AGENDA

Interactive & Highly Collaborative Content

Plan for the future and benefit from an incredible wealth of experience shared by powerful and progressive speakers, as well as in participant driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:
Zone 1. Delivering Customer Centric Experiences
Zone 2. Leveraging Tools and Techniques to Elevate CX

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com
MONDAY, JULY 12, 2021

JULY 12
2:00 PM

Sponsor Workshop

TUESDAY, JULY 13, 2021

GENERAL SESSION AND EXHIBITION​

JULY 13
12:15 PM

Participant Meet 'n' Greet

This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief 1:1 conversations. You’ll never know who you will meet! Not only is it a great way to find participants who have thought leadership you can benefit from — it’s also a great way to build your network and make new friends!

JULY 13
12:50 PM

Virtual Platform Orientation and Demonstration

Ready yourself with the platform know-how to ensure you make the most connections, get (and give!) the greatest value in the many collaboration sessions throughout the event, and find those products and services that will help you solve your specific challenges.

JULY 13
1:00 PM

Welcome: Ready…Set…Go!

JULY 13
1:05 PM

HEADLINER - CX 1.0 to 3.0: New Journeys for New Customer Expectations

Tracy Robertson, Global Vice President Customer Experience Marketing, Kimberly-Clark

Abstract:

Today’s customers expect tomorrow’s solutions. How do we build adaptive omnichannel strategies that deliver at every touchpoint – including those that don’t yet exist? Empathy, experience and technology are the core of CX 3.0.

Call to Action:

  • Accelerate your CX journey by structuring it to continuously evolve through deliberate phasing
  • Understand the relationship between hard and soft skills and the role emerging technologies play in enhancing both

Headliner:

Tracy RobertsonTracy Robertson
Global Vice President Customer Experience Marketing
Kimberly-Clark

 

Why You Should Listen to Tracy:
Tracy is a highly regarded digital transformation leader, speaker and change agent. A relentless innovator, Tracy has more than 20 years’ experience embedding transformational change at B2B companies including GE and Harris Interactive though integrated agency work. Tracy will be discussing how Kimberly-Clark Professional is adapting its core operating model and mindset to evolve into a digital and customer-first organization.

JULY 13
1:25 PM

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

  1. Choose one of two concurrent sessions
  2. Enter the Zoom Breakout Room
  3. Turn ON your video
  4. Have some fun and get to know your co-collaborators
  5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1: Best Practices for Automating the Everyday to Create Meaningful Customer Experiences

Nitin Badjatia, Senior Director Product Management, ServiceNow

Abstract:

Customers expect more than great experiences, they expect meaningful outcomes. Learn how you can empower your team to handle common customer requests instantly. In this session, we’ll share how to:

Call to Action:

  • Create a framework for identifying which data flows to automate
  • Enable smarter, more efficient customer service—setting your organization apart

Fab Facilitator:

Nitin BadjatiaNitin Badjatia
Senior Director Product Management
ServiceNow

 

Why You Should Listen to Nitin:
Nitin is a two-and-a-half-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various go-to-market, sales, and strategy roles. Nitin also led business strategy at knowledge management pioneer KNOVA Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the customer service industry at large.

Zone 2: Acting on the VoC to Transform Your CX Strategy

JULY 13
2:09 PM

CHECK IT OUT! Concurrent Featured Demonstrations

JULY 13
2:20 PM

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

JULY 13
2:40 PM

CASE HISTORY – Unleash the Full Potential of CX Technologies

JULY 13
3:00 PM

Simon Says

Join us for a quick stretch break with a unique spin!

JULY 13
3:05 PM

INTERACTIVE – 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 sponsors – both intense and fulfilling.

Concurrent with:

EXECUTIVE BRAINSTORM - Closing Organizational Silos Across the CX Ecosystem

Panelists Include:

Michael Caimona, Chief Customer Officer, Aurora Flight Sciences
Nabeel Khan, Former Commercial Excellence Leader, GE Healthcare
Nitasha Singh, Director, Product Management & Design, Clorox

Michael CaimonaMichael Caimona
Chief Customer Officer
Aurora Flight Sciences

 

Why You Should Listen to Michael:
Michael has over 25 years experience focusing on customer mission success in innovative technology organizations. He has worked to align the strategy, marketing, and new business divisions to have a unified customer centric approach while successfully achieving business objectives.


Nabeel KhanNabeel Khan
Former Commercial Excellence Leader
GE Healthcare

 

Why You Should Listen to Nabeel:
Bio is forthcoming.


Nitasha SinghNitasha Singh
Director, Product Management & Design
Clorox

 

Why You Should Listen to Nitasha:
Bio is forthcoming.

