Topic July 14, 2021


14jul6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!6:45 AM

14jul8:00 AMBreakfast and Exhibition8:00 AM

14jul8:45 AMIce Breaker and Headliner - What is the Right Balance Between Technology and Humanity in Customer Experience?8:45 AM Headliner: Gordon Littley, Managing Director, Customer Experience Practice, Verizon Business Group

14jul9:25 AMPowerhouse Perspectives – Excellence in the User Experience9:25 AM

14jul9:45 AMPowerhouse Perspectives – Building a Customer Centric Sales Organization9:45 AM Rockstar Insights: Abby Vietor, Global Sales Enablement Leader, Amazon Web Services

14jul10:05 AMPowerhouse Perspectives – Delivering Best in Class Omni-Channel Customer Care10:05 AM Rockstar Insights: John Leachman, Director, Call Center Operations, Walmart

14jul10:30 AMBriefing Sessions, Networking, Refreshment and Exhibition Break10:30 AM

14jul11:30 AMThinkTank Zone 3: Actioning Voice of the Customer to Reimagine Digital Experiences11:30 AM

14jul11:30 AMThinkTank Zone 2: Optimizing CX with Customer Analytics and AI11:30 AM

14jul11:30 AMThinkTank Zone 1: Ideation to Execution - An Action Plan for Centralizing the Customer Journey within your Organization11:30 AM

14jul11:30 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:
11:30 AM

14jul12:45 PMFood For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:45 PM

14jul1:45 PMAsk The Experts! Panel Discussion - Socializing CX Across the Organization1:45 PM Moderator: Kris Crichton, Vice President, Client Services & Operations, Visa Panelists Include: Todd Gilliam, Executive Director, Process Engineering, Comcast
John Leachman, Director, Call Center Operations, Walmart
Marci Ruman, Global Innovation Strategist, Kimberly-Clark
Scott Moore, Former Chief Marketing Officer, Wynn Resorts

14jul2:45 PMCapstone – Prioritizing Investments in Cross Organizational CX2:45 PM Headliner: David Farris, Director, Worldwide Customer Experience - EA Sports, Electronic Arts

14jul3:15 PMInsights and Ideas Roundup - The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program3:15 PM

14jul4:00 PMContent for the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes4:00 PM