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: Delivering Customer Centricity In-Store and Online

Frank Hamlin, EVP, Chief Customer Officer at GameStop

Frank Hamlin

EVP, Chief Customer Officer
GameStop

9:00 am - 9:30 am Industry Insight: Enable Every Business Unit to Execute on Your CX Strategy

Sponsors:
topbox


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

TRACK A

11:30 am - 12:00 pm Topic Being Finalized
Sponsors:
Worthix


TRACK A

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

TRACK B

11:30 am - 12:00 pm Unlocking New Value Through Experience Mapping
Sponsors:
THRIVE


TRACK B

12:00 pm - 12:30 pm Using Conversational AI Virtual Assistants to improve the customer experience
Sponsors:
Avaamo AI, Inc.


Manny Rodriguez, Chief Marketing, Experience & Customer Officer at UCHealth

Manny Rodriguez

Chief Marketing, Experience & Customer Officer
UCHealth

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 Digital First – Not Digital Only: Getting to the Core of the Customer Experience
Sponsors:
Quadient


Roundtable 3

1:30 pm - 2:15 pm Designing Frictionless Journeys in an Age of Patient Consumerism
Sponsors:
Cast & Hue


Denise Schoen, Chief Patient Experience Officer at Baystate Health

Denise Schoen

Chief Patient Experience Officer
Baystate Health

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

TRACK A

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

TRACK A

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

TRACK B

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

TRACK B

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: The AI Opportunity: Define Real Patient Value through the Patient’s Lens

Bharat Tewarie, Executive Vice President and Chief Marketing Officer at UCB

Bharat Tewarie

Executive Vice President and Chief Marketing Officer
UCB

6:30 pm - 7:00 pm Cocktail Reception