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

TUESDAY, JULY 13, 2021

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.

JULY 13
8:00 AM

Registration, Breakfast, and Exhibition

JULY 13
8:45 AM

Welcome and Headliner - Resist and Cease to Exist! Disrupting Your Customer Experience

JULY 13
9:35 AM

Navigating The Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange

JULY 13
9:45 AM

Executive Insight - Winning on Experience: Driving Revenue and ROI

JULY 13
10:15 AM

Networking, Refreshment, and Exhibition Break

JULY 13
10:45 AM

CHOOSE 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.

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

Case Histories Zone 1: Customer Data and Insights: Key Forces Driving Product Development Strategy

Case Histories Zone 2: CX in a Social World

Case Histories Zone 3: Moments Matter! How to Prove Effort and Consistency Deliver Business Value

JULY 13
11:45 AM

Session to Session Travel Time

JULY 13
11:50 AM

INTERACTIVE – Solutions Wheel

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

OR

Interactive - Executive Presentation & Crowdsource - CX Diagnostic Exercise

JULY 13
12:50 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

JULY 13
1:55 PM

Session to Session Travel Time

JULY 13
2:00 PM

CHOOSE 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.

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

Roundtables Zone 1: Transforming Customer Interactions into an Effortless Experience

Roundtables Zone 2: Developing Personas and Personalization to Raise the Bar on CX

Roundtables Zone 3: Improving Loyalty through Customer Experience Management

JULY 13
3:30 PM

Networking, Refreshment, and Exhibition Break

JULY 13
4:00 PM

The Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

JULY 13
4:45 PM

Capstone - Aligning Leadership Around Customer Experience Strategy

JULY 13
5:30 PM

Customer Experience Ecosystem Xtreme (Not So Xtreme) Olympics Games

WEDNESDAY, JULY 14, 2021

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.

JULY 14
6:45 AM

Early Risers Run/Walk

Calling all walkers, joggers and runners!

JULY 14
8:00 AM

Breakfast and Exhibition

JULY 14
8:45 AM

Ice Breaker and Headliner - What is the Right Balance Between Technology and Humanity in Customer Experience?

JULY 14
9:25 AM

Powerhouse Perspectives – Excellence in the User Experience

JULY 14
9:45 AM

Powerhouse Perspectives – Building a Customer Centric Sales Organization

JULY 14
10:05 AM

Powerhouse Perspectives – Delivering Best in Class Omni-Channel Customer Care

JULY 14
10:30 AM

Briefing Sessions, Networking, Refreshment and Exhibition Break

JULY 14
11:30 AM

CHOOSE 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.

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

ThinkTank Zone 1: Ideation to Execution - An Action Plan for Centralizing the Customer Journey within your Organization

ThinkTank Zone 2: Optimizing CX with Customer Analytics and AI

ThinkTank Zone 3: Actioning Voice of the Customer to Reimagine Digital Experiences

JULY 14
12:45 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

JULY 14
1:45 PM

Ask The Experts! Panel Discussion - Socializing CX Across the Organization

JULY 14
2:45 PM

Capstone – Prioritizing Investments in Cross Organizational CX

JULY 14
3:15 PM

Insights and Ideas Roundup - The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

JULY 14
4:00 PM

Content for the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes

TUESDAY, JULY 13, 2021

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.

JULY 13
8:00 AM

Registration, Breakfast, and Exhibition

JULY 13
8:45 AM

Welcome and Headliner - Resist and Cease to Exist! Disrupting Your Customer Experience

JULY 13
9:35 AM

Navigating The Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange

JULY 13
9:45 AM

Executive Insight - Winning on Experience: Driving Revenue and ROI

JULY 13
10:15 AM

Networking, Refreshment, and Exhibition Break

JULY 13
10:45 AM

CHOOSE 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.

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

Case Histories Zone 1: Customer Data and Insights: Key Forces Driving Product Development Strategy

Case Histories Zone 2: CX in a Social World

Case Histories Zone 3: Moments Matter! How to Prove Effort and Consistency Deliver Business Value

JULY 13
11:45 AM

Session to Session Travel Time

JULY 13
11:50 AM

INTERACTIVE – Solutions Wheel

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

OR

Interactive - Executive Presentation & Crowdsource - CX Diagnostic Exercise

JULY 13
12:50 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

JULY 13
1:55 PM

Session to Session Travel Time

JULY 13
2:00 PM

CHOOSE 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.

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

Roundtables Zone 1: Transforming Customer Interactions into an Effortless Experience

Roundtables Zone 2: Developing Personas and Personalization to Raise the Bar on CX

Roundtables Zone 3: Improving Loyalty through Customer Experience Management

JULY 13
3:30 PM

Networking, Refreshment, and Exhibition Break

JULY 13
4:00 PM

The Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

JULY 13
4:45 PM

Capstone - Aligning Leadership Around Customer Experience Strategy

JULY 13
5:30 PM

Customer Experience Ecosystem Xtreme (Not So Xtreme) Olympics Games

WEDNESDAY, JULY 14, 2021

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.

JULY 14
6:45 AM

Early Risers Run/Walk

Calling all walkers, joggers and runners!

JULY 14
8:00 AM

Breakfast and Exhibition

JULY 14
8:45 AM

Ice Breaker and Headliner - What is the Right Balance Between Technology and Humanity in Customer Experience?

JULY 14
9:25 AM

Powerhouse Perspectives – Excellence in the User Experience

JULY 14
9:45 AM

Powerhouse Perspectives – Building a Customer Centric Sales Organization

JULY 14
10:05 AM

Powerhouse Perspectives – Delivering Best in Class Omni-Channel Customer Care

JULY 14
10:30 AM

Briefing Sessions, Networking, Refreshment and Exhibition Break

JULY 14
11:30 AM

CHOOSE 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.

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

ThinkTank Zone 1: Ideation to Execution - An Action Plan for Centralizing the Customer Journey within your Organization

ThinkTank Zone 2: Optimizing CX with Customer Analytics and AI

ThinkTank Zone 3: Actioning Voice of the Customer to Reimagine Digital Experiences

JULY 14
12:45 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

JULY 14
1:45 PM

Ask The Experts! Panel Discussion - Socializing CX Across the Organization

JULY 14
2:45 PM

Capstone – Prioritizing Investments in Cross Organizational CX

JULY 14
3:15 PM

Insights and Ideas Roundup - The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

JULY 14
4:00 PM

Content for the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes

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