November 03 - 05, 2019
JW Marriott Marquis Miami, Miami, FL

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 - Becoming Customer Centric with a Robust Customer Service Strategy

Scott Chilson, Vice President, Global Customer Experience at Johnson & Johnson

Scott Chilson

Vice President, Global Customer Experience
Johnson & Johnson

11:30 am - 12:00 pm Project Analysis: Patient Engagement: A Retail Healthcare Approach

Chet Robson, Chief Clinical Officer at Walgreens

Chet Robson

Chief Clinical Officer

12:00 pm - 12:45 pm Networking Brunch


12:45 pm - 1:15 pm Make Your Agents Shine - Use Gamification, Microlearning and Real-Time Performance Management to Empower and Engage


1:15 pm - 1:45 pm Start a digital dialogue: "Surprise and Delight" Re-imagined


12:45 pm - 1:15 pm Keeping up with Consumer and Agent Trends


1:15 pm - 1:45 pm Building Customer Admiration- A Catalyst for Experience Design

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

3:45 pm - 4:15 pm Project Analysis: Consistency: Key to a Better User Experience

Michael Pezzicola, Head of Commercial at JetBlue Travel Products

Michael Pezzicola

Head of Commercial
JetBlue Travel Products

3:45 pm - 4:15 pm Project Analysis: How Parkland Hospital Methodically Reinvented their Patient Experience Strategy to move into the 93rd Percentile

Vishal Bhalla, Vice President & Chief Experience Officer at Parkland Hospital

Vishal Bhalla

Vice President & Chief Experience Officer
Parkland Hospital

4:15 pm - 4:45 pm Industry Insight - Operationalized Human Experience: Driving Business Outcomes by Putting Human Needs at the Center

Deloitte Digital

4:45 pm - 5:15 pm Business Meetings

5:15 pm - 5:45 pm Business Meetings

5:45 pm - 6:00 pm Comfort Break

Wine-O- Clock Roundtable Discussion

Roundtable 1

6:00 pm - 6:45 pm VOC Reboot: Re-invigorating Your Program & Tackling the Challenges that Accompany a VOC Overhaul
Edward Hobart, Voice of the Customer Leader at Wells Fargo

Edward Hobart

Voice of the Customer Leader
Wells Fargo

Kimberly Meredith, Vice President, Voice of the Customer at Wells Fargo

Kimberly Meredith

Vice President, Voice of the Customer
Wells Fargo

Roundtable 2

6:00 pm - 6:45 pm Empower Employee Engagement and Productivity with Unified Communications and Collaboration Solutions

Manuel Christoffel, Chief Customer Officer at Woom bikes USA

Manuel Christoffel

Chief Customer Officer
Woom bikes USA

Roundtable 3

6:00 pm - 6:45 pm Strategy to Execution - Build a Consumer Experience Strategy and Execution Plan & Process to Drive Priorities

Charlene Foley, Head of Consumer Experience at Blue Cross and Blue Shield of North Carolina

Charlene Foley

Head of Consumer Experience
Blue Cross and Blue Shield of North Carolina

6:45 pm - 7:15 pm Cocktail & Dinner Reception