Chief Experience Officer Exchange
DAY 1 Wednesday | July 17
9:30 am - 10:00 am
Exchange Check-In
10:00 am - 10:30 am
Exchange Orientation + Opening Remarks
10:30 am - 11:00 am
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
11:00 am - 11:30 am
KEYNOTE: "Innovating from the Inside Out: Cultivating a Customer-Centric Culture at Mastercard"
Cindy Chastain -
SVP, Global Customer Experience & Design,
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.
12:30 pm - 1:00 pm
PANEL Q+A: "Adapting to Change: Customer Loyalty Amid Evolving Expectations"
Elizabeth Dominicci-Greer -
Vice President of Customer Success,
TriNet
Katherine Ketter - Assistant Vice President, Customer Experience, Jefferson Health Plans
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.
11:30 am - 12:30 pm
"Southern Hospitality Soirée": Luncheon in the Heart of Memphis
1:30 pm - 3:00 pm
Business Meetings
3:00 pm - 3:30 pm
Beale Street Break: Jazz up your connections with Memphis hospitality
3:30 pm - 4:00 pm
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 - 5:15 pm
Business Meetings
5:15 pm - 5:30 pm
Memphis Mixer
Shake, Rattle, and Network during this break!
5:30 pm - 6:00 pm
KEYNOTE: "Transforming a Blue-Collar Industry: Boosting technology to solve customer urgency, conversion, and CX in home services"
Carey Stoker -
Senior Vice President, Customer Experience,
Groundworks
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.
