Exchange Day 3

8:00 am - 8:20 am Networking Breakfast

8:20 am - 8:30 am Chairperson’s Opening Remarks

8:30 am - 9:00 am Benchmarking Session: Deploying Customer Analytics in the Cloud

Jeffrey Parkinson - Vice President, Customer Operations, Dow Jones
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Jeffrey Parkinson

Vice President, Customer Operations
Dow Jones

9:00 am - 9:30 am Project Analysis: Thanks for Coming In Today: Creating a Culture Where Employees Thrive and Customer Service Is Alive

Charles Ryan Minton - General Manager and Bestselling Author, Fort Lauderdale Marriott North
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Charles Ryan Minton

General Manager and Bestselling Author
Fort Lauderdale Marriott North

9:30 am - 10:00 am Project Analysis: CX for Good: Empowering Employees Through Social Responsibility

10:00 am - 10:30 am Business Meetings

10:30 am - 11:00 am Business Meetings

11:00 am - 11:30 am Networking Break

11:30 am - 12:00 pm Project Analysis: Consumer 2020— Your Next Customers

Michael Marx - Senior Director, Visa
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Michael Marx

Senior Director
Visa

12:00 pm - 12:30 pm Benchmarking Session: Unify Data to Take Advantage of Predictive Analytics for Personalized Experiences

Michael Childers - Chief Consultant, Content and Media Strategy, Lufthansa Systems Americas, Inc.
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Michael Childers

Chief Consultant, Content and Media Strategy
Lufthansa Systems Americas, Inc.

12:30 pm - 12:35 pm Exchange Concludes