Topic January 19, 2021

january

19jan8:30 AMRegistration, Breakfast, and Exhibition8:30 AM

19jan9:00 AMWelcome and Headliner - Is Your Customer Experience Your Brand?9:00 AM Headliner: Melissa Kivett, Senior Vice President, Chief Customer Experience & Marketing Officer, Individual Solutions Group, Prudential Financial

19jan9:50 AMExecutive Presentation and Crowdsource - Socializing CX Across the Organization9:50 AM Rockstar Insights: Rachna Dayal Goel, Global Director, Strategic Programs, Johnson & Johnson Rockstar Insights: Michelle Fromholzer, Senior Director, Customer Focused Innovation, The Janssen Pharmaceutical Companies of Johnson & Johnson

19jan10:35 AMUpside Down Networking Reception: Mimosas & Bloody Marys10:35 AM

19jan11:05 AM11:20 AMSpeed Runs - How to Get CX a Seat at the Product Design Table11:05 AM - 11:20 AM Rockstar Insights: Josh Reynolds, Senior Director of Product and Partner Engagement - Worldwide Customer Experience, Electronic Arts

19jan11:20 AM11:35 AMSpeed Runs - Building a Customer Centric Sales Organization11:20 AM - 11:35 AM Rockstar Insights: Allastair Meffen, Associate Vice President of Customer Success, Definitive Healthcare

19jan11:35 AM12:00 PMSpeed Runs - Delivering Omni-Channel Customer Service Excellence through Outcome Based Digital Customer Transformation11:35 AM - 12:00 PM Rockstar Insights: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company Rockstar Insights: Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

19jan12:00 PMCX Showcase12:00 PM

19jan12:30 PMFood for Thought Networking Luncheon - Networking Roundtables Hosted by Industry Leaders12:30 PM

19jan1:30 PMAsk the Experts! Panel Discussion - Innovating and Disrupting the Customer Experience1:30 PM Moderator: Michael Truett, Head of Operations - Customer Success and Experience, Newsela. Professor - Customer Experience and Navigating Change, Rutgers University Panelists Include: Katherine Lucas, Head of Client Experience and Alpha Platform Marketing, State Street
James Walker, Senior Vice President, Restaurants, Nathan’s Famous
Chris Vetrano, Head Of Customer Experience, LBS, Lyft
Theresa Scheuble, Design Director, Johnson & Johnson
Amy Aragones, Senior Director, Customer and User Experience, GE Digital

19jan2:15 PMSuccess Story: Designing The Customer's Digital Experience2:15 PM Rockstar Insights: Cindy Chastain, Senior Vice President, Global Customer Experience and Design, Mastercard

19jan2:45 PMBriefing Sessions, Networking, Refreshments, and Exhibition Break2:45 PM

19jan3:15 PMThe Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges3:15 PM

19jan4:00 PMCapstone - What is the Right Balance Between Technology and Humanity in Customer Experience4:00 PM Headliner: Gordon Littley, Managing Director, Customer Experience Practice, Verizon Business Group

19jan4:30 PMSip & Savor Beer & Wine Tasting Networking Reception4:30 PM

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