needs. Creating, managing and monitoring a high touch experience was less complicated than it is today. For leading upscale retailers like Williams Sonoma the new norm must go beyond just digital and high tech. The goal is to create a seamless unobtrusive digital experience, coupled with exceptional high touch personal support, while transitioning from a traditional customer care center footprint, to a more flexible work from home platform. Join Craig Barnes, SVP of Customer Care, as he shares the operational considerations and impacts to creating a digital high touch experience for the Williams- Sonoma, Inc customer. KEYNOTE Craig Barnes Senior Vice President of Customer Service Williams-Sonoma, Inc.

1:40 P.M. - 2:30 P.M. LUNCH

2:30 P.M. - 5:00 P.M. INDUSTRY TOUR: Williams-Sonoma Visit the customer care heart of one of the nation’s leading upscale retailers. Explore not only one of the four physical locations that support the family of brands, but learn how Williams-Sonoma’s work from home population has grown from its grass roots efforts to become one of the largest populations in the customer care network, including dedicated virtual locations in the US. During the one hour tour you will learn how the customer care organization supports the Omni-channel customer experience for its seven leading home furnishing brands. Upon arrival, you will notice our product-filled lobby that is both designed and decorated by our local retail stores, as well as various product displays sprinkled throughout the center. Instilling a work hard/play hard environment, you will see the smiling faces from wall to wall that live our mission to “Enhance the Quality of our Customer’s Lives at Home.” You will not want to miss touring our energetic, friendly environment here at Williams-Sonoma Inc!

LAS VEGAS FEBRUARY 6TH-8TH, 2017

PRICING CORPORATE BRAND ATTENDEE DEFINITION: I am a customer service/customer experience professional representing a brand. ie Target, FedEx, Amazon, etc.

Early Bird - Register Early Bird - Register Full Price by Dec. 9th, 2016 by Jan. 6, 2017 (USD) (USD) (USD)

$999 (Save $300 off Corporate Brand $1,099 $1,299 the full purchase price)

SPECIAL OFFERS

1 First Time Attendee? 2 Refer a friend 3 Want to bring a group? Get 50% Off. If you’re a previous CR Summit Bring three or more attendee & invite a guest to guests & receive a attend with you, receive a special discount. discount for you and your guest.

Well organized and valuable sessions. The networking opportunities to talk to peers in the The intimate size and very timely customer space is highly valuable. Action packed. Great mix of brands. and relevant nature of the content presented made this event the most - Aaron McMillan, Managing - Michael Martin, SVP, CIBC “ “ “ valuable event I’ve attended in 15+ Director – Quality Services, Applications & Refunds, United years. Airlines ” ” ” How to Register execsintheknow.com/events/crs-las-vegas

Questions? [email protected]

LAS VEGAS FEBRUARY 6TH-8TH, 2017 A MEETING OF THE BRIGHTEST MINDS IN CUSTOMER EXPERIENCE

We know that your time is incredibly valuable and take that into consideration to ensure the best speakers, content, attendees, and experts are in the room, so that you can learn valuable insights, lessons, and best practices to strengthen your own brand strategies. At CRS Las Vegas you will team up with the most inspiring minds in the industry that are devoted to creating increased competitive advantage, through the service channel. Through education, collaboration, networking, and moments of awe you will leave CRS inspired to create a new frontier of service, ready to compete in the experience economy. If you are a Manager, Director, VP, or C-Level employee, and focus on the customer or overall customer experience, then this is the event for you. Whether you’re in Marketing, IT, Operations, etc. there is something for everyone at CRS Las Vegas. Step out of your customer service comfort zone and join us to expand your industry knowledge, network with other like-minded individuals, and experience a bit of personal growth, in a positive, relaxed setting. BRANDS THAT HAVE PREVIOUSLY ATTENDED

Proudly Canadian. Border-free shopping.

Chad’s ability to connect people Just a great event with the right focus. The food, venue and overall agenda creates a strong community feel and If I could only attend one event, this was excellent. I feel this event has a helps to break down barriers. The would be it. higher level attendee which makes for panels are great because you hear very productive conversation. “many points of view. “- JC Quintana, Founder, Corporate “ Relationship Group - Ginna Sauerwein, Managing - Shellie Dow, Sr. Director, Contact Director, FedEx TechConnect Center, Nintendo of America ” ” ” REGISTER: execsintheknow.com/events/crs-las-vegas/ #CRSUMMIT 14 CUSTOMER RESPONSE SUMMIT

LAS VEGAS FEBRUARY 6TH-8TH, 2017