Ultimate CX Conference

11:15 AM - 11:20 AM ET

Opening Remarks

Ivan Pollard, Center Leader, Marketing & Communications, The Conference Board

11:20 AM - 11:55 AM ET

The Head of Global Customer Experience at Hitachi on What It Takes to Drive Customer-Centric Culture Effectively

To open our conference we welcome Tabitha Dunn, Head of Global Customer Experience at Hitachi, who will draw from experiences building CX functions in multiple companies and sectors to share what it takes to drive a customer-centric culture - including structures, metrics, influence, and change management.

Tabitha Dunn, Head of Global Customer Experience, Hitachi

Ivan Pollard, Center Leader, Marketing & Communications, The Conference Board

12:00 PM - 12:35 PM ET

How AI Is Remaking the Customer Experience at Lemonade

This past June, the insurance company Lemonade set a world record by approving an insurance claim in two seconds, achieving this feat by leveraging AI and machine learning to revolutionize claims processing. We welcome Lemonade’s Chief Claims Officer to share how customer-centric and empathetic use of AI can reshape the customer experience.

Sean Burgess, Chief Claims Officer, Lemonade

Tom Grothues, Program Director, Customer Experience Council, The Conference Board

12:40 PM - 01:15 PM ET

The Chief Experience Officer of Northwell Health on Empathy-Based Transformation

Northwell Health's Sven Gierlinger brings multiple unique perspectives on transforming the patient experience. Having served as a luxury hotel executive earlier in his career, it wasn't until he spent three months in hospitals as a patient himself that he was personally motivated to challenge the status quo in healthcare. Now at Northwell Health, one of the largest integrated delivery networks in the country, he is driving cultural transformation grounded in patient centeredness and empathy.

In this conversation, learn how the patient experience is being reshaped at Northwell Health, from bringing in a Michelin-starred chef to help overhaul the way hospital kitchens were being run to leveraging technology to enhance healthcare access and human connections.

Sven Gierlinger, Senior Vice President, Chief Experience Officer, Northwell Health

Ivan Pollard, Center Leader, Marketing & Communications, The Conference Board

01:45 PM - 02:15 PM ET

Creating an Inspiring Fan Experience, Win or Lose, with the Oklahoma City Thunder

The Oklahoma City Thunder basketball team can't guarantee a win every time -- but they can guarantee a customer experience for attendees and fans that creates connection and cements loyalty. Hear how each employee becomes part of that experience, and what other sectors can learn from it.

Joy Joslin, Director, Guest Relations & Safety, Oklahoma City Thunder

02:20 PM - 02:50 PM ET

Case Study: How FORVIS Created a Culture Focused on "Unmatched Client Experience"

How can a combination of equals, in one of the largest mergers in accounting history, come together with one mission and purpose to deliver industry-leading CX? For FORVIS, the answer centered on a shared purpose of helping those they serve unlock their full potential by "Delivering an Unmatched Client Experienceâ„¢." Learn how a remarkable culture building campaign - including a book - and unique client experiences led to a Net Promoter Score vaulting far above the industry average.

Gregory A. Cole, Chief Marketing Officer, FORVIS

Alice Harrison, Senior Director, Strategic Communications, FORVIS

02:55 PM - 03:25 PM ET

Empowering Every Employee to Be an Experience Leader

Perhaps more than ever before, organizations understand that the employee experience is crucial to great customer experience. Gain practical examples of how organizations are using communications, technology, and flexibility to empower and inspire frontline employees.

Dea Katel Fischer, Senior Director, Global Head of Culture, Communications, and Impact, Squarespace

Mandy Mooney, Director of Internal Communications, Prologis

Danielle Badler, Program Director, The Conference Board

03:25 PM - 03:30 PM ET

Closing Remarks

Ivan Pollard, Center Leader, Marketing & Communications, The Conference Board

03:35 PM - 04:00 PM ET

Networking Discussion: Challenges, Opportunities, and Takeaways

Connect with fellow CX leaders "face-to-face" via Zoom to share insights on challenges and opportunities for the coming year and takeaways from the first day of the program.

Denise Dahlhoff, Ph.D., Director, Marketing & Communications Research, The Conference Board