3 Summit Tracks to Choose From


The Create WOW Summit 2020 is built around three separate tracks depending on your role, business challenge or goals.

Gaining Insights (Data/Analytics)

It’s time to shift from the old to the new. No more “data at rest” sitting in a report waiting for someone to read and react to it. Instead, learn how to design a strategy that puts “data in motion” to drive business outcomes. This is an important shift and is at the heart of CX 2.0. If you have mountains of data, but are failing to extract business value from it, this more technical track is for you. Those with a technology or data focus are encouraged to participate.

Sessions Coming Soon!

Implementing Change (Behavior/Culture)

WOW doesn’t happen in a vacuum. That’s why you need to create the right environment. Follow this track if you want to learn how to facilitate behavioral change and CX excellence by motivating employees with gamification, increasing responsibilities and rewarding top performers. This track is ideal for those in customer service or human resources roles or those who oversee business operations.

Sessions Available:

Building a WOW! Culture In Your Business – John Jackson – 1:15 – 2:00 PM Monday, Sept. 14
Empowering Authenticity: Deploying the Simplest Solution for the Most Complex Problems – Erin Hatzikostas – 10:15 – 11:15 AM Tuesday, Sept. 15
How to Turn Employees into Advocates – Brittney Hodak – 11:30 AM – 12:15 PM Tuesday, Sept. 15

More Sessions Coming Soon!

Driving Outcomes (Marketing/Sales)

Raise service levels. Boost marketing efficiency. Win locally. Improve retention. The outcomes of a properly deployed CX 2.0 program will have a dramatic impact on your business. Learn how real-time data and automation can power a wide range of outcomes. This track is ideal for those in marketing, sales and business development positions.

Session Available:

Fans Not Followers: Using Social Media to Increase Revenue and Referrals – Brittney Hodak – 1:15 – 2:00 PM Monday, Sept. 14

More Sessions Coming Soon!

DAY ONE - SUNDAY SEPTEMBER 13TH

2:00 PM – 5:00 PM

Ends at 7:00 PM

Scott Harris & Development Team

How to Leverage the Future of Our Platform

Are you ready for V2 of the SocialSurvey platform? Our Partner Advisory Board will work alongside SocialSurvey leadership and customers to release, discuss and ideate our future together. New features include journey mapping, sites, multiple workflows, improved surveys and more.

During this time there will also be an opportunity to join your Customer Success Manager for a unique, personal tour of the SocialSurvey platform.

7:00 PM – 9:00 PM

Start connecting with other attendees at our welcome event!

All attendees

DAY TWO - MONDAY SEPTEMBER 14TH

7:30 AM – 8:30 AM

8:30 AM – 8:40 AM

All attendees

All attendees

Announced in March

2019 Top Performers

Every year we share results for the Top 1% in customer satisfaction. These winners are nearly perfect and the difference between them is almost nonexistent. This impossible feat deserves a true celebration. Expect to hear from the #1 Top Performer in a different vertical each day and see a Behind the Review film!

CEO SocialSurvey

Keynote

Scott Harris, CEO & Founder of SocialSurvey, CX Expert & Author

Customer Journeys and the Future of CX

Session Abstract: The Customer Experience (CX) category is evolving. No more relying on siloed, disconnected technologies—now is the time to design an integrated CX 2.0 strategy for your business. Make the shift from ‘data at rest’ to ‘data in motion’ and drive immediate, actionable business outcomes with automation. Scott will give you hands-on, practical insights into mapping the customer journey and creating quality processes to improve retention, training and behavior.

Industry: Any  Role: Any

10:15 AM – 10:40 AM

All attendees

Disney Veteran

Keynote

Dennis Snow, Former Senior Executive, Walt Disney World Organization

Delivering World-Class Customer Service – Lessons From The Mouse

Session Abstract: Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results. More than ever customers are focused on value – what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty.

Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for delivering outstanding customer experiences. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty.

Industry: Any  Role: Any

What you’ll learn:

  • Approaches that help your employees move from a task mindset to an experience mindset.
  • A process for ensuring that your organization’s “backstage” environment never impacts the “onstage” customer experience.
  • Four specific strategies for wowing customers every time.
  • A mechanism for ensuring that your organization’s processes are designed through the “lens of the customer.”

12:00 PM – 1:00 PM

All attendees

1:15 PM – 4:55 PM with 15 min breaks I Attend 1 of 3 tracks per session:

Please check back for room location of track sessions.

