Program

7:30-8:30 am

Registration and Breakfast

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

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

10-11:45 am

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

11 - 11:45 pm

Lunch

12-1:00 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

2-2:45 pm  

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

The Path to Purpose: How Company Culture Creates Customer Loyualty
Michael Mendenhall - Trinet

Engaging Employees for an Outstanding Experience
Mark Slatin - EmpoweredCX

Mining Customer Insights to Improve GM's myBrand Mobile App - CX of M Industry Best Practices Awards Finalist Maureen Dare, Jim DeMercurio, Emily Bowman - General Motors

Maureen Dare, Jim DeMercurio, Emily Bowman- General Motors

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

Creating Emotional Bonds Between Brands and Consumers
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

CXpectations Across Industries
Carol Campbell - SVP, Chief Experience Officer - Ascension

8:30 - 8:45 am

8:45 - 9:45 am

Breakout Session Categories

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

9:45 - 10:00 a.m.

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

Analytics and Process Engineering
Nicholas Zeisler - Zeisler Consulting

10:45 - 11 am

Seamless CX in Global Travel
Jeff Moomaw - Delta Air Lines

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

1-2:45 pm 

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

1:45-2 pm 

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

3-3:45 pm 

Cocktail Reception: Eat, Drink, and Network

4-5 pm 

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

6 - 7:30 pm 

5-5:45 pm 

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

Attract, Retain and Engage
Kari Shimmel - Campbell Ewald