Insightful. Inspirational. Community-Oriented.
July 14-15, 2021 | Virtual Exchange
Day Two | Thursday, July 15th
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 | What Does a Return to Work in the Adjusted Normal Look Like?
Craig Bernero -
Senior Vice President, Infrastructure Solutions Group (ISG) Customer Experience Engineering,
Dell Technologies
As organizations continue to focus on a return to work and what that might look like, there are seemingly endless amounts of questions with very few answers. Which challenges and lessons learned from the pandemic should be applied going forward? What might a successful and engaging hybrid work environment look like? How can leadership play a pivotal role? Join this conversation as we take a deep dive into the future of work within the CX space.
Craig Bernero
Senior Vice President, Infrastructure Solutions Group (ISG) Customer Experience EngineeringDell Technologies
12:55 pm - 1:00 pm
EST
Live Q&A
Craig Bernero -
Senior Vice President, Infrastructure Solutions Group (ISG) Customer Experience Engineering,
Dell Technologies
Craig Bernero
Senior Vice President, Infrastructure Solutions Group (ISG) Customer Experience EngineeringDell Technologies
1:00 pm - 1:35 pm
EST
Interactive Panel Discussion | Enhance CX through Customer Research, Prototyping and Human-Centered Design
Yuhgo Yamaguchi -
Head of Design Strategy,
Fidelity Investments
Doug Stover - Vice President, Global Head of Innovation, Alexion Pharmaceuticals
As organizations focus more efforts on improving their CX, many have found human-centered design to be an effective method to create ideal customer experiences. Join this session as we discuss how to use design thinking principles to design new ideal customer journeys, accelerate cultural change in your organization, and apply customer-centric thinking to every customer interaction.
1:40 pm - 2:00 pm
EST
Benchmarking Session | Design Thinking for Fueling Curiosity & Transformation
Stephanie Crase-Moritz -
Chief Marketing & Communications Officer,
American Dental Association
Achieving holistic, top-down organizational buy-in of Design Thinking is undoubtedly a steep mountain to climb. Activating tangible transformation in a traditional, siloed environment demands curiosity for change and enthusiasm to embark on such a journey, especially when working in largely remote environments. Join Stephanie as she uncovers how to apply best practices to get your team engaged and excited, initiate effective, hands-on learning experiences and connect your C-suite to the customer to accelerate transformation.
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
3:05 pm - 3:10 pm
EST
Transition Break
3:10 pm - 3:55 pm
EST
Interactive Roundtable Discussion | How to Leverage VoC Insights That Resonate in Today’s Era of CX
Brian Cantor -
Principal Analyst & CCW Digital Director,
Customer Management Practice
Join this interactive discussion as we learn best practices around leveraging an effective Voice of the Customer program, and better understanding what matters most as we think about customer insights, interactions, feedback and expectations.
