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 AMCDP Bootcamp: Rock the Always-On Customer Journey: Customer Data Platform (CDP) Use Cases, Core Capabilities, and Data StrategyCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower B
8:30 AM - 10:30 AMCJ Bootcamp: Using Personas to Fuel Digital Experiences that Drive DemandCustomer JourneyBootcamp: Customer JourneyWater Tower A
8:30 AM - 10:30 AMWorkshop: Digging for Customer Insights - The Science of Asking Great QuestionsVoC & Customer-Driven DesignWorkshopShedd B
8:30 AM - 10:30 AMWorkshop: How to Build a CX Practice that Punches Above Your WeightTransformation & LeadershipWorkshopArchitecture
8:30 AM - 10:30 AMWorkshop: The Right Way to Buy CX TechnologyDigital Operations & PlatformsWorkshopShedd A
10:30 AM - 11:00 AMNetworking Break Networking OpportunityWater Tower AB Foyer
11:00 AM - 1:00 PMCDP Bootcamp: CDPs in Your MarTech Stack – Practical Integration Strategies that Deliver Significant ResultsCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower B
11:00 AM - 1:00 PMCJ Bootcamp: Hands-on Journey Mapping LabCustomer JourneyBootcamp: Customer JourneyWater Tower A
11:00 AM - 1:00 PMWorkshop: Cisco Case Study – How Strategic Content Operations Lie at the Heart of Great Customer ExperienceTransformation & LeadershipWorkshopShedd A
11:00 AM - 1:00 PMWorkshop: Why Personalization is NOT Working?AI, Machine Learning & AutomationWorkshopArchitecture
11:00 AM - 1:00 PMWorkshop: Your Perfect Day – An Amazingly Simple way to InnovateVoC & Customer-Driven DesignWorkshopShedd B
1:00 PM - 2:00 PMFocus Group & Lunch: Does Data-Driven Marketing Crush Creativity?Digital Operations & PlatformsNetworking OpportunityWater Tower B
1:00 PM - 2:00 PMLunch & Learn: How Johnson & Johnson defeated IT Fragmentation and scaled Enterprise MobilityDigital Operations & PlatformsNetworking OpportunityShedd A
1:00 PM - 2:00 PMLunch & Learn: The ‘P’ Word: People at The Center of PersonalizationVoC & Customer-Driven DesignNetworking OpportunityWater Tower A
1:00 PM - 2:00 PMNetworking Lunch Networking OpportunityShedd B
1:00 PM - 2:00 PMNetworking Lunch Networking OpportunityArchitecture
2:00 PM - 3:00 PMCDP Bootcamp: The CDP Software Market – Landscape Overview, Vendor Differentiation & Procurement StrategiesCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower B
2:00 PM - 4:00 PMCJ Bootcamp: Successful Engagement – The Neuroscience of Decision MakingCustomer JourneyBootcamp: Customer JourneyWater Tower A
2:00 PM - 4:00 PMWorkshop: Delivering Experience Consistency from the Mayhem of 500 Content ManagersDigital Operations & PlatformsWorkshopShedd A
2:00 PM - 4:00 PMWorkshop: GDPR, PIPEDA, LGDP, CCPA… Are we done yet? Let’s create your present and future privacy compliance plan!Customer Data & AnalyticsWorkshopArchitecture
2:00 PM - 4:00 PMWorkshop: Managing the Empowered Customer – How to build a Voice of the Customer Program that Fits into your Marketing FormulaVoC & Customer-Driven DesignWorkshopShedd B
3:00 PM - 4:00 PMCDP Bootcamp: CDP Test Drives – Orchestration and Activation DemonstrationsCustomer Data PlatformsBootcamp: Customer Data PlatformWater Tower B
4:00 PM - 5:30 PMWelcome Reception Networking OpportunityGreat Lakes ABCD
Tuesday, November 5, 2019
6:30 AM - 7:30 AMYoga Elevated 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 AMKeynote Address: The Path To Journey ManagementTransformation & LeadershipKeynote AddressGreat Lakes EFG
9:15 AM - 9:30 AMCase Study: How a Top Gaming Company is Winning with Unified DataCustomer Data & AnalyticsCase StudyGreat Lakes EFG
9:45 AM - 10:00 AMCompete and Win in the Digital Experience EconomyCustomer JourneySponsor SpotlightShedd A
