EVENT DATE: Oct. 8 - 9, 2024 in East Lansing, MI
Detailed Agenda
Unlike most conferences, CXM 360 starts before you ever attend a session, and results in an action plan on how to address your organization’s customer experience management challenges. Each attendee will be asked to identify the primary customer experience management challenges their organization is facing prior to CXM 360, build a personal agenda at the conference designed to address those challenges, and partner with other conference participants in drafting an action plan to address their CXM challenges using key learning from conference sessions.
6 Primary Competencies Of Customer Experience Management
Each Session Presented During The CXM 360 Conference Will Be Categories Into
7:30 a.m.
7:30 - 8:30 a.m. EST (1 Hour) at Big 10 B&C Room
Breakfast & Networking
Tuesday, October 8
8:30 a.m.
8:30 - 9:30 a.m. EST (1 Hour) at Big 10 B&C Room
Conference Welcome
CXM@MSU Founder and Director Tom DeWitt will kick off the morning, opening CXM 360 with an inspirational look at how we got here and what amazing content and lively networking await.
Dr. Tom DeWitt
Director,
CXM@MSU
Tom DeVries
Founder & President,
Crucx
Keynote Speaker
9:30 a.m.
9:30 - 9:45 a.m. EST (15 mins)
Break & Networking
9:45 a.m.
9:45 - 10:30 a.m. EST (45 mins)
Breakout Sessions - Presentations
Dive into the opportunities and challenges of customer experience management (CXM) with our forward-thinking breakout sessions and have the chance to hear from expert speakers and find practical solutions to their toughest challenges. Spotlighting the latest tools and resources as well as industry best practices, CXM 360 is the place to be for learning about CXM's success.
Aaron Ahuvia
Czarnecki Endowed Collegiate Professor of Marketing,
University of Michigan-Dearborn
Bob Azman
CXO and Principal Consultant,
Innovative CX, LLC
Erin Stewart
Senior Director, Enterprise Sales,
Success KPI
Brigid Colver
Senior Manager - Customer Advocacy,
Delinea
Room 103AB
Room 104AB
Room 105AB
Room 106
10:30 a.m.
10:30 - 10:45 a.m. EST (15 mins)
Break & Networking
10:45 a.m.
10:45 - 12:00 p.m. EST (1 Hour 15 mins)
Breakout Sessions - Masterclasses
Dive into the opportunities and challenges of customer experience management (CXM) with our forward-thinking breakout sessions and have the chance to hear from expert speakers and find practical solutions to their toughest challenges. Spotlighting the latest tools and resources as well as industry best practices, CXM 360 is the place to be for learning about CXM's success.
Mark Slatin
CEO,
Empowered CX
Laura McGowan Fry
Manager, Customer Experience - XLAB Research,
General Motors
Mary Poppen
President and Chief Customer Officer, Employee Experience Division,
HRIZONS
Diane Magers
Founder and Chief Experience Officer,
Experience Catalysts
Jennifer Ashman
Principal,
CX Amplified LLC
Room 106
Room 103AB
Room 104AB
Room 105
12:00 p.m.
12:00 - 1:00 p.m. EST (1 Hour)
Lunch & Networking: Roundtables - Patty Soltis
1:00 p.m.
1:00 - 1:45 p.m. EST (45 mins)
Breakout Sessions - Presentations
Our hands-on sessions allow for greater audience interaction and application of CXM principles. Spotlighting the latest tools and resources as well as industry best practices, CXM 360 is the place to be for learning about CXM's success.
Nick Glimsdahl
Senior Account Executive,
VDS
Simone Silva
Founder & Principal Consultant,
Experience Tales Consulting
Kevin Budelmann
President,
Peopledesign
Eric Smuda
Chief Experience Officer,
Likewize.
Room 103AB
Room 104AB
Room 105AB
Room 106
1:45 p.m.
1:45 - 2:00 p.m. EST (15 mins)
Break & Networking
2:00 p.m.
2:00 - 2:45 p.m. EST (45 mins)
Breakout Sessions - Presentations
Dive into the opportunities and challenges of customer experience management (CXM) with our forward-thinking breakout sessions and have the chance to hear from expert speakers and find practical solutions to their toughest challenges. Spotlighting the latest tools and resources as well as industry best practices, CXM 360 is the place to be for learning about CXM's success.
Lou Carbone
Owner and Founder,
Experience Engineering
Sarah Hums
Sr. Director, Customer Experience Management,
Klaviyo
Raj Sivasubramanian
VP of Journey Mapping & CX Consulting,
QuestionPro
Sue Hamre-Smith
Dir. Customer Experience and Operations Planning,
Delta Airlines
Room 103AB
Room 104AB
Room 105AB
Room 106
2:45 p.m.
2:45 - 3:00 p.m. EST (15 mins)
Break & Networking
3:00 p.m.
3:00 - 4:15 p.m. EST (1 Hour 15 mins)
Breakout Sessions - Masterclasses
Dive into the opportunities and challenges of customer experience management (CXM) with our forward-thinking breakout sessions and have the chance to hear from expert speakers and find practical solutions to their toughest challenges. Spotlighting the latest tools and resources as well as industry best practices, CXM 360 is the place to be for learning about CXM's success.
Dr. Rachel Hitt
Medical Director of Patient Experience,
Tufts Medical Center
Patty Soltis
Senior Customer Experience Manager,
Upwork
Dr. Tom DeWitt
Director,
CXM@MSU
Room 103AB
Room 105AB
Room 104AB
Room 106
Ashleigh Ashbrook
Vice President of
Digital Service Experience
MSU Federal Credit Union
4:15 p.m.
4:15 - 4:30 p.m. EST (15 mins)
Break & Networking
4:30 p.m.
4:30 - 6:30 p.m. EST (2 Hours) at Big 10 A Room
Networking Reception & CXM Pong Tournament
Tom DeVries
Founder & President,
Crucx
