We’re still buzzing from the fantastic time had by all at Tuesday’s Do B2B Better 2022 Conference here in Minneapolis! If you were able to join us, thank you! We hope you learned as much as we did, and had as much fun. If you weren’t there, mark your calendar now for September 2023 – you are not going to want to miss next year’s conference.
Here a quick recap of the event in pictures:
On Conference Eve, the entire Heart of the Customer team got together to welcome our speakers to town with dinner at Fogo de Chão in downtown Minneapolis.
The Minnesota Vikings Skol Line was on hand to kick off the day.
Minneapolis Mayor Jacob Frey (left) delivered welcoming remarks to open the conference.
My presentation, “The Heart of a CX Change Maker,” laid out the findings from two years of research into what separates CX Change Makers from the average CX leader.
And then the Change Makers took the stage…
Dow’s Global Director for CX, Riccardo Porta, presented “Driving – and Taking Credit for – Business Success Through Customer Experience,” helping listeners learn how to connect their activities to business outcomes.
A Q&A interval gave Lori Laflin, VP of Client Experience and Digital Strategy at Compeer Financial, a chance to pose a question.
Heart of the Customer CX Practice Lead Nicole Newton (left) shared emcee duties throughout the day with Engagement Lead Ben London. Here, she joined Nancy Flowers, Vice President of Insights & Loyalty at Hagerty, on stage after Nancy’s presentation on “Designing and Measuring Your Experience Through an Emotional North Star.”
UKG VP of CX Strategy Roxie Strohmenger rounded out the morning with a lively, interactive presentation on “How to Become an Indispensable Advisor to Your Business Partners.”
A midday break with an elegant lunch buffet (the conference was on a Tuesday, so of course we had tacos!) gave attendees a chance to mingle, buy copies of my books, learn more about our conference sponsors – Qualtrics, Genesys, and Quadient – and of course, pop outside on a beautiful fall day for a view of the Mississippi River, which flows just outside the doors of the historic Nicollet Island Pavilion.
Co-Emcee Ben London (right), a Heart of the Customer Engagement Lead, joined Univar Solutions VP of Customer Experience Sam Wegman on stage after her presentation on “Going Beyond Surveys – Using Behavioral Data to Measure the Customer Experience.”
Laurie Englert, VP of Customer Experience at Legrand | AV, showed attendees how “Creating a Culture Around Customers” leads to programs that customers want to engage in.
Director Aimee Lucas of Qualtrics’ CX Center of Excellence Director spoke on the importance of change management with “Applying Theory to Reality – Driving Customer Focused Change at a CX-Focused Company.”
It was mesmerizing to watch graphic recorder Rebekah Anderson capture the day’s learnings in real time, creating a huge, gorgeous illustration that summarized all the presentations!
Our speakers share a light-hearted moment during the pre-happy hour Q&A panel.
Nicole and I closed out the memorable day by taking Roxie and Riccardo out for dinner (and a well-deserved toast!) at Owamni, which has been heralded as the best new restaurant in the country.