Program

7:30-8:30 am

8:30 - 8:45 am

8:45 - 9:45 am

Registration and Breakfast

Breakout Session Categories

Please note: All times are Eastern Daylight Time for Wednesday, October 27.

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

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

Breakout Session #6
A 30-minute presentation, followed by a live Q & A.


10 - 10:45 am

Building a Customer-Centric Culture with Barton Malow
Jill Katic - Barton Malow and Laura Burns - Gongos, Inc.

Brand and Customer Experience
Kevin Budelmann - PeopleDesign

Panel Discussion: Aligning CX Strategy & Business Goals
Moderator: Nick Glimsdahl, Press 1 for Nick/VDS

Sailing Against the Wind to Deliver Convenience and Low Effort Experiences
Simone Silva - Whirlpool

Customer Complaints - Vicious to Virtuous: Applying a Cycle of Improvement
A hand's on session facilitated by Bradley Kruger, Advocate Aurora Health


Mini-Workshop: A Systems Approach to Managing Organizational Change
Vivian Phillips Husband - Blue Shield of California


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.


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 #5
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 

Breakout Session #7
A  30-minute presentation, followed by a live Q & A.


1:00-1:45 pm

Bringing CX Insights to Life Using Customer Submitted Videos
Kate Rouse Duhadway and Tracy Watkins - Delta Air Lines

More Than a Paycheck: Delivering on a Meaningful Promise
Jake Hammelspach - PeopleDesign

Creating Experience from the Top Down
Steven Carleton - CustomerMatters

2-2:45 pm  

Breakout Session #8
Choose a  30-minute presentation, followed by a live Q & A.


Notes of Appreciation from Customers to Employees - CX of M Industry Best Practices Awards Finalist
Johnathan Thomas and Rachel van der Meyden - Delta Air Lines

The Value of Design and Innovation: The Role of Design for ROI
Diane Magers - Experience Catalysts

MS-CXM Information Session - A Student Perspective
Cyndi Lyon - Otava

Finalist - CX of M Industry Best Practices Awards - The David Robbins Individual Leadership Award for the Advancement of CX
Risa Lovell - Farm Bureau Insurance of Michigan

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