Wednesday, February 17: Exchange Day 1

All times are in EST.

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

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

12:30 pm - 12:55 pm EST BENCHMARKING SESSION: Bringing Your Customer Vision to Life

Amy Shioji - Head of Customer Experience & Insights, Strategic Education

Head of Corporate Strategy, Customer Experience and Insights (CXI) at Strategic Education, Inc., Amy serves as a catalyst for the company’s customer experience strategy and culture. In this session, Amy shares how to both create and enable your customer vision throughout the organization, and the role of insights and design in driving improved focus and discipline in CX delivery. 

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Amy Shioji

Head of Customer Experience & Insights
Strategic Education

1:00 pm - 1:30 pm EST INDUSTRY INSIGHT: Humanizing Your Net Promoter Score: Blowing Sh*t Up without Obsessing over the Metrics

Shawn Nason - Founder, CEO & Chief Disruptor, MOFi

Achieving an industry-leading NPS requires an omnichannel strategy with a carefully crafted cadence of quality indicators, production metrics, and incremental reports, right? Actually, it doesn’t have to be that way. What if you obsessed over people instead of the metrics? Come engage the recent experiences of a major retailer who blew the sh*t out of their NPS scores by doubling down on humanizing their employee and customer experience instead of focusing on the numbers.


In this session, we will:

Engage insights discovered through a non-traditional approach to increasing NPS

Explore simple, creative avenues for embracing and designing for the hearts, minds, and souls of employees and customers

Rethink where and how to focus leadership bandwidth for improved NPS results

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Shawn Nason

Founder, CEO & Chief Disruptor
MOFi

1:30 pm - 2:00 pm EST INTERACTIVE ROUNDTABLE DISCUSSION: How To Increase Customer Lifetime Value

Anuraag Verma - VP, Customer Development, Feedback Loop

Customer needs aren’t static. To retain customers, companies need a way to keep track of rapidly changing needs. By understanding customer's unspoken and unmet needs - at every touchpoint from first-time interaction to post-purchase support - companies can create truly valuable customer experiences. Join this roundtable discussion on practical approaches to keeping pace with ever-changing customer needs, and delivering high-impact customer experiences.

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Anuraag Verma

VP, Customer Development
Feedback Loop

2:00 pm - 2:10 pm EST Comfort Break

2:10 pm - 2:40 pm EST Business Meetings

2:40 pm - 2:45 pm EST Transition Break

2:45 pm - 3:15 pm EST Business Meetings

3:15 pm - 3:30 pm EST Comfort Break

3:20 pm - 3:50 pm EST INTERACTIVE ROUNDTABLE DISCUSSION: Strategies in Humanizing AI-Powered, Customer Facing Interactions

Shadi Baqleh - COO, Deepgram

This group discussion will uncover how to integrate technology with humans to augment capability. What technologies can we use to automate contact resolution without losing the "personal touch" that many companies try so hard to maintain?

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Shadi Baqleh

COO
Deepgram

4:30 pm - 4:45 pm EST Day One Wrap-up