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19TH Annual

Ultimate CX Conference

Today We Are All a CXO

DECEMBER 06 - 07, 2023

Virtual Meeting

Learn more about becoming a sponsor 

Today We Are All a CXO

In our latest C-Suite Outlook survey, over 65% of CEOs said they would be increasing investment in the next two years in improving the customer experience. Of eighteen different marketing and communications line items, this was the top choice that they made. When the simplicity of this intent from the CEO meets the complexity of the modern customer experience managed by the marketing, technology, customer and sales teams, magic can happen.

At this year’s conference, we will examine what we’ve learned and answer the questions that are top of mind, including: what will shape our CX strategies as we go forward? What do we need from those CEOs to get the job done? And how will we prove progress? Join fellow CX practitioners to hear from leaders of some of the world’s most relevant brands as we explore what comes next to accelerate the practice of understanding each customer, intercepting them at the moments that matter, delighting them with their experience, and profiting in the long term.

Who Should Attend: This conference is designed especially for senior-level professionals and their teams responsible for shaping and executing their end-to-end customer experience strategies.  From marketers to insights to sales to communicators to data scientists – all are involved and all are welcome.

Speaking Opportunities: speaking@tcb.org 
Marketing Partnerships: shawn.lin@tcb.org
Sponsorships Opportunities: megan.hoole@tcb.org
Group Registrations: ukou@tcb.org

Speakers

Conference Agenda

Wednesday, December 06, 2023

11:15 AM - 11:20 AM ET

Opening Remarks




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11:20 AM - 11:55 AM ET

The Head of Global Customer Experience at Hitachi on What It T…

To open our conference we welcome Tabitha Dunn, Head of Global Customer Experience at Hitachi, who will draw from experiences building CX functions in …

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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 …

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12:40 PM - 01:15 PM ET

The Chief Experience Officer of Northwell Health on Empathy-Ba…

Northwell Health's Sven Gierlinger brings multiple unique perspectives on transforming the patient experience. Having served as a luxury hotel executi …

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01:45 PM - 02:15 PM ET

Creating an Inspiring Fan Experience, Win or Lose, with the Ok…

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 …

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02:20 PM - 02:50 PM ET

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

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-l …

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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 …

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03:25 PM - 03:30 PM ET

Closing Remarks




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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 fi …

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Thursday, December 07, 2023

11:15 AM - 11:20 AM ET

Opening Remarks




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11:20 AM - 11:55 AM ET

New Relationships with Iconic Brands

Discover how some iconic brands - some with decades or a century of history - are revitalizing their customer relationships through new platforms, new …

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12:00 PM - 12:40 PM ET

How Generative AI Will Reshape Customer Service, Marketing, an…

In this conversation with esteemed professor and author Erik Brynjolfsson, we’ll examine what impact generative AI has had in marketing, where generat …

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01:10 PM - 01:50 PM ET

Building Trust

Trust is the foundation upon which the customer experience and relationship rests. It is essential to establish, requires vigilance to maintain, and c …

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02:00 PM - 02:30 PM ET

Synergy over Silos: Lenovo's Organizational Strategy for Provi…

As companies once again brace for "techceleration," global CXOs are being asked to deliver game-changing insights to understand not only their custome …

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02:35 PM - 03:05 PM ET

Scaling up a Personal Relationship: How Edward Jones Connects …

How does an organization that relies on building personalized relationships with each of their customers scale that experience into a consistent brand …

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03:05 PM - 03:15 PM ET

Closing Remarks and Discussion on Our Takeaways from the Confe…

We conclude the conference by again connecting with fellow attendees via chat to share key takeaways from the Ultimate CX conference. …

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Frequently Asked Questions

Ultimate CX Conference

Today We Are All a CXO

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