Delivering the Promise of Customer Experience

April 25-27, 2016

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CXFusion

The CX event of the year, CXFusion brings together industry innovators, practitioners,
and MaritzCX experts for three days of networking and education designed to help organizations fuel CX change.

500+

Practitioners

4

Tracks

56

CX Sessions

8

Workshops

WHO SHOULD ATTEND?

CXFusion is ideal for anyone involved with customer experience, including: survey and feedback managers, market researchers, insight professionals, employee loyalty and HR, business leaders, sales, marketing, operations, C-suite.

“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 BaldeoDun and Bradstreet

“Overall it was an amazing conference. I took away a whole list of ideas to take back to our business. Awesome keynote speakers. The venue was wonderful. Thank you for a great conference!”

Nancy CrockettAVP Customer Experience, Transamerica
“We are building our CX team from the ground up and it was great to get some insight from expert CX consultants on how to go about doing this.”
Andrew CumminsInContact

Speakers

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

As CEO of MaritzCX she leads corporate direction and initiatives at MaritzCX. Name 2015 CEO of the Year by Utah Business Magazine.

Carine Clark

President and CEO, MaritzCX

Adam is responsible for business development, corporate strategy, and direction at MaritzCX. He founded Allegiance which merged with Maritz to create MaritzCX.

Adam Edmunds

Chief Strategy Officer, MaritzCX

DonorsChoose.org is one of Oprah Winfrey’s “ultimate favorite things” and was featured on the cover of Fast Company as one of the “50 Most Innovative Companies in the World.”

Charles Best

Founder & CEO, DonorsChoose.org

R “Ray” Wang currently is a Principal Analyst at Constellation Research Group. He previously was a
founding partner and research analyst for enterprise strategy at Altimeter Group and the author of the
popular enterprise software blog “A Software Insider’s Point of View”.

R Ray Wang

Principal Analyst, Founder, and Chairman of Constellation Research, Inc. 

David McCandless is a London-based author, data-journalist and information designer, working across print, advertising, TV and web. His blog and best-selling books “Information Is Beautiful” (2009) and “Knowledge is Beautiful” (2014).

David McCandless

Data Journalist, Information is Beautiful

Bruce is the Chair and Co-Founder of the Customer Experience Professionals Association (CXPA) as well as the author for the blog Customer Experience Matters.

Bruce Temkin

Customer Experience Transformist & Managing Partner,
Temkin Group

Joana is the Senior Analyst Service Customer Experience Professionals at Forrester. Her areas of expertise include digital customer experience, tools like journey mapping and Agile methods.

Joana van den Brink-Quintanilha

Senior Analyst, Forrester Research

Megan joined Forrester to measure CX quality and understands its link to financial results. In 2009 she shifted her focus to the broader topic of CX maturity.

Megan Burns

Vice President, Principal, Forrester Research

Adam is the Senior Director of User Experience at Dollar Shave Club. He has a dynamic view of customer experience and design needs for companies to be successful.

Adam Sant

Senior Director of User Experience, Dollar Shave Club

Ana’s also served as the Area Quality Analyst, Guest Relations and Quality Manager, and Market Research Analyst for The Ritz-Carlton Hotel.

Ana M. Brant

Director, Global Guest Experience & Innovation, Dorchester Collection

As the director of Customer Experience at West Monroe Partners, Kyle has spent 15 years advising clients in both a management consulting, and digital agency capacity.

Kyle Hutchins

Director, Customer Experience,
West Monroe Partners

Joe is the CEO of CX Workout, a Boston-based consulting firm dedicated to helping companies achieve better performance by improving the linkage between employees, customers and profits.

Joe Wheeler

President, CX Workout

Carolyn Muise is the Vice President of EMC Corporation’s Total Customer Experience Program, a company with revenues of $24.5 billion and 60,000 people worldwide.

Carolyn Muise

VP Customer Experience, EMC

CEO and Founder of Chief Customer, Ingrid has also served as a chief experience officer for multiple large, global companies.

Ingrid Lindberg

Founder, ChiefCustomer.com

Scott has worked in the treasury group for 21 of his 25 years with Wells Fargo. In his role he manages multiple teams in multiple sites while being responsible for servicing treasury management services from the close of sale through the product life cycle.

Scott Humes

Client Service Manager, Treasury Management Client Services, Wells Fargo Bank

Responsible for developing the vision and driving the overall strategy and execution of the Contact Center Operation. Drive engagement across multiple sites to deliver customer satisfaction, improved service level delivery and increased revenue.

