DAY ONE

Tuesday, May 14
10:00 Exchange Check-In 12:00 A``[bn]\niJ]]nVioαNetworking Brunch

10:30 Welcome Orientation Track 1 OR Track 2

12:45 MASTERCLASS: Enhance the MASTERCLASS: Redefining
10:40 Chairperson’s Opening Remarks
Mario Matulich Customer Experience Using AI Loyalty on the Path to Creating
Executive Director Clearly, AI is here to stay. But while Extraordinary Customer
Customer Management Practice organizations are aware of the benefits Experiences
they can achieve with AI, many When challenging conventional
still struggle to implement AI that wisdom contributes to positive
10:50 Ice Breaker Activity
transforms customer experience and change, what is not to like? When it
accelerates business value—with many comes to concepts like brand loyalty
11:00 BENCHMARKING SESSION: The Art of Product Renovations. A Guide initiatives failing altogether. These and creating amazing customer
for Corporate Success in an Oversaturated World struggles are solved with AI that is experiences, how about we deviate
practical, scalable, and trusted. This from the beaten path and try
About 95 percent of new products fail. The problem: outdated thinking about product something new, versus just trying to
positioning. But why even take the enormous risk of creating something new when the session will go into details on the AI
squeeze out more efficiency out of old
answer already sits on your shelf? What if merely transforming an existing product, with adoption challenges and best practices solutions? Take brand loyalty: What if
better-executed market positioning, and revitalized emphasis on the customer’s needs learned by working with global leaders we reversed the “loyalty equation”...
was all that was necessary for a successful premiere in the marketplace? using AI to ensure better customer what if brands tried to become more
experiences and revenue growth. loyal to the consumer, rather than just
In this inspiring talk, keynote speaker and Sprint SVP Robert Hackl will share how Sprint focusing inward? Loyalty to groups
was able to take the ordinary and make it extraordinary from the seemingly obvious. Marylou Maco
Chief Revenue Officer or organizations is about becoming
You’ll learn: part of a community, so we need to
Cognitivescale
• Why “customer first” is more than lip service ask ourselves: how can we become
part of the consumer journey and
• How to think differently about positioning your product show them that we are making an
• And the real steps anyone can take to transform an existing product into a “new” effort to be where they are, and to
product make things easy for them? Might we
Robert Hackl give a try to think that service is not
only what we do for the customer but
SVP of Leasing and Insurance
rather what we enable the customer
Sprint to do. In this workshop, we will explore
these questions and understand how
11:30 PROJECT ANALYSIS: The Textbook is Dying! Transform to Blended embracing customer communication
based on messaging versus picking
Learning Solutions Tied to Verifiable Learner Outcomes up the phone starts redefining loyalty
Under the tutelage of an educator or parent, we all learned our “ABC’s”...usually with which can contribute to happier and
a printed book; however, the traditional world of printed instructional and learning more satisfied customers, which results
content (i.e., textbooks) is changing rapidly. Come and see how Pearson K-12 Learning in happier and more engaged agents,
Services--a 175-year-old instructional and learning company--is transforming education and an overall extraordinary customer
experience.
and learning. In this session, you’ll learn how Pearson leverages “time-to-value”
metrics, co-developed verifiable outcomes, and digital strategies to enhance learning Joe Gagnon
engagement and positive learner outcomes. CEO
Sparkcentral
Jacob Rigoli
Vice President, Customer Success
Pearson

