Program
11:00-11:15 am
Welcome and MS-CXM Launch
Tom DeWitt, Director - CXM@MSU and Academic Director - MS-CXM
Please note: All times are Eastern Daylight Time. Click on session titles to view presentation descriptions and presenter profiles.
CXM Competency Breakouts
Offering a comprehensive view of the industry and its practices, CXM 360 is organized according to these CXM competencies:
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
The 8 Disciplines of Customer Culture that Drive Business Performance
Dr Linden Brown - MarketCulture
Bringing the Customer Experience to Life Using Video Feedback
Kate Rouse Duhadway - Delta Air Lines
Unleashing the World of Possibilities through the Beginner’s Mind
Leo Chan - Abound Innovation Inc.
How Ease of Work Affects Ease of Business & Growth
Lynn Hunsaker - ClearAction Continuum
Speed Networking (Sponsored by involve.ai)
Grab a cup of coffee or your favorite beverage and take the opportunity to meet and interact with peers between breakout sessions.
11:45-12:00 pm
Breakout Session #1
Choose one of the following sessions to attend, where you'll watch a 20 minute presentation, followed by a live Q & A.
Why Great Organizations Fail - What We Can Learn
Lou Carbone - Experience Engineering
Hiding in Plain Sight - The CX of Research Innovation Sessions
Nicole Strong - IPEX Inc.
Employee Experience at a Start Up
Susy Pang - involve.ai
12:00-12:30 pm
Lunch/Dinner Roundtable Discussions (Sponsored by Definitive Healthcare)
Grab your favorite food and jump into one of 6 roundtable discussions organized according to the six competencies of customer experience management.
MS-CXM Information Session
Believed to be the first Master's degree in Customer Experience Management in North America and one of just a few in the world, the Master's in Science in Customer Experience Management degree (MS-CXM) was designed for working professionals, delivered completely online over 20 months (15 - 5 week modules) and employing a practical, hands-on team-based approach to instruction. Join this session to learn more about the degree and how it can address your personal and professional development needs.
CXM@MSU Collaborative Information Session
40 organizations representing a broad array of industries are members of a special collaborative designed to advance the field of customer experience management through action teams designed to bring their employees together to share best practices across organizations. Join this session to learn about how your organization and its employees can benefit through participation in the CXM@MSU Collaborative.
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
Making CX Fun!
Ian Golding - Customer Experience Consultancy, Inc
Solving for One to Help Many: Interdisciplinary Strategies to Multiply Your Impact
Tricia Houston - MMR Live Experience Design
Speed Networking (Sponsored by involve.ai) Grab a cup of coffee or your favorite beverage and take the opportunity to meet and interact with peers between breakout sessions.
Why Gender Inclusion Matters to Your Customers
Laurel Mikalouski & Reggie Romain - Accenture
More Actionable Insights, Not More Data
David Mingle and Brad Briscoe - Reputation
On Good Terms: Asking the Most Inclusive Race and Ethnicity Demographic Questions
Frankie Lipinski - Escalent/Insights Association
1:45-2:15 pm
2:15 - 2:45 pm
2:45 - 3:00 pm
Breakout Session #4
Choose one of the following sessions to attend, where you'll watch a 20 minute presentation, followed by a live Q & A.
1:30 - 1:45 pm
People Success Elements: What People Need in the New World of Work
Larissa Linton - Glint
Delta Air Lines Thank You Note Project
AJ Freeman - Delta Air Lines
Equity and Excellence for All
Bradley Kruger - Advocate Aurora Health
Designing Signature Experiences
Helen Bywater-Smith - Ipsos
Apply Behavioural Science to Deliver Change
Colin Strong - Ipsos
Equitable Design: Expanding the Definition of Customers Through Human-Centered Design
Richie Grantham & Alexander Martos - Kaiser Permanente
Thriving Cultures in the New World of Work
Archana Ramesh - Microsoft
Applying Human-Centered Design to Modernize your Brand for Growth
Jennifer Nachshen - Bond Brand Loyalty & Monica Viola - Ford Motor Company
Implementing the Net Promoter System to Drive Customer-Centric Thinking
Bill Ortman - DTE Energy
