OCTOBER 22-26, 2017

Orlando, FL

NEXT GENERATION CUSTOMER

EXPERIENCE LEADERSHIP
MALCOLM GLADWELL,
NYT Best Selling Author,
David and Goliath, Blink, Outliers,
and The Tipping Point

AMBER CASE,
Cyborg Anthropologist, Author,
Calm Technology: Designing for
the Next Generation of Devices

THOMAS STEWART,
Author, Woo, Wow, Win:
Service Design, Strategy, and
the Art of Customer Delight

ALEX WRIGHT,
Senior Director of User
Experience, Etsy

www.cx-next.com
THE WORLD
OF CUSTOMER
EXPERIENCE HAS
BEEN DISRUPTED.
Fast moving technology and digitalized markets have consumers wanting more personalization
and a customer experience designed specifically for them. CX NEXT: Next Generation Customer
Experience Leadership is a call to action for industry leaders tasked to understand what is required to
win with a strategic customer experience program.
This conference presents the biggest thought-leaders across industries to focus on the strategic alignment
of organizational vision and customer experience strategy. Linking these two concepts through data driven
behavior and top brand case studies, CX Next delivers tomorrow’s vision of cutting edge customer experience.

Speaker List
Thomas Stewart, Author, Woo, Wow, Win: Service Design, Strategy, and the Art of Customer Delight
Alex Wright, Senior Director of Customer Experience, Etsy
Mike Maddock, CEO, Maddock Douglas
Fredrik Törn, Head of Customer Insight, Grocery Retailer Coop, Sweden
Matt Doolittle, Consumer Insights & Marketing Analytics, The Walt Disney Company
Sara Ley, Digital Learning and Technology Leader, GE
Patricia O’Connell, Co-Author, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight
Mike Kendall, Former Director of Customer Experience, Capital One
Julio Estevez, VP of Member and Market Insights, USAA
Timothy Perek, Head of Customer Experience, Schneider Electric
Malcolm Gladwell, NYT Best Selling Author, David and Goliath, Blink, Outliers,
and The Tipping Point
Steve Carroll, VP Customer Insights, Lexis Nexis
Adam Sant, Senior Director of Experience Design, Dollar Shave Club
Janet LeBlanc, President, Janet LeBlanc + Associates Inc.
Amber Case, Cyborg Anthropologist, Author, Calm Technology: Designing for
the Next Generation of Devices
Katie Rogers, Senior Director of Customer Experience, Harry’s
Ben Babcock, Director of UX Research, Jet.com
William J . Greenwald, Founder & Chief Neuroleaderologist,
Windsor Leadership Group, LLC

@CXNextEvent | #CXNextEvent 2
 AGENDA AT A GLANCE
SUNDAY OCTOBER 22ND: DIGITAL NATIVES
1:30 Gen Z & The Engagement Economy: Jake Katz, VP, Audience Insights & Strategy, REVOLT MEDIA & TV
2:00 Get Involved! Contact Annette Schnur at Annette.Schnur@KNect365.com
2:30 Afternoon Networking Break
3:00 The Story of Kids Media: Theresa Pepe, VP, Marketing & Partner Insights, Viacom
3:30 The New Living Room: Renata Policicio, VP Fan and Media Intelligence, International, Global Markets, ESPN

MONDAY OCTOBER 23RD

8:45 Morning Welcome from Chair
9:00 KEYNOTE: “Woo, Wow, Win: Service Design, Strategy, and the Art of Customer Delight”: Thomas Stewart, Author, Woo, Wow, Win: Service Design, Strategy, and the Art of Customer Delight
Patricia O’Connell, Co-Author, Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight
9:45 KEYNOTE: Humanizing Data: Alex Wright, Senior Director of Customer Experience, Etsy
10:30 Morning Networking Break
11:00 Creating a Customer Culture, From the Ground Up: Ben Babcock, Director of UX Research, Jet.com
11:45 Customer Feedback systems for the Digital Age: Julio Estevez, VP Member and Market Insights, USAA
12:30 Lunch
1:30 Getting Unstuck: Mike Maddock, CEO, Maddock Douglas
2:15 Bringing Customer Transformation to Life: Timothy Perek, Head of Customer Experience, Schneider Electric
3:00 Improved Customer Orientation from Continuous Measurement and Big Data CX: Fredrik Törn, Head of Customer Insight, Grocery Retailer Coop, Sweden
3:45 Afternoon Networking Break
4:15 Roundtables
5:00 Wrap Up of Day 1 by Chair

