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.

Agenda is from our previous event.

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

Agenda is from our previous event.

MONDAY, JULY 12, 2021

JULY 12
2:00 PM EDT

Sponsor Workshop

TUESDAY, JULY 13, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS​

JULY 13
12:15 PM EDT

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
12:55 PM EDT

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 EDT

Welcome: Ready…Set…Go!

Chairpersons:

Brittany Kutchera Customer Experience Champion Frost & SullivanBrittany Kutchera​
Customer Experience Champion
Frost & Sullivan

Rebecca Witherington

Rebecca Witherington
Strategy Consultant
Frost & Sullivan

JULY 13
1:05 PM EDT

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

Tracy Robertson, Global Enterprise Vice President, Digital, Stryker, Former 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 Enterprise Vice President, Digital, Stryker
Former 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 EDT

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.

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: Ideation to Execution: Choose Your Own Journey!

Crystal Collier, CX Consultant, PTP

Abstract:

As we exit the pandemic and return to the experience economy, customer behavior is expected to continue shifting for at least another year. To evolve, brands must look at the customer support experience in a new way. In this session, we will discuss journey mapping as a starting point for this evolution and show you how to take your ideas to execution, identify pain points and implement solutions rapidly, and improve CX. Based on input gathered during the session, we will deep dive into one of the journey mapping phases and reveal more.

Call to Action:

  • Assess your organization's journey mapping methodology
  • Identify what key people, process, and technology opportunities can be implemented to improve your CX journey

Fab Facilitator:

Crystal CollierCrystal Collier
CX Consultant
PTP

 

Why You Should Listen to Crystal:
Crystal Collier is a catalyst who improves an organization’s results by understanding, designing, and enhancing experiences across the entire customer lifecycle. Her work is devoted to transformational CX-strengthening relationships to improve the interaction between employees and customers in a variety of industries, including consumer electronics, interactive entertainment, insurance, automotive, retail, internet and multi-level marketing. As a thought leader in the industry, she is a frequent speaker and author on CX trends and innovations.

JULY 13
2:09 PM EDT

CHECK IT OUT! Concurrent Featured Demonstrations

Hosted by:
ServiceNow logo

JULY 13
2:20 PM EDT

CASE HISTORY – Unleash the Full Potential of CX Technologies

Derrick Dickens, Chief Customer Officer & Senior Vice President Customer Operations, PEPCO Holdings (PHI) An Exelon Company

Abstract:
When the reason for change is clear, the vision becomes clear. When your customer satisfaction becomes stagnant, the case for change is apparent. When the demands of customer service go beyond the call, it is time to embark upon the digital journey. When you hear the voice of the customer through data analytics the next best action becomes clear; the time has come to unleash the full potential of CX technologies.

Call to Action:

  • Shape performance outcomes by collecting and reviewing overall strategic imperatives and understanding the unique customer perspective of each customer segment
  • Refine required enablers by assessing their current capability landscape and identifying key gaps across people, process and technology
  • Define a go-forward execution plan
  • Leverage customer analytics to move customer experience forward

Rockstar Insight:

Derrick Dickens, PepcoDerrick Dickens
Chief Customer Officer & Senior Vice President Customer Operations
PEPCO Holdings (PHI) An Exelon Company

 

Why You Should Listen to Derrick:
Derrick leads the teams responsible for developing and executing the Customer Strategy.  He has a track record of envisioning strategy and achieving bodacious goals. In addition to this, his expertise lies in having been responsible for leading Investment Strategy, Project Management, Construction and Project Controls, Distribution Automation, Technology, and Data Analytics.


JULY 13
2:40 PM EDT

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

Moderator:

Theresa Scheuble, Design Director, Johnson & Johnson

Panelists Include:

Michael Caimona, Chief Customer Officer, Aurora Flight Sciences
Nabeel Khan, Former Commercial Excellence Leader, GE Healthcare
Jan Richards, Head of Customer Experience, Irish Life Group

Abstract:
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking down silos and making customer centricity part of the company’s DNA. This session will unpack the best practices for bringing a customer-first organization to life.

