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

Thursday, November 2

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.

8:30 a.m.

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

Daily Overview and Keynote

CXM@MSU Founder and Director Tom DeWitt will highlight key activities and sessions for the day before introducing our keynoter, Sandra Thompson, noted empathy expert and founder of Ei Evolution. Sandra will travel all the way from the UK to lead an interactive session designed to help participants understand their emotional intelligence and the role it can play in relationships with employees and customers. Sandra will also facilitate a hands-on session during a breakout session on how to turn our understanding of emotional intelligence into organizational strategies for managing relationships with customers and employees.

Dr. Tom DeWitt

10:45 a.m.

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

Breakouts and Masterclasses

Day 2’s 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.

1:00 p.m.

1:00 p.m. - 1:45 p.m EST ( 45 mins )

1:45 p.m.

1:45 p.m. - 2:45 p.m EST ( 1 hr )

Strategic Action Plan Building Session

Drawing on key learnings from day one and two, individuals and teams will work on the development of an action plan to address customer experience management challenges that participants brought to the conference. Led by Mark Harrison, the Chair and CEO of TribeCX, this promises to be a very engaging and productive session.

2:45 p.m.

2:45 p.m. - 3:00 p.m EST ( 15 mins )

Closing Remarks

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.

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

Breakfast and Networking

9:30 a.m.

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

Break and Networking

10:30 a.m.

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

Break and Networking

12:00 p.m.

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

Lunch and Networking

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 sharing key learnings from the morning’s sessions.