The Must-Attend Summit for Experience Management Leaders
Detailed Agenda
Wednesday, November 20th 2024
6:00 PM - 9:00 PM — Welcome Reception
Enjoy drinks, food, and socializing as you meet and greet fellow attendees. Be entertained by a live magician, vibe to the beats from our DJ, and experience other exciting surprises that will make the evening special.
Thursday, November 21st 2024
8:00 AM - 9:00 AM — Registration and Breakfast
Enjoy breakfast and conversation as you connect with fellow attendees.
9:00 AM - 9:30 AM — Kickoff and Opening Remarks
Farzad Aref, CEO and Founder, Farlinium
9:30 AM - 10:00 AM — The XM Odyssey: Where We’ve Been, Where We Are, and What’s Next
Kyle Groff, Head of Presales Consulting, AMR, Qualtrics
10:00 AM - 10:30 AM — From Vision to Reality: How Leading Brands Achieve Omnichannel Excellence
Sean Holcombe, Head of Global Strategic Engagement & Sales, Qualtrics
10:30 AM - 11:15 AM — Magic with Orlando and Mid-Morning Break
11:15 AM - 11:45 AM — Enduring Excellence: 8 Years of Partnership, Vision, and Omni-Channel Success
John Draz, VP Member Experience Insights along with Jon Levenhagen, Contact Center Analytics and Experience Director, American Family Insurance, and Farzad Aref, CEO and Founder, Farlinium
11:45 AM - 12:15 PM — Marketplace Madness - Innovating Beyond Surveys to Drive Real Value for Customers and Stakeholders
Jacob Fenton, VP, Customer Experience and Insights, StockX
12:15 PM - 1:30 PM — Magic with Orlando and Lunch Break
1:30 PM - 2:00 PM — Bridging Mission and Strategy: Securing Funding for Omni-Channel CX Excellence
Cara Fields, Head of Global Customer Experiences & Technology, Zoetis
2:00 PM - 2:30 PM — From Implementation to Impact: Transforming Omni-Channel CX Through Alignment and Automation
Alejandra Martinez, Senior Director of Commercial Strategy & Insights, Virgin Voyages
2:30 PM - 3:00 PM — From Voices to Insights: Operationalizing Omni-Channel CX Through Speech Analytics
Angie Bloyer, Senior Enterprise Speech Analytics Manager, American Family Insurance
3:00 PM - 3:30 PM — Magic with Orlando and Afternoon Break
3:30 PM - 4:00 PM — Beyond Dashboards: Tying Omni-Channel CX Metrics to Key Business Value Drivers
Jen Jones, Senior Director of Customer Insights, Centene
4:00 PM - 5:00 PM — Roundtable Group Activity
5:00 PM - 7:00 PM — Happy Hour: Drinks and Light Eats
7:00 PM Onward — Dinner and Evening Entertainment
Join us for exclusive group dinners held in private settings across the property. These intentional gatherings are crafted to foster meaningful connections, grow your network, and extend the day's insights in an engaging atmosphere.
Friday, November 22nd 2024
8:00 AM - 8:45 AM — Breakfast and Networking
8:45 AM - 9:00 AM — Event Recap and Day 2 Kickoff
Farzad Aref, CEO and Founder, Farlinium
9:00 AM - 9:30 AM — From Insight to Impact: Driving Action with Stakeholder Alignment
Nicole Stowe-Podvin, Customer Experience Manager, Polaris
9:30 AM - 10:00 AM — Steering the CX Revolution: Aligning Vision with Drivers of Success
Lorraine Schumacher, CX Executive Advisor
10:00 AM - 10:30 AM — Break
10:30 AM - 11:30 AM — Roundtable Group Activity
11:30 AM - 12:30 PM — Group Presentations and Knowledge Exchange
1:00 PM Onward — Wrap Up and Optional Afternoon Activities
After lunch, enjoy an afternoon of relaxation or recreation. Choose to head out for reserved golf at the Cypress Course and Links Course, unwind at the resort spa, relax in cabanas and poolside, and leave at your leisure.
