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Customer Experience Ecosytem Agenda

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Agenda

CHOOSE BETWEEN TWO DIFFERENT COLLABORATION ZONES:

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:
Zone 1. Delivering Wholly Unique Experiences to Achieve Brand Loyalty
Zone 2. Capitalizing on Customer Analytics

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com

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Schedule-at-a-Glance is continuously updated as additional information becomes available.


SUNDAY, JULY 14, 2024 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Sunday to participate in Monday’s Networking Activity

MONDAY, JULY 15, 2024 | NETWORKING DAY

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

8:00 AM

Welcome Mimosa Breakfast: Exclusive to Leadership Council Members only*

For more information on the Customer Engagement Leadership Council, click here. [6]
For more information on the Growth Innovation Leadership Council, click here. [7]

9:00 AM

Scavenger Hunt at Universal CityWalk Orlando

Join us for an exhilarating scavenger hunt at Universal CityWalk Orlando, where every corner holds a clue and every twist leads to adventure! Race against time with newfound friends & feel the thrill of discovery as you navigate the vibrant CityWalk.  Ready, set, hunt! 

Lunch & Transportation to be provided.

3:00 PM

Sponsor Workshop

4:30 PM

Sponsor Registration & Orientation Reception

5:00 PM

Presenter & Thought Leader Orientation

An essential meeting for Headliners, Rockstars, Fab Facilitators, and confirmed Featured Thought Leaders to preview the event, highlight your roles, and network with fellow peers.

5:45 PM

Participant Meet ‘n’ Greet

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

6:30 PM

Welcome Networking Reception and Event Kickoff

Meet your fellow peers and colleagues as we engage in an icebreaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration. Dinner & passed hors d’oeuvres to be served.

TUESDAY, JULY 16, 2024 | GENERAL SESSION AND SOLUTION

8:00 AM

Continental Breakfast and Solutions Pavilion

8:30 AM

WELCOME and HEADLINER – From Buzzwords to Brass Tacks: CX in the New Era of AI

9:15 AM

Navigating Customer Experience 2024: A Frost & Sullivan Executive MindXchange

9:20 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:25 AM

CASE HISTORY - Validate to Innovate: CX Experimentation and Prototyping to Mitigate Risk and Drive ROI

9:55 AM

Solutions Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

10:25 AM

CONCURRENT COLLABORATION ZONES – Roundtables

Roundtables capture the power of all participants’ voices, insights, and experiences via group discussion and exploration of the issue at hand.

 
Choose one of the following zones:

Zone 1.
Ensuring a Seamless Multichannel Customer Journey

Zone 2.
Integrating Multiple Platforms and Channels to Deliver a Unified CX

11:25 AM

Session to Session Travel Time

11:30 AM

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid-fire, one-on-one meetings with leading solution providers – both intense and fulfilling.

12:05 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:05 PM

Session to Session Travel Time

1:10 PM

ASK THE EXPERTS! Panel Discussion – Investing in Your Customer’s CX Priorities

2:00 PM

Navigating Customer Experience 2024: A Frost & Sullivan Executive MindXchange

2:10 PM

The FIX - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between three themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience executives today. These are twenty-minute rapid-fire sessions with three rotations. First come, first serve, so choose wisely! Each brainstorming group will build upon the other to build a list of readily operationalized ideas for these common challenges.

The Fix on Engaging Employees to Provide the Best Service in a Virtual Workplace

The Fix on CX Surveys with Actionable Impact

The Fix on Leadership Development

3:30 PM

Solutions Pavilion, Briefing Sessions, Networking and Refreshments

4:15 PM

PEOPLE FIRST – Inventing New Experiences by Leveraging Human Centered Design

Benefit from two unique and consecutive perspectives on an opportunity we can all leverage for success

4:50 PM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

4:55 PM

CAPSTONE - Creating a Culture by Design

5:30 PM

Networking Reception

Let’s unwind together, and toast to a fantastic day and an even better evening filled with nothing less than laughter and pure joy! Cocktails & lite bites to be served.

