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December 2-4, 2018
Miami, FL

Exchange Day 3

8:00 am - 8:30 am Networking Breakfast

8:30 am - 9:00 am Chairperson’s Opening Remarks

8:45 am - 9:15 am Benchmarking Session - Leading CX Transformation is a Customer-Focused Tech Organization

Sue Martin - Global Vice President of Customer Service, Newegg.com
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Sue Martin

Global Vice President of Customer Service
Newegg.com

9:15 am - 9:45 am Project Analysis - Customer Experience Drivers Across Service Channels

Christie Jansen - Senior Director of Customer Experience and Compliance, UnitedHealth Group
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Christie Jansen

Senior Director of Customer Experience and Compliance
UnitedHealth Group

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 - Increase Employee Engagement with a Streamlined IT Solution

Scott Silberlust - Vice President, IT Finance & Administrative Services, Northwell Health
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Scott Silberlust

Vice President, IT Finance & Administrative Services
Northwell Health

11:45 am - 12:15 pm Benchmarking Session - Creating a Culture of Performance and Profitability with Employee and Customer Engagement

Kevin Gober - Sr. Director of Employee & Guest Experience, Atlanta Hawks
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Kevin Gober

Sr. Director of Employee & Guest Experience
Atlanta Hawks

12:15 pm - 12:45 pm Exchange Concludes