2018
The Net Promoter® Conference of the Year
Set in the backdrop of Boston’s Back Bay, this two-day conference brings together Net Promoter® and CX experts and a network of similarly minded industry leaders looking to turn their customer experience programs into revenue-generating assets.
Principal, Laura Brooks CX Consultancy
Author of "Answering the Ultimate Question" and co-inventor of the Net Promoter Score®.
Principle Analyst, Forrester
Maxie is a leading researcher on customer experience measurements and customer feedback programs at Forrester.
CEO, Black Duck Software
CEO at Black Duck, Lou has driven the company’s transformation into a leader in open source security and management solutions.
Research Scientist, MIT CISR
Stephanie is a Research Scientist at MIT CISR. She specializes in helping companies manage digital transformation.
Director of Digital Customer Experience, SuperOffice
Hans is head of the NPS program at SuperOffice and embeds the voice of the customer into the business.
Chief Medical Officer & Founder, Legacy ER
Dr. Jay Woody is the founder of Legacy ER & Urgent Care, and is a well-known and widely-published authority in the field of emergency medicine.
Manager of Market Research & Analytics, Alaska Communications
Krystle helps run the Net Promoter program and market research at Alaska Communications.
CEO and Co-Founder, CustomerGauge
Head of CustomerGauge, with more than 25 years marketing and sales, including senior roles at Dell, HP, Sony, and Philips heading CX efforts.
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.
VP of 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.
Global VP of Product, CustomerGauge
Trish has over 10 years of experience in product management, customer operations management and corporate communication.
Location, location, location
Registration
Welcome to Monetize! 2018
To christen Monetize! 2018, Jørgen Bo Christensen, author of Next-Generation Net Promoter, and Adam Dorrell, CEO of CustomerGauge, will walk through the Measure, Act and Grow methodology of Monetized Net Promoter and how companies can tie growth metrics to their CX and NPS program.
Adam Dorrell, CEO & Co-Founder, CustomerGauge
Jørgen Bo Christensen, VP of Research & Professional Services, CustomerGauge
Challenging Industry Standards with Net Promoter
Join Dr. Jay Woody from Legacy ER & Urgent Care as he walks through how Net Promoter has transformed the way the industry tackles the challenges of the patient experience.
Jay Woody, Chief Medical Officer & Founder, Legacy ER & Urgent Care
Maintaining NPS Program Momentum
Krystle Fredericksen of Alaska Communications walks through how her company manages to maintain momentum and buy-in within their NPS program.
Krystle Fredericksen, Manager, Marketing Research & Analytics, Alaska Communications
Customer Check-In/Coffee Break
SuperOffice, Achieving Organizational Buy-in
SuperOffice, one of Europe’s leading suppliers of CRM solutions to the business-to-business market, implemented their Net Promoter program to predict customer behavior, reduce customer churn and engage promoters. Hans Chr. Grønsleth walks through how SuperOffice did just that through organizational buy-in and managing the feedback of over 20,000 contacts.
Hans Chr. Grønsleth, Director of Digital Customer Experience, SuperOffice
Building a Business Case
Whether you're looking to train your staff in creating a superior VoC program or want to get stakeholder buy-in for your NPS roll-out, everyone's got to start somewhere. Our VP of Professional Services will walk through some of the key topics you can use to build a Net Promoter business case for your organization, including loyalty economics, NPS framework, customer journey mapping, closing the loop and more.
Jørgen Bo Christensen, VP Research & Professional Services, CustomerGauge
Program Success Panel / Ask Me Anything
Ask the Experts! Join Krystle Fredricksen, Jay Woody, Hans Chr. Grønsleth, and Jørgen Bo Christensen, in an open panel discussion about how they've tackled the challenges and complexities of delivering a superior customer experience.
Closing Remarks
COO, Camilla Scholten, caps off the day with a look ahead for Day 2 of Monetize! 2018.
Camilla Scholten, COO & Co-Founder, CustomerGauge
Dinner @ The Dome
Join us in capping off the day with a buffet-style dinner at the Dome Room.
Breakfast & Registration
Opening Remarks
Camilla welcomes the day 2 main event speakers, including top Fortune 1000 leaders and experts in the fields of SaaS, CX and digital transformation.
Camilla Scholten, COO & Co-Founder, CustomerGauge
Why Net Promoter is the Metric of Choice for CEOs
CEO Lou Shipley of Black Duck, an industry-leading solution for maximizing value while minimizing risk from open source software, walks through why he dropped a solution like Gainsight and relies on metrics like Net Promoter to gauge customer satisfaction and brand success.
Lou Shipley, CEO, Black Duck
2018 NPS Benchmarks Revealed
Get first access to NPS and industry highlights from our 2018 NPS Benchmarks Report, done in collaboration with MIT CISR.
