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. Delivering Wholly Unique Experiences to Achieve Brand Loyalty
Zone 2. Capitalizing on Customer Analytics

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

Schedule-at-a-Glance is continuously 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.

8:00 AM

Welcome Mimosa Breakfast: Exclusive to Leadership Council Members only*

For more information on the Customer Engagement Leadership Council, click here.
For more information on the Growth Innovation Leadership Council, click here.

9:00 AM

Scavenger Hunt at Universal CityWalk Orlando

Join us for an exhilarating scavenger hunt at Universal CityWalk Orlando, where every corner holds a clue and every twist leads to adventure! Race against time with newfound friends & feel the thrill of discovery as you navigate the vibrant CityWalk.  Ready, set, hunt! 

Lunch & Transportation to be provided.

3:00 PM

Sponsor Workshop

4:30 PM

Sponsor Registration & Orientation Reception

5:00 PM

Presenter & 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 SOLUTION

8:00 AM

Continental Breakfast and Solutions Pavilion

8:30 AM

WELCOME and HEADLINER – From Buzzwords to Brass Tacks: CX in the New Era of AI

Dora Boussias, Transformational Leader, Data & Analytics

Abstract:
In an age where buzzwords abound and technological innovations proliferate, the pursuit of exceptional Customer Experience (CX) demands clarity amidst the noise, and to focus on what really matters. Join prominent industry thought leader Dora Boussias as she draws from nearly three decades of frontline experience, uncovering strategies and practical, actionable insights that drive meaningful and resilient outcomes.

Key Take-Aways:

  • Actionable strategies how to cut through the noise and focus on what really matters, to innovate ethically while elevating customer experience
  • Practical insights to diffuse complexity of tech solutions and harness the power of data and AI, to create exceptional customer journeys
  • Examples of how to equip yourself with the tools and insights needed to lead your organization confidently into the new era of CX innovation

Headliner:

Dora BoussiasDora Boussias
Transformational Leader, Data & Analytics

 

Why You Should Listen to Dora:
Dora is an industry-recognized business data and technology thought leader, with deep domain expertise in data & analytics, enterprise architecture, digital transformation. Adept at bridging the gap between Business and IT, comfortable spearheading global change initiatives from strategy to execution. A passionate frequent speaker focusing on the topics of data strategy, data & AI governance, and transformational leadership, Dora is esteemed for her authenticity, strategic pragmatism, and approachability and is a highly sought-out mentor by professionals at various career stages. Dora serves on several advisory boards, leveraging her extensive ~30-year career spanning Financial Services, Insurance, Retail, Education, and Healthcare/MedTech.

9:15 AM

Navigating Customer Experience 2024: A Frost & Sullivan Executive MindXchange

9:20 AM

Energizer

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

Hosted by:

9:25 AM

CASE HISTORY - Validate to Innovate: CX Experimentation and Prototyping to Mitigate Risk and Drive ROI

Miya Gray, Vice President Customer Experience & Engagement, Pfizer

Abstract:
When creating new experiences it is essential to bring concepts to life through prototyping and experimentation. This should allow you to move both rapidly and intelligently by gaining buy-in from business stakeholders, validating concepts with customers, and reducing ambiguity for implementation and development partners….ultimately, significantly improving the quality and success of the final experience.

Key Take-Aways:

  • Critical factors to gain clarity on short and long term business benefits of experimentation and prototyping and how to gain buy-in and investment from potential stakeholders
  • Techniques to understand the difference between concept and design experimentation – when to use which and what type of prototyping support is needed
  • Framework for setting up a CX experimentation and prototyping capability

Rockstar Insight:

Miya GrayMiya Gray
Vice President Customer Experience & Engagement
Pfizer
 
Why You Should Listen to Miya:
Miya has practiced Customer Experience across the healthcare ecosystem in large and small(er) organizations for 20+ years. She believes that CX is a team sport, and, in order to be successful, the customer has to be part of the team – providing input and insights to shape new experiences. As a CX leader, Miya is focused on introducing new and innovative CX capabilities that will positively impact customers as well as add value for internal stakeholders.

