QUALTRICS
MASTERCLASS


Qualtrics

How To Develop Culture And Leadership

Leonie Brown, Vicky Katsabaris // Principal Consultant, Principal Consultant

Qualtrics

How To Develop Connected Employees

Ben Granger // Principal Consultant

Qualtrics

How To Develop A CX Management System

Matt Nelson // Product Marketer, CX

Qualtrics

How To Develop Customer Intelligence

Luke Williams // Head of CX Practice

Qualtrics

How To Develop Continuous Program Innovation

Carol Haney, Dave Vannette // Senior Research Scientist, Principal Research Strategist

AGENDA


Mon

May
22
CULTURE & LEADERSHIP

Strategic Horizons - Keynote Presentation

The Experience Economy: Making It Engaging, Memorable, And Personal

Joe Pine // CEO and Author

The Leading Hotels of the World - Keynote Video

The Leading Hotels of the World: The Brand Experience Shift

Shannon Knapp, Angelo Sasso // CMO, SR Director - Analytics & Customer Insights

Patagonia

The Patagonia Playbook for CX Success

Ellen Needham // Head of Omnichannel Insights

Northwestern Mutual

End-To-End VoC Program: From Inception To Operationalization

Shuchi Khurana // Director, Voice of Client

McKinsey & Company

Avoiding the Seven Deadly Sins of Customer Experience Transformations

Ewan Duncan // Senior Partner

TUE

May
23
CX MANAGEMENT SYSTEM

Zappos

Person Centric Research - Combining Web Analytics With Customer Research

Alex Genov // Head of Research

Jive Communications

How Customer Feedback Can Accelerate Sales Productivity

David D. Rowley // VP of Customer Experience

JetBlue

Empowering Your Organization To Follow Up The Right Way

Danny Cox // Director of Customer Support

Twitter

Best Practices For Creating Rich, Personalized Conversations At Scale On Twitter

Jeff Lesser // Twitter Business Messaging Leader

McKinsey & Company

Best Practices in Customer Journey Measurement

Victoria Bough // Head of Customer Experience Solutions

WED

May
24
CUSTOMER INTELLIGENCE

CDW

How To Use Customer Analytics To Reduce Sales Friction

Andrew Lausch // Senior Director, Analytics and Insights

CustomersFirst Now

Creating a CX Quick Win Scorecard: How To Focus On The Most Impactful Touchpoints Using The Right Data

Kerri Nelson // CEO

Universal Orlando

Developing An Agile Research Machine

Nuria Ramsay Colon // Senior Manager, Consumer Insights & Analysis

McKinsey & Company

Leveraging Journey Analytics To Deliver Superior Customer Experiences

Maxence Vancauenberghe // VP Journey Analytics

THU

May
25
CONTINUOUS INNOVATION

Customer Bliss

How Research Drives Innovation At Peloton Cycle: The Human Duct Tape Show

Jeanne Bliss // CEO and Author

BBC

Outside In: The Future Of Insight

David Boyle // EVP, Insight

VW Australia

Building A Culture Of Continuous Improvement

Jason Bradshaw // Director Customer Experience, VW Australia

Jet.com

Democratizing Customer Insights

Ben Babcock // Head of Research

McKinsey & Company

Continuously Enhancing CX Through Next Generation Operating Model Transformation

Rohit Sood // Partner

Speakers


Joe Pine


Author of the Experience Economy, Strategic Horizons

Shannon Knapp


CMO, The Leading Hotels of the World

Angelo Sasso


SR Director, Analytics & Customer Insights, The Leading Hotels of the World

Ellen Needham


Head of Omnichannel Insights, Patagonia

Alex Genov


Head of Research, Zappos

Shuchi Khurana


Director, Voice of Client, Northwestern Mutual

Ben Babcock


Head of Research, Jet.com

Jeanne Bliss


Author and CEO, Customer Bliss

Ewan Duncan


Senior Partner, McKinsey & Company

Jason Bradshaw


Director Customer Experience, Volkswagen Australia

David Boyle


EVP, Insight, BBC

Danny Cox


Director of Customer Support, JetBlue

Andy Lausch


Senior Director, Analytics & Insights, CDW

Victoria Bough


Head of Customer Experience Solutions, McKinsey and Company

Luke Williams


Head of CX Practice and NY Times Bestselling Author, Qualtrics

Nuria Ramsay Colon


Senior Manager, Consumer Insights & Analysis, Universal Orlando

Maxence Vancauenberghe


VP, Journey Analytics, McKinsey & Company

Kerri Nelson


CEO, CustomersFirst Now

Jeff Lesser


Twitter Business Messaging Leader, Twitter

Rohit Sood


Partner, McKinsey & Company

David D. Rowley


VP of Customer Experience, Jive Communications

Matt Nelson


Head, CX Growth, Qualtrics

Benjamin Granger, PHD


Principal Consultant, Qualtrics

Dave Vannette


Principal Research Strategist, Qualtrics

Vicky Katsabaris


Principal Consultant, Qualtrics

Carol Haney


Senior Research Scientist, Qualtrics

Leonie Brown


Principal Consultant, Qualtrics