8:00 am - 8:30 am Registration & Coffee: Workshop A
8:30 am - 10:30 am Workshop A: Implementing a Holistic Social Engagement StrategyMonika Bialokur - Director of Social Strategy & Customer Engagement Lyons Mortgage Services, Inc.
Engagement models existing prior to social media communicated via clear-cut channels: business to business, business to consumer or business to employee. This changed in the social age with virtual transparency between all stakeholders, and communications strategy must adjust to accommodate. In this hands-on workshop, Monika leads you through the process of tackling a holistic social engagement strategy inclusive of all stakeholders, complete with tips and toolkits for implementation. Walk away with a strategic roadmap to take your own social engagement strategy to the next level.
Monika BialokurDirector of Social Strategy & Customer Engagement
Lyons Mortgage Services, Inc.
10:30 am - 11:00 am Registration: Workshop B
11:00 am - 1:00 pm Workshop B: Connecting Voice of Customer and Voice of Employee Programs
Voice of Customer (VoC) and Voice of Employee (VoE) programs have emerged as tried and true tools for garnering feedback and improving existing engagement initiatives. Whether your company leverages one or both of these tools, this workshop dives into the benefits of and a tactical roadmap for connecting the two programs and leveraging them to develop a more effective holistic engagement strategy.
1:00 pm - 1:30 pm Registration: Workshop C
1:30 pm - 3:30 pm Workshop C: Design Thinking for Universal EngagementMegan Wimmer - Design Thinking Lead - Global Design GE Healthcare
Design Thinking is both a mindset and tool that has emerged as the leading methodology for reimagining employee and customer experience through the time-tested process of human-centered design. Beginning with empathy and drawing from an iterative approach, the very heart of Design Thinking engages all stakeholders. This workshop introduces you to the universe of Design Thinking, particularly examining how the mindset can be used both at the project-level and strategic-level to root empathy at the center of all engagement.
Megan WimmerDesign Thinking Lead - Global Design
3:30 pm - 4:00 pm Registration: Workshop D
4:00 pm - 6:00 pm Workshop D: Mapping and Connecting Employee and Customer JourneysBen London - Global Manager of Customer Experience MoneyGram International
Diane Magers - CEO, Chairman of the Board Customer Experience Professionals Association
Employee Journey Maps help companies understand the many touch points in an employee’s life cycle with the company. Customer Journey Maps help companies diagram and illustrate the steps and touch point your customers go through to engage with you. This workshop dives into the approaches for journey mapping both for employees and customers to identify pain points for all stakeholders and build actionable strategies to deliver more seamless experiences.
Ben LondonGlobal Manager of Customer Experience
Diane MagersCEO, Chairman of the Board
Customer Experience Professionals Association