Call to Action:

  • Inspire a CX mentality across the enterprise
  • Demonstrate value and influence other departments to close the silos
  • Partner with other functional areas to drive change

Moderator:

Theresa Scheuble, Design Director, Johnson & JohnsonTheresa Scheuble
Design Director
Johnson & Johnson

 

Why You Should Listen to Theresa:
Theresa chairs the J&J Design Council which is focused on advancing world-class practices in product design to drive speed, simplification and robustness in the development of customer-centered health care solutions across J&J. As part of this effort she is responsible for creating customer experience frameworks from discovery to launch via customer engagement strategies and customer insights planning and execution guidelines.


Rockstar Insights:

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:
Nabeel has over 10 years’ experience in improving customer experience leveraging digital methodologies. In his previous role as the Commercial Excellence Leader for GE Healthcare Canada he launched and grew the B2B e-Commerce platform from start to a thriving multi-million dollar channel in 3 years working across all organization silos to make Canada the fastest growing e-Commerce business globally.


Jan-RichardsJan Richards
Head of Customer Experience
Irish Life Group

 

Why You Should Listen to Jan:
Jan is a member of the CCO leadership team, establishing a Group CX Centre of Excellence leading & executing Irish Life’s ambitious customer strategy. Jan was previously Head of Insights & Planning at Dublin Airport, joint winner in the European Airports category of airport service quality awards 2018.

JULY 13
3:10 PM EDT

BE SEEN AND BE HEARD! COLLABORATION ZONE

The Rules:

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

The AI Quandary: Effective Ways of Using AI to Drive Better Customer Experience

Mark Turi, Managing Client Partner, Customer Experience Practice, Verizon

Abstract:
AI & Machine learning has grown to be an essential tool for brands that want to provide a hyper personalize exceptional customer experience. 39% of all IT leaders are using AI today, 33% expect to use AI in the next 3 years, 19% expect to use it in the next 5 yrs. The availability of Technologies including AI-enhanced customer relationship management (CRM) and customer data platform (CDP) software has brought AI to the enterprise without the high costs that were previously associated with the technology.

Call To Action:

  • Assess where AI and Machine learning can improve the customer journey
  • Unlock excellent customer experience to foster deeper personal brand connection, loyalty, consistency, and customer satisfaction by leveraging key AI and Machine learning for effective communication across every customer interaction

Fab Facilitator:

Mark TuriMark Turi
Managing Client Partner, Customer Experience Practice
Verizon

 

Why You Should Listen to Mark:
As a CX instigator, Mark is a CX evangelist promoting enhanced technologies including Automated Intelligence, Machine Learning and Natural language processing to streamline client engagement, drive brand image and deliver on exceptional stakeholder value.


JULY 13
3:55 PM EDT

Virtual Voice

Try your luck at some music trivia & a super speedy version of name that tune!

JULY 13
4:00 PM EDT

CAPSTONE - Managing Customer Expectations in a Post-Covid World

Jennifer Borchardt, Vice President, Omnichannel Experience & Strategy - Wealth Management, US Bank

Abstract:

Customer needs and expectations, rapidly changing before and during COVID, are again changing as the world changes – and faster than ever! Learn how to identify and get ahead of these new expectations, providing the best experiences that evolve with your customers.

Call to Action:

  • Evaluate expectations emerging from your own customers’ needs and the competitive landscape
  • Learn how to create experiences and services that meet and surpass these expectations

Rockstar Insight:

Jennifer BorchardtJennifer Borchardt
Vice President, Omnichannel Experience & Strategy - Wealth Management
US Bank

 

Why You Should Listen to Jennifer:
Jennifer has decades of experience in behavioral science, digital design, experience and strategy. Her talks are informative, engaging, and thought-provoking. You will be entertained, educated, and transformed after hearing her speak.

JULY 13
4:20 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted by:
ServiceNow logo

JULY 13
4:25 PM EDT

Trivia Reception

Are you smarter than the average Frostie? Get ready to put your general knowledge to the test in this fast-paced, fun networking activity. A great way to cap off a memorable day!

