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. 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

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

SUNDAY, JULY 16, 2023 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Sunday to participate in Monday’s Networking Activity

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

Country Music Hall of Fame Tour

Join us for a star-studded tour of the Country Music Hall of Fame to experience the enriched history of country music’s greatest memories! While on the tour, you’ll take networking a step further by completing a scavenger hunt with your fellow peers. We’ll cap off this experience with a taste of Nashville’s southern cuisine that will have you movin and groovin’ right into the rest of our event! Transportation, food, and beverages included.

2:30 PM

Leadership Councils Mixer and Roundtable: Enabling an Innovative Customer Journey via Digital Transformation

*Please note participation is restricted to Leadership Council Members and Associate Members only. For more information on the Leadership 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 & 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

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 icebreaker 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 18, 2023 | GENERAL SESSION AND EXHIBITION

8:00 AM

Registration, Continental Breakfast, and Exhibition

8:45 AM

WELCOME and HEADLINER – What is Winnable? Strategic Priorities for Transformative Customer Experiences

Laurie Englert, Chief Marketing Officer, Legrand, North America

Abstract:
When determining strategic priorities for transforming the customer experience, you need to look at value for spend, allocating resources to the innovative customer engagement strategies across the enterprise that will deliver the greatest impact on the brand experience. The biggest, and most important value is in building a customer driven culture. This takes time, passion, leadership support, and focus, but it can be done by engaging the organization in different ways – get them involved! You first must believe it’s necessary, make it part of your strategic initiatives and the metrics that matter come later.

Key Take-Aways:

Empathy is everything – never start a large project without talking to 6-10 customers (internal or external)
Weigh-in is buy-in – make traction with employees and customers by involving them in the journey
Go for the quick wins to show progress and gain organizational buy-in

Headliner:

Laurie Englert
Chief Marketing Officer
Legrand, North America

Why You Should Listen to Laurie:
Laurie’s journey from Marketing to Customer Experience evolved over the last 30 years, most notably when she discovered an innovation framework called Design Thinking. It changed everything, especially her relationship with customers. She led the way building a culture of empathy while solving customer pain points cross-functionally to achieve business results. You can too…

9:30 AM

Navigating Customer Experience 2023: A Frost & Sullivan Executive MindXchange

9:35 AM

Energizer

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

9:40 AM

EXECUTIVE INSIGHT – Where Technology is Playing in CX Innovation

Tricia Price, Senior Vice President Customer Experience Operations, GM Financial

Rockstar Insights:

Tricia Price
Senior Vice President Customer Experience Operations
GM Financial

Why You Should Listen to Tricia:
Bio is forthcoming.

10:10 AM

Networking, Refreshment, and Exhibition Break

10:40 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.

Humanizing an Automated Customer Experience

Zone 2.

Leveraging VoC and VoE to Raise the Bar

11:55 AM

Session to Session Travel Time

12:00 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.

1:40 PM

Session to Session Travel Time

1:45 PM

ASK THE EXPERTS! Panel Discussion – Talk Their Talk: Data-Driven Storytelling to Foster Organizational Buy-In

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

Panelists Include:
Quinntine Dunford, Vice President Operations, ABM Industries
Charise Hansen, Director User Experience Design, Macy’s
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

Moderator:

Waseem Kawaf
Global Vice President of Digital Experience
STANLEY Security

Why You Should Listen to Waseem:
Bio is forthcoming.

Panelists Include:

Quinntine Dunford
Vice President Operations
ABM Industries

Why You Should Listen to Quinntine:
Quinntine has dedicated his career to understanding customer needs and solving their problems. He has a unique set of skills that have allowed him to create a customer-focused organization that has been successful in creating value for its customers and their business.

Charise Hansen
Director User Experience Design
Macy’s

Why You Should Listen to Charise:
Bio is forthcoming.

Jennifer Kulzer
Director, Global Digital Experience
Corbion

Why You Should Listen to Jennifer:
Jenni has spent the last 20 years telling stories through her varied careers. She is a published author, and has spent a good deal of time teaching others how to write and compose stories. Her marketing chops come from also spending the last 20 years in marketing, and these two skillsets came together in the past several years as she has conquered building and implementing a digital transformation strategy based on insights-led customer experience data.

