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

Wednesday, October 9

8:30 a.m.

8:30 - 8:45 a.m. EST (15 mins) at Big 10 B&C Room

Daily Overview

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

8:45 a.m.

8:45 - 9:30 a.m. EST (45 mins) at Big 10 B&C Room

A Case Study In What It Takes To Lead A World-Class CX Program That Delivers Financial Results

Roxie Strohmenger
Customer Experience Leader

Keynote Speaker

9:30 a.m.

9:30 - 9:045 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.

B2B CX Case Study: Connecting Experience, Operational and Financial Data to Enable Better Business Decisions

Riccardo Porta
Global Director for CX,
DOW

Employee Experience: Going Beneath the Surface

Leslie Pagel
Founder& Chief Researcher ,
Purpose Project

Driving Customer Retention through Cross-Functional Collaboration

Parul Bhandari
Start Up Advisor and Fractional CX Leader,
CustomerXSuccess

Room 104AB

Room 105AB

Room 106

Lessons Learned from Building a Customer-Centric Culture in a Regulated Utility

Room 103AB

Chris Hilborn
Principal and Founder,
CJH Strategy & Planning Group

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 Harrison
Chief Orchestrator,
TribeCX

Sustaining Workshop Momentum: Motivate, Engage, Educate, and Celebrate Impact

Introducing The Customer Excellence Enterprise

Wayne Simmons
Global Customer Experience Management (CXM) Lead,
Pfizer

The Intersection of Employee and Customer Experience

Tamar Cohen
Founder,
HaloEffect

Experience Leaders Need to Evolve

Diane Magers
Founder and Chief Experience Officer,
Experience Catalysts

Jennifer Ashman
Principal,
CX Amplified LLC

Room 103AB

Room 104AB

Room 105AB

Room 106

12:00 p.m.

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

Lunch & Networking: Roundtables

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.

James Munoz
Senior Manager, People Enablement & Insights,
Elsevier

CX Belongs to Everyone: Holistic Approach to CX throughout the Manufacturing Organization

When AI Gets Too Cheeky: Cognitive Bias in Chatting with Bots

Steve Maas
Sr Consultant,
World Wide Technology

Simplifying Customer Communication for Immediate Clarity

Michelle Kaptur
CX Transformation Consultant,
Trustable CX Solutions

Are You Delivering on Your Brand Promise? Harnessing Customer Experience for Exceptional Branded Experiences

John Provencal
Manager of Transformation & Customer Experience,
Bluescope Coated Products North America

Room 103AB

Room 104AB

Room 105AB

Room 106

Laura Casey
Council member,
City of Novi, Michigan

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) at Big 10 B&C Room

Panel Discussion

Nick Glimsdahl
Senior Account Executive,
VDS

Blending AI with Human Agents: Creating a Harmonious Customer Service Experience

Facilitator

2:45 p.m.

2:45 - 3:45 p.m. EST (1 Hour) at Big 10 B&C Room

Strategic Action Plan Building Session

Mark Harrison
Chief Orchestrator,
TribeCX

Facilitator

3:45 p.m.

3:45 - 4:00 p.m. EST (15 mins) at Big 10 B&C Room

Conference Summary and Closing

Dr. Tom DeWitt
Director,
CXM@MSU

END OF 2nd DAY