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Fall 2019 CXM Best Practices Symposium
Designing the Customer Experience & Customer Feedback and Continuous Improvement
Kellogg Center, East Lansing, Michigan
Gartner 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
With 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.
Keynote Speaker: Andrea Brimmer – CMO – Ally Financial
The Importance of Being Brave
Referred 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.”
Breakout Session Presentations
Customer Experience Design
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Darren Hood (Senior User Experience Designer) – United Wholesale Mortgage
Microexperience Awareness – Going Beyond the Touchpoint -
Michelle Kaptur (Manager – Global Customer Experience Strategy) and Laura Marie Casey (Assistant Manager – Global Customer Experience Strategy) – General Motors
Blueprints Aren’t just for Building Houses - Scott Watkins (Business Intelligence Executive) – Michigan Virtual
Design Sprints – A Means for Quickly Exploring Problems and Developing Solutions - Jeremy Franklin – VMLY&R (Director – Strategy & Insights) – VMLY&R and Jason Sprawka (Director, US Customer Experience) – Ford
Where Does One Start When Designing a Customer Experience? - Bob Kiple (Global Customer Experience Strategy and Innovation – Retired) – General Motors
How to Avoid Getting Overcome by the Complexity of CX - Rebecca Selesky (Interim Director) – MSU Culinary Services
MSU’s Extreme Makeover: The Design of a Customer-Centeric Dining Experience - Sean Claessen (Chief Strategy Officer) and Kay Van Slooten (Customer Experience Strategy Director) – Bond Brand Loyalty
Building Wicked Customer Experiences and the Moments that Matter the Most - Michael Baskin (Principle) – ONESPARK Experience Design
Inside Out CX Innovation: Engaging the Organization in Defining and Designing Customer-Centric Solutions
Customer Feedback and Continuous Improvement
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Nancy Flowers (Vice President – Member Experience) – Hagerty
Measuring the Moments that Matter -
Jill Katic (Senior Director – Continuous Improvement) – Barton Malow
Developing a Framework for Continuous Improvement -
Jeremy Burek (Director – Customer and Partner Care Operations) – Starbucks
Starbucks Social Care Team – Scrubbing Social Media and Providing Solutions -
Xavier Quenaudon (Senior Vice President) – Burke, Inc.
Designing a Holistic CX Management Program -
Michael Allenson (Co-Founder) – Xpedition
Addressing the Root Causes of Why Customer Experience is Not Improving - John Joba (Analytics Translator) and David Robbins (Account Strategist) – Gongos, Inc.
Good, Better, and Best: Three Ways to Calculate the ROI of CX Initiatives - Rogerio Monteiro (Global Chief Client Officer) – Worthix
Understanding Decision Drivers Beyond CSAT and NPS
Engaging the Customer
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Josh Stauffer (CEO and President) – Blue Flame Thinking
Get Scrappy: Start Measuring Customer LTV with Digital
Panel Discussion
Designing the Customer Experience: Aligning CX and UX
- Aleks Niestroj (Executive Director – Experience Strategy and Insights) – VMLY&R
- Darren Hood (Senior User Experience Designer) – United Wholesale Mortgage
- Josh Stauffer (CEO and President) – Blue Flame Thinking
- Katherine Ephlin (COO) – Gongos, Inc
- Laurel Stanley (Global Manager of User Experience) – Steelcase
- Andrea (Dre) Wallace (Innovation Portfolio Manager) – Emergent Holdings
Executive MBA | Information Session
Attend an information session to learn about the Broad College Executive MBA Program and ask your questions.
Agenda
- Executive MBA Program Overview
- Q&A
Executive MBA | Program Preview | Troy
The program preview provides an opportunity to observe a Broad College Executive MBA class, attend a short information session with program staff, and share a meal with current students and faculty.
Agenda:
10:00 a.m. | Short Information Session
11:00 a.m. | Observe Broad College Executive MBA Class
12:00 p.m. | Lunch with Current Students and Faculty
Executive MBA | Virtual Information Session
Join Kara Tripi, Assistant Director of the Broad College Executive MBA Program, in a virtual information session. This webinar will provide details regarding the academic program, admission criteria, and tuition/program fees.
- Program Overview
- Q & A
Executive MBA | Virtual Information Session
Join Kara Tripi, Assistant Director of the Broad College Executive MBA Program, in a virtual information session. This webinar will provide details regarding the academic program, admission criteria, and tuition/program fees.