WEDNESDAY, JULY 14, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

JULY 14
12:00 PM EDT

Briefing Sessions

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

JULY 14
1:00 PM EDT

Kickoff and Headliner - The Success Mantra: Enabling Brand Recognition Through Total Customer Experience

Michelle Emerson-Russell, Executive Director, Workplace & Customer Experience, Verizon Business Group

Abstract:
2021 is poised to become the year that will differentiate brands who adopt the mantra of total customer experience. Are you ready to deliver on this? Hear how to create a sustainable competitive advantage by adopting key technologies to provide total customer experience.

Call to Action:

  • Evaluate your current CX strategy to see if it accounts for total experience: employee and customer experience?
  • Assess your employee experience to see if they have the correct tools that enables them to provide better CX which helps build your brand loyalty

Headliner:

Michelle Emerson RussellMichelle Emerson-Russell
Executive Director, Workplace & Customer Experience
Verizon Business Group

 

Why You Should Listen to Michelle:
Michelle is the Global Practice Lead for Workplace & Customer Experience Sales. She has global responsibility for Sales and Revenue growth within Verizon Business Group. In her role, Michelle works with Global Enterprise clients to achieve their business goals through engaging experiences with their customers, employees and partners.

JULY 14
1:25 PM EDT

BE SEEN AND BE HEARD! COLLABORATION ZONE

The Rules:

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

COLLABORATION ZONE - Digital Experiences that Drive Revenue

Andy Knosp, Head of Solutions Consulting, Gladly

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

Fab Facilitator:

Andy KnospAndy Knosp
Head of Solutions Consulting
Gladly

 

Why You Should Listen to Andy:
Andy has worked with leading ecommerce, retail, travel, and hospitality brands to improve their customer service operations. He brings 20 years of experience leading customer-facing teams in high growth businesses, delivering successful customer outcomes, and scaling operations at companies including Gladly, Stripe, Gainsight, and VMware.

JULY 14
2:09 PM EDT

CHECK IT OUT! Featured Demonstrations

Hosted by:
Gladly Logo

JULY 14
2:20 PM EDT

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

Michael Sherwood, Head of Digital Experience, Atom Bank

Abstract

How did Atom bank, progress from fledging start up in 2016 to topping Dun & Bradstreet’s UK 2021 Accelerate 50 as the UK’s fastest growing tech company.  Hear an exclusive tour of Atom’s end to end customer engagement ecosystem.  Looking at the Web, App and Customer Community touch points that led the way to success.

Call to Action:

  • Evaluate what customers’ needs are being met digitally
  • Assess where you can pivot your current customer journey with technology

Rockstar Insight:

Michael SherwoodMichael Sherwood
Head of Digital Experience
Atom Bank

 

Why You Should Listen to Michael:
Michael is a multi-award winning expert in all things customer intelligence and has over 20 years’ experience designing, implementing and improving digital propositions. He is currently Head of Digital Experience at Atom, the UK’s first App only bank and has helped grow the business from fledgling start up to multi billion pound company. Michael will share his insights on how Atom is best in it's class when virtually engaging with it's customers.

JULY 14
2:40 PM EDT

CASE HISTORY – Why Customer Experience is Not the Same as Customer Support?

Anastasia Zdoroviak, Director, Customer Experience, DoorDash

Abstract:

Often times the term customer experience is used as a headline for conversations about call center and customer support function. But depending on the industry and company customer support is just 30%-50% of what customer experience is. So what is the rest and who at the company should own it?

Call to Action:

  • Understand what customer experience includes as a whole
  • Organize customer experience to ensure that the company is listening to the Voice of the Customer
  • Make sure you are fixing the root cause and not just working on symptoms on bad experiences.

Rockstar Insight:

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
3:00 PM EDT

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
3:20 PM EDT

Prioritizing the Safety and Well Being of Your Employees

Erin McMillan, Associate Vice President Client Operations, Cox Automotive

Abstract:

Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them. When work and life happen in the same place, learn how best-in-class employers are addressing the changing needs of the workforce and how leaders can rise to the challenge to ensure each employee feels cared for and is invested in the future success of the company and your clients.

