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.
Featured collaboration zones include:
Zone 1. Committing to a Strategic Plan
Zone 2. Executing on Impactful CX Initiatives
For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com
SUNDAY, JULY 17, 2022 | ARRIVAL DAY
7:00 PM
Suggested Arrival Time
MONDAY, JULY 18, 2022 | NETWORKING DAY
Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
8:30 AM
Prince Legacy Tour & Lunch
2:00 PM
Leadership Councils Mixer and Critical Issue Roundtable: Aligning the Organization with Your Top Competitive CX Priorities
Rockstar Insights:
Freddie Berberena
Senior Director, Service Center Strategy and Operations
Empyrean Benefit Solutions, Inc.
Customer Engagement Leadership Council Member
Why You Should Listen to Freddie:
Recognized as an expert in the area of Operational Process Improvement, Freddie has spent his career focusing on the customer experience by improving how internal teams function and interact with each other. This has led to a diverse career working in areas from Product Development to IT and Operations at companies large and small from UnitedHealth Group to Bloom Health ultimately landing at Empyrean Benefit Solutions.
3:00 PM
Sponsor Workshop
4:00 PM
Leadership Councils Mixer and Critical Issue Roundtable Concludes
4:30 PM
Sponsor Registration & Orientation Reception
5:00 PM
Presenter & Thought Leader Orientation
5:45 PM
Participant Meet ‘n’ Greet
6:30 PM
Welcome Networking Reception and Event Kickoff
TUESDAY, JULY 19, 2022 | GENERAL SESSION AND EXHIBITION
8:00 AM
Registration, Continental Breakfast, and Exhibition
8:45 AM
WELCOME and HEADLINER – Delivering the Kind of Customer Experience that Drives Financial Performance
Good experience drives good economics. Brands that create distinct experiences enable growth, improve retention and increase engagement. Companies that adopt an intentional approach with executive sponsorship from the top will create outstanding opportunities for its shareholders.
Key Take-Aways:
- Practical approach to develop a CX strategy that aligns with your vision
- Methodology to create organizational capabilities that aligns with the strategy
- Essential components to lead a CX function for sustained performance
Headliner:
Vinod Varma
Senior Vice President, Patient Experience and Service Operations
Oak Street Health
Why You Should Listen to Vinod:
Vin is a customer experience and operations leader with a track record of driving transformational results across industries. He is passionate about integrating human centered design with technology and operations to create world class customer experiences. His current responsibilities include leading patient experience and service operations across channels for Oak St. Health.
9:30 AM
Navigating the 3rd Annual Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange
9:40 AM
Energizer
9:45 AM
ROCKSTAR INSIGHT – Do You Know What Your Customers Value Most?
STANLEY Security
Customers expect you to understand them, and they expect to get what they need, now. By integrating data from across digital touchpoints on what customers are actually doing, saying, and feeling, you can get ahead of your customers’ needs and deliver a connected and seamless experience no matter how they choose to engage.
Key Take-Aways:
- The key data sources beyond sales that give insight into your customers: behavior, intent, and sentiment
- A practical framework to integrate multiple data sources and generate actionable information
- Getting stakeholder buy-in on a customer-centered experience engine and responding in real time to what it’s telling you.
Rockstar Insights:
Waseem Kawaf
Global Vice President of Digital Experience
STANLEY Security
Why You Should Listen to Waseem:
Waseem has spent his career thinking about how the marketing tech stack can bring businesses closer to their customers. Over the last 2+ years as VP of Global Digital Experience at STANLEY Security, he has ideated and built a structured CX process that has delivered tangible business results and fostered positive, customer-focused change across the organization.
10:15 AM
Networking, Refreshment, and Exhibition Break
10:50 AM
CONCURRENT COLLABORATION ZONES – ThinkTanks
ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.
Choose one of the following zones:
Ginger Conlon, Thought Leadership Director, Genesys
Abstract:
Customer experience is a journey — and no matter how far along you think you are, your customers expect you to be farther. Recent research shows the gaps between consumers’ and companies’ priorities, as well as how CX leaders close them; for example, 90% of leaders use AI to understand pain points in the customer journey. What actions can you take to optimize CX? This discussion will illuminate your path forward.
Key Take-Aways:
- Framework to close gaps between consumers’ and companies’ priorities to improve satisfaction and lifetime value — and build internal momentum for CX
- Insights on collaborating cross-functionally to deliver cohesive, fluid
customer experiences - Best practices for aligning CX metrics and strategy with business goals and
customer expectations
Fab Facilitator:
Ginger Conlon
Thought Leadership Director
Genesys
Why You Should Listen to Ginger:
An award winning editorial leader, Ginger is currently thought leadership director at Genesys, where she co-creates expansive research led reports on customer experience. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines, she set the editorial vision and strategy, which led to increased readership, reader engagement, and revenue.
Ryan Smith, Senior Manager, Sales Consulting, Zendesk
Abstract:
Service used to mean the business and agent had all the control. By 2025, customers will drive all service, it will totally be on their terms. When you have the right insight from the right data AND at the right time, this is when you can give a customer a truly personalized, incredible experience. Join this interactive discussion for insights into what the future of CX will look like and to ensure your CX strategy is set up for long term success.
Key Take-Aways:
- Best practices to ensure CX strategy and investments align with future trends
- Understand the shift from traditional, transactional service interactions to those that are more conversational
- Blueprint to drive business growth with AI, automation,
and conversational service - Framework to use the right data to deliver a truly personalized
customer experience
Fab Facilitator:
Ryan Smith
Senior Manager, Sales Consulting
Zendesk
Why You Should Listen to Ryan:
A data, and process-driven leader, Ryan has spent 20 years implementing and designing solutions for Fortune 100 companies striving to provide the best possible service to their customers with ROI-driven outcomes. In his current role leading Enterprise Solutions for the Central US, he is focused on digital-first initiatives driving richer engagement and new revenue opportunities for his clients.
12:05 PM
Session to Session Travel Time
12:10 PM
SOLUTIONS WHEEL
12:40 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
Topic Tables Hosted by Industry Leaders
CX as a Strategic Differentiator hosted by Genesys
1:45 PM
Session to Session Travel Time
1:50 PM
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:
Peter Leppik, Assistant Vice President, Voice of the Customer, U.S. Bank
Abstract:
Getting past “So what?” can be the difference between success and failure for a CX program. In a business environment where resources and attention are scarce, you need to be able to connect customer experience metrics with business goals and show impact.
Key Take-Aways:
- Fresh perspectives and insights from your peers about how to make the connection between improved CX metrics and business outcomes
- Analytic methods to prove the link between customer experience and profitability
- Lessons learned about what worked—or didn’t work—to persuade skeptical stakeholders
Fab Facilitator:
Peter Leppik
Assistant Vice President, Voice of the Customer
U.S. Bank
Why You Should Listen to Peter:
As a Customer Experience leader with over 20 years experience, Peter brings a scientific approach to solving business problems, and helps people, process, and technology work together. In his current role at U.S. Bank, he leads the Contact Center Voice of the Customer program and the Customer Value Tracking initiative.
Stacey Dove, Senior Vice President of Customer Experience, UnitedHealth Group
Abstract:
The pandemic has sped up the use of data and changed customer expectations. Data has allowed companies to know their customers beyond previous abilities.
Key Take-Aways:
- Insight on maximizing the power of customer data to drive profitable business growth
- Best practices to incubate and cultivate a culture of data-driven decision-making
- Framework to leverage AI, ML and NLP for customization
Fab Facilitator:
Stacey Dove
Senior Vice President of Customer Experience
UnitedHealth Group
Why You Should Listen to Stacey:
Stacey has a relentless passion to improve customer experience across the largest health care enterprise in the U.S. She believes that we all need to do better and be better in the healthcare space; customers are demanding it, begging for it. In her free time, Stacey hosts the Optum podcast, “Until It’s Fixed”, focusing on pressing health care topics in the U.S. She’s also a mom of four teenagers and a basketball coach.