High-Level Agenda
Below is a high-level overview of the agenda - which will be MC'd by Orlando Hernandez, a close-up magician.
Wednesday, November 1, 2023
Welcome Reception
Enjoy drinks, delectable food, and socializing as you meet and greet fellow attendees and hear from our first speaker.
Thursday, November 2, 2023
Registration and Breakfast
Keynotes
Past, Present, Predictions: The Tech Trilogy of CX Analytics
Sid Banerjee, Qualtrics Global CX Strategy Officer and Founder of Qualtrics XM Discover
Humanizing AI: Building Empathy At Scale
Bruce Temkin, Head of the Qualtrics XM Institute
Customer Success Stories and Lunch
Workshops
Roundtable Discussion: Advancing CX in the Healthcare Payor Landscape
Lead: John Draz, VP of Member Experience Insights, UnitedHealthcare
Dive into a two-hour roundtable focused on the complexities of Customer Experience (CX) in the Healthcare Payor space. Participants will have the unique opportunity to share from their own programs, discuss pressing challenges, and ideate on pioneering solutions. Led by John Draz, a seasoned expert who has steered member experience initiatives for years at UHC, and supported by a professional facilitator, this discussion promises rich insights rooted in deep industry expertise.
What Participants Can Expect:
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Engage in a candid dialogue with peers under the guidance of a Healthcare Payor CX expert.
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Explore current challenges and collaboratively craft potential solutions.
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Leverage collective knowledge to shape the future strategies of CX within the Healthcare Payor domain
Friday, November 3, 2023
Breakfast, Knowledge Sharing, and Closing Ceremony
Speakers
Farzad Aref is the CEO of Farlinium, a leading customer experience consulting firm. With over 20 years of experience in the field, Farzad has developed a deep understanding of customer-centric strategies and emerging technologies. He has worked extensively with Fortune 500 companies, guiding them in their journey to become customer-obsessed organizations. Farzad’s expertise lies in leveraging customer feedback and conversations to drive actionable insights and improve overall customer experience. His visionary approach has earned him recognition as a thought leader in the industry. Farzad is a proven leader with a successful track record of transforming organizations and delivering impactful results. He is a certified CX practitioner.
Kyle Groff is the Head of Presales Consulting, AMR at Qualtrics, where he leads a team of industry practitioners who bring expertise in customer and employee experience to consultative engagements. With a deep background in customer experience strategy, Kyle has worked with major global brands, including Google, Amazon, and JPMC, to drive impactful outcomes. His leadership spans CX program design, journey mapping, and aligning clients with industry best practices to achieve success across omni-channel platforms.
Sean Holcombe is the SVP of Global Strategic Engagements at Qualtrics, with over 12 years of experience in the Experience Management space. As an executive advisor and client partner, Sean has worked with some of the world’s largest companies across industries like Financial Services, Technology, and Hospitality. In his role, he helps executive teams develop long-term, innovative strategies for enhancing experience delivery across operations. Sean is driven by solving tough challenges and fostering improvements both in business and life.
Jon Levenhagen is a visionary leader at the intersection of Experience Management (XM) and contact center innovation. With over 25 years of experience, Jon has expertly navigated customer analytics, VoC unstructured data, and call center operations to drive strategic transformations. Known for his thought leadership, Jon leverages emerging technologies to elevate customer experiences, using data-driven storytelling to prompt action. He has shared insights at ICMI, Clarabridge, Gartner, and Frost & Sullivan events.
John Draz is the Vice President of Member Experience Insights of a leading healthcare organization. With a strong dedication to customer experience, John is passionate about enhancing the experiences of the members they serve. With extensive experience in the field, he has a deep understanding of customer-centric strategies and data-driven insights. John’s expertise lies in driving member loyalty and engagement through innovative CX programs and initiatives.
