CX Outcomes Are Everything.

April 6-8, 2015

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CXFusion

The World’s CX Event: CXFusion 2015 brings together top customer experience (CX) practitioners, industry innovators, and MaritzCX experts for three days of networking and education designed to help you launch your program, or move it from stale to stellar.

400+

Practitioners

4

Tracks

53

CX Sessions

13

Workshops

Who Should Attend?

CXFusion is ideal for anyone in customer experience, voice of the customer, service/support, operations, survey, market research, marketing, customer retention, customer intelligence, employee voice or engagement, and HR.

Certification Opportunity

The industry’s top best practice training is available at a discount. Save time and money by using your pass to attend training and certification classes, and return home knowing you just officially accelerated your career and your résumé.

“The schedule was perfect. Enough networking opportunities without it being too much. Great variety and quality of speakers. Very motivating conference. I would recommend anyone in the VoC space attending.”

Stacey BaldeoDunn and Bradstreet

“This was a great opportunity to meet and exchange ideas and also talk about challenges – some related, some not! Overall, the conference was one of the best that I’ve attended.”

Donna BlaineTransamerica

“I come to Fusion because it’s where everyone in the […] VoC Industry comes. It’s awesome to speak with peers and hear what they’re doing…. It’s where we get inspiration and ideas to fuel our program….”

Krystalina BrownMACU

Speakers

Leading experts, practitioners and MaritzCX – all in one place!

Shawn Achor

Positive Psychology Researcher, Author

Carine Clark

President and CEO, MaritzCX

Dan Harris

Co-Anchor of Nightline and Author of 10% Happier

Adam Edmunds

Chief Strategy Officer, MaritzCX

Rick Parrish

CX Ecosystem Expert, Forrester Research

Maxie Schmidt-Subramanian

VoC Expert, Forrester Research

Edouard F. Piquet

SVP Customer Experience, Aeromexico Airlines

Bruce Temkin, CCXP

Customer Experience Transformist & Managing Partner, Temkin Group

Bassam Salem

COO, MaritzCX

Melissa Leon

Global Customer Loyalty Manager, NALCO Champion

Dave Fish, Ph.D.

SVP Client Solutions, MaritzCX

Eric Wansong

VP Customer Advocacy, VMware

Tammy Dujmovich

Sr. Manager, Customer Intelligence at Cisco Systems

Rich King

Director, Customer Experience, Transamerica – Investments & Retirement Division

Mark Magee

VP Product Management, MaritzCX

Katy Churches

Manager of Customer Experience, American Family Insurance

Cole Nussbaumer

Data Visualization Expert

Christopher Surdak

Author of Data Crush

Jennifer Beyer

Vice President, Platform Services, MaritzCX

Dennis Bromley

SVP Member Development & Engagement, Mountain America Credit Union

Dave Ensing, Ph.D.

VP Solutions Strategy, MaritzCX

Jason Sanchez

Director, Research Engagement, DirecTV

Laura Zurek

Vice President, Marketing & Communications, M&T Bank

Dr. Gary Rhoads

VoC/CX Expert

Matt Inman

Senior Strategic Consulting Director, MaritzCX

Paul Boustany

Senior Manager, Service Planning & Insights, Activision

Michelle Roseman-Turner

Senior Director, Innovation and Product Management, MaritzCX

Dave Bullock

Marketing Principal, FedEx

Joe Wheeler

Executive Director, Service Profit Chain

Kevin Lattery, Ph.D.

VP Advanced Analytics, MaritzCX

Funda Whitaker

Senior Director Strategic Research, MaritzCX

Eric Weight

VP Solution Consulting, MaritzCX

Josh Monaco

Sr. Manager VoC, TD Ameritrade

Ross McAllister

Program Manager for Customer Loyalty, NALCO Champion

Cameron Karr

Chief Executive Officer, Karvida

Dave Mulkey

VP Sales, MaritzCX

Chris Travell

VP Strategic Consulting Automotive, MaritzCX

Barbara Porter

Executive Director, Advisory, Ernst & Young

Melissa Wozniak

Senior Manager, Best Practices, MaritzCX

Ingrid Lindberg

Serial CxO

Ted Saunders

Digital Solution Manager, MaritzCX

Jeff Balsavich

Marketing Program Manager, British Petroleum

Tulsi Dharmarajan

Director, Product Management, MaritzCX

Terry Cain

Vice President Global Customer Engagement, Avnet

Juraj Kavecansky, Ph.D.

