May 2019
The Radisson Blu Chicago, Chicago, IL

Exchange Day 2

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 - Leading Through a People-Centric Lens: Workforce Alignment Strategies, Processes and Systems

Melanie Penna, Senior Vice President of Customer Experience Workforce Alignment at Comcast Cable

Melanie Penna

Senior Vice President of Customer Experience Workforce Alignment
Comcast Cable

9:00 am - 9:30 am Industry Insight - How CX Has Transformed the Role of the CMO



Judith Toland, VP & Chief Marketing Officer at Life Fitness

Judith Toland

VP & Chief Marketing Officer
Life Fitness

9:30 am - 10:00 am Business Meetings

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 - Predict Consumer Behavior Before Developing a Product

AnnaZulma McFadden, VP UX Design Lead at JP Morgan Chase

AnnaZulma McFadden

VP UX Design Lead
JP Morgan Chase

12:00 pm - 12:30 pm Industry Insight - Modernizing The Contact Center For Results



Laurie Simpter, Senior Manager of Customer Relations at Pier 1 Imports

Laurie Simpter

Senior Manager of Customer Relations
Pier 1 Imports

12:30 pm - 1:30 pm Networking Lunch

Afternoon Tea Roundtable Discussion

Roundtable 1

1:30 pm - 2:15 pm Hospitality Reimagined: The Guest Experience Program
Steve Mayers, Chief Experience Officer at Hartsfield-Jackson Atlanta International Airport

Steve Mayers

Chief Experience Officer
Hartsfield-Jackson Atlanta International Airport

Roundtable 2

1:30 pm - 2:15 pm Process Innovation-Designing Services and Experiences for the Digital Economy
Jennifer von Briesen, Vice President at State Street

Jennifer von Briesen

Vice President
State Street

Roundtable 3

1:30 pm - 2:15 pm Using Data to Perfect the Customer Experience


Arzan Devlaliwalla, Sr Director Global Design and Research at Marriott International

Arzan Devlaliwalla

Sr Director Global Design and Research
Marriott International

Roundtable 4

1:30 pm - 2:15 pm Journey Analytics and how it relate to VOC


Jami Thomas, Senior Director of Rental Sales at Zillow Group

Jami Thomas

Senior Director of Rental Sales
Zillow Group

Roundtable 5

1:30 pm - 2:15 pm CX DIY: Building Your Own CX Capabilities and Teams


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

Jenn Oyler

Global Vice President Customer Experience and Research
Fleetcor

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Business Meetings

3:45 pm - 4:15 pm Networking Break

Track A

4:15 pm - 4:45 pm Project Analysis - Using Omnichannel Feedback to Elevate Service Quality
Norbert Stone, Vice President, Value-Added Services at Hertz

Norbert Stone

Vice President, Value-Added Services
Hertz

Track B

4:15 pm - 4:45 pm Project Analysis - Understanding Customer Experience - Creating a Winning Culture
Jami Thomas, Senior Director of Rental Sales at Zillow Group

Jami Thomas

Senior Director of Rental Sales
Zillow Group

4:45 pm - 5:00 pm Comfort Break

5:00 pm - 5:30 pm Industry Insight - Carhartt’s Roadmap to Best-in-Class CX



5:30 pm - 6:00 pm Benchmarking session - The Growth Specialist: Customer Consultation as the New Customer Service

Sam Lee, SVP, Head of Growth at WeWork

Sam Lee

SVP, Head of Growth
WeWork

6:00 pm - 7:00 pm Cocktail Reception