May 15 - 17, 2024 | Marriott Grand | St. Louis, MO
DAY 3 | Friday, May 17
8:00 am - 8:45 am
CDT
Networking Breakfast
8:50 am - 9:00 am
CDT
Chairperson’s Opening Remarks
9:00 am - 9:30 am
CDT
PANEL + QA: "Customer Experience Transformation Strategy: A Roadmap to Elevating Your Brand"
Rushikesh Kulkarni -
Director of Customer Experience,
Blue Cross Blue Shield of Michigan
Matthew Mohr - Director, Customer Experience, Eaton
In a business landscape where customer experience reigns supreme, having a solid transformation strategy is the key to staying ahead. This talk explores the essential components of a Customer Experience Transformation Strategy, offering a roadmap for organizations to elevate their brand and delight customers. Dive into the importance of culture, data, technology, and employee engagement in creating exceptional experiences. Learn how to align your business objectives with customer needs and navigate the ever-changing CX landscape. Join us as we unveil the secrets to crafting a winning strategy that ensures lasting success and sets your brand apart in the hearts of your customers.
9:30 am - 10:00 am
CDT
Keynote: "Deciphering CX Data Metrics: From Insights to Action"
Robin Raymond -
Vice President of Customer Experience,
Synchrony Financial
Michelle Billinger - VP of CX Design, Synchrony Financial
This session will focus on the importance of CX data metrics in driving informed decision-making and improving customer experiences. Attendees will learn how to identify relevant metrics, leverage data analytics tools effectively, and translate insights into actionable strategies. Real-world case studies will highlight best practices for measuring and optimizing CX performance through data-driven approaches.
Robin Raymond
Vice President of Customer ExperienceSynchrony Financial
10:00 am - 10:30 am
CDT
Keynote: "Enterprise Customer Journey Management"
Jaysa Boyer -
Head, Employer Engagement,
Ultimate Medical Academy
Explore the intersection of Customer Experience (CX) and Enterprise Journey Management, unveiling their pivotal role in enhancing business value. Discover how prioritizing exceptional customer experiences contributes to increased loyalty, revenue growth, and sustainable outcomes. This presentation offers real-world case studies and actionable insights, guiding organizations to optimize each touchpoint along the customer journey for maximum business impact. Join us to navigate through fostering enduring customer relationships and reaping substantial rewards by prioritizing the business value of CX and enterprise journey management.
10:30 am - 11:30 am
CDT
Business Meetings
11:30 am - 11:45 am
CDT
Comfort Break
Take a breather during this brief interlude before getting back into our sessions!
11:45 am - 12:15 pm
CDT
CLOSING KEYNOTE: "Revolutionizing Customer Satisfaction: A Deep Dive into AI Integration into Customer Experience Measurement"
T.S. Balaji -
VP Digital & Customer Experience,
Cox Communications
Join us for an insightful exploration into the future of customer satisfaction as we delve into the integration of Artificial Intelligence (AI) into Customer Experience Measurement. This presentation will unravel the transformative power of AI in shaping and enhancing the way businesses measure, understand, and optimize customer interactions. Discover real-world applications and the strategic advantages that AI brings to the forefront of customer experience management. Learn how leveraging AI can lead to actionable insights, personalized experiences, and ultimately, the delivery of unparalleled customer satisfaction. Embrace the future of customer-centric strategies by unlocking the potential of AI integration in measuring and elevating customer experiences.
