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 Two
8:35 am - 8:45 am
CHAIRPERSON’S OPENING ADDRESS
8:45 am - 9:15 am
Presentation: Operationalizing Customer Journey Mapping To Create Tangible, Actionable Initiatives and Realise ROI
TS Balaji -
VP Digital & Customer Experience,
Cox Communications
9:15 am - 9:45 am
Presentation: An Antidote To Confusion: Prioritizing Simplicity In Leadership And Strategy To Create Exceptional CX
Geoff Estilow -
Director of Service Experience,
Fidelity Investment
9:50 am - 10:20 am
One-to-One Business Meetings
9:50 am - 10:20 am
Think Tank: Allies or Adversaries: Considering The Chemistry Between Empathy And AI Within Your Customer’s Journey
10:25 am - 10:55 am
One-to-One Business Meetings
11:00 am - 11:45 am
Roundtable 1: Improving CX Across The Board By Applying Successful B2C Strategies To B2B
11:00 am - 11:45 am
Roundtable 2: Utilising Generative AI To Unlock And Empower Customer And Employee Thinking
11:00 am - 11:45 am
Roundtable 3: Optimizing Digital Channels To Create A Holistic And Interconnected Customer Journey
11:00 am - 11:45 am
Roundtable 4: The Path To Success: The Importance Of C-Suite Buy-In In Promoting Innovation
11:30 am - 12:00 pm
Presentation: Data And Technology: Investigating The Finely Tuned Instruments That Marry CX With Excellence
12:05 pm - 12:35 pm
One-To-One Business Meetings
12:05 pm - 12:35 pm
Think Tank: How To Lead A Customer-Obsessed Organization
1:05 pm - 2:05 pm
INTERACTIVE NETWORKING LUNCH
2:40 pm - 3:10 pm
One-To-One Business Meetings
2:00 pm - 2:30 pm
Think Tank: Practising Responsible Design To Drive Sustainable Value
