Customer Experience Excellence Live - A Virtual Conference

The Largest gathering of CX experts from the globe.

Agenda

Tuesday Wednesday Thursday

The daily session times are EDT: North America East Coast Eastern Time

Day 1 | Tuesday | 7th June 2022

Welcome & Introduction, BTOES Customer Experience Excellence Live

General Session | Customer Experience Excellence Live

Welcome and introduction
Welcome and introduction to BTOES Customer Experience Excellence Virtual Conference.

  • Jim de Vries
    Managing Partner

General Session | SIGNAVIO

General Session | Signavio | Customer Experience Excellence Live

CX- The Last True Differentiator
  • Strength of ‘Why’
  • The Disruptive Imperative
  • Customer Focus as a Market Differentiator
  • Customer Journeys
  • Process Mining

  • Brandon Gerig
    Director, Customer Success, North America

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | IHE

General Session | IHE | Customer Experience Excellence Live

What core skills are necessary to help your organization realize the optimal experience culture you aspire to?

LEARNING OBJECTIVES:

  • Understand the importance of effective healthcare provider communication in creating a culture of excellence for our patients and fellow caregivers.
  • Learn, understand, and practice mindfulness/presence and its application in a healthcare setting.
  • Demonstrate communication techniques useful in building patient and team-based relationships.
  • Learn, understand, and practice skills to effectively and efficiently gather accurate information and jointly set an agenda.
  • Understand benefits and practice the skill of Appreciation.

  • Dr. William Maples
    President and CEO
  • Jennifer Krippner
    Chief Experience Officer

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | Shift Happens

General Session | Shift Happens | Customer Experience Excellence Live

Using CX Journeys To Improve Operations and the Customer Experience

Journey mapping is from the customer’s external viewpoint (interacting with the company for various customer service needs), while the service map is an internal viewpoint (company provision of services for various customer needs).

A best practice customer journey map documents the major paths the customer uses to obtain service from the company, the various reasons customers interact with the company, gaps in the current delivery of customer service, best practices that should be kept and strengthened and most importantly, it should map and track customer health metrics that customers indicate are most important to them.

Once this journey is documented and mapped, then the current state and future state service maps can be constructed to determine how and how well the company is serving the customer including any service gaps that need to be filled. A well thought out customer journey...

1) Provides a comprehensive pictorial of the various paths the customer transits through to obtain service from the company.
2) Provides a great assessment of the current state of customer practices and customer health.
3) Provides a great assessment of the future (needed) state of the optimal way to provide customer service that would enhance the service quality level vs. current state.
4) Provides a gateway to be able to map out internal service pathways as well as to document existing gaps and opportunities in those pathways.

The top things you will learn by attending this presentation

  • What a customer journey map is and what it is used for.
  • What a customer service map is and what it used for.
  • How a customer journey map and a customer service map relate and map to each other
  • The business benefits of developing a best practice customer journey.
  • How to build a hierarchy of customer journey maps such that a customer service map is a natural outcome of the customer journey mapping process.

  • James Feldman
    The Bright Idea Guy

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | Presidio

General Session | Corporate Leader | Customer Experience Excellence Live

Creating positive customer experiences with Chat and Voice Bots leveraging Intelligent Automation

This session will cover the importance of voice and chat user interface bot design with contextual hand off to human in case of escalation.

We will describe what additional value can be added by leveraging Intelligent Automation technologies (RPA)

  • Mladen Milanovic
    Vice President of Engineering

Recap | Look forward Day 2

General Session | Customer Experience Excellence Live

Recap | Look Forward Day 2
A recap of the days sessions and preview of day 2.

  • Jim de Vries
    Managing Partner

Day 2 | Wednesday | 8th June 2022

Welcome & Introduction, BTOES Customer Experience Excellence Live

General Session | Customer Experience Excellence Live

Welcome, BTOES Customer Experience Excellence Live
Welcome and introduction to BTOES Customer Experience Excellence Virtual Conference.

  • Jim de Vries
    Managing Partner

General Session | ABBYY | Customer Experience Excellence Live

Gain a new perspective on your processes

For most businesses, Process Mining is done for the sake of incrementally improving business processes. And while process efficiency is important, the data you mine can be put to greater use. When applied correctly, process intelligence makes a big impact on your customer experience.

