Agenda

          2019 CXPA U.S. INSIGHT EXCHANGE
         The Grand America Hotel
        May 15 - 16, 2019
        Salt Lake City, UT
                 (All times listed are for the Mountain Time Zone)

            2019 Conference Theme:
          "Moving Mountains"

                                    Tuesday, May 14, 2019
8:00 PM - 12:00 PM WORKSHOP: CXM 101 Bootcamp (*$) 
Presenters: Diane Magers, CCXP -Interim CEO, CXPA
Join a fast-paced learning session that covers the framework of Customer Experience Management and current best practices to further your knowledge and your impact for your organization. Come learn the core concepts and practices needed to rally your organization around customers and become a strong CX leader. Derived from over 100 hours of course material, this workshop will provide a high-level overview of core concepts and practices. Don’t miss this foundational bootcamp. 
12:00 PM - 6:00 PM Registration / Help Desk Open
1:00 PM - 4:00 PM  CCXP Exam Administered (must pay exam fee by 5/3/19)
1:00 PM - 5:00 PM  WORKSHOP: Experience-Based Change Management (*$)
Presenters: Diane Magers, CCXP -Interim CEO, CXPA
Change Management is an underestimated skill and competency for CX professionals. Bringing every person in the organization along requires mind and behavior shifts. This workshop will help provide frameworks, techniques, and templates for designing and executing an effective experience-based change management.
6:30 PM - 8:00 PM "We've Arrived" Welcome Party
8:00 PM - 9:00 PM First Time Attendee Mixer
Sponsored by The Heart of the Customer
                                               Wednesday, May 15, 2019
7:00 AM - 4:00 PM Registration / Help Desk Open
7:00 AM - 8:00 AM Networking Breakfast and Sponsor Showcase
8:00 AM - 9:30 AM Welcome!
Opening Keynote: Scott Steen,
Executive Director at American Physiological Society
The Power of Storytelling to Drive Impactful Action from Customers
 
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9:30 AM - 9:40 AM   Show & Tell Introduction
A unique aspect of our event is the Show & Tell Session where 30 members each present to a small groups of 5-10 attendees for about 20 minutes around a specific CX program or idea implemented with success at their companies. Attendees have the opportunity to experience 3 of these presentations during each session. This is a "do not miss" session for sure!
9:40 AM - 10:50 AM   Show & Tell 1
Over 50 presenters will partake in this session including:
Ciena,
Reliant Energy,
and more...
10:50 AM - 11:10 AM Networking Break and Sponsor Showcase
11:10 AM - 11:25 AM Learning Lab
Zendesk: The Omnichannel Customer Experience Myth
Sabrina Dermody, CX Technology Solutions Consultant at Zendesk

Customers have moved on to a new age, and it’s time for businesses to move with them. We’ve been hearing “omnichannel” for years but too often the solution to providing an Omnichannel experience has become about adding more channels. Newsflash…. That is not how you provide an omnichannel customer experience. Your customer must be in the center of your channels. This means, you have to connect and understand all of your customer data, then build a seamless experience for your customers, agents, and admins, where conversations flow seamlessly across channels.

Your key takeaways from this session include: Customers want their conversations to connect seamlessly like their personal ones: move from chat, to a call, to email without losing any context or flow in the discussion, To meet customer expectations, to you need to be able to connect customer data, understand it and build experiences with it for modern customers relationships - all in one platform
11:25 AM - 11:35 AM  Regional Connect Overview / Transition Break
11:40 AM - 12:30 PM   Regional Connect
Regional Connect is a form of networking and connection based on the speed dating model. 

We’ll put you in an area with others from your region for a rapid “meet and greet” where you’ll share challenges and successes and build a significant network of connections to CX Professionals in your area.

Don't miss this opportunity to meet those that live in your area!
12:30 PM - 12:40 PM Break
12:40 PM - 1:45 PM CX Innovation Awards Lunch
Which organizations will receive the coveted 2019 CX Innovation Awards?
Find out when winners are announced live during our celebration luncheon.
1:45 PM - 2:00 PM Break
2:00 PM - 2:15 PM Learning Lab
OPINATOR: Driving Value from Customer Experience Management
David Solana, Co-Founder & CMO at OPINATOR

In this presentation by OPINATOR, you will learn how to boost engagement with your audience, identify more precisely and reduce points of customer effort, and get better actionable insights to generate value directly from your VoC, NPS, and CEM Programs.
2:15 PM - 3:10 PM Keynote: Ian Golding, CCXP
Managing Consultant for Customer Experience Consultancy Ltd.
Worldwide View of the Customer Experience Profession

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3:10 PM - 3:20 PM Break
3:20 PM - 3:50 PM

Breakout Sessions - Round 1

Reshaping the VoC Terrain: Driving Change Through Immersion
Raj Sivasubramanian, CCXP, CX Insights Manager, Airbnb &
Desirree Madison-Biggs, CCXP, CX Design and VoC Programs, Airbnb


Leading through an Experience Crisis
Ben Lawder, VP Customer Experience, Equifax

The HUMAN Brand: A New Way to Measure Customer Experience
& It's Financial Impact

Chris Malone, CCXP

Transform How You Communicate Your CX Vision Internally to Help
Employees Deliver a Great Customer Experience

AND Agency

Panel Discussion: The Many Flavors of CX Professionals

3:50 PM - 4:00 PM Break
4:00 PM - 4:30 PM

Breakout Sessions - Round 2

Moving Mental Mountains: Refocusing on Insights and Action
Erin Hansman, CCXP, PhD, Senior Analyst, SAP 

