NORTH AMERICA'S PREMIER INVITATION-ONLY COMMUNITY MEETING FOR SENIOR CUSTOMER EXPERIENCE LEADERS
February 25 - 26, 2025
| Fort Lauderdale, Florida, USA
Agenda Day Two
8:00 am - 8:30 am
REGISTRATION & COFFEE
8:30 am - 8:40 am
OPENING REMARKS FROM THE CHAIRPERSON
Sean Albertson -
Founder & CEO,
CX4ROCKS
8:40 am - 9:10 am
OPENING KEYNOTE INTERVIEW – TAKING A SET AT THE TABLE; ENSURING CX IS A CORE CONSIDERATION WHEN PLANNING BUSINESS STRATEGY
Shelly Chandler -
Senior Vice President - Merchant Services and Insights,
Wells Fargo
Sean Albertson - Founder & CEO, CX4ROCKS
Anyone attending the CX US Exchange will know and understand the value of customer experience as part of a wider business strategy. It has an impact on potential business growth and client retention, and ignoring customer experience requirements can have a disastrous impact on areas such as product launches or market expansion plans.
However, whilst this is long understood, and ample evidence exists to prove the value of CX, there are still instances of it not being given the strategic importance it deserves. In this key one-on-one interview, Shelly Chandler – a leader in this field – will offer the benefit of her experience, and discuss:
- What is the skillset needed to ensure CX leaders are part of the broader strategic decision-making process?
- How can you build and maintain the right kind of internal relationships to ensure your voice is listened to?
- Moving to metrics – demonstrating the value of CX in a way the business understands
9:10 am - 9:40 am
Vendor Presentation: Reinventing Total Quality Management for the Customer Era
Vasu Prathipati -
CEO,
MaestroQA
Total Quality Management was invented in the Manufacturing Era. We now live in the customer era - learn how we should rebuild the playbook for the Customer era.
- What is the difference between the Manufacturing Era vs. Customer Era
- How to re-think Six Sigma and TQM
- How to think about Quality Management beyond the Contact Center
9:45 am - 10:15 am
EXPERT THINK TANK: OVERCOMING SILOED EXPERIENCE GROUPS – THE IMPORTANCE OF A UNITED FRONT BETWEEN UX AND CX FOR BUSINESS GROWTH
UX and CX are often seen as 2 sides of the same coin. Ensuring products or services are designed with user experience in mind is a key point to delivering great CX overall, and an emphasis on CX naturally means user experience is also considered critical for the organization.
Whilst the above statement is self-evident, in practice, this is not always the case. Organizations often exist with a siloed architecture, technology investment and use can come from very different groups, and the practices of CX and UX, whilst being so closely related, can often exist in isolation from each other.
Within this discussion-led think-tank, Jen Blatz, Principal UX researcher at BECU and Co-founder of the UX Research and Strategy Group, will lead a conversation which will focus on the following critical questions:
- What are the typical challenges in aligning CX and UX strategies / activities? How can these be overcome?
- Where should a united UX and CX front sit in overall business strategy – when should they be engaged on issues such as product launches, customer approach, marketing strategies etc? And how can you actually make this the case in practice?
- How to ensure your organization knows the value of CX and UX being closely aligned – as well as being able to tell the difference between them
10:20 am - 10:50 am
1:1 BUSINESS MEETINGS
9:45 am - 10:15 am
1:1 BUSINESS MEETINGS
10:20 am - 10:50 am
1:1 BUSINESS MEETINGS
10:55 am - 11:20 am
KEYNOTE PRESENTATION – DESIGNING A LONG-TERM STRATEGY TO FUTURE-PROOF CX
Gone are the days when CX was considered a ‘tick-box’ exercise. In today’s dynamic market, customer behavior is constantly evolving, driven by a range of factors including increased digital fragmentation, heightened expectations, and the rapid pace of technological innovation. As a result, organizations face the temptation to chase quick wins and adopt short-term tactics that may deliver immediate gains but lack sustainability.
Unfortunately, there is no silver bullet that guarantees success in CX. Organizations must recognize the importance of committing to a long-term strategy that aligns with their core values and business objectives. This involves a fundamental shift from reactivity – where organizations are constantly responding to market changes – to proactivity – where organizations can anticipate customer needs and foster long-lasting customer engagement and satisfaction.
