Agenda

Time Name Speakers Track Session Type Location Name
Monday, November 4, 2019
7:30 AM - 8:30 AMRegistration & Breakfast Networking OpportunityGreat Lakes Foyer
8:30 AM - 10:30 AMDigging for Customer Insights - The Science of Asking Great QuestionsVoC & Customer-Driven DesignWorkshopShedd B
8:30 AM - 10:30 AMHow to Build a CX Practice that Punches Above Your WeightTransformation & LeadershipWorkshopAnalysis
8:30 AM - 10:30 AMRock the Always-On Customer Journey: Customer Data Platform (CDP) Use Cases, Core Capabilities, and Data StrategyCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower A
8:30 AM - 10:30 AMThe Right Way to Buy CX TechnologyDigital Operations & PlatformsWorkshopShedd A
8:30 AM - 10:30 AMUsing Personas to Fuel Digital Experiences that Drive DemandCustomer JourneyBootcamp: Customer JourneyWater Tower B
8:30 AM - 10:30 AMWorkshop 4 WorkshopArchitecture
10:30 AM - 11:00 AMNetworking Break Networking OpportunityGreat Lakes Foyer
11:00 AM - 1:00 PMCDPs in Your MarTech Stack: Practical Integration Strategies that Deliver Significant ResultsCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower A
11:00 AM - 1:00 PMCisco Case Study: How Strategic Content Operations Lie at the Heart of Great Customer ExperienceTransformation & LeadershipWorkshopShedd A
11:00 AM - 1:00 PMGDPR, PIPEDA, LGDP, CCPA… Are we done yet? How to survive the coming privacy tsunamiCustomer Data & AnalyticsWorkshopAnalysis
11:00 AM - 1:00 PMHands-on Journey Mapping LabCustomer JourneyBootcamp: Customer JourneyWater Tower B
11:00 AM - 1:00 PMWhy Personalization is NOT Working?AI, Machine Learning & AutomationWorkshopArchitecture
11:00 AM - 1:00 PMYour Perfect Day: An Amazingly Simple way to InnovateVoC & Customer-Driven DesignWorkshopShedd B
1:00 PM - 2:00 PMCDP Focus Group & LunchDigital Operations & PlatformsNetworking OpportunityWater Tower A
1:00 PM - 2:00 PMFocus Group 1 & LunchAI, Machine Learning & AutomationNetworking OpportunityShedd A
1:00 PM - 2:00 PMFocus Group 2 & LunchCustomer Data & AnalyticsNetworking OpportunityShedd B
1:00 PM - 2:00 PMFocus Group 4 & LunchTransformation & LeadershipNetworking OpportunityWater Tower B
1:00 PM - 2:00 PMLunch & Learn: How Johnson & Johnson defeated IT Fragmentation and scaled Enterprise Mobility Networking OpportunityAnalysis
1:00 PM - 2:00 PMLunch & Learn: The ‘P’ Word: People at The Center of Personalization Networking OpportunityArchitecture
2:00 PM - 4:00 PMManaging the Empowered Customer: How to build a Voice of the Customer Program that Fits into your Marketing FormulaVoC & Customer-Driven DesignWorkshopShedd B
2:00 PM - 4:00 PMSuccessful Engagement: The Neuroscience of Decision MakingCustomer JourneyBootcamp: Customer JourneyWater Tower B
2:00 PM - 3:00 PMThe CDP Software Market: Landscape Overview, Vendor Differentiation & Procurement StrategiesCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower A
2:00 PM - 4:00 PMWorkshop 11 WorkshopAnalysis
2:00 PM - 4:00 PMWorkshop 12 WorkshopArchitecture
2:00 PM - 4:00 PMWorkshop: Delivering Experience Consistency from the Mayhem of 500 Content ManagersDigital Operations & PlatformsWorkshopShedd A
3:00 PM - 4:00 PMCDP Test Drives: Orchestration and Activation DemonstrationsCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower A
4:00 PM - 5:30 PMWelcome Reception Networking OpportunityGreat Lakes ABCD
Tuesday, November 5, 2019
6:30 AM - 7:30 AMMorning Yoga Networking OpportunityLevel 33
7:30 AM - 8:30 AMRegistration & Breakfast Networking OpportunityGreat Lakes ABCD
8:30 AM - 8:45 AMWelcome Address Keynote AddressGreat Lakes EFG
8:45 AM - 9:15 AMThe Path To Journey ManagementTransformation & LeadershipKeynote AddressGreat Lakes EFG
9:15 AM - 9:30 AMCase Study Case StudyGreat Lakes EFG
9:45 AM - 10:45 AMFrom Fragmentation to a Unified Digital Experience & Standardized Developer Experience  Analysis
9:45 AM - 10:45 AMInnovation Spotlight 1 Innovation SpotlightAnalysis
9:45 AM - 10:45 AMInnovation Spotlight 2 Innovation SpotlightArchitecture
9:45 AM - 10:45 AMInnovation Spotlight 3 Innovation SpotlightShedd A
9:45 AM - 10:45 AMInnovation Spotlight 4 Innovation SpotlightShedd B
9:45 AM - 10:45 AMInnovation Spotlight 5 Innovation SpotlightWater Tower A
9:45 AM - 10:45 AMInnovation Spotlight 6 Innovation SpotlightWater Tower B
