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 Growth Specialist: Customer Consultation as the New Customer Service

Sam Lee - SVP, Head of Growth, WeWork
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Sam Lee

SVP, Head of Growth
WeWork

11:30 am - 12:00 pm Project Analysis - Delivering CX in Complex Multi-Stakeholder Environments

12:00 pm - 1:00 pm Networking Brunch

Digital Innovation

1:00 pm - 1:30 pm Masterclass: Embrace & Experiment with AI-powered Technologies

Brand Communication

1:00 pm - 1:30 pm Masterclass: Create Integrated Brand Experiences at Every Touchpoint, Inside and Outside

Experience Design

1:30 pm - 2:00 pm Masterclass - Get into Design Thinking Mindset - Create a Thriving Customer Experience Ecosystem

Data Analytics

1:30 pm - 2:00 pm Masterclass - Optimize Customer Experience Based on Location Data

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

3:00 pm - 3:30 pm Networking Break

People & Culture

3:30 pm - 4:00 pm Project Analysis - Understanding Customer Experience: Creating a Winning Culture

Digital Innovation

3:30 pm - 4:00 pm Project Analysis - Fundamentals of Digital Transformation: Building Capabilities to Support Digital Innovation

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:15 pm Comfort Break

4:15 pm - 4:45 pm Business Meetings


Its Wine-O- Clock Focused Group Discussion Time!

Brand Communication

5:45 pm - 6:30 pm Customer-Focused Innovation: Keeping Your Brand Promise
Deborah Cornwell - Executive Director, Senior Experience Owner, USAA
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Deborah Cornwell

Executive Director, Senior Experience Owner
USAA

People & Culture

5:45 pm - 6:30 pm Build a Winning CX Team from the Ground Up
Wendy Haller - CXO, Red Rocks Credit Union
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Wendy Haller

CXO
Red Rocks Credit Union

Data Analytics

5:45 pm - 6:30 pm Break Down Company Silos to Build a Data-Driven Culture

Experience Design

5:45 pm - 6:30 pm Make It Real: Design with Empathy, Understanding and Collaboration

6:30 pm - 8:00 pm Cocktail & Dinner Reception