Derek Wysong

Director Contact Center Operations and Customer Experience, American Signature Furniture

Barry has led the introduction of new disciplines like persuasive design and gamification to the loyalty space, and champions the belief that “consumers are human beings first.”

Barry Kirk

VP Loyalty Solutions, Maritz Motivation Solutions

Charlotte Blank

Executive Director, The Maritz Institute

Responsible for P & L for business unit focusing on Employee Performance and Engagement Solutions. Manage all aspects of the business including product development, professional services, marketing, operations, client satisfaction and financial performance.

Kimberly Abel-Lanier

VP & General Manager, Workforce Solutions, Maritz Motivation Solutions

Tim leads a global team of business and product strategists who work alongside frog designers and technologists to bring game changing innovations to their market.

Timothy Morey

Vice President, Innovation Strategy, frog

Sam Whitehead has worked for John Deere for 20 years with experience in the areas of Information Systems and Sales and Marketing. He has served in multiple roles over the years and is currently Manager, Channel Development, Small Ag, and Turf.

Sam Whitehead

Manager, Channel Development, Small Ag and Turf, John Deere

Allen Porter

VP Customer Success, Survox

Ben Stewart

Omnichannel Innovation, Patagonia

Maria serves as Vice President of Global Strategy and Research, responsible for designing and implementing a global digital strategy for Research Now.

Maria Domoslawska

VP Global Digital Strategy & Research, Research Now

Catalyst for the business customer experience transformation and developing customer strategy that drives engagement, retention, and relationship growth. Designing approaches and implementing customer experience capabilities to enable complex customer experience improvement initiatives.

Diane Magers

Customer Experience Strategy and Culture, AT&T

Firm believer that insight generation is only the first step in driving an improved customer experience and that the real victories come when insights are a regular input into action plans and continuous improvement initiatives.

Tiffany Stryk

Director, Customer Experience, Dell

Invented and facilitated the Maritz Persuasive Design Lab ® resulting in $2.15 million in direct revenue and over $10 million in incremental revenue over three years.

Bill Hennessy

Persuasive Design Strategist, Maritz Motivation Solutions

Teakaau Piho is the Global Offering Manager for Hewlett Packard Enterprise’s CX Digital Content, Analytics and Transformation Services.

Teakaau Piho

Global Offering Manager, Hewlett Packard Enterprise CX Digital Content, Analytics and Transformation Services

Leading enterprise-wide market research & client insight initiatives. Expert knowledge of diverse research methodologies and advanced analytic techniques.

Mike Dufault

Global Head of Market Research, BNY Mellon

Walter Good provides PinPoint customers with nearly 30 years expertise managing the growth and strategy of B2B technology companies. For the last 15 years, Walter has focused on managing research and analytics technology companies that service global brand customers.

Walter Good

President, PinpointResearch

Senior Strategic Consulting Director at MaritzCX. Michael is passionate about helping companies understand their customers’ needs and uses that information to better serve them, while also growing their business.

Michael Allenson

Senior Strategic Consulting Director, MaritzCX

As a Senior Director of CX Strategy and Design with MaritzCX, Matt is responsible for helping companies develop customer experience improvement roadmaps by applying best practices.

Matt Inman

Senior Director, Customer Experience Strategy & Design, MaritzCX

Dave is the VP of Solutions Strategy at MaritzCX. Dave has been conducting automotive research for more than 16 years.

Dave Ensing

VP Solutions Strategy, MaritzCX

As the CTO/EVP of Engineering at MaritzCX, Jason leads all facets of innovation, development, and technology for MaritzCX. He ensures the company has world-class capabilities and processes in place for the success of existing and future clients.

Jason Taylor

Chief Technology Officer, MaritzCX

Justin Thompson is the VP of Product Strategy for MaritzCX. Thompson’s responsibilities include defining and building innovative, next-generation products.

Justin Thompson

VP Strategy, MaritzCX

J.D. Is the VP of Business Development and Partnerships at MaritzCX. Jeppson brings more than 18 years of experience in sales, business development, and management to MaritzCX.

J.D. Jeppson

VP Business Development and Partnerships, MaritzCX

Mark is the VP of Product Management and is responsible for overall product direction and strategy at MaritzCX. Prior to this role, Magee led the product management team at Allegiance and was instrumental in developing key practices and procedures to improve product direction and development.

