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Chief Customer Officers, USA

February 3-4 2020, Atlanta, GA

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Day 1
Feb 3
08:00

Registration, Coffee and Open Networking

Registration, Coffee and Open Networking

February 3 | 08:00

Contact the Team

Speaking:

09:00

Chair's Opening Remarks

Chair's Opening Remarks

February 3 | 09:00

Contact the Team

Speaking:

09:15

Opening Keynote - From Top Down to Grassroots: Inspire your Team to Envision and Own CX and Accelerate Transformation

Opening Keynote - From Top Down to Grassroots: Inspire your Team to Envision and Own CX and Accelerate Transformation

February 3 | 09:15

Contact the Team

Speaking:

09:45

Keynote - Humanize your Organization to Drive Outstanding Business Results – The Impact of EX on CX

Keynote - Humanize your Organization to Drive Outstanding Business Results – The Impact of EX on CX

February 3 | 09:45

Contact the Team

Speaking:

10:15

Case-Study - Building an Agile Marketing Organization in the Age of Disruption and Customer-Centricity

Case-Study - Building an Agile Marketing Organization in the Age of Disruption and Customer-Centricity

February 3 | 10:15

Contact the Team

Speaking:

11:30

Morning Coffee & Networking in the Exhibition Area

Morning Coffee & Networking in the Exhibition Area

February 3 | 11:30

Contact the Team

Speaking:

12:00

Panel Discussion - Ensure Executive Buy-in to Ignite Culture Transformation and Align the Organization Around Customer-Centric Objectives

Panel Discussion - Ensure Executive Buy-in to Ignite Culture Transformation and Align the Organization Around Customer-Centric Objectives

February 3 | 12:00

Contact the Team

Speaking:

12:45

Lunch & Open Networking

Lunch & Open Networking

February 3 | 12:45

Contact the Team

Speaking:

2:00

Discussion Group 1A - Leveraging Insights to Design a Total Experience Strategy

Discussion Group 1A - Leveraging Insights to Design a Total Experience Strategy

February 3 | 14:00

Contact the Team

Speaking:

2:00

Discussion Group 1B - Innovating Customer Support with Cutting-Edge Technology: AI and ChatBots

Discussion Group 1B - Innovating Customer Support with Cutting-Edge Technology: AI and ChatBots

February 3 | 14:00

Contact the Team

Speaking:

2:00

Discussion Group 1C - The Right Equation for CX ROI: Drive Revenue Growth

Discussion Group 1C - The Right Equation for CX ROI: Drive Revenue Growth

February 3 | 14:00

Contact the Team

Speaking:

2:45

Discussion Group 2A - Brand Positioning in the Era of Disruption: Purpose and Fact-Based Marketing

Discussion Group 2A - Brand Positioning in the Era of Disruption: Purpose and Fact-Based Marketing

February 3 | 14:45

Contact the Team

Speaking:

2:45

Discussion Group 2B - Bridging the Gap Between Front-Line Employees and Customers

Discussion Group 2B - Bridging the Gap Between Front-Line Employees and Customers

December 3 | 14:45

Contact the Team

Speaking:

2:45

Discussion Group 2C - Harnessing Big Data and AI for Personalization

Discussion Group 2C - Harnessing Big Data and AI for Personalization

February 3 | 14:45

Contact the Team

Speaking:

3:30

Afternoon Break & Open Networking

Afternoon Break & Open Networking

February 3 | 15:30

Contact the Team

Speaking:

4:00

Panel Discussion - Leveraging New Technologies to Better Understand the Human Experience and Drive Omnichannel Results

Panel Discussion - Leveraging New Technologies to Better Understand the Human Experience and Drive Omnichannel Results

February 3 | 16:00

Contact the Team

Speaking:

4:45

Panel Discussion - The Future of Brand Experience: Empower your Brand for Authentic and Long-Lasting Connections

Panel Discussion - The Future of Brand Experience: Empower your Brand for Authentic and Long-Lasting Connections