Call to Action:

  • Benchmark your efforts to engage and care for your employees against one of the United States’ best places to work
  • Reimagine strategies to engage and retain employees who impact your CX strategy

Rockstar Insight:

Erin McMillanErin McMillan
Associate Vice President Client Operations
Cox Automotive

 

Why You Should Listen to Erin:
As we emerge from the pandemic fog, Erin is doing ALL the things including returning to school to earn a master’s degree in Industrial-Organizational Psychology.

JULY 14
3:40 PM EDT

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.

Hosted by:

Gladly Logo

JULY 14
3:45 PM EDT

Creating a Contactless Customer Journey

Mike Lavigne, Director, Head of Experience Strategy & Design,
Nissan Motor Corporation

Abstract:

As customer preferences and behavior evolves, many traditionally ‘offline’ journeys are shifting fully or partially online. For safety, convenience, and more: customers want to go contactless. How can you transition to contactless? What should you recreate or preserve from offline journeys? And where can you break convention completely?

Call to Action:

  • Assess your current customer journeys to determine which parts are best suited for contactless
  • Strategize on where to recreate offline interactions, where to preserve them, and where to break free and create new conventions

Rockstar Insight:

Mike LavigneMike Lavigne
Director, Head of Experience Strategy & Design
Nissan Motor Corporation

 

Why You Should Listen to Mike:
Mike leads a London and Tokyo-based team of strategists, researchers and designers to deliver the best digital experience for Nissan Shoppers and owners in 60+ countries worldwide. Driving a rapidly evolving automotive industry, his focus is on digital car sales, demystification of electric vehicles, and designing a distinctive Nissan experience: one where every detail of the digital experience reflects Nissan’s unique DNA.

JULY 14
4:05 PM EDT

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 13
4:30 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted by:
ServiceNow logo

JULY 14
4:35 PM EDT

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

MONDAY, JULY 12, 2021

JULY 12
2:00 PM EDT

Sponsor Workshop

TUESDAY, JULY 13, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS​

JULY 13
12:15 PM EDT

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
12:55 PM EDT

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 EDT

Welcome: Ready…Set…Go!

Chairpersons:

Brittany Kutchera Customer Experience Champion Frost & SullivanBrittany Kutchera​
Customer Experience Champion
Frost & Sullivan

Rebecca Witherington

Rebecca Witherington
Strategy Consultant
Frost & Sullivan

JULY 13
1:05 PM EDT

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

Tracy Robertson, Global Enterprise Vice President, Digital, Stryker, Former 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 Enterprise Vice President, Digital, Stryker
Former 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 EDT

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.

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: Ideation to Execution: Choose Your Own Journey!

Crystal Collier, CX Consultant, PTP

Abstract:

As we exit the pandemic and return to the experience economy, customer behavior is expected to continue shifting for at least another year. To evolve, brands must look at the customer support experience in a new way. In this session, we will discuss journey mapping as a starting point for this evolution and show you how to take your ideas to execution, identify pain points and implement solutions rapidly, and improve CX. Based on input gathered during the session, we will deep dive into one of the journey mapping phases and reveal more.

Call to Action:

  • Assess your organization's journey mapping methodology
  • Identify what key people, process, and technology opportunities can be implemented to improve your CX journey

Fab Facilitator:

Crystal CollierCrystal Collier
CX Consultant
PTP

 

Why You Should Listen to Crystal:
Crystal Collier is a catalyst who improves an organization’s results by understanding, designing, and enhancing experiences across the entire customer lifecycle. Her work is devoted to transformational CX-strengthening relationships to improve the interaction between employees and customers in a variety of industries, including consumer electronics, interactive entertainment, insurance, automotive, retail, internet and multi-level marketing. As a thought leader in the industry, she is a frequent speaker and author on CX trends and innovations.

