From the opening workshops on Tuesday afternoon to the celebration on Thursday afternoon, you won’t want to miss a thing. Here’s the latest agenda for the CX Summit:
|TUESDAY – SEPTEMBER 26, 2017|
|12:30 pm – 2:30 pm||Pre-Summit Workshop:
Understanding Your Market to Leverage the Customer Advantage
|3:00 pm – 5:00 pm||Pre-Summit Workshop:
Designing Breakthrough Customer Experiences
|5:00 pm – 6:00 pm||Client-Only Welcome||More Info|
|6:00 pm – 6:30 pm||New to the Walker Summit?||More Info|
|6:30 pm – 7:30 pm||Reception||More Info|
|9:00 pm||Nighttime Networking - Hotel Bar||More Info|
|WEDNESDAY – SEPTEMBER 27, 2017|
|7:30 am – 8:15 am||Breakfast|
|8:30 am – 9:30 am||Welcome and Opening Keynote||More Info|
|9:45 am – 10:15 am||NEW RELEASE: Creating the Customer Advantage||More Info|
|10:15 am – 10:30 am||Practitioner Story|
|11:00 am – 11:45 am||BREAKOUT SESSIONS
|Taking the Lead on CX Innovation||More Info|
|Leveraging a Cross-Functional Team to Drive Action||More Info|
|Creating a Dynamic Customer Intelligence Approach||More Info|
|11:45 am – 12:45 pm||Lunch|
|12:45 pm – 1:45 pm||Tips and Tools for Creating the Customer Advantage – Roundtable Discussions||More Info|
|2:00 pm – 2:45 pm||BREAKOUT SESSIONS|
|Creating Value for All Stakeholders||More Info|
|Change Management||More Info|
|Customer Perceived Impact||More Info|
|3:15 pm – 4:30 pm||GENERAL SESSION: Keynote, Practitioner Stories, Walker Update||More Info|
|6:00 pm||Reception and Dinner|
|9:00 pm||Nighttime Networking||More Info|
|THURSDAY – SEPTEMBER 28, 2017|
|7:30 am – 8:15 am||Breakfast|
|8:30 am – 9:30 am||KEYNOTE PRESENTATION||More Info|
|9:45 am – 10:30 am||GENERAL SESSION: Walker Study & Practitioner Stories||More Info|
|11:00 am – 11:45 am||BREAKOUT SESSIONS|
|Aligning CX and Your Brand||More Info|
|Customer Emotion||More Info|
|Forecasting the Business Impact of CX Change||More Info|
|11:45 am – 12:45 pm||Lunch|
|12:45 pm – 1:30 pm||BREAKOUT SESSIONS|
|Building an Engaged Customer-Focused Workforce||More Info|
|Increase the Speed to Action With Experiments||More Info|
|The Latest and Greatest in CX Analytics||More Info|
|2:00 pm – 3:00 pm||KEYNOTE & WRAP UP||More Info|
|3:00 pm – 5:00 pm||
Tuesday, September 26, 2017 - 3:00 pm - 5:00 pm
Arrive to the CX Summit early and attend this extra session!
Creating a competitive advantage requires CX professionals to go beyond the relatively simple task of fixing well-known customer pain points. Truly innovating how customers interact with you throughout their journey is harder to do, but is absolutely key to building sustainable differentiation in your marketplace.
This two-hour workshop will provide a crash course on developing a CX innovation mindset, from the fundamental concepts behind design thinking to practical tools and techniques. Some of the topics we'll cover include:
At the conclusion of this highly interactive workshop you’ll feel confident in your ability to start practicing CX innovation principles at your own organization.
Tuesday, September 26, 2017 - 12:30 pm - 2:30 pm
Arrive to the CX Summit early and attend this extra session!
Executives recognize the importance of knowing their market environment in order to differentiate. Opportunities to create a differentiated experience often result from uncovering new insights. Focusing on illuminating differences between you and your competitors not only helps pinpoint why you get the business but also informs potential avenues for differentiation and innovation. During this workshop we'll:
We want to welcome Walker clients to the CX Summit. Join us to hear a brief update of company happenings, renew relationships with fellow clients and discuss the event with Walker staff.
