Live Chat Software
July 29 - 31, 2018
Illinois, United States

Agenda Day 1

11:30 am - 12:30 pm Exchange Registration & Welcome Brunch

12:30 pm - 1:00 pm Speaker, Delegate & Solution Provider Orientation

1:00 pm - 1:15 pm Chairperson's Opening Remarks

1:15 pm - 1:30 pm Ice Breaker Activity

1:30 pm - 2:00 pm Co-operative Keynote: Experience + Engagement: The Keys to Relevance and Longevity in the 21st Century

Craig Langlois - Chief Experience Officer, Berkshire Museum
Nina Garlington - Chief Engagement Officer, Berkshire Museum
How does a museum with a 100-year history maintain relevance and longevity?  The answer lies in a dual focus on experience and engagement.  As part of the Berkshire Museum’s New Vision, experience and engagement officers were appointed to lead the museum forward, transforming a multidisciplinary approach to an interdisciplinary model.  Craig Langlois, Chief Experience Officer, and Nina Garlington, Chief Engagement Officer, tell their story of collaborative transformation across all physical and digital touch points.
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Craig Langlois

Chief Experience Officer
Berkshire Museum

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Nina Garlington

Chief Engagement Officer
Berkshire Museum

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

3:00 pm - 3:30 pm Networking Break

3:30 pm - 4:00 pm Fireside Chat: Traditional + Digital Channels: How to Build a Digital Customer Service Program

Andrea Gaymon - Chief Experience Officer, SLACK Incorporated
Max Ribitzky - Head of Commercial Research, Customer Management Practice
Andrea Gaymon has been with SLACK for 20 years, holding positions in everything from content creation and regulatory affairs to special projects and user engagement.  Given her extensive experience across the organization, she was approached to path-find a new C-level role in the organization:  Chief Experience Officer.  In this fireside chat, CMP Head of Commercial Research, Max Ribitzky, chats with Andrea about her journey in her first 10-months as CXO, including:
  • How SLACK recognized the need for a CXO
  • Building and executing digital transformation strategy
  • Prioritizing user engagement and feedback across silos
  • Being the glue that ties cross-functional experience together
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Andrea Gaymon

Chief Experience Officer
SLACK Incorporated

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Max Ribitzky

Head of Commercial Research
Customer Management Practice

4:00 pm - 4:30 pm Industry Insight: Surprise and delight today’s consumer with Messaging

Joe Gagnon - CEO, Sparkcentral
Why do we remember certain experiences and forget others? It is that moment of surprise and delight…the moment of truth...that moment when you get exceptional service.

For decades companies have been striving to create that magical moment when consumer expectations are not only met, but exceeded.  There is still a long way to go to consistently meet the expectations of today's ever-evolving consumer but messaging stands to change this.  In this keynote session, we will discuss how messaging has become a practical way to consistently leverage and expand all of the resources in a company and allow for humans and technology to collaborate and co-exist so that we can deliver an optimal customer service experience at the right moment, every time.


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Joe Gagnon

CEO
Sparkcentral

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Closing Address: Institutionalizing Experience Design as a Core Competency: How AARP Builds, Implements and Iterates Experiences

Celika Caldwell - Vice President, Experience Design, AARP
AARP invests heavily in their experience group, broken down into four unique and focused teams:  VOC, Strategy, Design, and Implementation. Celika Caldwell, leader of the AARP Experience Design team, provides insight into the organization’s well-oiled experience workflow, walking you through their current “One Box” experience initiative and how it evolved through the iterative AARP experience framework.
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Celika Caldwell

Vice President, Experience Design
AARP

6:00 pm - 6:30 pm Reception and Dinner