May 2019
The Radisson Blu Chicago, Chicago, IL

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 Art of Product Renovations. A Guide for Corporate Success in an Oversaturated World

Robert Hackl, SVP of Leasing and Insurance at Sprint

Robert Hackl

SVP of Leasing and Insurance
Sprint

11:30 am - 12:00 pm Project Analysis - The Textbook is Dying! Transform to Blended Learning Solutions Tied to Verifiable Learner Outcomes

Jacob Rigoli, Vice President, Customer Success at Pearson

Jacob Rigoli

Vice President, Customer Success
Pearson

12:00 pm - 12:45 pm Networking Brunch

Track A

12:45 pm - 1:15 pm Masterclass: Enhance the Customer Experience Using AI


Track B

12:45 pm - 1:15 pm Masterclass: Redefining Loyalty on the Path to Creating Extraordinary Customer Experiences


Track A

1:15 pm - 1:45 pm Masterclass - Demystifying Voice AI and Its Impact on Call Centers


Track B

1:15 pm - 1:45 pm Masterclass - What Makes a Champion Service Brand – And Is It Worth It?


1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Networking Break

Track A

3:45 pm - 4:15 pm Project Analysis - Fundamentals of Digital Transformation: Building Capabilities to Support Digital Innovation
Christopher Danvers, VP Payments and Digital Services at American Airlines Federal Credit Union

Christopher Danvers

VP Payments and Digital Services
American Airlines Federal Credit Union

Track B

3:45 pm - 4:15 pm Project Analysis - Influencing Customer Behavior using Location Data
Mark Coffey, EVP of Strategic Partnerships at GasBuddy

Mark Coffey

EVP of Strategic Partnerships
GasBuddy

4:15 pm - 4:45 pm Business Meetings

4:45 pm - 5:15 pm Business Meetings

5:15 pm - 5:30 pm Comfort Break


Wine-O- Clock Roundtable Discussion

Roundtable 1

5:30 pm - 6:15 pm Customer-Focused Innovation: Keeping Your Brand Promise


Deborah Cornwell, Executive Director, Senior Experience Owner at USAA

Deborah Cornwell

Executive Director, Senior Experience Owner
USAA

Roundtable 2

5:30 pm - 6:15 pm Design Thinking to Align the Business to Solve Real Customer Problems


AnnaZulma McFadden, VP UX Design Lead at JP Morgan Chase

AnnaZulma McFadden

VP UX Design Lead
JP Morgan Chase

Roundtable 3

5:30 pm - 6:15 pm Using Analytics to Drive Customer Behavior
Zhenya Korkina, VP of Revenue Management at Ferrara Candy

Zhenya Korkina

VP of Revenue Management
Ferrara Candy

Roundtable 4

5:30 pm - 6:15 pm Building a Customer Centric Organization - Translating Insights into a B2B2C CX Roadmap


Jen Epp, Director of Marketing, Customer Insights at Breg

Jen Epp

Director of Marketing, Customer Insights
Breg

Roundtable 5

5:30 pm - 6:15 pm Transforming the Customer Experience with AI


Jenn Oyler, Global Vice President Customer Experience and Research at Fleetcor

Jenn Oyler

Global Vice President Customer Experience and Research
Fleetcor


6:15 pm - 7:45 pm Cocktail Reception