Is this your first time attending the B-to-B CX Summit? This session provides key introductions and an overview of the program to ensure you maximize your experience at the event. Please join us for this casual reception so you can make the most of your time in San Antonio.
Join us as we welcome all attendees to San Antonio. No formal program – just an opportunity to network with other CX professionals from a wide variety of B-to-B companies.
Join us to continue networking into the evening at Q Bar, the Hyatt’s nightspot with terrific views of the famous San Antonio Riverwalk.
This time we’ll venture off-site to a local hot spot to continue our networking and get a taste of San Antonio culture!
We’ll officially kick off the CX Summit with a welcome from Walker and a dynamic opening keynote address from Jay Baer. A renowned business strategist and best-selling author, Jay travels the world helping businesspeople get and keep more customers. He is the founder of Convince & Convert, a strategy consulting firm that helps prominent companies gain and keep more customers through the smart intersection of technology, social media and customer service.
We all know CX makes a difference, but how effective are CX leaders at implementing their strategies? And how well do companies leverage CX to create a competitive advantage? In this session Walker will release the findings of our latest special report. Based on our analysis we’ll share the most important elements for CX success and introduce new tools to help customer experience leaders assess and build solid strategies for success.
With CEOs focused on the customer experience as a way to competitively differentiate, CX professionals have a unique opportunity to lead their company’s innovation efforts across customer interactions and touchpoints. In this session we’ll share how the CX function can step outside of its traditional “scores and metrics” role to become the driver for creating breakthrough experiences. Some of the topics that will be covered are:
As a customer experience professional, driving action across organizational levels, business units and functions is a significant challenge. Yet improving the customer experience requires engagement and coordination across people and departments to achieve meaningful change. During this session we will:
In the Information Age there is no shortage of data about customers. In fact, garnering the right insights in a sea of customer intelligence can feel like a never-ending search, particularly if you’ve been conducting a customer experience program for a while. During this session we’ll concentrate on improving the way we gather, analyze and use various types of customer intelligence. We’ll review the following:
Customer experience professionals are in a unique role to help the company create value for all of its primary stakeholders, including customers, employees, partners and shareholders. During this session, we’ll explore all of the various stakeholders that a company serves. We’ll discuss:
CX professionals should regularly discuss creating change. Haven’t we all seen how even good action plans can be hard to fully execute? Many leaders are surprised by how their associates resist changes and the general inertia facing even the best improvement plans. But such behavior can be anticipated and treated with a few proven change management remedies. During this session we will discuss:
Have you ever had this happen? Your company makes an improvement based on customer intelligence, but customers don’t recognize the change. To create the customer advantage, companies must deliver an experience the customer recognizes and values. During this session we’ll explore:
Consider the following two elements – (1) your brand promise is the unique value your company delivers to customers, and (2) your customer experience is the way customers interact with your company. It doesn’t take long to realize that the two really need to work together to authentically bring a brand to life. In fact, as CX and traditional marketing converge, alignment of the two is increasingly critical to creating competitive advantage. In this session we’ll take a closer look at the relationship between CX and brand and how alignment can multiply the power of your brand story.
Too often we associate customer emotion with B-to-C companies. However, the role of emotion in B-to-B relationships is often more significant as there can be more at stake and more individuals impacted by business decisions. During this session we will:
When you deliver CX recommendations, do you also share the impact you anticipate? In this session we’ll discuss the best ways to forecast the impact of CX change and measure progress, and we’ll share tools that customer experience professionals can use to create and monitor forecasted impact. Key topics include:
While CX isn’t a human resources function, it can be a valuable resource for helping employees across the organization identify with customers. During this session we’ll take a look at the role CX professionals play in engaging employees to create a customer-focused experience. Key topics include:
Often, customer-focused initiatives get derailed because of excessive discussion and due diligence. In many cases, companies can benefit more from a “nail it and scale it” approach, where they employ a continuous cycle of trying an idea, seeking customer approval/disapproval, adjusting and re-evaluating. During this session will share this process and discuss:
Ever felt like there was nothing new and exciting happening in your data? Need new inspiration for your CX analytics plan? You won’t want to miss this session. We’ll explore Todd Rose’s “The End of Average” as context for a deeper conversation around CX analytics. As customers’ demands for personalized services increase, we need CX analytics that accommodate customer uniqueness rather than statistical averages. In this session you will learn:
In a fast-paced, interactive format you’ll discuss the most relevant challenges, tips, and best practices for establishing and maintaining a customer advantage. Pick your topic and join in the discussion!
