Monetize! 2019 Amsterdam | CustomerGauge Destination: Monetize

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Destination: Monetize

Journey to ROI

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March 11 - 14 2019, The Compagnietheater

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YOUR JOURNEY STARTS HERE

March 11-14, 2019

Monetize! 2019 brings together our customers, Fortune 1000 leaders in the CX industry, and Net Promoter® experts. This year, we're offering two different tracks: a four-day pass which includes a two-day certification course prior to the conference & a main conference pass to an incredible lineup of speakers. Two tracks to success on the journey to ROI. Endless insights.

Certification

Gain the skills to champion your NPS and CX program towards a profitable future.

Presentations

Discover the collective wisdom of top NPS and CX experts in their fields.

Demos

Get a first-look at new & innovative features coming to the CG platform.

Networking

Connect with industry leaders as invested in CX as you.

 

Boston Highlight Reel

Learn from NPS leaders, About the Event Speakers
Km Headshot

Karen Mangia

VP of Customer & Market Insights, Salesforce

At Salesforce, Karen Mangia engages current and future customer globally to discover new ways of improving the customer experience (CX).

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Michael Fauscette

Chief Research Officer, G2 Crowd

Michael is a software industry veteran and senior tech industry analyst who is responsible for helping software and service buyers use the crowd sourced insights, data and community at G2 Crowd.

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Shahbaz Alam

Senior Practice Manager, Amazon Web Services

Shahbaz leads the AWS Professional Services practice across several countries in continental Europe including Benelux and Nordics.

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Markus Engel

VP Sales Performance Management, DHL Supply Chain

Markus is a management and sales performance expert, with over 15 years experience at DHL. In his current position, Markus is responsible for leading and shaping the sales/retention strategy of DHL Supply Chain.

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Cary Self

Director of Training and Guest Services, Areas

Cary Self is responsible for the operational success and execution of the guest experience at Areas USA, the third largest travel catering company in the world.

Monika Tornérhielm

Monika Tornérhielm

Consumer Experience Manager, Electrolux Major Appliances, Europe

Monika is the head of the VoC program at Electrolux, where she works diligently to align and drive customer-centric changes.

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Luiz Gondim

Sr. Global Director Contact Strategy, AB InBev

Luiz is responsible for the global IT sales strategy at AB InBev, running programs such as B2B, AI and traditional Salesforce automation to increase productivity and top-of-line results.

Surodeep

Surodeep Chaudhuri

Sr. Manager, Digital Transformation, AB InBev

Suro works on the global commercial business transformation strategy & execution at AB InBev. His expertise includes B2B/B2C analytics, CX initiatives, customer lead mgmt., and much more.

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Eelco Thiellier

Strategic Advisor & Innovator, City of Amsterdam

Eelco works at the Royal HaskoningDHV and for the City of Amsterdam, where he specializes in data-driven service & product developments for optimizing customer flows.

Tom

Tom Knijff

Product Owner, City of Amsterdam

For the past three years, Tom has worked on multiple data-driven projects for the City of Amsterdam. He is currently responsible for the development of the crowds monitor, which aims to provide real-time insights into customer flows.

Maurice

Maurice Fitzgerald

Founder, NPS & CX Expert, Author

Maurice is a world-renowned NPS & CX expert & author, as well as the founder of Maurice Fitzgerald Consulting, which helps companies improve customer experiences.

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Julian Phillips

Executive Vice President, Whitlock

Julian’s team creates technology rich experience environments which help enterprises around the world immerse their customers in their brand story, identify new revenue streams and deepen their lifetime relationships.

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Christine Marcus

CEO & Founder, Alchemista

At Alchemista, a premier corporate catering concierge service, Christine and her team architect creative food and brand experiences that amplify corporate culture.

Adam Dorrell

Adam Dorrell

CEO and Co-Founder, CustomerGauge

Adam is the CEO of CustomerGauge, and has more than 25 years of marketing and sales experience, including senior roles at Dell, HP, Sony, and Philips heading up CX efforts.

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Camilla Scholten

COO and Co-Founder, CustomerGauge

As COO of CustomerGauge, with deep involvement in the coordination of Customer Success, Camilla is well-versed in delivering on CG's own customer experience.

Jorgen

Jørgen Bo Christensen

VP Research & Professional Services, CustomerGauge

As Head of Professional Services, Jørgen is passionate about customer-centric growth and in particular how you turn Net Promoter and other CX metrics into higher revenue.

Trish

Trishaala Chengappa

Director of Product, CustomerGauge

Trish has over 10 years of experience in product management, customer operations management and corporate communications.

HURRY - SPOTS ARE LIMITED!

