RECORDINGS

// Building Your Vision

Building a Model for Customer Experience at Porsche

Porsche

Andrew Pine - VP, Customer Relations Watch Recording

Developing a Customer Experience Vision

McKinsey & Company

Ron Ritter - Principal
Will Enger ‰‰- Associate Principal
Watch Recording

The Future of the Work Experience

Dropbox

Leanne Waldal - Head of Research Watch Recording

Where Are You on the Path to CX Management Maturity?

Forrester

Megan Burns - Vice President Principal Analyst Watch Recording

Winning the Battle for Share of Wallet

AECOM

Luke Williams - NY Times Bestselling Author and Vice President, AECOM Watch Recording

10 Steps to Mapping Your Customer Journey

KerryBodine & Co.

Kerry Bodine - Customer Experience Coach Watch Recording
Qualtrics Capstone Webinar Series

How to Build a CX Vision

Qualtrics

Bruce Paul - Principal Consultant, Customer Experience Watch Recording

3 Ways to Kickstart your CX Program

Hollard Insurance

Amanda O'Donnel - Customer Experience Team
Clint Kerekes - Customer Experience Team
Watch Recording

Solve for the Customer: Characteristics of World-Class Customer Success

Hubspot

Colleen Carney - Director of Services EMEA Watch Recording

How the Best Brands Build Lasting Customer Loyalty

Author - Adrian Swinscoe

Adrian Swinscoe Watch Recording

Content downloads

The Customer Room Manifesto

Jeanne Bliss

VOC Self assessment survey

Qualtrics

The Customer Experience Compendium

McKinsey

// Executing Your Vision

From Big Data to Customer Insights

Universal Orlando

Nuria Ramsay Colon - Senior Manager, Consumer Insights & Analysis Watch Recording

How to Leverage Analytics, Design, and Development to Transform Customer Journeys

McKinsey & Company

Maxence Vancauwenberghe - Principal Watch Recording

Integrating Customer Analytics Into Your Business

CustomerFirst Now

Kerri Nelson ‰- CEO, former SVP Customer Care (IHS) Watch Recording

Monetizing Mobile: How to Deliver Value from Improved Customer Experience

Bain & Company

Mark Schofield ‰‰- Principal Watch Recording

Optimizing the Omnichannel Customer Experience

Patagonia

Ben Stewart ‰‰- Customer Experience Watch Recording

Using Rapid Process Improvement to Transform the Customer Experience

McKinsey & Company

Andrea Peyracchia - Digital Partner Watch Recording
Qualtrics Capstone Webinar Series

How to Execute Your Vision

Qualtrics

Jamie Morningstar ‰‰- Product Manager Watch Recording

Prioritizing Action Through Analytics

Ciena

Garry Clamp ‰‰- Director of Customer Experience Watch Recording

Laggard to Leader - Critical Steps to CX Transformation

The Holla Agency

Alex Allwood ‰‰- Author and CEO Watch Recording

Building and Evolving a Dynamic CX Program

Bord Gais Energy

Aisling McCarthy ‰- Customer Experience & Operations Improvement Watch Recording

How to Assure Your Vision is not an Hallucination: Lessons from World Class Customer Experience Organizations

Author Joseph Michelli, PhD

Joseph Michelli Watch Recording

Content downloads

The Ultimate VOC starter kit

Qualtrics

Five disciplines of customer experience leaders

BAIN & CO

21 must haves for selecting a VOC platform

Qualtrics

// Changing Your Culture

Democratizing Customer Insights

Jet.com

Ben Babcock ‰‰- Head of Research Watch Recording

Combining UX Research, Marketing Research, and Web Analytics to Build a Complete View of the Customer

Zappos

Alex Genov ‰‰- Head of UX Research Watch Recording

Creating a Customer-Centric Learning Culture

American Express (formerly)

Adam Rothschild ‰‰- VP & Head of Global Marketplace Insights Watch Recording

Using Twitter to Create a Customer Experience That Gets Results

Twitter

Jeff Lesser ‰‰- Product Marketing for Customer Service Initiative Watch Recording

Delivering World-Class Customer Service: Lessons From the Mouse

Snow & Associates

Dennis Snow - President Watch Recording
Qualtrics Capstone Webinar Series

How to Change Your Culture

Qualtrics

Ben Granger Ph.D. - Principal Consultant Watch Recording

Delivering a Client-Centric Culture in Professional Services

ARUP

John Clay ‰‰- Head of Marketing Watch Recording

Telling Your Customer Company Story: Writing a Book to Connect with Your Customers

