Medallia City Tour London
3
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10
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2019
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Steve Walsk

Head of Design

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Session 1 Begins

How to stop decorating with CX and start renovating

4:00 PM - 5:00 PM

Session 1 Begins

How to stop decorating with CX and start renovating

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Medallia City Tour London
3 
October 
2019
9:00AM
 - 
10:00PM
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Be inspired by experience leaders who will empower you with the tools to drive growth and transform how you manage experience.

About the Medallia City Tour

The Medallia City Tour is your ticket into a community of experience management professionals committed to delivering exceptional experiences. This is where pioneers & experience champions unite to shape, experience, & challenge the future of business.


Join us to hear how global business leaders are reinventing and changing their businesses to be truly customer-centric.

Mix with the best

If you are passionate about meeting with & learning from the best, this event is for you. You’ll mingle with world-leading brands & thought leaders in an immersive day of stories & exchanges designed to transform how you manage experience. 


• Hear the best examples of CX & EX excellence in your region & globally
• Network with the leading community of experience management professionals
• Uncover ways to maximise your CX & EX investments
• Discover emerging strategies & new practices from a wide variety of industries
• Leave equipped with tools to take your experience programme to the next level

Speakers 

Blake Morgan

CX Futurist & Author

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Leslie Stretch

President & CEO

Medallia

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Stella Creasey

Global VOC Director

Fidelity International

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Evan Reiss

Vice President Client Advocacy, IBM

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Monika Schulze

Head of Customer & Digital Experience Zurich Insurance

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Sheri Kahn

SVP Product Marketing

Medallia

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David Hart

Customer Experience Manager

Kia Motors

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Joanna Moser

Solution Principal

Medallia

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Rick Sletering

Sr. Manager CEX Insights

Liberty Global

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Rachel Lane

Solution Principal

Medallia 

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Pete Johnson

Sr. Manager VOC

Fidelity International

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Stephen Bender

Account Manager

Disney Institute

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John Abraham

GM Medallia Institute Medallia

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Anna Steinhage

EX and CX Strategy and Insights Manager Medallia

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Josh Rose

Manager CX Strategy & Insights

Medallia

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Agenda

8:30 AM - 9:00 AM

Registration & breakfast

Join us for breakfast at this showstopper of a venue in the heart of London and fuel up for the day ahead.

9:00 AM - 10:05 AM

Opening Remarks & Keynote | Winning in the Experience Economy

Medallia's President & CEO, Leslie Stretch will share Medallia's vision for the future of experience management and how Medallia allows you to win in the Experience Economy. 

 

Medallia's SVP of Product Marketing, Sheri Kahn, and team will share Medallia's product vision and roadmap for the future of Medallia Experience Cloud and how Medallia is leading the innovation in the Experience Management space. In this session you will learn how organisations are connecting experience and operational data to truly understand the customer and employee journeys, applying intelligence to detect patterns and predict behaviour, and sourcing the power of the whole organisation to take actions that make customers and employees loyal for life, to win in the experience economy.

10:05 AM - 10:30 AM

Keynote |  The Future of Transformational CX with Fidelity & IBM 

Leading companies understand customers and employees, to help build the strongest brands. They do it through intelligence that allows them to change the product, service and experience based on feedback, instantly in real time. These companies are using intelligent systems to reveal opportunities, uncover hidden gaps and predict needs and behaviours between customers at scale. Hear leaders in their fields, Fidelity International & IBM, share with Medallia’s John Abraham examples of how they are doing this and setting their vision for the future of driving great customer experience.

10:30 AM - 11:00 AM

Coffee & networking break

Enjoy a break & take the opportunity to meet our experts 1-1 or visit the Experience Zone to see how the latest Medallia innovations and our partners:  Deloitte Digital, Kantar, Ipsos and CGA, could support you and your business.

11:00 AM - 12:05 PM

Breakouts | CX Inspiration from Leading Brands & Immersive Masterclasses


STREAM 1: CX INSPIRATION | Leading brands share their CX impact stories

xx - xx

11:10 AM - 11:35 AM: Disney Institute CX Inspiration

Stephen Bender, will share the method behind the magic of Disney and their unique and world leading approach to customer experience. You'll hear about the business insights fueling the Success of Walt Disney Parks & Resorts.

 

11:40 AM - 12:05 PM: IBM CX Inspiration | It's a Journey
Every client experience is part of larger journey, but all too often their feedback is viewed in silos reflecting internal organisational structures. Evan Reiss, VP of Client Advocacy at IBM, will share how the company built a feedback programme that spans the end-to end experience, with a 360 degree view of the journey, and a management system that uses client voices to break down silos.

