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
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
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
8:45 AM
WELCOME and HEADLINER – What is Winnable? Strategic Priorities for Transformative Customer Experiences
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
9:40 AM
EXECUTIVE INSIGHT – Where Technology is Playing in CX Innovation
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:
11:55 AM
Session to Session Travel Time
12:00 PM
SOLUTIONS WHEEL
12:40 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
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
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
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
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:
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
4:35 PM
CAPSTONE - Yes, Employee Experience is a Revenue Driver! Your CX is Only as Good as Your EX
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)
Headliner:
David Weisman, Ph.D., CPXP, FPCC
Chief Experience Officer
NYC Health + Hospitals / Queens
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.
5:15 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
Headliner:
Jermaine Edwards
Growth Advisor and Creator of the Customer Advantage
Why You Should Listen to Jermaine:
Jermaine is a multi-business owner, author, international speaker and advisor. With two decades of experience in sales and customer leadership managing departments as large as 400, Jermaine specializes in designing customer growth and loyalty strategies and systems that help businesses accelerate and sustain revenue and retention in any market. Having coached thousands of customer calls and delivered growth projects in 22 countries and 29 industries. He is invited by companies like Dell, GE and London Business School to help leaders build customer programmes that work at scale. As a dad of 6 and former foster parent, he’s also passionate about creating education and economic opportunities for vulnerable children. Through his Customer Advantage Solutions he is on a mission to help rescue, educate and provide long term care to 15 million children.
9:40 AM
Energizer
9:45 AM
Session to Session Travel Time
9:50 AM
CONCURRENT COLLABORATION ZONES – Roundtables
Choose one of the following zones:
11:00 AM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
11:40 AM
The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
The Fix on Building a Culture Founded on Customer Success
Hosted By:
Vanessa Neurohr
Vice President of Customer Success
Muck Rack
Why You Should Listen to Vanessa:
Vanessa joined MuckRack in 2016 as a Customer Success Strategist and currently serves as the Vice President of Customer Success. In this role, she works to change the way professionals’ approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.
The Fix on Collaborating on Product Conception and User-Centered Design
Hosted By:
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.
The Fix on Structuring Teams to Deliver Transformational Change
Hosted By:
Earl Morris
Vice President, Customer Solutions
Travelers
Why You Should Listen to Earl:
Earl is an accomplished customer solutions and digital transformation strategist with 15yrs+ experience developing strategies and teams who drive customer-centric business initiatives from ideation, to measurable, revenue improving business outcomes for Fortune 500 and Global 1000 organizations.
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
Bill Dixon, Associate Vice President, Head of Digital Transformation and User Experience, Jackson
Abstract:
Making health care personal for every patient and care giver across a large academic health system can be a challenging goal. This case study will share the transformation journey at Vanderbilt Health to make health care personal, along with its biggest successes, pain points, and lessons learned along the way.
Key Take-Aways:
- The steps taken to improve the patient experience
- Tactics to use for culture building
- Insight on how this type of transformation can be applied to other industries
Rockstar Insights:
Brian Carlson
Vice President, Patient Experience
Vanderbilt University Medical Center
Why You Should Listen to Brian:
Brian has over 20 years in healthcare operations starting out in group practice management. He regularly speaks nationally about patient experience, culture, and operations and strives to make health care personal and believes that it starts with the workforce to drive change and deliver outcomes.
Bill Dixon
Associate Vice President, Head of Digital Transformation and User Experience
Jackson
Why You Should Listen to Bill:
Bio is forthcoming.
1:45 PM
INSIGHTS AND IDEAS ROUNDUP - The Great Take-Away: Implementing the Best, Brightest, and Boldest Ideas from the Program
Waseem Kawaf, Global Vice President of Digital Experience, STANLEY Security
Patrick Mackay, Manager, Global CRM & CX Analytics, LifeScan
Earl Morris, Vice President, Customer Solutions, Travelers
Abstract:
Participants at each Customer Experience 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.
Panelists Include:
Waseem Kawaf
Global Vice President of Digital Experience
STANLEY Security
Why You Should Listen to Waseem:
Bio is forthcoming.
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.
Earl Morris
Vice President, Customer Solutions
Travelers
Why You Should Listen to Earl:
Earl is an accomplished customer solutions and digital transformation strategist with 15yrs+ experience developing strategies and teams who drive customer-centric business initiatives from ideation, to measurable, revenue improving business outcomes for Fortune 500 and Global 1000 organizations.
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