Agenda Day 1

11:15 am - 11:45 am Exchange Registration & Welcome Brunch

11:45 am - 12:15 pm Speaker, Delegate & Solution Provider Orientation

12:15 pm - 12:30 pm Chairman’s Opening Remarks

12:30 pm - 12:45 pm Ice Breaker Activity

12:45 pm - 1:15 pm Opening Address: Experience vs. Service – What Memories Are We Creating?

1:15 pm - 1:45 pm Business Meetings

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm MasterClass: Inside the Matrix: Navigating the World of Marketing Technology and Automation

2:15 pm - 2:45 pm MasterClass: Better Data, Better Decisions: Improving the Way Businesses Compete and Operate



2:45 pm - 3:15 pm Networking Break

3:15 pm - 4:00 pm Ignite Challenge: Improving CX Through Personalized Interactions

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Interactive Fireside Chat: Ongoing Learning, Process Improvement as a Driver of Customer Experience

Dana Wilson - Vice President of Customer Experience Comcast Cable
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Dana Wilson

Vice President of Customer Experience
Comcast Cable

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Jeanne Bliss

President
CustomerBliss

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Alan Dubovsky

Chief Patient Experience Officer
Cedars-Sinai Medical Center

6:00 pm - 6:30 pm Cocktail Reception & Dinner