May 2019
The Radisson Blu Chicago, Chicago, IL

Exchange Day 3

8:00 am - 8:40 am Networking Breakfast

8:40 am - 9:00 am Chairperson’s Opening Remarks

9:00 am - 9:30 am Benchmarking Session - Leading Enterprise wide CX Transformation

Anahita Reilly, Chief Customer Officer at U.S. General Services Administration (GSA)

Anahita Reilly

Chief Customer Officer
U.S. General Services Administration (GSA)

9:30 am - 10:00 am Project Analysis - An eLearning Journey Improves Customer Experience Metrics (and saves money too)

Bradly Sax, Global Director, Guest Experience at Delaware North

Bradly Sax

Global Director, Guest Experience
Delaware North

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 Benchmarking Session - When, Where, and How—Personalizing Customer Interactions in the Experience Economy

Kimberly Busdieker, Chief Customer Officer at Kroger Financial

Kimberly Busdieker

Chief Customer Officer
Kroger Financial

12:00 pm - 12:30 pm Benchmarking Session - Customer Experience in the Supply Chain

Richie Proud, Vice President of Merchandise Planning, Allocation, and Product Insights at Groupe Dynamite

Richie Proud

Vice President of Merchandise Planning, Allocation, and Product Insights
Groupe Dynamite

12:30 pm - 1:00 pm Exchange Concludes