Patrick Mackay
Manager, Global CRM & CX Analytics
LifeScan

Why You Should Listen to Patrick:
Patrick oversees the transformation of customer experience analytics and solutions to deliver actionable insights to teams driving world-class medical device care and support through hundreds of agents around the globe at Lifescan, a global leader in blood glucose monitoring innovation and digital health technology that has a vision to create a world without limits for people with diabetes and related conditions.

Chris Vetrano
Head of Partner & Customer Engagement – Bikes, Scooters & Transit
Lyft

Why You Should Listen to Chris:
Chris leads customer experience for bike, scooter and transit riders at Lyft. Before leading Lyft’s multimodal support experiences, Chris stood up the social media support team for their rideshare business and was integral to the company’s global support expansion.

2:30 PM

Session to Session Travel Time

2:35 PM

Navigating Customer Experience 2023: A Frost & Sullivan Executive MindXchange

2:40 PM

CROWDSOURCE – The Best of the Best Customer Experiences

Collaborate to identify great brand interactions drawn from your personal experiences, dissect what made them great, and how that was achieved. It’s a veritable list of “what to do and how” compiled by the folks who know it best!

Andrew Ronfeldt, Head of Digital Operations, The Americas, Richemont

Hosted By:

Andrew Ronfeldt
Head of Digital Operations, The Americas
Richemont
Why You Should Listen to Andrew:
Andrew has over 15 years of experience in customer experience operations and design in The Americas, Europe and Asia-Pacific. His experience crosses several industries, including luxury retail, toys, banking & finance and telecommunications. He advises the University of Houston’s C.T. Bauer College of Business Customer Experience program and is a former board member of the Society of Consumer Affairs Professionals. He holds an MBA from the Australian Graduate School of Business at UNSW, a Lean Six Sigma Green Belt and once had a side hustle as a wedding photographer.

3:40 PM

Networking, Refreshment, and Exhibition Break

4:10 PM

SUCCESS STORY - Co-creation: Collaborating with Your Customers to Guide CX Design

Bonnie Speck, Global Director Customer Experience and Expert Product Owner, Schneider Electric

Abstract:
What would you estimate your rework cost is for poor design? On average, how many minimal viable products would you say you test when innovating a future product, offer, or service experience? Let’s explore the framework for radically looking at co-creating the future with customers and partners. This will include how to develop insights that matter and techniques to prioritize customer requirements that matter. If nothing else, you will pick up a few tips and tricks that will have your customers asking to innovate with you.

Key Take-Aways:

Actionable tools to digitize co-creation and influence mindset to drive a culture of collaborative decision making and innovation Introduction
Three best practices for recruiting techniques to get access to customers and non-customers
Ways to assess if you have an innovators mindset. You will answer the question, are you doing innovation or being innovative with customers?

Rockstar Insight:

Bonita Speck Bonnie Speck
Global Director Customer Experience and Expert Product Owner
Schneider Electric

Why You Should Listen to Bonnie:
Bonnie is an award-winning executive with a 30 year successful track record in building sustainable and innovative solutions for identifying business opportunities and designing experiences that deliver positive results. Renowned expert known for ability to conceptualize and successfully launch products, systems, and processes for sustained business growth. Recognized at Schneider Electric for completion of INSEAD Innovator’s Method in leading differently in shaping the future.

4:30 PM

Energizer

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

4:35 PM

CAPSTONE - Yes, Employee Experience is a Revenue Driver! Your CX is Only as Good as Your EX

David Weisman, Ph.D., CPXP, FPCC, Chief Experience Officer, NYC Health + Hospitals / Queens

Abstract:

Employees are an organization’s greatest asset. Investing in their health and wellness is integral to employee engagement and is imperative to a successful customer experience. The organization’s ability to mitigate employee stress and prevent burnout is instrumental in achieving this. Hear how creating an organizational culture of wellness will positively impact the organization, improve the employee experience, and ultimately increase customer satisfaction.

Key Take-Aways:

Insights on engagement, wellness and emotional support for employees
Framework to optimize wellness through effective communication, empathy and compassion
An understanding of stress indicators and burnout
Best practices to manage stress and minimize its negative impact
Fresh perspective on understanding the impacts of stress from multiple levels (the organization, leadership and colleagues and the individual)