9:55 AM

Solutions Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

Featured Demonstration Hosted By:

10:25 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.
Ensuring a Seamless Multichannel Customer Journey

Ian Tempro, Chief Operating Officer, IA Solutions


Abstract:
Eager to take your customer experience to the next level? Join us as we explore how proper journey mapping leads to improved customer satisfaction, retention, and success.

Key Take-Aways:

  • Fresh perspectives on driving customer success
  • Framework for successful journey mapping
  • Best practices for collaboration across teams

Fab Facilitator:

Ian TemproIan Tempro
Chief Operating Officer
IA Solutions
 

Why You Should Listen to Ian:
As an industry veteran with 20 years of experience in steering contact center operations, Ian’s leadership as COO of Insta Answer has been instrumental in incorporating service focused technology to drive improved customer engagement. He is committed to helping brands reach their CX goals and is recognized for his ability to build truly bespoke programs across diverse industries.

Zone 2.
Integrating Multiple Platforms and Channels to Deliver a Unified CX

Michael Stineman, Executive Vice President, Growth, Modus


Abstract:
Meeting and exceeding customer expectations is crucial for thriving in today’s competitive landscape. Consistency in content, messaging, functionality, value proposition, and branding across multiple touchpoints, interfaces, and experiences has never been more challenging and essential to delivering an exceptional customer experience.

Key Take-Aways:

  • Practical strategies for working cross-functionally to incorporate CX transformation into your roadmap.
  • Lessons learned from the creation, implementation, and adoption of an enterprise design system, as well as creating and launching new digital products.
  • Real-world examples of how ADP, Gibson Brands, Inc., and Novartis meet and exceed customer expectations by unifying customer experiences across multiple platforms and channels.

Fab Facilitator:

Michael StinemanMichael Stineman
Executive Vice President, Growth
Modus
 

Why You Should Listen to Michael:
Over two decades ago, Michael embarked on a journey that transitioned him from product management to customer experience. During this time, he has steered companies like ADP, Coldwell Banker, and Sesame Workshop, through the stages of ideation, design, development, and ultimately, the launch of various digital experiences. His enthusiasm lies in providing practical and strategic guidance that delivers lasting value.

11:25 AM

Session to Session Travel Time

11:30 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.

12:05 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.

Hosted by:

Topic Table Hosted By:

1:05 PM

Session to Session Travel Time

1:10 PM

ASK THE EXPERTS! Panel Discussion – Investing in Your Customer’s CX Priorities

Moderator:
Shruti Basavaraj Ahluwalia, Head of CX Strategy, Citi Branded Cards and Unsecured Lending, Citi

Panelists Include:
Allison Boudreau, Area Vice President, Digital Experience and Education, Calix, Customer Engagement Leadership Council Member
Kaitlyn Daleiden, Principal UX: Experience Strategy, Content & Communications, Nordstrom
Michelle Henry, Senior Vice President, Customer Experience, FirstEnergy
Leslie Nelson, Senior Director, Digital Client Experience, HOLLY HUNT
Laura Smith, Executive Vice President Global Sales & Customer Experience, Hertz

Abstract:

In this era of fast-paced technological advancement, understanding and adapting to rapidly changing customer expectations is imperative. Organizations need to stay attuned to market trends and customer feedback to ensure their strategies align with current expectations. During this panel discussion we will be discussing the strategies and investments that will make an impact in this ever-changing environment.

Key Take-Aways:

  • Insights on how best should CX be measured with the advancements of rapidly changing technology such as Generative AI
  • Examples of the most effective ways to convince stakeholders of the importance of investing in CX
  • Steps to effectively prioritize CX investments for maximizing ROI

Moderator:

Shruti Basavaraj AhluwaliaShruti Basavaraj Ahluwalia
Head of CX Strategy, Citi Branded Cards and Unsecured Lending
Citi
 

Why You Should Listen to Shruti:
Shruti is driving the path to create transformational customer-centric experiences across the customer lifecycle at Citi. She brings emerging digital and technology expertise together with business analytics, competitive knowledge, and customer best practices to propel growth.

