AGENDA

Interactive & Highly Collaborative Content

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com

07nov7:00 PMSaturday, November 7, 2020 | Arrival DayArrive sunday to participate in monday’s networking activity.
Suggested arrival time
7:00 PM

08nov8:30 AM6:45 PMFeaturedSunday, November 8, 2020 | Networking Day and Leadership Council MeetingLink in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
*Please note: Networking Day is open to all event participants and sponsors
Participation in the Council meeting is restricted to Council Members and Designees only.
8:30 AM - 6:45 PM

08nov8:30 AMPrince Legacy Tour & Lunch8:30 AM

08nov2:45 PMLeadership Council Meet n Greet and Roundtable Discussion*Please note participation is restricted to Council Members and Designees only.2:45 PM

08nov3:00 PMSponsor Workshop3:00 PM

08nov4:15 PMLeadership Council Meeting Concludes4:15 PM

08nov4:30 PMSponsor Registration & Orientation Reception4:30 PM

08nov5:15 PMPresenter & Thought Leader Orientation5:15 PM

08nov6:00 PMMeet ‘n’ Greet6:00 PM

08nov6:45 PMWelcome Networking Reception & Event Kickoff6:45 PM

09nov8:00 AM5:30 PMFeaturedMonday, November 9, 2020 | General Session and Exhibition8:00 AM - 5:30 PM

09nov8:00 AMRegistration, Breakfast, and ExhibitionHosted by: SURVEY MONKEY8:00 AM

09nov8:45 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

09nov9:35 AMNavigating The Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange9:35 AM

09nov9:45 AMExecutive Insight - Winning on Experience: Driving Revenue and ROI9:45 AM Rockstar Insights: Jackson Jeyanayagam, Vice President and General Manager, DTC, The Clorox Company

09nov10:15 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: CICERO10:15 AM

09nov10:45 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

09nov10:45 AMCase Histories Zone 1: Customer Data and Insights: Key Forces Driving Product Development Strategy10:45 AM

09nov10:45 AMCase Histories Zone 2: CX in a Social World10:45 AM

09nov10:45 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

09nov11:45 AMSession to Session Travel Time11:45 AM

09nov11:50 AMInteractive – Solutions WheelConcurrent sessions | Choose one of the following concurrent sessions:

– OR –
11:50 AM

09nov11:50 AMInteractive - Executive Presentation & Crowdsource - CX Diagnostic Exercise11:50 AM Fab Facilitator: Samir Sakpal, Director of Consulting - Information & Communication Technologies, Americas, Frost & Sullivan

09nov12:50 PMFood For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:50 PM

09nov1:55 PMSession to Session Travel Time1:55 PM

09nov2:00 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

09nov2:00 PMRoundtables Zone 1: Transforming Customer Interactions into an Effortless Experience2:00 PM

09nov2:00 PMRoundtables Zone 2: Developing Personas and Personalization to Raise the Bar on CX2:00 PM

09nov2:00 PMRoundtables Zone 3: Improving Loyalty through Customer Experience Management2:00 PM

09nov3:30 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: CVENT3:30 PM

09nov4:00 PMThe Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges4:00 PM

09nov4:45 PMCapstone - Aligning Leadership Around Customer Experience Strategy4:45 PM Headliner: Deborah Zell, Director of Voice of the Customer and Service Design, Dell

09nov5:30 PMCustomer Experience Ecosystem Xtreme (Not So Xtreme) Olympics Games5:30 PM

10nov6:45 AM4:00 PMFeaturedWednesday, July 15, 2020 | General Session and Exhibition6:45 AM - 4:00 PM

10nov6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!6:45 AM

10nov8:00 AMBreakfast and Exhibition8:00 AM

10nov8:45 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

10nov9:25 AMPowerhouse Perspectives – Excellence in the User Experience9:25 AM

10nov9:45 AMPowerhouse Perspectives – Building a Customer Centric Sales Organization9:45 AM Rockstar Insights: Abby Vietor, Global Sales Enablement Leader, Amazon Web Services

10nov10:05 AMPowerhouse Perspectives – Delivering Best in Class Omni-Channel Customer Care10:05 AM Rockstar Insights: John Leachman, Director, Call Center Operations, Walmart

10nov10:30 AMBriefing Sessions, Networking, Refreshment and Exhibition Break10:30 AM

10nov11:30 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

10nov11:30 AMThinkTank Zone 1: Ideation to Execution - An Action Plan for Centralizing the Customer Journey within your Organization11:30 AM

10nov11:30 AMThinkTank Zone 2: Optimizing CX with Customer Analytics and AI11:30 AM

10nov11:30 AMThinkTank Zone 3: Actioning Voice of the Customer to Reimagine Digital Experiences11:30 AM

10nov12:45 PMFood For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:45 PM

10nov1:45 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

10nov2:45 PMCapstone – Prioritizing Investments in Cross Organizational CX2:45 PM Headliner: David Farris, Director, Worldwide Customer Experience - EA Sports, Electronic Arts

10nov3:15 PMInsights and Ideas Roundup - The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program3:15 PM

10nov4:00 PMContent for the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes4:00 PM

WORKSHOP, ORIENTATIONS & EVENING OF NETWORKING
Spend your morning learning and your afternoon and evening networking! Join us for an interactive morning workshop on a critical topic, and then later relax and connect with your peers during special activities devoted to making new contacts and new friends.

