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

CXM Pong Tournament Leader

END OF 1st DAY