 

Panelists Include:

Allison BoudreauAllison Boudreau
Area Vice President, Digital Experience and Education
Calix
Customer Engagement Leadership Council Member
 

Why You Should Listen to Allison:
Allison leads a skilled team of customer engagement, community, and education professionals who are dedicated to helping customers reach their business objectives. She has over 15 years of experience in B2B markets, covering telecommunications, healthcare, and SaaS. She thrives when creating strong relationships with customers and providing value that exceeds their expectations. She is a data nerd who loves to improve programs through CSAT and engagement metrics. Her personal motto is “over prepare, then go with the flow.”

 
Kaitlyn DaleidenKaitlyn Daleiden
Principal UX: Experience Strategy, Content & Communications
Nordstrom
 

Why You Should Listen to Kaitlyn:
Kaitlyn is a UX leader and content strategist at Nordstrom, supporting both customer and employee experiences, and advocating for the customer experience to ensure Nordstrom’s digital tools and experiences align with Nordstrom’s company vision of “making customers look and feel their best.” Prior to her time at Nordstrom, Kaitlyn spent 7 years at United Airlines where she specialized in content design, marketing, and personalization in various organizations including sales, technology and product giving her a unique point of view on how to create meaningful and engaging customer experiences.

 
Michelle HenryMichelle Henry
Senior Vice President, Customer Experience
FirstEnergy
 

Why You Should Listen to Michelle:
Michelle is a Registered Professional Engineer who started her career in nuclear engineering over 30 years ago. Her journey through the electric utility business at FirstEnergy included positions in rates, treasury, policy and compliance, a diverse background that provided unique perspectives to prepare Michelle for her current role of Senior Vice President, Customer Experience. She firmly believes that an exceptional customer experience is the key to any successful organization, and it all starts with the caring and cultivation of its employees.

 
Leslie NelsonLeslie Nelson
Senior Director, Digital Client Experience
HOLLY HUNT
 

Why You Should Listen to Leslie:
Leslie has over 25 years of experience in building world-class client service teams and strategies for luxury brands, and leading operations for exponential growth. She is currently the Senior Director of Digital and CX at HOLLY HUNT, a luxury furnishings brand now a part of MillerKnoll. Previously, Leslie was the head of operations for Sotheby’s marketplace, and Head of Service at Chanel, Tourneau, and Bluefly.

 
Laura SmithLaura Smith
Executive Vice President Global Sales & Customer Experience
Hertz
 

Why You Should Listen to Laura:
Laura brings more than 25 years of expertise in the travel industry and customer experience. She has held various leadership roles at Hertz’s International Contact Centre as well North America Contact Center and is currently based at Hertz’s HQ in Estero where she oversees CX and Sales. Laura’s extensive experience in transformation, technology enablement for enhanced customer experience and early deployment of GenAI is sure to make this an exceptional panel.

2:00 PM

Navigating Customer Experience 2024: A Frost & Sullivan Executive MindXchange

2:10 PM

The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between three themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience executives today. These are twenty-minute rapid-fire sessions with three 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 Engaging Employees to Provide the Best Service in a Virtual Workplace

Vanessa Neurohr, Vice President of Customer Success, MuckRack

Hosted By:

Bonnie SpeckVanessa Neurohr
Vice President, Customer Success
MuckRack
 

Why You Should Listen to Vanessa:
Vanessa joined MuckRack in 2016 as a Customer Success Strategist and currently serves as the Vice President of Customer Success. In this role, she works to change the way professionals’ approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

 

The Fix on CX Surveys with Actionable Impact

Pamela Fusting, Director of Operations, CX, State of Tennessee Department of Human Services

Hosted By:

Diane MeyerPamela Fusting
Director of Operations, CX
State of Tennessee Department of Human Services
 

Why You Should Listen to Pamela:
Pamela engages internal/external partners across all program areas to ensure a seamless, omnichannel customer experience and to grow the Department’s Voice of Customer program. She previously served as Project Director for the Maryland DHS Statewide Contact Center.

 

The Fix on Leadership Development

Karen Mitchell, Senior Director – Product Management, Marriott International

Hosted By:

Karen MitchellKaren Mitchell
Senior Director – Product Management
Marriott International
 

Why You Should Listen to Karen:
Karen has spent the last 20 years building a successful professional career leading technology strategy and transformation. She is currently employed at the largest hotel company in the world where she is responsible for the strategy and development of a multi-million dollar platform utilized by a 150,000 users across the globe.