Mark Magee

VP Product Management, MaritzCX

Terry Byrnes

VP Total Services, Caesars Entertainment

Jennifer Maldonado

Voice of the Gamer Program, Activision

Linda Vitale is a Specialist in Global Talent Management Systems for Bain & Company. In this role, she has responsibility for various talent management system strategy and implementation projects. She first joined Bain as a Recruiter in 2012 after graduating from Boston College.

Linda Vitale

Specialist, Global Talent Management Systems, Bain & Company

Working at Paychex since 2004, Kathy has numerous positions from HRS Specialist in our Taxpay department to Advisor in our Operations Service Center. Most recently I was promoted to Technical Solutions Manager where I’ve spent the last 18 months building up our VoC team and VoC/CX program.

Kathy Clark

Technical Solutions Manager, Paychex

Jacqui leads NextGen’s client experience team, providing oversight and strategy to the Company’s Voice of the Client Program. Jacqui brings over 15 years of experience in the CX and account management arena and is a fierce advocate for the client.

Jacqui Darcy

Director of Client Satisfaction, NextGen Healthcare

Scott leads the Client & Partner (Employee) Experience team at the Northern Trust Company. Scott spent twenty years as a business leader at a number of financial services companies, including JP Morgan and Bank One.

Scott Dille

National Director Client & Parter Experience, Northern Trust

Stephanie Neal works to enable business growth through research, analysis and design of experiences that enhance client loyalty and partner engagement.

Stephanie Neal

Senior Client Experience Consultant, Northern Trust

As Senior User Researcher at Rent the Runway, Sam supports all usability and customer research for the product and engineering teams, ensuring the user at the heart of all designs and feature development.

Samantha Law

Sr. User Researcher, Rent the Runway

Stan is a leader in Bain’s Customer Strategy & Marketing Practice. He has led or advised on multiple large-scale customer experience transformation and Net Promoter System implementation projects for clients.

Stanford Swinton

Principal, Bain & Company

Rich Shaner

Senior Manager, Customer Engagement Marketing, Allergan

Jordan has more than 10 years of business consulting and technology experience in the financial services industry. Throughout his career, Jordan has focused on merger integration, change management, operational effectiveness, and program management within banks.

Jordan Sternlieb

Senior Manager, West Monroe Partners’ Banking

Ms. Grimm has worked in customer experience measurement and improvement as a practitioner, researcher and consultant for more than 30 years

Cynthia J. Grimm

Chief Customer Experience Officer, CX Solutions

Stephen Butler delivers innovative solutions which improve customer satisfaction. Stephen’s expertise is in mapping the customer journey by integrating research findings and employee and customer perspectives.

Stephen Butler

SVP, Customer Experience, CX Solutions

Spending the last 15 years leading the customer and employee experience in REI retail locations throughout the west coast. My current role, Retail Operations Manager, has provided me the opportunity to impact the customer and employee experience across all of REI.

Nate Nielsen

Retail Operations Manager, Recreational Equipment, Inc.

The mission of Greg’s department is to instill knowledge, passion and pride in the Mazda Brand among Mazda stakeholders so that in turn they are able to deliver an unparalleled experience to their customers.

Greg Young

Director, Brand Engagement, Mazda Canada Inc.

Len Ferman is a certified ideation workshop facilitator and qualitative researcher. He specializes in helping companies generate and evaluate breakthrough ideas to improve the customer experience.

Len Ferman

Senior Consultant, MaritzCX

Agenda

A unique combination of big picture thinking and practical recommendations to help you move your program forward.

Workshops

To help you gain critical skills.

Mobile Survey DesignEffective Dashboard Design
Introduction to CX Analytics5 Ways to get the most from your text analytic efforts
Building a strong VoC programDesigning a CX Study to Tell a Story
The Basics of Journey MappingSetting CX Goals
Championing CX Change

Session Topics

For a complete listing of 50+ sessions, please download the full agenda.

VoC Best PracticesCXEvolution
Driving Frontline ActionCX Technology
CX StrategyExperience Innovation
Customer-friendly CultureAnalytics & Insight

Certification Event

Extend CXFusion and accelerate your customer experience career and programs at this special certification event following CXFusion.

April 28-29, 2016

Monte Carlo Las Vegas Hotel
3770 Las Vegas Blvd. South
Las Vegas, NV 89109

VoC Certification $1,250

After completing the 2-day training, you will be able to:

  • Understand the benefits of a true VoC program
  • Analyze and recommend data-gathering techniques
  • Identify best practices in obtaining insights from data
  • Create a blueprint for your VoC program
  • Find relationships in your data
  • Lay the foundation for your action plans
  • Practice new techniques in the analysis of VoC data for improved actionability
  • Identify key drivers in your data
  • Link feedback to customer economic value
  • Drive the right actions from your data

CX Operations Certification $1,250

The CX Operations Certification combines the popular courses “Advances and Best Practices in Data Collection” and “Sampling, Survey Design & CX Study Design” into one efficient and powerful track.