2:35 PM
Session to Session Travel Time
2:40 PM
EXECUTIVE BRAINSTORM – Cascading the Omnichannel Brand Experience Across Your Organization
Erin McMillan, Associate Vice President Client Operations, Cox Automotive
Panelists Include:
Christina Baune, Director of Digital Product, Sleep Number Corporation
Patrick Forsland, Senior Director, Guest Experience, Minnesota Twins Baseball Club
Stacy McGranor, Customer Experience Program Director, San Jose Sharks
Erik Wakefield, Vice President Customer Experience, Flagstar Bank
Abstract:
Connecting the enterprise with your customers’ experience can be challenging; building and keeping a tight ecosystem with employees in marketing, sales, service, and technology teams is the key. In this session, hear from executives that have learned to identify and prioritize CX needs across the organization, by breaking down silos and engaging employees to drive quality customer experiences.
Key Take-Aways:
- Benchmark your organization’s strategy for a cross-departmental omnichannel experience
- Framework to establish clear success measures that demonstrate ROI through your brand experience ROI
- Tactics to build buy-in and partnership across your organization
Moderator:
Erin McMillan
Associate Vice President Client Operations
Cox Automotive
Why You Should Listen to Erin:
Erin leads a diverse team with equally diverse functions spanning order fulfillment, customer care, even graphic design. Since joining the organization in 2002 as a Customer Support Rep, Erin has been focused on developing strong leaders and engaged employees that can deliver the ultimate customer experience.
Panelists Include:
Christina Baune
Director of Digital Product
Sleep Number Corporation
Why You Should Listen to Christina:
Christina’s work focuses on Digital Product Management and strategic communication-and everything in between as it relates to solving customer problems. When she isn’t building PowerPoint slides in her head, she can be found enjoying the sunshine with her daughter Alyssa (17), son Niklas (14), and husband Dan, and their dog Kody.
Patrick Forsland
Senior Director, Guest Experience
Minnesota Twins Baseball Club
Why You Should Listen to Patrick:
Patrick has worked in Customer Service for the Minnesota Twins for 24 years. For the first 11 years of his career, he worked as part of the Ticket Operations department, managing the Twins Call Center and developing and supervising an Inside Sales program. Patrick’s current role as head of the Twins Guest Services department was created with the opening of Target Field in 2010.
Stacy McGranor
Customer Experience Program Director
San Jose Sharks
Why You Should Listen to Stacy:
Part artist, part scientist, Stacy continues to fuel her passion for sports, entertainment, and their consumers by serving as the voice of the customer and overseeing all qualitative and quantitative research efforts for the Sharks Sports & Entertainment properties, including the San Jose Sharks, San Jose Barracuda, SAP Center at San Jose, and the Sharks Ice Family of Rinks.
Erik Wakefield
Vice President Customer Experience
Flagstar Bank
Why You Should Listen to Erik:
With expertise in multiple industries and disciplines, Erik isn’t thriving unless he is tackling thorny, ambiguous challenges and supporting the development of his fellow team members in the process. He believes in a humanized, data-driven approach to drive profitability through customer loyalty and that innovation is only successful with robust change management.
3:25 PM
Networking, Refreshment, and Exhibition Break
3:55 PM
CASE HISTORY - Integrating Design Thinking in Your Long–Term Customer Experience Strategy
Abstract:
All too often it is the CUSTOMER who is left out of the Customer Experience process. How might we explore best practices for keeping the voice of the customer at the center of everything we do, using familiar Design Thinking techniques in new ways.
Key Take-Aways:
- Simple tools for everyday use
- Best practices for rapid testing
- Making the process fun
Rockstar Insights:
Cal Austin
Innovative Customer Experience Lead – Emerging Markets
Pfizer
Why You Should Listen to Cal:
The common thread throughout Cal’s career has been a focus on creative problem solving. Using Design Thinking, Agile, Open Space Technology, Gallup StrengthsFinder, and other tools, he has helped teams find solutions to their most challenging business pursuits while improving the Customer Experience.