STREAM 2: MASTERCLASSES | Key pillars for experience management transformation

xx - xx

11:10 AM - 12:05 PM: Using the Experience Value Chain to Deliver a World Class Employee Experience Programme
Employee experience is embarking on a dramatic change in landscape. Join Medallia's Rachel Lane to learn the 4 EX programme imperatives that every business must master in order to drive a programme that delivers a happy engaged workforce and also creates increased revenue. Your employee signals are the golden ticket to growth, and this 55 minute session will provide a step by step guide to creating a world class programme. (SESSION REPEATED AT 2:20 PM)

STREAM 3: MASTERCLASSES | Advanced CX Capabilities & their use cases

xx - xx

11:10 AM - 12:05 PM: Demystifying AI & Predictive in CX
A number of organisations are already adopting a more predictive approach to CX, with artificial intelligence playing an important role. This is set to continue, but how do you start this journey and begin to evolve your CX programme to make ‘predictive’ part of it? In this masterclass, you’ll hear how you can employ a data-driven approach to mine for insights and analyse the impact of experience. Learn how to leverage predictive analytics to link customer feedback to relevant behavioral, operational, and environmental data; test new ideas; and anticipate future customer behaviors using predictive modeling. (SESSION REPEATED AT 2:20 PM)

12:05 PM - 12:25 PM

Coffee & networking break

Enjoy a break & grab a snack before you head to your next breakout sessions! 

12:25 PM - 1:25 PM

Breakouts | CX Inspiration from Leading Brands & Immersive Masterclasses


STREAM 1: CX INSPIRATION | Leading brands share their CX impact stories

12:25 PM - 12:55 PM: Kia Automotive CX Inspiration | Igniting the Voice of Customers through Dealerships 
With competitive pressure on the automotive sector rising from digital innovation and new players, CX at dealerships is ripe for disruption. Join Kia’s David Hart in conversation with Medallia’s Automotive Solution Principal, Bryan Long, for a discussion on the best practices Kia has put in place related to establishing a culture of learning from customer feedback at dealerships. David will also share the impact of this on driving customer loyalty and, ultimately, market share.

 
1:00 PM - 1:25 PM: Liberty Global CX Inspiration | How to monetize and drive value through customer feedback
Since 2014, Telecommunications multinational, Liberty Global, has adopted a customer first approach to their business. Since then, they have continually evolved their CX programme and developed their monetization programme to show its direct impact on business results. During this session Liberty Global's Rick Sletering will share how they developed this and the impact it’s having for their business, including: NPS uplift, reduced churn and increased revenue.

STREAM 2: MASTERCLASSES | Key pillars for experience management transformation

12:25 PM - 1:25 PM: Proving the value of CX - How to quantify the ROI of Customer Experience
Join Medallia's Anna Steinhage & Josh Rose for an interactive masterclass on how to quantify the ROI of Customer Experience. We will share our methodology for linking customer feedback data to financial and operational outcomes, and examples of companies that have successfully demonstrated how customer experience impacts their top and bottom line. In an interactive activity you will learn to apply the linkage methodology to your industry or business model. You’ll walk away from this session with knowledge of how to design a linkage analysis for your company, how to choose your metrics, and an understanding of what data you will need. (80 PARTICIPANTS MAXIMUM)

STREAM 3: MASTERCLASSES | Advanced CX Capabilities & their use cases

12:25 PM - 1:25 PM: Uncovering Actionable Insights through Text Analytics

In this session you will learn, from Medallia's Joanna Moser, how to leverage Medallia Text Analytics to answer business questions and help drive action to improve the customer experience. Participants will learn a step-by-step methodology for utilising Medallia to discover key themes within unstructured customer feedback, including major pain points and defining detractor experiences, innovative customer suggestions, and improvement requests. Learn to quantify the impact of customer pain points on the overall customer experience and to prioritize areas for improvement for key themes and for different customer segments. (80 PARTICIPANTS MAXIMUM)

1:25 PM - 2:15 PM 

Lunch & networking

Enjoy your lunch and then take time to visit our Experience Zone where you can get a hands-on demo of the Medallia platform with our Solution Experts, and connect with our partners: Deloitte Digital, Kantar, Ipsos and CGA. Plus, meet 1-1 with our CX & EX experts.

2:20 PM - 3:15 PM

Breakouts | CX Inspiration from Leading Brands & Immersive Masterclasses


8:30 AM - 9:00 AM

STREAM 1: CX INSPIRATION | Leading brands share their CX impact stories

2:20 PM - 2:45 PM: Fidelity International CX Inspiration | How Fidelity International democratises the voice of 2 million clients to spearhead customer experience improvements and drive a client centric transformation.

