Gain Exclusive Insight into Today's New and Transformed Customer Landscape

Lou Carbone,
Founder & CEO, Experience Engineering and Author, Clued in: How to Keep
Customers Coming Back Again and Again

Building an
Experience Management Core Competency
In today's competitive world, while organizations scurry to embrace customer
experience as the solution to gaining a competitive edge, there isn't a deep
understanding but rather a whole lot of discussion, flurry of activity and
deployment of resources. Are they really transforming and optimizing the
value they create for customers, employees and stake holders? There are 5
Absolutes that distinguish process improvement from experience management.
Embracing experience management is a cultural adoption. Many organizations
are improving process but not creating experience management systems or fully
leveraging the opportunity.

Keith
Ferrazzi, CEO Ferrazzi Greenlight and Author, Never Eat Alone

Changing
Behavior Towards the Customer Experience
Why do teams fall short of objectives even though everyone agrees they make
sense? Why don't people live up to their New Year's resolutions, and why
can't teenagers change bad habits they acknowledge? During this session
discover the biggest barriers to humans changing behavior and learn an
efficient set of interventions which can help all of us in our own lives and
in helping others create change within their own companies, and their stores
to improve the overall customer experience.

Stephen
Gates, VP, Global Brand Design, Starwood Hotels & Resorts

The Crazy
Ones: How to be a Leader that Inspires Creativity and Innovation
Every company wants more creativity and innovation from their teams but very
few really understand what type of culture and leadership it takes to really
make it happen. Stephen will give you tangible takeaways that will help you
create innovation and creativity that will yield real results with the same
team you are working with today.