Ultimate CX Conference

11:00 AM - 11:10 AM ET

Opening Remarks

11:15 AM - 11:25 AM ET

Opening Remarks

Ashley Gockstetter, Conference Chair, Director of Customer Strategy, Loyalty & Analytics, Love's Travel Stops & Country Stores

11:25 AM - 11:45 AM ET

Nationwide’s First Chief Customer Officer on the Structures and Metrics that Drive Customer-Centricity

More and more enterprises are realizing the crucial importance of customer experience and empowering Chief Customer Officers to lead transformations and re-alignments around CX. But how should these leaders break through siloes, identify the metrics that matter most, and drive CX capability and accountability throughout the organization? Amy Shore, Nationwide’s First Chief Customer Officer, shares the structures and metrics that are the building blocks of a customer-centric culture.

Amy Shore, EVP, Chief Customer Officer, Nationwide

11:40 AM - 11:45 AM ET

Break

11:45 AM - 12:15 PM ET

CVS Health on Aligning Around Customer Trust

CVS Health has been recognized as one of the nation’s most trusted retail brands. Learn how CVS Health has aligned around CX so as to build this customer relationship; why trust is of such importance during these volatile times; and how to drive change around CX transformations.

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

Diane O'Hara, SVP, Customer Advocacy and Insights, CVS Health

12:15 PM - 12:20 PM ET

Break

12:20 PM - 01:00 PM ET

Panel: Putting Diversity and Cultural Insights at the Heart of CX

Diversity, equity and inclusion are imperative to CX that connects with customers’ lived experiences. Diverse talent provides the range of perspectives to innovate around inclusive experiences; insights across cultures allow designing products, services and marketing that reflect diverse customers’ values and priorities. Learn how leaders from various sectors put diversity and cultural insights at the heart of best-in-class customer experiences.

Orly Lobel, Warren Distinguished Professor of Law, University of San Diego

Rebekah Steele, Senior Fellow, Human Capital, The Conference Board

Shelly McNamara, Chief Equality & Inclusion Officer, Procter & Gamble

Sondra Sutton Phung, Marketing General Manager - Battery Electric Vehicles, Ford Motor Company

12:55 PM - 01:15 PM ET

Break

01:05 PM - 01:35 PM ET

How CX is Driving Action at UnitedHealth Group

UnitedHealthcare recently announced that it will eliminate out–of–pocket costs in group plans for certain prescription drugs, including insulin. Learn how the spark for this step came from the Customer Experience program; how the voice of the customer was expressed to leadership in ways that drove action; and how your CX program can lead the charge to drive change.

Robbi Thatcher, Vice President, Experience Measurement & Analytics, UnitedHealth Group

Trisha Tempero, Senior Director, Enterprise Measurement Analytics & Insights, UnitedHealthcare Group

01:15 PM - 01:50 PM ET

Panel: Hearing and Telling the Customer’s Story in Ways that Drive Action

01:50 PM - 02:00 PM ET

Break

02:00 PM - 02:35 PM ET

Fireside Chat: How UPS Evolves a Legacy Brand for New, Innovative Customers

In this fireside chat with Kevin Warren, EVP & Chief Marketing Officer at UPS, we explore how the legacy brand uses data, digital channels and new processes to enhance brand relevance and CX for the next generation of small and medium–sized customers.

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

Kevin Warren, EVP, Chief Marketing Officer, UPS

02:35 PM - 02:40 PM ET

Break

02:40 PM - 03:10 PM ET

CX Digital Transformations that Enhance

02:40 PM - 03:15 PM ET

Panel: Why Today's Customer Experience Must Be a Community Experience

Perhaps more than ever before, the customer experience is a community experience – one in which CX is shaped by social engagement with and among customers. Learn from C–suite leaders across sectors how they are building communities and how those communities drive connection, loyalty and innovation.

Jennifer McClure, Distinguished Principal Fellow, Marketing & Communications Center, The Conference Board

Todd Unger, Chief Experience Officer, SVP Marketing and Member Experience, American Medical Association

Kim Salem-Jackson, EVP, Chief Marketing Officer, Akamai

Danielle Diliberti, Ambassador, MACH Alliance, and CEO, Sommsation

03:10 PM - 03:15 PM ET

Break

03:15 PM - 04:00 PM ET

Closing Remarks and Networking Discussion on What’s Next in CX

Connect with fellow CX leaders "face to face" via Zoom to share experiences and insights around what’s ahead in CX in 2023 and beyond.

Ashley Gockstetter, Conference Chair,Director of Customer Strategy, Loyalty & Analytics, Love's Travel Stops & Country Stores