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

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

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

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  

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

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