CXPA INSIGHT EXCHANGE - EVENT SOLD OUT!
May 15 - 17, 2017
Phoenix, AZ
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Monday, May 15
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8:00 am - 6:00 pm
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Golf & Networking Add-On ($) |
| 3:00 pm - 6:00 pm |
Registration Open |
6:30 pm - 8:00 pm
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Welcome Party
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8:00 pm - 9:00 pm
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First Time Attendee Mixer
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Tuesday, May 16
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7:00 am - 5:00 pm
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Registration Open
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7:30 am - 8:30 am
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Networking Breakfast and Sponsor Showcase
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CX Expert Office Hours
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8:30 am - 9:00 am
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Welcome |
9:00 am - 9:50 am
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Keynote: Matt Dixon, CEB, noted author
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9:50 am - 11:00 am
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 - Show & Tell 1
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11:00 am - 11:30 am
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Networking and Sponsor Showcase
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Solution/Technology Demo: GMC Software (11:10-11:25am)
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11:30 am - 12:20 pm
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- Regional
Connect
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- Regional Connect
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- Regional Connect
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- Regional Connect |
- Regional Connect |
12:30 pm - 1:30 pm
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CX Innovation Awards Lunch - sponsored by Lenati
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1:45 pm - 2:00 pm
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Networking and Sponsor Showcase
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Solution/Technology Demo: Aspect (1:45-2:00pm)
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2:00 pm - 2:50 pm
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Keynote: Karen Mangia, Salesforce |
2:50 pm - 3:20 pm
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Verizon: Get Real! Escape the Abstract and Make It Real with Journey Reconstruction
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Mayfair Diagnostics (CX Innovation Award Finalist): Customer-Centric Medical Imaging Clinic
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Lenati (Sponsor): How Nike Nailed Customer Engagement and You Can Too
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Noah Grayson, CCXP: The CEO View of CX
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Executive Leader Circle: Connect to ROI (facilitator: Karyn Furstman, CCXP, CXPA Emeritus Director)
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3:20 pm - 3:50 pm
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Networking and Sponsor Showcase
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Solution/Technology Demo: Touchpoint Dashboard (3:30-3:45pm)
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3:50 pm - 5:00 pm
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- Show & Tell 2
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5:30 pm - 9:30 pm
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Customerville Insight Exchange After Party (Wrigley Mansion)
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Wednesday, May 17
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7:00 am - 2:00 pm
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Registration Open |
7:00 am - 8:00 am
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Networking Breakfast and Sponsor Showcase
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7:30 am - 8:00 am
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Making the Most of your Membership
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8:00 am - 9:00 am
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Welcome Back & State of the CXPA
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9:00 am - 9:50 am
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- Unwound Sharing
A. Training Employees to Improve CX; <or> B. Engaging employees in CX
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- Unwound Sharing
A. CX Governance & Structure; <or> B. Leveraging Middle Managers to Help Drive CX Change
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- Unwound Sharing
A. Bringing Voice of the Customer to Life to Drive Action; <or> B. Internal Process Improvement and CX
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- Unwound Sharing
A. Measuring customer experience (B2B); <or> B. Measuring customer experience (B2C)
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- Unwound Sharing
A. Design Thinking; <or> B. Journey Mapping
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9:50 am - 10:20 am
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Networking and Sponsor Showcase
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Solution/Services Demo: Walker (10-10:15am)
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10:20 am - 10:50 am
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Carlson Wagonlit: Creating and Executing Effective Service Strategies for Any Business
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Humana: Power to the People: How to Reinvent Your CX Culture and Make it Stick
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Hallmark (Sponsor): Creating Moments That Matter: Using the Power of Emotion in Customer Experience
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Sarah Simon, CCXP: Behind the Handlebars of Customer Experience
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Executive Leader Circle: CCO/CX Executive Career Progression (facilitated by Jeanne Bliss, Co-Founder CXPA and Emeritus Director)
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11:00 am - 11:30 am
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Citi (CX Innovation Award Finalist): Power of Listening
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Sandy Spring Bank (CX Innovation Award Finalist): The Year of Empathy
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Walker (Sponsor): Deliver Dynamic Workshops to Engage Employees |
Raj Sivasubramanian, CCXP: Is Your Omnichannel Strategy Customer-Centric or Self-Centric?
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Executive Leader Circle: Unite the C-Suite (facilitator Desirree Madison-Biggs, CXPA Board Chair)
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11:35 am - 12:45 pm
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- Show and Tell
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12:50 pm - 1:50 pm
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CCXP Celebration Lunch
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1:50 pm - 2:15 pm
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Networking and Sponsor Showcase
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Solution/Technology Demo: Mattersight (2:00-2:15pm)
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2:15 pm - 3:15 pm
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Keynote: Heather Figallo, Southwest Airlines |
3:15 pm - 3:30 pm
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Closing Remarks
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4:30 pm - 7:30 pm
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Golf and Networking Add-On ($)
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Thursday May 18
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9:00 am
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CCXP Exam
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Open Links at Right
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Add-on Learning Opportunities ($):
Option 1: CXM Bootcamp
Option 2: Design Thinking
Option 3: Employee Experience & Engagement Workshop
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