The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 9
DAY ONE
Tuesday, May 14
Track 1 OR Track 2
1:15 MASTERCLASS: Topic Being MASTERCLASS: What Does
Finalized it Take to Create a Champion
Service Brand? – and Is It
Worth It?
Understanding the economics
of service excellence, and the
implications of this for engaging
customers (and your staff talent) in
the future
 ichael Anderson
M expectations of customer’s experience
VP
Ember Group Canada
1:45 Business Meetings
2:15 Business Meetings
2:45 Business Meetings
3:15 I]nJ]>]BlXhdϒNetworking Break
The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 10
Track 1
3:45 PROJECT ANALYSIS:
Fundamentals of Digital
Transformation: Building
Capabilities to Support Digital
Innovation
Digital transformation is top of mind for
organizations working to stay relevant
in today’s market. This is especially
relevant when working to meet the
across multiple channels and services.
Chris addresses his journey laying the
foundation to drive meaningful digital
innovation through the American Airlines
Federal Credit Union. He will address:
• Curating a holistic picture of digital
transformation
• Creating a baseline of product
and integration to support digital
innovation
• Uniting product management,
process, channel design, and
technology
• Balancing internal capabilities with
external partnerships
 hristopher Danvers
C
VP Payments and Digital Services
American Airlines Federal
Credit Union
4:15 Business Meetings
4:45 Business Meetings
5:15 Comfort Break
OR Track 2
PROJECT ANALYSIS:
Influencing Customer
Behavior using Location Data
In today’s experience economy
and data-rich environment, finding
innovative ways to engage customers
where and when they are at is front
of mind for CX Executives. Location
Intelligence quite literally addresses
both initiatives. Discover how to
optimize proximity marketing averaging
location data. This session addresses:
• Optimizing location to deliver next
gen retail experience
• Driving service efficiency with location
monitoring
• Proactively engaging customers at
most impactful periods
• Implications of Privacy Protection and
GDPR
 ark Coffey
M
EVP of Strategic Partnerships
GasBuddy
DAY ONE
Tuesday, May 14
5:30 Wine-O-Clock Roundtable Discussion!
These excellent deeply interactive sessions put you with your industry peers and encourages the sharing of ideas, business best practices, and discussion around a topic that is relevant to your
common interests. Groups are capped at 10 participants to maintain discussion intimacy and for optimal acoustics. Preselection is required to guarantee admittance.
Roundtable 1
Customer-Focused
Innovation: Keeping Your
Brand Promise
Organizations that connect with
customers and deliver on a
relevant promise earn quantifiable
benefits such as retention, loyalty,
customer NPV and LCV. As a CX
leader, you should align functional
teams to deliver on service
expectations and production
goals by designing and delivering
experiences that meet customer
needs. Join this session with
Deborah Cornwell from USAA
to hear more about the role your
brand plays in driving world class
experiences:
• Design and deliver experiences
that meet member needs
• Align functional teams to
work across disciplines and
channels to deliver on service
expectations
• Increase member value, time
to value and to optimize cost
to serve
The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 11
OR Roundtable 2
Design Thinking to Align
the Business to Solve
Real Customer Problems
Managing your customer
relationships is a key function
for any business. Without a
solid framework for effective
customer relationship
management, service delivery
lacks consistency and valuable
relationships may suffer.
• Who owns digital
transformation at the C-level?
• How to assess technological
platforms to deliver maximum
value to the customer
• Understanding what is best for
the organization might not be
best for the customer
Anna Zulma McFadden
VP UX Design Lead
JP Morgan Chase
Tony Iero
GM VHT Digital Solutions
VHT
OR Roundtable 3
Using Analytics to Drive
Customer Behavior
In today’s experience
economy it’s more important
than ever to understand your
customer’s motivations and
behaviors. When you run every
day campaigns, based on
ethnography, understanding
brand perception can be driven
from careful consideration
of customer analytics. Tied
specifically to revenue
management, Zhenya’s role
analysis the customer’s behavior
through analytics and the direct
tie to bottom line:
• Filtering meaningful insights
through existing data
• Utilizing ethnography and
qualitative user data to drive
insights
• Painting the picture of
customer behavior and
impulse through data
Zhenya Korkina
Vice President Revenue
Management
Ferrara Candy Company
OR Roundtable 4 OR Roundtable 5
Building a Customer The Next Step in Your
Centric Organization - AI-Powered Customer
Translating Insights into a Experience Journey
B2B2C CX Roadmap It goes by many names: a digital
transformation, a re-architecting
Changing how an organization
of your customer experience or
thinks about its customers is not
improving the customer journey.
easy. As with any new initiative,
Regardless of name, successful
building positive momentum
organizations acknowledge
and buy-in is critical to long-
that true transformation only
term success. To accomplish
occurs when digital experiences
this, a team needs to have a
anticipate the needs of
clear understanding of the
customers to make personalized
objective(s), the plan and the
and proactive recommendations.
benefits for both the customer
and the company. While this may The question on everybody’s
be obvious to some, it takes time mind is: How is AI going to
to educate and enroll a cross- improve and enhance the
functional team. Jen Epp led this customer experience?
initiative at Breg, an Orthopedic
bracing company with a complex
customer base of orthopedic
clinicians, administrators, patients,
payors and more. Their goal is
to leverage a great customer
experience as a strategic and
competitive advantage in a
category with minimal perceived
differentiation.
DAY ONE
Tuesday, May 14
Session continued Session continued Session continued Session continued Session continued
Deborah Cornwell • Setting a clear strategy, aligned Join in the discussion to:
Executive Director, directly to company goals • Share best practices to
Senior Experience Owner • Picking the right partners leverage context and intent
USAA to improve the customer
• Engaging leadership and
Mark Pryor employees along the way experience across all your
Business Developmet • Defining customer loyalty drivers channels.
Manager • Discover how companies are
DATAMARK • Using journey mapping to
prioritize CX enhancements already using AI-powered
search and recommendations
• Partnering with sales technology to make business
reps, Breg’s key customer more personal
relationship managers
• Walk away with a step-by-step
Jen Epp maturity model to guide your
Director of Marketing, relevance journey
Customer Insights
Breg
Jeffrey Morrill
Senior Director Business
Development & Strategy
C Space

