DAY 1 | Wednesday, May 15
All times listed in CDT
9:00 am - 9:30 am
CDT
Exchange Check In
9:30 am - 10:00 am
CDT
Exchange Orientation + Opening Remarks
10:00 am - 10:30 am
CDT
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.
10:30 am - 11:00 am
CDT
PANEL + QA: "Customer Retention Strategies in a Competitive Landscape"
Michael Bair -
SVP, Customer Experience,
FIGS Inc
Heather Gillbanks - Vice President Customer Service & Customer Experience, Herff Jones
Data and measuring tools are the cornerstones of successful CX strategies, with the potential to drive financial success for businesses. In this talk, we explore how to leverage data and measuring tools to enhance customer experiences and boost your bottom line. Dive into the world of customer journey analytics, NPS scores, and predictive modeling, and learn how to transform customer insights into actionable strategies. Discover the ROI of implementing these tools and strategies and the long-term financial benefits of prioritizing CX. Join us to unlock the secrets to using data and measuring tools effectively in the CX industry, helping you achieve financial success while delighting your customers. Moderated by Donna Reed, Chief Revenue Officer, InteLogix
11:00 am - 11:30 am
CDT
PANEL + QA: "Human-Centric Design: Building Experiences for Enhanced Engagement"
Heramb Dandekar -
Global Director, User Experience (Cross-brand Strategy & Execution),
Whirlpool Corporation
Tope Sadiku - Global Head of Digital Employee Experience, Kraft Heinz
Darren Stavely - Vice President Operations, Corpay
This session will uncover the transformative power of viewing design through a human-centric lens. Our panel of industry leaders will share real-world case studies and effective strategies to ensure design choices resonate deeply with user needs and aspirations. Discover how marrying empathy with design can lead to greater customer satisfaction and lasting loyalty across diverse industries
Heramb Dandekar
Global Director, User Experience (Cross-brand Strategy & Execution)Whirlpool Corporation
11:30 am - 12:15 pm
CDT
Architects of Networking Luncheon
Enjoy a flavorful break with our corporate lunch, where delicious dishes meet productive discussions, setting the stage for networking and collaboration.
12:30 pm - 2:00 pm
CDT
Business Meetings
2:00 pm - 2:15 pm
CDT
Comfort Break
Take a breather during this brief interlude before getting back into our sessions!
Solution Showcase
2:15 pm - 2:45 pm Solution Showcase | The Future of Customer Service is Accent-Agnostic | Immerse Yourself in Real-Time Speech UnderstandingAccents are beautiful expressions of identity, but sometimes they can unknowingly create barriers in customer interactions. At Sanas, we're on a mission to create a kinder, more understanding world by transforming the way we communicate. Join us as we explore the future of customer care with our innovative real-time speech understanding technology. Discover how this powerful tool empowers global contact center agents to communicate effectively, resolve calls faster, and fosters deeper connections across cultures. We'll delve into use cases and success stories, showcasing how Sanas transcends communication barriers to unlock true empathy and understanding, ultimately elevating customer experiences and driving business success. This session is for passionate customer contact leaders looking to break down barriers and build a truly inclusive and effective customer experience.
Sponsored by: Sanas.AI
Solution Showcase
2:15 pm - 2:45 pm Solution Showcase: "Stop Buying Mouse Traps to Fix Your CX Problems" Christopher Vice - Chief Design Officer, Studio ScienceIf you have a home infestation, you could just go out and buy more expensive traps. Or you could get to the root of the issue and fix the problem for good. The same goes for your customer experiences. In this session, we will show you how to remove the root causes of friction within your organization to enhance the overall customer and employee experiences.
Key Takeaways:
- Using intelligence from your customers and employees to fix CX problems associated with your products and services.
- Leveraging the wealth of data and CX insights to unite everyone across functions to keep stakeholders and teams aligned on goals.
- Improving retention, brand perception, and loyalty, all while lowering business costs.
2:45 pm - 3:15 pm
CDT
Mississippi Mixer Networking Break
3:15 pm - 3:45 pm
CDT
PANEL + QA: Connecting Care: Enhancing the Patient Experience Through Effective Communication
Le Quiche Singletary -
Enterprise Customer Service Director,
Pediatric Associates
Tracy Grushcow - Senior Director of Ambulatory Access & Central Scheduling, University Hospitals
In this interactive session, we will delve into the crucial role of effective communication in healthcare, focusing on how it directly impacts the patient experience. We will explore strategies to understand and speak to the "voice of the customer" in healthcare settings, emphasizing empathy, active listening, and clear communication techniques. Participants will gain practical insights into building strong patient-provider relationships, fostering trust, and ultimately improving health outcomes through enhanced communication practices.
Tracy Grushcow
Senior Director of Ambulatory Access & Central SchedulingUniversity Hospitals
3:45 pm - 4:45 pm
CDT
Business Meetings
4:45 pm - 5:00 pm
CDT
Comfort Break
Take a breather during this brief interlude before getting back into our sessions!
Roundtable A
5:15 pm - 6:00 pm Roundtable A | "Enhancing Customer and Employee Experiences with AI Integration"Integrating AI elevates both customer and employee experiences by seamlessly automating tasks, optimizing communication workflows, and delivering personalized interactions. Share insights on streamlining customer support to intelligent call routing, and how to empower businesses to efficiently engage with clients and cultivate productive internal collaboration.
Sponsored by: RingCentral
Roundtable B
3:15 pm - 4:00 pm Roundtable B | "The AI Imperative: Impacts and Outcomes of Generative AI on Customer Service Organizations"In today's rapidly evolving digital landscape, harnessing the power of Artificial Intelligence (AI) is no longer a luxury but a necessity for customer service organizations and professionals. Join us for an insightful Roundtable where we delve into the impact of Gen AI on organizations, strategies for getting started, and navigating staff attitudes towards its adoption. Learn from one another as we workshop best practices for building a culture of AI acceptance and empowerment within your organizations.
Sponsored by: Mosaicx
6:00 pm - 8:00 pm
CDT
Blues City Dinner Reception
Sponsored by: Studio Science
