BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//Eli Broad College of Business | Michigan State University - ECPv6.15.17.1//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:Eli Broad College of Business | Michigan State University
X-ORIGINAL-URL:https://broad.msu.edu
X-WR-CALDESC:Events for Eli Broad College of Business | Michigan State University
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:America/Detroit
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20180311T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20181104T060000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20190310T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20191103T060000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20200308T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20201101T060000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;VALUE=DATE:20191030
DTEND;VALUE=DATE:20191031
DTSTAMP:20260422T190851
CREATED:20190823T003059Z
LAST-MODIFIED:20191016T150657Z
UID:10002963-1572393600-1572479999@broad.msu.edu
SUMMARY:Fall 2019 CXM Best Practices Symposium
DESCRIPTION:Program Agenda \nDesigning the Customer Experience & Customer Feedback and Continuous Improvement\nKellogg Center\, East Lansing\, Michigan\n  \nGartner has identified “10 Habits of Customer-Centric Organizations”. From ‘Continuously Listening to Customers’ to ‘Adapting to Customer Needs and Demands in Real-Time at least six of the 10 habits can be linked to two critical components of the customer experience management process: Designing the Customer Experience and Customer Feedback and Continuous Improvement \n \nWith the topics Designing the Customer Experience and Customer Feedback and Continuous Improvement at the forefront\, the Fall 2019 CXM Best Practices Symposium provides participants with opportunities to Learn\, Share\, and Grow through a program featuring an inspiring keynote speaker\, breakout session presentations\, and a panel discussion. \n  \n\nKeynote Speaker: Andrea Brimmer – CMO – Ally Financial\nThe Importance of Being Brave \n \n  \nReferred to as the “Chief Disruption Officer” of Ally Financial\, where she serves as the chief marketing and public relations officer\, Andrea is an industry thought leader\, winning the Financial Communication Society’s Marketer of the Year award last year and named to the Forbes list of the 50 Most Influential CMOs. “The best brands in the world do a phenomenal job of keeping consumers engaged in ways that are fun but also useful\,” Brimmer says. “We have to remember that consumers react with emotion. They react with their gut. They react as people\, not robots\,” Brimmer asserts. “Disruptive techniques break through the clutter and appeal to people with their hearts. That allows you to punch above your weight.” \n  \n  \n\nBreakout Session Presentations\nCustomer Experience Design\nSession Descriptions \n\n\nDarren Hood (Senior User Experience Designer) – United Wholesale Mortgage\nMicroexperience Awareness – Going Beyond the Touchpoint \n\n\nMichelle Kaptur (Manager – Global Customer Experience Strategy) and Laura Marie Casey  (Assistant Manager – Global Customer Experience Strategy) – General Motors\nBlueprints Aren’t just for Building Houses \n\nScott Watkins (Business Intelligence Executive) – Michigan Virtual\nDesign Sprints – A Means for Quickly Exploring Problems and Developing Solutions\nJeremy Franklin – VMLY&R (Director – Strategy & Insights) – VMLY&R and Jason Sprawka (Director\, US Customer Experience) – Ford\nWhere Does One Start When Designing a Customer Experience?\nBob Kiple (Global Customer Experience Strategy and Innovation – Retired) – General Motors\nHow to Avoid Getting Overcome by the Complexity of CX\nRebecca Selesky (Interim Director) – MSU Culinary Services\nMSU’s Extreme Makeover: The Design of a Customer-Centeric Dining Experience\nSean Claessen (Chief Strategy Officer) and Kay Van Slooten (Customer Experience Strategy Director) – Bond Brand Loyalty\nBuilding Wicked Customer Experiences and the Moments that Matter the Most\nMichael Baskin (Principle) – ONESPARK Experience Design\nInside Out CX Innovation: Engaging the Organization in Defining and Designing Customer-Centric Solutions\n\n\nCustomer Feedback and Continuous Improvement\nSession Descriptions \n\n\nNancy Flowers (Vice President – Member Experience) – Hagerty\nMeasuring the Moments that Matter \n\n\nJill Katic (Senior Director – Continuous Improvement) – Barton Malow\nDeveloping a Framework for Continuous Improvement  \n\n\nJeremy Burek (Director – Customer and Partner Care Operations) – Starbucks\nStarbucks Social Care Team – Scrubbing Social Media and Providing Solutions \n\n\nXavier Quenaudon  (Senior Vice President) – Burke\, Inc.\nDesigning a Holistic CX Management Program \n\n\nMichael Allenson (Co-Founder) – Xpedition\nAddressing the Root Causes of Why Customer Experience is Not Improving  \n\nJohn Joba (Analytics Translator) and David Robbins (Account Strategist) – Gongos\, Inc.\nGood\, Better\, and Best: Three Ways to Calculate the ROI of CX Initiatives\nRogerio Monteiro (Global Chief Client Officer) – Worthix\nUnderstanding Decision Drivers Beyond CSAT and NPS\n\n\nEngaging the Customer\nSession Descriptions \n\n\nJosh Stauffer (CEO and President) – Blue Flame Thinking\nGet Scrappy: Start Measuring Customer LTV with Digital \n\n\n  \n\nPanel Discussion \nDesigning the Customer Experience: Aligning CX and UX \n\nAleks Niestroj (Executive Director – Experience Strategy and Insights) – VMLY&R\nDarren Hood (Senior User Experience Designer) – United Wholesale Mortgage\nJosh Stauffer (CEO and President) – Blue Flame Thinking\nKatherine Ephlin (COO) – Gongos\, Inc\nLaurel Stanley (Global Manager of User Experience) – Steelcase\nAndrea (Dre) Wallace (Innovation Portfolio Manager) – Emergent Holdings
URL:https://broad.msu.edu/event/cxmmsu-fall-2019-cxm-best-practices-symposium/
LOCATION:Kellogg Hotel & Conference Center\, 219 S Harrison Rd\, East Lansing\, MI\, 48824\, United States
CATEGORIES:Featured Events,Marketing
ORGANIZER;CN="Tom DeWitt":MAILTO:dewittth@msu.edu
END:VEVENT
END:VCALENDAR