This session will explore the steps you can take to create a sustainable CX strategy:
- Designing a multi-faceted roadmap for the short, medium and long-term in line with your organizations’ priorities
- Adapting your organizations’ approaches from reactive to proactive
- Promoting cross-functional collaboration across your organization to align key objectives
- Balancing expectations of both todays' and tomorrow’s consumers
11:20 am - 11:50 am
KEYNOTE FIRESIDE CHAT – PROVING PROFITABILITY: GAINING EXECUTIVE BUY-IN FOR CX INVESTMENT
Derek Petrie -
VP, Customer Experience & Engagement,
American Express Global Business Travel
Courtney Warford - Global Director, Customer Experience, AGCO
Demonstrating the value of CX to internal stakeholders has never been an easy feat; it can take time to show the impact of your CX initiatives. There’s still a way to go towards a universal adoption of a CX centric culture but there’s certainly some steps you can take to promote CX investment. This session will explore:
- How to focus on the appropriate metrics to be able to effectively demonstrate ROI
- The benefits of linking CX to time as well as money to highlight urgency behind initiatives
- Promoting open conversations between executive stakeholders and CX leaders to gain CX loyalty
- Advocating for CX across all functions of your organization and illustrating individual responsibility
11:55 am - 12:25 pm
COFFEE & NETWORKING
11:55 am - 12:25 pm
1:1 BUSINESS MEETINGS
12:25 pm - 1:10 pm
NETWORKING LUNCH BREAK
1:10 pm - 1:40 pm
EXPERT THINK TANK – BRINGING SERVICE DESIGN INTO YOUR CX STRATEGY
Marco Leon -
Head of Design - Wealth Management,
U.S. Bank
Service design is a strategic and holistic approach to create seamless end-to-end service for customers, incorporating both UX and CX.
In mapping out the relationship between different service components such as the people involved and both physical and digital touchpoints, you are able to enhance Customer Experience. This session will explore:
- How linking Service Design with your CX strategy will promote a CX centric attitude within your organization
- Designing a roadmap to not only focus on the outcome but also the journey
- Promoting a human centric approach through considering service design and CX synonymous
1:45 pm - 2:15 pm
Coffee Break
1:10 pm - 1:40 pm
1:1 BUSINESS MEETINGS
1:45 pm - 2:15 pm
1:1 BUSINESS MEETINGS
2:20 pm - 2:50 pm
PRESENTATION – INVESTING IN YOUR CUSTOMER SERVICE TEAM
Your customer service team is the first line of interaction between your company and customers so it’s important to invest in your team as your brand representatives. Failing to invest time and money into hiring, training and retaining customer service members can cause huge detriment to your organization’s reputation. This session will explore:
- Automating admin-heavy tasks to free up time and resources to create more personalized experiences where it matters
- Empowering your team through confidence and process approaches to encourage them to think outside the box while representing your brand’s core values
- Taking the time to train your customer service team to ensure service is consistent across your organization and an accurate representation of your brand’s core values
- Creating opportunities to provide feedback to ensure better employee experience which will improve retention rates
2:50 pm - 3:30 pm
KEYNOTE PANEL DISCUSSION – DEMOCRATIZING CX: DRIVING A CX CENTRIC CULTURE THROUGHOUT YOUR ORGANIZATION
Bradly Sax -
Vice President Customer Strategy & Experience,
Lendlease
Amy Saunders - Former SVP Customer Experience and Engagement, Novartis
Michael Fulvio - Customer Experience Director, Snipes
Matt Egol - Podcast Host and Best Selling Author - The CX and Culture Connection, .
Michael Mangione - Global Head - Digital Experience Transformation, WL Gore
CX shouldn’t be the responsibility of a single person or department. Good customer experience isn’t just the product of customer-facing touchpoints but instead an organization-wide effort. It goes beyond just Experience, Sales or Marketing teams and relies on cross-collaboration across the entire organization.
By breaking down silos and fostering collaboration, you can ensure consistent and successful customer experience across all touchpoints. Reminding everyone of the common goal can keep everyone on the same page.
This session will explore how cross-functional projects, sharing customer feedback across the organization and CX training to show individual responsibility can promote a CX centric culture.
3:30 pm - 3:55 pm
CLOSING KEYNOTE PRESENTATION – THE AGE OF INNOVATION: SPEED TO INNOVATE VS IMPLEMENTATION
Shilpa Mudiganti -
Senior Director, CX Systems & Insights,
Comcast Advertising
With an exponential increase in the speed to innovate comes the need to weigh up the cause for implementation. In an age of innovation, it’s never been more important to prioritize your organization’s core values and objectives in the midst of a tools and technology crossfire. Navigating how to keep up with the constantly evolving customer demand, as well as growing market competition, can run the risk of knee-jerk technology implementation without proper consideration. This session will explore:
- Integrating your current tools and technologies with new options to get the most out of your technology investments
- How to create a long-term roadmap for technology implementation
- Prioritizing what technologies are right for your business