TUESDAY OCTOBER 24TH

9:00 SPECIAL GUEST KEYNOTE: Revisionist History: Uncovering Truths Hidden in Data: Malcolm Gladwell, NYT Best Selling Author, David and Goliath, Blink, Outliers, and The Tipping Point
10:20 Morning Networking Break
10:30 Opening Remarks from Chair
11:00 Get Involved! Contact Annette Schnur at Annette.Schnur@KNect365.com
11:45 Follow the Money: CX Metrics, Alignment and Future Financials: Steve Carroll, VP Customer Insights, Lexis Nexis
12:30 Can We Connect?: Matt Doolittle, Consumer Insights & Marketing Analytics, The Walt Disney Company
1:15 Lunch
2:15 The Journey of Journey Mapping: Adam Sant, Senior Director of Experience Design, Dollar Shave Club
3:00 Get Involved! Contact Annette Schnur at Annette.Schnur@KNect365.com
3:45 Afternoon Networking Break
4:15 Designing the Ideal ‘Future State’ Customer Experience: Janet LeBlanc, President, Janet LeBlanc + Associates Inc.
5:00 Roundtables
5:30 Wrap Up and Key Learnings from Chair

WEDNESDAY OCTOBER 25TH

9:15 Morning Welcome from Chair
9:30 KEYNOTE: Leading in an Emergent Era: Sara Ley, Digital Learning and Technology Leader, GE
10:30 KEYNOTE: We Are All Cyborgs Now: The Future of AI and Human Machine Interactions: Amber Case, Cyborg Anthropologist, Author, Calm Technology: Designing for the Next Generation of
11:15 Morning Networking Break
11:45 Get Involved! Contact Annette Schnur at Annette.Schnur@KNect365.com
12:30 Scaling and structuring your team - The Complexities of Building your Customer Service Group in a Fast-Growing Environment: Katie Rogers, Senior Director of Customer Experience, Harry’s
1:15 Lunch
2:15 Agile Customer-Centric Design & Delivery: Mike Kendall, Former Director of Customer Experience, Capital One
3:00 Wrap Up and Key Learnings by Chair

CX NEXT DAY FIVE: THURSDAY OCTOBER 26TH

Disney Excursion: LEADERSHIP IS A CHOICE! EVERY DAY YOU CHOOSE TO BE A LEADER (OR NOT)!
Thursday, 10:45-5:00PM
LOCATION: DISNEY’S MAGIC KINGDOM® THEME PARK: William J. Greenwald, Founder and Chief Neuroleaderologist, Windsor Leadership Group, LLC

@CXNextEvent | #CXNextEvent 3
 SUNDAY OCTOBER 22ND
DIGITAL NATIVES:
POST MILLENNIAL SUMMIT

1:30 Gen Z & The Engagement Economy

Jake Katz, VP, Audience Insights & Strategy, REVOLT MEDIA & TV
Today’s teenagers are growing up in a postmodern digital world. More connected,
more global, and more multicultural than any young demographic prior. Gen Z is
quickly approaching young adulthood and is at the forefront of how we will come
to redefine consumer engagement. REVOLT TV’s latest insights study, Gen Z & The
Engagement Economy, unpacks a segmentation across Gen Z that identifies key
digital personas marketers can use to increase engagement. The study also explores
implications in cultural targeting; new rules stemming from the rise of Hip Hop as
pop, increasing multiculturalism in the US, juxtaposed with rapidly growing political
tension – making Gen Z a product of diversity, but not color blind.

2:00 Get Involved!

Contact Annette Schnur at Annette.Schnur@KNect365.com

2:30 Afternoon Networking Break

3:00 The Story of Kids Media

Theresa Pepe, VP, Marketing & Partner Insights, Viacom
We all know the media landscape has changed drastically in the past few years. That
is certainly not new news. And we also know that kids are at the forefront of so many
of these changes. We hear it every time we speak with kids and we see it when we
go in to their homes for research and for those of us who have kids, we all live with
it every day. While all these platforms and devices have emerged over the years, we
need to separate the hype from reality. And importantly, we need to look at content
consumption levels holistically, and see how it has changed. To that end, we have
embarked on a major project to gather content consumption information across
platforms in one place. The number of options have grown and as new platforms and
devices have emerged, kids are incorporating it all into their media diet.

3:30 The New Living Room

Renata Policicio, VP Fan and Media Intelligence, International, Global Markets, ESPN
A new study called “The New Living Room” investigates how new generations in Latin
America consume sports and live events in this cross platform media landscape.
It is a comprehensive research project that involves qualitative methodologies
(groups and live experiences with sports fans), interviews with sports experts and a
quantitative phase. It was done in 3 main markets: Argentina, Brazil and Mexico.