In this general session, CX professionals take center-stage! In a “TED Talk” format we’ve invited customer experience leaders from several leading companies to share their success stories.
Get your day started with some exercise! Take part in our yoga session or participate in our group run and walk.
Watch for an upcoming announcement of our next great keynote speaker!
Are you prepared for customers of the future? We’ll take a look back at findings from Walker’s groundbreaking report, Customers 2020, to see just how well companies are doing in preparing for customers of the future. In that report we cited soaring customer demands that will challenge the way companies operate. We’ll share a critical view on how much progress companies have made, what they must do to be on pace and announce plans for our next study on the future of customer relationships.
We’ll close the Walker CX Summit with a true inspirational story of human achievement. Ed Viesturs is a veteran world-class climber and bestselling author and is the only American to have climbed all fourteen of the world’s 8,000-meter peaks, and only the sixth man to do so without supplemental oxygen. His story is personal, fascinating, harrowing, deadly and inspiring. And also, the perfect way to conclude our program.
A Walker CX Summit tradition – we wrap up our events with a celebration of CX. Join us for one final (and fun) opportunity to interact with likeminded professionals and reflect on what you learned throughout the Summit.
Ten Methods for Transforming Customer Experiences
Walker released a new framework for optimizing customer experiences during the B-to-B CX Summit last year. This year, we’ll share ten innovative tools, and techniques that companies are using to transform their customer experience initiatives and create a competitive advantage for their company.
A VIEW FROM THE TOP
What CEOs Really Think of Customer Experience
During the opening session, Walker will launch their latest report, "A View from the Top – What CEOs Really Think of Customer Experience." Walker is partnering with Chief Executive Magazine on this groundbreaking study for the CX industry. We’ll share initial findings, discuss what’s on the mind of the CEO, and share the implications for CX professionals, including how they can garner buy-in, support, and the resources they need. You’ll also have a chance to contribute to this ongoing study!
Harley is a research director in the Customer Experience practice at Forrester, and the coauthor of Outside In: The Power of Putting Customers at the Center of Your Business. Harley's research, analysis, and opinions have appeared in The Harvard Business Review, Forbes, The Economist, FT.com, Fast Company, Investor's Business Daily, and Direct Marketing News. He is a regular contributor to the 1to1 media blog. An accomplished speaker, Harley has keynoted major business conferences around the world.
TED Radio Hour
Guy Raz is the host and editorial director of the TED Radio Hour, a co-production of NPR and TED that takes listeners on a journey through the world of ideas. It airs on more than 600 public radio stations across the U.S. and on radio in more than 16 countries. Since its official launch in March 2013, TED Radio Hour has become the fastest growing program in public radio history and one of the top podcasts in the United States.
STACY D. NELSON, ED.D.
Dr. Nelson brings more than thirty years of experience in leadership development to the VitalSmarts faculty. Stacy has become a trusted leader in corporate training and organizational performance. He helps teams and companies increase organizational effectiveness, achieve bottom-line results, and become measurably more vital.
Chief Executive Group
Marshall Cooper is CEO of Chief Executive Group, a fast-growth business and publisher of Chief Executive Magazine. Mr. Cooper will draw on his extensive experience interacting with many of the world’s most influential CEOs to share what is on the mind of the CEO and what customer experience professionals can do to ensure their CX strategies are powerful enough to garner the attention and support of company’s most important executives.