NORTH AMERICA'S PREMIER INVITATION-ONLY COMMUNITY MEETING FOR SENIOR CUSTOMER EXPERIENCE LEADERS
February 26 - 27, 2024
| Le Méridien Dania Beach, Fort Lauderdale, Florida, USA
Agenda Day One
8:30 am - 8:35 am
CX EXCHANGE USA WELCOME
8:35 am - 8:45 am
CHAIRPERSON’S OPENING ADDRESS
8:45 am - 9:15 am
Presentation: Convenience, Competency, And Care: Considerations When Designing A Bullet-Proof Customer Experience Strategy
Stacey Wagner -
Chief Experience Officer,
Zappos
9:15 am - 9:45 am
Presentation: The Future Starts Today: Delivering Revenue and Results With Foresight and Forward Thinking
9:50 am - 10:20 am
Think Tank: Improving The Customer Journey With CRM And Journey Mapping
9:50 am - 10:20 am
One-to-One Business Meetings
10:25 am - 10:55 am
One-To-One Business Meetings
11:00 am - 11:45 am
Panel Discussion: The Era Of Man And Machine: Considering The Implications Of Generative AI From Boardroom to Contact Center On CX
Craig Antonucci -
Chief Experience Officer,
Autocar Trucks
TS Balaji - VP Digital & Customer Experience, Cox Communications
Sheetal Kohli Rishi - VP, High Performance Computing & AI, Global Customer Success & Solution Engineering, Hewlett Packard Enterprise
Shantel Love - VP of Customer Success - North America & APAC, Pearson
Sheetal Kohli Rishi
VP, High Performance Computing & AI, Global Customer Success & Solution EngineeringHewlett Packard Enterprise
11:45 am - 12:15 pm
Presentation: Connecting Digital Transformation With Empathy And Experience Management For Sustained Success in 2024
12:20 pm - 12:50 pm
One-To-One Business Meetings
12:50 pm - 1:50 pm
Interactive Networking Lunch
1:55 pm - 2:25 pm
One-To-One Business Meetings
2:30 pm - 3:00 pm
Think Tank: The Necessity For Ethical Design In CX
2:30 pm - 3:00 pm
One-To-One Business Meetings
3:05 pm - 3:35 pm
Fireside Chat: Is Branding A Nice-To-Have Or A Non-Negotiable For Modern Day CX-Driven Organizations?
3:35 pm - 4:35 pm
Roundtable 2: Harnessing Data To Place The Customer At The Heart Of Your Organization
3:35 pm - 4:35 pm
Roundtable 1: Rethinking Customer Journey Mapping A New Era Of Customer Excellence
These popular interactive roundtables allow you to break off into small groups where you will be able to benchmark, debate and discuss best practice with your peers with a glass of something to round off a hard day’s work! Select from the options available to ensure you are sat at a table with peers who have similar goals to your own
3:35 pm - 4:35 pm
Roundtable 3: Unlocking experience By Rapidly Transforming Organisations From A Low CX Maturity To High
Andy Schulkind -
Vice President Customer Experience,
Domino North America
3:35 pm - 4:35 pm
Roundtable 4: Defining Value By Selling The ROI Of CX Initiatives To Leadership Teams
Craig Antonucci -
Chief Experience Officer,
Autocar Trucks
4:40 pm - 5:10 pm
One-To-One Business Meetings
4:40 pm - 5:10 pm
Think Tank: Building Conversations: Bridging Data Across The Enterprise To Advance Your Cx Strategy