@CXNextEvent | #CXNextEvent 4
MONDAY OCTOBER 23RD

8:45 Morning Welcome from Chair

9:00: KEYNOTE
“Woo, Wow, Win: Service Design, Strategy, and the Art of Customer Delight”
Thomas Stewart, Author, Woo, Wow, Win: Service Design, Strategy, and the Art of Customer Delight,
Patricia O’Connell, Co-Author, Woo, Wow, and Win: Service Design, Strategy, and the Art of
Customer Delight
In his latest book, Thomas Stewart introduces the new discipline of Service Design and
reveals why trying new strategies for pleasing customers isn’t enough to differentiate
your business—it needs to be designed for service from the ground up. Woo, Wow, and
Win reveals the importance of designing your company around service, and offers clear,
practical strategies based on the idea that the design of services is markedly different
than manufacturing.

9:45: KEYNOTE
Humanizing Data
Alex Wright, Senior Director of Customer Experience, Etsy
The rise of big data is changing the way many of us design products and services, as we rely
on increasingly data-driven tools and analysis alongside more traditional user-centered
design techniques. But quantitative data only tells us part of the story, often revealing
behavioral patterns but failing to capture the emotions and attitudes that shape those
behaviors. How can data analysis and UX research work together to tell a more
complete story, bridging the precision of data with the empathic value of research?
This talk will draw on Etsy’s experiences in trying to foster a humanistic approach to
experience design in a metrics-driven company culture

10:30 Morning Networking Break

11:00 Creating a Customer Culture, From the Ground Up

Ben Babcock, Director of UX Research, Jet.com
This session will explore how some of the top tech companies, like Amazon and Jet.com, have successfully created a “customer
first” culture from the ground up. Hear from an insider’s view of what works well, when building and maintaining a company
culture around the customer.

11:45 Customer Feedback systems for the Digital Age

Julio Estevez, VP Member and Market Insights, USAA
This session will discuss the key elements of a successful Customer Experience organization, review the complexities stemming
from a rapidly digitizing world, and review ways in which companies can respond to be Customer Experience leaders in this brave
new digital marketplace. These topics will be reviewed from the perspective of a successful Financial Services organization that
continues to thrive and serve its members in the digital age.

12:30 Lunch

1:30 Getting Unstuck: How and why innovation teams get stuck and proven ways to break them free
Mike Maddock, CEO, Maddock Douglas
How can a sophisticated organization be so committed to a life-or-death mission — innovation — but still not achieve it? This
was the innovation paradox we wrote about in our book “Brand New.” Sadly, years later, research shows that the paradox is more
pronounced today than ever. Companies are still getting stuck despite 84 percent of CEOs saying innovation is critical to their
strategy (a 20 percent jump since we wrote the book). The good news is that the pattern of where and how innovation teams get
stuck is predictable. Better yet, there are proven and reliable ways to get your team unstuck, accelerating innovation success in
your company.

2:15 Bringing Customer Transformation to Life

Timothy Perek, Head of Customer Experience, Schneider Electric
Like Victor Frankenstein in Mary Shelley’s classic book, we have discovered a powerful method to “breath life” into your
organization’s customer transformation. Join Tim Perek as he reveals the three “active” ingredients and the remarkable formula
that makes this real. BUT BEWARE! Get the formula wrong or mix up the ingredients and you could find yourself in a science-
fiction thriller attempting to contain a monster that is terrorizing your company and your customers.

@CXNextEvent | #CXNextEvent 5
MONDAY OCTOBER 23RD

3:00 Improved Customer Orientation from Continuous Measurement and Big Data CX
Fredrik Törn, Head of Customer Insight, Grocery Retailer Coop, Sweden
Coop, Sweden’s second largest grocer with 650 stores, manages a retail grocery brand consisting of multiple store formats and
branch ownership groups. Much like the US market, Nordic grocers have had to evolve to meet new customer expectations and
forms of competition (e.g. Lidl). Over the past 5 years, Fredrik Törn has introduced ongoing customer insight programs designed
to help corporate and store managers alike to understand customer demands better and improve store operations. By introducing
a continuous Customer Satisfaction measurement system and a community panel providing frequent customer engagement,
Coop Sweden has become significantly more customer oriented. Fredrik will take you along this journey, sharing his thoughts
on how to design a great CX program and to activate it within an organization. He will tell how he works with colleagues across
multiple levels and functions to take Coop Sweden to the next level of Customer Experience Management. Examples include
integrating customer feedback with other sources of big data and to measure the financial impact of improved CX in stores.

