August 16 - 18, 2020 | Chicago, IL

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: Advancing Internal and External Consumer Experience in the Digital Age

Brian Cobb - Chief Innovation Officer, Cincinnati / Northern Kentucky International Airport
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Brian Cobb

Chief Innovation Officer
Cincinnati / Northern Kentucky International Airport

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, Toll Brothers
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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, Heart of the Customer
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Jim Tincher

Mapper-In-Chief
Heart of the Customer

11:45 am - 12:15 pm Benchmarking Session: Beyond Digital: Human Centric Approaches to be Relevant & Achieve Goals in a Highly Connected World

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

12:30 pm - 1:00 pm Exchange Concludes