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Customer Experience @ Land O’Lakes

Is customer experience the new brand? With so many channels through which customers communicate, creating a powerful and memorable customer experience is more important than ever. From branding to design, behavior science to consumer journey mapping, smart organizations understand the value of the customer experience.

Join us for this ANA members-only event where presenters will share case studies, best practices, and actionable takeaways on how  to improve marketing performance by focusing on customer experience. You will also learn from and network with industry peers working every day to manage the consumer journey and drive business value through CX.

when

Start: Tuesday, May 7, 2019 at 8:15am

End: Tuesday, May 7, 2019 at 3:00pm

WHERE

Land O’Lakes
4001 Lexington Ave. North
Arden Hills, MN 55126

Registration Pricing

Client-Side Tier Platinum Tier Gold Tier Silver Tier Individual Nonmember
Registration
Registration $0 $100 $200 $350 N/A N/A

For issues processing your registration or to ask further questions about this event, please contact registration@ana.net

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Agenda

TIME EVENT DETAILS LOCATION
Tuesday, May 7, 2019
8:15am Breakfast

9:00am

WELCOME REMARKS

Kristin Murray
Director, Corporate Marketing Land O'Lakes
9:10am

HOW LAND O’ LAKES BUILDS LOYALTY WITH CUSTOMER EXPERIENCE

Land O' Lakes Inc. is one of America's premier agribusiness and food companies with a mission to feed human progress. In this session, Tim Scott, Senior Vice President & Chief Marketing Officer at Land O'Lakes will share how the brand has built its fiercely-loyal customers by creating a consumer journey centered around authenticity.

Tim Scott
Senior Vice President & Chief Marketing Officer Land O'Lakes
9:55am

INSIGHTS TO ACTION - CUSTOMER EXPERIENCE AT ALLIANZ LIFE

Allianz Life, a leader in retirement solutions, is building a culture of customer centricity in a B2B2C market by listening to both policyholders and financial professionals to continuously improve their experience. During this session you’ll learn different ways to gain insights and how methods, like journey mapping and design thinking, can help influence decisions in product development, communication, process and service. You will see examples of real impact that comes from taking action based on insights.

Renae Grave
Senior Director, Customer Experience and Insights Allianz Life Insurance
10:40am

USING JOURNEY MAPPING TO DRIVE CUSTOMER-FOCUSED CHANGE

Customer journey mapping has a tremendous ability to help improve your customer experience and increase retention. Unfortunately, 65% of journey mapping programs fail to drive change. Learn the best practices in journey mapping, and how the YMCA of the Greater Twin Cities used these best practices to learn more about their members and increase retention.

Andrea Krohnberg
Senior Director of Customer Experience & Engagement YMCA of the Greater Twin Cities
Jim Tincher
Mapper-In-Chief Heart of the Customer
11:55am

USING AI CHATBOT TECHNOLOGY TO IMPROVE CUSTOMER EXPERIENCE

American Family Insurance AI chatbot strategic vision is driven by our customer within the framework of our corporate, brand and digital experience strategy. In December 2017 American Family launched a Virtual Assistant pilot to our customers through the website and have been expanding the capabilities ever since.  Through this journey we are leveraging deep-learning analytics that will translate into agile improvements to chatbot content and functionality.

Beth Corso
Manager, Customer Insights and Performance American Family Insurance
1:40pm

CARGILL: EVOLUTION OF A CUSTOMER EXPERIENCE JOURNEY

Cargill’s 155,000 employees across 70 countries work relentlessly to nourish the world in a safe, responsible and sustainable way. Every day, Cargill connects farmers with markets, customers with ingredients, and people and animals with the food they need to thrive. In this session, Aaron Rome, Sales Excellence COE Leader at Cargill will share how the brand has evolved their customer experience journey.

Aaron Rome
Sales Excellence COE Leader Cargill
2:30pm End of Sessions


Cancellation Policy and Notes

No refunds will be granted for any cancellations or for 'no shows.' Unused registrations/applications have no monetary value and cannot be credited to future years or events. ANA will not issue refunds or credits due to failure to redeem a discount coupon during the registration process. You may transfer your registration to a colleague at no additional cost.