Program

7:30-8:30 am

8:30 - 8:45 am

8:45 - 9:45 am

Registration and Breakfast

Breakout Session Categories

Fireside Chat: When Advertisers Become Customer Experience Managers
Kari Shimmel - Chief Strategy Officer, Campbell Ewald and Lou Carbone - CEO, Experience Engineering

Please note: All times are Eastern Daylight Time for Wednesday, October 26.

Welcome and Opening Announcements
Dr. Tom DeWitt - Director, CXM@MSU

Breakout Session #2
A 30 minute presentation, followed by a live Q & A.


10 - 10:45 am

Connecting Insights into Business Outcomes
Bill Staikos - Medallia

Finalist - CX of M Industry Best Practices Awards - Understanding the Customer and Employee Category
General Motors

Engaging Employees for an Outstanding Experience
Mark Slatin - EmpoweredCX

Analytics and Process Engineering
Nicholas Zeisler - Zeisler Consulting

Mini-Workshop: Beyond the Bagels - Employee Experience and Engagement
A hand's on session facilitated by Diane Magers, Experience Catalysts


Mini-Workshop: Make Data Your Superpower for Driving Impactful Improvements
Christy Dempster - Precision Value & Health


Panel Discussion: Diversity, Equity, and Inclusion in the World of CX


Cocktail Reception: Eat, Drink, and Network


Break
Grab a cup of coffee or your favorite beverage and take the opportunity to meet and interact with peers between breakout sessions.


Break
Grab a cup of coffee or your favorite beverage and take the opportunity to meet and interact with peers between sessions.


Break
Grab a cup of coffee or your favorite beverage and take the opportunity to meet and interact with peers between breakout sessions.


10-11:45 am

10:45 - 11 am

9:45 - 10:00 a.m.

Breakout Session #1
A 30 minute presentation, followed by a live Q & A.


11 - 11:45 pm

Lunch

12-1:00 pm 

1-2:45 pm 

1:45-2 pm 

3-3:45 pm 

5-5:45 pm 

4-5 pm 

6 - 7:30 pm 

Breakout Session #3
A  30-minute presentation, followed by a live Q & A.


1:00-1:45 pm

Is Your Organization Easy to Do Business With?
Bob Azman - Innovative CX Solutions

Attract, Retain and Engage
Nick Glimsdahl - Press 1 for Nick/VDS

Attract, Retain and Engage
Kari Shimmel - Campbell Ewald

Presentation: The Transformation into Culinary Services
Rebecca Selesky - Michigan State University Culinary Services

Guided Tour, Clue Scanning Exercise, and Dinner: Brody Square
Rebecca Selesky - Michigan State University Culinary Services; Lou Carbone - Experience Engineering

2-2:45 pm  

Breakout Session #4
Choose a  30-minute presentation, followed by a live Q & A.


Equity and Excellence for All
Minna Hong - Delta Air Lines

The Future of Customer Empowerment: Community, Customer Education and AI
Brigid Colver and Mary Poppen - involve.ai

Finalist - CX of M Industry Best Practices Awards - Employee Experience and Engagement Category
Delta Air Lines

Apply Behavioral Science to Deliver Change
Jeevak Badve - Hueman/Design by Harman

It's Wise to Know the 'Why's: Driving Data with Experience Vision
Brandon Cognan - American Modern Insurance Group