Setting themselves the target of being world class in client experience, Investment Management firm Fidelity International, launched their new global NPS programme in 2017. The programme allows the business to live and breathe the Voice of the Customer with real time feedback available to everyone at their fingertips to act upon. Join this session to hear from Stella Creasey, Voice of the Client Lead, and Pete Johnson, Voice of the Client Senior Manager, how they have done this, with a particular focus on how they have engaged senior leaders, proven financial linkage and improved employee engagement at the front line.

 
2:50 PM - 3:15 PM: Banking CX Inspiration
.Winning in a customer centric world comes from driving action and transformation from scalable feedback. During this session learn how to do it.

8:30 AM - 9:00 AM

STREAM 2: MASTERCLASSES | Key pillars for experience management transformation

2:20 PM - 3:15 PM: Using the Experience Value Chain to Deliver a World Class Employee Experience Programme
Employee experience is embarking on a dramatic change in landscape. Join Medallia's Rachel Lane to learn the 4 EX programme imperatives that every business must master in order to drive a programme that delivers a happy engaged workforce and also creates increased revenue. Your employee signals are the golden ticket to growth, and this 55 minute session will provide a step by step guide to creating a world class programme. (REPEATED SESSION)

8:30 AM - 9:00 AM

STREAM 3: MASTERCLASSES | Advanced CX Capabilities & their use cases

2:20 PM - 3:15 PM: Demystifying AI & Predictive in CX
A number of organisations are already adopting a more predictive approach to CX, with artificial intelligence playing an important role. This is set to continue, but how do you start this journey and begin to evolve your CX programme to make ‘predictive’ part of it? In this masterclass, you’ll hear how you can employ a data-driven approach to mine for insights and analyse the impact of experience. Learn how to leverage predictive analytics to link customer feedback to relevant behavioral, operational, and environmental data; test new ideas; and anticipate future customer behaviors using predictive modeling. (REPEATED SESSION)

3:15 PM - 3:40 PM

Coffee & networking break

Enjoy a break & take the opportunity to meet our experts 1-1 or visit the Experience Zone to see how the latest Medallia innovations and our partners: Deloitte Digital, Kantar, Ipsos and CGA, could support you and your business.

3:40 PM - 5:00 PM

Closing Keynotes | Where Experience Champions find their Game with Zurich Insurance, Disney Institute & Blake Morgan

Our closing keynote speakers will give you the opportunity to hear what it’s like to be the very best in the world at something and the potential impact for your brand. You'll hear from:

 

Zurich Insurance who will share their key principles of customer-centric leadership, which have been the key to long-term relationships and profitable growth for the company.


Disney Institute who will share how Disney is able to consistently deliver magical experiences by operationalising CX and EX, and consistently making marginal gains.

 

Blake Morgan, CX Thought Leader, Futurist & Author who will discuss insights from here latest book: The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business. All attendees will also received a free copy of Blake's book & the opportunity to network and chat with Blake during the closing cocktail reception.

5:00 PM - 7:00 PM

Cocktail & networking reception

Following a day of inspiration, mix and mingle with peers and pioneers. Forge meaningful connections, exchange top insights from the day against a buzzing background of tasty food, drinks and entertainment.

Venue

County Hall is a showstopper of a venue in the heart of London. Situated on London's Southbank, it offers breathtaking views over the Houses of Parliament, Big Ben, and the London Eye. The perfect setting for our day of inspiration and networking.

FAQs

Why should I attend?

If you and your teams want to think big about your customer experience strategy, and want to be inspired by what the best of the best are doing, this is the event for you. 


For over 10 years, Medallia has welcomed the world’s most influential experience leaders to our events to exclusively share their recipes for success. Stay tuned for more on this year’s line up! 


Attendees always leave energised, enlightened and inspired to empower their teams with new tools and approaches to drive revenue growth.

Who should attend? 

Medallia welcomes experience management leaders from around the world. If you are passionate about meeting with and learning from the best, this event is for you. Attendance and participation can especially benefit:


Execs accountable for growth: CCO, CXO, CMO
Customer experience leadership
Consumer insights & brand leaders
Operations leaders across retail, call centre & digital 
Product innovation & product management leaders and those championing VOE / Employee Experience

What & how will I learn?

Carefully curated, you will hear inspiring stories about the impact of experience management on business, company culture and brand identity across a variety of industries, including: banking, insurance, B2B, retail, automotive, telco, and more. The event draws leaders from across the country who are accountable for growth, CX, HR, operations and more. 


