Agenda

DAY 1 Wednesday | July 17

Group 1

9:30 AM CDT Exchange Check-In

10:30 AM CDT KEYNOTE: CMP RESEARCH SIGNATURE STUDY: The Self-Directed Customer: Changing Customer Expectations & How to Meet Them


Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research’s latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.Brian Cantor Managing Director CCW Digital

Brian Cantor
Brian Cantor Principal Analyst & CCW Digital Director Customer Management Practice

11:00 AM CDT KEYNOTE: "Innovating from the Inside Out: Cultivating a Customer-Centric Culture at Mastercard"


Explore how Mastercard is transforming its organizational culture to prioritize customer-centric innovation. This session delves into strategies and best practices that foster an environment where customer needs and insights drive innovation processes. Learn how cross-functional collaboration, cutting-edge technology, and a relentless focus on the customer experience are integral to Mastercard's approach. Attendees will gain valuable insights on cultivating a culture that not only embraces innovation but also ensures that it resonates with and benefits customers.

Cindy Chastain
Cindy Chastain SVP, Global Customer Experience & Design MasterCard

12:30 PM CDT PANEL Q+A: "Adapting to Change: Customer Loyalty Amid Evolving Expectations"


To keep up with the ever-changing needs of customer experience (CX), understanding what drives modern customer loyalty is essential for businesses striving to build lasting relationships with their customers. This session will delve into the intricacies of contemporary customer loyalty, exploring the factors influencing customer behavior and strategies to cultivate genuine loyalty in today's dynamic marketplace.

Elizabeth Dominicci-Greer
Elizabeth Dominicci-Greer Vice President of Customer Success TriNet
Katherine Ketter
Katherine Ketter Assistant Vice President, Customer Experience Jefferson Health Plans

1:30 PM CDT Business Meetings

3:30 PM CDT Interactive Discussion: "Transforming Customer Experience with AI: From Basics to Breakthroughs"


Join us for an engaging round table where we dive into the exciting world of AI and its game-changing impact on customer experience (CX). This isn't just another lecture — it’s an interactive discussion packed with real-life examples, debates on the latest market technologies, and brainstorming sessions on how to tackle common challenges.

4:15 PM CDT Business Meetings

5:15 PM CDT Memphis Mixer


Shake, Rattle, and Network during this break!

5:30 PM CDT KEYNOTE: "Transforming a Blue-Collar Industry: Boosting technology to solve customer urgency, conversion, and CX in home services"


In Home Services, it’s the little details on the front and back ends of customer journeys that cause the most trouble. But the little details should not interfere with the exceptional service to the customer’s home. Groundworks believes customer experience is a competitive advantage in an industry known for poor communication, difficulty to schedule, unfriendliness, and inability to keep promises. Learn how valuable technology insights and technology transformations have raised the level of customer satisfaction throughout the journey and led to double digit growth year after year for Groundworks.

Carey Stoker
Carey Stoker Senior Vice President, Customer Experience Groundworks

DAY 2 Thursday | July 18

Group 1

8:30 AM CDT KEYNOTE: “The Art of Experience Design"


Learn how the Nation's art museum connects the dots between the artistic world and the realm of customer experience. Eric Bruce, CXO at the National Gallery of Art, will discuss the parallels between the creative process of artists and the strategies employed by the first CX office in the museum’s history. This talk offers fresh insights and a different perspective on customer experience, leadership, innovation, and adaptability. It will draw upon artistic fundamentals and share examples of navigating complex power dynamics, embracing new mediums and technology, and seeking unconventional, transformative ways to tackle contemporary business challenges in today's ever-changing landscape.

Eric Bruce
Eric Bruce Chief Experience Officer National Gallery of Art

9:00 AM CDT PANEL Q+A: "CX Metrics That Matter: Going Beyond NPS"


Move beyond Net Promoter Score (NPS) and explore a comprehensive approach to measuring customer experience. This session will guide you through identifying and leveraging key metrics that truly reflect the success and effectiveness of your CX initiatives. Learn how to gain actionable insights and drive meaningful improvements.

