Insightful. Inspirational. Community-Oriented.
July 14-15, 2021 | Virtual Exchange
Day One | Wednesday, July 14th
12:15 pm - 12:25 pm
EST
Virtual Lobby Opens & Welcome Orientation
12:25 pm - 12:55 pm
EST
Chairperson’s Opening Remarks
12:30 pm - 12:55 pm
EST
Fireside Chat | Connecting the Dots: Why Customer Value Equals Organizational Value
Aarthi Murali -
Chief Customer Experience Officer,
M&T Bank
There are countless tools, techniques and tactics that can be used to enhance the customer experience. However, amid the whirlwind of delving deep into those mechanics, teams and leaders can oftentimes lose sight of the bigger picture. How can you continue to ensure your organization is pivoting toward an environment of customer centricity beyond the technical strategies, and is leveraging this human-centered mentality as an engine for holistic growth? Join this session as we discuss the importance of tying customer value to organizational value and uncover what it truly means to be customer centric.
12:55 pm - 1:00 pm
EST
Live Q&A
Aarthi Murali -
Chief Customer Experience Officer,
M&T Bank
1:00 pm - 1:30 pm
EST
Interactive Panel Discussion | Leverage Digital Transformation to Improve Customer Experience and Efficiency
Kent Lawson -
Executive Director Brand & Customer Experience,
Blue Cross Blue Shield
Courtney Moore - Assistant Vice President of Terminal Experience, Dallas Fort Worth International Airport
Companies work hard to win new customers, but in today's competitive, on-demand and digital-first world, businesses must work even harder to keep them. Successful retention can be found at the crossroads of frictionless, digital customer interactions and data-driven personalization. This panel will discuss the tips and tricks for how your digital transformation strategy can better support consumer engagement, customer satisfaction, and ultimately the bottom line.
Courtney Moore
Assistant Vice President of Terminal ExperienceDallas Fort Worth International Airport
1:30 pm - 2:00 pm
EST
Benchmarking Session | Building a Global Customer Experience Organization Focused on Digital Transformation
Chris Kiley -
Head of Customer Experience, Boeing Global Services,
Boeing
Prioritizing frictionless, digital customer interactions, combined with data-driven personalization is crucial in order to continually win over consumers today. Join this session to learn how to use digital transformation in order to increase consumer engagement, customer satisfaction, and ultimately the revenue that it can provide.
2:00 pm - 2:30 pm
EST
Business Meetings
(Refer to your personalized itinerary for specific business meeting times)
2:30 pm - 2:35 pm
EST
Transition Break
2:35 pm - 3:05 pm
EST
Business Meetings
3:05 pm - 3:10 pm
EST
Transition Break
3:10 pm - 3:55 pm
EST
Interactive Roundtable Discussion | Transforming from Reactive to Proactive Product and Service Experiences by Leveraging AI/ML/DL
Craig Bernero -
Senior Vice President, Infrastructure Solutions Group (ISG) Customer Experience Engineering,
Dell Technologies
Crystal White - Director of Client Experience, ADP
This roundtable will provide guidance on establishing a clearer vision for successful CX and digital transformation while revealing how advanced AI, ML and DL technology can work to unite the organization and empower key stakeholders.
Craig Bernero
Senior Vice President, Infrastructure Solutions Group (ISG) Customer Experience EngineeringDell Technologies
3:55 pm - 4:00 pm
EST
Transition Break
4:00 pm - 4:30 pm
EST
Business Meetings
(Refer to your personalized itinerary for specific business meeting times)