 

3:30 PM

Solutions Pavilion, Briefing Sessions, Networking and Refreshments

4:15 PM

PEOPLE FIRST – Inventing New Experiences by Leveraging Human Centered Design

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

Karen Mitchell, Senior Director – Product Management, Marriott International

Abstract:
Customers expect businesses to provide products and services that are tailored to not just meet their needs, but to also surprise and delight them. Introducing humans-centered design as a discipline is vital to create solutions that solve the right problems while creating the right experiences. If your organization is interested in learning how to put people at the core of your creative process, this is the session for you.

Key Take-Aways:

  • The basics of how to identify a human need, how and why you need to keep that need at the center of the design process
  • Best practices to identify good and bad design from a user interaction perspective
  • Guide to uncover what can be measured to improve the design, and ensure that you conduct your research fairly and ethically

Rockstar Insight:

Karen MitchellKaren Mitchell
Senior Director – Product Management
Marriott International
 

Why You Should Listen to Karen:
Karen has spent the last 20 years building a successful professional career leading technology strategy and transformation. She is currently employed at the largest hotel company in the world where she is responsible for the strategy and development of a multi-million dollar platform utilized by a 150,000 users across the globe.

 

Heramb Dandekar, Global Director, User Experience, Whirlpool Corporation

Abstract:
Industries such as Automotive and Consumer face rapidly changing market demands with consumers seeking sustainable and technologically advanced products. They also face intense competition from global players who are applying pressure to innovate and reduce costs. Therefore, the universal formula is to design meaningful and desirable products that support users’ lifestyle. To design with humans at the center means to evoke the right emotions, creating experiences that make users feel in control, catered to, and understood.

Key Take-Aways:

  • Examples of emphasizing on sustainable and technologically advanced solutions
  • Best practices to navigate intense global competition with innovation and efficiency
  • Proven ways of Human-Centered Design as a Strategic Imperative

Rockstar Insight:

Heramb DandekarHeramb Dandekar
Global Director, User Experience
Whirlpool Corporation
 

Why You Should Listen to Heramb:
Heramb is a global UX leader known for his knack for identifying enhancements in design and processes across industries. Driven by a passion to humanize technology, he strives to make products and services approachable, desirable, and ubiquitous. Heramb and his teams have successfully influenced large global organizations in both the automotive and consumer goods industries, shifting their focus from the status quo of feature design to creating meaningful and elegant experiences that foster brand loyalty.

4:50 PM

Energizer

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

4:55 PM

CAPSTONE - Creating a Culture by Design

Kevin Gober, Senior Director, Arena Talent Experience, Miami HEAT

Abstract:

Walt Disney said it best, many, many years ago – “we can ill afford to rest on our laurels, even pause in retrospect. . . .” In today’s ever-changing environments, our organizational culture must be clearly defined and cemented into the minds and on the hearts of all team members / employees, in order to retain top-tier talent, maintain productivity and drive revenue & growth. Excited to share conversation on how we intentionally build a thriving culture.

Key Take-Aways:

  • Insight on how to Re-establish {reinforce} elements of employee engagement
  • A discussion on the elements – people, place, process – that must be aligned to generate performance or sustain your desired culture
  • Examples of characteristics that help build a thriving culture {genuine care}

 

Headliner:

Kevin GoberKevin Gober
Senior Director, Arena Talent Experience
Miami HEAT
 
Why You Should Listen to Kevin:
KG, throughout his extensive leadership journey, has consistently demonstrated a passion for people by developing, inspiring and motivating them, at every level of the organization, to achieve their very best. Aligning the culture between front-line team members and Executive leaders, within organizations he has served, has successfully created, and sustained strong, productive cultures.

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.

6:00 PM

Top Golf Orlando

Join us for an unforgettable evening at Top Golf Orlando! Enjoy a blend of friendly competition, delicious food, and refreshing drinks in a vibrant atmosphere. Whether you’re a golf pro or a novice, you’ll have a blast aiming for the targets, mingling with fellow attendees, and soaking up the electric energy of it all. Don’t miss this chance to network & have fun– it’s going to be a night to remember! Transportation to be provided.