Director, Marketing Science, MaritzCX

Josh Skinner

Director, Technical Success, MaritzCX

Nicholas Mercurio

CX Strategist and Thought Leader, MaritzCX

Kyle LaMalfa

Customer Intelligence, MaritzCX

Chris Nielson

Program Manager, MaritzCX

Len Ferman

Senior Consultant, MaritzCX

Brion Scheidel

Director Text Analytics, MaritzCX

Michael Allenson

Senior Strategic Consulting Director, MaritzCX

Agenda

Workshops

Building a VOC/CX PlanEmployee / Customer Linkages
Journey Mapping EssentialsCreating Executive Reports
Advanced AnalyticsBackward Research Design
Moving Data to the Front LineData Collection for the Mobile World

Industries

AutomotiveFinancial Services
RetailB2B
Technology & TelecomHealthcare
HRTravel & Hospitality

The Venue

The Bellagio, Las Vegas

The epitome of quality and elegance on the Las Vegas Strip, the Bellagio offers luxurious rooms, gourmet restaurants and upscale shopping.

MaritzCX has secured a group room rate of $169 / Night plus a $25 resort fee and local tax. Space is limited and rooms are available on a first come basis. Your travel and accommodations are not included in the conference cost. Once you register for the conference, you will be able to register for the discounted rate at this site.

Bellagio

3600 Las Vegas Blvd. South
Las Vegas, NV 89109

Sponsors

Conference Sponsors

Aspect

Aspect helps companies deliver remarkable customer experiences across every conversation and channel – through a single, elegant software platform. As the global leader in consumer engagement solutions and cloud hosting services, our unified interaction management, workforce optimization and back-office solutions seamlessly orchestrate people, processes and touch points.

Critical Mix provides easy access to highly-targeted global survey respondents, survey programming and data visualization services for market research and consulting firms. Driven by a passion for simplifying data collection, the team at Critical Mix is personally invested in giving clients the ultimate customer service experience. Every project, no matter the size or type, is supported by a team of always-available, experienced market research practitioners who anticipate your needs and provide thoughtful customer care. Service options include a complete spectrum of high-quality data collection tools ranging from sample sources, survey programming and fielding, to report automation and data dashboards. Critical Mix is headquartered in Westport CT and operates globally. Call us at 1-800-651-8240 or email [email protected].

The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards.

EY is a global leader in assurance, tax, transaction and advisory services, including a dedicated customer experience practice. Worldwide, our 167,000 people are united by our shared values and an unwavering commitment to quality. We make a difference by helping our people, our clients and our wider communities achieve their potential. For more information, please visit www.ey.com

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. With the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure, HP delivers solutions for customers’ most complex challenges in every region of the world. More information about HP (NYSE: HPQ) is available at http://www.hp.com.

Research Now

Research Now Group, Inc., headquartered in Plano, Texas, is the global leader in digital data collection to power analytics and insights. It enables data-driven decision making for clients who listen to and interact with the world’s consumers and business professionals through Research Now’s online panels, as well as mobile, digital and passive data capabilities. The company operates in 38 countries, from 24 offices across the globe, and is recognized as the market research industry’s leader in quality, scale and customer satisfaction. For more information, go to www.researchnow.com.

The Service Profit Chain Institute is a consulting firm dedicated to helping our clients succeed by improving the linkage between employees, customers and profits. Projects range from re-design of the customer experience to improve customer satisfaction and loyalty to implementing the entire Service Profit Chain. For more information, go to http://serviceprofitchain.com/.

Media Sponsors

Your Attendee Experience Includes:

Keynote Sessions & Breakout Sessions
All Conference Materials
Training Sessions & Workshops
Networking Events
Meals & Entertainment

Payment

Payment must be received the date pricing discount ends. Use the online registration and payment system at www.cxfusion.com. Credit card payments are accepted online, or payment can be accepted by check or money order by contacting:

Cancellation Policy

All registration and certification cancellations must be received in writing. Email your cancellation notice.

Frequently Asked Questions

Location & Dates

Where is CXFusion?
CXFusion 2015 will take place at the Bellagio in Las Vegas, NV.

