Agenda at a Glance - Execs In The Know

Knowledge Center
- - - NEW: Tune In to the First Episode
Events
- - - CUSTOMER RESPONSE SUMMIT
      CRS Palm Springs, CA – September 24-26, 2024 – Registration Is Now Open
      
      CRS Clearwater, FL – March 3-5, 2025 – Save the Date
      
      RECENT EVENT
      
      CRS Tucson, AZ – March 12-15, 2024
  - - FEATURED EVENT
      The Power of People: Enhancing CX Through Employee Engagement– June 20, 2024 – Virtual
      
      RECENT EVENT
      
      From Conversation to Reality: Rapid-Fire AI for CX Use Cases – February 29, 2024
  - - WEBINARS
      Transforming Customer Journeys Through The Convergence Of Data, Technology, AI, And People – NOW ON DEMAND
      
      2024 Contact Center Excellence: Using Real Time AI-Driven Insights For Seamless Omni Channel Engagement & Resolution – NOW ON DEMAND
      
      View All Webinars
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Marketplace
- CX “Ideas Marketplace”
  
  Explore participating service providers’ emerging technologies, industry research, and underlying approach to CX solutions.
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  Browse blog articles packed with the latest ideas and inspiration to raise your CX game.
- Resource Library
  
  Access our growing library of downloadable materials typically gated to the general public (online community members only).
Supplier Engagement
About Us
- - - Join Us in Palm Springs for CRS!

FEATURED EVENT

SmileDirectClub Manufacturing Facility Tour

Sponsored by: CustomerServ

Join Execs In The Know on Friday, September 22nd at 2 PM for an exclusive behind-the-scenes tour of SmileDirectClub’s manufacturing facility, dubbed the SmileHouse.

Your host Alvin Stokes, SmileDirectClub’s Chief Customer Contact Officer, will share how this disruptive brand streamlines the process from customer engagement to purchase decision and innovates the CX journey for their customers. He’ll delve into the fascinating connection points between customer experience and the SmileMaker Platform, which uses advanced AI technology via an app to put game-changing innovation in the palm of consumers’ hands.

Be a part of this tour to witness firsthand the impressive 3D printing technology, observe the seamless production of the brand’s clear aligners, and explore how using the power of innovation can up-level your customer experience. We can’t wait to see you there!

Wednesday, September 20
Thursday, September 21
Friday, September 22

Wednesday, September 20, 2023 - Opening Day

THE SCHEDULE IS NOT YET FINAL AND IS SUBJECT TO CHANGE

8:30 AM – 7:30 PM	Registration
9:00 AM – 10:30 AM	Executive Strategy Session Hosted By: Black Box By Invitation Only Zach Jones Global CX Solutions Architect Sanjeev Verma CEO & Executive Director
10:45 AM – 12:15 PM	Executive Luncheon Hosted By: Interactions By Invitation Only
12:30 PM – 5:30 PM	Opening Day Tech Forum & Workshop Sessions Opening Day sessions allow you the opportunity to engage early with your CX leader peers and to deep dive on a specific subject. By design, these 90-minute sessions will have defined learning objectives, inspire interactive discussions, and provide dynamic engagement through an exercise, a demo, or lively discussion. Each session is unique, for a total of six sessions. Simply choose between a Tech Forum or an Employee Engagement Workshop topic for each scheduled session time.
12:30 PM – 2:00 PM	Tech Forum AI Simulation Roleplay Training for Speed to Proficiency in the New Hybrid Workforce Hosted By: Zenarate Corporate Attendees Only Casey Denby Vice President of Sales	Employee Engagement Workshop Improving EX in a Remote Workforce Hosted By: HGS Corporate Attendees Only Akilah Hodge Sr. Director of Business Development

2:15 PM – 3:45 PM	Tech Forum The Conversational AI Divide Hosted By: Knowbl Corporate Attendees Only Jay Wolcott Co-founder and CEO Matt Taylor Co-founder and Chief Product Officer	Employee Engagement Workshop How to Cultivate a Culture of Well-Being for a Resilient Workforce Hosted By: IntouchCX Corporate Attendees Only Chris Harrison Senior Vice President, Well-Being and Organizational Development

4:00 PM – 5:30 PM	Tech Forum Building Trust in Generative AI Hosted By: TELUS International Corporate Attendees Only Siobhan Hanna Managing Director, AI Data Solutions Steve Nemzer Sr. Director, AI Innovation & Growth	Employee Engagement Workshop Leading Across Generations: Understanding and Embracing Differences in the Modern Workforce Hosted By: COPC Corporate Attendees Only Rick Zayas Vice President

1:00 PM – 5:00 PM	Partner Orientation Business Partners Only
5:30 PM – 7:30 PM	Welcome Reception Hosted By: Gladly
7:30 PM – 10:00 PM	Executive Dinner Hosted By: HGS By Invitation Only