WEDNESDAY, JULY 17, 2024 | GENERAL SESSION, SOLUTIONS PAVILION AND EMPLOYEE EXPERIENCE TOUR

6:45 AM

Early Risers Walk @ Sunrise

Invigorate your body, mind, and soul as we take a relaxing stroll and watch the sunrise. It’s the perfect way to get ready for a great day of content and networking.

8:00 AM

Continental Breakfast and Solutions Pavilion

8:45 AM

ICE BREAKER and HEADLINER – Change that Inspires! Successfully Coopting Your CX Ecosystem

Michael “Coop” Cooper, Founder & Head Executive Coach, High Performance Orgs, Growth Innovation Leadership Council Partner

Abstract:
In the dynamic landscape of customer experience, embracing and effectively managing change is paramount. We’ll delve into the nuances and challenges of change saturation and fatigue. Drawing upon real-world insights and research, we’ll discuss strategic approaches to foster a culture that not only adapts to but also thrives amidst continuous change.

Key Take-Aways:

  • Recognize the Differences Between Change Saturation and Change Fatigue: Understanding the distinction between change saturation and change fatigue is crucial to mitigate these challenges, ensuring that your workforce remains engaged and productive.
  • Strategies for Incremental and Inclusive Change: Adopting incremental change strategies and a bottom-up approach empowers employees at all levels, facilitating smoother transitions and greater buy-in. Emphasizing transparent communication and feedback further enriches this process, aligning organizational changes with employee expectations and capacities.
  • Strategies for Resilience and Adaptation: A positive employee experience is foundational to successful CX transformation. We’ll cover science-backed strategies to cultivate a more resilient and adaptive organizational culture.

Headliner:

Michael “Coop” CooperMichael “Coop” Cooper
Founder & Head Executive Coach
High Performance Orgs
Growth Innovation Leadership Council Partner
 

Why You Should Listen to Coop:
Coop is passionate about the people side of change. He recognizes changing minds can be difficult but knows often it’s much easier and simpler than we might think. Coop empowers leaders at companies around the world to understand and appreciate the underlying NeuroEfficiencies that people have, to speak directly in terms of what is important to them, and successfully sell their ideas and strategies.

9:45 AM

Energizer

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

9:50 AM

Session to Session Travel Time

9:55 AM

COLLABORATION ZONE – Roundtable

Roundtables capture the power of all participants’ voices, insights, and experiences via group discussion and exploration of the issue at hand.
Zone 1.
Supercharge Your Customer Experience Through Personalization

Phil Gray, Chief Product Officer, Interactions

Abstract:
Consumers desire a personalized experience when interacting with the brands they do business with. Personalization can lower customer effort while providing an enhanced experience. However, personalization has been an elusive goal considering data and privacy challenges. Also, many businesses lack a strategy on how to apply personalization to maximum customer experience.

Key Take-Aways:

  • Insight on how to gain knowledge about your customer’s expectations for personalization
  • An understanding of why it’s imperative to set goals for personalization
  • A guide for determining what enabling technologies will make the greatest impact
  • Examples of key use cases where personalization will move the needle on customer effort, or increasing revenue, etc
  • Insight on how to break down roadblocks

Fab Facilitator:

Peter LeppikPhil Gray
Chief Product Officer
Interactions
 

Why You Should Listen to Phil:
Phil leads innovation initiatives at Interactions, collaborating with customers and partners to create and operationalize disruptive technology inventions that transform customer experience. He has extensive experience with Conversational AI and customer experience technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company. He also held leadership roles at Nuance and Eloyalty.

10:55 AM

Solutions Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

Networking Break Hosted By:
Interactions

11:25 AM

Elevating Customer Experiences: Strategies and Approaches for Unlocking CX DNA

Demi Lin, Former Vice President, Global Business Development & Strategic Marketing, Customer Experience and Digital, Axalta


Abstract:

Companies aiming to boost customer experience often face resource limitations. Are there cost-effective methods to grasp customer pain points efficiently? How can a holistic approach, spanning from Voice of Customer to customer journey to digital roadmap, unveil the essence of CX? What’s the recipe for a balanced strategy, blending long-term vision with short-term gains to bolster digital capabilities and maintain a competitive edge?

