2024 Annual Conference: Mini Boot Camps

Every organization fields various customer surveys today, and customer mailboxes are overloaded with near-daily survey invitations. Yet, the collective marketplace has become increasingly disappointed with the value of these surveys. On the company side, a recent McKinsey study of 260 executives revealed that only 15% of the C-suite is fully satisfied with their customer experience survey program. At the same time, response rates continue to slip because the survey experience is mediocre, and, more importantly, companies fail to act on survey insights.

In short, many companies achieve a poor return on their customer survey investments because they field poorly designed questionnaires and because their broader approach to building a survey “ecosystem” is disjointed, siloed, and more company-centric than customer-centric.

This three-hour session will feature best practice survey design methodologies honed over the past 50 years for hundreds of companies from virtually every industry worldwide. Emphasis will be given to the practical matters of questionnaire design and survey fielding techniques that can be used for both relationship and transactional surveys. This session will also address important strategic considerations for building a more unified, holistic survey approach that relies on collaboration across the organization.

1. Practical tips and guidelines for designing customer experience questionnaires that yield valid, reliable, and actionable data for identifying NPS/satisfaction drivers and building a customer experience business case (e.g., writing questionnaire items, scaling, use of closed-ended vs. open-ended items, how to properly sequence questionnaire items, using invitations and reminders to promote better response rates).
2. An understanding of the best practices for collaborating across functions when designing customer experience questionnaires.
3. A best practice framework for establishing a holistic voice of the customer survey ecosystem, including relationship, transactional, and pulse surveys.
4. A practical methodology for aligning and mapping a customer survey ecosystem to the end-to-end customer journey.

This mini boot camp is intended for both CX leaders (e.g., Chief Customer Officers, CX Directors, and Customer Service Directors) who have responsibility for building a holistic voice of the customer survey approach, as well as CX practitioners who create, administer, and manage customer experience surveys.

Scott Broetzman is the President, CEO, and Co-Founder of CCMC.

Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment.

Over the past 35 years, Scott has empowered marketplace leaders from all industries to deliver a more profitable customer experience by helping them leverage good science.

As he sees it, good science isn’t about just keeping score or chasing a number. Good science consists of using the voice of the customer to compel those actions that yield the best ROI for improving the customer experience.

Register for this Mini Boot Camp!

In the era of big data and artificial intelligence, businesses need effective analytics teams to drive innovation and improvement. This three-hour session, led by John Thompson from EY, delves into the principles outlined in his acclaimed book Building Analytics Teams: Harnessing Analytics and AI for Business Improvement. Participants will explore strategies for creating high-performance analytics teams, leveraging AI to solve business challenges, and fostering a data-driven culture within their organizations.

1. Understand the Fundamentals of Building Analytics Teams: Learn the core principles and practices for assembling and managing successful analytics teams.
2. Harness the Power of AI and Data Analytics: Discover how to leverage AI and advanced data analytics to drive business improvement and innovation.
3. Develop a Data-Driven Culture: Gain insights into fostering a culture that prioritizes data-driven decision-making and continuous learning.
4. Implement Real-World Solutions: Explore case studies and practical examples of how analytics and AI have been successfully implemented in various business contexts.

• Business Leaders and Executives: Those looking to harness analytics and AI to drive strategic business decisions and improvements.
• Data Scientists and Analysts: Professionals seeking to enhance their skills in building and operating within high-performing analytics teams.
• IT and Data Management Professionals: Individuals responsible for supporting and integrating analytics and AI initiatives within their organizations.
• Project Managers and Team Leads: Those interested in leading or participating in data-driven projects and initiatives.

John Thompson is a Bestselling Author, Speaker, and the Global Head of Artificial Intelligence at EY.

John is an international technology executive with over 37 years of experience in the fields of data, advanced analytics, and artificial intelligence (AI).

John is responsible for the global AI function at EY.  His role is to actively lead the design, development, implementation, and use of innovative AI solutions, including Generative AI, Traditional/Classical AI, and Causal AI, across all of EY Service Lines and functions and for EY’s clients. The team is comprised of – an Applied AI Research group, a product development organization, and an AI Consulting Practice.

Register for this Mini Boot Camp!

Part 1: Turbocharge Your Productivity with GenAI

Unlock the power of GenAI to supercharge your personal productivity. Through Serena’s proven 3Cs framework – Communication, Collaboration, and Culture-building – you’ll discover practical techniques to leverage GenAI in your daily workflows. This hands-on workshop will empower you to streamline communication, enhance collaboration, and foster a culture of innovation, ultimately saving time and maximizing efficiency.

Part 2: Architect a Future-Ready Workforce in the Age of AI

As GenAI disrupts the job landscape, leaders must proactively strategize to navigate this seismic shift. In this section, Serena will guide you through a comprehensive analysis approach, breaking down roles into tasks to assess the extent to which AI can replace or augment specific functions. Through collaborative group work, you’ll develop a future-proof workforce strategy based on data analysis.

Whether you’re an HR professional or a leader driving transformation, you know GenAI is changing the game. This high-impact seminar provides actionable strategies for leveraging the full potential of GenAI. Embrace the future of work with confidence and gain a competitive edge in the AI-driven economy.