9:45 AM - 10:00 AMDiscover Financial Services Reaches #1 J.D. Power Ranking with Concentrix Conversational Virtual AssistantAI, Machine Learning & AutomationSponsor SpotlightShedd B
9:45 AM - 10:00 AMFrom Fragmentation to a Unified Digital Experience & Standardized Developer ExperienceCustomer Data & AnalyticsSponsor SpotlightWater Tower A
9:45 AM - 10:00 AMThe Moment of Impact: Using AI to Fuel Individualized ExperiencesAI, Machine Learning & AutomationSponsor SpotlightWater Tower B
10:05 AM - 10:20 AMCompete and Win in the Digital Experience EconomyCustomer JourneySponsor SpotlightShedd A
10:05 AM - 10:20 AMDiscover Financial Services Reaches #1 J.D. Power Ranking with Concentrix Conversational Virtual AssistantAI, Machine Learning & AutomationSponsor SpotlightShedd B
10:05 AM - 10:20 AMFrom Fragmentation to a Unified Digital Experience & Standardized Developer ExperienceCustomer Data & AnalyticsSponsor SpotlightWater Tower A
10:05 AM - 10:20 AMThe Moment of Impact: Using AI to Fuel Individualized ExperiencesAI, Machine Learning & AutomationSponsor SpotlightWater Tower B
10:25 AM - 10:40 AMCompete and Win in the Digital Experience EconomyCustomer JourneySponsor SpotlightShedd A
10:25 AM - 10:40 AMDiscover Financial Services Reaches #1 J.D. Power Ranking with Concentrix Conversational Virtual AssistantAI, Machine Learning & AutomationSponsor SpotlightShedd B
10:25 AM - 10:40 AMFrom Fragmentation to a Unified Digital Experience & Standardized Developer ExperienceCustomer Data PlatformsSponsor SpotlightWater Tower A
10:25 AM - 10:40 AMThe Moment of Impact: Using AI to Fuel Individualized ExperiencesAI, Machine Learning & AutomationSponsor SpotlightWater Tower B
10:45 AM - 11:45 AMRefreshments, Networking & Innovation Theater Networking OpportunityGreat Lakes ABCD
10:55 AM - 11:10 AMInnovation Theater: Insight-Driven Innovation: How To Crack The CX Challenge Innovation TheaterGreat Lakes ABCD
11:20 AM - 11:35 AMInnovation Theater: Powering Smart Cities and Intelligent EnterprisesCustomer Data & AnalyticsInnovation TheaterGreat Lakes ABCD
11:45 AM - 12:30 PM5 Innovative Tools To Overcome Your Most Common Digital Transformation ChallengesTransformation & LeadershipBreakoutAnalysis
11:45 AM - 12:30 PMCase Studies on Customer Data Platform (CDP) Procurement, Implementation and ActivationDigital Operations & PlatformsBreakoutWater Tower B
11:45 AM - 12:30 PMGreat Digital Experiences: Using Customer Intelligence to ExcelTransformation & LeadershipBreakoutArchitecture
11:45 AM - 12:30 PMMachine Learning and Human Empathy at ArmoireTransformation & LeadershipBreakoutShedd B
11:45 AM - 12:30 PMTake Your DX Stack to a CX StackDigital Operations & PlatformsBreakoutWater Tower A
11:45 AM - 12:30 PMWeb vs. Native: Choosing the Right Approach for Your Digital JourneyDigital Operations & PlatformsBreakoutShedd A
12:30 PM - 1:45 PM Birds 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 PMCDPs: Choosing the Right Type for Your Customer Data StrategyCustomer Data & AnalyticsBreakoutArchitecture
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 PMReimagining the Customer Experience at the Point of CareVoC & Customer-Driven DesignBreakoutAnalysis
1:45 PM - 2:30 PMRemoving Obstacles On and Off the Mat: Crafting Your New CX StrategyTransformation & LeadershipBreakoutWater Tower A
2:30 PM - 3:30 PMRefreshments, Networking & Innovation Theater Networking OpportunityGreat Lakes ABCD
2:40 PM - 2:55 PMInnovation Theater: Betting on RetentionVoC & Customer-Driven DesignInnovation TheaterGreat Lakes ABCD
3:05 PM - 3:20 PMInnovation Theater: Moving Beyond Traditional CX Metrics: Using Experience Data to Deliver the “Why” Behind the Digital Customer ExperienceCustomer Data & AnalyticsInnovation TheaterGreat Lakes ABCD
