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

Wednesday, October 9

9:00 a.m.

9:00 - 9:15 a.m. EST (15 mins)

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

9:15 a.m.

9:15 - 9:45 a.m. EST (30 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.

Mark Slatin
CEO,
EmpoweredCX

4 Keys to Getting Executive Buy-In

Innovate to Elevate!

Francis Goh
CEO,
CXI Global

Understanding the Employee is the Key to an Extraordinary CX

Johannes Robier
CEO,
Youspi Consulting GmbH

Leadership Lessons in Listening

Leslie Pagel
Chief Evangelist,
Authenticx

Marisa Schwartz
Senior Medical Director of Patient Experience,
St. Luke’s University Health Network

9:45 a.m.

9:45 - 10:00 a.m. EST (15 mins)

Break & Networking

10:00 a.m.

10:00 - 10:30 a.m. EST (30 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.

Karen T. Lin
Lead Designer & Experience Strategist,
Confidential Fortune 100 Bank

The Ethos & Ethics of UX and How to #StopUXErasure

Surprisingly Easy: Using AI to Help Organizations Close the Loop

Carlos Lopez-Mora
Customer Experience Design and Execution Strategist,
UPS

Maximizing Business Growth Through CX

Susan Estabana
Senior Customer Experience Program Manager,
Hewlett Packard Enterprise

Content Is the Substance of Your Customer’s Experience

Jeff Greer
Principal Consultant,
Core Content Group

10:30 a.m.

10:30 - 10:45 a.m. EST (15 mins)

Break & Networking

10:45 a.m.

10:45 - 11:30 a.m. EST (45 mins)

Breakout- Hands-On Sessions

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.

Nicholas Zeisler
Professor of Practice,
Michigan State University

Panel Discussion - Do Something...CX Isn't CX Without Action!

Applications of Systems Thinking in CX Management

Karl Sharicz
Principal & Owner,
HorizonCX

Leveraging your Customer Intelligence – Pulling It All Together

Valerie Peck
Managing Director,
QuestionPro

Delivering Value From Your CX Implementation

Mark Harrison
Chief Orchestrator,
TribeCX

Rick Denton
Managing Principal,
Execution For Customer Experience

Ali Cudby
Founder and CEO,
Alignmint Growth Strategies

11:30 a.m.

11:30 - 11:45 a.m. EST (15 mins)

Break & Networking

11:45 a.m.

11:45 - 12:15 p.m. EST (30 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.

Ari Zelmanow
Managing Director,
Customer Forensics

Using Customer Forensics™ to help capture and keep more customers and win more deals

The Power of a SWOT Analysis Workshop

Darren Hood
UX Leader,
Kaizen UX Consulting & Education

Meaningfully Incorporating AI Into the Customer Experience

Greg Kihlström
Principal,
The Agile Brand

Giving Customers a Voice in a World Full of Numbers

Alex Genov
Head of Customer Research and Marketing Insights,
Zappos

12:15 p.m.

12:15 - 12:30 a.m. EST (15 mins)

Break & Networking

12:30 p.m.

12:30 - 1:00 p.m. EST (30 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.

Hamdi Al-Amawi
Principal Consultant-Customer Experience,
METHOD Corp.

How to Achieve Leadership Buy-In to Invest in CX

No Surveys? No Way?

Lesley Tighe
Senior Client Success Manager,
Medallia

The Consumer Lifecycle and Financial Implications

Keith Ferguson
Associate Lecturer,
Michigan State University

Going to XI: Experience Integration and Systems Thinking for Better CX

Gary David, Ph.D
Professor of Sociology and Experience Design,
Bentley University

Matilda Vevera
PhD candidate,
Florida State University

Valentina Ubal
PhD Candidate,
Florida State University