3:45 Afternoon Networking Break

4:15 Roundtables

5:00 Wrap Up of Day two

@CXNextEvent | #CXNextEvent 6
TUESDAY OCTOBER 24TH

9:00: SPECIAL GUEST KEYNOTE

Revisionist History: Uncovering Truths Hidden in Data
Malcolm Gladwell, NYT Best Selling Author, David and Goliath, Blink, Outliers, and The Tipping Point
Malcolm Gladwell is the author of five New York Times bestsellers. He has been named one of the
100 most influential people by TIME magazine and one of the Foreign Policy’s Top Global Thinkers.
Malcom will speak on his latest book released in a 10-party podcast titled Revisionist History. In
the weekly podcast, Malcolm re-examined an overlooked or misunderstood aspect of past events.
Malcolm will describe how he used data in new ways to uncover hidden truths, and how the shift
from print to digital allowed him to “unleash his emotional ID” and connect with consumers in
whole new ways and build greater levels of empathy and connectivity.

10:20 Morning Networking Break

10:30 Opening Remarks from Chair

11:00 Get Involved! Contact Annette Schnur at Annette.Schnur@KNect365.com

11:45 Follow the Money: CX Metrics, Alignment and Future Financials

Steve Carroll, VP Customer Insights, Lexis Nexis
In this session Steve will cover how LexisNexis has linked CX metrics to financials, and has subsequently aligned all employees
behind customer-related metrics. This will include specific examples of both CX-related financial modeling, and how LexisNexis links
all employees to the CX metrics (and targets) most relevant to each employee role.

12:30 Can We Connect?

Matt Doolittle, Consumer Insights & Marketing Analytics, The Walt Disney Company
How can you connect efficiently and effectively with not just future clients but employees? Being able to use social media properly
can change your business for the future. Training your team on how to use sites like LinkedIn, Twitter and Facebook can help you
reach a new audience in an effective and cost efficient way. Matt Doolittle will discuss this, as well as the best ways to reach out and
not come across like you’re trying to sell something, but how to sell yourself.

1:15 Lunch

2:15 The Journey of Journey Mapping

Adam Sant, Senior Director of Experience Design, Dollar Shave Club
The outcomes of Journey Maps can have a huge impact on your organization. But how do you get there and what’s involved in the
process of getting it sold in and then the process of building one. We’ll walk through using existing data to build a case for a Journey
Map and identifying opportunities for the in-home research with your customers through to how journey maps will reveal opportunities
and inform your data capture in the future.

3:00 Get Involved! Contact Annette Schnur at Annette.Schnur@KNect365.com

3:45 Afternoon Networking Break

4:15 Designing the Ideal ‘Future State’ Customer Experience

Janet LeBlanc, President, Janet LeBlanc + Associates Inc.
Digital transformation has fundamentally changed customer expectations. Coping with the pace of technological change is difficult
for many organizations. This presentation teaches participants how to design a ‘future state’ customer experience and develop a road
map for change.

5:00 Roundtables

5:30 Wrap Up and Key Learnings from Chair

5:45 End of Day

@CXNextEvent | #CXNextEvent 7
 WEDNESDAY OCTOBER 25TH
9:15 Morning Welcome from Chair

9:30: KEYNOTE
Leading in an Emergent Era
Sara Ley, Digital Learning and Technology Leader, GE
Once every few generation, innovation and socioeconomics seem to converge in a new way. Today we
are entering an Emergent Era, one that is challenging how we think about markets, business models
and organizational culture. Our ability to see what’s right in front of us – while also seeing around
corners – will reward organizations able to develop talent with five leadership competencies. This
session will explore these traits, as we consider the Emergent Era and what’s at stake.

10:30: KEYNOTE
We Are All Cyborgs Now: The Future of AI and Human Machine Interactions
Amber Case, Cyborg Anthropologist, Author, Calm Technology: Designing for the Next
Generation of Devices, fellow at Harvard University’s Berkman Klein Center for Internet
and Society, Visiting Research at the MIT Center for Civic Media

11:15 Morning Networking Break

11:45 Get Involved! Contact Annette Schnur at Annette.Schnur@KNect365.com

12:30 Scaling and structuring your team - The Complexities of Building your Customer Service Group in a Fast-Growing Environment
Katie Rogers, Senior Director of Customer Experience, Harry’s
As companies scale and grow, the structure of the organization is bound to change in response. Pulling from her previous experience
at Gilt and her current role at Harry’s, Katie Rogers will ignite conversations around growth, scale and what that means for the
customer service team.
1:15 Lunch