6:15 J]\bn]llXh]XhJ]u]Cocktail Reception

The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 12
DAY TWO
Wednesday, May 15
8:00 @ihonTillsή>]EXjjsαNetworking Breakfast 9:30 Business Meetings

8:20 Chairperson’s Opening Remarks 10:00 Business Meetings

Mario Matulich
Executive Director 10:30 Business Meetings
Customer Management Practice

11:00 PgiinaPXbebh`Networking Break

8:30 BENCHMARKING SESSION: Leading Through a People-Centric Lens:
Workforce Alignment Strategies, Processes and Systems PROJECT ANALYSIS: Predict Consumer Behavior Before
11:30
With employees as your most sustainable asset, optimizing your workforce is essential Developing a Product
to an excellent customer experience. Leading with a humanized approach, Melanie
will discuss the development of processes and systems to engage the workforce in a Anna Zulma McFadden
meaningful way. VP UX Design Lead
• Start with change management and leadership alignment JP Morgan Chase
• Get the right people and skills at the right place and time for the right cost
12:00 INDUSTRY INSIGHT: Modernizing The Contact Center For Results
• Align your workforce strategy with business objectives In this session learn how to deliver “frictionless” customer experiences. Pier 1 Imports
Melanie Penna
shares its formula of how it radically transformed its contact center in a very short
Senior Vice President of Customer Experience Workforce Alignment time with tremendous success. Learn how digital messaging channels and bots are
Comcast Cable changing the modern contact center. The future is about how businesses combine
human and bot interactions to drive efficiencies without sacrificing the customer
9:00 INDUSTRY INSIGHT: How CX Has Transformed the Role of the CMO experience.
Successful organizations share a deep understanding of how customer experience Lawrence Morrisroe
impacts the bottom line. Today’s CMOs must wear multiple hats, including democratizing Director of Product Marketing
insights and working closely with other lines of business to measure impact. This session Quiq
will highlight:

• How to build support for CX within your marketing organization
• Aligning executives with CX metrics through accountability Laurie Simpter
• Bringing the voice of the customer into the boardroom Senior Manager of Customer Relations
Judith Toland Pier 1 Imports
VP & Chief Marketing Officer
Life Fitness 12:30 Peb\]lmήPjo\mΑPo\mNetworking Lunch

The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 13
DAY TWO
Wednesday, May 15
1:30 Afternoon Tea Roundtable Discussion
These excellent deeply interactive sessions put you with your industry peers and encourages the sharing of ideas, business best practices, and discussion around a topic that is relevant to your
common interests. Groups are capped at 10 participants to maintain discussion intimacy and for optimal acoustics. Preselection is required to guarantee admittance. Topics include:

Roundtable 1 OR Roundtable 2 OR Roundtable 3 OR Roundtable 4 OR Roundtable 5

Hospitality Reimagined:
The Guest Experience
Program
Guest Experience Program
was born with the aim of
transforming an exhausting
experience into a personalized
experience. Data, KPIs,
Service Recovery, Digitization,
Analytics, all plays a big role in
transforming that experience
into something meaningful.
Join this session with Steve
Mayers to learn insights
and perspectives about
today’s dynamic environment
of disruptors, emerging
technologies and data analytics
– and the impact on the guest
experience into the future.
 teve Mayers
S innovation.
Chief Experience
Officer
Hartfield Jackson
Atlanta International
Airport
Process Innovation-
Designing Services and
Experiences for the Digital
Economy
In order to meet your customers
with the speed and efficiency
expected in today’s age of
immediate gratification, back
end services and process must
be designed to maximize speed.
With the level of digital innovation,
optimizing your channels to best
service the internal function
leads to customer satisfaction.
With the reiterative process
driven by customer empathy
through prototyping, testing
and implementation, Jennifer
addresses State Street’s journey
creating customer first digital
• Implement design thinking and
agile methods to improve CX
• Track customer feedback
following product release
• Understand customer
behaviors and pain points
• Co-create solutions with
employees and customers to
test and improve
J ennifer von Briesen
Vice President,
Globalization Governance
and Oversight Strategy
State Street Global
Services
Using Data to
Perfect the Customer
Experience
Today’s digital leaders have no
shortage of data or insights on
their customers. But how do
we leverage this data to create
more relevant experiences
for our customers? Through a
process of experimentation and
personalization, its possible to
deliver unique experiences to
our customers.
Join this roundtable as we
discuss:
• How to move from digital
guesswork to evidence-
based decision-making to
optimize digital commerce,
campaigns, and product
initiatives
• Practical examples of how
personalization can be
used to improve customer
experiences
 ichael O’Connell
M
Sr Director, Growth
Marketing
Optimizely
Arzan Devlaliwalla
Sr Director Global
Design and Research
Marriott International
Create a Team of CX
Heroes on Your Frontline
Jami Thomas
Senior Director of
Rental Sales
Zillow Group
  yan Stulak
R mission critical for most organizations
Sr. Director of Sales, VoC
Concentrix
CX DIY: Building Your Own
CX Capabilities and Teams
Developing, delivering and sustaining
competitive Customer Experiences
through the application of proven CX
techniques, approaches and tools is
today.
And while the best-practice
capabilities required for effective
CX Management (CXM) are clear,
different organizations need to
establish these CXM capabilities in
different ways.
To learn and discuss some of the
ways other leaders are approaching
this, join McorpCX, who have been
helping organizations build CXM
capabilities and teams for 18 years,
Jenn Oyler, VP Customer Experience
at Fleetcor, who are formalizing their
CX Capabilities.
We’ll review what these capabilities
are, and discuss what to develop in-
house, what to outsource, what to do
first, what works … and some of what
doesn’t.
 ichael Hinshaw
M
President and CEO
McorpCX
J enn Oyler
Global Vice President
Customer Experience and
Research
Fleetcor