08nov8:30 AMPrince Legacy Tour & Lunch8:30 AM

08nov2:45 PMLeadership Council Meet n Greet and Roundtable Discussion*Please note participation is restricted to Council Members and Designees only.2:45 PM

08nov3:00 PMSponsor Workshop3:00 PM

08nov4:15 PMLeadership Council Meeting Concludes4:15 PM

08nov4:30 PMSponsor Registration & Orientation Reception4:30 PM

08nov5:15 PMPresenter & Thought Leader Orientation5:15 PM

08nov6:00 PMMeet ‘n’ Greet6:00 PM

08nov6:45 PMWelcome Networking Reception & Event Kickoff6:45 PM

GENERAL SESSION AND EXHIBITION

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.

09nov8:00 AM5:30 PMFeaturedMonday, November 9, 2020 | General Session and Exhibition8:00 AM - 5:30 PM

09nov8:00 AMRegistration, Breakfast, and ExhibitionHosted by: SURVEY MONKEY8:00 AM

09nov8:45 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

09nov9:35 AMNavigating The Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange9:35 AM

09nov9:45 AMExecutive Insight - Winning on Experience: Driving Revenue and ROI9:45 AM Rockstar Insights: Jackson Jeyanayagam, Vice President and General Manager, DTC, The Clorox Company

09nov10:15 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: CICERO10:15 AM

09nov10:45 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

09nov10:45 AMCase Histories Zone 1: Customer Data and Insights: Key Forces Driving Product Development Strategy10:45 AM

09nov10:45 AMCase Histories Zone 2: CX in a Social World10:45 AM

09nov10:45 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

09nov11:45 AMSession to Session Travel Time11:45 AM

09nov11:50 AMInteractive – Solutions WheelConcurrent sessions | Choose one of the following concurrent sessions:

– OR –
11:50 AM

09nov11:50 AMInteractive - Executive Presentation & Crowdsource - CX Diagnostic Exercise11:50 AM Fab Facilitator: Samir Sakpal, Director of Consulting - Information & Communication Technologies, Americas, Frost & Sullivan

09nov12:50 PMFood For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:50 PM

09nov1:55 PMSession to Session Travel Time1:55 PM

09nov2:00 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

09nov2:00 PMRoundtables Zone 1: Transforming Customer Interactions into an Effortless Experience2:00 PM

09nov2:00 PMRoundtables Zone 2: Developing Personas and Personalization to Raise the Bar on CX2:00 PM

09nov2:00 PMRoundtables Zone 3: Improving Loyalty through Customer Experience Management2:00 PM

09nov3:30 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted by: CVENT3:30 PM

09nov4:00 PMThe Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges4:00 PM

09nov4:45 PMCapstone - Aligning Leadership Around Customer Experience Strategy4:45 PM Headliner: Deborah Zell, Director of Voice of the Customer and Service Design, Dell

09nov5:30 PMCustomer Experience Ecosystem Xtreme (Not So Xtreme) Olympics Games5:30 PM

GENERAL SESSION AND EXHIBITION 

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.

10nov6:45 AM4:00 PMFeaturedWednesday, July 15, 2020 | General Session and Exhibition6:45 AM - 4:00 PM

10nov6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!6:45 AM

10nov8:00 AMBreakfast and Exhibition8:00 AM

10nov8:45 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

10nov9:25 AMPowerhouse Perspectives – Excellence in the User Experience9:25 AM

10nov9:45 AMPowerhouse Perspectives – Building a Customer Centric Sales Organization9:45 AM Rockstar Insights: Abby Vietor, Global Sales Enablement Leader, Amazon Web Services

10nov10:05 AMPowerhouse Perspectives – Delivering Best in Class Omni-Channel Customer Care10:05 AM Rockstar Insights: John Leachman, Director, Call Center Operations, Walmart

10nov10:30 AMBriefing Sessions, Networking, Refreshment and Exhibition Break10:30 AM

10nov11:30 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

10nov11:30 AMThinkTank Zone 1: Ideation to Execution - An Action Plan for Centralizing the Customer Journey within your Organization11:30 AM

10nov11:30 AMThinkTank Zone 2: Optimizing CX with Customer Analytics and AI11:30 AM

10nov11:30 AMThinkTank Zone 3: Actioning Voice of the Customer to Reimagine Digital Experiences11:30 AM

10nov12:45 PMFood For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders12:45 PM

10nov1:45 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

10nov2:45 PMCapstone – Prioritizing Investments in Cross Organizational CX2:45 PM Headliner: David Farris, Director, Worldwide Customer Experience - EA Sports, Electronic Arts

10nov3:15 PMInsights and Ideas Roundup - The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program3:15 PM

10nov4:00 PMContent for the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes4:00 PM

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