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CXFusion 2017 Presentations

Workshops

Journey Mapping: Infusing the Customers’ Point of View into the Foundation of Your CX Strategy

  • Stacy Bolger – Sr. Director, Strategic Consulting, MaritzCX

Driving Actionable CX Programs

  • Jen Rubin – Associate Practice Lead, MaritzCX

CXEvolution: CX Success for Everyone

  • Lisa London – Director, CX Consulting, MaritzCX

Creating Dashboards and Reports that Drive Individual Behavior and Improvement

  • Eleanor Telling – Director, Solutions Design, MaritzCX

How Feelings Affect CX and What You Can Do About It

  • Lisa London – Director, CX Consulting, MaritzCX
  • Michelle Turner – Sr. Director, Product Management and Marketing, MaritzCX

The Art of Designing Successful Surveys Using the Latest Best Practices

  • Ted Saunders – Product Manager, MaritzCX
  • Karel Mette – Creative Director, MaritzCX

Keynotes

Delivering Enterprise CX

  • Mike Sinoway – President & CEO, MaritzCX

Accelerating the Success of Your Enterprise CX Initiatives

  • MaritzCX Executives

Evolving Your CX Lens: A Human-Centered Engagement Framework

  • Barry Kirk – VP, Loyalty Strategy, Maritz Motivation Solutions

The Power of Closed-Loop VoC Done Right

  • Ali Mutch – Head of Research Operations, Royal Bank of Scotland

 

Breakout Sessions

Empowering Front-line Employees

  • Bryan Rhodes – VP, Product Management, MaritzCX

Turning the Boardroom into CX Activists

  • Kate Woodcock – Sr. Director Customer Advocacy, VMWare

Delivering CX Transformation or Location CX Stagnation?

  • Faith Adams – Customer Experience Analyst, Forrester

Delivering Superior CX While Maintaining Effective Oversight

  • Bryan Comite – Managing Director, Business Performance Improvement, Protiviti
  • Jason Roberts – Managing Director, Internal Audit & Financial Advisory, Protiviti

What’s New at MaritzCX

  • Bryan Rhodes – VP, Product Management, MaritzCX
  • Stacy Bolger – Sr. Director, Strategic Consulting, MaritzCX

Creating the World’s Best Closed-Loop Program

  • Hamish Wood – Sr. Customer Experience & Insights Partner, SPARK

What’s Your CX ROI?

  • Lisa London – Director, CX Consulting, MaritzCX
  • Stacy Bolger – Sr. Director, Strategic Consulting, MaritzCX

Evolution of TELUS’ Customer Feedback Program

  • Stavros Davidovic – Manager, Feedback & Recovery Management, TELUS

Research Survey Design Results. Survey Says…

  • Ted Saunders – Product Manager, MaritzCX
  • Roddy Knowles – Director, Product and Research, Research Now SSI

Fostering Customer-Centricity through Curiosity and Conflict

  • Ninita Ekstrand – Member Experience Architect, WSECU

Benefiting from Benchmarking

  • Shawn St. Clair– Director, Syndicated Research, MaritzCX
  • Michelle Turner – Sr. Director, Product Management and Marketing, MaritzCX

Keynotes

Helpful versus Creepy: Data Transparency in Customer Recommendations

  • Charlotte Blank – Chief Behavioral Officer, Maritz

Breakout Sessions

Expanding into CX Digital Channels

  • Peter Narog – Manager, Customer Insights, Xcel Energy

10 Ways to Reboot Your CX Program

  • Dave Fish – CEO and Founder, CuriosityCX

Leveraging Digital Channels

  • Ted Saunders – Product Manager, MaritzCX
  • Thom Martin – Solution Consultant, MaritzCX

Bullseye! Designing and Implementing a Closed-Loop VoC System That’s Right on Target

  • Alistair Mutch – Head of Research Operations, Royal Bank of Scotland

Embedding VoC and CX Into Company and Employee Goals

  • Jennifer Rulon – Customer Experience Manager, Indiana Farmers Insurance

Driving the Customer Experience at the Intersection of LX and AI

  • Barry Kirk – VP, Loyalty Strategy, Maritz Motivation Solutions
  • Jesse Wolfersberger – Sr. Director, Decision Sciences, Maritz Motivation Solutions

Aligning Your Organization Around CX

  • Stacy Bolger – Sr. Director, Strategic Consulting, MaritzCX
  • Mary Barnidge – Client Success Director, MaritzCX