Day 2: Thursday, May 20th

All times listed in EST

11:00 am - 11:30 am EST Business Meetings

11:30 am - 11:35 am EST Transition Break

11:35 am - 12:05 pm EST Business Meetings

12:15 pm - 12:25 pm EST Virtual Lobby Opens & Welcome Orientation

12:25 pm - 12:30 pm EST Chairperson’s Opening Remarks

12:30 pm - 12:55 pm EST FIRESIDE CHAT: Striking the Balance Between CX and Business Value

Yuko Araki - Vice President, AARP Experience Change Capability & Metrics, AARP

Yuko leads the Customer Experience metrics team at AARP to better define and measure success in a balanced way at the crossroads of customer experience and business outcomes. This session will discuss how balanced scorecards using CX metrics can tell us what customers are feeling during their journey as well as the results of that experience. This well-rounded story provides powerful insights to achieve balance between enhancing customer experiences and delivering business results. 


Yuko Araki

Vice President, AARP Experience Change Capability & Metrics

12:55 pm - 1:00 pm EST LIVE Q&A

1:00 pm - 1:25 pm EST INTERACTIVE PANEL DISCUSSION: Enhance Customer Experience through Journey Mapping and Experience Design

Journey maps are more than just a handy visualization tool for rooting out gaps and pain points in the customer experience. Join this panel as we discuss how to address stumbling blocks that create undue effort in the journey while better understanding the underlying intent driving customer interactions. Learn how to design effortless journeys that yield lasting loyalty and sustainable growth. 

1:25 pm - 1:30 pm EST LIVE Q&A

1:30 pm - 1:40 pm EST IGNITE SESSION: The Importance of AI and IoT in B2B eCommerce

Digital transformation is a journey, not a destination. The key for all B2B companies is to constantly look for better ways to serve customers and provide quality self-service options. Jason will discuss how to provide relevant content and increase the number of channel opportunities to make artificial intelligence a functional driver of results.

1:40 pm - 1:45 pm EST LIVE Q&A

1:45 pm - 1:55 pm EST IGNITE SESSION: Transform Patient Services to Engage, Motivate and Drive Patient Loyalty

Patients are more interested than ever in taking ownership over their healthcare experience. Digital Health has become a necessity to support individuals along their patient journey. In this session, Doug will discuss:

  • Predict behavioral causes of patient’s treatment journey
  • Using patient engagement and education technologies to improve communication and experience
  • Innovative digital tools to improve patient loyalty 

1:55 pm - 2:00 pm EST LIVE Q&A

2:00 pm - 2:30 pm EST Business Meetings

2:30 pm - 2:35 pm EST Transition Break

2:35 pm - 3:05 pm EST Business Meetings

Interactive Roundtable Discussions

3:10 pm - 3:55 pm EST INTERACTIVE ROUNDTABLE DISCUSSION: VoC: How to Capture Key Customer Feedback to Identify Fracture Points

The ability to collect, analyze and act on available data is increasingly vital to any customer-centric success. Companies must learn how to initiate meaningful conversations with consumers and tailor communication catering to unique interests and behaviors. Join this group as we discuss key strategies for building a customer-centric, data-driven operating environment.

3:55 pm - 4:00 pm EST Exchange Concludes