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Customer Experience Ecosytem 22 Agenda

Agenda

CHOOSE BETWEEN TWO DIFFERENT COLLABORATION ZONES:

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

Schedule-at-a-Glance is continuously updated as additional information becomes available.


SUNDAY, JULY 17, 2022 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Sunday to participate in Monday’s Networking Activity

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

Join us as we honor the life of Prince – one of the greatest musical legends to emerge out of the Twin Cities! This exciting tour will take you to all the important sites, from places of his youth to some of the venues he performed in. We’ll culminate this journey with a delicious lunch and cocktail at the famous 5-8 Club, home of the “Juicy Lucy”! Transportation, food and beverage included.

2:00 PM

Leadership Councils Mixer and Critical Issue Roundtable: Aligning the Organization with Your Top Competitive CX Priorities

*Please note participation is restricted to Council Members and Associate Members only. For more information on the Councils, please visit Council Tab above.

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

An essential meeting for Headliners, Rockstars, Fab Facilitators, and confirmed Thought Leaders to preview the event, highlight your roles, and network with fellow peers.

5:45 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.

6:30 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. 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 – Delivering the Kind of Customer Experience that Drives Financial Performance

Vinod Varma, Senior Vice President, Patient Experience and Service Operations, Oak Street Health
Abstract:
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

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

9:45 AM

ROCKSTAR INSIGHT – Do You Know What Your Customers Value Most?

Waseem Kawaf, Global Vice President of Digital Experience,
STANLEY Security
Abstract:
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:

Zone 1.
Assessing Your CX Maturity Level

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:

  • Benchmark your maturity in several areas of CX, including metrics, technology, and empathetic interactions (human and digital)
  • 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.

Zone 2.
Exceeding Your Customer’s Expectations of their Digital Experience

12:05 PM

Session to Session Travel Time

12:10 PM

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 solution providers – both intense and fulfilling.

12:40 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.
Hosted by:

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:

Zone 1.
Aligning Metrics to Business Outcomes

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.

 

Zone 2.
Data-enabled (AI, ML and NLP) Customization and Personalization

Katherine Shin, Vice President of Customer Experience, Trane Technologies

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 create a strategy of predictive and proactive
    customer personalization

Fab Facilitator:

Katherine Shin
Vice President of Customer Experience
Trane Technologies
 

Why You Should Listen to Katherine:
Katherine is responsible for designing holistic customer experiences for B2B and B2C channels, and her scope of responsibilities include customer insights and research, advanced analytics and data science, e-commerce, innovation, loyalty programs, digital transformation, connected home strategy, and strategy and business development.

2:35 PM

Session to Session Travel Time

2:40 PM

EXECUTIVE BRAINSTORM – Cascading the Omnichannel Brand Experience Across Your Organization

Moderator:
Erin McMillan, Associate Vice President Client Operations, Cox Automotive

Panelists Include:
Derek Franks, Senior Director of Insights, Worldwide, Customer Experience, Electronic Arts
Stacy McGranor, Customer Experience Program Director, San Jose Sharks
Tricia Price, Senior Vice President Customer Experience Operations, GM Financial
Bradley Utter, Associate Vice President, Provider Call Center and Vendor Management, Humana
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:

Derek Franks
Senior Director of Insights, Worldwide Customer Experience
Electronic Arts
 

Why You Should Listen to Derek:
Derek is a data and analytics leader with a passion for using data to better understand markets and customers in order to drive improved business results. In his role at EA, he leads the WW Customer Experience Analytics & BI, Data Science, Research and Innovation Labs functions.

 
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.

 
Tricia Price
Senior Vice President Customer Experience Operations
GM Financial
 

Why You Should Listen to Tricia:
In this role, Tricia is responsible for influencing strategic projects and initiatives to support a best-in-class customer experience with a focus on operationalizing digitization efforts to enhance operational efficiencies and effectiveness. During her 20+ year career in auto finance, she has held progressive positions within GM Financial Consumer Services and Corporate Servicing areas. In 2021, Tricia was recognized by Auto Finance Journal and Cherokee Media as a Top Female Leader in Auto Finance.

