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

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: Patient Engagement: A Retail Healthcare Approach

Chet Robson, Chief Clinical Officer at Walgreens

Chet Robson

Chief Clinical Officer
Walgreens

9:00 am - 9:30 am Industry Insight: CX+ EX= The Recipe for an Engaging Brand

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

Customer Experience

11:30 am - 12:00 pm Aligning Organizational Goals through Customer Journey Mapping

Customer Experience

12:00 pm - 12:30 pm The Future of Engagement - Prioritizing and Measuring Customer Feedback

Patient Experience

11:30 am - 12:00 pm Single Patient View for Patient Relationship Management

Patient Experience

12:00 pm - 12:30 pm Proactive Engagement to Improve the Patient Experience

12:30 pm - 1:30 pm Networking Lunch

Afternoon Tea Roundtable Discussion

Roundtable 1

1:30 pm - 2:15 pm From the Ground Up: Building an Efficient Support Team
Colin Crowley, VP, Customer Experience at Freshly Inc.

Colin Crowley

VP, Customer Experience
Freshly Inc.

Roundtable 2

1:30 pm - 2:15 pm Customer Centric Culture Development
Edward Hobart, Director of Customer Experience at Breg

Edward Hobart

Director of Customer Experience
Breg

Roundtable 3

1:30 pm - 2:15 pm Building Patient Portals to Inform, Educate and Engage

Roundtable 4

1:30 pm - 2:15 pm AI-Driven Healthcare Personalization

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

Customer Experience

4:15 pm - 4:45 pm Project Analysis: Design Customer Journey Mapping with Empathy
Phillip Dzialo, DVP Client Experience & Innovation at ADP

Phillip Dzialo

DVP Client Experience & Innovation
ADP

Customer Experience

4:45 pm - 5:15 pm Project Analysis: Create a Unified Brand Experience Around your B2B2C Business
Geriel Thornburg May, Worldwide Head of Customer Experience at Lenovo

Geriel Thornburg May

Worldwide Head of Customer Experience
Lenovo

Patient Experience

4:15 pm - 4:45 pm Project Analysis: Digital Health Tech to Disruption – Putting Patients Voice at the Center
Brian Carlson, Director Patient Access and Experience at Vanderbilt University Medical Center

Brian Carlson

Director Patient Access and Experience
Vanderbilt University Medical Center

Patient Experience

4:15 pm - 4:45 pm Project Analysis: Understand Your Data - Gaining a Holistic View of the Customer
Katie Catlender, Head of Customer Experience, Strategy & Operations at BCBS Massachusetts

Katie Catlender

Head of Customer Experience, Strategy & Operations
BCBS Massachusetts

5:15 pm - 5:30 pm Comfort Break

5:30 pm - 6:00 pm Project Analysis: The Closure of the Patient Centered Care Knowledge Gap – In the Moment Support For Patients and Staff

Maureen Fagan, Chief Experience Officer at University of Miami, Miller School of Medicine

Maureen Fagan

Chief Experience Officer
University of Miami, Miller School of Medicine

6:00 pm - 6:30 pm Benchmarking Session: Building the CXO Case -Establishing the Economic Value to Create a Longstanding CX Strategy

6:30 pm - 7:00 pm Cocktail Reception