4:25 PM
Energizer
4:30 PM
CAPSTONE – 5 Components of Extraordinary Teams
Abstract:
In their efforts to build high performing teams, most organizations focus exclusively on building the skills of their individual members, but do talented individuals guarantee you’ll have a cohesive team? In this session, we’ll discuss the “stuff” – the intangibles – that transform a collection of talented individuals into extraordinary teams; how leaders connect the passion of each team member to the achievement of the team’s common goal; and helping team members understand their responsibility as curators of the organization’s culture.
Key Take-Aways:
- An understanding of the necessity for team members to make individual sacrifices in order to achieve the team’s common goal/shared vision
- Best practices for communicating openly and honestly to foster a culture of trust
- Insight into leveraging daily, focused discipline to develop machine-like consistency
Rockstar Insights:
Lee Rubin
Former Captain of the Penn State Football team and Corporate Human Resources Professional
Why You Should Listen to Lee:
For 30 years, Lee has been building high performance teams in both corporate America and the collegiate sports world, setting the foundational cornerstone for a leadership and culture-building mindset focusing on the key components that create extraordinary teams.
5:30 PM
Dine Around Minneapolis – Meet in Hotel Lobby for prompt departure at this time.
WEDNESDAY, JULY 20, 2022 | GENERAL SESSION, EXHIBITION & CUSTOMER EXPERIENCE CENTER TOUR
7:15 AM
Early Risers Yoga
8:30 AM
Continental Breakfast and Exhibition
9:00 AM
ICE BREAKER and HEADLINER – Building a Culture Based on Employee Experience
NYC Health + Hospitals
Abstract:
Culture is imperative to successful customer experience. Placing employee engagement at the heart of the CX strategy, especially in a crisis but at all times. Hear how creating a culture defined by empathy and care will improve employee morale and customer satisfaction.
Key Take-Aways:
- Fresh perspective on engagement, wellness and emotional support for customers
and employees - Framework to optimize experiences through effective communication empathy
and compassion - Best practices to leverage data
- Define the core values for your organizational culture
Headliner:
David Weisman, PhD, CPXP
Chief Experience Officer
NYC Health + Hospitals
Why You Should Listen to David:
David has spent the majority of his 20 year career in customer/care experience. He has a unique set of skills that have allowed him to create a culture of empathy focused on customer experience and exceed the expectations of all his customers, including patients and their loved ones, employees and the community.
9:45 AM
Energizer
9:50 AM
Session to Session Travel Time
9:55 AM
COLLABORATION ZONE - ROUNDTABLE
The Roundtable session captures the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.
Elevate Your Customer Journey Mapping
Abstract:
Customer journey mapping was first introduced by Oxford Corporate Consultants in 1998. This innovative process is almost 25 years old. Over those years, technology has enhanced our ability to understand more about customer sentiment, preferred channels, and the real drivers of loyalty. We now have enough data and insight to quit simply managing customers’ experiences. We have the ability to lift them off the ground.
Key Take-Aways:
- Guide to capture the “voice of the customer” through engagement and data
- Framework to differentiate between a true journey map and a “hypothesis map”
- Identify touchpoints across the entire experience chain
- Proven ways to build listening paths that allow for constant process improvement
- Blueprint to drive choices regarding people, processes and technologies across the organization
Fab Facilitator:
Sean Wisdom
Senior Vice President of Global Marketing
Arise Virtual Solutions
Why You Should Listen to Sean:
Sean has been a driving force in bringing cutting-edge technologies to businesses worldwide for over 20 years. With extensive experience in sales, sales management, and all facets of marketing, he has started successful global business solutions programs for Verizon and Dell. In his current role, Sean transformed the GTM strategy for Office Depot including segmentation, strategic messaging, and digital demand generation strategies.