 
Bradley Utter
Associate Vice President, Provider Call Center and Vendor Management
Humana
 

Why You Should Listen to Bradley:
Brad has been a leader in the Contact Center industry for over 15 years and has led Vendor Management, Workforce Management and Operational teams across multiple industries throughout his tenure. He has a passion for delivering exceptional customer service across multiple channels and works tirelessly to ensure team culture stays at the forefront of decision making.

 
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

Cal Austin, Innovative Customer Experience Lead – Emerging Markets, Pfizer

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

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

4:30 PM

CAPSTONE – 5 Components of Extraordinary Teams

Lee Rubin, Former Captain of the Penn State Football team and Corporate Human Resources Professional

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.

Take networking a step further and join us as we venture through Minneapolis to see the town and taste the local cuisine. A great opportunity to further relationships with your fellow peers in a relaxed, intimate setting! Not to Be Missed: The Amazing Progressive Dinner We’ll Be Enjoying!

WEDNESDAY, JULY 20, 2022 | GENERAL SESSION, EXHIBITION & CUSTOMER EXPERIENCE CENTER TOUR

7:15 AM

Early Risers Yoga

Calling all yogis! 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.

8:30 AM

Continental Breakfast and Exhibition

9:00 AM

ICE BREAKER and HEADLINER – Building a Culture Based on Employee Experience

David Weisman, PhD, CPXP, Chief Experience Officer,
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

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

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

Sean Wisdom, Senior Vice President of Global Marketing, Arise Virtual Solutions


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

Share your smarts! Choose between three themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience executives today. These are fifteen minute rapid fire sessions with two rotations. First come, first serve, and so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.

The Fix on Optimizing Mobile and Web Analytics

Stacy McGranor, Customer Experience Program Director, San Jose Sharks

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

Marilyn McDonald, Senior Vice President, Customer Interoperability,
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

Waseem Kawaf, Global Vice President of Digital Experience,
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

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.
Hosted by:

1:15 PM

MOVER AND SHAKER INTERVIEWS – Transformational Stories from Customer Experience Superstars

Moderator:
John Bord, Manager, Customer Experience, Tucson Electric Power (TEP)

Panelists Include:
Ishraf Ahmad, Head of Clinical Product, Virta Health
Stacey Dove, Senior Vice President of Customer Experience, UnitedHealth Group
Marilyn McDonald, Senior Vice President, Customer Interoperability, Mastercard
Katherine Shin, Vice President of Customer Experience, Trane Technologies
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.

 
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.

 
Katherine Shin
Vice President of Customer Experience
Trane Technologies
 

Why You Should Listen to Katherine:
Katherine is responsible for designing holistic customer experiences for B2B and B2C channels, and her scope of responsibilities include customer insights and research, advanced analytics and data science, e-commerce, innovation, loyalty programs, digital transformation, connected home strategy, and strategy and business development.

 
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

Moderator:
Erin Ghere, Director of Consumer Experience Management, HealthPartners

Panelists Include:
Eric Caron, Senior Director of Digital Experience, Caribou Coffee
Peter Chiappano, Associate Director, Emerging Technologies & Digital Strategy, Novo Nordisk
Colleen Hilderman Clayton, Former Vice President, Client Engagement, Gucci Americas
Peter Lippek, Assistant Vice President, Voice of the Customer, U.S. Bank

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 Chiappano
Associate Director, Emerging Technologies & Digital Strategy
Novo Nordisk
 

Why You Should Listen to Peter:
Bio is forthcoming,

 
Colleen Hilderman Clayton
Former Vice President, Client Engagement
Gucci Americas
 

Why You Should Listen to Colleen:
A transformational & results driven Client Experience leader with emphasis on establishing a “client at the center” mindset across all business channels. A positive influencer of company culture, Colleen is recognized as exemplifying intuitive vision, unique perspective, and a spirit of innovation in leading strategic growth leveraging a diverse 30+ year experience portfolio in luxury apparel, sporting goods, contemporary art, and aviation blending brick & mortar with tech innovation in elevating CX, EX, UI, UX and more

 
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.

2:15 PM

Content for the 3rd Annual Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes

CUSTOMER EXPERIENCE TOUR AT TARGET FIELD

*Please note participation incurs an additional fee for those other than Leadership Council Members. See registration tab for details.

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

Customer Experience Tour Concludes and Shuttle Departs for the Hilton Minneapolis