Customer Experience 2024

Agenda

CHOOSE BETWEEN TWO DIFFERENT COLLABORATION ZONES:

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:

Zone 1. Investing in Digital to Improve the Customer Experience
Zone 2. Developing Action-Oriented CX Initiatives

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com

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Schedule-at-a-Glance is based on a previous event and will be updated as additional information becomes available.


SUNDAY, JULY 14, 2024 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Sunday to participate in Monday’s Networking Activity

MONDAY, JULY 15, 2024 | NETWORKING DAY

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

9:00 AM

Bike Around Nashville Tour

Experience local history, art, and culture with Nashville’s original bike tour operator. One of the local guides will show you what they love most about their city and we’ll cap off this experience with a taste of Nashville’s southern cuisine that will have you movin and groovin right into the event! Transportation, food, and beverages included. Ponchos will also be provided in case of inclement weather.

2:30 PM

Leadership Councils Mixer and Roundtable: Enabling an Innovative Customer Journey via Digital Transformation

*Please note participation is restricted to Leadership Council Members and Associate Members only. For more information on the Leadership Councils, please visit Council Tab above.

3:00 PM

Sponsor Workshop

4:00 PM

Leadership Councils Mixer and Critical Issue Roundtable Concludes

4:30 PM

Sponsor Registration & Orientation Reception

5:00 PM

Presenter & Featured Thought Leader Orientation

An essential meeting for Headliners, Rockstars, Fab Facilitators, and confirmed Featured Thought Leaders to preview the event, highlight your roles, and network with fellow peers.

5:45 PM

Participant Meet ‘n’ Greet

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

6:30 PM

Welcome Networking Reception and Event Kickoff

Meet your fellow peers and colleagues as we engage in an icebreaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration. Dinner & passed hors d’oeuvres to be served.

TUESDAY, JULY 16, 2024 | GENERAL SESSION AND EXHIBITION

8:00 AM

Registration, Continental Breakfast, and Exhibition

8:30 AM

WELCOME and HEADLINER – What is Winnable? Strategic Priorities for Transformative Customer Experiences

9:20 AM

Navigating Customer Experience 2023: A Frost & Sullivan Executive MindXchange

9:25 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:30 AM

EXECUTIVE INSIGHT – Where Technology is Playing in CX Innovation

10:00 AM

Networking, Refreshment, and Exhibition Break

10:30 AM

CONCURRENT COLLABORATION ZONES – Roundtables

Roundtables capture the power of all participants’ voices, insights, and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1.
Humanizing an Automated Customer Experience

Zone 2.
Leveraging VoC and VoE to Raise the Bar

11:45 AM

Session to Session Travel Time

11:50 AM

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid-fire, one-on-one meetings with leading solution providers – both intense and fulfilling.

12:20 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:20 PM

Session to Session Travel Time

1:25 PM

ASK THE EXPERTS! Panel Discussion – Talk Their Talk: Data-Driven Storytelling to Foster Organizational Buy-In

2:10 PM

Navigating Customer Experience 2023: A Frost & Sullivan Executive MindXchange

2:15 PM

CROWDSOURCE – The Best of the Best Customer Experiences

Collaborate to identify great brand interactions drawn from your personal experiences, dissect what made them great, and how that was achieved. It’s a veritable list of “what to do and how” compiled by the folks who know it best!

3:15 PM

Networking, Refreshment, and Exhibition Break

3:45 PM

SUCCESS STORIES - Co-creation: Collaborating with Your Customers to Guide CX Design

Benefit from two unique and consecutive perspectives on an opportunity we can all leverage for success.

4:35 PM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

4:40 PM

CAPSTONE - Yes, Employee Experience is a Revenue Driver! Your CX is Only as Good as Your EX

5:30 PM

Networking Reception

Let’s unwind together, and toast to a fantastic day and an even better evening filled with nothing less than laughter and pure joy! Cocktails & lite bites to be served.

6:15 PM

GROOVE AROUND NASHVILLE

Take networking a step further and join us as we venture to Nashville’s hot spots to see the town, feel the music, and toast the night away! A great opportunity to further relationships with your fellow peers in a fun, intimate setting! Dinner & cocktails to be served.

WEDNESDAY, JULY 17, 2024 | GENERAL SESSION, EXHIBITION & CUSTOMER EXPERIENCE CENTER TOUR

7:15 AM

Sunrise Stroll

Join us for a sunrise stroll in the park as we venture to Nashville’s famous Centennial Park. A lush oasis that offers a tranquil respite surely to have you relaxed and ready to enjoy a great day of content and networking.

8:30 AM

Continental Breakfast and Exhibition

9:00 AM

ICE BREAKER and HEADLINER – Investing in CX Priorities to Generate Customer Lifetime Value

9:40 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:45 AM

Session to Session Travel Time

9:50 AM

CONCURRENT COLLABORATION ZONES – ThinkTanks

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1.
Design Thinking: A Proactive Approach to the End to End Customer Journey

Zone 2.
Establishing Measures of CX Success: Retention, Revenue, Loyalty, and More

11:00 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

11:45 AM

The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between four themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience executives today. These are fifteen-minute rapid-fire sessions with two rotations. First come, first serve, so choose wisely! Each brainstorming group will build upon the other to build a list of readily operationalized ideas for these common challenges.

The Fix on Building a Culture Founded on Customer Success

The Fix on Collaborating on Product Conception and User-Centered Design

The Fix on Structuring Teams to Deliver Transformational Change

The Fix on Human Machine Interfaces for Next Generation Customer Experience

12:15 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:00 PM

EXECUTIVE DIALOGUES - Surprising Lessons from My CX Transformation Journey

Benefit from two unique and consecutive perspectives on an opportunity we can all leverage for success.

1:45 PM

INSIGHTS AND IDEAS ROUNDUP - The Great Take-Away: Implementing the Best, Brightest, and Boldest Ideas from the Program

2:15 PM

Content for Customer Experience 2023: A Frost & Sullivan Executive MindXchange Concludes

CUSTOMER EXPERIENCE TOUR
Nissan Stadium, Home of the Tennessee Titans

What can I learn about customer experience from a football stadium, you ask? Isn’t this a bit of a “fumble”? Exactly! Join us on this non-traditional tour and explore customer experience excellence from a new perspective! This is your backstage pass to Music City’s premier sports and entertainment destination, giving you behind-the-scenes access to a state-of-the-art venue that was designed to enhance the game day experience and so much more.

Key Take-Aways:

  • Insight on how the experience for premium club and suite guests is elevated above the “average Joe” ticket holder
  • Examples of innovative technologies that are used to boost the guest experience
  • Best practices for keeping nearly 70,000 fans happy during each event and throughout the year
Nissan Stadium
Nissan Stadium
Nissan Stadium

2:30 PM

Check-In and Customer Experience Tour “Kickoff”

Snacks and beverages will be provided

*Please note participation incurs an additional fee for those other than Leadership Council members. See the registration tab for details.

3:30 PM

Customer Experience Tour at Nissan Stadium

5:00 PM

Customer Experience Tour Concludes and Shuttle Departs for the Loews Vanderbilt Hotel

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