Insightful. Inspirational. Community-Oriented.

November 4-5, 2020
Virtual | Online

Exchange Day 1

10:00 am - 10:30 am Exchange Registration

10:30 am - 10:40 am Welcome Orientation

10:40 am - 10:50 am Chairperson’s Opening Remarks

10:50 am - 11:00 am Ice Breaker Activity

11:00 am - 11:30 am Benchmarking Session - Becoming Customer Centric with a Robust Customer Service Strategy

Scott Chilson - Vice President, Global Customer Experience, Johnson & Johnson
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Scott Chilson

Vice President, Global Customer Experience
Johnson & Johnson

11:30 am - 12:00 pm Project Analysis: Patient Engagement: A Retail Healthcare Approach

Chet Robson - Chief Clinical Officer, Walgreens
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Chet Robson

Chief Clinical Officer
Walgreens

12:00 pm - 12:45 pm Networking Brunch

TRACK A

12:45 pm - 1:15 pm Make Your Agents Shine - Use Gamification, Microlearning and Real-Time Performance Management to Empower and Engage

TRACK A

1:15 pm - 1:45 pm Start a digital dialogue: "Surprise and Delight" Re-imagined

TRACK B

12:45 pm - 1:15 pm Keeping up with Consumer and Agent Trends

TRACK B

1:15 pm - 1:45 pm Building Customer Admiration- A Catalyst for Experience Design


1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Networking Break

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Michael Pezzicola

Head of Commercial
JetBlue Travel Products

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Vishal Bhalla

Vice President & Chief Experience Officer
Parkland Hospital

4:15 pm - 4:45 pm Industry Insight - Operationalized Human Experience: Driving Business Outcomes by Putting Human Needs at the Center

4:45 pm - 5:15 pm Business Meetings

5:15 pm - 5:45 pm Business Meetings

5:45 pm - 6:00 pm Comfort Break

Wine-O- Clock Roundtable Discussion

Roundtable 1

6:00 pm - 6:45 pm VOC Reboot: Re-invigorating Your Program & Tackling the Challenges that Accompany a VOC Overhaul
Edward Hobart - Voice of the Customer Leader, Wells Fargo
Kimberly Meredith - Vice President, Voice of the Customer, Wells Fargo
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Edward Hobart

Voice of the Customer Leader
Wells Fargo

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Kimberly Meredith

Vice President, Voice of the Customer
Wells Fargo

Roundtable 2

6:00 pm - 6:45 pm Empower Employee Engagement and Productivity with Unified Communications and Collaboration Solutions
Manuel Christoffel - Chief Customer Officer, Woom bikes USA
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Manuel Christoffel

Chief Customer Officer
Woom bikes USA

Roundtable 3

6:00 pm - 6:45 pm Strategy to Execution - Build a Consumer Experience Strategy and Execution Plan & Process to Drive Priorities
Charlene Foley - Head of Consumer Experience, Blue Cross and Blue Shield of North Carolina
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Charlene Foley

Head of Consumer Experience
Blue Cross and Blue Shield of North Carolina

6:45 pm - 7:15 pm Cocktail & Dinner Reception