JULY 13
2:09 PM EDT

CHECK IT OUT! Concurrent Featured Demonstrations

Hosted by:
ServiceNow logo

JULY 13
2:20 PM EDT

CASE HISTORY – Unleash the Full Potential of CX Technologies

Derrick Dickens, Chief Customer Officer & Senior Vice President Customer Operations, PEPCO Holdings (PHI) An Exelon Company

Abstract:
When the reason for change is clear, the vision becomes clear. When your customer satisfaction becomes stagnant, the case for change is apparent. When the demands of customer service go beyond the call, it is time to embark upon the digital journey. When you hear the voice of the customer through data analytics the next best action becomes clear; the time has come to unleash the full potential of CX technologies.

Call to Action:

  • Shape performance outcomes by collecting and reviewing overall strategic imperatives and understanding the unique customer perspective of each customer segment
  • Refine required enablers by assessing their current capability landscape and identifying key gaps across people, process and technology
  • Define a go-forward execution plan
  • Leverage customer analytics to move customer experience forward

Rockstar Insight:

Derrick Dickens, PepcoDerrick Dickens
Chief Customer Officer & Senior Vice President Customer Operations
PEPCO Holdings (PHI) An Exelon Company

 

Why You Should Listen to Derrick:
Derrick leads the teams responsible for developing and executing the Customer Strategy.  He has a track record of envisioning strategy and achieving bodacious goals. In addition to this, his expertise lies in having been responsible for leading Investment Strategy, Project Management, Construction and Project Controls, Distribution Automation, Technology, and Data Analytics.


JULY 13
2:40 PM EDT

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

Moderator:

Theresa Scheuble, Design Director, Johnson & Johnson

Panelists Include:

Michael Caimona, Chief Customer Officer, Aurora Flight Sciences
Nabeel Khan, Former Commercial Excellence Leader, GE Healthcare
Jan Richards, Head of Customer Experience, Irish Life Group

Abstract:
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking down silos and making customer centricity part of the company’s DNA. This session will unpack the best practices for bringing a customer-first organization to life.

Call to Action:

  • Inspire a CX mentality across the enterprise
  • Demonstrate value and influence other departments to close the silos
  • Partner with other functional areas to drive change

Moderator:

Theresa Scheuble, Design Director, Johnson & JohnsonTheresa Scheuble
Design Director
Johnson & Johnson

 

Why You Should Listen to Theresa:
Theresa chairs the J&J Design Council which is focused on advancing world-class practices in product design to drive speed, simplification and robustness in the development of customer-centered health care solutions across J&J. As part of this effort she is responsible for creating customer experience frameworks from discovery to launch via customer engagement strategies and customer insights planning and execution guidelines.


Rockstar Insights:

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:
Nabeel has over 10 years’ experience in improving customer experience leveraging digital methodologies. In his previous role as the Commercial Excellence Leader for GE Healthcare Canada he launched and grew the B2B e-Commerce platform from start to a thriving multi-million dollar channel in 3 years working across all organization silos to make Canada the fastest growing e-Commerce business globally.


Jan-RichardsJan Richards
Head of Customer Experience
Irish Life Group

 

Why You Should Listen to Jan:
Jan is a member of the CCO leadership team, establishing a Group CX Centre of Excellence leading & executing Irish Life’s ambitious customer strategy. Jan was previously Head of Insights & Planning at Dublin Airport, joint winner in the European Airports category of airport service quality awards 2018.

JULY 13
3:10 PM EDT

BE SEEN AND BE HEARD! COLLABORATION ZONE

The Rules:

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

The AI Quandary: Effective Ways of Using AI to Drive Better Customer Experience

Mark Turi, Managing Client Partner, Customer Experience Practice, Verizon

Abstract:
AI & Machine learning has grown to be an essential tool for brands that want to provide a hyper personalize exceptional customer experience. 39% of all IT leaders are using AI today, 33% expect to use AI in the next 3 years, 19% expect to use it in the next 5 yrs. The availability of Technologies including AI-enhanced customer relationship management (CRM) and customer data platform (CDP) software has brought AI to the enterprise without the high costs that were previously associated with the technology.

