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
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
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.
Riccardo Porta
Global Director for CX,
DOW
Leslie Pagel
Founder& Chief Researcher ,
Purpose Project
Parul Bhandari
Start Up Advisor and Fractional CX Leader,
CustomerXSuccess
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 Harrison
Chief Orchestrator,
TribeCX
Patty Soltis
Senior Customer Experience Manager,
Upwork
Tamar Cohen
Founder,
HaloEffect
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
Steve Maas
Sr Consultant,
World Wide Technology
Michelle Kaptur
CX Transformation Consultant,
Trustable CX Solutions
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
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