The Medallia City Tour series is laser focused on maximising your valuable time with inspiring keynotes, immersive breakouts, hands-on demos, and structured networking opportunities that will empower you with the tools to drive growth and transform how you manage experience.

How much does it cost to attend Medallia City Tour London?

This event is free to attend for registered guests.

Can I bring my colleagues or other team members to the event?

We ask that you send the invite to your colleagues and they register through this website before the event. They are then welcome to join us.

What is the recommended dress code for the event?

The recommended dress code for the event is business casual.

Who should I contact if I have special dietary needs or allergies?

In the weeks leading up to the event, we’ll send out a pre-event survey - please specify in your response any dietary needs or allergies. You can also let us know by sending an email to cxevents@medallia.com

Who can I contact if I have any other questions?

If you have any other questions or suggestions, please email cxevents@medallia.com

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Pete Johnson

Sr. Manager VOC

Fidelity International

Pete leads the UK VoC programme for Fidelity across all businesses. He is part of a global team responsible for ensuring Fidelity acts in the best interest of our clients. Through the use of the Voice of the Client programme the team drives actions across client facing business units and integrates insights to help focus and facilitate change.


Pete has 20 years experience in Market Research helping Financial Services clients achieve their business and research objectives. Prior to Fidelity, Pete was Head of the UK Financial Services team  at market research agency ORC International.

Leslie Stretch

President & CEO Medallia

Prior to joining Medallia, Leslie was the CEO of CallidusCloud where he led them on a journey that delivered record returns for shareholders. Prior to joining Callidus, Leslie worked for Sun Microsystems for nearly a decade. At Sun, he held the position of Senior Vice President of global channel sales and was the Managing Director of Sun Microsystems U.K. Ltd. Before joining Sun, Leslie held various sales positions at Oracle Corporation.

Stella Creasey

Global VOC Director

Fidelity International

Stella leads the Voice of the Client programme for Fidelity’s global business bringing client insight to the Client Experience transformation programme. Fidelity International is a top global asset management company offering pensions, savings and investments with over 2 million clients operating globally in 29 countries. Fidelity is both a B2B and B2C provider - having direct to consumer and wholesale, advisory and institutional clients. 

Stella is a seasoned senior executive in Research, Insight and Voice of the Client programmes with a focus on data driven insight transformation to drive business growth. Prior to Fidelity, Stella was SVP Global Research and Insight at BBC Worldwide - the commercial arm of the BBC.

Sheri Kahn

Senior Vice President Product Marketing

Medallia

Sheri leads the Product and Solutions Marketing organisation at Medallia. Prior to joining Medallia, Sheri spent over 5 years Salesforce where she held two roles as VP of Product Marketing for Salesforce's Marketing Cloud and VP of Pricing Strategy. Prior to joining Salesforce, Sheri was the GM of Small Business at Simply Hired and a VP of Client Experience at Charles Schwab, and she held a series of strategy and consulting roles earlier in her career at Visa, Monitor Company and Charles River Associates. Sheri holds both an MBA and a BA from the University of Pennsylvania's Wharton School of Business and College of Arts and Sciences, respectively.

Rachel Lane

Solution Principal

Medallia

Rachel specializes in leading Medallia customers along the path of experience management best practice, taking time to understand their business objectives and helping them to align a voice of customer feedback program to drive critical success in those objectives. Rachel is a CX storyteller, showing practitioners just how the most successful brands at Medallia have driven massive gains with powerful CX and EX programmes and continue to augment their entire operation around the customer.


Rachel looks beyond the initial software implementation to show how to evolve the programme to drive continuous and long-term benefits across the organisation. Being able to show early return on investment can be a real differentiator for our customer champions and by clearly identifying your critical success pathways in CX maturity Rachel can help customers focus on the key drivers for agile change. Rachel has worked for the last 11 years on large scale omni-channel CX programmes across major banks, telco, retail and financial services organizations. Prior to this Rachel was in retail operations for 10 years bringing large US based retailers across to EMEA and growing the footprint of existing brands.

Blake Morgan

CX Futurist & Author

Blake Morgan is a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience. Her second book is called “The Customer Of The Future: 10 Guiding Principles For Winning Tomorrow’s Business” (HarperCollins). Her first book was “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” 


She has worked with Comcast, Allstate, Genentech, Accor Hotels, Accenture, Adobe, Cisco, Parker Hannifin, Ericsson, Verizon, Omron and more. Blake is a guest lecturer at Columbia University as well as adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and Hemispheres Magazine. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She lives in the Bay Area with her husband, daughter and their two dogs.


Rick Sletering

Sr. Manager CEX Insights, Liberty Global