JULY 13
3:50 PM

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

  1. Choose one of two concurrent sessions
  2. Enter the Zoom Breakout Room
  3. Turn ON your video
  4. Have some fun and get to know your co-collaborators
  5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Digital Experiences that Drive Revenue


Abstract:

Consumers have been migrating from in-store to online for the last decade but 2020 has accelerated this trend. Now retailers are the trailblazers trying to figure out how to bring the in-store experience to eCommerce while other industries have eCommerce on their strategic radars.

Call to Action:

  • Benchmark innovative brands like REI, Warby Parker and TUMI to transform your own service operations to thrive in this new era
  • Implement best practices to deliver the kind of personalized, high-touch service that keeps customers coming back

Zone 2. Optimizing CX with Data Analytics and AI

JULY 13
4:35 PM

CAPSTONE - A Framework for “RoX” - Return on Experience

Millie Gillon, Head of Global Experience, Standard Chartered Bank

Millie Gillon HeadshotMillie Gillon
Global Head of CX, Managing Director
Standard Chartered Bank

 

Why You Should Listen to Millie:
Bio is forthcoming.

JULY 13
5:00 PM

Virtual Olympics

This team vs. team action packed games will keep you and your team members on the edge of your seats!

WEDNESDAY, JULY 14, 2021

GENERAL SESSION AND EXHIBITION

JULY 14
12:00 PM

Briefing Sessions

Pre-arranged meetings with the solution providers of your choice.

JULY 14
1:00 PM

KICKOFF and HEADLINER - Building Consumer Confidence in Data Sharing

Michelle Emerson-Russell, Global Practice Lead Customer - Workplace Experience,
Verizon Business Group

Michelle Emerson-RussellMichelle Emerson-Russell
Global Practice Lead Customer - Workplace Experience
Verizon Business Group

 

Why You Should Listen to Michelle:
Bio is forthcoming.

JULY 14
1:25 PM

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

  1. Choose one of two concurrent sessions
  2. Enter the Zoom Breakout Room
  3. Turn ON your video
  4. Have some fun and get to know your co-collaborators
  5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1: Using Personalization to Effectively Improve CX

Zone 2: Ideation to Execution - An Action Plan for Centralizing the Customer Journey Within Your Organization

JULY 14
2:09 PM

CHECK IT OUT! Concurrent Featured Demonstrations

JULY 14
2:20 PM

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

JULY 14
2:40 PM

CASE HISTORY - Effectively Engaging the Customer in Today’s Virtual World

Michael Sherwood, Head of Digital Experience, Atom Bank

Michael SherwoodMichael Sherwood
Head of Digital Experience,
Atom Bank

 

Why You Should Listen to Michael:
Bio is forthcoming.

JULY 14
3:00 PM

Mind, Body & Soul: Yoga with a Yogi

Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

JULY 14
3:05 PM

CASE HISTORY – Show Them You Care! Customer Empathy in New Times

Anastasia Zdoroviak, Director, Customer Experience, DoorDash

Anastasia ZdoroviakAnastasia Zdoroviak
Director Customer Experience
DoorDash

 

Why You Should Listen to Anastasia:
Anastasia is a customer-obsessed leader who brings a positive, people-centered, and holistic approach to innovation and Customer Experience strategy. Ex consultant and marketing strategist, she’s moved to Customer Experience to design start to end delightful experiences and journeys to drive loyalty and business growth (at DoorDash) obsessing not just about the contact center, but also all pieces of the experience including Product, Design, Marketing, etc.

JULY 14
3:25 PM

PARTICIPANT CHOICE

Select one of the following concurrent sessions according to your need (or mood!):

Visit Industry Insights

A wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.

(OR)

 

Join these consecutive formal presentations.

It's OK to Not be OK: Learning from the Past to Build a Better Employee Experience

FOLLOWED BY -

Creating a Contactless Customer Journey

JULY 14
4:05 PM

Topic Tables

Networking roundtables hosted by industry leaders.

JULY 14
4:25 PM

CAPSTONE - Effective Change Management Across the CX Ecosystem

Michael "Coop" Cooper, Founder, Innovators + Influencers

Abstract:

Employee experience is the foundation of a truly customer centric organization and with any organization, there will be change — expect constant change — especially in today’s climate. Managing change with a top down approach from leadership to individuals is a crucial part of the process to become customer centric. Whether it is political events, diversity and inclusion, or a changing business model, the employee is the one who translates emotions and therefore impacts the customer experience.

Call to Action

  • Create a realistic company vision for change
  • Build a framework for leading with compassion in times of change

Rockstar Insights:

Michael CooperMichael "Coop" Cooper
Founder
Innovators + Influencers

 

Why You Should Listen to Coop:
Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds - it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.