2:15 Agile Customer-Centric Design & Delivery

Mike Kendall, Former Director of Customer Experience, Capital One
Gaining an edge in the Digital Age requires a new way of working. One that puts customers at the center of product and experience design,
equips everyone on your team to gain customer empathy and run rapid experiments, and provides for quickly scaling prototypes. In this
session, you will gain insight into the building blocks of a customer-centric culture including tools and structures for agile innovation and
design, customer empathy and insights, rapid experimentation and ideation, along with scaling and improving designs.
3:00 Wrap Up and Key Learnings by Chair

THURSDAY OCTOBER 26TH

DISNEY CUSTOMER
EXPERIENCE EXCURSION
LEADERSHIP IS A CHOICE! EVERY DAY YOU CHOOSE TO BE A LEADER
(OR NOT)!
Thursday, 10:45—5:00PM
LOCATION: DISNEY’S MAGIC KINGDOM® THEME PARK
William J. Greenwald, Founder and Chief Neuroleaderologist, Windsor
Leadership Group, LLC
Throughout this half-day learning experience, participants will move from
training room (kick-off meeting) to group experiences within Disney’s Magic
Kingdom® theme park. Upon return to the conference hall, participants will
take time to debrief the learning experience as a group…for being able to
actionize key insights learned is where the true “magic” occurs.
Learning Focal: Participants will explore and personally experience the
principles and practices of servant leadership and the behaviors required
to build, and then fortify, a culture of Service Excellence. A specific focus
will be placed on the behaviors of extraordinary leaders (e.g., what specific
behaviors do servant leaders exemplify every day) and the specific
leadership behaviors required to be exemplified EVERY DAY to catalyze
a high-performing service culture. By looking through the lens of Disney
(via a field trip to Disney’s Magical Kingdom® theme park), participants
will be introduced to, and personally experience, an array of activities,
decisions, strategies, and foresights that have served to make Disney a
preeminent leader in building extraordinary leaders and high-performing
service cultures. In the end, you will understand that for Disney, exceeding
guest and cast member (i.e., employee) expectations is NOT a hope
strategy; rather, it is a purposeful pursuit and has led Disney to a simple
understanding: It is not the magic that makes it work…but the people that
do the work that make it MAGIC!

@CXNextEvent | #CXNextEvent 8
 REGISTRATION DETAILS

3 WAYS TO
REGISTER
PACKAGE OPTION
PRICING:
ONLINE:
www.CX-NEXT.com

Register by July 14th

SAVE $300
CALL
888-670-8200 or
+1.941.554.3500

Register by August 25th

SAVE $200
EMAIL
register@KNect365.com
Include code M2911

Register by September 22nd

SAVE $100 Standard & Onsite

3 Day Pass October

$2,300 $2,400 $2,500 $2,600
23-25
2 Day Pass October
$1,800 $1,900 $2,000 $2,100
23-24
2 Day Pass October
$1,800 $1,900 $2,000 $2,100
24-25

Digital Natives
ADD $400
October 22

Disney Excursion
ADD $500
October 26

GROUP SAVINGS! Payments:

• Groups of 2 SAVE $100 OFF the current rate
• Groups of 3-4 SAVE $250 OFF the current rate
• Groups of 5+ SAVE $500 OFF the current rate
To take advantage of discount offers, contact Kevin Schlear at
Kevin.Schlear@KNect365.com or 646.895.7309.
Auxiliary Aid:
Any disabled individual desiring an auxiliary aid for this conference
should notify KNect365 at least 3 weeks prior to the conference in
writing, by faxing 212.661.6045.
Due to unforeseen circumstances, the program may change &
KNect365 reserves the right to alter the venue and/or speakers.
Payments may be made by check, Visa, MasterCard, Discover, Diners
Club or American Express. Please make all checks payable to the
“KNect365” and write the name of the delegate(s) on the face of the
check, as well as our reference code: M2911.
If payment has not been received prior to registration the morning of
the conference, a credit card hold will be required.
CANCELLATION POLICY
For information on KNect365’s cancellation and substitution policy,
please visit: www.cx-next.com

DATE & VENUE PARTNERSHIP OPPORTUNITIES

October 22-27, 2017
Rosen Shingle Creek, Orlando, FL
ACCOMODATIONS:
Conference room rate is $215 a night plus
taxes and fees. To reserve your room, call
Rosen’s reservations department directly
at 1-866-996-6338 using booking code
51690. Cutoff date for room reservations is
Wednesday, October 4th or until sold out.
Want to join us as a Media Partner for the event?
Please contact Kevin Schlear at Kevin.Schlear@KNect365.com or 646-
895-7309
Are you interested in becoming a sponsor or exhibitor at CX Next?
Please contact Annette Schnur at Annette.Schnur@KNect365.com or
212-661-2019

THANK YOU TO OUR SUPPORTERS