Chief Experience Officer Exchange
DAY 2 Thursday | July 18
8:00 am - 8:20 am
Networking Breakfast
8:20 am - 8:30 am
Chairperson's Opening Remarks
8:30 am - 9:00 am
KEYNOTE: “The Art of Experience Design"
Eric Bruce -
Chief Experience Officer,
National Gallery of Art
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.
9:00 am - 9:30 am
PANEL Q+A: "CX Metrics That Matter: Going Beyond NPS"
Jonathan Bowers -
Global Customer Sucess Operations Lead,
Rockwell Automation
Elizabeth Dominicci-Greer - Vice President of Customer Success, TriNet
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.
9:30 am - 10:00 am
"Blue Suede Sips: Networking with a Touch of Elvis Charm"
Networking Break
10:00 am - 11:30 am
Business Meetings
11:30 am - 12:00 pm
Panel Q+A: “Mastering Omnichannel Strategies for Seamless Customer Journeys”
Thomas Matesic -
Vice President, Admissions Contact Center,
Universal Technical Institute
Katherine Ketter - Assistant Vice President, Customer Experience, Jefferson Health Plans
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.
12:00 pm - 1:30 pm
"Rock 'n' Roll Refresh"
Recharge your conversations with Memphis flair during this Networking Lunch
Roundtable A
12:00 pm - 12:45 pm Interactive Discussion A: "Navigating Innovation at DFW Airport: Balancing Risk, Technology, and Culture" Paul Puopolo - Executive VP of Innovation, Dallas Fort Worth International AirportJoin 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 - 1:45 pm Interactive Discussion B: Fired? Empowered? What AI Really Means For Employee ExperiencesWhen 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 - 3:15 pm
Business Meetings
3:15 pm - 3:45 pm
Graceland Gathering
Unwind like The King! Grab some refreshments and let’s have some rockin’ conversations before afternoon panels!
3:45 pm - 4:15 pm
PANEL Q+A: “Innovating Patient Experience Accessibility: The Role of Enterprise Digital Governance"
Stephen Framil -
Global Corporate Head of Accessibility,
Merck
Kathy Denton - Director, Office of Patient Experience, MD Anderson Cancer Center
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.
4:15 pm - 4:45 pm
KEYNOTE: “How Career Architecture Can Improve Talent Acquisition and Employee Engagement"
Jaysa Boyer -
Head, Employer Engagement,
Ultimate Medical Academy
Brandi Yates - Associate Vice President of Learning and Development, Ultimate Medical Academy
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.
4:45 pm - 5:15 pm
PANEL Q+A: "Amplifying Customer Voices: Leveraging Digital Transformation for Innovation"
Neil Gomes -
Chief Digital Officer,
AmeriHealth Caritas
Paul Puopolo - Executive VP of Innovation, Dallas Fort Worth International Airport
Aish Sinha - Global Head, New Business Development, TikTok
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.
5:30 pm - 7:30 pm
"Hound Dog" Happy Hour and Dinner Reception
Dinner
