Customer Track

This track will focus on customer service, support, and success and the importance of all of these elements as it relates to your bottom line.

Translating UX in International Projects

What are the unique considerations and challenges that come with leading UX projects in international markets? How does a team set itself up to deliver strategy, research, and design across consistent standards when there are language barriers or cultural unknowns? In this talk, Sarah Alvarado, Research Director at Blink, will share compelling and honest anecdotes across a number of international projects to help organizations think deeply about when, where and how to conduct international UX work.- When it makes sense to consider international UX work (and when it doesn’t)- Where to look for relevant and meaningful UX opportunities in new markets- How to bridge cultural and language barriers across client and agency teams to deliver insights, innovative strategies and impactful designs

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ROI-tention

How do you grow faster with more profit? Focus on the customers you already acquired to boost the three R’s: retention, repurchase rates, and referrals.Enhance your growth strategy through an analytical, segmented, and solution oriented focus on your customers’ experience. You will drive your Return On Investment with a handful of actionable steps and will be sharing the power of ROI-tention in less than 90 days!Join and come prepared with insights on the opportunities at your company.

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Trusthacking: Signalling Consumer Trust

This panel will feature electrifying award-winning accredited businesses that have won ethic awards from the Better Business Bureau, and how they have adapted to change. There will be a 10 minute TEDesque talk in the beginning that focuses on Trusthacking, with practical resources (handouts and even some giveaways at the end if permitted). We would want to also show data on businesses, trends, and even talk about new waves of business ideas (ie Conscious Capitalism, B Corp etc) and discuss how trust needs to permeate. We would love to do a "Twitter" QnA.I launched TEDxGrandCanyonUniversity and I was a former professor. I would love this to be both Socratic, but with some key takeaways that focus on building trust.

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AI Driven Customer Journey!

Customers are leaving products because they can't figure out how to use them! Understanding customer journey using AI and orchestrating customer data at any touchpoint help portray a clear picture of customer journey and where they need help.I would like to present my perspective on how Intuit approaches this problem from a strategic perspective and specific applications for startups to deliver better customer experience and increase their retention.

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Start-Ups Take Flight: Customer Experience Design at the San Diego International Airport

In 2018, the San Diego International Airport hosted a record high total of 24 million passengers. In 2019, it earned the distinction of “No. 1 Among Busiest US Airports” in part for its focus on customer experience. The San Diego County Regional Airport Authority offers a unique setting for select innovators to validate ideas for the airport of the future during a 16-week innovation lab. Startups test their service at SAN with the goal of scaling the concept to major U.S. airports nationwide.Rick Belliotti will present the airports’ philosophy on customer experience design and facilitate a discussion with the CEO’s of three of the most successful SAN Airport Innovation Lab companies: AtYourGate, Baggage Nanny, and Ciari Guitars. Learn how to apply customer service principals to your customers’ journey, examine innovative ways to enhance the customer experience, and differentiate your product or service by finding unique ways to reach your target customers.

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Customer Experience is the Future of Cannabis

For the last several decades, successful businesses have utilized customer experience as a competitive advantage. In the cannabis industry there are very few companies employing strategies to build meaningful relationships with customers to gain trust, loyalty and referrals. The cannabis industry is affected by a variety of external forces supporting fierce competition: • businesses are competing for the same unsegmented target audience• restricted traditional outbound & social media marketing• the cost of producing products is status quo, but product prices are rising• consumers are left to navigate a new and confusing marketplace with very little guidanceCannabis companies must gain new customers, earn repeat-business and achieving bottom-line results. The key to success in this dynamic industry is CX. In this session, participants will learn more about the challenges in cannabis, as well as revolutionary CX tools that dramatically shift the landscape to consumer-centric.

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Digital accessibility: A surefire way to deliver superior customer experiences & achieve greater ROI

Did you know that approximately 20% of people are living with a disability? That’s well over 1.5 billion people worldwide.No startup can afford to ignore a potential audience that large — yet many digital products & services continue to launch with major accessibility issues.Not only can these issues do serious damage to your startup’s brand & customer experience, but they also open the door to costly litigation as the number of digital accessibility lawsuits under the Americans with Disabilities Act has skyrocketed in recent years.Clearly, it’s time for your startup to move further down the road to digital accessibility. During this presentation, I’ll help you do exactly that.We’ll begin with a quick introduction on the basics of accessibility. We’ll continue with a few actionable tips for making your digital products & services more accessible. Finally, we’ll finish with a quick Q&A session.This session is perfect for founders, marketers, designers & developers alike.

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A Walk in Your Customer's Shoes: Understanding your Customer, the Hero

Do you want to provide products and/or services that your customers will respect, appreciate, and love you for? The more you understand your customer's behaviors, motivations, and needs, the more effective you will be at delivering an exceptional experience.During this interactive session, you will:* Understand Customer Experience and why it matters* Create the first iteration of a Customer Persona - to guide the choices you make around how you engage your customers* Utilize concepts from Customer Journey Mapping with a hero/guide story* Learn how storytelling can impact your brand

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Traveling the Yellow Brick Road: How Fast-Growth Startup Can Achieve Success on the Customer Journey

San Diego-based Scientist.com is a perennial fast-growth company, landing on Inc. magazine’s list of America’s 500 fastest-growing companies three years running. The award-winning R&D marketplace knows that maintaining high growth means maintaining outstanding customer service in the face of rapid change. Two Scientist.com team members, Daniel Kagan, PhD, COO and Diana Ourthiague, PhD, SVP of Accounts, explain how they were forced to reinvent their customer service approach as Scientist.com transformed from a raw startup to a profitable enterprise. Key topics include when to automate and when to use a human touch; how to manage relationships with large bureaucratic customers; what qualities to look for when hiring in the digital age; why AI/machine learning has the potential to transform customer service if used appropriately; and how to set expectations early with customers and position the company for future growth. This track will touch on every stage of the customer journey.

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Top Quality Wins Top Clients

Whatever your product or industry, winning & keeping top clients is the life blood of every business. In this session learn how to write copy that attracts the right type of customer and proactively create memorable experiences that impress and forage long term customer success.

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