August 18 - 20, 2019
Radisson Blu Aqua Hotel, Chicago

Exchange Day 3

8:00 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairperson’s Opening Remarks

8:45 am - 9:15 am Benchmarking Session: Transforming a Traditional Giant into a Digital One

Magali Axson, VP of Client Services for the Participant Service Center at ADP

Magali Axson

VP of Client Services for the Participant Service Center
ADP

9:15 am - 9:45 am Project Analysis: Permeating Culture: How to Streamline and Evangelize Culture When Geographically Dispersed

Kendal Jolly, Managing Director, Culture and Brand Awareness at Toll Brothers

Kendal Jolly

Managing Director, Culture and Brand Awareness
Toll Brothers

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Business Meetings

10:45 am - 11:15 am Networking Break

11:15 am - 11:45 am Project Analysis: Is Customer Experience Just a Feel-Good Exercise? Three Steps to Ensure Your CX Program Drives Change

Jim Tincher, Mapper-In-Chief at Heart of the Customer

Jim Tincher

Mapper-In-Chief
Heart of the Customer

11:45 am - 12:15 pm Benchmarking Session: Pathway to customer-centric Support Model and Strategy

Melinda Keith, Senior Director, Customer Support at Hunter Douglas

Melinda Keith

Senior Director, Customer Support
Hunter Douglas

12:15 pm - 12:30 pm Chairperson’s Closing Remarks

12:30 pm - 1:00 pm Exchange Concludes