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Customer Experience Ecosytem 22 Agenda

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.

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

Content below is from our previous event and will be updated as additional information becomes available.


MONDAY, JULY 18, 2022 | GENERAL SESSION AND EXHIBITION

2:00 PM

Leadership Council Mixer and Roundtable Discussion

*Please note participation in the meeting is restricted to Council Members only. For further information, see Council Tab above.

3:00 PM

Sponsor Workshop

4:30 PM

Sponsor Registration & Orientation Reception

5:30 PM

Presenter & Thought Leader Orientation

An essential meeting for Headliners, Rockstar Insights, Fab Facilitators, and confirmed thought leaders to preview the event, highlight your roles, and network with fellow peers.

6:15 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.

7:00 PM

Welcome Networking Reception and Event Kickoff

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

TUESDAY, JULY 19, 2022 | GENERAL SESSION AND EXHIBITION

8:00 AM

Registration, Continental Breakfast, and Exhibition

8:45 AM

WELCOME and HEADLINER - CX1.0 to 3.0: New Journeys for New Customer Expectations

9:30 AM

Navigating Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange

9:40 AM

Energizer

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

9:45 AM

CASE HISTORY - Unleash the Full Potential of CX Technologies

10:15 AM

Networking, Refreshment, and Exhibition Break

10:45 AM

CONCURRENT COLLABORATION ZONES – CASE HISTORIES

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

Choose one of the following zones:

 

Zone 1.
Best practices for Automating the Everyday to Create Meaningful Customer Experience
Zone 2.
Ideation to Execution: Choose Your Own Journey!

11:45 AM

Session to Session Travel Time

11:50 AM

INTERACTIVE CONCURRENT SESSIONS

 
Choose one of the following interactive sessions:

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.

(OR)

Executive Brainstorm - Closing Organizational Silos Across the CX Ecosystem

12:30 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

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

1:30 PM

Session to Session Travel Time

1:35 PM

CONCURRENT COLLABORATION ZONE – ThinkTank

A ThinkTank session employs interactive team exercises in a “roll up your sleeves” learning environment.

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

3:00 PM

Networking, Refreshments, and Exhibition Break

3:30 PM

EXECUTIVE INSIGHTS - Creating a Contactless Customer Journey

4:00 PM

Energizer

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

4:05 PM

CAPSTONE - Managing Customer Expectations in a Post-Covid World

5:00 PM

Curious Cocktails Networking Reception

WEDNESDAY, JULY 20, 2022 | GENERAL SESSION, EXHIBITION AND CONTACT CENTER SITE TOUR

8:00 AM

Continental Breakfast and Exhibition

8:45 AM

ICE BREAKER AND HEADLINER - The Success Mantra: Enabling Brand Recognition Through Total Customer Experience

9:35 AM

Frost & Sullivan Customer Experience Ecosystem Executive MindXchange Shout Outs: Advisory Board, Sponsors, and Council Members

9:40 AM

Energizer

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

9:45 AM

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

10:15 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

11:00 AM

CONCURRENT COLLABORATION ZONE – ROUNDTABLE

A roundtable session captures the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Digital Experiences that Drive Revenue

12:15 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

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

1:00 PM

EXECUTIVE BRAINSTORM - Prioritizing the Safety and Well Being of Your Employees

1:45 AM

CAPSTONE - Effective Change Management Across the CX Ecosystem

2:15 PM

Content for the Customer Experience Ecosystem Concludes

CUSTOMER EXPERIENCE SITE TOUR AND EXECUTIVE ROUNDTABLE

2:30 PM

Shuttle Check In

3:15 PM

Customer Experience Site Tour

4:00 PM

Leadership Council Critical Issue Roundtable

Hors d’oeuvres and beverages will be served.

5:00 PM

Site Tour and Executive Roundtable Conclude

Shuttle Transportation to the Hilton Minneapolis will be provided