Jørgen Bo Christensen, VP Research & Professional Services, CustomerGauge
Coffee Break
CX and the Drivers of Digital Transformation
What role does CX play in digital transformation, and vice versa? How is technology changing the customer journey? As part of our NPS & CX Benchmarks Survey, we teamed up with MIT CISR (Center for Information Systems Research). Stephanie Woerner of MIT CISR will share her and her team's findings from the survey through the lens of digital transformation and organizational efficiency.
Stephanie Woerner, Research Scientist, MIT CISR
Lunch & Networking
The ROI Framework for CX
Maxie will share Forrester's framework for how to calculate the ROI of an enterprise-wide CX transformation. Set your business case up for success by using the ROI model to achieve deep C-level commitment.
Maxie Schmidt, Principal Analyst, Forrester
Coffee Break
Using Referrals to Monetize Your NPS Program
The author of "Answering the Ultimate Question" highlights how top-performing companies build successful programs to monetize Net Promoter and produce a substantial ROI.
Laura Brooks, PhD, Principal, Laura Brooks CX Consultancy
How to Monetize Your NPS Program Through SaaS
Once you've measured and closed the loop with Net Promoter, it's time to start thinking about how to monetize your program. Learn what role software plays in correlating Net Promoter data to referral programs, identifying at-risk revenue and opportunities for growth, and more.
Trishaala Chengappa, Director of Product Development, CustomerGauge
"Ask Me Anything" Panel
We’ve assembled a star-studded panel to answer all your deep, burning questions about NPS, CX and monetization.
The Future of Monetized Net Promoter
Join CEO of CustomerGauge, Adam Dorrell, as he outlines the future of Monetized Net Promoter and where he sees the market going in the next 5 years.
Adam Dorrell, CEO & Co-Founder, CustomerGauge
Drinks & Apps @ Solas
Join us in celebrating the end of Monetize! 2018 at Solas, a beautiful, contemporary Irish pub located at our main event location, The Lenox Hotel.
Day 2 Only
Complimentary snacks and lunch
Access keynote and spotlight sessions
Networking event and drinks
Planned city events
Book Your Spot →Day 1 and 2
Includes discounted two nights at The Lenox Hotel (a $750 value!)
Complimentary meals and dining options
Onsite product training New feature access
Access to industry leaders and keynote events
Evening networking & drinks
Book Your Spot →Day 1 & 2 Only
Complimentary meals and dining options
Onsite product training New feature access
Access to industry leaders
Access to keynote events
Book Your Spot →
The event takes place May 10-11th at The Lenox Hotel (61 Exeter Street, Boston, MA), located directly next to the Boston Public Library.
Once you’ve registered for the event, you will receive an email with a link to book your hotel room for May 10-11th. Any additional nights outside of the two nights offered as part of your VIP ticket will incur added charges. If you have any questions regarding hotel booking, please contact Kelly Darling at Kdarling@lenoxhotel.com.
The Boston Logan International Airport is the closest airport to The Lenox Hotel, about 2 1/2 miles, and approximately 15-45 minutes.
The following are other airports and transportation methods:
- From Manchester, NH’s Regional Airport: 50 miles, 60 minutes.
- From Providence, RI’s T.F. Green International Airport: 58 miles, 70 minutes.
- Back Bay Amtrak & Commuter Rail Train Station, 1 block from hotel.
- Copley “T” Station – Green Line, 1/2 block from hotel.
The hotel provides valet parking at a cost of $49 overnight, which includes unlimited in-and-out privileges. The nearest self-park garage is just a few buildings up Exeter Street at the Prudential Center.
…Back Bay? Located in the heart of Back Bay.
…Copley Square? One block.
…Hynes Convention Center? Three blocks.
…Faneuil Hall Marketplace? Approximately 2.5 miles.
…Fenway Park? Approximately 6 blocks from the hotel.
…Museum of Fine Arts? Approximately 7 blocks from the hotel.
More information on sights and attractions near the hotel can be found here.
Yes! If you need an invoice of your ticket purchase, please directly contact marketing@customergauge.com.
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.
Yes! All Monetize! 2018 attendees will receive access to CustomerGauge’s new basic Net Promoter certification course (a $2500 value).
Every attendee of the Monetize! 2018 event will receive a free copy of the 2018 Benchmarks Report. This report is part of a collaborative survey conducted by CustomerGauge, MIT CISR and NPSBenchmarks.com. The report includes:
Cross-industry insights on the state of customer experience and Net Promoter
Benchmarks on NPS, retention rates, closed-loop data best practices, growth metrics, and more
In-depth industry analyses for 15 different industries
Company spotlights on industry leaders including Microsoft, Vodafone, Colliers, Micro Focus and Affirm
And much more!
We are constantly adding speakers to our Monetize! 2018 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.
The Lenox Hotel
Address: 61 Exeter Street at Boylston,
Boston, Massachusetts 02116
Account Experience is a trademark of CustomerGauge. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
Copyright CustomerGauge ©2024
617.536.5300
Map it on Google