May 2019
The Radisson Blu Chicago, Chicago, IL

Exchange Day 2

7:45 am - 8:20 am Networking Breakfast

8:20 am - 8:30 am Chairperson’s Opening Remarks

8:30 am - 9:00 am Benchmarking Session - Leading Through a People-Centric Lens: Workforce Alignment Strategies, Processes and Systems

Melanie Penna - Senior Vice President of Customer Experience Workforce Alignment, Comcast Cable
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Melanie Penna

Senior Vice President of Customer Experience Workforce Alignment
Comcast Cable

9:00 am - 9:30 am Industry Insight - Turn Customer Experience Insights into Business Results



9:30 am - 10:00 am Business Meetings

10:00 am - 10:30 am Networking Break

Experience Design

10:30 am - 11:00 am Masterclass - Employ Data Visualization to Personalize and Improve the User Experience

10:30 am - 11:00 am Masterclass: Reimagine and Humanize your Brand through Storytelling

11:00 am - 11:30 am Business Meetings

11:30 am - 12:00 pm Business Meetings

12:00 pm - 12:15 pm Comfort Break

12:15 pm - 12:45 pm Masterclass - The role of AI And Machine Learning in Customer Experience

12:15 pm - 12:45 pm Masterclass - Predicting Opportunities with Social Media Analytics

12:45 pm - 2:30 pm Networking Lunch

Afternoon Tea Focused Group Discussion Time!

People & Culture

1:30 pm - 2:15 pm From the Ground Up: Building an Efficient Support Team

Digital Innovation

1:30 pm - 2:15 pm Accelerating Digital Growth with Insights, Innovations & Experiences

Data Analytics

1:30 pm - 2:15 pm Leveraging Data to Drive Growth and Product Innovation

Experience Design

1:30 pm - 2:15 pm Design Thinking to Align the Business to Solve Real Customer Problems

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:30 pm Comfort Break

Data Analytics

3:30 pm - 4:00 pm Project Analysis - Measuring Customer Health: Bringing Data Driven Insights and Human Insights Together

Digital Innovation

3:30 pm - 4:00 pm Project Analysis - The CX Fusion: Fromn Human to Digital

4:00 pm - 4:30 pm Industry Insight - From Frustration to Success: A New Era of Personalization for the Hyper-connected Customers

4:30 pm - 5:00 pm Networking Break

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Benchmarking Session - CX+ EX= The Recipe for an Engaging Brand

6:00 pm - 7:00 pm Cocktail Reception