Process Intelligence provides visibility and control of your processes. This extends even if processes are distributed across tools or platforms. Bringing your data together removes friction so you can provide a smoother experience for everyone involved.

Process Intelligence can greatly improve the customer journey. Watch this session to see how the generated process model can improve your business by:

  • Making your processes work faster
  • Monitoring and reacting to process exceptions in real time
  • Predicting and solving issues before they become problems

  • Richard Rabin
    Product Marketing Manager, Process Intelligence

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | Fleuresque

General Session | Fleuresque | Customer Experience Excellence Live

Customers are the Real Stakeholders for Customer Excellence
  • Identify the Faux Stakeholders for Customer Excellence
  • Ways to Involve the Real Customer
  • Promote Customer Results as a Priority

  • James Sinur
    CEO

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | Tandigm Health

General Session | Tandigm Health | Customer Experience Excellence Live

Emotional intelligence and empathy- The key to uber immersive user experience

Summary of Presentation

COVID-19 changed the way our world works. Instead of face-to-face encounters, patients were forced to engage with their healthcare providers through a phone or computer screen. Telehealth and telemedicine is the new normal. Compassion and caring were already important to patients and now even more so in this digital age. In the age of consumerism, healthcare organizations must operate like any other industry and learn to engage patients in an empathetic and understand way to maintain and enhance the digital patient experience.

Learning Objectives

  • Develop a strong understanding of patient experience in the age of COVID-19.
  • Understand how empathy can influence the patient experience.
  • Learn effective ways to express compassion, empathy, and caring through a screen.

  • Jason Ruda
    Experience Director

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | SNEF

General Session | SNEF | Customer Experience Excellence Live

Leverage data and analytics for outstanding customer experience

  • Stephen Yee
    Deputy Executive Director

Recap | Look Forward Day 3

General Session | Customer Experience Excellence Live

Recap | Look Forward Day 3
A recap of the days sessions and preview of day 3.

  • Jim de Vries
    Managing Partner

Day 3 | Thursday | 9th June 2022

Welcome BTOES Customer Experience Excellence Live

General Session | Customer Experience Excellence Live

Welcome, BTOES Customer Experience Excellence Live
Welcome and introduction to BTOES Customer Experience Excellence Virtual Conference.

  • Jim de Vries
    Managing Partner

General Session | NCC GROUP

General Session | NCC Group | Customer Experience Excellence Live

Implementing customer-centric culture and employee engagement to achieve excellent customer advocacy in the remote world

  • Tarek El Goweiny
    CEO

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | EIG

General Session | EIG | Customer Experience Excellence Live

Discovering Growth through your Customer Needs and Priorities

Agenda:

  1. The Customer Experience Marketplace
  2. Building Proactive Customer Life Cycle Accounts to Drive Growth
  3. Simple but Powerful Ways to Align your Performance (Variance-to-Want)
  4. Enabling the Voice of the Customer
  5. Customer Loyalty – Building Trust

  • Jim de Vries
    Managing Partner

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | UiPath | Customer Experience Excellence Live

Improving the Customer Experience with Automation

Transform your customer’s experience with end-to-end automation that goes beyond the contact center. Whether a customer seeks help online, in a store or branch office, or with your back office staff, UiPath enables organizations across industries to automate the entire customer journey.

Join Brad Beumer and UiPath customers as they discuss the following: 

  • Zero-touch customer experience to reduce call volume and improve first contact resolution 
  • Automate follow-ups and handoffs to decrease customer wait times and improve customer satisfaction
  • Gain insights with customer journey analytics

  • Brad Beumer
    Customer Experience Automation Leader
  • Joe Nieto
    Director, Customer Engagement, Health Sciences

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | Corporate Leader

General Session | Corporate Leader | Customer Experience Excellence Live

Announced shortly

Recap | Look forward Virtual Series

General Session | Customer Experience Excellence Live

Recap | Look forward Virtual Series
Recap of Conference Highlights and Look Forward to Next Event in the series.

  • Jim de Vries
    Managing Partner

Additional information