July 29 - 31, 2018
Chicago, IL

Agenda Day 1

11:00 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 Chairperson's Opening Remarks

12:30 pm - 12:45 pm Ice Breaker Activity

12:45 pm - 1:15 pm OPENING ADDRESS: Integrating Digital and Physical Channels for Holistic Experience Delivery

In so many cases, digital experience design and physical experience design occur in completely separate organizational silos. But for holistic customer experience, these walls must come down. 

1:15 pm - 1:45 pm Business Meetings

1:45 pm - 2:15 pm Business Meetings

MASTER CLASS

2:15 pm - 2:45 pm Delivering Omni-Channel Experiences for Customer Delight
Are you meeting your customer where they want at every touch point along the customer journey? 

This Master Class dives into how to analyse experience delivery methods and the tools needed for a true omni-channel approach. 

BRAINWEAVE

2:15 pm - 2:45 pm Are You Listening to your Customers? Exploring VoC and Social Listening Tools

If you are only hearing from your customers via surveys, you are far from a 360-degree view. 

This BrainWeave identifies important and underutilized channels for gathering customer feedback outside of the traditional

2:45 pm - 3:15 pm Networking Break

3:15 pm - 3:45 pm CASE STUDY: Does Your Brand Resonate? The Journey of AT&T's Brand Experience Design

Neal Berg, Associate VP, UX Innovation & Brand Experience,AT&T
Does your brand align with who you are as a company today? 

Neal Berg introduced the concept of brand experience at AT&T. As AT&T expanded from a telecommunications company to a telecom, media and technology organization, Neal recognized the need for a simultaneous transformation of the brand. Hear Neal’s story as he reimagined AT&T’s mindset through Design Thinking, established brand experience principles, and built the foundations for the new AT&T brand to flourish.
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Neal Berg

Associate VP, UX Innovation & Brand Experience
AT&T

3:45 pm - 4:30 pm FIRESIDE CHAT: Pathfinding Experience: SLACK Incorporated's First-Ever Chief Experience Officer

Andrea Gaymon, Chief Experience Officer,SLACK Incorporated Michael DeJager, Principal Analyst & Divisional Director,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 Principal Analyst, Michael DeJager, 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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Michael DeJager

Principal Analyst & Divisional Director
Customer Management Practice

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm CASE STUDY: Traditional + Digital Channels: How to Build a Digital Customer Service Program

Mouyyad Abdulhadi, Director Consumer Practices, Digital,Santander Consumer USA
Without the necessary time and resources for a true omni-channel strategy, Digital CX will fall flat. It is absolutely critical to understand the digital customer.

Beginning his career at Santander with social media customer service, Mouyyad’s role has expanded to holistic strategy and implementation of their digital consumer practices. In this case study, Mouyyad’s speaks of his journey at Santander and his seven step approach to building a successful digital CX program.
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Mouyyad Abdulhadi

Director Consumer Practices, Digital
Santander Consumer USA

6:00 pm - 6:00 pm Cocktail Reception