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 from a previous event and will be updated as information becomes available.


SUNDAY, JUNE 25, 2023 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Sunday to participate in Monday’s Networking Activity

MONDAY, JUNE 26, 2023 | 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, JUNE 27, 2023 | 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

9:30 AM

Navigating the 4th 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?

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.
What is Your CX Maturity? Metrics, Technology, and Human/Digital Interactions
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:
 Arise

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

Zone 2.
Creating a Strategy for Predictive and Proactive Customer Personalization

2:35 PM

Session to Session Travel Time

2:40 PM

EXECUTIVE BRAINSTORM – Cascading the Omnichannel Brand Experience Across Your Organization

3:25 PM

Networking, Refreshment, and Exhibition Break

3:55 PM

CASE HISTORY - Integrating Design Thinking in Your Long–Term Customer Experience Strategy

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

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, JUNE 28, 2023 | 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

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

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

The Fix on Establishing Cross Enterprise Metrics of CX ROI

The Fix on Your Tech Toolkit

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:
 Genesys

1:15 PM

MOVER AND SHAKER INTERVIEWS – Transformational Stories from Customer Experience Superstars

1:55 PM

INSIGHTS AND IDEAS ROUNDUP - The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

2:15 PM

Content for the 4th Annual Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange Concludes

2:30 PM

Check-In for Customer Experience Tour

5:00 PM

Customer Experience Tour Concludes and Shuttle Departs for the Hilton Minneapolis

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