Agenda Day 2

7:30 am - 8:00 am Networking Breakfast

8:30 am - 8:45 am Chairman’s Opening Remarks

8:45 am - 9:15 am Opening Address: The Evolved CX Playbook - How to Design and Deliver Whole Experiences that Get Consumers’ Jobs Done

Geeta Wilson, Vice President, Consumer Experience - Enterprise Transformation,Humana

Geeta Wilson

Vice President, Consumer Experience - Enterprise Transformation

9:15 am - 9:45 am Case Study: Designing a Holistic Customer Experience in an Omni Channel Environment

Josh Ives, Vice President, Customer Experience,Samsung Electronics

Josh Ives

Vice President, Customer Experience
Samsung Electronics

9:45 am - 10:15 am Networking Break

10:15 am - 10:45 am MasterClass: CX Tech Enablers: Getting Started with AI

Sponsored by: TELUS International

10:15 am - 10:45 am MasterClass: How to Achieve ROI on Your CX Program Using Customer Journey Mapping

Sponsored by: CustomersFirst Now

10:45 am - 11:15 am Business Meetings

11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm Industry Insight: Improve Customer Care and Increase Your Bottom Line with AI

Sponsored by: IBM Watson

12:15 pm - 1:15 pm Networking Lunch

1:15 pm - 1:45 pm Case Study: Building the Foundation for Machine Learning and AI to Improve Customer Experience

Dutta Satadip, Global Head of Customer Operations,Pinterest

Dutta Satadip

Global Head of Customer Operations

1:15 pm - 1:45 pm Case Study:How Customer Centric Data Fuels Business Transformation

Chuck Berman, Vice President, Member Experience,AARP

Chuck Berman

Vice President, Member Experience

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:30 pm Interactive Roundtable Discussions

Sponsored by: Sykes

Sponsored by: Usabilla

3:30 pm - 4:00 pm Business Meetings

4:00 pm - 4:30 pm Networking Break

4:30 pm - 5:00 pm Case Study: Creating Customers for Life - Leveraging an Omnichannel Strategy for your CX

Ross Garretson, Vice President, Customer Experience,Hunter Douglas

Ross Garretson

Vice President, Customer Experience
Hunter Douglas

4:30 pm - 5:00 pm Case Study: Customer-Focused Innovation: Discovering and Delivering on “Brand Promise”

Tamar Cohen, VP Customer Experience Strategy,Zoetis

Tamar Cohen

VP Customer Experience Strategy

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Business Meetings

6:00 pm - 6:30 pm Closing Address: Brand Experience- Reframing Customer Experience for True Brand Growth

Tyler England, Head of Customer Insights & Experience,

Tyler England

Head of Customer Insights & Experience

6:30 pm - 7:00 pm Cocktail Reception