Jonathan Bowers
Jonathan Bowers Global Customer Sucess Operations Lead Rockwell Automation
Elizabeth Dominicci-Greer
Elizabeth Dominicci-Greer Vice President of Customer Success TriNet

10:00 AM CDT Business Meetings

11:30 AM CDT Panel Q+A: “Mastering Omnichannel Strategies for Seamless Customer Journeys”


Unlock the potential of an omnichannel approach to create unified and consistent customer journeys. Tailored for leaders, this session will delve into integrating diverse channels—social media, mobile apps, websites, and in-store experiences—into a cohesive customer experience strategy. Our expert panel will share insights on synchronizing customer interactions across multiple platforms, leveraging data to personalize the customer journey, and utilizing technology solutions for real-time engagement. Attendees will learn best practices, explore real-world success stories, and address common challenges, ensuring a smooth and engaging customer experience at every touchpoint while staying ahead of emerging trends in omnichannel CX.

Thomas Matesic
Thomas Matesic Vice President, Admissions Contact Center Universal Technical Institute
Katherine Ketter
Katherine Ketter Assistant Vice President, Customer Experience Jefferson Health Plans

12:00 PM CDT "Rock 'n' Roll Refresh"


Recharge your conversations with Memphis flair during this Networking Lunch

Roundtable A

12:00 PM CDT Interactive Discussion A: "Navigating Innovation at DFW Airport: Balancing Risk, Technology, and Culture"


  • Paul Puopolo - Executive VP of Innovation - Dallas Fort Worth International Airport

Join Paul Puopolo, Executive Vice President of Innovation and Enterprise Analytics at Dallas Fort Worth International Airport, for an in-depth workshop on driving innovation in a high-stakes environment. Learn how DFW Airport balances risk and innovation through an evolutionary approach, achieving immediate wins while addressing long-term challenges. Discover the critical role of worker mindset and open discussions in fostering a culture of innovation, and explore high-tech solutions like robotic cleaners, digital twins, and self-service bag drops. Engage with strategies for digital transformation and institutional change, ensuring your organization stays ahead of rapidly evolving consumer expectations.

Roundtable B

1:00 PM CDT Interactive Discussion B: Fired? Empowered? What AI Really Means For Employee Experiences


  • Brian Cantor - Principal Analyst & CCW Digital Director - Customer Management Practice

When chatbots were terribly unhelpful and automation tools were frustratingly limited, it was easy to downplay the fear that AI would replace agents.

What about now? With groundbreaking generative and conversational AI solutions seemingly emerging every day, it may be time to reconsider how the AI revolution will transform the contact center employee experience.

Should you still subscribe to the adage that AI will simply augment rather than replace agents? Or, is it time to accept the fear of job loss as legitimate? New CCW Digital research provides the answers, and you’ll get them and more in this interactive session. Topics include:

Facing the Fear: New research on whether CX agents and leaders truly believe AI will impact contact center headcounts

Defining Future Work: The truth about the “AI for simple issues, agents for complex ones” adage

Rethinking Empowerment: Biggest ways AI will help – and hurt – the employee experience

Cultivating Next-Generation Agents & Supervisors: Skills employees will need to thrive in the evolving, AI-powered contact center

Automating Humanity: Blueprint for using technology to create a more empathetic, human-centric contact center team

1:45 PM CDT Business Meetings

3:15 PM CDT Graceland Gathering


Unwind like The King! Grab some refreshments and let’s have some rockin’ conversations before afternoon panels!

3:45 PM CDT PANEL Q+A: “Innovating Patient Experience Accessibility: The Role of Enterprise Digital Governance"


Join healthcare executives and industry experts for an engaging panel discussion on the critical intersection of patient experience accessibility innovation and enterprise digital governance. This session will explore how innovative approaches can improve patient access to healthcare services and the pivotal role digital governance plays in these advancements. Panelists will share insights on best practices for implementing governance frameworks that enhance patient experience, ensuring equitable and efficient care. Learn from industry experts about the latest trends and strategies for driving transformative improvements in patient accessibility through robust digital governance.

