EVENT DATES: Nov. 1 - 2, 2023 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

Wednesday, November 1

7:30 a.m.

7:30 a.m. - 4 p.m. EST (8 hrs 30 mins)

Registration Opens

Secure your spot for CXM 360 and experience the future of CXM in East Lansing, Michigan. From November 1-2, join some of the industry’s most influential figures as they share best practices and discuss the complex challenges they’re facing in the field. With exclusive networking opportunities and an amazing reception, you won't want to miss out.

8:30 a.m.

8:30 a.m. - 9:30 a.m. EST (1 hr)

Welcome and Keynote

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 awaits in the two days ahead. During our keynote, join us in hearing about CVS Health’s journey in activating the entire organization to create more personalized and meaningful interactions from its customers from CVS Health VP of Enterprise Customer Experience, Srikant Narasimhan.

Dr. Tom DeWitt
Director, CXM@MSU

10:45 a.m.

10:45 a.m. - 12:00 p.m EST ( 1 hr 15 mins)

Breakouts and Masterclasses

Our CXM 360 masterclass breakouts are designed to elevate your customer experience and give your organization the edge to thrive in the ever-evolving landscape. Hear from experts in the CXM space and obtain the skills and know-how to conquer any challenge. From hands-on exercises to collaborative and interactive discussions, these sessions are designed to give you the insight and expertise to stay ahead of the game.

Join peers for an interactive lunch experience in the main ballroom. It will provide an opportunity for participants to get to know one another across organizations and grow their personal network while enjoying a facilitated discussion around a common customer experience management topic.

1:00 p.m.

1:00 p.m. - 2:15 p.m EST ( 1 hr 15 mins )

Breakouts and Masterclasses

The second round of CXM 360 masterclass breakouts is designed to elevate your customer experience and give your organization the edge to thrive in the ever-evolving landscape. Hear from experts in the CXM space and obtain the skills and know-how to conquer any challenge. From hands-on exercises to collaborative and interactive discussions, these sessions are designed to give you the insight and expertise to stay ahead of the game.

2:30 p.m.

2:30 p.m. - 3:30 p.m EST ( 1 hr )

3:30 p.m.

3:30 p.m. - 4:30 p.m EST ( 30 mins )

Key Learning Summary

Working individually and in teams, we’ll gather key learnings made throughout the day and discuss how they are helping individuals and organizations address their customer experience management challenges. Led by Mark Harrison, the Chair and CEO of TribeCX, this session will match key learning outcomes for the day with the customer experience management challenges that participants brought with them to the conference.

5:00 p.m.

5:00 p.m. - 7:00 p.m EST ( 2 hrs )

CXM 360 Career and Networking Reception

Hosted in the Minskoff Pavilion, the home of the Broad College of Business, and featuring organizations wishing to highlight their customer experience management function and roles, the CXM 360 Career and Networking Reception is not just an opportunity to network with other conference participants, but also to learn about the full breadth of career opportunities that the CX industry holds.

9:45 a.m.

9:45 a.m. - 10:30 a.m EST ( 45 mins)

Breakouts and Presentations

At CXM 360, attendees will take a deep dive into the opportunities and challenges of customer experience management (CXM) with our forward-thinking breakout sessions and presentations. Organized according to the key competencies of CXM, attendees will 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.

7:30 a.m.

Breakfast and Networking

7:30 a.m. - 8:30 a.m. EST (1 hr)

9:30 a.m.

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

Break & Networking

10:30 a.m.

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

Break & Networking

12:00 p.m.

12:00 p.m. - 1:00 p.m. EST (1 hr)

Lunch & Networking - Roundtable Discussions

2:15 p.m.

2:15 p.m. - 2:30 p.m. EST (15 mins)

Break & Networking

END OF DAY 1