Understanding the Customer Experience presented by USPS (Members Only Conference)

This event is over.

Understanding customers and how they interact with brands is essential to winning in the marketplace and driving business growth. Successful companies must recognize that how well an organization provides a total experience for customers is equally as important as the products and services they deliver. A Harvard Business Review article, “The Truth About Customer Experience,” made the case for focusing on the full customer journey rather than just specific touchpoints. Organizations able to manage the entire end-to-end experience often reap enormous rewards, including enhanced customer satisfaction, increased revenue, repeat business, and longevity. In order to become more customer-centric and provide a better overall experience for consumers, companies must first be able to map out consumers’ experience with the brand.

Hosted by the United States Postal Service at the National Postal Forum in San Antonio, TX, this complimentary (for corporate members) ANA members-only conference will feature sessions from leading marketers and experts who will share insights into how their focus on understanding the customer experience is delivering positive business results.

The Grand Hyatt San Antonio is adjacent to the Henry B. González Convention Center.

Agenda

TIME	EVENT DETAILS	LOCATION
Tuesday, May 8, 2018
8:00am	Pre-Conference Session	Henry B. Gonzalez Convention Center
	BONUS CONTENT: THE ART AND SCIENCE OF CUSTOMER CONNECTIONS Arrive early for a session led by Jakki Krage Strako, Acting Chief Customer and Marketing Officer and Executive Vice President at USPS, that will bring together industry leading creative thinkers from the fields of neuromarketing, omnichannel marketing and direct marketing to showcase techniques to create deeper connections with customers. There is no prior registration required for this session.
10:00am	General Session Begins	Grand Hyatt — Lone Star A and B
	ENHANCING THE CUSTOMER EXPERIENCE WITH MAIL Customer needs and expectations grow and evolve rapidly; nobody knows this better than USPS! Providing excellent Customer Experience (CX) is key to gaining customer loyalty and requires steadfast dedication. Join Dan Barrett, USPS Director, Customer Experience and Market Insights, as he shares key CX insights, lessons learned, and offers new ways to enhance the way your customers interact with your content. Dan Barrett Director, Customer Experience and Market Insights USPS View Event Recap
	USAA: COMMITMENT TO EXCELLENCE IN DELIVERING THE CUSTOMER EXPERIENCE USAA is a Fortune 150 company providing insurance, banking, investments, retirement products and advice to over 12 million current and former members of the U.S. military and their families. USAA puts its members and their needs at the heart of the business. It doesn’t just strive to sympathize with their needs - it goes to great lengths to see the world from their perspective and design a world-class experience. USAA is consistently recognized for outstanding service, having been ranked number one for eight consecutive years in auto insurance, home/contents insurance and banking by Satmetrix Net Promoter Score. Wes Laird, chief marketing officer at USAA, will share more about how the company thinks about and designs around the member experience. Wesley Laird Chief Marketing Officer USAA View Event Recap
	OMNICHANNEL ADVERTISING CUSTOMER-OBSESSED RENAISSANCE NEEDED Marketers and their agencies need to be more customer obsessed and do so at every touchpoint in the consumer journey. A better understanding of customers is required and that needs to include knowledge of the relationship individual consumers actually want to have with brands. Companies including Amazon and Netflix get this but most do not. In this session Forrester analyst Joanna O’Connell will share how mastering customer obsession can help “future proof” a brand. Joanna O’Connell Vice President, Principal Analyst Forrester View Event Recap
12:30pm	Lunch
1:30pm	CUSTOMER DRIVEN INNOVATION In today's competitive market customer loyalty is not guaranteed. Companies that are proactive in not only meeting customer demands but also exceeding expectations by understanding customer needs are gaining a significant advantage. This presentation will dive into the catalyst of the innovation era and explore the upside of customer driven innovation. Organizations can create lasting customer loyalty by capitalizing on innovative technologies and the voice of the customer. Mike Debnar Principal, Retail Solutions Medallia View Event Recap
	IMPACT OF EMERGING TECHNOLOGIES ON CUSTOMER EXPERIENCE Emerging technologies make an impact on delivering more personalized customer experiences at each stage of the decision and usage journeys. This session will provide a practical guide on how AI, IoT and conversational computing can be incorporated into your customer experience strategies. John Ellett Chief Marketing Officer Springbox View Event Recap
3:00pm	Conference Adjournment

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.