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
Walgreens

12:00 pm - 12:45 pm Networking Brunch

TRACK A

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


TRACK A

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


TRACK B

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


TRACK B

1:15 pm - 1:45 pm Five Brain Hacks for a Better Customer Experience
Sponsors:
Avtex


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

5:45 pm - 6:00 pm Comfort Break

5:15 pm - 5:45 pm Business Meetings

4:45 pm - 5:15 pm Business Meetings

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

Sponsors:
Deloitte Digital


Wine-O- Clock Roundtable Discussion

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 Create Memorable Experience by Focusing on Employee Experience
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 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