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. Investing in Digital to Improve the Customer Experience
Zone 2. Developing Action-Oriented 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 16, 2023 | ARRIVAL DAY
7:00 PM
Suggested Arrival Time
MONDAY, JULY 17, 2023 | NETWORKING DAY
Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
8:30 AM
Bike Around Nashville Tour
Experience local history, art, and culture with Nashville’s original bike tour operator. One of the local guides will show you what they love most about their city and we’ll cap off this experience with a taste of Nashville’s southern cuisine that will have you movin and groovin right into the event! Transportation, food, and beverages included. Ponchos will also be provided in case of inclement weather.
2:30 PM
Leadership Councils Mixer and Roundtable: Enabling an Innovative Customer Journey via Digital Transformation
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 & Featured Thought Leader Orientation
An essential meeting for Headliners, Rockstars, Fab Facilitators, and confirmed Featured Thought Leaders to preview the event, highlight your roles, and network with fellow peers.
5:45 PM
Participant Meet ‘n’ Greet
6:30 PM
Welcome Networking Reception and Event Kickoff
TUESDAY, JULY 18, 2023 | GENERAL SESSION AND EXHIBITION
8:00 AM
Registration, Continental Breakfast, and Exhibition
WELCOME and HEADLINER – What is Winnable? Strategic Priorities for Transformative Customer Experiences
9:20 AM
Navigating Customer Experience 2023: A Frost & Sullivan Executive MindXchange
9:25 AM
Energizer
9:30 AM
EXECUTIVE INSIGHT – Where Technology is Playing in CX Innovation
10:00 AM
Networking, Refreshment, and Exhibition Break
10:30 AM
CONCURRENT COLLABORATION ZONES – Roundtables
Choose one of the following zones:
Replicant
Stewart Ferguson, Senior Vice President, US, Konecta
Session to Session Travel Time
11:50 AM
SOLUTIONS WHEEL
12:20 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:20 PM
Session to Session Travel Time
1:25 PM
ASK THE EXPERTS! Panel Discussion – Talk Their Talk: Data-Driven Storytelling to Foster Organizational Buy-In
Waseem Kawaf, Global Vice President of Digital Experience, STANLEY Security
Panelists Include:
Melissa Archambault, Executive Director, Customer, Experience Advocacy & Strategy, CVS Health
Quinntine Dunford, Vice President Operations, ABM Industries
Jennifer Kulzer, Director, Global Digital Experience, Corbion
Patrick Mackay, Manager, Global CRM & CX Analytics, LifeScan
Chris Vetrano, Head of Partner & Customer Engagement – Bikes, Scooters & Transit, Lyft
2:10 PM
Navigating Customer Experience 2023: A Frost & Sullivan Executive MindXchange
2:15 PM
CROWDSOURCE – The Best of the Best Customer Experiences
3:15 PM
Networking, Refreshment, and Exhibition Break
3:45 PM
SUCCESS STORIES - Co-creation: Collaborating with Your Customers to Guide CX Design
Kim Rubush, C3 Director | Services Manager, Service Centers, Aircraft Availability Center – Business Aviation, Rolls-Royce
Bonnie Speck, Global Director Customer Experience and Expert Product Owner, Schneider Electric
4:25 PM
Energizer
4:30 PM
CAPSTONE - Yes, Employee Experience is a Revenue Driver! Your CX is Only as Good as Your EX
5:10 PM
GROOVE AROUND NASHVILLE
WEDNESDAY, JULY 19, 2023 | 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 – Investing in CX Priorities to Generate Customer Lifetime Value
9:40 AM
Energizer
9:45 AM
Session to Session Travel Time
9:50 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:
IA Call Center
11:00 AM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
11:45 AM
The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
The Fix on Building a Culture Founded on Customer Success
The Fix on Collaborating on Product Conception and User-Centered Design
The Fix on Structuring Teams to Deliver Transformational Change
12:15 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:00 PM
EXECUTIVE DIALOGUES - Surprising Lessons from My CX Transformation Journey
Brian Carlson, Vice President, Patient Experience, Vanderbilt University Medical Center
Jen Johnson, Senior Vice President, Call Center Transformation, Frontier Communications
1:45 PM
INSIGHTS AND IDEAS ROUNDUP - The Great Take-Away: Implementing the Best, Brightest, and Boldest Ideas from the Program
Jennifer Bloomfield, System Director, Consumer Experience Initiatives, Memorial Hermann Health System
Panelists Include:
Pamela Fusting, Director of Operations, Customer Experience, State of Tennessee Department of Human Services
Waseem Kawaf, Global Vice President of Digital Experience, STANLEY Security
Patrick Mackay, Manager, Global CRM & CX Analytics, LifeScan
2:15 PM
Content for Customer Experience 2023: A Frost & Sullivan Executive MindXchange Concludes
CUSTOMER EXPERIENCE TOUR
Nissan Stadium, Home of the Tennessee Titans
What can I learn about customer experience from a football stadium, you ask? Isn’t this a bit of a “fumble”? Exactly! Join us on this non-traditional tour and explore customer experience excellence from a new perspective! This is your backstage pass to Music City’s premier sports and entertainment destination, 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 nearly 70,000 fans happy during each event and throughout the year
2:30 PM
Check-In and Customer Experience Tour “Kickoff”
Hors d’oeuvres and beverages will be served
*Please note participation incurs an additional fee for those other than Leadership Council members. See the registration tab for details.
3:30 PM
Customer Experience Tour at Nissan Stadium
5:00 PM