Stephen Framil
Stephen Framil Global Corporate Head of Accessibility Merck
Kathy Denton
Kathy Denton Director, Office of Patient Experience MD Anderson Cancer Center

4:15 PM CDT KEYNOTE: “How Career Architecture Can Improve Talent Acquisition and Employee Engagement"


Join us for a transformative session on where we'll explore the strategic integration of career pathing and skill development to enhance team member attraction and engagement. Discover innovative approaches to talent acquisition that align with your organization's long-term goals and learn how to foster a culture of continuous growth and opportunity that resonates with today's dynamic workforce. Don't miss out on the chance to redefine success in your organization through effective career architecture.

Jaysa Boyer
Jaysa Boyer Head, Employer Engagement Ultimate Medical Academy
Brandi Yates
Brandi Yates Associate Vice President of Learning and Development Ultimate Medical Academy

4:45 PM CDT PANEL Q+A: "Amplifying Customer Voices: Leveraging Digital Transformation for Innovation"


In today's rapidly evolving business landscape, digital transformation is not just about adopting new technologies; it's about reimagining the way we engage with our customers. This session delves into the intersection of digital transformation, innovation, and the voice of the customer (VoC). We'll explore how organizations can harness the power of emerging technologies to better understand, anticipate, and meet customer needs. From AI-driven analytics to real-time feedback mechanisms, we'll uncover practical strategies for leveraging digital tools to amplify the voice of the customer and drive meaningful innovation across the customer experience journey. Join us as we explore case studies, best practices, and actionable insights to empower your organization in the age of customer-centric digital transformation.

Neil Gomes
Neil Gomes Chief Digital Officer AmeriHealth Caritas
Paul Puopolo
Paul Puopolo Executive VP of Innovation Dallas Fort Worth International Airport
Aish Sinha
Aish Sinha Global Head, New Business Development TikTok

DAY 3 Friday | July 19

Group 1

9:00 AM CDT CANDID CONVERSATION: "Maximizing Customer Experience: ROI and Capital-Efficient Growth"


Join us for an insightful and candid conversation with George Alifragis as we explore the tangible return on investment (ROI) from AI and customer experience initiatives. This chat will delve into strategies for achieving significant growth while ensuring capital efficiency. Attendees will gain a comprehensive understanding of how enhancing customer experience and making the right AI investments can drive financial performance, improve customer loyalty, and foster sustainable business expansion. Learn practical approaches to measure and optimize CX and AI investments, ensuring your organization maximizes both customer satisfaction and profitability.

George Alifragis
George Alifragis Senior Vice President Metropolitan Partners Group

9:30 AM CDT Interactive Workshop: Passing the Torch: Career Advice and Mentoring for the Next Generation of CX Leaders


There’s a whole new generation of innovators who are ready and willing to step up in their place. During this workshop, attendees will hear from veteran advisory members and CXOs who are eager to share their best career advice, lessons learned, and expectations and predictions for the future of customer experience.

David Weisman
David Weisman Chief Experience Officer NYC Health + Hospitals
Paul Puopolo
Paul Puopolo Executive VP of Innovation Dallas Fort Worth International Airport

10:00 AM CDT Business Meetings

11:00 AM CDT Sun Studio Social


Mixing and Mingling Memphis Style

11:30 AM CDT KEYNOTE: Overcoming Content Creation Challenges: Crafting Purpose-Driven Content for an Enhanced Customer Connection


In today's competitive market, brands often struggle with creating content that resonates deeply with their audience. This session will explore the common hurdles faced in content creation and provide actionable strategies for developing purpose-driven content. By focusing on empathy and emotion, attendees will learn how to forge stronger connections with their customers. Join us to discover how to transform your content into a powerful tool for building lasting customer relationships.

Aish Sinha
Aish Sinha Global Head, New Business Development TikTok

12:00 PM CDT Exchange Concludes

Back To Top