Solution Provider Information

2019 Chief Experience Officer Exchange Guide

2019 Chief Experience Officer Exchange Guide

Elevating Holistic Experiences for Long Term, Sustainable Growth
November 3-5, 2019 | JW Marriott Marquis Miami, FL

This year's Chief Experience Officer Exchange gathers top-tier patient and customer experience executives across the entire experience journey to discuss how to design and deliver more differentiated and delightful experiences, pairing with the leading technologies and solution providers to support the efforts:

Topics Include:

  • Data centralization- Centralizing data is key to personalizing the experience and reducing customer effort
  • Digital Transformation- How do we compete in the experience economy across digital channels?
  • Hyper-personalization will be driven by real-time engagements- as real-time, multi-stage customer journeys become more important.
  • Brand Experience—increasing expectations for social media support and customized experiences.  
  • How will AI will further shape the future of experience?
  • Predictive analytics (with a generous dash of customer emotions) - evaluating data and understanding how best to optimize your experience.
  • A company's culture and philosophy - superior experience needs to be an integral part of a company's culture.

“The Exchange was one of my favorite all time professional events I’ve attended. It was extremely well organized, the staff was fantastic, the speakers were on point and engaging, and I experienced some of the best networking I’ve ever been a part of. I hope to attend again!” – COO,


“Pairing us up with companies that solve for our immediate needs was a great use of time. Definitely helped clear the clutter and target solutions.” – Director Strategic Development, ADP


“Found great value in the more personalized size this event. We got to hear from our peers and vendors and both in mixed presentations. Having time to really talk and get to know each other and those vendors who made the effort to join this smaller more intimate setting was worth my time.” – Director of Learning & Development, CWC

Report: Customer Experience Journey Mapping

Report: Customer Experience Journey Mapping

Customer journey maps are so much more than a handy visualization tool for rooting out pain points and gaps in the customer experience. The goal is to take those insights on board and turn them into goals for your business. Done right, a customer journey map can help you answer big-picture questions like the following:

  1. Why is my churn rate so high?
  2. Why do customers seem to prefer the voice channel over email and chat?
  3. What targeted emails and calls-to-action should I send out and when?
  4. When should I proactively reach out to the customer?
  5. What is the customer trying to achieve in their own life using my product?
  6. What is the best way to handle customer complaints?

In this Special Report, we’ll dive into what types of questions a journey map can help you answer, the seven bottom line-related business goals it can help you meet (and exceed) and a step-by-step process of how to create your own customer journey map.

Report: Patient Experience

Report: Patient Experience

Today marks the era of customer centricity, and few business leaders struggle to recognize the
customer experience as a valuable

They know that the totality of the experience – not just the purchasing process – impacts the relationship between a brand and customer.

Leaders in some industries may not, however, appreciate the true stakes of the customer experience.  They may not understand why the process of subscribing to a magazine or buying a toaster needs to be free of any undue effort, let alone intimately personal and completely unforgettable.

That problem does not – or, at least, should not – affect organizations that deliver patient experiences. Medical issues carry inherent emotional stakes, and the experience associated with the medical
journey carries undeniable significance.

While medical providers may not always have to think about competitive pressure or repeat business in the way a retail store does, they still face tremendous pressure (and incentive) to consider every
individual nuance of the experiences they provide.

This special report explores some of those nuances.  It reveals the challenges and strategies that must be top-of-mind for providers, before sharing perspectives from two highly accomplished patient
experience leaders.

Interestingly, the best practices and topics explored in this piece do not dramatically differ from the customer experience issues relevant to other sectors.

Thanks to the unique nature of patient care, the urgency is nonetheless far easier to grasp.

The Exchange Success Story:

The Exchange Success Story:

Discover how participation in one-to-one business meetings at the Exchange quieted a noisy market and secured new clients!