Arrival and Registration

The NPS and CX Certification Course begins! Join us at the CG Headquarters for Day 1 of the certification workshop: Van Diemenstraat 182, Amsterdam 1013CP, The Netherlands

NPS and CX Certification: Laying the Foundation for Monetization—Day 1

Introduction and course overview

Adam Dorrell, CEO & Co-Founder, CustomerGauge

Achieving Customer Loyalty

What Does Customer Loyalty Mean? | How to Create Loyal Customers

CX Programs and the Net Promoter Framework

What is a CX Program and why have one? | The Net Promoter Score and System | Monetizing CX and NPS

Lunch

Creating a CX Program

Elements of a CX Program | Organizational Buy-In | Customer Journey Mapping | Exercise: Building a Journey Map

Coffee Break

Listening to Feedback: Part 1

Relationship Surveys | Exercise: Build Your Relationship Survey

Coffee Break

Listening to Feedback: Part 2

Transactional Surveys | Optimize Response Rates | What Not To Do When Listening to Customers

Analyzing Results: Part 1

What to Analyze in a CX Program | Statistical Significance | Stated Driver Analysis

Analyzing Results: Part 2

Descriptive Driver Analysis | Inferential Driver Analysis

Coffee Break

Closing the Loop: Part 1

Close the Loop at the Front Line (Respondent Level) | Close the Loop at the Front Line (Account Level) | Exercise: Designing Closed-Loop Workflows

Lunch

Closing the Loop: Part 2

Close the Loop at Middle Management Levels | Close the Loop at Executive Management Levels

Optimize Your Customer Loyalty

The Impact on Culture | Competitors and Benchmarks | KPIs in a CX Program

Coffee Break

Monetization

How to Tie Finances to Your CX Program | Proving Your Return-on-Investment in CX

Retention

Understanding the Impact of Churn | How to Link Your Retention and CX Programs

Referral Marketing

Why Do Referral Marketing? | How to Link Your CX and Referral Marketing Programs

Arrival & Registration, Breakfast

The main conference begins! Come get registered before the main event and enjoy an assortment of breakfast options.

Welcome to Monetize! 2019

Join your event host, Camilla, as she kicks off the first main day of the conference.

Camilla Scholten, COO & Co-Founder, CustomerGauge

Customer Loyalty During the AI Revolution

History has taught us that fundamental changes in society are predicated by a series of seismic macro-economic events. As the world shifts from the 4th industrial revolution toward the uncharted waters of artificial intelligence, bots and gig employment, perhaps we might need to challenge our understanding of customer experience, value creation and sustainability differently for the future? In his presentation, Julian Philips will explore strategies and techniques companies can use to engage more deeply in this increasingly disrupted world.

Julian Phillips, Executive Vice President, Whitlock

Account Experience: The New Frontier of B2B CX

The CX landscape is changing, and the B2B economy is being left behind. In a field riddled with CX tools that underserve the complexities of B2B customer journeys and hierarchies, CEO Adam Dorrell introduces a new path forward on the journey to ROI and customer-centricity: the Account Experience.

Adam Dorrell, CEO & Co-Founder, CustomerGauge

Coffee Break

The Journey To Customer Centricity

Join CX expert, Monika Tornérhielm, as she walks through Electrolux's journey of becoming more consumer-centric. Specifically, learn how Electrolux uses consumer insights to deliver an outstanding customer experience.

Monika Tornérhielm, Consumer Experience Manager, Electrolux

Lunch & Networking

Using CX and NPS Data to Promote Growth

DHL, the most prominent and customer-centric logistics company in the world, understands that true growth happens from within. Learn how they reached the top of their industry by focusing on the customer.

Markus Engel, VP Sales Performance Management, DHL Supply Chain

How To Stay Married (To Your Customers, Of Course!)

Maurice had just received surprising data about the profile of customers who had abandoned one HP business after a downturn in NPS results. Could the data be wrong? It seemed not. So what was happening? He looked at the calendar, and it all became clear…

Maurice Fitzgerald, NPS & CX Expert, Maurice Fitzgerald Consulting

Coffee Break

Regaining Trust Through Connected Selling

In 2019, it’s time to ask the pertinent questions: Where are your customers going? What are they doing? And, most importantly, how will you meet them where they are? Using data from over 2 million B2B buyers per month, G2 Crowd’s Chief Research Officer, Michael Fauscette, will discuss what clients are saying it takes for them to make a buying decision in today’s market.

Michael Fauscette, Chief Research Officer, G2 Crowd

Driving Top Line Productivity through Customer Loyalty

AB InBev didn't become one of the largest beer companies in the world by chance. They believe in building a high-performance culture with a key focus on customer-centricity. In this presentation, learn how NPS helped them address the gaps in their CX and increase their bottom line.

Luiz Gondim, Sr. Global Director Contact Strategy, AB InBev

Surodeep Chaudhuri, Sr. Manager, Digital Transformation, AB InBev

Keynote Speaker

Stay tuned to learn who our keynote speaker is for the first main conference day!

Walking Dinner in the Café

Join speakers and attendees at a special networking and dinner event in the Compagnietheater.

After-party

Following dinner, we culminate the first day of our Main Conference with drinks and a live band!

Arrival & Breakfast

Opening Remarks

Your host, Camilla Scholten, welcomes you to the final day Monetize! Amsterdam. Join her as she introduces the day's incredible speaker lineup.

Camilla Scholten, COO & Co-Founder, CustomerGauge

A Fireside CX Chat: Cary Self & Adam Dorrell

Join Adam Dorrell as he interviews Cary Self, the Director of Training and Guest Services at Areas, the third largest travel catering company in the world.

Adam Dorrell, Co-Founder & CEO, CustomerGauge

Cary Self, Director of Training and Guest Relations, Areas

Coffee Break

The Crowd Experience

Amsterdam attracts more than 5 million tourists a year, and many visit the narrow streets of the old city. How can you manage crowds so visitors feel comfortable and not intimidated? The City of Amsterdam has invested in real-time data collection and visualisation with RHDBV. In this presentation, discover a fascinating look at how Amsterdam became a “Smart City” using real-time data to improve visitor experiences.

Eelco Thiellier, Strategic Advisor & Innovator, Royal HaskoningDHV/City of Amsterdam

Tom Knijff, Product Owner, City of Amsterdam

Lunch & Networking

How We Achieved 100% Retention

Join company culture expert, Christine Marcus of Alchemista, as she shares how implementing CustomerGauge transformed her corporate catering concierge business and allowed the company to achieve a 100% retention rate.

Christine Marcus, Founder, Alchemista

Transforming AX with Monetization

What technology will transform the CX industry for B2B companies in 2019? How can companies harness their digital transformation to interpret—and anticipate—customer needs and sentiment? How can companies better identify and act on growth opportunities in their account base? Learn the answer to these questions (and more!) as CustomerGauge's Director of Product Development unveils some of the innovative features the CG platform has in store.

Trishaala Chengappa, Director of Product Development, CustomerGauge

Coffee Break

Unlocking Salesforce's CX Secrets

Are your customers experiencing survey fatigue? Are you listening more and taking action less? Are your stakeholders immune to your insights? Discover the Salesforce CX secrets to energize your ecosystem, increase your customer retention and enhance your product innovation.

Karen Mangia, VP of Customer & Market Insights, Salesforce

Closing Remarks

CEO Adam Dorrell closes the conference with a recap of key highlights and insights from the event that attendees can take home to transform their own AX and CX programs.

Adam Dorrell, CEO & Co-Founder, CustomerGauge

End of the Event Networking in Café

Mingle with attendees and speakers alike before departing.