Thursday, February 18: Exchange Day 2

All times are in EST.

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

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

12:30 pm - 1:00 pm EST BENCHMARKING SESSION: Understand Your Customers - Using Customer Experience Metrics to Drive Data-Driven Decision-Making

Alla Woodson - GM - Global Customer Experience, Integrated Supply Chain, GE Healthcare

Customers demand experiences that are simple and personal. By capturing data, creating insight and making those insights consumable, you can help employees make more informed decisions to improve the customer journey and experience. Join Alla as she discusses:

  • Drive operational excellence through data-driven customer success.
  • How to leverage the VoC to turn threats into opportunities
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Alla Woodson

GM - Global Customer Experience, Integrated Supply Chain
GE Healthcare

1:00 pm - 1:30 pm EST BENCHMARKING SESSION: Creating a Culture Where Employees Thrive and Customer Service Is Alive

Charles Ryan Minton - Bestselling Author and General Manager, Marriott Hotels

By providing your customers with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most organizations forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out. In this dynamic session, Ryan will share his key themes to cultivating a corporate culture that is both customer- and employee-centric.

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Charles Ryan Minton

Bestselling Author and General Manager
Marriott Hotels

1:30 pm - 2:00 pm EST FIRESIDE CHAT: How to Leverage Data and Insights to Place VOC at the Heart of Business Operations

Elizabeth Oates - Senior Director, Consumer Insights, Ulta Beauty

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 Elizabeth as we discuss key strategies for building a customer-centric, data-driven operating environment.

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Elizabeth Oates

Senior Director, Consumer Insights
Ulta Beauty

2:00 pm - 2:05 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 - 3:20 pm EST Comfort Break

3:20 pm - 3:50 pm EST INTERACTIVE ROUNDTABLE DISCUSSION: CX in the new normal: Why agility and collaboration are key to success in 2021

Christine Rimer - VP, Customer Experience & Advocacy, SurveyMonkey

In 2021, all eyes are on CX initiatives. From the acceleration of digital transformation for better customer experiences to the rise of retention as a leading metric, organizations are looking to CX teams to provide strategic direction that’s grounded in customer insights and data.


In this roundtable discussion Christine Rimer will read out GetFeedback's signature CX research report and discuss the conclusion that companies that are agile, customer-centric, collaborative, and holistic have fared better during COVID and are more resilient in the face of economic downturn. 

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Christine Rimer

VP, Customer Experience & Advocacy
SurveyMonkey

4:30 pm - 4:30 pm EST Exchange Concludes