Exchange Day 1

9:45 am - 10:15 am Exchange Registration

10:15 am - 10:30 am Welcome Orientation

10:30 am - 10:40 am Thoughtexchange App Introduction

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 - Looking Beyond Technological Disruption

Claudiu Coltea - Enterprise Head of Customer Experience, Travelers
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Claudiu Coltea

Enterprise Head of Customer Experience
Travelers

11:30 am - 12:00 pm Industry Insight “Let’s Give ‘em Something to Talk About” – The Power of Engaging the Employee Voice

12:00 pm - 12:45 pm Networking Brunch

Masterclass

12:45 pm - 1:15 pm Align Organizational Goals through Customer Journey Mapping

Masterclass

12:45 pm - 1:15 pm Use Gamification, Microlearning and Real-Time Feedback to Empower and Engage

Masterclass

1:15 pm - 1:45 pm Data and Metrics: The Humanized Approach to Customer Experience Management

Masterclass

1:15 pm - 1:45 pm Integrating Bots and Brains to Transform the Customer Experience

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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Jerry Pasierb

VP, Retail Lending Customer Experience , Strategy & Analytics
PNC

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Chris Barlow

VP, Mobile Banking
WebsterBank

4:15 pm - 4:45 pm Business Meetings

4:45 pm - 5:15 pm Business Meetings

5:15 pm - 5:45 pm Industry Insight - From Roadblocks to Roadmaps: A Working Session to Get You Unstuck

5:45 pm - 6:00 pm Comfort Break


Wine-O- Clock Group Discussions

Roundtable 1

6:00 pm - 6:45 pm Digital Experience

Roundtable 2

6:00 pm - 6:45 pm Employee Engagement

Roundtable 3

6:00 pm - 6:45 pm Customer Journey Mapping

Roundtable 4

6:00 pm - 6:45 pm Retention and Loyalty

6:45 pm - 7:45 pm Cocktail Reception