Key Take-Aways:

  • Critical factors in grasping the fundamental pillars of a customer experience audit
  • Practical insights on deploying a systematic, customer-centric tool for Voice of Customer analysis, unveiling actionable insights into your CX blueprint
  • Best practices for crafting a comprehensive customer journey and digital roadmap to elevate customer experience excellence

Rockstar Insight:

Demi LinDemi Lin
Former Vice President, Global Business Development & Strategic Marketing, Customer Experience and Digital
Axalta
 
Why You Should Listen to Demi:
Drawing from over two decades of experience in sales, marketing, strategy, and business development, Demi has consistently delivered measurable results in enhancing customer satisfaction and driving top-line growth. In this presentation, Demi will share innovative insights and practical strategies and practices for enhancing customer experiences.

12:00 PM

Session to Session Travel Time

12:05 PM

INTERACTIVE – The Masterminds Meetup

Welcome to the World-Famous Masterminds Meetup, a session centered on a give-and-get collaborative exchange with fellow participants. Connect 1:1 with peers who share your challenges to get feedback, recommendations, and answers while reciprocating across the table.

Started a conversation you didn’t finish? Want to meet someone you didn’t have enough time to engage with? Invite them to join you at the Masterminds Meetup! It’s as easy as clicking on their name in the event app and entering “Join me at the Mastermind.”

12:40 PM

Networking Luncheon

1:20 PM

EXECUTIVE DIALOGUES – What it Takes Now to Make a Great Employee Experience

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

Tawana Allen, Vice President, Customer Experience, Greater Orlando Aviation Authority, Customer Engagement Leadership Council Member

Abstract:
When we make our employees our priority, our customers will see the positive outcome! We have all heard the saying, “happy employees result in happy customers.” Creating an environment that is conducive to positivity, empowerment, and growth is how we can make it happen. Investing in our employees is the first step. If we want our employees to exhibit positive behaviors, create positive experiences and wow our customers, we also have to do the same for them! The return on investment when investing in employees far outweighs the monetary cost.

Key Take-Aways:

  • Framework to customer service that supports employee empowerment
  • Best practices for gaining buy-in from employees to provide a positive CX
  • Insights on the importance of recognition and celebrating employee and CX successes
  • Examples of how investing in employees creates a significant ROI

Rockstar Insight:

Tawana AllenTawana Allen
Vice President, Customer Experience
Greater Orlando Aviation Authority
Customer Engagement Leadership Council Member

Why You Should Listen to Tawana:
Over the past 20 years, Tawana has devoted her career to boosting customer and employee experiences, encouraging innovation, and managing the ongoing changes of the aviation-world. She is a force behind the creation and application of customer experience plans that perfectly synchronize with the overall aims and objectives of the Aviation Authority and bring empowerment to employees. 

Namrata Rathore, Senior Director, Access Center, Orlando Health Medical Group

Abstract:
A workplace culture centered on curiosity, support and fellowship is the foundation of a strong team. An exceptional employee experience is about genuine connection and understanding the core drivers of fulfillment and satisfaction. Compelling leaders who lead highly engaged teams leverage true human engagement and connection, with focus on continuous growth and improvement. Meaningful and successful growth is created by utilizing team member strengths and how it can help the team achieve its goals. A great employee experience comes from an environment centered on trust, positive collaboration, supportive productivity and remaining psychologically safe.

When it comes to your employee experience, great teams and teamwork are not a nice-to-have; they are a must-have!

Key Take-Aways:

  • Framework for creating an organizational culture based on curiosity, support, and fellowship
  • Best practices for building trusting and psychologically safe teams
  • Insight on the importance of connecting employee strengths and satisfaction that leads a successful employee experience

Rockstar Insight:

Namrata RathoreNamrata Rathore
Senior Director, Access Center
Orlando Health Medical Group

 

Why You Should Listen to Namrata:
With over 20 years of experience in process improvement, and organizational growth, Namrata is a highly skilled, award-winning Administrative Executive. She has influenced the implementation of system-wide best practices and training initiatives that have had positive impacts on efficiency, productivity, and quality of care. She was awarded the Excellence in Leadership Award in 2018 and the 2015-2016 Best New Patient Experience Leader in Patient Access Service Center from Stanford Children’s Health. While at Orlando Health, she was recently awarded the Excellence Award in Leadership.  

