Day 2: Wednesday, March 24th

12:05 pm - 12:35 pm INTERACTIVE ROUNDTABLE DISCUSSION: Building A Dream Team (Even When Remote)

“Our strength will come not from the sharpness of our spears, but from our willingness to offer others the protection of our shields.” - Simon Sinek. The data has confirmed what many of the best people leaders have known for years...peer-to-peer relationships are the most critical component of the employee experience. When it comes to loyalty, retention, team performance, and overlap into CX there is nothing more important. Sadly, with our teams being further apart geographically, fostering healthy relationships just got a whole lot harder. So how do we create an environment in which healthy relationships can grow? Learn how John and Nate have been using creative techniques to foster exceptional peer-to-peer relationships across multiple complex and decentralized teams.

Key Takeaways Include:

  • Creating a robust "Voice of Employee" channel to understand the true state of your employee experience
  • Leveraging various self-awareness techniques to build the trust layer required for authentic relationships
  • Wielding the right types of motivators to dismantle unhealthy competition and bring employees together toward shared success
  • Unlocking intrinsic super powers to generate meaningful work and add excitement to the everyday

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
Robert Weis - VP, Customer Service and Operations, Wiley and Sons

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


Robert Weis

VP, Customer Service and Operations
Wiley and Sons

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 - 3:05 pm Exchange Concludes