Understanding the Customer Experience presented by USPS (Members Only Conference)

This event is over.
When
Begins:Tuesday, May 8, 2018 at 8:00am
Ends:Tuesday, May 8, 2018 at 3:00pm
Where

Grand Hyatt San Antonio
600 E. Market Street
(in Hyatt Lone Star A and B)
San Antonio, TX 78205

Agenda
Tuesday, May 8, 2018
8:00am  

Pre-Conference Session

Henry B. Gonzalez Convention Center

 

BONUS CONTENT: THE ART AND SCIENCE OF CUSTOMER CONNECTIONS

Arrive early for a session led by Jakki Krage Strako, Acting Chief Customer and Marketing Officer and Executive Vice President at USPS, that will bring together industry leading creative thinkers from the fields of neuromarketing, omni-channel marketing and direct marketing to showcase techniques to create deeper connections with customers.  There is no prior registration required for this session.

10:00am  

General Session Begins

Grand Hyatt-Lone Star A and B

 

ENHANCING THE CUSTOMER EXPERIENCE WITH MAIL

Customer needs and expectations grow and evolve rapidly; nobody knows this better than USPS! Providing excellent Customer Experience (CX) is key to gaining customer loyalty and requires steadfast dedication. Join Dan Barrett, USPS Director, Customer Experience and Market Insights, as he shares key CX insights, lessons learned, and offers new ways to enhance the way your customers interact with your content.


Dan Barrett

Director, Customer Experience and Market Insights

USPS

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USAA: COMMITMENT TO EXCELLENCE IN DELIVERING THE CUSTOMER EXPERIENCE

USAA is a Fortune 150 company providing insurance, banking, investments, retirement products and advice to over 12 million current and former members of the U.S. military and their families. USAA puts its members and their needs at the heart of the business. It doesn’t just strive to sympathize with their needs - it goes to great lengths to see the world from their perspective and design a world-class experience. USAA is consistently recognized for outstanding service, having been ranked number one for eight consecutive years in auto insurance, home/contents insurance and banking by Satmetrix Net Promoter Score. Wes Laird, chief marketing officer at USAA, will share more about how the company thinks about and designs around the member experience.

Wesley Laird

Chief Marketing Officer

USAA

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OMNICHANNEL ADVERTISING CUSTOMER-OBSESSED RENAISSANCE NEEDED

Marketers and their agencies need to be more customer obsessed and do so at every touchpoint in the consumer journey. A better understanding of customers is required and that needs to include knowledge of the relationship individual consumers actually want to have with brands. Companies including Amazon and Netflix get this but most do not. In this session Forrester analyst Joanna O’Connell will share how mastering customer obsession can help “future proof” a brand.

Joanna O’Connell

Vice President, Principal Analyst

Forrester

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12:30pm  

Lunch

1:30pm  

CUSTOMER DRIVEN INNOVATION

In today's competitive market customer loyalty is not guaranteed. Companies that are proactive in not only meeting customer demands but also exceeding expectations by understanding customer needs are gaining a significant advantage. This presentation will dive into the catalyst of the innovation era and explore the upside of customer driven innovation. Organizations can create lasting customer loyalty by capitalizing on innovative technologies and the voice of the customer.

Mike Debnar

Principal, Retail Solutions

Medallia

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IMPACT OF EMERGING TECHNOLOGIES ON CUSTOMER EXPERIENCE

Emerging technologies make an impact on delivering more personalized customer experiences at each stage of the decision and usage journeys. This session will provide a practical guide on how AI, IoT and conversational computing can be incorporated into your customer experience strategies.

John Ellett

Chief Marketing Officer

Springbox

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3:00pm  

Conference Adjournment

  • GES
  • gyro:
  • EMA