Live Chat Software
November 03 - 05, 2019
Miami, FL

Exchange Day 3

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: Getting into Design Thinking Mindset - Create a Thriving Customer Experience Ecosystem

Avis Faldu - Vice President Customer Experience, DocuSign
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Avis Faldu

Vice President Customer Experience
DocuSign

9:15 am - 9:45 am Project Analysis - From Rocky Roads and Potholes to Scenic Winding Thoroughfares –Journey Mapping to Redesign the Experience

Lisa Nance - Vice President, Client Experience Manager Client Onboarding and Service Delivery, Texas Capital Bank
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Lisa Nance

Vice President, Client Experience Manager Client Onboarding and Service Delivery
Texas Capital Bank

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Business Meetings

10:45 am - 11:15 am Networking Break

11:15 am - 11:45 am Project Analysis: Prototyping and Testing New Experiences through a Multifaceted VOC Program

Martha Spencer - VP, Student Success Global Operations, Laureate Education
Rebecca Jobe - Executive Director, Student Progress Initiatives, Laureate Online Education
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Martha Spencer

VP, Student Success Global Operations
Laureate Education

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Rebecca Jobe

Executive Director, Student Progress Initiatives
Laureate Online Education

11:45 am - 12:15 pm Project Analysis: Increasing Your Customer Lifetime Value and Loyalty

Srini Kandala - Head of Local Commerce, Innovation & Deep Learning Center, Sears Holdings Corporation
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Srini Kandala

Head of Local Commerce, Innovation & Deep Learning Center
Sears Holdings Corporation