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: Creating a Customer Obsessed Culture - The Business Value of CX and the Correlation to EX

Amanda Sachs, Head of Customer & Partner Experience at Microsoft

Amanda Sachs

Head of Customer & Partner Experience
Microsoft

12:00 pm - 12:45 pm Networking Brunch

Customer Experience

12:45 pm - 1:15 pm Embrace & Experiment with AI-powered Technologies

Customer Experience

1:15 pm - 1:45 pm Optimize Customer Experience Based on Location Data

Patient Experience

12:45 pm - 1:15 pm Leveraging Patient Journey Maps to Transform the Patient Experience

Patient Experience

1:15 pm - 1:45 pm How Healthcare is Extending Empathy into an Increasingly Digital Environment

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: 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 - Turn Customer Experience Insights into Business Results

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 Leveraging Data to Drive Growth and Product Innovation

Roundtable 2

6:00 pm - 6:45 pm Accelerating Digital Transformation in Banking - Delivering Need Based Service Model
Mike Beach, Vice President, Digital Payments and Customer Experience at Fifth Third Bank

Mike Beach

Vice President, Digital Payments and Customer Experience
Fifth Third Bank

Roundtable 3

6:00 pm - 6:45 pm Patient Feedback for Quality Improvement

Roundtable 4

6:00 pm - 6:45 pm Diversity in Patient and Family Advisor Programs

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