3:30 PM - 3:45 PMDX Talk: Why Messaging is a Means for Digital TransformationDigital Operations & PlatformsDX TalkGreat Lakes EFG
3:45 PM - 4:00 PMDX Talk: Scaling VoC Culture Across the OrganizationVoC & Customer-Driven DesignDX TalkGreat Lakes EFG
4:00 PM - 4:15 PMDX Talk: Lessons Learned by Lyft – Building a Machine Learning-driven Marketing & Experience Automation PlatformDigital Operations & PlatformsDX TalkGreat Lakes EFG
4:15 PM - 5:00 PMKeynote Address: The Four 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 AMYoga Elevated Networking OpportunityLevel 33
7:30 AM - 8:45 AMRegistration & Breakfast Networking OpportunityGreat Lakes ABCD
8:45 AM - 9:00 AMChasing the Personalization Brass Ring: Insights from the 2020 State of Digital CX Report Keynote AddressGreat Lakes EFG
9:00 AM - 9:30 AMKeynote Address: Focusing on Customer Behavior Is the Key to Simplifying Their JourneyCustomer JourneyKeynote AddressGreat Lakes EFG
9:45 AM - 10:00 AMCoordinated Marketing to Build Brand Trust with the Lytics CDPCustomer JourneySponsor SpotlightWater Tower A
9:45 AM - 10:00 AMDigital Experience In Action: Turn Customers into Lifelong FansCustomer JourneySponsor SpotlightShedd A
9:45 AM - 10:00 AMDriven by Their Opinion: How to Win in the Feedback EconomyTransformation & LeadershipSponsor SpotlightWater Tower B
9:45 AM - 10:00 AMWhy Savvy Businesses Should Lead with a Digital Experience PlatformDigital Operations & PlatformsSponsor SpotlightShedd B
10:05 AM - 10:20 AMCoordinated Marketing to Build Brand Trust with the Lytics CDPCustomer JourneySponsor SpotlightWater Tower A
10:05 AM - 10:20 AMDigital Experience In Action: Turn Customers into Lifelong FansCustomer JourneySponsor SpotlightShedd A
10:05 AM - 10:20 AMDriven by Their Opinion: How to Win in the Feedback EconomyTransformation & LeadershipSponsor SpotlightWater Tower B
10:05 AM - 10:20 AMWhy Savvy Businesses Should Lead with a Digital Experience PlatformDigital Operations & PlatformsSponsor SpotlightShedd B
10:25 AM - 10:40 AMCoordinated Marketing to Build Brand Trust with the Lytics CDPCustomer JourneySponsor SpotlightWater Tower A
10:25 AM - 10:40 AMDigital Experience In Action: Turn Customers into Lifelong FansCustomer JourneySponsor SpotlightShedd A
10:25 AM - 10:40 AMDriven by Their Opinion: How to Win in the Feedback EconomyTransformation & LeadershipSponsor SpotlightWater Tower B
10:25 AM - 10:40 AMWhy Savvy Businesses Should Lead with a Digital Experience PlatformDigital Operations & PlatformsSponsor SpotlightShedd B
10:45 AM - 11:45 AMNetworking & Refreshments Networking OpportunityGreat Lakes ABCD
11:45 AM - 12:30 PMCustomer Data Platforms: Back to BasicsCustomer Data & AnalyticsBreakoutAnalysis
11:45 AM - 12:30 PMGrowing Pains: Increasing Digital Maturity for Business SuccessDigital Operations & PlatformsBreakoutArchitecture
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 PMMoving Change through the Enterprise to Drive CXTransformation & LeadershipBreakoutWater Tower A
11:45 AM - 12:30 PMPanel Discussion: How to Select DX Technology Using an Agile ApproachDigital Operations & PlatformsBreakoutShedd B
12:30 PM - 1:45 PMNetworking Lunch Networking OpportunityGreat Lakes ABCD
1:45 PM - 2:00 PMDX Talk: The Best CX Starts with Employee ExperienceDigital Operations & PlatformsDX TalkGreat Lakes EFG
2:00 PM - 2:15 PMDX Talk: How Curiosity Fuels TransformationTransformation & LeadershipDX TalkGreat Lakes EFG
2:15 PM - 2:30 PMDX Talk: When Robocops Rule – Ethics, Design and The Future of Human-Centered Data ScienceAI, Machine Learning & AutomationDX TalkGreat Lakes EFG
2:30 PM - 3:15 PMKeynote Address: The 6 Principles of a World-Class Customer ExperienceTransformation & LeadershipKeynote AddressGreat Lakes EFG
3:15 PM - 3:30 PMDX Summit Farewell  Great Lakes EFG