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

Panel Discussion: The State of CX Design
Panel Moderator: Kevin Budelmann - PeopleDesign

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


10 - 10:45 am

Finalist - CX of M Industry Best Practices Awards - Customer-Centric Culture Category
Gongos and Barton Marlow

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


1:00-1:45 pm

Finalist - CX of M Industry Best Practices Awards - Customer Feedback and Continuous Improvement
Delta Air Lines

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

Cluescanning: The Brody Square Case Study
Lou Carbone - Experience Engineering

2-2:45 pm  

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


Diversity, Equity, and Inclusion
Olga Budieri - Customer Experience by Olga

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

The State of Careers in CXM
Eric Doerr - Michigan State University

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

Understanding the Customer and Employee
Jeff Moomaw, Delta Air Lines