Exchange Day 2

11:10 am - 11:20 am Virtual Lobby Opens & Welcome Orientation

11:20 am - 11:30 am Chairperson’s Opening Remarks

11:30 am - 12:00 pm Benchmarking Session - CX Journeys that Yield Emotional Connection

Julio Badin - Senior Vice President Customer Experience, Dallas Fort Worth International Airport
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Julio Badin

Senior Vice President Customer Experience
Dallas Fort Worth International Airport

11:50 am - 12:00 pm LIVE Q&A

12:00 pm - 12:30 pm Industry Insight - Integrate Bots and Brains to Transform the Customer Experience

12:20 pm - 12:30 pm LIVE Q&A

12:30 pm - 1:30 pm Lunch & Learn

During this interactive luncheon, you’ll have the opportunity to choose a topic and participate in a small group discussion. 

1:00 pm - 1:30 pm Business Meetings

1:35 pm - 2:05 pm Business Meetings

2:05 pm - 2:15 pm Comfort Break

Interactive Roundtable Discussion

Roundtable 1

2:15 pm - 2:45 pm Empathy and Human-Centered Design

Roundtable 2

2:15 pm - 2:45 pm Measure CX Performance: Looking Beyond NPS

Interactive Roundtable Discussions

Roundtable 1

2:45 pm - 3:15 pm Design An Omnichannel Support

Roundtable 2

2:45 pm - 3:15 pm Improve VoC Collection for the Future

3:15 pm - 3:20 pm Day Two Wrap Up