Day One: Customer Experience Strategy & Design

• 7 Interactive Workshops on co-creation, journey mapping, human-centered design, hiring and the social customer
• Guest Speaker Johnny Earle, CEO, Johnny Cupcakes
• Champagne Roundtables

Day Two: Customer Experience Culture & Engagement

• Case studies from Zappos, Ford, Manheim, and BCBS among others.
• Concurrent session streams on Employee Engagement and Customer Insight & Analytics
• An Invite Only VP Think Tank
• Champagne Roundtables
• The annual CXO Panel

Day Three: Customer Experience Disruptors & Success Factors

• Case Studies from USAA, Barneys New York, REI, Modcloth, Activision, and more.
• Concurrent sessions on Measuring CX Success & The Digital Customer Experience
• Site Tour to the San Diego Zoo

http://nextgencx.wbresearch.com/