6:00 PM

Top Golf Orlando

Join us for an unforgettable evening at Top Golf Orlando! Enjoy a blend of friendly competition, delicious food, and refreshing drinks in a vibrant atmosphere. Whether you’re a golf pro or a novice, you’ll have a blast aiming for the targets, mingling with fellow attendees, and soaking up the electric energy of it all. Don’t miss this chance to network & have fun– it’s going to be a night to remember! Transportation to be provided.

WEDNESDAY, JULY 17, 2024 | GENERAL SESSION, SOLUTIONS PAVILION AND EMPLOYEE EXPERIENCE TOUR

6:45 AM

Early Risers Walk @ Sunrise

Invigorate your body, mind, and soul as we take a relaxing stroll and watch the sunrise. It’s the perfect way to get ready for a great day of content and networking.

8:00 AM

Continental Breakfast and Solutions Pavilion

8:45 AM

ICE BREAKER and HEADLINER – Change that Inspires! Successfully Coopting Your CX Ecosystem

9:45 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:50 AM

Session to Session Travel Time

9:55 AM

COLLABORATION ZONE – Roundtable

Roundtables capture the power of all participants’ voices, insights, and experiences via group discussion and exploration of the issue at hand.
Zone 1.
Supercharge Your Customer Experience Through Personalization

10:55 AM

Solutions Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.
11:25 AM

Elevating Customer Experiences: Strategies and Approaches for Unlocking CX DNA

12:00 PM

Session to Session Travel Time

12:05 PM

INTERACTIVE – The Masterminds Meetup

Welcome to the World-Famous Masterminds Meetup, a session centered on a give-and-get collaborative exchange with fellow participants. Connect 1:1 with peers who share your challenges to get feedback, recommendations, and answers while reciprocating across the table.

Started a conversation you didn’t finish? Want to meet someone you didn’t have enough time to engage with? Invite them to join you at the Masterminds Meetup! It’s as easy as clicking on their name in the event app and entering “Join me at the Mastermind.”

12:40 PM

Networking Luncheon

1:20 PM

EXECUTIVE DIALOGUES – What it Takes Now to Make a Great Employee Experience

Benefit from two unique and consecutive perspectives on an opportunity we can all leverage for success
 

2:05 PM

INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

2:30 PM

Content for Customer Experience 2024: A Frost & Sullivan Executive MindXchange Concludes

EMPLOYEE EXPERIENCE TOUR
Orlando Health Medical Group Patient Access Center
"Team Members are the HEARTBEAT of Excellence"

Hosted By:
Jennifer Emsden, Orlando Health Director, Patient Access & the Access Center Leadership Team

During the tour, you will find a Team not only dedicated to helping patients find the best care in Central Florida, but also dedicated to each other and making the workplace fun. While we work hard every day, we also find creative ways to keep ourselves engaged, energized and challenged to be our best. As an employee of the Access Center you are treated as an individual, and a member of the family. We hold regular events where our Team can display their individuality, we celebrate both business and personal milestones, participate in local events, and find time to play games and celebrate throughout the week. We know that by taking care of our family, our Team Members, they will take care of our patients. Anyone new to the Access Center will find a collaborative, exciting, and busy environment where all are included in the fun.

Along the tour route through our building various Access Center Leaders and Team Members will speak to showcase the employee experience, culture and engagement, and how our team members are the overall success of our business.  The tour concludes with a roundtable/forum with Jennifer and several Leaders to deep dive further into what was shared and answer any questions.   Beverages and hors d’oeuvres will be served!

2:45 PM

Check-In for the Employee Experience Tour

Snacks and beverages will be provided
 
*Please note participation incurs an additional fee for those other than Leadership Council members. See the registration tab for details.

5:00 PM

Tour Concludes and Shuttle Departs for the Loews Royal Pacific Resort