Agenda
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.
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 [email protected]
SUNDAY, JULY 14, 2024 | ARRIVAL DAY
7:00 PM
Suggested Arrival Time
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
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
6:30 PM
Welcome Networking Reception and Event Kickoff
TUESDAY, JULY 16, 2024 | GENERAL SESSION AND SOLUTION
8:00 AM
Continental Breakfast and Solutions Pavilion
WELCOME and HEADLINER – From Buzzwords to Brass Tacks: CX in the New Era of AI
9:15 AM
Navigating Customer Experience 2024: A Frost & Sullivan Executive MindXchange
9:20 AM
Energizer
9:25 AM
CASE HISTORY - Validate to Innovate: CX Experimentation and Prototyping to Mitigate Risk and Drive ROI
9:55 AM
Solutions Pavilion, Networking and Refreshments
10:25 AM
CONCURRENT COLLABORATION ZONES – Roundtables
Choose one of the following zones:
11:25 AM
Session to Session Travel Time
SOLUTIONS WHEEL
12:05 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:05 PM
Session to Session Travel Time
1:10 PM
ASK THE EXPERTS! Panel Discussion – Investing in Your Customer’s CX Priorities
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
The Fix on Engaging Employees to Provide the Best Service in a Virtual Workplace
The Fix on CX Surveys with Actionable Impact
The Fix on Leadership Development
Solutions Pavilion, Briefing Sessions, Networking and Refreshments
4:15 PM
PEOPLE FIRST – Inventing New Experiences by Leveraging Human Centered Design
4:50 PM
Energizer
4:55 PM
CAPSTONE - Creating a Culture by Design
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.
6:45 AM
Early Risers Walk @ Sunrise
8:00 AM
Continental Breakfast and Solutions Pavilion
ICE BREAKER and HEADLINER – Change that Inspires! Successfully Coopting Your CX Ecosystem
9:45 AM
Energizer
9:50 AM
Session to Session Travel Time
9:55 AM
COLLABORATION ZONE – Roundtable
10:55 AM
Solutions Pavilion, Networking and Refreshments
Elevating Customer Experiences: Strategies and Approaches for Unlocking CX DNA
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
2:05 PM
INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program
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!
2:45 PM
Check-In for the Employee Experience Tour
*Please note participation incurs an additional fee for those other than Leadership Council members. See the registration tab for details.
5:00 PM