DAY 2 Tuesday | October 29
7:50 am - 8:20 am
Networking Breakfast
8:20 am - 8:30 am
Chairperson's Opening Remarks
8:30 am - 9:00 am
EXPERT INSIGHT | Fostering the Symbiotic Relationship of Employee & Customer Experience
Tonya Barkley -
Chief Employee Experience & Workforce Development Officer,
U.S. Department of Veterans Affairs
Developing your employees to deliver exceptional service experiences is essential as a leader. Your employees are crucial to providing better customer experiences, running things efficiently, and facilitating growth. Focus on training and developing your staff to personalize the service experience with the right technology. Join this session to learn about f inding, hiring, training, and career pathing stellar employees.
Tonya Barkley
Chief Employee Experience & Workforce Development OfficerU.S. Department of Veterans Affairs
9:00 am - 9:30 am
ASK THE EXPERTS PANEL | The Evolution of Customer Service: From Reactive Support to Proactive Engagement
Marisa Smith -
Vice President of Customer Care,
Angi
Pamela Fusting - Director Of Operations, CX, State of Tennessee Department of Human Services
Duane Kingston - Assistant Vice President, Customer Experience & Operations, eMed Digital Healthcare
Brian Cantor - Principal Analyst & CCW Digital Director, Customer Management Practice
Join us for an insightful panel discussion on the transition from traditional customer service to proactive engagement strategies. We will delve into how businesses are employing predictive methods to anticipate and meet customer needs. Get valuable insights into using AI-powered chatbots, utilizing predictive analytics for proactive customer service, and implementing strategies to improve overall customer satisfaction and loyalty.
Key Takeaways:
- Harnessing Predictive Analytics: Explore the benefits of predictive analytics in anticipating customer needs and preemptively resolving issues, leading to enhanced customer satisfaction and retention.
- Strategies for Proactive Support: Discover effective methodologies for implementing proactive support strategies that not only resolve current issues but also anticipate future needs, fostering stronger customer relationships and loyalty.
Duane Kingston
Assistant Vice President, Customer Experience & OperationseMed Digital Healthcare
9:30 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
Gator Gathering Networking Break
11:30 am - 12:00 pm
MASTERCLASS | CUSTOMER INTELLIGENCE PLATFORMS: Transform Your Data Strategy to Drive Impactful Results
Jason Ten-Pow -
CEO & Founder,
bespokeCX
Sean Albertson - CEO, CX4Rocks
In this session, we’ll explore the changing industry of Customer Experience (CX). As traditional methods lose effectiveness, CX leaders face the challenge of staying at the forefront of actionable customer insights. Today’s customers make decisions based on how they feel during interactions with a brand, so understanding these emotions is key to building stronger relationships and driving loyalty. To lead in CX, it’s crucial to access and analyze real-time data. Together, we’ll explore the tools and strategies that empower CX leaders to create lasting, impactful experiences for their customers.
What you’ll learn from this session:
- How transformational businesses today integrate behavioral AND emotional data at scale
- How to effectively turn data into prioritized actions
- How customer intelligence platforms overcome the growing challenges for CX teams
Sponsored by: bespokeCX
12:00 pm - 1:00 pm
Tropical Breeze Luncheon
This interactive roundtable will challenge conventional approaches to omnichannel CX strategies, rethinking how technology and human touch work together to deliver exceptional results. While technology is a crucial enabler of efficiency, this discussion will emphasize the pivotal role top-performing agents play in driving satisfaction, retention, and revenue. By leveraging their unique abilities to create meaningful, empathetic connections with customers, businesses can boost their CX performance. Attendees will explore how to craft customer experiences that prioritize human connection while still benefiting from technological advancements, ultimately enhancing both agent and customer experiences.
- Understand the growing demand for hyper-personalization and how agents, supported by technology, can play a critical role.
- Investigate the link between emotionally connected agents and better customer experiences.
- Leverage technology to provide ongoing training and performance insights that help agents stay connected to the customer's emotional journey.
Sponsored by: IA Call Center
Frederick Parkinson - Consulting Director, CX Center of Excellence, Tech Mahindra
Shrish Mishra - VP Business Development | Americas Strategic Verticals, Tech Mahindra
As CX leaders navigate a rapidly evolving tech landscape, it's crucial to craft a strategic playbook that balances innovation with simplicity. In this interactive roundtable session, participants will explore the most effective approaches to decluttering technology stacks, optimizing AI-driven solutions, and unlocking the value of customer experience through cutting-edge tools.
Topics explored include:
- Decluttering Tech for Simplicity
- Build vs. Buy vs. Co-Create
- The Value Chain of Tech and Matrices
- AI | Analytics | Agent Assist | DPM – Art of the Possible
- Customer Experience through the Lens of AI
- CX Monetization
Sponsored by: Tech Mahindra
1:45 pm - 3:15 pm
Business Meetings
3:15 pm - 3:45 pm
Citrus City Connections Mixer
Take some time to recharge with some logic puzzles, coloring, and light bites during this mid-afternoon networking break!
3:45 pm - 4:15 pm
KEYNOTE | Employee Activation: Empower the Frontline to Utilize Customer Feedback
Sasha Fard -
Country Lead, Customer Experience Management,
Capital One
Organizations are undergoing transformation with AI advancement in every industry, increasing pressure to boost productivity and competition, driving faster innovation. Employees seek a say in business decisions, offering a unique opportunity for organizations to leverage their ideas and feedback, driving business change.
This is when employee activation becomes crucial. Join Sasha Fard to explore how organizations can encourage employees to generate and propose ideas and solutions to influence business strategies, develop customer solutions, improve productivity, and ultimately, empower the frontline to utilize customer feedback.
4:15 pm - 4:45 pm
EXPERT INSIGHT | Calculating and Communicating The Value of CX
Laura Turner -
Vice President Customer Experience,
alphabroder
It is widely recognized that customer experience is not just a trend; it is a strategic necessity for sustained growth and success in today's market. But how do companies justify the investment that is needed? To effectively calculate the ROI of CX, companies may need to adopt a comprehensive approach that combines qualitative and quantitative metrics, focuses on long-term impact, and regularly reviews and adjusts their methods based on evolving customer needs and market conditions.
- Targeting long term impact AND communicating short term wins
- Data collection and analysis – engaging the internal partners you need
- Leaning into the less tangible
- VoC and the annual planning cycle
4:45 pm - 5:15 pm
KEYNOTE | Fostering Exceptional CX Within Forbes
Traci Lamm -
Senior Director of Customer Support,
Forbes
In this captivating session, Traci delves into her unorthodox journey into the realm of CX, emphasizing the crucial necessity of focusing educationally on CX careers from an early age. She sheds light on Forbes’ strategies for continuous CX transformation and the seamless integration of technology and analytics.
She also underscores the company’s approach to crafting unforgettable customer experiences and the pivotal role of community engagement in shaping her career. Join us as we unveil her insights, experiences, and vision for cultivating exceptional CX within Forbes and the industry.
