Exchange Day 2

8:00 am - 8:20 am Networking Breakfast

8:20 am - 8:30 am Chairperson’s Opening Remarks

8:30 am - 9:00 am Benchmarking Session: Delivering Customer Centricity In-Store and Online

Frank Hamlin - EVP, Chief Customer Officer, GameStop
img

Frank Hamlin

EVP, Chief Customer Officer
GameStop

9:00 am - 9:30 am Industry Insight: How To Turn Customer Insights Into Business Results

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

TRACK A

11:30 am - 12:00 pm Incorporating Machine Learning and AI to Stay Relevant

TRACK A

12:00 pm - 12:30 pm If You Cracked the Code on Motivation, What Couldn't You Do?

TRACK B

11:30 am - 12:00 pm Unlocking New Value Through Experience Mapping

TRACK B

12:00 pm - 12:30 pm Using Conversational AI Virtual Assistants to improve the customer experience
Manny Rodriguez - Chief Marketing, Experience & Customer Officer, UCHealth
img

Manny Rodriguez

Chief Marketing, Experience & Customer Officer
UCHealth

12:30 pm - 1:30 pm Networking Lunch

Afternoon Tea Roundtable Discussion

Roundtable 1

1:30 pm - 2:15 pm User Research as an Input to Experience Design Strategy
Michael Pezzicola - Head of Commercial, JetBlue Travel Products
img

Michael Pezzicola

Head of Commercial
JetBlue Travel Products

Roundtable 2

1:30 pm - 2:15 pm Digital First – Not Digital Only: Getting to the Core of the Customer Experience
Jason Dupuis - Patient Experience Officer, PM Pediatrics
img

Jason Dupuis

Patient Experience Officer
PM Pediatrics

Roundtable 3

1:30 pm - 2:15 pm Designing Frictionless Journeys in an Age of Patient Consumerism
Denise Schoen - Chief Patient Experience Officer, Baystate Health
img

Denise Schoen

Chief Patient Experience Officer
Baystate Health

Roundtable 4

1:30 pm - 2:15 pm Leverage AI to Build Better Customer Experiences
Colin Crowley - VP, Customer Experience, Freshly Inc.


img

Colin Crowley

VP, Customer Experience
Freshly Inc.

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Business Meetings

3:45 pm - 4:15 pm Networking Break

TRACK A

4:15 pm - 4:45 pm Project Analysis: Design Customer Journey Mapping with Empathy
Phillip Dzialo - DVP Client Experience & Innovation, ADP
img

Phillip Dzialo

DVP Client Experience & Innovation
ADP

TRACK A

4:45 pm - 5:15 pm Project Analysis: Create a Unified Brand Experience Around your B2B2C Business
Geriel Thornburg May - Worldwide Head of Customer Experience, Lenovo
img

Geriel Thornburg May

Worldwide Head of Customer Experience
Lenovo

TRACK B

4:15 pm - 4:45 pm Project Analysis: How Do You Create a Culture of Accountability for Service Behaviors?
Brian Carlson - Director Patient Access and Experience, Vanderbilt University Medical Center
img

Brian Carlson

Director Patient Access and Experience
Vanderbilt University Medical Center

TRACK B

4:15 pm - 4:45 pm Project Analysis: Understand Your Data - Gaining a Holistic View of the Customer
Katie Catlender - Head of Customer Experience, Strategy & Operations, BCBS Massachusetts
img

Katie Catlender

Head of Customer Experience, Strategy & Operations
BCBS Massachusetts

5:15 pm - 5:30 pm Comfort Break

5:30 pm - 6:00 pm Project Analysis: The Closure of the Patient Centered Care Knowledge Gap – In the Moment Support For Patients and Staff

Maureen Fagan - Chief Experience Officer, University of Miami, Miller School of Medicine
img

Maureen Fagan

Chief Experience Officer
University of Miami, Miller School of Medicine

6:00 pm - 6:30 pm Benchmarking Session: The AI Opportunity: Define Real Patient Value through the Patient’s Lens

Bharat Tewarie - Executive Vice President and Chief Marketing Officer, UCB
img

Bharat Tewarie

Executive Vice President and Chief Marketing Officer
UCB

6:30 pm - 7:00 pm Cocktail Reception