What are the conference dates?
The conference begins on Monday evening, April 6, 2015 and continues through Wednesday, April 8, 2015.

When does the “early bird” rate end?
The early bird rate of $550 expires on February 13, 2015.

What is the registration cost for CXFusion?
The registration cost depends on when you register – the earlier, the better! The full conference rate is $550 before February 13th, and $900 beginning February 14th. Please visit www.cxfusion.com for more information.

Registration

How do I register?
Register for CXFusion 2015 at www.regonline.com/cxfusion.

How do I pay?
Please register and pay for CXFusion at www.regonline.com/cxfusion. You can register by credit or debit card.

What if I would like to register, but need to pay in another for other than a credit card?
If you require a different payment method other than a credit or debit card please contact [email protected].

What is the cancellation and refund policy?
All event registration cancellations must be received in writing. Email your cancellation request to [email protected].

Can I substitute/delegate my pass if I am unable to attend?
If you are unable to attend the CXFusion 2015 you may transfer your registration to another person by sending an email with the new attendee’s name and contact information to [email protected].

If I cancel my attendee registration, can I transfer by hotel reservation to another attendee?
Registration for the conference and reservations for the hotel are separate transactions. All hotel reservations are made directly with the Bellagio. If you will be using a new credit card during the substitution, the substituting attendee will need to complete a new hotel reservation through the hotel reservation process and submit the new credit card to secure the reservation.

Are there any discounts for registering multiple colleagues?
If you register three people from the same organization at the same time during the registration process, you will receive a complimentary pass for a fourth person to attend.

Will I be able to register and pay for the conference onsite?
If the conference has not reached the capacity by the start of the event, you can pay onsite. The fee for onsite registration will be $900. Please contact the event team to check availability beforehand by emailing [email protected].

Can I substitute delegate passes if I am unable to attend?
If you are unable to attend CXFusion 2015, you may transfer your registration to another person by sending an email to [email protected] with the new attendee’s name and contact information before March 31, 2015.

Hotel

Are there special conference hotel rates?
You can take advantage of special conference delegate room rates at the Bellagio; $169 / night plus a $25 resort fee and local taxes.

How do I book a hotel for CXFusion?
The easiest way to book your hotel room is to reserve your room at the same time you register for the conference. Once you register and pay for your conference admission, you will receive a link to reserve your room at the discounted CXFusion rate.

What is the hotel room cancellation policy?
Cancellations for a hotel room reservation must be received within 48 hours before the day of arrival or the hotel will charge your credit card for one night’s accommodation.

What if I don’t check in on my scheduled arrival date?
The hotel will charge you for one night’s accommodation and cancel the reservation.

Can I make a hotel reservation through the CXFusion Registration and Housing webpage without a credit card to guarantee my reservation?
No, the hotel requires a credit card on file to make a hotel reservation.

Is my hotel included in the conference fee?
No, the conference fee does not include hotel room fees and transportation costs. The conference fee includes all conference materials, sessions, meals, entertainment and promotional items.

Travel

Where can I find information about travel to Las Vegas, Nevada?
Find information at Visit Las Vegas.

What is the weather like in Las Vegas in April?
Average Low 55°F, 13°C / Average High 77°F, 25°C.

Which airport is closest to the Bellagio?
Las Vegas, McCarren airport.

How do I arrange ground transportation?
Taxi time from the airport to the Bellagio is approximately 15 minutes. A one-way fare is about $20 – $25.
Transportation to and from the airport is not covered in your conference registration.

Is airfare included in my conference registration?
No, the conference fees do not include airfare or transportation costs. The conference fee does include all conference material, sessions, meals, entertainment and promotional items.

Agenda & Sessions

Where can I find an agenda for the event?
The conference agenda can be found on-line at www.cxfusion.com. Make sure to check back often to see updates in speakers and sessions.

When can I register for breakout sessions?
There is no need to pre-register for breakout sessions in advance. You are free to attend any session you like.

Will conference presentations be made available?
All approved presentations decks will be available online for registrants after the conference. Please note that all speakers have the option to opt-out of sharing their presentations publicly.

Is the CX Certification included in my conference fee?
No, CX/VoC Certifications on April 9 and 10 are not included in your conference fee and are paid separately.

Miscellaneous
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