October 28-30, 2024 | Renaissance Orlando at SeaWorld | Orlando, FL
Day 1 | Wednesday, November 15
9:30 am - 9:30 am
Check-In Opens
10:00 am - 10:30 am
Exchange Orientation + Opening Remarks
10:30 am - 11:00 am
OPENING KEYNOTE | Putting the 'X' in CXO
Todd Unger -
Chief Experience Officer,
American Medical Association
With more than six years under his belt as the American Medical Association’s Chief Experience Officer, Todd Unger will share his insights on the evolving world of CX, how he’s approached his role as CXO, and how the AMA developed their CX program.
One of his biggest realizations? Being a CXO is not about ‘CX.’ It’s about the ‘X’ -- the seamless integration of marketing, product, commerce and service. That integration, orchestrated to acquire and retain customers, is where Unger sees the opportunity for future CX leaders.
He’ll also share some of his key ‘CXO playbook’ moves, which will be part of his upcoming book The 10-second Customer Journey, The CXO’s Playbook for Growing and Retaining Customers in a Digital World.
11:00 am - 11:30 am
CMP RESEARCH SIGNATURE STUDY | Optimizing Self-Service Experiences for the Evolving Customer
Jordan Zivoder -
Quantitative Research Lead, CMP Research,
Customer Management Practice
Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.
11:30 am - 12:00 pm
BENCHMARKING SESSION | Sustainable AI: Empowering Better Customer Experiences for a Responsible Future
Andrea Ruotolo -
Global Head, Customer Sustainability,
Rockwell Automation
In an era characterized by rapid technological progress, the responsible integration of Artificial Intelligence (AI) has emerged as a pivotal driver of sustainability and enhanced customer experiences. This keynote presentation will explore the profound potential of "Sustainable AI" in shaping a future where businesses thrive while prioritizing environmental and social responsibility, ultimately delivering better customer experiences.
This presentation will share the core principles of Sustainable AI, emphasizing the importance of ethical considerations, environmental consciousness, and social impact in AI implementation. By adhering to these principles, organizations can forge a path towards sustainability, reducing ecological footprints and promoting eco-friendly practices in their operations. Additionally, this presentation will delve into the symbiotic relationship between sustainability and customer experience. Sustainable practices resonate deeply with modern consumers who seek environmentally conscious brands, thereby establishing trust and loyalty. Sustainable AI allows businesses to gain valuable insights into customer preferences, enabling personalized services and products that cater precisely to their needs, leading to heightened satisfaction and long-term customer retention.
12:00 pm - 1:00 pm
Networking Lunch
1:00 pm - 1:30 pm
BENCHMARKING SESSION | An Emotional Well-Being Approach to Customer Experience
Doug Roerden -
Head of Experience Design,
FM Global
An important aspect of customer experience design is humanizing the customer to better understand their needs and expectations. An "emotional well-being approach" has the potential to reach a new level of customer centricity, one that puts the focus on maintaining mental health and emotional well-being for all of the people in the CX ecosystem, from the customers themselves to the employees that work to deliver exceptional experiences. Together, we will explore what it means to take an emotional well-being approach in CX and ways to integrate this human-centered mindset into your goals and overall strategy.
1:30 pm - 2:00 pm
Business Meetings
2:00 pm - 2:30 pm
Business Meetings
2:30 pm - 3:00 pm
Business Meetings
3:00 pm - 3:30 pm
Networking Break
Interactive Roundtable Discussions
ROUNDTABLE A
3:30 pm - 4:00 pm Navigating the Intersection of Digital Transformation & Customer Engagement Tom Shirkey - AVP, Customer Experience, AAAFor many CX leaders, digital transformation is at the center of internal conversations as it ties to many aspects of the customer experience. When working with different business segments, knowing where investments in digital will truly improve customer engagement is key to progressing customer experience strategies at large. Join us to discuss cross-industry challenges, pain points, and successes at the intersection of customer engagement and ongoing digital transformation.
ROUNDTABLE B
3:30 pm - 4:00 pm Video-First Initiatives to Enhance Customer Satisfaction Jonathan Ragals - Chief Operating Officer, Halo CollarThomas Young - Director, Customer Experience, Halo Collar
As technology progresses, so do the means to assist customers and enhance their overall experience and interactions with an organization. Join Jonathan and Thomas from Halo Collar as they discuss the value in video-first customer support and how shifting methods of customer support can help meet and exceed ever-evolving customer needs.
4:00 pm - 4:30 pm
Business Meetings
4:30 pm - 5:00 pm
Business Meetings
5:00 pm - 5:30 pm
PANEL & Q+A | Partner with IT Teams for Successful Tech Integration
Dora Boussias -
Senior Director, Data Strategy & Architecture,
Stryker
Craig Antonucci - Chief Experience Officer, Autocar Trucks
Cory Declusin - Director, CXM Best Practices, Sprinklr
As teams continue to introduce and implement new technologies, understanding and strengthening the relationship between IT and CX is vital for success. This discussion will highlight some of the ways that CX and IT leaders across industries relate to each other cross-functionally, as well as best strategies for working together to effectively manage technology transitions.
Sponsored by: Sprinklr
5:30 pm - 6:00 pm
FIRESIDE CHAT | Meet the Customer on Their Terms: A Conversation about Fresh Omnichannel Approaches in CX
Stacey Wagner -
Chief Experience Officer,
Zappos
Meeting customers where they are is essential to understanding and exceeding their ever-evolving expectations. Join us as we discuss prioritization in omnichannel strategy, pivoting to adapt to change, and how Zappos is working to modernize their CX approaches holistically.
