Exchange Day 3

12:20 pm - 12:30 pm Chairperson’s Opening Remarks

12:30 pm - 1:00 pm Benchmarking Session: Why AI is the Way Forward

Josue Berlanga - Head of Care & Multichannel Sales, Philip Morris International
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Josue Berlanga

Head of Care & Multichannel Sales
Philip Morris International

1:00 pm - 1:30 pm Interactive Panel: Next Generation Customer Experience Strategy

David Garcia - Vice President of Guest Experience, Atlanta Hawks
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David Garcia

Vice President of Guest Experience
Atlanta Hawks

1:30 pm - 1:40 pm Comfort Break

1:40 pm - 2:10 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 2:55 pm Transition time

Interactive Roundtable Discussions

Roundtable 1

2:55 pm - 3:40 pm Meet Expectations of the Modern Customer

Roundtable 2

2:55 pm - 3:40 pm Emotion Analytics: Understanding Sentiment Analysis and Voice of Customer

3:40 pm - 3:45 pm Comfort Break

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Brett Frazer

Head of Customer Service
Sunbasket

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Colin Crowley

VP, Customer Experience
Freshly Inc.

4:15 pm - 4:45 pm Interactive Panel: Beyond the Beanbag: Create an Engaging, Employee-Centric Culture

Colin Haupt - SVP, Employee Engagement, PURE Group of Insurance
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Colin Haupt

SVP, Employee Engagement
PURE Group of Insurance

4:45 pm - 4:50 pm Exchange Concludes