2:05 PM

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

Moderator:
Mandy Muller, Vice President, Operations Services & Business Integrations, Zaxby’s

Panelists Include:
Cheryl Colbert, Director of Customer Experience, Tops Markets
Kaitlyn Daleiden, Principal UX: Experience Strategy, Content & Communications, Nordstrom
Pamela Fusting, Director Of Operations, CX, State of Tennessee Department of Human Services
Asha Poitier, Senior Manager – US Experience Center, Foresters Financial, Customer Engagement Leadership Council Member

Abstract:
Participants at each Customer Experience Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Experience community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

Moderator:

Mandy MullerMandy Muller
Vice President, Operations Services & Business Integrations
Zaxby’s
 
Why You Should Listen to Mandy:
Mandy is a guest experience expert, well known in the food & retail industry for her creativity in transforming the guest experience mindset from top leadership to team members on the front line. She’s currently leading guest experience and business integrations at Zaxby’s Franchising, focused on innovative ways to drive a best-in-class restaurant experience while creating a unique, fun and open communication channel for their guests.

Panelists Include:

Cheryl ColbertCheryl Colbert
Director of Customer Experience
Tops Markets
 

Why You Should Listen to Cheryl:
Cheryl’s journey to Customer Experience evolved over the last 33 years. Understanding the operations of business, and spending 8 years in HR, she recognizes that associates are any business’s greatest asset. She helped to design a strategy to keep customers top of mind by solving customers issues a bit more intimately and helping to improve the return rate.

 
Kaitlyn DaleidenKaitlyn Daleiden
Principal UX: Experience Strategy, Content & Communications
Nordstrom
 

Why You Should Listen to Kaitlyn:
Kaitlyn is a UX leader and content strategist at Nordstrom, supporting both customer and employee experiences, and advocating for the customer experience to ensure Nordstrom’s digital tools and experiences align with Nordstrom’s company vision of “making customers look and feel their best.” Prior to her time at Nordstrom, Kaitlyn spent 7 years at United Airlines where she specialized in content design, marketing, and personalization in various organizations including sales, technology and product giving her a unique point of view on how to create meaningful and engaging customer experiences.

 
Diane MeyerPamela Fusting
Director Of Operations, CX
State of Tennessee Department of Human Services
 

Why You Should Listen to Pamela:
Pamela engages internal/external partners across all program areas to ensure a seamless, omnichannel customer experience and to grow the Department’s Voice of Customer program. She previously served as Project Director for the Maryland DHS Statewide Contact Center.

 
Asha PoitierAsha Poitier
Senior Manager – US Experience Center
Foresters Financial
Customer Engagement Leadership Council Member
 

Why You Should Listen to Asha:
Bio is forthcoming.

2:30 PM

Content for Customer Experience 2024: A Frost & Sullivan Executive MindXchange Concludes

EMPLOYEE EXPERIENCE TOUR
Orlando Health Medical Group Patient Access Center
"Team Members are the HEARTBEAT of Excellence"


Hosted By:
Jennifer Emsden, Orlando Health Director, Patient Access & the Access Center Leadership Team

During the tour, you will find a Team not only dedicated to helping patients find the best care in Central Florida, but also dedicated to each other and making the workplace fun. While we work hard every day, we also find creative ways to keep ourselves engaged, energized and challenged to be our best. As an employee of the Access Center you are treated as an individual, and a member of the family. We hold regular events where our Team can display their individuality, we celebrate both business and personal milestones, participate in local events, and find time to play games and celebrate throughout the week. We know that by taking care of our family, our Team Members, they will take care of our patients. Anyone new to the Access Center will find a collaborative, exciting, and busy environment where all are included in the fun.

Along the tour route through our building various Access Center Leaders and Team Members will speak to showcase the employee experience, culture and engagement, and how our team members are the overall success of our business.  The tour concludes with a roundtable/forum with Jennifer and several Leaders to deep dive further into what was shared and answer any questions.   Beverages and hors d’oeuvres will be served!

chase-stadium
OrlandoHealth
Spirit-Week

2:45 PM

Check-In for the Employee Experience Tour

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.

5:00 PM

Tour Concludes and Shuttle Departs for the Loews Royal Pacific Resort

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