Insightful. Inspirational. Community-Oriented.

May 17-19, 2020
Denver, CO

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 - Leading Through a People-Centric Lens: Workforce Alignment Strategies, Processes and Systems

Melanie Penna - Senior Vice President of Customer Experience Workforce Alignment, Comcast Cable
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Melanie Penna

Senior Vice President of Customer Experience Workforce Alignment
Comcast Cable

9:00 am - 9:30 am Industry Insight - How CX Has Transformed the Role of the CMO

Judith Toland - VP & Chief Marketing Officer, Life Fitness
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Judith Toland

VP & Chief Marketing Officer
Life Fitness

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

11:30 am - 12:00 pm Project Analysis - Predict Consumer Behavior Before Developing a Product

AnnaZulma McFadden - VP UX Design Lead, JP Morgan Chase
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AnnaZulma McFadden

VP UX Design Lead
JP Morgan Chase

12:00 pm - 12:30 pm Industry Insight - Modernizing The Contact Center For Results

Laurie Simpter - Senior Manager of Customer Relations, Pier 1 Imports
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Laurie Simpter

Senior Manager of Customer Relations
Pier 1 Imports

12:30 pm - 1:30 pm Networking Lunch

Afternoon Tea Roundtable Discussion

Roundtable 1

1:30 pm - 2:15 pm Hospitality Reimagined: The Guest Experience Program
Steve Mayers - Chief Experience Officer, Hartsfield-Jackson Atlanta International Airport
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Steve Mayers

Chief Experience Officer
Hartsfield-Jackson Atlanta International Airport

Roundtable 2

1:30 pm - 2:15 pm Process Innovation-Designing Services and Experiences for the Digital Economy
Jennifer von Briesen - Vice President, State Street
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Jennifer von Briesen

Vice President
State Street

Roundtable 3

1:30 pm - 2:15 pm Using Data to Perfect the Customer Experience
Arzan Devlaliwalla - Sr Director Global Design and Research, Marriott International
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Arzan Devlaliwalla

Sr Director Global Design and Research
Marriott International

Roundtable 4

1:30 pm - 2:15 pm Journey Analytics and how it relate to VOC
Jami Thomas - Senior Director of Rental Sales, Zillow Group
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Jami Thomas

Senior Director of Rental Sales
Zillow Group

Roundtable 5

1:30 pm - 2:15 pm CX DIY: Building Your Own CX Capabilities and Teams
Jenn Oyler - Global Vice President Customer Experience and Research, Fleetcor
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Jenn Oyler

Global Vice President Customer Experience and Research
Fleetcor

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 - Using Omnichannel Feedback to Elevate Service Quality
Norbert Stone - Vice President, Value-Added Services, Hertz
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Norbert Stone

Vice President, Value-Added Services
Hertz

Track B

4:15 pm - 4:45 pm Project Analysis - Understanding Customer Experience - Creating a Winning Culture
Jami Thomas - Senior Director of Rental Sales, Zillow Group
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Jami Thomas

Senior Director of Rental Sales
Zillow Group

4:45 pm - 5:00 pm Comfort Break

5:00 pm - 5:30 pm Industry Insight - Carhartt’s Roadmap to Best-in-Class CX



5:30 pm - 6:00 pm Benchmarking session - The Growth Specialist: Customer Consultation as the New Customer Service

Sam Lee - SVP, Head of Growth, WeWork
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Sam Lee

SVP, Head of Growth
WeWork

6:00 pm - 7:00 pm Cocktail Reception