JULY 14
4:45 PM

Customer Experience Ecosystem: A VIRTUAL Frost & Sullivan Executive MindXchange Concludes

MONDAY, JULY 12, 2021

JULY 12
2:00 PM

Sponsor Workshop

TUESDAY, JULY 13, 2021

GENERAL SESSION AND EXHIBITION​

JULY 13
12:15 PM

Participant Meet 'n' Greet

This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief 1:1 conversations. You’ll never know who you will meet! Not only is it a great way to find participants who have thought leadership you can benefit from — it’s also a great way to build your network and make new friends!

JULY 13
12:50 PM

Virtual Platform Orientation and Demonstration

Ready yourself with the platform know-how to ensure you make the most connections, get (and give!) the greatest value in the many collaboration sessions throughout the event, and find those products and services that will help you solve your specific challenges.

JULY 13
1:00 PM

Welcome: Ready…Set…Go!

JULY 13
1:05 PM

HEADLINER - CX 1.0 to 3.0: New Journeys for New Customer Expectations

Tracy Robertson, Global Vice President Customer Experience Marketing, Kimberly-Clark

Abstract:

Today’s customers expect tomorrow’s solutions. How do we build adaptive omnichannel strategies that deliver at every touchpoint – including those that don’t yet exist? Empathy, experience and technology are the core of CX 3.0.

Call to Action:

  • Accelerate your CX journey by structuring it to continuously evolve through deliberate phasing
  • Understand the relationship between hard and soft skills and the role emerging technologies play in enhancing both

Headliner:

Tracy RobertsonTracy Robertson
Global Vice President Customer Experience Marketing
Kimberly-Clark

 

Why You Should Listen to Tracy:
Tracy is a highly regarded digital transformation leader, speaker and change agent. A relentless innovator, Tracy has more than 20 years’ experience embedding transformational change at B2B companies including GE and Harris Interactive though integrated agency work. Tracy will be discussing how Kimberly-Clark Professional is adapting its core operating model and mindset to evolve into a digital and customer-first organization.

JULY 13
1:25 PM

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

  1. Choose one of two concurrent sessions
  2. Enter the Zoom Breakout Room
  3. Turn ON your video
  4. Have some fun and get to know your co-collaborators
  5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1: Best Practices for Automating the Everyday to Create Meaningful Customer Experiences

Nitin Badjatia, Senior Director Product Management, ServiceNow

Abstract:

Customers expect more than great experiences, they expect meaningful outcomes. Learn how you can empower your team to handle common customer requests instantly. In this session, we’ll share how to:

Call to Action:

  • Create a framework for identifying which data flows to automate
  • Enable smarter, more efficient customer service—setting your organization apart

Fab Facilitator:

Nitin BadjatiaNitin Badjatia
Senior Director Product Management
ServiceNow

 

Why You Should Listen to Nitin:
Nitin is a two-and-a-half-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various go-to-market, sales, and strategy roles. Nitin also led business strategy at knowledge management pioneer KNOVA Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the customer service industry at large.

Zone 2: Acting on the VoC to Transform Your CX Strategy

JULY 13
2:09 PM

CHECK IT OUT! Concurrent Featured Demonstrations

JULY 13
2:20 PM

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

JULY 13
2:40 PM

CASE HISTORY – Unleash the Full Potential of CX Technologies

JULY 13
3:00 PM

Simon Says

Join us for a quick stretch break with a unique spin!

JULY 13
3:05 PM

INTERACTIVE – 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 sponsors – both intense and fulfilling.

Concurrent with:

EXECUTIVE BRAINSTORM - Closing Organizational Silos Across the CX Ecosystem

Panelists Include:

Michael Caimona, Chief Customer Officer, Aurora Flight Sciences
Nabeel Khan, Former Commercial Excellence Leader, GE Healthcare
Nitasha Singh, Director, Product Management & Design, Clorox

Michael CaimonaMichael Caimona
Chief Customer Officer
Aurora Flight Sciences

 

Why You Should Listen to Michael:
Michael has over 25 years experience focusing on customer mission success in innovative technology organizations. He has worked to align the strategy, marketing, and new business divisions to have a unified customer centric approach while successfully achieving business objectives.


Nabeel KhanNabeel Khan
Former Commercial Excellence Leader
GE Healthcare

 

Why You Should Listen to Nabeel:
Bio is forthcoming.


Nitasha SinghNitasha Singh
Director, Product Management & Design
Clorox

 

Why You Should Listen to Nitasha:
Bio is forthcoming.

