October 28-30, 2024 | Renaissance Orlando at SeaWorld | Orlando, FL
Day 2 | Thursday, November 16
8:00 am - 8:25 am
Networking Breakfast
8:30 am - 9:00 am
COFFEE CHAT | Federal Foundations: Building Strong CX & EX Programs in the Public Sector
Amber Chaudry -
CX Expert in Residence,
Partnership for Public Service
Tonya Barkley - Chief Employee Experience & Workforce Development Officer, U.S. Department of Veterans Affairs
Now more than ever, CX is proving to be imperative in any industry, including the federal government. Join us for a conversation over coffee about how customer experience is taking hold in the public sector, the challenges of building out the foundations of an impactful CX program, and what it takes to lead emerging CX teams at the federal level.
Tonya Barkley
Chief Employee Experience & Workforce Development OfficerU.S. Department of Veterans Affairs
9:00 am - 9:30 am
PROJECT ANALYSIS | How to Combat Survey Saturation
Melissa Zaino -
Vice President, Customer Experience,
Maison Corbeil
Regardless of the industry, customer feedback is an incredible asset for organizations that are constantly looking to improve and innovate the customer experience. You may be receiving tons of customer feedback, but are you utilizing it in ways that genuinely result in progress? Melissa will share her insights into why customer feedback is more than metrics alone and give smart strategies for addressing drops in survey responses, diversifying listening posts for customers, and more!
9:30 am - 10:00 am
Business Meetings
10:00 am - 10:30 am
Business Meetings
10:30 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
Networking Break
Interactive Roundtable Discussions
Roundtable A
11:30 am - 12:15 pm Generative AI in E-Commerce: Best Practices of Early Adopters Melanie Fricke - Head of U.S. Sales, iAdvizeA September 2023 study conducted by Ipsos and iAdvize revealed that 74% of Americans want generative AI to help them get detailed information on the products they’re interested in. How can brands use this information and technology to their advantage in their own e-commerce customer experience? We’ll explore the CX challenges brands are facing, how generative AI can help solve them, and review some examples from over 50 active implementations.
Sponsored by: iAdvize
Roundtable B
11:30 am - 12:15 pm Continuous Discovery to Fuel CX & Product Improvement Andy Busam - Principal Strategist, MethodCustomer-focused teams know they need to continually gather insights to keep pace with evolving consumer and user expectations. But what does it take to build effective capabilities for ongoing discovery? In this roundtable, attendees will engage in a peer exchange to share challenges and lessons learned from efforts to make insights gathering more always-on. The group will discuss creative strategies to continuously collect structured and unstructured feedback across channels, including creative product research strategies like diary studies, usability testing, and in-context interviews to complement surveys. We'll explore approaches to synthesize qualitative and quantitative learnings into opportunity areas and experience enhancements.
Our goal is to help each other identify gaps and opportunities in our CX discovery approaches and capabilities. Bring your experiences, examples, and questions to join your peers in an open dialogue on how we can build continuous discovery engines that fuel customer-centric experiences and product development. This session will provide an excellent environment for sharing best practices and sparking new ideas to take back to your teams.
Sponsored by: Method
12:15 pm - 1:15 pm
Networking Lunch
Interactive Roundtable Discussions - Continued
Roundtable A
1:15 pm - 2:00 pm Balancing Human Touch with AI: Elevating Customer Service for All Seasons Kimberly McKellar - Vice President, Customer Success, GladlyAs the holiday season approaches, more brands are turning to AI to bolster their customer service. This isn't just a technological trend; it's a response to the unique demands of the festive period. While initial curiosity about automation played a role, the real drive comes from AI's ability to handle holiday-related customer experience challenges. Yet, it's crucial to strike a balance. Join us for an exciting discussion on finding the right balance between technology and human touch. Learn how AI can enhance, not overshadow, the warmth of human connection during the festive season. Unveil the secrets to creating exceptional experiences for your teams and customers.
Sponsored by: Gladly
Roundtable B
1:15 pm - 2:00 pm Empower Customers Through People-Centered Design Stephen Pruden - CEO, Studio ScienceWe’re all striving to improve our customer experiences, but how often do you give your customers the tools they need to enhance every touchpoint they have with you? In this discussion, we’ll not only share how approaching CX with a focus of human-centered design breaks down silos within your organization, but also dive into how you can bring human interaction back into AI-powered experiences for more empowered customers.
Sponsored by: Studio Science
2:00 pm - 2:30 pm
Business Meetings
2:30 pm - 3:00 pm
Business Meetings
2:30 pm - 3:00 pm
Business Meetings
3:30 pm - 4:00 pm
Brain Break!
Take some time to recharge with some logic puzzles, coloring, and light bites during this mid-afternoon networking break!
4:00 pm - 4:30 pm
CURIOUS CONVERSATIONS | Emerging Tech in Customer Experience: Friend or Foe?
Evan Shumeyko -
Head of Customer Experience,
Kinship (A Division of Mars Petcare)
Yiannis Antoniou - US Head of Data & AI/ML Consulting, BJSS
With the rise of AI across customer experience functions, businesses are grappling with the question of whether AI is a friend or foe. In this panel discussion, we'll bring together industry experts to debate the pros and cons of AI in customer experience. From the ethical usage of AI, to balancing human touchpoints with digitization, our panelists will weigh the benefits and drawbacks of these emerging technologies that continue to evolve and expand rapidly.
Sponsored by: BJSS
4:30 pm - 5:00 pm
BENCHMARKING SESSION | Joyful Meetings: Unlocking Meaningful Conversations for Complex Problem Solving
Erlin Kakkanad -
Director, Operations Excellence,
Principal Financial
We’re all in meetings all the time. Those who seem to get more out of life have
figured out how to put their meetings to work for them. This fun and interactive seminar will show how easy it is to make meetings joyful by enabling meaningful conversations no matter how complex the problems may be.
In this engaging session, learn how to move away from endless recurring meetings to decisive meetings and the role of a “decider.” Learn the master leadership facilitator techniques that Erlin Kakkanad has used to lead conversations with leaders and employees in their business transformation journey to move teams from mediocre outcomes to innovative solutions through highly engaging, fun, and creative thinking workshops and meeting designs.
5:00 pm - 5:30 pm
PANEL & Q+A | Action Customer and Business Insights: Turning Data into Strategy
Natalie Vasilyev -
Vice President, Customer Experience & Market Insights,
Elsevier
Marta Dalton - Senior Director, Product Management, Walgreens
Billy Collins - Head of Digital Strategy, Wipfli
In today's data-driven world, businesses have access to more customer and business insights than ever before. What separates successful companies from the rest is their ability to turn those insights into actionable strategies that drive growth and customer satisfaction. This panel discussion brings together industry experts to share their experiences on how they have successfully turned data into strategy. Panelists will discuss the challenges they have faced with interpreting data, how they use customer and business insights to drive key business decisions, and share best practices for implementing insights-driven strategies.
Sponsored by: Wipfli