11:10 AM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
11:50 AM
The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
The Fix on Optimizing Mobile and Web Analytics
Hosted By:
Stacy McGranor
Customer Experience Program Director
San Jose Sharks
Why You Should Listen to Stacy:
Part artist, part scientist, Stacy continues to fuel her passion for sports, entertainment, and their consumers by serving as the voice of the customer and overseeing all qualitative and quantitative research efforts for the Sharks Sports & Entertainment properties, including the San Jose Sharks, San Jose Barracuda, SAP Center at San Jose, and the Sharks Ice Family of Rinks.
The Fix on Establishing Cross Enterprise Metrics of CX ROI
Mastercard
Hosted By:
Marilyn McDonald
Senior Vice President, Customer Interoperability
Mastercard
Why You Should Listen to Marilyn:
In her role Marilyn, leads the product, design, and engineering teams responsible for delivering experience improvements through Connect – the interface that customers use to manage and grow their business with Mastercard, bringing one view of Mastercard to our customers. In her spare time, she is the leader of the Product Management – Technical Guild for Mastercard globally.
The Fix on Your Tech Toolkit
STANLEY Security
Hosted By:
Waseem Kawaf
Global Vice President of Digital Experience
STANLEY Security
Why You Should Listen to Waseem:
Waseem has spent his career thinking about how the marketing tech stack can bring businesses closer to their customers. Over the last 2+ years as VP of Global Digital Experience at STANLEY Security, he has ideated and built a structured CX process that has delivered tangible business results and fostered positive, customer-focused change across the organization.
12:25 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
Topic Tables Hosted by Industry Leaders
Reimagining the Workforce with Gig-CX hosted by Arise Virtual Solutions
1:15 PM
MOVER AND SHAKER INTERVIEWS – Transformational Stories from Customer Experience Superstars
John Bord, Manager, Customer Experience, Tucson Electric Power (TEP)
Panelists Include:
Ishraf Ahmad, Head of Clinical Product, Virta Health
Wendy Cutting, Vice President, Optum Digital, Optum
Stacey Dove, Senior Vice President of Customer Experience, UnitedHealth Group
Marilyn McDonald, Senior Vice President, Customer Interoperability, Mastercard
Tara Townsend, Director of Customer Experience, AARP
Abstract:
Moving the needle and sustaining wins for the customer and the company creates a deep competitive advantage. Hear from customer experience leaders about overcoming organizational challenges, amplifying CX best practices, and how to align opportunities to business pressures and consistently execute on effective market and organizational strategies.
Key Take-Aways:
- Framework to align culture and engage employees to deliver
exceptional experiences - Best practices for addressing internal challenges and determining
successful metrics - Identifying solution sets to resolve problems in strategic CX initiatives
- Success factors in defining CX ROI to secure funding for new initiatives
Moderator:
John Bord
Manager, Customer Experience
Tucson Electric Power (TEP)
Why You Should Listen to John:
John is an accomplished subject matter expert with an extensive career spearheading creation and execution of marketing, research and customer experience strategies across multiple industries. Focused on creating actionable research to maximize CX initiatives and brand management, he is passionate about driving customer value while achieving strategic business objectives and growth.
Panelists Include:
Ishraf Ahmad
Head of Clinical Product
Virta Health
Why You Should Listen to Ishraf:
Ishraf has spent more than a decade in leading product and experience teams across Healthcare and Retail industries to enable growth and deliver valuable, delightful, and impactful customer experiences. Currently, he is leading a team of designers to identify opportunities and implement experience improvement initiatives.
Wendy Cutting
Vice President, Optum Digital
Optum
Why You Should Listen to Wendy:
Bio is forthcoming.