Call To Action:

  • Assess where AI and Machine learning can improve the customer journey
  • Unlock excellent customer experience to foster deeper personal brand connection, loyalty, consistency, and customer satisfaction by leveraging key AI and Machine learning for effective communication across every customer interaction

Fab Facilitator:

Mark TuriMark Turi
Managing Client Partner, Customer Experience Practice
Verizon

 

Why You Should Listen to Mark:
As a CX instigator, Mark is a CX evangelist promoting enhanced technologies including Automated Intelligence, Machine Learning and Natural language processing to streamline client engagement, drive brand image and deliver on exceptional stakeholder value.


JULY 13
3:55 PM EDT

Virtual Voice

Try your luck at some music trivia & a super speedy version of name that tune!

JULY 13
4:00 PM EDT

CAPSTONE - Managing Customer Expectations in a Post-Covid World

Jennifer Borchardt, Vice President, Omnichannel Experience & Strategy - Wealth Management, US Bank

Abstract:

Customer needs and expectations, rapidly changing before and during COVID, are again changing as the world changes – and faster than ever! Learn how to identify and get ahead of these new expectations, providing the best experiences that evolve with your customers.

Call to Action:

  • Evaluate expectations emerging from your own customers’ needs and the competitive landscape
  • Learn how to create experiences and services that meet and surpass these expectations

Rockstar Insight:

Jennifer BorchardtJennifer Borchardt
Vice President, Omnichannel Experience & Strategy - Wealth Management
US Bank

 

Why You Should Listen to Jennifer:
Jennifer has decades of experience in behavioral science, digital design, experience and strategy. Her talks are informative, engaging, and thought-provoking. You will be entertained, educated, and transformed after hearing her speak.

JULY 13
4:20 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted by:
ServiceNow logo

JULY 13
4:25 PM EDT

Trivia Reception

Are you smarter than the average Frostie? Get ready to put your general knowledge to the test in this fast-paced, fun networking activity. A great way to cap off a memorable day!

WEDNESDAY, JULY 14, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

JULY 14
12:00 PM EDT

Briefing Sessions

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

JULY 14
1:00 PM EDT

Kickoff and Headliner - The Success Mantra: Enabling Brand Recognition Through Total Customer Experience

Michelle Emerson-Russell, Executive Director, Workplace & Customer Experience, Verizon Business Group

Abstract:
2021 is poised to become the year that will differentiate brands who adopt the mantra of total customer experience. Are you ready to deliver on this? Hear how to create a sustainable competitive advantage by adopting key technologies to provide total customer experience.

Call to Action:

  • Evaluate your current CX strategy to see if it accounts for total experience: employee and customer experience?
  • Assess your employee experience to see if they have the correct tools that enables them to provide better CX which helps build your brand loyalty

Headliner:

Michelle Emerson RussellMichelle Emerson-Russell
Executive Director, Workplace & Customer Experience
Verizon Business Group

 

Why You Should Listen to Michelle:
Michelle is the Global Practice Lead for Workplace & Customer Experience Sales. She has global responsibility for Sales and Revenue growth within Verizon Business Group. In her role, Michelle works with Global Enterprise clients to achieve their business goals through engaging experiences with their customers, employees and partners.

JULY 14
1:25 PM EDT

BE SEEN AND BE HEARD! COLLABORATION ZONE

The Rules:

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

COLLABORATION ZONE - Digital Experiences that Drive Revenue

Andy Knosp, Head of Solutions Consulting, Gladly

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

Fab Facilitator:

Andy KnospAndy Knosp
Head of Solutions Consulting
Gladly

 

Why You Should Listen to Andy:
Andy has worked with leading ecommerce, retail, travel, and hospitality brands to improve their customer service operations. He brings 20 years of experience leading customer-facing teams in high growth businesses, delivering successful customer outcomes, and scaling operations at companies including Gladly, Stripe, Gainsight, and VMware.

