Day 2: Wednesday, March 24th

12:05 pm - 12:35 pm INTERACTIVE ROUNDTABLE DISCUSSION: Channel Strategy: How to Integrate Social into Existing Infrastructure

How can you existing staff be effectively trained and onboarded to a new channel? Why are social channels so critical in 2021?

12:35 pm - 1:00 pm BENCHMARKING SESSION: Striking the balance between CX and business value

Yuko leads the Customer Experience metrics team at AARP to define and measure success in a balanced way with both the customer experience and business outcome in mind. This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and feeling during their experience journey and what they do as a result of that experience. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results.

1:00 pm - 1:05 pm Live Q&A

1:05 pm - 1:30 pm BENCHMARKING SESSION: CX in the US Healthcare System

Steven Carleton - Vice President Customer Experience, Premera Blue Cross

In this session, Steven shares the complexity of healthcare system and considerations of how to deliver for the customer/member in the face of numerous other players that may not have the customer/member's needs at the core.


Steven Carleton

Vice President Customer Experience
Premera Blue Cross

1:30 pm - 1:35 pm Live Q&A

1:35 pm - 2:05 pm INTERACTIVE PANEL: How to Humanize Digital Customer Experience in the Age of AI

Christian Jensen - Director Customer Service - Citi Retail Services, Citi

To weather challenging times and maintain business continuity, digital capabilities need to be utilized for efficient communication between companies and their customers. It is critical to understand your AI requirements and capabilities to deliver a unified, streamlined digital experience across any device or channel. In this session, we’ll address how various organizations have adopted these technologies, the results they’ve seen, and what organizations should look for in AI solutions to improve the end-to-end



Christian Jensen

Director Customer Service - Citi Retail Services

2:05 pm - 2:10 pm Live Q&A

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 2:35 pm Transition Break

2:35 pm - 3:05 pm Business Meetings

3:05 pm - 3:35 pm INTERACTIVE ROUNDTABLE DISCUSSION: Compliance Considerations: How to Maintain Data Security Across a Dispersed Workforce

What measures have you put in place to secure WFH agents? What new and different considerations arise with the hybrid workforce of the future?

3:35 pm - 3:35 pm Exchange Concludes