DAY 2 | Thursday, May 16
8:50 am - 9:00 am
CDT
Chairperson’s Opening Remarks
8:00 am - 8:50 am
CDT
Networking Breakfast
9:00 am - 9:30 am
CDT
PANEL + QA: "Building a Longitudinal Customer Journey with Technology: From First Interaction to Lifelong Loyalty"
Matthew Mohr -
Director, Customer Experience,
Eaton
In the age of technology, creating a comprehensive and dynamic longitudinal customer journey has never been more crucial for business success. This talk explores the art of building a customer journey that spans from the initial touchpoint to lifelong loyalty, leveraging cutting-edge technology. Discover how to map, analyze, and optimize customer interactions at every stage, from awareness to advocacy. Explore the role of AI, automation, and analytics in crafting a seamless and personalized journey. Join us as we unveil the power of technology in crafting experiences that leave a lasting impact and foster unwavering customer loyalty.
9:30 am - 11:00 am
CDT
Business Meetings
11:00 am - 11:30 am
CDT
"Gateway Gathering": Networking Break
Historically, St. Louis was known as an important hub for commerce and trade, please join us to trade insights and experiences over snacks and refreshments during this networking break!
11:30 am - 12:00 pm
CDT
Solutions Showcase: "3 Powerful Ways to Use GenAI to Uncover CX Blind Spots"
Harrison Tingler -
Director of Sales,
Echo AI
Customer conversations hold valuable data about your business, but making sense of this data continues to pose a significant challenge for today’s brands.
Generative conversation intelligence technology has evolved to glean deeper, more powerful insights that clearly signal which levers to pull to deliver top-notch experiences for customers, enabling contact centers to champion insights-to-action across every area of the business.
Join our interactive session to hear from Echo AI’s Director of Sales, Harrison Tingler, on key strategies that organizations can implement today to uncover CX blind spots, and how leveraging generative insights to improve product, supply chain, and marketing can be a force multiplier.
12:00 pm - 1:00 pm
CDT
Laclede Lunch
Enjoy a flavorful break with our corporate lunch, where delicious dishes meet productive discussions, setting the stage for networking and collaboration.
Roundtables
Roundtable A
1:00 pm - 1:45 pm Roundtable A | "Building the Contact Center Experience of the Future "Gain firsthand insights into how you can redefine the customer journeys, streamline self-service interactions, enhance the customer experience with intelligent features, and empower human-agents to deliver personalized standout experiences in today’s dynamic market. In this session, we'll explore the future of data-driven customer experience through the lens of data and AI. Our expert panel will guide discussions on:
• Unveiling cutting-edge approaches to data-driven innovation and future-proofing your CX strategies
• Data-led operations through right-shoring (i.e., skill, cost, location)
• Harnessing AI for predictive customer insights and personalized experiences
Sponsored by: EXL
Roundtable B
1:00 pm - 1:45 pm Roundtable B | "Measuring CX Success: Beyond NPS - Metrics that Matter"Discuss alternative metrics and key performance indicators (KPIs) to evaluate and measure the success of customer experience initiatives beyond the traditional Net Promoter Score.
Sponsored by: IA Solutions
1:45 pm - 3:15 pm
CDT
Business Meetings
3:15 pm - 3:45 pm
CDT
Cardinals Club: Networking Break
Join us for a brief networking break celebrating the St. Louis Cardinals baseball team, complete with ball park snacks and refreshments.
3:45 pm - 4:15 pm
CDT
PANEL + QA “Empower, Educate, Elevate: CX Education within Organizations”
Michael Bair -
SVP, Customer Experience,
FIGS Inc
Clare Santos - Director, Knowledge & Quality, Customer Experience, Aviso Wealth
Explore the importance of ongoing customer experience education within organizational structures. Discover strategies to empower your teams through continuous learning, ensuring that every member of the organization is equipped with the knowledge and skills to deliver outstanding customer experiences.
4:15 pm - 4:45 pm
CDT
PANEL + QA: "Balancing AI and Human Touch in Customer Experience"
Luke Williams -
Senior Director, CX Measurement & Insight Strategy,
Microsoft
T.S. Balaji - VP Digital & Customer Experience, Cox Communications
Colin Crowley - VP, Customer Support, Maven Clinic
Explore the intersection of artificial intelligence and the human touch in crafting exceptional customer experiences. This panel discusses strategies for leveraging AI to enhance efficiency and personalization while maintaining the vital human connection that fosters trust and loyalty. Gain insights into achieving the perfect balance for a seamless and impactful customer journey.
4:45 pm - 5:15 pm
CDT
PANEL + QA: "Evolving Customer Experiences: The Role of Conversational AI in CX Transformation"
Mike Beaubrun -
Director, Global Head of Customer Experience,
Condé Nast
Colin Crowley - VP, Customer Support, Maven Clinic
In this panel discussion, industry experts delve into the transformative impact of conversational AI technologies on customer experiences (CX) within various sectors. The conversation will explore how businesses leverage AI-driven chatbots, virtual assistants, and voice interfaces to enhance customer engagement, support, and satisfaction.
5:30 pm - 7:30 pm
CDT
Dinner Reception
Sponsored by: Five9