JULY 14
2:09 PM EDT

CHECK IT OUT! Featured Demonstrations

Hosted by:
Gladly Logo

JULY 14
2:20 PM EDT

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

Michael Sherwood, Head of Digital Experience, Atom Bank

Abstract

How did Atom bank, progress from fledging start up in 2016 to topping Dun & Bradstreet’s UK 2021 Accelerate 50 as the UK’s fastest growing tech company.  Hear an exclusive tour of Atom’s end to end customer engagement ecosystem.  Looking at the Web, App and Customer Community touch points that led the way to success.

Call to Action:

  • Evaluate what customers’ needs are being met digitally
  • Assess where you can pivot your current customer journey with technology

Rockstar Insight:

Michael SherwoodMichael Sherwood
Head of Digital Experience
Atom Bank

 

Why You Should Listen to Michael:
Michael is a multi-award winning expert in all things customer intelligence and has over 20 years’ experience designing, implementing and improving digital propositions. He is currently Head of Digital Experience at Atom, the UK’s first App only bank and has helped grow the business from fledgling start up to multi billion pound company. Michael will share his insights on how Atom is best in it's class when virtually engaging with it's customers.

JULY 14
2:40 PM EDT

CASE HISTORY – Why Customer Experience is Not the Same as Customer Support?

Anastasia Zdoroviak, Director, Customer Experience, DoorDash

Abstract:

Often times the term customer experience is used as a headline for conversations about call center and customer support function. But depending on the industry and company customer support is just 30%-50% of what customer experience is. So what is the rest and who at the company should own it?

Call to Action:

  • Understand what customer experience includes as a whole
  • Organize customer experience to ensure that the company is listening to the Voice of the Customer
  • Make sure you are fixing the root cause and not just working on symptoms on bad experiences.

Rockstar Insight:

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
3:00 PM EDT

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
3:20 PM EDT

Prioritizing the Safety and Well Being of Your Employees

Erin McMillan, Associate Vice President Client Operations, Cox Automotive

Abstract:

Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them. When work and life happen in the same place, learn how best-in-class employers are addressing the changing needs of the workforce and how leaders can rise to the challenge to ensure each employee feels cared for and is invested in the future success of the company and your clients.

Call to Action:

  • Benchmark your efforts to engage and care for your employees against one of the United States’ best places to work
  • Reimagine strategies to engage and retain employees who impact your CX strategy

Rockstar Insight:

Erin McMillanErin McMillan
Associate Vice President Client Operations
Cox Automotive

 

Why You Should Listen to Erin:
As we emerge from the pandemic fog, Erin is doing ALL the things including returning to school to earn a master’s degree in Industrial-Organizational Psychology.

JULY 14
3:40 PM EDT

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.

Hosted by:

Gladly Logo

JULY 14
3:45 PM EDT

Creating a Contactless Customer Journey

Mike Lavigne, Director, Head of Experience Strategy & Design,
Nissan Motor Corporation

Abstract:

As customer preferences and behavior evolves, many traditionally ‘offline’ journeys are shifting fully or partially online. For safety, convenience, and more: customers want to go contactless. How can you transition to contactless? What should you recreate or preserve from offline journeys? And where can you break convention completely?

Call to Action:

  • Assess your current customer journeys to determine which parts are best suited for contactless
  • Strategize on where to recreate offline interactions, where to preserve them, and where to break free and create new conventions

Rockstar Insight:

Mike LavigneMike Lavigne
Director, Head of Experience Strategy & Design
Nissan Motor Corporation

 

Why You Should Listen to Mike:
Mike leads a London and Tokyo-based team of strategists, researchers and designers to deliver the best digital experience for Nissan Shoppers and owners in 60+ countries worldwide. Driving a rapidly evolving automotive industry, his focus is on digital car sales, demystification of electric vehicles, and designing a distinctive Nissan experience: one where every detail of the digital experience reflects Nissan’s unique DNA.

JULY 14
4:05 PM EDT

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 13
4:30 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted by:
ServiceNow logo

JULY 14
4:35 PM EDT

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

Share This
;
X