Live Chat Software
November 04 - 06, 2018
Hotel Colonnade, Coral Gables, FL

Exchange Day 2

8:00 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairperson’s Opening Remarks

8:45 am - 9:15 am Benchmarking Session: Journey to Personalized Experience Strategy - How Dow Jones Transformed to CX-Centric and Data First

Steve Grycuk - Chief Experience Officer, Dow Jones
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Steve Grycuk

Chief Experience Officer
Dow Jones

9:15 am - 9:45 am Industry Insight: Are We Relying on Technology Too Much in Customer Experience?



9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Networking Break

Masterclass

10:45 am - 11:15 am 3 Secrets to Customer Experience Learnings & Successes


Masterclass

10:45 am - 11:15 am Turn Customer Experience Insights into Business Results


11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm Business Meetings

12:15 pm - 1:15 pm Networking Lunch

1:15 pm - 1:45 pm Project Analysis: The Road to Improvement - Continuous Customer Experience Improvement

Ahmed Ayad - Head of Continuous Improvement & Quality, Blue Cross and Blue Shield of North Carolina
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Ahmed Ayad

Head of Continuous Improvement & Quality
Blue Cross and Blue Shield of North Carolina

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:30 pm Interactive Roundtable Discussion

3:30 pm - 4:00 pm Business Meetings

4:00 pm - 4:30 pm Networking Break

4:30 pm - 5:00 pm Fireside Chat: Uber’s Data Ecosystem- Smarter, Efficient Ways of Testing and Driving Experimentation

Alex Otrezov - Head of Search & Experimentation, Uber
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Alex Otrezov

Head of Search & Experimentation
Uber

5:00 pm - 5:30 pm Ask the Expert Panel - Keeping up With Your Customers: Using Multichannel Data to Drive Insights





5:30 pm - 6:00 pm Benchmarking Session: Rules For Rockstars

James Dodkins - Founder, ROCKSTAR CX
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James Dodkins

Founder
ROCKSTAR CX

6:00 pm - 6:30 pm Cocktail Reception