Agenda
- Program Overview
- Q & A
Executive MBA | Virtual Information Session
Join Kara Tripi, Assistant Director of the Broad College Executive MBA Program, in a virtual information session. This webinar will provide details regarding the academic program, admission criteria, and tuition/program fees.
Agenda:
- Program Overview
- Q & A
Executive MBA | Virtual Information Session
Join Kara Tripi, Assistant Director of the Executive MBA Program, in a virtual information session. This webinar will provide details regarding the academic program, admission criteria, and tuition/program fees.
Agenda:
- Program Overview
- Q & A
Executive MBA | Program Preview | Lansing
The program preview provides an opportunity to observe a Broad College Executive MBA class, attend a short information session with program staff, and share a meal with current students and faculty.
Agenda:
10:00 a.m. | Short Information Session
11:00 a.m. | Observe a Broad College Executive MBA Class
12:00 p.m. | Lunch with Current Students and Faculty
Executive MBA | Program Preview | Lansing
The program preview provides an opportunity to observe an Executive MBA class, attend a short information session with program staff, and share a meal with current students and faculty.
Agenda:
10:00 a.m. | Short Information Session
11:00 a.m. | Observe Executive MBA Class
12:00 p.m. | Lunch with Current Students and Faculty
Hilton Hackathon
The first ever Hospitality Hackathon is coming to MSU. Co-hosted by Hilton and The School of Hospitality Business, this Hackathon is a 3-day event composed of a challenge proposed by Hilton as well as a series of seminars covering various topics such as innovation, analytics, and consumer experiences. All MSU students are welcomed to participate. Let’s take hospitality to the next level!
Kickoff at 4 p.m. on Friday, October 4 (N100, Business College Complex)
“A Fine Line” Documentary Movie Screening
Special, Early Access Screening of Award-Winning Film: “A Fine Line”
Patricia & Scott Eston Research Workshop Series – ITM
Chris Forman is joining us from Cornell University in this week’s iteration of the ITM Research Workshop. You can see more information about Chris at https://dyson.cornell.edu/faculty-research/faculty/cmf257/.
You can find us in room N125 BCC. No RSVP required. Feel free to drop by if you are interested!
Patricia & Scott Eston Research Workshop Series – ITM
Kunpeng Zhang is joining us from the University of Maryland in this week’s iteration of the ITM Research Workshop. You can see more information about Kunpeng at https://www.rhsmith.umd.edu/directory/kunpeng-zhang.
You can find us in room N125 BCC. No RSVP required. Feel free to drop by if you are interested!
Patricia & Scott Eston Research Workshop Series
Laura Li is joining us from University of Illinois at Urbana Champagn in this week’s iteration of the Accounting Research Workshop. You can see more information about Laura at https://giesbusiness.illinois.edu/profile/laura-li
You can find us in room N124 BCC. No RSVP required. Feel free to drop by if you are interested!
Patricia & Scott Eston Research Workshop Series
Sean Wang is joining us from Southern Methodist University in this week’s iteration of the Accounting Research Workshop. You can see more information about Sean at https://www.smu.edu/cox/Our-People-and-Community/Faculty/Sean-Wang.
You can find us in room N125 BCC. No RSVP required. Feel free to drop by if you are interested!
Patricia & Scott Eston Research Workshop Series
Dan Lynch is joining us from University of Wisconsin-Madison in this week’s iteration of the Accounting Research Workshop. You can see more information about Dan at https://bus.wisc.edu/faculty/dan-lynch.
You can find us in room N125 BCC. No RSVP required. Feel free to drop by if you are interested!
Russell Palmer Career Management Center now open for business
Andrew Adeniyi: A legacy of learning and leading
Facility Service Request
Broad College welcomes new wave of EMBA students
Broad College continues to produce Best & Brightest MBAs
MSU Detroit Executive Forum
Navigating the New Norm with Artificial Intelligence
As the business world undergoes a significant transformation – accelerated by disruption from the global pandemic – what role will artificial intelligence play?
Spartan alumnus, Manoj Saxena, will tackle this very topic at the 2020 MSU Detroit Executive Forum. Sharing how organizations are relying on artificial intelligence to provide business solutions across industries.
Join us for a moderated conversation with the Broad College of Business Dean, Sanjay Gupta, to gain insights about artificial intelligence and the ever-changing business landscape.
There is no cost to this virtual event however registration is required.
Executive MBA | Virtual Information Session
Please join us for a virtual information session to learn more about the Michigan State University Broad Executive MBA program.
Agenda:
- Program Overview
- Q&A
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