Thursday, September 21, 2023 - Day 1

THE SCHEDULE IS NOT YET FINAL AND IS SUBJECT TO CHANGE

7:15 AM – 8:15 AM	Breakfast & Registration
8:15 AM – 8:45 AM	Conference Kick-off
8:45 AM – 9:30 AM	Keynote Ignite the Leader Within: Embracing the Power of Inspiration for Extraordinary Results Presented By: Carolyne M. Truelove Vice President, Reservations and Service Recovery American Airlines
9:30 AM – 10:15 AM	Panel Discussion The Agent, the Data, and Technology: Three Pillars for Enabling CX Personalization Moderated By: Sutherland Paul Reiner Senior Vice President Digital Transformation & Innovation: Retail, CPG & Travel Shay Begani Global Director, Consumer Experience Lauren Best Director, Dental Team Todd Sale Senior Vice President Customer Experience
10:15 AM – 10:45 AM	Networking Break Coffee Bar Sponsored By: Beyondsoft
10:45 AM – 12:15 PM	Customer Shop Talks Customer Shop Talk sessions are small, industry-expert-led discussions on a laser-focused topic. Attendees will pick two of the four available 40-minute sessions. Data-Driven Customer Insights: Leveraging Analytics to Anticipate and Exceed Customer Expectations Presented By: AWS and Truist Connie Workman Head of Sales – CXE Garrett Graham Head of Client Journey Digital First, Member Always: How Navy Federal Credit Union Brings this Mantra to Life Presented By: PTP and Navy Federal Credit Union Crystal Collier Executive Consultant Jamal Cox Vice President Digital Internal Systems and Communications What Is a Digital Worker?: Harnessing ChatGPT and Automation to Create New Strategies in CX Presented By: Laivly and Ulta Beauty Jeff Fettes Founder and CEO Ron Brown Senior Program Manager for Guest Services The Era of Intelligent CX: Opportunities and Challenges Presented By: Zendesk Bandar El-Eita Senior Director, Product Marketing
12:15 PM – 1:00 PM	Lunch
1:00 PM – 1:45 PM	Panel Discussion The Lifelong Conversation: How to Make Customer Service Your Business Using a Seamless Channel Experience Moderated By: Gladly Mike McCarron Chief Customer Officer Todd McReynolds Vice President of Customer Care and Vendor Management Liis Saar Former Senior Director of CX Melody Blumenschein Assistant Director, People Service Centers Kelley Cutforth Vice President Customer Support
1:45 PM – 2:15 PM	Case Study Creating a Healthy, Tech-Empowered Workplace Presented by: Synchrony and Intradiem Jim Simmons Vice President, Productivity & Initiatives Jennifer Lee President
2:15 PM – 2:30 PM	Networking Break
2:30 PM – 3:15 PM	Panel Discussion Moderated by: Concentrix Finding the ROI of Your CX Vision Lou Powell Sr. Managing Partner, Solutions Shannon Hodges Vice President of Sales & Support Robert Dietz Senior Director, Customer Solutions Jason Mercer-Pottinger RTS Operations Director
3:15 PM – 3:45 PM	Keynote Behind the Screens: How MoviePass Is Redefining Customer Experience and Building a Moviegoer Community Presented By: Stacy Spikes Co-Founder and CEO MoviePass
3:45 PM – 5:45 PM	Innovations Lab & Cocktail Hour After a full day of discussions, attendees can see concepts live in action and learn how they can be applied to improve CX in different channels and processes. The comfortable, relaxed setting will be the perfect backdrop for engaged conversations and learning. Sponsored By: Clear Harbor
6:30 PM – 10:00 PM	Evening Networking Event Transportation begins departing from the lobby at 6:15 PM on a continuous loop Sponsored By: ibex

Friday, September 22, 2023 - Day 2

THE SCHEDULE IS NOT YET FINAL AND IS SUBJECT TO CHANGE

8:00 AM – 9:00 AM	Breakfast
9:00 AM – 9:30 AM	Conference Opening
9:30 AM – 10:15 AM	Keynote The Future of Work: Navigating the Change Curve Presented By: Peter Mallot Worldwide Support Leader for Modern Life and Business Programs Microsoft
10:15 AM – 11:30 AM	Moments of Brilliance Moments of Brilliance are mini case-study sessions. Attendees can choose two of the four 30 minute-sessions. Achieving Cultural Alignment: Neiman Marcus Sets the Stage for Optimal Strategic Partnerships Presented By: Qualfon and Neiman Marcus Jennifer Di Tirro Vice President Business Development Chris Purpura Vice President of Customer Care From Ordinary to Extraordinary Customer Support: A Real-World AI Success Story Presented By: Freshworks Inc. Colin Crowley CX Advisor Dan Medina Director of Customer Service Operations Simplifying Contact Center Processes to Drive Cost Savings and Better Experiences Presented By: Uniphore Kim West Vice President Product Marketing Featuring LOOP Insurance Replaced Their Chatbot with Generative AI and Resolution Rates Soared! Presented By: Quiq and LOOP Insurance Mike Myer CEO and Founder Weslee Berke Head of Customer Care
11:30 AM 11:45 AM	Networking Break
11:45 AM – 12:30 PM	Panel Size Is No Barrier: How Brands of Every Scale Are Navigating the AI-CX Landscape Moderated By: OP360 Aaron Fischer Chief Revenue Officer Scott Clarke Senior Director Engagement Channels Engineering Valary Dornfeld Director, Customer Care Sales Jack Meek Vice President of Care Operations Toni Keller Director of Customer Experience
12:30 PM – 1:00 PM	Keynote Unleashing the Power of Customer Data: How iRobot Leverages Customer Care to Build Lasting Relationships in a Competitive Tech Landscape Presented By: Ledia Dilo Vice President, Head of Global Customer Care and Fulfillment iRobot
1:00 PM – 1:45 PM	Lunch
1:45 PM – 4:00 PM	Industry Tour SmileDirectClub Facility Tour Sponsored By: CustomerServ Take a sneak peek at the Smile House and hear about their innovative CX journey. Alvin Stokes Chief Customer Contact Officer

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