Driving Outcomes: Marketing/Sales

MC, Brittany Hodak, Superfan Strategist

Fans Not Followers: Using Social Media to Increase Revenue and Referrals

Session Abstract: Advice about social media is everywhere.  The problem is, most of it is confusing, conflicting or just plain wrong.  Not surprisingly, many busy executives either ignore their online presence completely or spend way too much time following arbitrary “rules” without seeing any positive ROI.

In this interactive session, Brittany will break down what you need to know to confidently craft a winning social media strategy.  As a result, both B2C and B2B companies will be able to leverage the right mix of social media channels to better connect with customers to increase revenues and referrals. 

Industry: Any  Role: Executive, Marketing, Sales

What you’ll learn:

  • The pros and cons of all major social media channels
  • Which social metrics to track closely and which to ignore
  • Ways to implement an on-brand social media-strategy
  • How to make better decisions about online and offline marketing content
  • Ways to think more critically about each social post and how it ties back to your business’s core story and purpose
Implementing Change: Behavior/Culture

John Jackson, CPO SocialSurvey

Building a WOW! Culture in Your Business

Session Abstract: A toxic culture can drag down any business. In contrast, a WOW culture can be jet fuel and turn any business into something extraordinary.  So how do you get to WOW? 

In this session, John defines the modern business culture, its evolution and current state.  He will also outline the essential elements that are necessary to building and maintaining a healthy culture, as well as how to develop your own WOW culture.

Industry: Any  Role: Executive, Human Resources

What you’ll learn:

  • The valuable role that culture plays in successful business today
  • What defines toxic and healthy cultures
  • The core elements necessary to build and maintain a healthy culture
  • How to discover WOW in your own business
  • Practical steps to start creating your own WOW culture

1:15 PM – 4:55 I By appointment only

6:30 PM – 9:30 PM

Please check back for room location of 1-on-1 appointments.

DAY THREE - TUESDAY SEPTEMBER 15TH

8:00 AM – 8:30 AM

8:30 AM – 8:40 AM

All attendees

All attendees

Announced in March

2019 Top Performers

Every year we share results for the Top 1% in customer satisfaction. These winners are nearly perfect and the difference between them is almost nonexistent. This impossible feat deserves a true celebration. Expect to hear from the #1 Top Performer in a different vertical each day and see a Behind the Review film!

9:00 AM – 10:15 AM

All attendees

10:15 AM – 10:30 AM

All attendees

10:30 AM – 11:15 AM

Please check back for room location of track sessions.

Implementing Change: Behavior/Culture

Empowering Authenticity: Deploying the Simplest Solution for the Most Complex Problems

Session Abstract: We have a crisis on our hands; Gallup’s latest Employee Engagement Survey avails that two-thirds of employees don’t really give two hoots about their job. At the same time, we still have more CEOs named John (or Dave) than women CEOs.

Why is it that despite the proof that companies with engaged and diverse workforces perform exponentially better, we can’t seem to crack these nuts? Erin Hatzikostas believes that the solution to these big problems is simpler than you think.

In this highly engaging talk, Erin will take you on a roller-coaster ride of emotions and inspiration that will prove out the business case for authenticity in the workplace. With a collection of stories and data, plus a healthy dose of straight-talk, you will walk away immediately armed to stop the BS while also transforming your company, job, and life…forever.

Industry: Any  Role: Executive, Marketing, Sales, HR

What you’ll learn:

  • The proven impact that authenticity can have on companies and their results.
  • The simple recipe for unleashing authenticity in your workplace.
  • How to be empowered so that authentic leadership can come from the top down AND the bottom up.
  • How to build a foundation for the simplest changes to make in order to inspire an authentic culture.

11:30 AM – 12:15 PM

Please check back for room location of track sessions.

Implementing Change: Behavior/Culture

MC, Brittany Hodak, Superfan Strategist

How to Turn Employees into Advocates

Session Abstract: Employee engagement is not just an HR problem.  It’s a business problem.  If your employees aren’t engaged, your customers NEVER will be. Period.  In many cases, a few simple steps can make an enormous impact on employee satisfaction, retention, employee-customer relationships and ultimately, your bottom line.

In this session, Brittany will cover common mistakes employers make with their workforce and how to fix them.  She’ll also offer tips for helping create more engaged, happier employees who become the company’s best advocates.  From potential activities, to budgeting, to staffing, Britanny will provide ideas for creating a culture of engagement.

Industry: Any  Role: Executive, Human Resources

What you’ll learn:

  • What the most effective employee engagement strategies have in common
  • The different stages of the employee journey
  • Action items for each stage, from day one onboarding to their last day
  • The impact of employee engagement on recruiting and retention
  • How best to measure and track engagement
  • The external benefits of internal engagement programs

12:30 PM – 2:00 PM

All attendees