Creative Problem-Solving Basics
Beth Slazak, Manager of Education and Events, Creative Education Foundation

Experience Economics: Going Beyond ROI to Measure the Value of Experience
Dove LeBaron, CCXP

Avoiding Customer Journey Sticking Points:
4 Painless Ways to Improve CX

Kitewheel

Panel Discussion: Effectively Engaging Executives

4:30 PM - 5:00 PM Networking Break and Sponsor Showcase
5:30 PM - 9:30 PM Dine-Arounds (Sign up onsite before Wednesday @noon)
                                         Thursday, May 16, 2019
7:00 AM - 2:00 PM Registration / Help Desk Open
7:00 AM - 8:00 AM Networking Breakfast and Sponsor Showcase
7:30 AM - 8:00 AM Making the Most of Your Membership (Optional)
Join Derik and Molly, CXPA Membership Community Managers, as they walk through CXPA membership
benefits that you can take advantage of throughout the year during this live Q&A session.
8:00 AM - 8:10 AM Welcome Back
Join our Chairman, Bob Azman, CCXP, as he welcomes the group back for the second and final day.
8:10 AM - 9:00 AM Keynote: Geeta Wilson, CCXP
Most recently with Humana
Disrupting Your Organization with Innovative Customer Experience

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9:10 AM - 9:15 AM Break
9:15 AM - 10:00 AM   Unwound Sharing 1
Come together with fellow CX professionals for these energetic, focused, open forum sessions to discuss one of 12 topics: 
Show Me the Money
Stop Talking to Me While I'm Interrupting You
If I Can't See It On a Spreadsheet, It is Not Significant
To Sell Or To Serve
R.I.P. CX
Reading for Everyday Inspiration: The CX Book Club
To Build Empathy for Customers, You Must Use Customer Stories
Software Hacks for Moving Mountains Without Spending (Much) Money
Moving Mountains Around The World: Patient Experience
Here's Real Proof of the ROI of CX
Why CX Practitioners Need Allies Across the Organization
Make 2019 the Year We Exterminate Common CX Fails
Moving Mountains Around the World: Enterprise CX
10:00 AM - 10:05 AM Break
10:05 AM - 10:50 AM   Unwound Sharing 2
Because we know you want to discuss more than one of these compelling topics, we come back together for our second round: 
Show Me the Money
Stop Talking to Me While I'm Interrupting You
If I Can't See It On a Spreadsheet, It is Not Significant
To Sell Or To Serve
R.I.P. CX
Reading for Everyday Inspiration: The CX Book Club
To Build Empathy for Customers, You Must Use Customer Stories
Software Hacks for Moving Mountains Without Spending (Much) Money
Moving Mountains Around The World: Patient Experience
Here's Real Proof of the ROI of CX
Why CX Practitioners Need Allies Across the Organization
Make 2019 the Year We Exterminate Common CX Fails
Moving Mountains Around the World: Enterprise CX
10:50 AM - 11:05 AM Learning Lab
Concentrix: Rethinking Customer Feedback - Shape Experiences While They're Happening
Jackie Potts, Director of VOC Strategy at Concentrix

Digital customers move fast – and keeping up can be tough. What if you could get their opinions about your products and services while they’re experiencing them? Imagine the impact if you could improve on those same experiences before they were through! With some simple changes, you can collect customer feedback in a way that more effectively: Shape brand impressions, Drive advocacy, revenue, cost and churn reduction, Power “agile learning” vs. deep insights
In this session, learn about techniques and technologies that turn the “status quo” feedback experience into an outcome-generating asset for your company.
11:05 AM - 11:20 AM Networking Break and Sponsor Showcase
11:20 AM - 11:50 AM Breakout Sessions - Round 3

Big Data, Small Data
Cary Cusumano, CCXP, CX Designer, Verizon

From Process-Centric to Customer-Centric
Sheila March, CCXP, Ascension Ministry Service Center

B2B Is Different; Your CX Program Should Be Too
Sonya McAllister, CCXP

The Art of CX Storytelling: How to Craft A Narrative that Powers
Effective CX Initiatives
InMoment
12:00 PM - 1:00 PM Networking Lunch
Sponsored by Thematic
1:00 PM - 1:15 PM Networking Break and Sponsor Showcase
1:15 PM - 1:30 PM Learning Lab
Voxpopme: See the People Behind Your Scores with Video
Jon Carbone, Vice President of VideoCX at Voxpopme

VideoCX captures deeper insights into customer and employee experiences - enabling stakeholders across your organization to see, hear and feel customer and employee emotions through agile video feedback. This video-first approach humanizes your data by providing unfiltered access to the “why” behind scores, creating empathy and sharing evidence that demands attention and transforms culture. 

In this session we'll cover best practices for: improving the customer feedback experience, humanizing your feedback and get to the true voice of the customer, driving empathy with key stakeholders in your organization by sharing powerful insight that demands attention and transforms culture 
1:30 PM - 1:40 PM Show & Tell Overview
A unique aspect of our event is the Show & Tell Session where 30 members each present to a small groups of 5-10 attendees for about 20 minutes around a specific CX program or idea implemented with success at their companies. Attendees have the opportunity to experience 3 of these presentations during each session. This is a "do not miss" session for sure!
1:40 PM - 1:45 PM Break
1:45 PM - 2:55 PM   Show & Tell 2
Over 50 presenters will partake in this session including:
Ciena,
Reliant Energy,
and more...
2:55 PM - 3:10 PM Networking Break and Sponsor Showcase
3:10 PM - 3:30 PM Closing Remarks
(Agenda Subject to Change)

$
 = additional fee per person, per workshop
 = Member to Member