Stacey Dove
Senior Vice President of Customer Experience
UnitedHealth Group
Why You Should Listen to Stacey:
Stacey has a relentless passion to improve customer experience across the largest health care enterprise in the U.S. She believes that we all need to do better and be better in the healthcare space; customers are demanding it, begging for it. In her free time, Stacey hosts the Optum podcast, “Until It’s Fixed”, focusing on pressing health care topics in the U.S. She’s also a mom of four teenagers and a basketball coach.
Marilyn McDonald
Senior Vice President, Customer Interoperability
Mastercard
Why You Should Listen to Marilyn:
In her role Marilyn, leads the product, design, and engineering teams responsible for delivering experience improvements through Connect – the interface that customers use to manage and grow their business with Mastercard, bringing one view of Mastercard to our customers. In her spare time, she is the leader of the Product Management – Technical Guild for Mastercard globally.
Tara Townsend
Director of Customer Experience
AARP
Why You Should Listen to Tara:
Guess who has the easiest job in the room… the person who doesn’t need to have all the answers. Tara has made a career of delivering excellent CX by simply letting consumers tell her what they want. Leveraging consumer research, voice of the customer, and an M.S. in Behavioral Economics, Tara susses out consumer needs and helps organizations deliver on them.
1:55 PM
INSIGHTS AND IDEAS ROUNDUP - The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program
Erin Ghere, Director of Consumer Experience Management, HealthPartners
Panelists Include:
Eric Caron, Senior Director of Digital Experience, Caribou Coffee
Peter Lippek, Assistant Vice President, Voice of the Customer, U.S. Bank
Erin McMillan, Associate Vice President Client Operations, Cox Automotive
Abstract:
Participants at each Customer Experience Ecosystem 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:
Erin Ghere
Director of Consumer Experience Management
HealthPartners
Why You Should Listen to Erin:
Bringing nearly two decades of health care experience, Erin leads HealthPartners’ consumer engagement strategies designed to make health care simple and more affordable. They create outreach and experiences that delight health plan members and care group patients by successfully guiding them to their next best action with relevant and relatable content.
Panelists Include:
Eric Caron
Senior Director of Digital Experience
Caribou Coffee
Why You Should Listen to Eric:
Eric’s work focuses on meeting the customer’s digital needs through streamlining the app and online order experience while expanding the brand nationwide. When he isn’t talking about product management, agile methods, websites, apps or APIs, you’ll find him with his family in Eden Prairie (attempting to teach his children the difference between a French press, Aeropress & ChemEx).
Peter Lippek
Assistant Vice President, Voice of the Customer
U.S. Bank
Why You Should Listen to Peter:
As a Customer Experience leader with over 20 years experience, Peter brings a scientific approach to solving business problems, and helps people, process, and technology work together. In his current role at U.S. Bank, he leads the Contact Center Voice of the Customer program and the Customer Value Tracking initiative.
Erin McMillan
Associate Vice President Client Operations
Cox Automotive
Why You Should Listen to Erin:
Erin leads a diverse team with equally diverse functions spanning order fulfillment, customer care, even graphic design. Since joining the organization in 2002 as a Customer Support Rep, Erin has been focused on developing strong leaders and engaged employees that can deliver the ultimate customer experience.
2:15 PM
Content for the 3rd Annual Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes
CUSTOMER EXPERIENCE TOUR AT TARGET FIELD
2:30 PM
Check-In for Customer Experience Tour
3:00 PM
Customer Experience Tour at Target Field
Abstract:
What can I learn about customer experience from a baseball stadium, you ask? Isn’t this a bit of a “change up”? Exactly! Join us on this non-traditional customer experience tour and explore customer experience excellence from a new perspective! Rated a Top 10 MLB Stadium Experience by ESPN the Magazine! This is your backstage pass to the home of the Minnesota Twins, giving you behind-the-scenes access to a state-of-the-art venue that was designed to enhance the game day experience and so much more.
Key Take-Aways:
- Insight on how the experience for premium club and suite guests is elevated above the “average Joe” ticket holder
- Examples of innovative technologies that are used to boost the guest experience
- Best practices for keeping 40,000 fans happy during each event and throughout the year
5:00 PM