Topic July 13, 2021

july

13jul8:00 AMRegistration, Breakfast, and ExhibitionHosted by: SURVEY MONKEY8:00 AM

13jul8:45 AMWelcome and Headliner - Resist and Cease to Exist! Disrupting Your Customer Experience8:45 AM Headliner: Gary Magenta, Chief Change Architect and Senior Vice President, Root

13jul9:35 AMNavigating The Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange9:35 AM

13jul9:45 AMExecutive Insight - Winning on Experience: Driving Revenue and ROI9:45 AM Rockstar Insights: Jackson Jeyanayagam, Vice President and General Manager, DTC, The Clorox Company

13jul10:15 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: CICERO10:15 AM

13jul10:45 AMCase Histories Zone 2: CX in a Social World10:45 AM

13jul10:45 AMFeaturedCHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Collaborating with Stakeholders | Zone 2. Leveraging Customer Insights | Zone 3. CX Tools and Techniques
Choose one of the following zones:
10:45 AM

13jul10:45 AMCase Histories Zone 1: Customer Data and Insights: Key Forces Driving Product Development Strategy10:45 AM

13jul10:45 AMCase Histories Zone 3: Moments Matter! How to Prove Effort and Consistency Deliver Business Value10:45 AM Fab Facilitator: Neil Crane, Vice President of IT and Product, Cicero

13jul11:45 AMSession to Session Travel Time11:45 AM

13jul11:50 AMInteractive - Executive Presentation & Crowdsource - CX Diagnostic Exercise11:50 AM Fab Facilitator: Samir Sakpal, Director of Consulting - Information & Communication Technologies, Americas, Frost & Sullivan

13jul11:50 AMInteractive – Solutions WheelConcurrent sessions | Choose one of the following concurrent sessions:

– OR –
11:50 AM

13jul12:50 PMFood For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:50 PM

13jul1:55 PMSession to Session Travel Time1:55 PM

13jul2:00 PMFeaturedCHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONES:Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Collaborating with Stakeholders | Zone 2. Leveraging Customer Insights | Zone 3. CX Tools and Techniques
Choose one of the following zones:
2:00 PM

13jul2:00 PMRoundtables Zone 1: Transforming Customer Interactions into an Effortless Experience2:00 PM

13jul2:00 PMRoundtables Zone 3: Improving Loyalty through Customer Experience Management2:00 PM

13jul2:00 PMRoundtables Zone 2: Developing Personas and Personalization to Raise the Bar on CX2:00 PM

13jul3:30 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: CVENT3:30 PM

13jul4:00 PMThe Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges4:00 PM

13jul4:45 PMCapstone - Aligning Leadership Around Customer Experience Strategy4:45 PM Headliner: Deborah Zell, Director of Voice of the Customer and Service Design, Dell

13jul5:30 PMCustomer Experience Ecosystem Xtreme (Not So Xtreme) Olympics Games5:30 PM

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