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Customer Experience @ Land O’Lakes

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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.


Agenda

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

9:00am

WELCOME REMARKS

Kristin Murray
Director, Corporate Marketing Land O'Lakes
9:15am

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
View Presentation
10:00am

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
10:45am Networking Coffee Break

11:10am

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
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12:00pm Luncheon

1:00pm

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
View Presentation
1:45pm

FROM MEH TO MAGIC: A FEW IDEAS ON HOW BRANDS CAN DELIGHT HUMANS

Mike Caguin
Chief Creative Officer Colle McVoy
View Presentation
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.