COMMON SENSE CX

Data & Analytics 2020

March 2nd and 3rd, 2020, Flamingo, Las Vegas

COMMON SENSE AI
Data & Analytics 2020

March 2nd and 3rd, 2020, Flamingo, Las Vegas

What is
COMMON SENSE CX
DATA & ANALYTICS 2020

It’s an invitation-only conference for 70 Data & Analytics leaders who are tackling the biggest Customer Experience challenges using big data, artificial intelligence and a sharp focus on customers. They’ll be joined by 12 Customer Experience solutions providers. Each session is a conversation, not a presentation. We dig into real-world use cases, and ask hard questions. Our solutions providers (sponsors) are CX experts who are there to listen and brainstorm with you.

War Stories

A solution expert will moderate stories from 2 panelists about a data-driven CX initiative that was a great success or dismal failure and answer questions about what they learned. No podium, no stage, no PowerPoint.

Panel Sessions

3-person panel on a single topic moderated by a solution expert. Questions and conversation will follow. No podium, no stage, no PowerPoint.

Workshops

A single expert walking us through a topic they know intimately, followed by great questions and different perspectives from both attendees and solution experts. No podium, no stage, no PowerPoint.

OUR ATTENDEES

See what Common Sense attendees have to say about previous conferences.

Customer experience as a strategic focus is pretty new, whether it’s part of marketing, customer support or a stand-alone function. This means best practices are changing rapidly and even large companies don’t have many true experts.

Common Sense Customer Experience events bring together CX innovators from many different industries to share what’s working and what isn’t, and everybody learns.

Request an Invitation to Attend

OUR AGENDA

The Common Sense CX Data & Analytics agenda has been developed with input from CX-focused data scientists and analytics leaders and CX solutions experts. Together we’re exploring how data & analytics are shaping the future of CX.

CUSTOMER UNDERSTANDING TRACK

Customer Effort Score as a new KPI

  • Customer effort is the best predictor of long-term customer loyalty and provides a really interesting lens to look at the customer experience through. “How can we reduce the amount of effort the customer needs to exert to solve their problem?”

Implications of Emotional Intelligence in AI Systems

  • There are now AI systems being developed to detect and decode human emotions from text, audio and video. How will this be used (and potentially abused) to improve customer experience in the next 5 years?

Call Center Automation: Are You Doing it Right?

  • Brands are testing automation, chatbots, and AI to cut call center costs.
  • The all-too-common result is a temporarily happy CFO and plenty of annoyed customers and frustrated agents.
  • We’ll explore how some companies are leveraging data to improve customer experience by segmenting customers in real time to provide the right level of service.

How Companies Build Useful Chatbots and Keep Them Smart

  • Chatbots are the entry point for many companies into the universe of “AI”. They are also often dismissed as annoyingly limited and not at all intelligent.
  • We’ll discuss how companies build useful, not-annoying chatbots, and evolve them to stay that way.

CULTURE & INNOVATION TRACK

How To Communicate CX Metrics Better

  • Making sure stakeholders and staff understand what the numbers mean.
  • How should metrics be interpreted, and how are metrics commonly misinterpreted?
  • How do you include the impact of individuals and functional groups on the metrics?

Using Data To Sell Leadership on a CX Culture

  • CX still has a credibility problem in some companies. Skeptical execs can focus on the “squishy” parts of CX and wonder where the ROI will come from.
  • Using data analytics to paint a compelling story for investment in CX can drive the executive buy-in essential for transforming a company into a CX-driven enterprise. We’ll explore some of the ways this can be done.

DATA STRATEGY TRACK

What The Shift to Explainable AI Means for CX

  • How much should you trust AI systems that hide their decision making process in a “black box”?
  • A new generation of AI systems allow users to understand how results were produced, making them more accountable, auditable and trustworthy.
  • We’ll walk through several examples of explainable AI systems and discuss the implications for extracting more value from CX data.

Predictive & Prescriptive Analytics for CX

  • Learn how CX innovators are beginning to apply predictive analytics to anticipate customer behavior and quickly act on those predictions.

Treating Open Text as Big Data

  • We like CSAT and NPS scores because they are simple and numerical.
  • Open text feedback is inherently messy and difficult to parse but it also holds vast potential for insights you’d otherwise never know to look for.
  • What do CX teams need to do in order to realize this potential?

Data Governance for CX

  • The biggest challenge most companies face in mining customer data for CX insights is pulling disparate data from multiple sources together so they can figure out what it all means.
  • In this session we’ll explore how some companies have tackled this challenge, including some critical pitfalls to avoid.

Don’t Just Acquire Data, Use It. Here’s How

  • 80% of data is never actually used to make needed improvements or changes. It’s easy to focus on collecting data rather than using it. One study found only 23% of companies were able to integrate customer insights in real-time.
  • We’ll look at how companies are putting their data to better use to improve CX outcomes.

Using Customer Data for Root Cause Analysis

  • How are companies using customer feedback to conduct root cause analysis for customer support, product development, website conversion effectiveness and more?

MARCH 2nd

11:30 AM - 12:00 PM
Registration
12:00 AM - 12:45 PM
Lunch
12:45 AM - 1:15 PM
Sponsor Capabilities
1:25 PM - 2:15 PM
War Stories - 3 Sessions
2:25 PM - 3:15 PM
Panel/Roundtable Sessions - 3 Sessions
3:25 PM - 3:45 PM
Networking Break
3:45 PM - 5:30 PM
Vendor Meetings
5:30 PM - 6:00 PM
Break
6:00 - 7:00 PM
Cocktail Reception
7:00 PM - 8:00 PM
Dinner

MARCH 3rd

7:30 AM - 8:30 AM
Breakfast
8:30 AM - 9:20 AM
War Stories - 3 Sessions
9:30 AM - 10:20 AM
Panel/Roundtable Sessions - 3 Sessions
10:30 AM - 11:20 AM
Panel/Roundtable Sessions - 3 Sessions
11:30 AM - 12:20 PM
War Stories 3 Sessions - 3 Sessions
12:30 PM - 1:15 PM
Lunch
1:25 PM - 2:15 PM
Panel/Roundtable Sessions - 3 Sessions
2:25 PM - 2:45 PM
Networking Break
2:45 PM - 5:00 PM
Vendor Meetings
5:00 PM - 5:00 PM
Break
6:00 PM - 7:00 PM
Cocktail Reception
7:00 PM - 8:00 PM
Dinner

Request an Invitation to Attend

OUR PRICING

CX professionals who meet our qualification criteria attend at no cost.
We cover the conference program, travel, food and lodging.

You must be a Customer Experience leader focused on data & analytics or someone who drives a significant portion of your company's CX data strategy
You must have buying authority for CX technology or services within your company
We welcome B2C and B2B companies, but skew towards B2C
You must complete a brief qualification call

OUR SOLUTION EXPERTS

Become a Common Sense Customer Experience Data & Analytics Solution Expert

Common Sense CX Data & Analytics is designed to provide solution experts (sponsors) with time to listen, engage and build relationships with CX Data & Analytics leaders.

Our CX practitioners want to spend quality time with our solution experts, so we don’t have to force the issue.

Companies who attended previous Common Sense conferences

Request an Invitation to Attend

VENUE & REGISTRATION

LAS VEGAS

FLAMINGO, LAS VEGAS

3555 S Las Vegas Blvd, Las Vegas, NV 89109, United States

CALL TO REGISTER

Mitch Speers

+1 917-750-7287

Ash Prasad

+1 218-389-7816




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