Tag Archives: experience design

Official Call for Presenters Now Open: Total Customer Experience Leaders Summit

The Institute for International Research (IIR) presents
Due to the high volume of submissions, we suggest you submit your proposal early and no later than Thursday, August 29, 2013 to Rachel McDonald, Senior Conference Producer at rmcdonald@iirusa.com or 646.895.7405.

The Total Customer Experience Leaders Summit is an event that showcases B2B and B2C trends, insights and best practices for designing, measuring, aligning and communicating your customer experience strategy to ensure business relevance.

A Three Day Conference Experience Featuring NEW Topics:

Customer Experience Design & Measurement
  • User Experience Design
  • Design Research & Methods
  • Redesigning a Program
  • Analyzing VOC
  • Design Thinking
  • Loyalty Measurement
  • Data-Rich Insights & Analytics 
  • Big Data Initiatives 
  • Social Media Engagement & Feedback
  • Customer Insights 
  • New Technologies & Methodologies
  • Internal Customer Index Scoring vs. NPS
  • Enterprise Feedback Management

Strategy & Alignment
  • Using VOC to Take Actionable Insights
  • Engagement Learnings
  • Monetizing Your Customer Experience
  • Recovery Strategy
  • Linkage to ROI
  • Customer Service Strategies
  • Aligning Customer Touchpoints
  • Combating Survey Fatigue 
  • Linking Data Sources
  • Personalization & Customization 
  • Driving a Customer Centric-Culture

High Level Keynote Sessions that Focus On:
  • Innovation & Creativity
  • Operational Perspective
  • Chief Listener 
  • Customer Before Profit
  • Culture & Change Management
  • The Role of Emotions 
  • Developing Relationships
  • Digital Customer Experience
  • Customer Behavior / Generational Nuances 
  • Leadership
  • Global Perspectives

We are also happy to consider topics not listed here that you feel would add value and be appropriate.

Speakers receive FREE admission to the conference. PLUS! Idea gathering forums following each session topic.

The Audience

Individuals within the company responsible for customer experience, voice of customer, customer research
Individuals with direct experience for the customer experience and/or voice of customer collection, dissemination, interpretation and results
Individuals seeking to enhance their own company’s capabilities in these areas (become more customer-centric and drive business results through improved customer experience), and willing to help others advance through sharing of best practices and experiences
Sponsorship & Exhibition Opportunities
If you are interested in sponsorship or exhibit opportunities please contact Jon Saxe, Business Development Manager at jsaxe@iirusa.com or 646.895.7467.

Interested in Becoming a Media Partner or Featured Event Blogger?
Contact Maria Orlova, Marketing Manager, at morlova@iirusa.com.

Call for Presenters:

  • For consideration, please email rmcdonald@iirusa.com with the following information by Thursday, August 29, 2013.
  • Proposed speaker name(s), job title(s), and company name(s)
  • Contact information including address, telephone and fax numbers and e-mail
  • Talk title
  • The main theme you plan to address
  • Summary of the presentation (3-5 sentences)
  • Please indicate what is NEW about the presentation
  • What the audience will gain from your presentation (please list 3-5 key “take-aways”) 
  • Previous conference experience
  • Short bio

Due to the high volume of responses, we are unable to respond to each submission. All those selected to participate as speakers will be notified shortly after the deadline.
Thank you for your interest in the Total Customer Experience Leaders Summit. We look forward to receiving your proposal!
The Total Customer Experience Leaders Team


Why You Can’t Miss the Total Customer Experience Leaders Summit

There is just one question you have to ask yourself. And it’s not why should you attend the Total Customer Experience Leaders Summit in 2013. It’s what you will miss if you don’t.

1. A Holistic Approach to Customer Experience from a Diverse Cross-Industry Speaker Roster. There is no other event that brings together higher-level thinking around the alignment of customer strategy with business relevant aspirations. Gain perspectives and cross-industry learnings from financial services, government, automotive, travel, retail, healthcare, hospitality companies and more.

2. Inspiring Keynotes. Hear from client-side experts and award winning authors on the power of listening and valuing customer feedback (Nationwide), understanding the emotional story (Sensory Logic), the impact of Big Data (American Express), optimize customer experience through social media (Facebook), transforming company culture (Safelite AutoGlass), how ethnographic methods are applied to design research (Pacific Ethnography Company), VOC integration (Maritz Research) and more.

3. Innovative Case Study Presentations. Customer-focused leaders share their insights-rich stories on designing a mobile app that motivates (JetBlue), developing a total customer experience metric (Toyota Financial Services), behavioral economics (GfK), creating unparalleled customer experiences (Eli Lilly & Company), optimize customer panels for instant VOC (CVS Caremark), Emart: global retail perspectives (Prophet) and more.

4. One Collaborative Congress. This high-engagement three-day experience focuses on expertise and interactivity with an integrated experience of all main stage presenters. Developing a balanced agenda on topics to help you advance your organization with a sound customer plan.

Customer Experience Design – Explore how VOC data and design principles can be used to engineer experiences across your organization.

Strategy - Interpret, analyze and evaluate your customer strategy to ensure business relevance

Measurement & Feedback – Drive change and optimize your sales force by measuring customer feedback through the entire customer journey.

Alignment - Integrate and leverage your customer touchpoints – measurement & ROI, linkage, VOC, social media, technology, design principles, operational metrics and senior leadership.

5. Executive Summary. Delivered to you after the event summarizing the key session highlights and game changing trends – a valuable resources as you craft your insights-rich customer story.

6. Interactive Forums. Back by popular demand, Idea Gathering Sessions provide more time to collaborate with conference speakers and attendees on important topics. We invite you to challenge your peers to push boundaries. Companies already signed on to attend include:

Bellomy Research
Boston Symphony Orchestra
BP Fuels Value Chain Marketing
Cafe Britt
Caterpillar Financial
Chadwick Martin Bailey
Chalhoub Group
City of Ottawa
Crested Butte Mountain Resort
CUNA Mutual Group
CVS Caremark
Eli Lilly & Company
Enterprise Storage Division
Florida Blue
Graduate Management Admission Council
Harris Interactive
Hunter Douglas
Janet LeBlanc + Associates
Janssen Biotech
JetBlue Airways
Johnsonville Sausage
Le Capitale General Insurance
Leadership Learning Systems
MAKO Surgical Corp.
Maritz Research
Medical Packaging Inc.
Okemo Mountain Resort
Pacific Ethnography Company
Questback Inc.
RBS Citizens Financial Group
Sensory Logic
Station Casinos
Toyota Financial Services
Triple Peaks
Two Men and a Truck
Working Solutions
ZS Associates

Plus, see what others have had to say about the Total Customer Experience Leaders Summit:

This conference is an excellent environment for gaining insight into the customer experience. From the best practices to overcoming challenges, each speaker brings a viewpoint worth considering.”- Scott Swift, Vice President, Customer Information, Hunter Douglas

This event is about leveraging great customer research by linking and aligning it with key organizational issues.“- Bill Barnes, Senior Vice President, Burke, Inc.

The Total Customer Experience Leaders Summit will give you the insights and skills necessary to make your customer programs a success. Find out how creating a customer-centric culture within your organization, through expanded leadership and employee engagement can drive business results.

Mention your Blog VIP code to save 15% off the standard registration rate today: TCEL13BLOG

Email: register@iirusa.com
Phone: 888.670.8200