May 15 - 17, 2024 | Marriott Grand | St. Louis, MO
DAY 2 | Thursday, May 16
7:30 am - 8:20 am
CDT
Networking Breakfast
8:20 am - 8:30 am
CDT
Chairperson’s Opening Remarks
8:30 am - 9:00 am
CDT
KEYNOTE | "The Power of Customer Centricity in Marketing Campaigns"
Jennfer Chou -
SVP of Marketing,
RocketReach
In a world overflowing with marketing messages, the true differentiator lies in putting the customer at the heart of your campaigns. This talk delves into the transformative impact of customer centricity in marketing, revealing strategies and insights to enhance engagement and drive tangible results. Explore the art of personalized content, tailored experiences, and data-driven segmentation, and learn how these techniques can captivate your audience. Discover how customer-centric marketing can foster loyalty, increase conversions, and generate long-term brand advocates. Join us to unlock the potential of putting the customer first and revolutionize your marketing campaigns.
9:00 am - 9:30 am
CDT
PANEL + QA: "Building a Longitudinal Customer Journey with Technology: From First Interaction to Lifelong Loyalty"
Charles Spence -
VP of Technology Strategy,
Cigna Healthcare
Tope Sadiku - Global Head of Digital Employee Experience, Kraft Heinz
Sunzay Passari - Sr Director & Head - Digital Innovation, UPS
In the age of technology, creating a comprehensive and dynamic longitudinal customer journey has never been more crucial for business success. This talk explores the art of building a customer journey that spans from the initial touchpoint to lifelong loyalty, leveraging cutting-edge technology. Discover how to map, analyze, and optimize customer interactions at every stage, from awareness to advocacy. Explore the role of AI, automation, and analytics in crafting a seamless and personalized journey. Join us as we unveil the power of technology in crafting experiences that leave a lasting impact and foster unwavering customer loyalty.
Sunzay Passari
Sr Director & Head - Digital InnovationUPS
9:30 am - 11:00 am
CDT
Business Meetings
11:00 am - 11:30 am
CDT
"Gateway Gathering": Networking Break
Historically, St. Louis was known as an important hub for commerce and trade, please join us to trade insights and experiences over snacks and refreshments during this networking break!
12:00 pm - 1:00 pm
CDT
Laclede Lunch
Enjoy a flavorful break with our corporate lunch, where delicious dishes meet productive discussions, setting the stage for networking and collaboration.
Roundtables
Roundtable A
1:00 pm - 1:45 pm Roundtable A | "Building the Contact Center Experience of the Future "Gain firsthand insights into how you can redefine the customer journeys, streamline self-service interactions, enhance the customer experience with intelligent features, and empower human-agents to deliver personalized standout experiences in today’s dynamic market. In this session, we'll explore the future of data-driven customer experience through the lens of data and AI. Our expert panel will guide discussions on:
• Unveiling cutting-edge approaches to data-driven innovation and future-proofing your CX strategies
• Data-led operations through right-shoring (i.e., skill, cost, location)
• Harnessing AI for predictive customer insights and personalized experiences
Sponsored by: EXL
Roundtable B
1:00 pm - 1:45 pm Roundtable B | "Measuring CX Success: Beyond NPS - Metrics that Matter"Discuss alternative metrics and key performance indicators (KPIs) to evaluate and measure the success of customer experience initiatives beyond the traditional Net Promoter Score.
1:15 pm - 1:45 pm
CDT
Cardinals Club: Networking Break
Join us for a brief networking break celebrating the St. Louis Cardinals baseball team, complete with ball park snacks and refreshments.
1:45 pm - 3:15 pm
CDT
Business Meetings
3:45 pm - 4:15 pm
CDT
PANEL + QA "Elevating Customer Contact: Strategies for Improvement and Personalization"
Orlando Gadea -
Global Vice President Customer Experience,
Stanley Black and Decker
T.S. Balaji - VP Digital & Customer Experience, Cox Communications
Sunzay Passari - Sr Director & Head - Digital Innovation, UPS
In an age of heightened customer expectations, delivering personalized and meaningful interactions is essential for building lasting relationships. This talk delves into the art of improving and personalizing customer contact, offering actionable strategies and insights to create memorable customer experiences. Explore the power of data-driven personalization, omni-channel engagement, and AI-driven recommendations. Learn how to harness these techniques to exceed customer expectations, boost loyalty, and drive business success. Join us as we unlock the keys to enhancing customer contact in the digital age.
Sunzay Passari
Sr Director & Head - Digital InnovationUPS
4:15 pm - 4:45 pm
CDT
PANEL + QA: "Balancing AI and Human Touch in Customer Experience"
Luke Williams -
Senior Director, CX Measurement & Insight Strategy,
Microsoft
T.S. Balaji - VP Digital & Customer Experience, Cox Communications
Explore the intersection of artificial intelligence and the human touch in crafting exceptional customer experiences. This panel discusses strategies for leveraging AI to enhance efficiency and personalization while maintaining the vital human connection that fosters trust and loyalty. Gain insights into achieving the perfect balance for a seamless and impactful customer journey.
4:45 pm - 5:15 pm
CDT
KEYNOTE: "Unveiling the Art of Customer Connection: Building Customer Empathy Through User Research"
Jonas Kong -
Head of UX Research,
Wish
Dive into the dynamic connection between User Research and Customer Experience (CX) in this illuminating presentation. We'll dissect how insights from user research form the foundation for crafting exceptional customer experiences. Explore practical examples, methodologies, and best practices that showcase how a harmonious relationship between user research and CX design can lead to more intuitive, engaging, and customer-centric products and services. Join us to understand the strategic alignment of these two critical disciplines and discover how their collaboration can redefine the landscape of user satisfaction and overall customer experience.
5:30 pm - 7:30 pm
CDT
Dinner Reception
Sponsored by: Five9
