Insightful. Inspirational. Community-Oriented.
May 4-6, 2020
Omni Interlocken Hotel, CO
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
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 MappingMasterclass
12:45 pm - 1:15 pm Use Gamification, Microlearning and Real-Time Feedback to Empower and EngageMasterclass
1:15 pm - 1:45 pm Data and Metrics: The Humanized Approach to Customer Experience ManagementMasterclass
1:15 pm - 1:45 pm Integrating Bots and Brains to Transform the Customer Experience1:45 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
3:45 pm - 4:15 pm
Industry Panel - FinServe : CX Luminaries
Jerry Pasierb -
VP, Retail Lending Customer Experience , Strategy & Analytics,
PNC
Chris Barlow - VP, Mobile Banking, WebsterBank
