Exchange Day 2

12:00 pm - 12:30 pm Business Meetings

12:30 pm - 12:35 pm Transition Break

12:35 pm - 1:05 pm Business Meetings

1:05 pm - 1:15 pm Transition Break

1:15 pm - 1:30 pm Virtual Lobby Opens, Welcome Orientation & Opening Remarks

1:30 pm - 2:00 pm Benchmarking Session: Culture Changes - Empathy Across the Patient Experience Care Continuum

2:00 pm - 2:30 pm Industry Insight: Will 2021 Be the Year of CX as North Star?

2:30 pm - 3:00 pm Interactive Panel: Merging Man and Machine - The Future of Customer Experience is Conversational

3:00 pm - 3:10 pm Comfort Break

Interactive Discussion Group

3:10 pm - 3:40 pm Managing Hybrid Agents

Interactive Discussion Group

3:45 pm - 4:15 pm Digitize Customer Experience Without Sacrificing the Human Touch

Interactive Discussion Group

3:10 pm - 3:40 pm State of the Customer Journey

Interactive Discussion Group

3:45 pm - 4:15 pm Human-Centered Experience Design