Program
10:30-10:45 am
Welcome
Tom DeWitt, Director - CXM@MSU
Co-Creating Your CX Playbook - A LIVE Interactive Session
Chantel Botha, CEO - BrandLove Customer Experience
Please note: All times are Eastern Daylight Time. Click on session titles to view presentation descriptions and presenter profiles.
10:45-11:00 am
CXM Competency Breakouts
Offering a comprehensive view of the industry and its practices, CXM 360 is organized according to six competencies of customer experience management, with each color-coded below. We ask participants to join the one competency they're most passionate about to meet their counterparts to discuss what they hope to take away from today's program.
THE CUSTOMER-CENTRIC ORGANIZATION
UNDERSTANDING THE CUSTOMER & EMPLOYEE
EXPERIENCE DESIGN & INNOVATION
DATA ANALYTICS & CONTINUOUS IMPROVEMENT
DIVERSITY, EQUITY & INCLUSION
EMPLOYEE EXPERIENCE AND ENGAGEMENT
11:00-11:15 am
Breakout Session #2
Choose one of the following sessions to attend, where you'll watch a 20 minute presentation, followed by a live Q & A.
11:15-11:45 am
Paving the Way to Customer-Centric Innovation
Judith Van Herwaarden - Heidelberg Cement
Customer Progress Design - Strategy Design for Realizing the Desire for Progress
Eckhart Boehme - Unipro Solutions
Nissan@Home
Dan Mohnke - Nissan Motors Corporation
Igniting a High-Performance Culture Through a Remarkable Employee Journey
Ogone K. Madisa-Kgwarae - Botswana Fibre Networks
Coffee Break
Grab a cup of coffee or your favorite drink and visit one of our topic groups to network with similarly minded individuals.
11:45-12:00 pm
Breakout Session #1
Choose one of the following sessions to attend, where you'll watch a 30 minute presentation, followed by a live Q & A.
Making CX a Part of the Job for All Employees
Bob Crawford - Blue Cross Blue Shield of Michigan
Delivering Exceptional Patient & Employee Experiences Using Omnichannel Insights
Bradley Kruger - Advocate Aurora Health
Member Journey Maps - Driving Stakeholder Action Using Financial Impact Analysis
Traci Konzer and Taylor Malcolm - Hagerty
Reinventing a Utility with the Power of Design
Tobin Williams - Consumers Energy
The CX Journey Across Continents
Caroline Goes - Reed Expositions
12:00-12:30 pm
Lunch/Dinner Liven It Up Activities
Grab your favorite food and jump into one of 5 mini-workshops that are designed to help reinvigorate you for the rest of the program.
12:30-1:00 pm
Breakout Session #3
Choose one of the following sessions to attend, where you'll watch a 20 minute presentation, followed by a live Q & A.
1:00-1:30 pm
Experience Led Change - Engaging Everyone
Diane Magers - Experience Analytics
The Customer-Centric Organization
Wendy Dempsey - Ally Financial
Flexing Your Enterprise Data Muscle to Serve the Customer
Steven Carleton - Premera Blue Cross
Coffee Break
Grab a cup of coffee or your favorite drink and visit one of our topic groups to network with similarly minded individuals.
1:30-1:45 pm
Business Results = Happy Employees + Happy Customers
Mary Poppen - Glint by LinkedIn
Making a CX Function Work
Joshua Rossman - Oracle
Panel Discussion: DEI - We're More Than Just Checking the Box
Moderator: Enza Sleva; Panelists: Stephanie Kinsey - Dixa, Bill Barcelona - Seco Tools, Prabs Chandrasekaran - Blue Cross Blue Shield of Michigan
Panel Discussion: Determining KPIs that Drive ROCXI - Return on CX Investment
Stephen Grygar - Greyhound Lines, Jeff Schwendinger - Experience Engineering, Jean-Francois Damais - Ipsos
How to Ignite a Love For Your Brand In Your Employees
Chantel Botha - BrandLove Customer Experience
Leading Experience Design When Nobody Asked You For Help
Matt Inman - Johnson Controls
Ask Less, Listen More - Deep Listening to Drive Customer-Centric Decisions
Carol Campbell - Delta Air Lines
Experience is the New Product - Designing Disruption
Paul Long - UnitedHealth Group
Viewing CX - How Proper Visuals Help to Articulate the CX Journey
Scott Wherley - Meijer
Why Belonging Matters to Customers and Employees
Tchicaya Ellis Robertson and Reggie Romain - Accenture
1:45-2:15 pm
Breakout Session #4
Choose one of the following sessions to attend, where you'll watch a 30 minute presentation, followed by a live Q & A.
Breakout Session #5
Choose one of the following sessions to attend, where you'll watch a 20-minute presentation, followed by a live Q & A.
CXM Competency Area Check-In
It's time to check back in with the people who you started the day with to discuss some of your key takeaways for the day before attending your last session and happy hour.
2:15 - 2:30 pm
2:30 - 3:00 pm
Unwind and Network: This interactive and collaborative session is designed to sum up what people have learned during the day's program and discuss how they plan to implement what they've learned in their own organization. Grab your favorite drink and join us for this tremendous learning and networking opportunity
3:00 - 3:15 pm
Making the Digital Customer Experience Your Differentiator
Guillaume Legendre - Touch & Sell
Collecting Customer Feedback - Learnings from a Scale-Up
Nina Hoeberichts - Sherpany