9:45 AM - 10:45 AMThe Moment of Impact: Using AI to Fuel Individualized Experiences  Water Tower B
9:45 AM - 10:45 AMWinning in the Digital Experience Economy  Shedd A
10:45 AM - 11:45 AMRefreshments, Networking & Innovation Theater Networking OpportunityGreat Lakes ABCD
11:45 AM - 12:30 PMBreakout 4 BreakoutAnalysis
11:45 AM - 12:30 PMBreakout 5 BreakoutArchitecture
11:45 AM - 12:30 PMCase Study: Nutrafol's Customer Data Platform (CDP) Procurement, Implementation and ActivationDigital Operations & PlatformsBreakoutShedd B
11:45 AM - 12:30 PMLive Tour: Machine Learning + Human EmpathyTransformation & LeadershipBreakoutWater Tower A
11:45 AM - 12:30 PMTake Your DX Stack to a CX StackDigital Operations & PlatformsBreakoutWater Tower B
11:45 AM - 12:30 PMWeb vs. Native: Choosing the Right Approach for Your Digital JourneyDigital Operations & PlatformsBreakoutShedd A
12:30 PM - 1:45 PMBirds of a Feather Lunch featuring the Innovation Theater Networking OpportunityGreat Lakes ABCD
1:45 PM - 2:30 PMAI for 1:1 Marketing — The State and Evolution of Shutterfly’s MarTech StackAI, Machine Learning & AutomationBreakoutWater Tower B
1:45 PM - 2:30 PMBreakout 7 BreakoutAnalysis
1:45 PM - 2:30 PMBreakout 8 BreakoutArchitecture
1:45 PM - 2:30 PMDriving Your CDP: Orchestration and Activation OverviewCustomer Data & AnalyticsBreakoutShedd A
1:45 PM - 2:30 PMGrowing Membership: Moving From Transaction to AttractionTransformation & LeadershipBreakoutShedd B
1:45 PM - 2:30 PMTaming the Chaos: 7 Principles of Mindful Digital TransformationTransformation & LeadershipBreakoutWater Tower A
2:30 PM - 3:30 PMRefreshments, Networking & Innovation Theater Networking OpportunityGreat Lakes ABCD
3:30 PM - 3:45 PMWhy Messaging is a Means for Digital TransformationDigital Operations & PlatformsDX TalksGreat Lakes EFG
3:45 PM - 4:00 PMScaling VoC Culture Across the OrganizationVoC & Customer-Driven DesignDX TalksGreat Lakes EFG
4:00 PM - 4:15 PMLessons Learned by Lyft: Building an AI-driven Marketing & Experience Automation PlatformDigital Operations & PlatformsDX TalksGreat Lakes EFG
4:15 PM - 4:30 PMCase Study Case StudyGreat Lakes EFG
4:30 PM - 5:00 PMThe Seven Habits of Highly Forgettable PeopleTransformation & LeadershipKeynote AddressGreat Lakes EFG
5:00 PM - 6:30 PMTaste of Chicago Networking Reception Networking OpportunityGreat Lakes ABCD
Wednesday, November 6, 2019
6:30 AM - 7:30 AMMorning Yoga Networking OpportunityLevel 33
7:30 AM - 8:30 AMRegistration & Breakfast Networking OpportunityGreat Lakes ABCD
8:30 AM - 8:45 AMWelcome Address Keynote AddressGreat Lakes EFG
8:45 AM - 9:15 AMFocusing on Customer Behavior Is the Key to Simplifying Their Journey Keynote AddressGreat Lakes EFG
9:15 AM - 9:30 AMCase Study Case StudyGreat Lakes EFG
9:45 AM - 10:45 AMInnovation Spotlight 10 Innovation SpotlightShedd B
9:45 AM - 10:45 AMInnovation Spotlight 11 Innovation SpotlightWater Tower A
9:45 AM - 10:45 AMInnovation Spotlight 12 Innovation SpotlightWater Tower B
9:45 AM - 10:45 AMInnovation Spotlight 7 Innovation SpotlightAnalysis
9:45 AM - 10:45 AMInnovation Spotlight 8 Innovation SpotlightArchitecture
9:45 AM - 10:45 AMInnovation Spotlight 9 Innovation SpotlightShedd A
10:45 AM - 11:45 AMRefreshments, Networking & Innovation Theater Networking OpportunityGreat Lakes ABCD
11:45 AM - 12:30 PMBreakout 15 BreakoutAnalysis
11:45 AM - 12:30 PMBreakout 16 BreakoutArchitecture
11:45 AM - 12:30 PMBreakout 17 BreakoutWater Tower A
11:45 AM - 12:30 PMHow HubSpot Created Our First-Ever 'Voice of the Customer' ProgramVoC & Customer-Driven DesignBreakoutWater Tower B
11:45 AM - 12:30 PMMaking Chat and Voice Bots Scalable, Portable and ReusableAI, Machine Learning & AutomationBreakoutShedd A
11:45 AM - 12:30 PMPanel Discussion: How to Select DX Technology Using an Agile ApproachDigital Operations & PlatformsPanel DiscussionShedd B
12:30 PM - 1:45 PMNetworking Lunch featuring the Innovation Theater Networking OpportunityGreat Lakes ABCD
1:45 PM - 2:00 PMThe Best CX Starts with Employee Experience DX TalksGreat Lakes EFG
2:00 PM - 2:15 PMHow Curiosity Fuels TransformationTransformation & LeadershipDX TalksGreat Lakes EFG
2:15 PM - 2:30 PMDX Talk DX TalksGreat Lakes EFG
2:30 PM - 3:15 PMThe 5 Principles of a World-Class Customer ExperienceTransformation & LeadershipKeynote AddressGreat Lakes EFG
3:15 PM - 3:30 PMDX Summit Farewell  Great Lakes EFG