JULY 13
3:50 PM

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

  1. Choose one of two concurrent sessions
  2. Enter the Zoom Breakout Room
  3. Turn ON your video
  4. Have some fun and get to know your co-collaborators
  5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Digital Experiences that Drive Revenue


Abstract:

Consumers have been migrating from in-store to online for the last decade but 2020 has accelerated this trend. Now retailers are the trailblazers trying to figure out how to bring the in-store experience to eCommerce while other industries have eCommerce on their strategic radars.

Call to Action:

  • Benchmark innovative brands like REI, Warby Parker and TUMI to transform your own service operations to thrive in this new era
  • Implement best practices to deliver the kind of personalized, high-touch service that keeps customers coming back

Zone 2. Optimizing CX with Data Analytics and AI

JULY 13
4:35 PM

CAPSTONE - A Framework for “RoX” - Return on Experience

Millie Gillon, Head of Global Experience, Standard Chartered Bank

Millie Gillon HeadshotMillie Gillon
Global Head of CX, Managing Director
Standard Chartered Bank

 

Why You Should Listen to Millie:
Bio is forthcoming.

JULY 13
5:00 PM

Virtual Olympics

This team vs. team action packed games will keep you and your team members on the edge of your seats!

WEDNESDAY, JULY 14, 2021

GENERAL SESSION AND EXHIBITION

JULY 14
12:00 PM

Briefing Sessions

Pre-arranged meetings with the solution providers of your choice.

JULY 14
1:00 PM

KICKOFF and HEADLINER - Building Consumer Confidence in Data Sharing

Michelle Emerson-Russell, Global Practice Lead Customer - Workplace Experience,
Verizon Business Group

Michelle Emerson-RussellMichelle Emerson-Russell
Global Practice Lead Customer - Workplace Experience
Verizon Business Group

 

Why You Should Listen to Michelle:
Bio is forthcoming.

JULY 14
1:25 PM

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:

  1. Choose one of two concurrent sessions
  2. Enter the Zoom Breakout Room
  3. Turn ON your video
  4. Have some fun and get to know your co-collaborators
  5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1: Using Personalization to Effectively Improve CX

Zone 2: Ideation to Execution - An Action Plan for Centralizing the Customer Journey Within Your Organization

JULY 14
2:09 PM

CHECK IT OUT! Concurrent Featured Demonstrations

JULY 14
2:20 PM

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

JULY 14
2:40 PM

CASE HISTORY - Effectively Engaging the Customer in Today’s Virtual World

Michael Sherwood, Head of Digital Experience, Atom Bank

Michael SherwoodMichael Sherwood
Head of Digital Experience,
Atom Bank

 

Why You Should Listen to Michael:
Bio is forthcoming.

JULY 14
3:00 PM

Mind, Body & Soul: Yoga with a Yogi

Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

JULY 14
3:05 PM

CASE HISTORY – Show Them You Care! Customer Empathy in New Times

Anastasia Zdoroviak, Director, Customer Experience, DoorDash

Anastasia ZdoroviakAnastasia Zdoroviak
Director Customer Experience
DoorDash

 

Why You Should Listen to Anastasia:
Anastasia is a customer-obsessed leader who brings a positive, people-centered, and holistic approach to innovation and Customer Experience strategy. Ex consultant and marketing strategist, she’s moved to Customer Experience to design start to end delightful experiences and journeys to drive loyalty and business growth (at DoorDash) obsessing not just about the contact center, but also all pieces of the experience including Product, Design, Marketing, etc.

JULY 14
3:25 PM

PARTICIPANT CHOICE

Select one of the following concurrent sessions according to your need (or mood!):

Visit Industry Insights

A wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.

(OR)

 

Join these consecutive formal presentations.

It's OK to Not be OK: Learning from the Past to Build a Better Employee Experience

FOLLOWED BY -

Creating a Contactless Customer Journey

JULY 14
4:05 PM

Topic Tables

Networking roundtables hosted by industry leaders.

JULY 14
4:25 PM

CAPSTONE - Effective Change Management Across the CX Ecosystem

Michael "Coop" Cooper, Founder, Innovators + Influencers

Abstract:

Employee experience is the foundation of a truly customer centric organization and with any organization, there will be change — expect constant change — especially in today’s climate. Managing change with a top down approach from leadership to individuals is a crucial part of the process to become customer centric. Whether it is political events, diversity and inclusion, or a changing business model, the employee is the one who translates emotions and therefore impacts the customer experience.

Call to Action

  • Create a realistic company vision for change
  • Build a framework for leading with compassion in times of change

Rockstar Insights:

Michael CooperMichael "Coop" Cooper
Founder
Innovators + Influencers

 

Why You Should Listen to Coop:
Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds - it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.

JULY 14
4:45 PM

Customer Experience Ecosystem: A VIRTUAL Frost & Sullivan Executive MindXchange Concludes

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