Insightful. Inspirational. Community-Oriented.

May 4-6, 2020
Greater 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 - Transform the Guest Experience with Human and NextGen Technologies



9:00 am - 9:30 am Industry Insight - Every Employee Deserves an AI Assist: Ingelligently Plan for the Future



11:00 am - 11:30 am Networking Break

Masterclass

11:30 am - 12:00 pm CX Beat: The Importance of Reducing Customer Effort

Masterclass

12:00 pm - 12:30 pm Improve VoC Collection: Customer Intelligence Strategies of the Future

Masterclass

11:30 am - 12:00 pm The Future of Engagement - Prioritize and Measure Customer Feedback

Masterclass

12:00 pm - 12:30 pm The Intersection of Employee Management and Customer Experience

12:30 pm - 1:30 pm Lunch & Learn

Earlier in the Exchange, we collected your insights and challenges using Thoughtexchange.  We identified the highest rated topic areas. During this interactive luncheon, you’ll have the opportunity to choose a topic and participate in a small group discussion. 

Afternoon Tea Roundtable Discussion

Roundtable 1

1:30 pm - 2:15 pm Voice of the Customer

Roundtable 2

1:30 pm - 2:15 pm Actionable Insights

Roundtable 3

1:30 pm - 2:15 pm Omnichannel Strategies

Roundtable 4

1:30 pm - 2:15 pm Design Thinking

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 - Deliver an Optimal Enterprise Grade Experience
Mary Derrick - VP, Digital Customer Experience, Schneider Electric
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Mary Derrick

VP, Digital Customer Experience
Schneider Electric

Track A

4:45 pm - 5:15 pm Project Analysis - Where Do You Start with Digital CX?
Mary Derrick - VP, Digital Customer Experience, Schneider Electric
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Mary Derrick

VP, Digital Customer Experience
Schneider Electric

Track B

4:15 pm - 4:45 pm Project Analysis - The Connected Patient: Digital Tools Enhance the Patient Experience
Shannon Adams - Head of Customer and Employee Experience, Cigna
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Shannon Adams

Head of Customer and Employee Experience
Cigna

Track B

4:45 pm - 5:15 pm Project Analysis - From Empathy to Caring: Understand, Enhance, and Optimize Customer and Employee Experiences
Shannon Adams - Head of Customer and Employee Experience, Cigna
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Shannon Adams

Head of Customer and Employee Experience
Cigna

4:45 pm - 5:00 pm Comfort Break

5:30 pm - 6:00 pm Industry Insight - The Power of Storytelling to Connect with Customers

Claudia Huapaya - VP, Customer Experience & Retail, Rent The Runway
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Claudia Huapaya

VP, Customer Experience & Retail
Rent The Runway

6:00 pm - 6:30 pm Industry Panel - Retail CX Luminaries

Claudia Huapaya - VP, Customer Experience & Retail, Rent The Runway
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Claudia Huapaya

VP, Customer Experience & Retail
Rent The Runway

6:30 pm - 7:30 pm Cocktail Reception