Jen Jones is the Senior Director of Customer Insights at Centene. In this role, she is responsible for their Experience Research, Insights, and Measurement program. This includes aggregating customer experience and interaction data, establishing a consistent and standardized measurement program, developing listening posts to monitor critical touch points that have the greatest influence on key customer outcomes, and creating sustainable methods to deliver actionable insights to key decision makers. Jen has over 20 years of Customer Experience leadership experience and has used her empathy and passion for customer needs to build CX practices at Fortune 500 companies in 4 different industries throughout her career.
Angie Bloyer is the Manager of Business Analytics at American Family Insurance, a leading insurance provider. With a wealth of management experience, Angie brings expertise in customer experience, insight generation, process improvement, and Voice of Customer analytics. She leads the strategic development and implementation of speech analytics to drive business insights across all contact centers and targeted support departments across the American Family brand as well as enterprise operating companies.
Cara Fields is a transformational leader in customer experience and operations, currently serving as Head of Global Customer Experience & Technology at Zoetis. With a rich background spanning IT, marketing, communications, and corporate governance, she brings a holistic approach to customer perspectives. Cara has successfully driven commercial transformation initiatives across the healthcare and animal health industries, leveraging digital tools and insights to enhance customer experiences and operational efficiency.
Alejandra Martinez is a seasoned leader in experience management and omnichannel excellence, currently serving as Sr. Director of Commercial Strategy & Insights at Virgin Voyages. With more than 20 years of tourism and hospitality experience -- the last six spent at Virgin Voyages -- including previous leadership roles at Booking.com and Paramount Hospitality Management, Alejandra brings deep expertise in driving commercial insights, enhancing customer journeys, and implementing training and quality assurance programs. Her focus on seamless, data-driven strategies has helped elevate brand experiences across industries.
Nicole Stowe-Podvin is the Customer Experience Manager at Polaris Industries. Within this role she stood up the CXM division within Polaris, creating systems, tools, and processes to enhance and measure the overall experience for Polaris Off Road Vehicle customers. Critical to the success of the CXM team is having enhanced analytical capabilities to monitor the multiple Voice of Customer touchpoints across the Shop, Buy, Ride, Own customer journey with Polaris and their dealership network.
Jacob Fenton is the Vice President of Customer Experience and Insights at StockX, the world’s first stock market for things. With over 15 years of experience in e-commerce, crowdfunding, software, and IoT, Jacob is passionate about creating exceptional products and experiences for customers. He drives global go-to-market strategies, optimizes customer experience through promotional strategies and growth initiatives, and leads the global merchandising efforts across all verticals. As a certified customer experience professional (CXPA) and product marketing leader (PMA), Jacob has a proven track record of launching innovative products and services, and enhancing customer value and satisfaction.
Lorraine Schumacher, CCXP, is a passionate customer experience (CX) evangelist dedicated to helping organizations transform and elevate their CX strategies. With extensive expertise in CX management, voice of the customer (VoC) programs, and building customer-centric cultures, Lorraine has guided numerous organizations toward impactful CX outcomes. As an Executive Advisor, she educates and inspires corporate leaders on leveraging CX to drive business results. Lorraine’s practical approach, combined with her deep industry knowledge, makes her a sought-after speaker and mentor in the CX space, where she shares best practices and strategic insights to create exceptional customer experiences.
Orlando Hernandez is a captivating magician and the MC for our event, known for his mesmerizing performances that blend illusion with engagement. With over 20 years of experience in magic, Orlando has amazed audiences across various stages. His unique ability to connect with audiences through both his magical talent and charismatic presence makes him the perfect host for any occasion.
DJ Sneek is a dynamic and versatile DJ known for bringing energy and excitement to every event. With a passion for mixing diverse genres, DJ Sneek keeps the crowd engaged and the party going. Whether it's spinning at clubs, festivals, or private events, his unique style and infectious beats create an unforgettable experience for everyone on the dance floor.
Pain Points
- Anticipating and proactively addressing at-risk customers
- Limited visibility into key drivers of customer satisfaction
- Desire to achieve customer experience metrics while also reducing costs
- Agent experience and improving retention/reducing turnover
- Understanding how to apply empathy
- Better utilizing the rapidly evolving generative AI landscape
This is a description of your event.
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Farlinium