February 3 | 16:45

Contact the Team

Speaking:

5:30

Chair’s Closing Remarks

Chair’s Closing Remarks

February 3 | 17:30

Contact the Team

Speaking:

5:45

Drinks Reception & Networking

Drinks Reception & Networking

February 3 | 17:45

Contact the Team

Speaking:

6:30

End of Day One

End of Day One

February 3 | 18:30

Contact the Team

Speaking:

Day 2
Feb 4
08:30

Registration, Coffee & Open Networking

Registration, Coffee & Open Networking

February 4 | 08:30

Contact the Team

Speaking:

09:00

Chair’s Opening Remarks

Chair’s Opening Remarks

February 4 | 09:00

Contact the Team

Speaking:

09:15

Keynote - Total Experience Strategy: Assess your Maturity and Create an Action Plan to Accelerate Transformation

Keynote - Total Experience Strategy: Assess your Maturity and Create an Action Plan to Accelerate Transformation

February 4 | 09:15

Contact the Team

Speaking:

09:45

Insider Session - The Rise of Empathy as a Key CX Component: Empowering Humans to Deliver Superior Experiences and Grow Revenue

Insider Session - The Rise of Empathy as a Key CX Component: Empowering Humans to Deliver Superior Experiences and Grow Revenue

February 4 | 09:45

Contact the Team

Speaking:

10:15

Panel Discussion - Effective Digital Transformation: Driving Proactive Change and Scaling with a Customer-First Approach

Panel Discussion - Effective Digital Transformation: Driving Proactive Change and Scaling with a Customer-First Approach

February 4 | 10:15

Contact the Team

Speaking:

10:55

Morning Coffee & Networking

Morning Coffee & Networking

February 4 | 10:55

Contact the Team

Speaking:

11:30

Case-Study 1A - Designing for Brand Continuity: Efficient Multi-Channel Strategies to Boost the Bottom Line

Case-Study 1A - Designing for Brand Continuity: Efficient Multi-Channel Strategies to Boost the Bottom Line

February 4 | 11:30

Contact the Team

Speaking:

11:30

Case-Study 1B - Elevating the Customer Journey: End-to-End Solutions to Delight at Every Touch Point

Case-Study 1B - Elevating the Customer Journey: End-to-End Solutions to Delight at Every Touch Point

February 4 | 11:30

Contact the Team

Speaking:

11:30

Case-Study 1C - Connecting VoC with VoE: Leveraging Insights from Frontline Employees to Accelerate CX Improvement

Case-Study 1C - Connecting VoC with VoE: Leveraging Insights from Frontline Employees to Accelerate CX Improvement

February 4 | 11:30

Contact the Team

Speaking:

12:00

Case-Study 2A - Building and Sustaining a Customer-Centric Culture in the Age of Disruption

Case-Study 2A - Building and Sustaining a Customer-Centric Culture in the Age of Disruption

February 4 | 12:00

Contact the Team

Speaking:

12:00

Case-Study 2B - Innovating Customer Loyalty Strategies with New Technologies

Case-Study 2B - Innovating Customer Loyalty Strategies with New Technologies

February 4 | 12:00

Contact the Team

Speaking:

12:00

Case-Study 2C - Leveraging Real-Time Analytics Across Touch-Points to Proactively Boost CX Performance

Case-Study 2C - Leveraging Real-Time Analytics Across Touch-Points to Proactively Boost CX Performance

February 4 | 12:00

Contact the Team

Speaking:

1:30

Insider Session - Scaling CX Teams While Infusing Cultural Alignment to Sustain Gold-Standard KPIs

Insider Session - Scaling CX Teams While Infusing Cultural Alignment to Sustain Gold-Standard KPIs

February 4 | 13:30

Contact the Team

Speaking:

2:00

Keynote - Creativity and Data: The Buzzworthy Dynamic Combo That Drives Real Impact

Keynote - Creativity and Data: The Buzzworthy Dynamic Combo That Drives Real Impact

February 4 | 14:00

Contact the Team

Speaking: