June 16 - 17, 2021
Virtual Exchange
Wednesday, June 16, 2021
12:10 pm - 12:20 pm
Welcome Orientation + Opening Remarks
11:00 am - 12:10 pm
Business Meetings
12:20 pm - 1:05 pm
Channel Strategy & Optimization: How to Capture and Understand Customer Journeys Across Multiple Channels
The past year tested our ability to keep pace with evolving customer expectations. In this next normal, do our systems of insight serve us in terms of capturing and understanding new and different customer journeys, particularly across multiple channels? In this roundtable, hear from fellow executives on unique challenges and scrappy solutions for advising effective channel strategy.
1:10 pm - 1:55 pm
Digital Transformation: How to Build and Lead an Enterprise Digital Transformation Strategy
Julio Badin -
SVP, Customer Experience,
Dallas Fort Worth International Airport
If nothing else, a silver lining of COVID was the acceleration of digital transformation across all enterprises, however, this transformation may not have occurred within an overarching strategic framework. How might we reign siloed, manic transformation and rather define and lead an organized digital transformation strategy? In this roundtable, benchmark with fellow leaders on their journeys building and championing digital transformation strategies.
2:00 pm - 3:10 pm
Business Meetings
3:10 pm - 3:55 pm
AI & Automation: How to Humanize Automated Customer Touchpoints
Gabriele "G" Masili -
VP & CTO, Customer Experience & Success,
Microsoft
Striking an effective balance between the value of technology and the importance of a human touch continues to challenge organizations. Beyond the tradeoff timing between self service and assisted service, how have you intentionally trained and integrated a level of humanity into AI-powered customer interactions? In this roundtable, learn about the successes and pitfalls associated with humanizing automated CX.
3:00 pm - 4:35 pm
Business Meetings
4:35 pm - 5:20 pm
Workforce Management: How Should We Return to Work? Strategies for a Hybrid Future
Colin Haupt -
SVP, Employee Engagement and Experience,
PURE Group of Insurance
For many of us, the hybrid workforce will be one of the most profound and lasting influences of the global crisis. As vaccines circulate and guidelines loosen, customer operations are faced with a critical decision: a full return to the office or a permanent hybrid environment. In this roundtable, trade war stories, plausible strategies and solutions for the next generation workforce.