The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 14
DAY TWO
Wednesday, May 15
2:15 Business Meetings
2:45 Business Meetings
3:15 Business Meetings
3:45 ?aolliϒH>sJ]Networking Break
Track 1
4:15 PROJECT ANALYSIS: Using
Omnichannel Feedback to
Elevate Service Quality
Customer service looks very different
than it did just a decade ago. We all
know a great CSAT score is important
for your business. It not only indicates
business success, but it can inspire
quality work from your team and drive
long-term customer loyalty. But you
need to give customers more freedom
and convenience and reduce the
effort it took to respond to surveys
to generate the data you can count
on. Join Norbert in this focused
group discussion to learn how he is
reinventing ways and strategies that
lead to an exceptional Omni Channel
Customer experience.
Norbert Stone
Vice President, Value-Added
Services
Hertz
4:45 Comfort Break
The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 15
OR Track 2
Understanding Customer
Experience - Creating a
Winning Culture
While attaining new customers have
a cost, emphasis should be given on
a holistic understanding of customers
from awareness to purchase to
consumption. Today’s customer
expects best in class experience which
starts primarily with the first touch point
delivered by your sales team. Join this
session with Stephen to learn:
• Create a thriving sales team who can
wow the customers of today
• Communication. Training. Empower
Jami Thomas
Senior Director of Rental Sales
Zillow Group
5:00 INDUSTRY INSIGHT: From Frustration to Success - A New Era of
Personalization for the Hyper-connected Customers
In the age of the hyper-connected consumer, delivering a personalized experience
is key. Overcoming organizational barriers and silos is the first step in aligning data
analytics, processes, technologies and infrastructure. This session we will discuss:
• Understand individual personas and behavior
• Leverage technology to help you understand your consumer
• Make organization design a key component of building an agile organization
5:30 BENCHMARKING SESSION: The Growth Specialist: Customer
Consultation as the New Customer Service
Amid rapid expansion since it’s fruition, WeWork has become a growth expert. Starting
with the sales team, Sam has taken an approach to customer service highlighting their
own expertise in growth to drive customer retention, upselling, and satisfaction. Moving
further, facilitating this mindset as the customer consultant throughout the business, this
model drives innovation, growth, and culture to the business and throughout the holistic
customer strategy. Sam will address:
• Accelerating customer growth through service consultations
• Proactively engaging cx pain points through data-driven analysis
• Creating thoughtful journey maps of entire customer lifetime value
• Balancing innovation with a structured process for efficiency
Sam Lee
SVP, Head of Growth
WeWork
6:00 ?a]]m]ΑQaXhdVioαCocktail Reception
DAY THREE
Thursday, May 16
8:00 TϒXq^oeesEoh`lsNetworking Breakfast

8:40 Chairperson’s Opening Remarks 10:00 Business Meetings

Mario Matulich
Executive Director 10:30 Business Meetings
Customer Management Practice

11:00 >]^il]VioPjebnNetworking Break

9:00 BENCHMARKING SESSION: Leading Enterprise wide CX
Transformation PROJECT ANALYSIS: When, Where, and How—Personalizing
11:30
In order to work through implementing new customer experience designs, first Customer Interactions in the Experience Economy
analyze and break down silos of data to make improvements through gradual steps.
With the evolving omnichannel environment meeting customers at the right time,
And the use of quantitative and qualitative data and Human-Centered Design
channel, and messaging is a method of differentiation and level of personalization
methods to improve customer experience is key.
executives strive for. Within an organization such as Kroger, all channels are active
In this session, Anahita Reilly will walk us through her customer experience maturity and essential for a differentiated experience. Kim will walk through her approach to
map and actions to unite the leadership team, map the customer journey and drive hyper-personalization to optimize the Financial Services Division, addressing:
transformation.
• Lead with customer data to gain a full understanding of customer base
• Understand beyond what your customers and employees say with deep assessment
• Take a scientific approach to physical, in person interactions
• Work together in a united front to achieve the overall objectives
• Creating experiences to increase customer well being
• Successfully deploy your CRM tool with data governance
Kimberly Busdieker
Anahita Reilly
CCO
Chief Customer Officer
Kroger Financial
U.S. General Services Administration (GSA)

12:00 BENCHMARKING SESSION: Customer Experience in the Supply

9:30 PROJECT ANALYSIS: An eLearning Journey Improves Customer
Chain
Experience Metrics (and saves money too)
Customers buy an experience, not just a product or service. Join this session to drive
Continuous improvement pogroms and processes abound. But a key component of the rise in customer-centric supply chain initiatives that create and protect value
all great experience management processes is associate learning and development. through collaborative programs developed hand in hand with customers.
In this session, you will learn how transitioning from live training workshops to an
eLearning platform (or how to greatly improve your current online learning) is all Richie Proud
about measuring results. By advancing (or improving) your service delivery training Vice President of Merchandise Planning, Allocation, and Product Insights
in an online environment, you can deliver growth in training compliance, customer Groupe Dynamite
satisfaction, and your Net Promoter Score (NPS). Join Bradly to learn, how he drives
consumer loyalty for Delaware North’s clients, associates and more than 500 million 12:30 Exchange Concludes
guests each year.
Bradly Sax
Global Director, Guest Experience
Delaware North

The Chief Customer Officer Exchange | May 14 - 16, 2019 | Radisson Blu Aqua Hotel, Chicago, IL | www.ccoexchangemay.com 16