DAY 3 | Friday, May 17
8:00 am - 8:45 am
CDT
Networking Breakfast
8:50 am - 9:00 am
CDT
Chairperson’s Opening Remarks
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 - 10:00 am
CDT
Keynote: "Deciphering CX Data Metrics: From Insights to Action"
Robin Raymond -
Vice President of Customer Experience,
Synchrony Financial
Michelle Billinger - VP of CX Design, Synchrony Financial
This session will focus on the importance of CX data metrics in driving informed decision-making and improving customer experiences. Attendees will learn how to identify relevant metrics, leverage data analytics tools effectively, and translate insights into actionable strategies. Real-world case studies will highlight best practices for measuring and optimizing CX performance through data-driven approaches.
10:00 am - 10:30 am
CDT
Keynote: "Leading with Care: Strategies for Nurturing Engagement, Trust and Well-Being in the Workplace"
Jaysa Boyer -
Head, Employer Engagement,
Ultimate Medical Academy
In this session we will explore the vital role of empathetic leadership in fostering a thriving organizational culture. Discover strategies for prioritizing employee well-being, fostering open communication, and cultivating a supportive work environment. Learn how mastery of mindfulness and leadership competencies enhance employee engagement, strengthen trust and drive organizational success.
10:30 am - 11:30 am
CDT
Business Meetings
11:30 am - 11:45 am
CDT
Comfort Break
11:45 am - 12:15 pm
CDT
CCW DIGITAL SPECIAL REPORT | Generative AI Simplified: First Steps to Achieving Success
Leveraging a tool that could seamlessly converse with users, deliver personalized and tailored responses and answer just about any question thrown at it,
seemed impressive yet far-fetched. But, as more and more individuals engaged with it, it became clear - this technology would change the game. Driving
an impressive impact, generative AI is actually more accessible than CX leaders may think. This report aims to unpack:
- The importance of Generative AI for the contact center
- Key benefits, strategies and frameworks for success
- AI priorities for the year ahead
