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: From Complex Labyrinthine to Customer Centricity- Now is the Time

Todd Baxter, Chief Customer Officer, Experian North America

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Todd Baxter

Chief Customer Officer
Experian North America

1:15 PM - 1:45 PM Business Meetings

1:45 PM - 2:15 PM Business Meetings

2:15 PM - 2:45 PM MasterClass: Topic Being Discussed


Sponsored by: FCB / SIX

2:15 PM - 2:45 PM BrainWeave: Establishing a Core Customer Experience Metric Across the Organization to Turn it into Business ROI

2:45 PM - 3:15 PM Networking Break

3:15 PM - 3:45 PM Case Study:The Iterative Cycle of Refining and Enhancing the Customer Experience

Chuck Berman, Vice President, Member Experience, AARP

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Chuck Berman

Vice President, Member Experience
AARP

3:45 PM - 4:30 PM Ignite Challenge: Reduce Customer Effort: Improving CX Through Personalized Interactions


Sponsored by: VHT

Sponsored by: AllSight

Sponsored by: ISG

4:30 PM - 5:00 PM Business Meetings

5:00 PM - 5:30 PM Business Meetings

5:30 PM - 6:00 PM NEW! Human Duct Tape Show Live On-Stage With Jeanne Bliss

Jeanne Bliss, President, CustomerBliss

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Jeanne Bliss

President
CustomerBliss

6:00 PM - 7:00 PM Cocktail Reception & Dinner