Client Summit Agenda

Peers and Pancakes Breakfast

Fuel up, grab a latte, have some pancakes and connect with friends. And don't worry, there's much more than just pancakes! 

Summit Kick-Off 

John Podlipnik, Founder and President of PTP, will kick off the day off by elevating your thoughts on CX to the power of 10, and how it relates to you and PTP.

The Beats Story: Building a Billion Dollar International Brand

Omar Johnson

When Dr. Dre and Jimmy Iovine created Beats in 2006, their goal was to create a great sounding headphone. However, it wasn’t until Omar Johnson came along that Beats became the most popular headphone for athletes and musicians.

Johnson was able to turn a 180 million dollar company into a billion dollar enterprise through unconventional marketing tactics and his brand of insight, idea, execution and result. In this highly engaging talk, Johnson shows how he used curiosity and creativity to turn Beats headphones from a commodity product into an experience and an international brand.

Interactive Case Study Session Introductions

A number of PTP clients will introduce themselves and the case study topics they're going to share in a structured, round table environment. 

Interactive Case Study Sessions: Round 1

Client hosted round tables from brands such as Cars.com, Electronic Arts (EA), and Grand Circle Travel will facilitate structured discussions on CX business strategies, challenges, and successes they have encountered during their efforts to elevate the customer experience within their own organizations. A few of the topics will include: AI / Machine Learning Best Practices Asynchronous Customer Communications Intelligent Interaction Routing

Networking Lunch

Take a break in the sunshine, mingle with your peers and enjoy lunch overlooking the ocean.

Built for Growth: The Values-Based Company

Robert Richman

Engaged employees are productive, efficient, and have a great time. This means low turnover, and highly motivated employees you don’t have to micro manage. Values-based companies have employees who manage and motivate themselves.

Robert will share stories of the strength of the core values at Zappos.com (A company that became the #6 Best Place to Work in America and #1 in Customer Service), then share the science behind why they work so well. Once you learn the secrets behind how values work, you will know how to shape culture. 

Robert will provide you with a process to use in discovering and then implementing the values across your organization.

CX¹⁰ Design Sprint!

Fred Lee

Get ready to take a journey through cavernous customer experience issues that lead deep underground as you climb aboard this mind-blowing, multi-dimensional CX¹⁰ Design Sprint experience.

You'll face the horrors of customer reviews while navigating company cultural problems. Along the way you'll win the most prestigious award in the world. But, you'll have to work as a team to create a winning strategy. Do you have what it takes? Join the movement, the cause!

You may know Fred from his award-winning talk, "Three Things I Hate About Customers," being one of his 730 Twitter followers, or from sending him a LinkedIn message "One more time, but not trying to sell" him something.

The Power of Your Focus

CX to the power of 10 requires an acute focus. This last session will help everyone in the room find that individual focus, and demonstrate how you can bring the elevation of CX back to your organization.

Closing Remarks

We'll reflect on the day's events, the key takeaways, and the way ahead.

Depart for Dinner

Meet the group promptly at 5:30 to make our departures to the beach for a sunset dinner. 

Dinner on the Beach

You won't want to miss this: A sunset, dinner on Crystal Cove beach, locally-sourced food and the amazing ocean air. A perfect way to wrap up your conversations and the Summit. 

Departures

No scheduled events on this day. Checkout from the resort is at 11:00 AM. Safe travels home!