Author - Fernando Pizarro

Fernando Pizarro Watch Recording

Content downloads

The Apology Peace Process

Jeanne Bliss

The Challenges Holding Back CX Leaders And How To Overcome Them

Forrester

Crafting a customer obsessed culture

Forrester

// Achieving and Communicating Results

The Audi CX Transformation

Audi / CustomerBliss

Mark Ramsey -General Manager Audi Experience
Jeanne Bliss ‰‰- Author & CEO
Watch Recording

Empowering Your Organization to Follow Up the Right Way

Jetblue

Danny Cox ‰‰- Director, Customer Support & Insights Watch Recording

Linking the Customer Experience to Value

McKinsey & Company

Alex Rawson - Principal
Joel Maynes - Associate Principal
Watch Recording

Best Practices for Closing the Loop

Qualtrics

Catriona Sheil - Principal Consultant, Customer Experience Watch Recording

Infusing Emotion Into Your Customer Experience

Temkin Group

Bruce Temkin ‰‰- Founder Watch Recording
Qualtrics Capstone Webinar Series

How to Achieve and Communicate Results

Qualtrics

Kyle Groff Ph.D. - Principal Consultant, Customer Experience Watch Recording

Maximising Net Promoter Success

DBM Consultants

Tony Williams ‰‰- Group Account Director and Head of Customer Experience & NPS Research Watch Recording

How to leverage Analytics, Design and Development to Transform Customer Journeys

McKinsey & Company

Maxence Vancauwenberghe - Principal Watch Recording

Driving Value: CX Metrics for Success

Pearson

Clarissa Valiquette – VP Research & Insights Watch Recording

Content downloads

The customer attrition model

Qualtrics

SPEAKERS

Andrew Pine

VP, Customer Relations
Porsche

Leanne Waldal

Head of Research
Dropbox

Mark Ramsey

General Manager Audi Experience
Audi

Garry Clamp

Director of Customer Experience
Ciena

Line Hartvig Muller

Senior Principal
McKinsey & Company

Megan Burns

VP & Principal Analyst
Forrester

Luke Williams

VP, Client Care
AECOM

Ben Babcock

Head of Research
Jet.com

Alex Genov

Head of UX Research
Zappos

Alfonso Pulido

Principal
McKinsey & Company

Kerri Nelson

CEO, former SVP Customer Care (IHS)
CustomerFirst Now

Danny Cox

Director, Customer Support & Insights
JetBlue

Ron Ritter

Principal
McKinsey & Company

Nuria Ramsay

Senior Manager, Consumer Insights & Analysis
Universal Orlando

Ben Stewart

Customer Experience
Patagonia

Adam Rothschild

VP & Head of Global Marketplace Insights at American Express (formerly)

Kevin Neher

Principal
McKinsey & Company

Kyle Groff

Principal Consultant, Customer Experience
Qualtrics

Bruce Temkin

Founder
Temkin Group

Jeff Lesser

Product Marketing | Customer Service Initiative
Twitter

Joel Maynes

Principal
McKinsey & Company

Alex Rawson

Principal
McKinsey & Company

Dennis Snow

President
Snow & Associates

Ben Granger

Principal Consultant, Employee Experience
Qualtrics

Will Enger

Associate Principal
McKinsey & Company

Bruce Paul

Principal Consultant, Customer Experience & Research
Qualtrics

Andrea Peyracchia

Associate Principal
McKinsey & Company

Jeanne Bliss

Author
CustomerBliss

Kerry Bodine

Customer Experience Coach
KerryBodine & Co.

Catriona Sheil

Principal Consultant, Customer Experience
Qualtrics

Maxence Vancauwenberghe

Engagement Manager
McKinsey & Company

Jamie Morningstar

Product Manager
Qualtrics

Brooke Boyarsky

Engagement Manager
McKinsey & Company

Amanda O'Donnell

Customer Experience
Hollard Insurance

Alex Allwood

CEO
The Holla Agency

John Clay

Head of Marketing
ARUP

Tony Williams

Group Account Director and Head of Customer Experience
DBM Consultants

Adrian Swinscoe

Author

Aisling McCarthy

Customer Experience & Operations Improvement
Bord Gais Energy

Fernando Pizarro

Author

Colleen Carney

Director of Services
Hubspot

Clarissa Valiquette

VP, Research & Insights Pearson