March 31 - April 02, 2019
Eden Roc Miami Beach, Florida

Exchange Day 1

10:00 am - 10:30 am Exchange Registration

10:30 am - 10:40 am Welcome Orientation

10:40 am - 10:50 am Chairperson’s Opening Remarks

10:50 am - 11:00 am Ice Breaker Activity

11:00 am - 11:30 am BENCHMARKING SESSION: The Hyper Personalization of Customer Experience

Jennie Dede - Head of Customer Success, Global Accounts, LinkedIn
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Jennie Dede

Head of Customer Success, Global Accounts
LinkedIn

11:30 am - 12:00 pm PROJECT ANALYSIS: Modernizing Customer Service: Deliver a Proactive Customer Service That turns Customers to Advocates

Erin McMillan - AVP – Customer Operations, Cox Automotive
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Erin McMillan

AVP – Customer Operations
Cox Automotive

12:00 pm - 12:45 pm Networking Brunch

Customer Experience

12:45 pm - 1:15 pm MASTERCLASS: Keeping up with Consumer and Agent Trends


Customer Experience

1:15 pm - 1:45 pm MASTERCLASS: Integrating Bots and Brains to Transform the Customer Experience


Employee Experience

12:45 pm - 1:15 pm MASTERCLASS: Make Your Agents Shine - Use Gamification, Microlearning and Real-Time Feedback to Empower and Engage


Employee Experience

1:15 pm - 1:45 pm MASTERCLASS: Building Harmony Between Agents & Chatbots


2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

3:00 pm - 3:30 pm Networking Break

3:30 pm - 4:00 pm PROJECT ANALYSIS: Data and Metrics--The Humanized Approach to Manage Customer Experience

Jonathan Chalker - VP Client Experiences, Jackson Hewitt Tax Service Inc.
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Jonathan Chalker

VP Client Experiences
Jackson Hewitt Tax Service Inc.

3:30 pm - 4:00 pm PROJECT ANALYSIS: Customer Success Blueprint: Strategy, Technology, People

Kim Peretti - Global VP of Customer Success, Adoption and Enablement, DocuSign
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Kim Peretti

Global VP of Customer Success, Adoption and Enablement
DocuSign

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:15 pm Comfort Break

5:15 pm - 5:45 pm INDUSTRY INSIGHT: Elevating the Customer Engagement with Automation

Wine-O- Clock Focused Group Discussions

5:45 pm - 6:30 pm How UX Becomes CX : Transform Your UX Design through a Customer-Centric Strategy

Mark McMahill - Sr. Director, User Experience and Digital Technology, AXA US
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Mark McMahill

Sr. Director, User Experience and Digital Technology
AXA US

5:45 pm - 6:30 pm Process Improvement: Improving Customer Experience Strategies

Maureen Russolo - Vice President, Customer Experience, Southwire Canada
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Maureen Russolo

Vice President, Customer Experience
Southwire Canada

5:45 pm - 6:30 pm The Intersection of Employee Management and Customer Experience



5:45 pm - 6:30 pm Leveraging Knowledge Management to Improve Productivity



6:30 pm - 7:30 pm Cocktail & Dinner Reception