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Day 1 Day 2 Day 3 Day 4
Certification Track | Van Diemenstraat 182, Amsterdam, 1013CP, The Netherlands
Mar 11, 2019+
9:30 am - 10:00 am

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

10:00 am - 10:15 am
Adam Dorrell

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

Introduction and course overview

Adam Dorrell, CEO & Co-Founder, CustomerGauge

10:15 am - 11:00 am

Achieving Customer Loyalty

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

11:00 am - 12:00 pm

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

12:00 pm - 1:00 pm

Lunch

1:00 pm - 2:15 pm

Creating a CX Program

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

2:15 pm - 2:30 pm

Coffee Break

2:30 pm - 3:45 pm

Listening to Feedback: Part 1

Relationship Surveys | Exercise: Build Your Relationship Survey

3:45 pm - 4:00 pm

Coffee Break

4:00 pm - 5:00 pm

Listening to Feedback: Part 2

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

Certification Track | Van Diemenstraat 182, Amsterdam, 1013CP, The Netherlands
Mar 12, 2019+
9:30 am - 10:15 am

Analyzing Results: Part 1

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

10:15 am - 10:45 am

Analyzing Results: Part 2

Descriptive Driver Analysis | Inferential Driver Analysis

10:45 am - 11:00 am

Coffee Break

11:00 am - 12:15 pm

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

12:15 pm - 1:15 pm

Lunch

1:15 pm - 1:45 pm

Closing the Loop: Part 2

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

1:45 pm - 2:45 pm

Optimize Your Customer Loyalty

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

2:45 pm - 3:00 pm

Coffee Break

3:00 pm - 3:30 pm

Monetization

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

3:30 pm - 4:00 pm

Retention

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

4:00 pm - 4:30 pm

Referral Marketing

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

Main Conference | The Compagnietheater, Kloveniersburgwal 50, 1012 CX, Amsterdam, Netherlands
Mar 13, 2019+
9:00 am - 10:00 am

Arrival & Registration, Breakfast

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

10:00 am - 10:15 am
Cam Final

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

10:15 am - 10:45 am
Julian Phillips Bio Photo Hi Res Press 2018

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

10:45 am - 11:15 am
Adam Dorrell

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

11:15 am - 11:30 am

Coffee Break

11:30 am - 12:15 pm
Monika Tornérhielm

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

12:15 pm - 1:15 pm

Lunch & Networking

1:15 pm - 2:00 pm
Markus Engel022

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

2:00 pm - 2:45 pm
Maurice

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

2:45 pm - 3:15 pm

Coffee Break

3:15 pm - 4:00 pm
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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

4:00 pm - 4:45 pm
L3 Surodeep

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

4:45 pm - 5:30 pm

Keynote Speaker

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

5:30 pm - 7:30 pm

Walking Dinner in the Café

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

7:30 pm - 9:00 pm

After-party

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

Main Conference | The Compagnietheater, Kloveniersburgwal 50, 1012 CX, Amsterdam, Netherlands
Mar 14, 2019+
9:00 am - 10:00 am

Arrival & Breakfast

10:00 am - 10:15 am
Cam Final

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

10:15 am - 11:00 am
Adam Dorrell Cary

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

11:00 am - 11:15 am

Coffee Break

11:15 am - 12:00 pm
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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

12:00 pm - 1:00 pm

Lunch & Networking

1:00 pm - 1:45 pm
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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

1:45 pm - 2:30 pm
Trish

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

2:30 pm - 3:00 pm

Coffee Break

3:00 pm - 3:45 pm
Km Headshot

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

3:45 pm - 4:15 pm
Adam Dorrell

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

4:15 pm - 4:45 pm

End of the Event Networking in Café

Mingle with attendees and speakers alike before departing.

Title Book Now

Conference Pass

€899

Access to main conference on March 13th & 14th

Main room access to presentations and speakers

Free copy of the premier B2B CX guide: The Account Experience Blueprint

Networking opportunities

Complimentary meals and dining options

Book Your Spot →

Join Our Waitlist!

Past Attendees

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Frequently Asked Questions

The main Conference takes place Wednesday, March 13th to Thursday, March 14th at The Compagnietheater in Amsterdam, NL. 

Address: Kloveniersburgwal 50, 1012 CX Amsterdam, Netherlands

The CustomerGauge CX Certification Training takes place Monday, March 11th to Tuesday, March 12th at the CustomerGauge Training HQ in Amsterdam, NL.  

Address: Van Diemenstraat 182, Amsterdam 1013 CP, Netherlands

The main Conference Pass are for attendees looking to attend March 13 & 14 only—this includes access to all speaker presentations. The Certification + Conference Pass provides access to all four conference days, March 11-14: This includes two days of NPS® workshop and certification training, along with a final exam, on top of the two-day conference pass. 

The Amsterdam Airport Schiphol is the closest airport to the Compagnietheater, approx. 25-30 minutes by car and 30 minutes by public transportation. 

Yes! If you need an invoice of your ticket purchase, please directly contact finance@customergauge.com.

Yes! Food is provided both in the morning and lunch time. And, since we want to make your stay as comfortable as possible, if you have any special dietary restrictions, please reach out directly to marketing@customergauge.com.

We are constantly adding speakers to our Monetize! lineup. For updated information on speakers, please refer to the website and our email updates. If you’d like additional information, please contact marketing@customergauge.com.

Attendees should wear business casual attire to the event.

Don’t Miss Out. Register Now →
Compagnietheater Art Supportwhite2

The Compagnietheater

Address:
Kloveniersburgwal 50, 1012 CX
Amsterdam, Netherlands

+31 20 520 5310 Map it on Google