May 15 - 17, 2024 | Marriott Grand | St. Louis, MO
DAY 1 | Wednesday, May 15
All times listed in CDT
9:00 am - 9:30 am
CDT
Exchange Check In
9:30 am - 10:00 am
CDT
Exchange Orientation + Opening Remarks
10:00 am - 10:30 am
CDT
KEYNOTE: "Harmonizing Digital Transformation: Infusing Customer-Centricity into AT&T's Digital Tools Evolution"
Stuart Dunleavy -
Head of Customer Growth and Retention,
AT&T
This presentation will explore the strategic integration of digital tools within AT&T's operations, emphasizing the importance of maintaining a customer-centric approach throughout the transformation journey. Staurt will delve into the innovative digital solutions employed by AT&T to enhance the customer experience, discussing how these tools are not just technological advancements but essential elements in fostering meaningful and customer-focused interactions. Through real-world examples and case studies, the presentation aims to showcase how AT&T successfully navigates the evolving digital landscape while keeping the customer at the forefront of its operations. Participants will gain insights into the delicate balance between technological innovation and preserving a customer-centric ethos, ensuring a seamless and satisfying experience for AT&T's diverse customer base.
10:30 am - 11:00 am
CDT
PANEL + QA: "Customer Retention Strategies in a Competitive Landscape"
Michael Bair -
SVP, Customer Experience,
FIGS Inc
Stuart Dunleavy - Head of Customer Growth and Retention, AT&T
Heather Gillbanks - Vice President Customer Service & Customer Experience, Herff Jones
Data and measuring tools are the cornerstones of successful CX strategies, with the potential to drive financial success for businesses. In this talk, we explore how to leverage data and measuring tools to enhance customer experiences and boost your bottom line. Dive into the world of customer journey analytics, NPS scores, and predictive modeling, and learn how to transform customer insights into actionable strategies. Discover the ROI of implementing these tools and strategies and the long-term financial benefits of prioritizing CX. Join us to unlock the secrets to using data and measuring tools effectively in the CX industry, helping you achieve financial success while delighting your customers. Moderated by Donna Reed, Chief Revenue Officer, InteLogix
11:00 am - 11:30 am
CDT
PANEL + QA: "Human-Centric Design: Building Experiences for Enhanced Engagement"
Heramb Dandekar -
Global Director, User Experience (Cross-brand Strategy & Execution),
Whirlpool Corporation
Tope Sadiku - Global Head of Digital Employee Experience, Kraft Heinz
This session will uncover the transformative power of viewing design through a human-centric lens. Our panel of industry leaders will share real-world case studies and effective strategies to ensure design choices resonate deeply with user needs and aspirations. Discover how marrying empathy with design can lead to greater customer satisfaction and lasting loyalty across diverse industries
Heramb Dandekar
Global Director, User Experience (Cross-brand Strategy & Execution)Whirlpool Corporation
11:30 am - 12:15 pm
CDT
Architects of Networking Luncheon
Enjoy a flavorful break with our corporate lunch, where delicious dishes meet productive discussions, setting the stage for networking and collaboration.
12:30 pm - 2:00 pm
CDT
Business Meetings
2:00 pm - 2:15 pm
CDT
Comfort Break
Take a breather during this brief interlude before getting back into our sessions!
Solution Showcase
2:15 pm - 2:45 pm Solution Showcase: "Stop Buying Mouse Traps to Fix Your CX Problems"If you have a home infestation, you could just go out and buy more expensive traps. Or you could get to the root of the issue and fix the problem for good. The same goes for your customer experiences. In this session, we will show you how to remove the root causes of friction within your organization to enhance the overall customer and employee experiences.
Key Takeaways:
- Using intelligence from your customers and employees to fix CX problems associated with your products and services.
- Leveraging the wealth of data and CX insights to unite everyone across functions to keep stakeholders and teams aligned on goals.
- Improving retention, brand perception, and loyalty, all while lowering business costs.
2:45 pm - 3:15 pm
CDT
Mississippi Mixer Networking Break
3:15 pm - 3:45 pm
CDT
PANEL + QA: TBD
Lisa Griffin -
Chief Consumer Officer,
University Hospitals
Brandon Darrington - Senior Director of Ambulatory Access & Strategy, University Hospitals
3:45 pm - 4:45 pm
CDT
Business Meetings
4:45 pm - 5:00 pm
CDT
Comfort Break
Take a breather during this brief interlude before getting back into our sessions!
Roundtable A
5:15 pm - 6:00 pm Roundtable A | "Customer Retention Strategies in a Competitive Landscape"Share insights on effective strategies for retaining customers in competitive markets, focusing on loyalty programs, personalized incentives, and relationship-building.
Sponsored by: RingCentral
Roundtable B
3:15 pm - 4:00 pm Roundtable B | "Building Customer Trust in the Age of Data Privacy"Discuss the critical importance of customer trust in the era of data privacy concerns and outline strategies for transparent and ethical data handling practices.
6:00 pm - 8:00 pm
CDT
Blues City Dinner Reception
Sponsored by: Studio Science