After completing the 2-day training, you will be able to:

  • Design data collection models
  • Improve survey response rates
  • Reduce respondent survey fatigue
  • Design advanced survey and sampling plans

CXFusion + Certification = SAVINGS

Certification is being offered at a special CXFusion rate of $1,250. When you register for CXFusion and the Certification Event you will receive a $400 discount on the CXFusion rate of $1050.00 ($400 savings).

Event Details

April 28-29, 2016

Monte Carlo Las Vegas Hotel

3770 Las Vegas Blvd. South
Las Vegas, NV 89109

* Transportation will be provided Wednesday, April 27th from the Bellagio for those that will be taking advantage of the training and need to transfer to the Monte Carlo.

MaritzCX has secured a group room rate of:

  • $62.00 ++ per night for Wednesday April 27 and Thursday April 28.
  • $154.00 ++ per night for Friday, April 29.

++ There is a $30 resort fee and local tax charged by the Monte Carlo for each night of your stay.

Your travel and accommodations are not included in the certification pricing.

Click here to make your reservation.

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 $199 / Night plus a $29 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 admission. 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

Conference Party: Jason Hewlett

April 26 7:00pm | Bellagio

Join us in welcoming comedian and impressionist Jason Hewlett, to the Bellagio for a private performance for CXFusion attendees. Get ready to laugh, sing along and enjoy an unforgettable One-Man-Show!

Sponsors

Platinum Sponsors

west-monroe-partners
maritz-motivation-solutions

Gold Sponsors

cx-workout
reserach-now

Silver Sponsors

pinpoint-partner
survox

5K Elite Run Sponsor

hpe

Sponsors

critical-mix
aws
smatronix
cxpa

Association Affiliate

casro

Media Sponsors

greenbook
CUTODAY
survey-mag

For more information on how your company can join
CX industry leaders as a CXFusion event sponsor contact:

Chris Cottle
chris.cottle@maritzcx.com
385-695-2860

Your Attendee Experience Includes:

Keynote Sessions
Breakout & Workshop Sessions
All Conference Materials
Networking Events
Meals & Entertainment

Payment

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

Cancellation Policy

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

Frequently Asked Questions

Location & Dates

Where is CXFusion?
CXFusion 2016 will take place at the Bellagio in Las Vegas, NV.

What are the conference dates?
The conference begins on Monday evening, April 25, 2016 and continues through Wednesday, April 27, 2016.

When does the “early bird” rate end?
The early bird rate of $650 expires on February 19, 2016.

What is the registration cost for CXFusion?
The registration cost depends on when you register – the earlier, the better! The full conference rate is $650 before February 19th, and $1,050 beginning February 20th.

Registration

How do I register?
Register for CXFusion 2016 here.

How do I pay?
Please register and pay for CXFusion here. You can pay 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 please contact cxfusion@maritzcx.com.

What is the cancellation and refund policy?
All event registration cancellations must be received in writing. Email your cancellation request to cxfusion@maritzcx.com.

Can I substitute/delegate my pass if I am unable to attend?
If you are unable to attend the CXFusion 2016 you may transfer your registration to another person by sending an email with the new attendee’s name and contact information to cxfusion@maritzcx.com.

If I cancel my attendee registration, can I transfer my 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 a 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 capacity by the start of the event, you can pay onsite. The fee for onsite registration will be $1,050. Please contact the event team to check availability beforehand by emailing cxfusion@maritzcx.com.

Can I substitute delegate passes if I am unable to attend?
If you are unable to attend CXFusion 2016, you may transfer your registration to another person by sending an email to cxfusion@maritzcx.com with the new attendee’s name and contact information before April 15, 2016.

Hotel

Are there special conference hotel rates?
You can take advantage of special conference delegate room rates at the Bellagio; $199 / night plus a $29 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. For more ground transportation information click here.

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 online here. 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 presentation 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.

Miscellaneous

Who should I contact if I have special dietary needs or allergies?
Please specify that you have special dietary needs while registering.

What is the recommended attire for the conference?
Business casual.

What if I still have unanswered questions about CXFusion?
Contact us at cxfusion@maritzcx.com with any additional questions. We look forward to seeing you in April!

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