Zero prior GenAI experience is required. An open and curious mindset is a must.

1. Master GenAI to boost personal productivity through Serena’s 3C framework (Communication, Collaboration, and Culture-Building).
2. Develop expertise in analyzing the potential impact of AI on specific jobs by breaking down roles into tasks and assessing the extent to which AI can replace or augment.
3. Acquire strategic workforce planning skills by collaboratively creating a future-proof workforce strategy in the new world of AI.

Dr. Serena Huang is an International Keynote Speaker, Corporate Trainer, and Influencer.

Dr. Serena Huang is an accomplished thought leader and professional keynote speaker with nearly 200 speaking engagements covering topics including people analytics, AI, the future of work, personal branding, data storytelling, and workplace wellbeing. She regularly guest lectures at top MBA programs, including Kellogg, Wharton, and Haas. Her 2023 speaking engagements took her to 30 cities across three continents. Dr. Huang’s unique ability to speak to audiences of different cultures and backgrounds and her experience in F100 and startups make her an in-demand speaker. Prior to founding Data With Serena, Dr. Huang led sizable analytics teams at prominent organizations, including PayPal, Kraft Heinz, GE, and Koch Industries. She pioneered the applications of machine learning algorithms to predict absenteeism and turnover and led corporate councils for Ethical AI in these global organizations.

Register for this Mini Boot Camp!

In today’s competitive market, exceptional customer experience is a key differentiator. Dan Gingiss’s WISER methodology provides a structured approach to creating remarkable interactions that customers will talk about. This workshop will guide you through each element of WISER:

• Witty: Engage customers with clever, memorable communication.
• Immersive: Ensure a seamless, engaging journey across all touchpoints.
• Shareable: Design experiences that customers feel compelled to share.
• Extraordinary: Add unique, delightful touches that make your brand unforgettable.
• Responsive: Be timely and attentive in all customer interactions.

Participants will engage in hands-on activities and group discussions to apply these principles to their own organizations. You’ll leave with a toolkit of practical strategies to elevate your customer experience and drive word-of-mouth marketing.

1. Understand the WISER Framework: Gain a comprehensive understanding of the five components of the WISER methodology.
2. Develop Witty Communications: Learn how to create clever and engaging customer communications.
3. Create Immersive Experiences: Explore techniques to make the entire customer journey seamless and engaging.
4. Design Shareable Moments: Identify ways to create experiences that customers are eager to share.
5. Incorporate Extraordinary Elements: Discover how to add unique touches that make your brand stand out.
6. Enhance Responsiveness: Improve your responsiveness across all customer service channels.

This workshop is designed for marketing leaders, customer experience professionals, and business owners who are looking to enhance their customer interactions and build a loyal customer base. It’s especially valuable for those responsible for customer communication, marketing strategy, and service delivery, including:

• Marketing Directors and CMOs
• Customer Experience Managers
• Brand Managers
• Digital Marketing Specialists
• Customer Service Leaders

Join us and walk away with actionable insights to implement the WISER methodology in your organization, creating memorable customer experiences that drive loyalty and business growth.

Dan Gingiss, of The Experience Maker, LLC, is an international keynote speaker and customer experience expert who believes that a remarkable experience is your best competitive advantage. His 20-year professional career included leadership positions at McDonald’s, Discover, and Humana.

Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, and he co-hosted the award-winning Experience This! podcast.

Register for this Mini Boot Camp!

This game 1) teaches supply chain coordination and the bullwhip effect, 2) is online with a clean interface, and 3) is built for four players. Instead of beer, this game makes cookies – which makes it more business-friendly! It teaches the same lessons as the Beer Game but has three innovations that enhance its educational value:

1. Live leaderboard – players love the competition and seeing how they do in real-time. It is more than just fun— when teams aren’t doing well, it can make them do things that make the bullwhip worse or start to blame other nodes. All good lessons that happen in real supply chains.
2. Teams play with a timer – from the practical side, it keeps the class together by preventing some groups from taking forever to make decisions. More importantly, the timer helps simulate the pressure of the real world.
3. Concurrent version – first students play the standard version (which mirrors the original Beer Game); then, after a discussion, the students play the concurrent version. In this version, there is no information lead time, and every node can see the status of every other node. This gives the students a chance to learn about the value of information sharing and how to collaborate better.

This workshop is designed for supply chain leaders, demand planners, S&OP process owners, sales staff that support customer demand forecasting, and anyone who wants to understand why forecasting and inventory planning aren’t as easy as you might think! It’s especially valuable for those who want to better understand, optimize, or transform their company’s Sales & Operations Planning and/or Collaborative Forecasting processes.

Fitzgerald is a Business Consultant responsible for demonstrating key technology and business value drivers of Kinaxis’ Supply Chain Orchestration solution, Maestro. Prior to his current role, he held leadership positions in Kinaxis’ Global Customer Care teams in Ottawa and Tokyo. A lifelong Arsenal fan, Fitzgerald holds a Master’s of Engineering degree from University of Ottawa, a Management Science degree from University of Waterloo, and has completed Cornell University’s Change Management program. 

Register for this Mini Boot Camp!