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Put your CX strategy into action

MAY 6, 2021 | 1:00 - 5:00 PM ET

Alida Activate Spring Edition is your chance to understand how you can quantify the value of customers' experiences in your business. Insights from industry leaders paired with a masterclass series and take-home workbook will give you the tools you need to start improving your customer experiences today.

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Why Attend?

Understanding your customers’ truths is invaluable to your brand’s success, but evaluating the revenue impact of your CX strategy is never easy. Whether you’re launching your organization towards a customer-obsessed future or re-evaluating your current focus, mark your calendar for Alida Activate. We’ll help you understand how to action on the insights that matter so that you can confidently deliver the ultimate customer experience.

 

Join us and discover: 

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INDUSTRY INSIGHTS

Binge the latest trends and best practices with sessions from industry experts

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VALUE-BASED SKILLS

Learn how to measure the value and revenue impact of your CX strategy

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PERSONALIZED EXPERIENCE

Map your CX goals in a take-home workbook so you can take immediate action

Featuring:
Kerry Bodine

We are thrilled to have Kerry Bodine deliver the opening keynote at Alida Activate. Kerry is a renowned leader in the CX space, founder and CEO of Bodine & Co., and co-author of Outside In: The Power of Putting Customers at the Center of Your Business. Don’t miss out on the chance to learn how you can infuse customer insights into the design and ongoing management of your customer interactions in her session.

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Agenda

Welcome Address
1:00 PM - Ross Wainwright, Alida & Riaz Raihan, Alida

Welcome remarks from Alida’s CEO, Ross Wainwright, and President of Products, Riaz Raihan.

Demystifying Customer Experience
1:30 PM - Kerry Bodine, Kerry Bodine & Co.

Join Kerry Bodine, customer experience expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she reveals the key elements of the customer experience discipline and inspires you to amp up your own customer insights program.

You’ll walk always with answers to these questions:

  • What is customer experience?
  • Why does it matter to your organization?
  • How can you infuse customer insights into both the design and ongoing management of customer interactions?

Leading Women in VoC
2:15 PM - Alison Lutjemeier, Adobe; Christie McAllister, Autodesk; Iva Kralj-Taylor, HBO Max; Nikkia Reveillac, Twitter; Jenna Dorman, Alida;

Delivering differentiated, innovative experiences to your customers is imperative in today's digital-first economy. But does improved experience truly drive direct cross-functional impact in your business? Hear from a panel of leading women in tech to learn how understanding voice of customer inspires their teams to think critically, differently and in turn generate more ROI.

Movement and Mindfulness
2:45 PM - The Yogini Nancy

Take a self-care break from your productive day and engage with the Yogini Nancy in a soothing chair yoga session followed by a short guided meditation. Learn to create space between stimuli and action with the power of mindfulness and yoga. Remember that you must first nurture and care for yourself in order to have the space to care for others.

CX 101: Experience Foundations
3:10 PM - Paul Hagen, Alida

How do you build and grow a customer experience management program? There's no need to reinvent the wheel - there are many maturity frameworks that provide a roadmap to success. First we'll look at Forrester Research's model to provide you with a concise understanding of CX and a tool to assess your maturity and improve your CX strategy. Then we'll dive into CX metrics like NPS, CSAT, CES and CXi and give you simple steps for making these metrics work for your organization.

CX 102: Experience Design
3:35 PM - Sarah Doody, UX Portfolio Formula

To fuel the future of product design in your organization you need to ensure adoption from your customer base. So how can you be sure you're delivering the features and functionality your customers crave? We'll help you understand what customer sentiment data you should collect and how to tie these findings to financial data, resulting in measurable customer experience metrics that will let your business innovate at scale.

CX 103: Experience Economics
4:00 PM - Kevin Kwong, Alida and Nicole Kealey, Alida

Speakers: Kevin Kwong & Nicole Kealey

If you’re just starting to listen to your customers and don’t have executive buy-in for a sophisticated experience program, you need quick wins to generate tangible value and get the investment required to take on bigger, more meaningful projects. We'll take you through a value engineering exercise so that you can begin to understand the customer landscape in your organization and provide actionable insights to your leadership.

Empathy in action
4:25 PM - Kerry Bodine, Kerry Bodine & Co. and Paul Hagen, Alida

Speakers: Kerry Bodine & Paul Hagen

2020 didn't turn out the way anyone expected, but the transformations that have occurred over the past year have forever changed how businesses need to think about the future. Kerry Bodine returns to the stage to chat with Alida's resident CX expert, Paul Hagen, to reveal what they think are the most exciting, customized, innovative business adaptations and experiences of the last year and what we can expect as we move through 2021 and beyond.

Closing Remarks
4:50 PM - Ross Wainwright, Alida

Closing Remarks from Ross Wainwright, Alida

Past Speakers

Alida Activate is learning in action!

We look forward to welcoming you to our spring masterclass event.

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