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

Exchange Day 3

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: Living Core Values: How Organizational Mission & Vision Shapes Patient Experience

Jason Dupuis, Patient Experience Officer at PM Pediatrics

Jason Dupuis

Patient Experience Officer
PM Pediatrics

9:00 am - 9:30 am Project Analysis - Enhancing The Guest Experience By Cultivating Human and Technology

David Garcia, Vice President of Guest Experience at Atlanta Hawks

David Garcia

Vice President of Guest Experience
Atlanta Hawks

9:00 am - 9:30 am Project Analysis - The Power of RPA to Grow Efficiency and Satisfaction

Colin Crowley, VP, Customer Experience at Freshly Inc.

Colin Crowley

VP, Customer Experience
Freshly Inc.

10:00 am - 10:30 am Business Meetings

10:30 am - 11:00 am Business Meetings

11:00 am - 11:30 am Networking Break

11:30 am - 12:00 pm Project Analysis: Sitting out this Super Bowl

Shannon Truax, Global, VP, Brand Social at GoDaddy

Shannon Truax, Global

VP, Brand Social

12:00 pm - 12:30 pm Benchmarking Session: From Buy-In To Behavior Change: Overcoming Hidden Roadblocks To CX Transformation

Megan Burns, Founder and CEO at Experience Enterprises

Megan Burns

Founder and CEO
Experience Enterprises

12:30 pm - 1:00 pm Exchange Concludes