Conference Agenda
TUESDAY, JUNE 10
6:00 PM
7:00 PM
CFT User Group Welcome Reception
5 O’Clock Somewhere Bar & Grill
(Near Margaritaville Pool)
WEDNESDAY, JUNE 11
4:00 PM
5:00 PM
CFT User Group Post-Event
Meet The Experts (Optional)
Caribbean Ballroom Salon 3
6:00 PM
7:30 PM
CXps Conference Welcome Reception
Seabreeze Area
(Near Activity Pool)
THURSDAY, JUNE 12
8:00 AM
Networking Breakfast
Rio Mar Ballroom
8:30 AM
8:45 AM
9:15 AM
10:00 AM
10:30 AM
10:45 AM
11:45 AM
12:30 PM
1:30 PM
1:45 PM
2:45 PM
3:00 PM
5:30 PM
Welcome
Ryan Suydam
Founder, Client Savvy | CX Architect, ClearlyRated
The State of CX in the Industry
Ryan Suydam
Founder, Client Savvy | CX Architect, ClearlyRated
Michele Raftery
President, SMPS Foundation
Principal and Partner, 4240 Architecture
.5 CPSM CEU
A Fireside Chat on the Future of Client Experience in Professional Services
Eric Gregg
Founder and CX Strategist, ClearlyRated
Ryan Suydam
Founder, Client Savvy | CX Architect, ClearlyRated
.75 CPSM CEU
Reputation Realities: CX in the Age of Service Transparency
Eric Gregg
Founder and CX Strategist, ClearlyRated
.5 CPSM CEU
Break
Breakout Sessions (Choose One)
How Award-Winning Culture Helps
You Fight the Talent War
Amber Larson
Marketing Leader, Bartlett & West
1 CPSM CEU
THE CXM (CX Manager) PLAYBOOK
“The Play-by-Play: Guiding Your Client Experience Team to Victory”
Chad Simmons
Director of Client Experience| WithersRavenel
1 CPSM CEU
Lunch
CX and CX-cellence Awards
CXMP Graduation
Keynote Address
Rethink Innovation
Carla Johnson
Keynote Speaker, Author, Innovation Architect
1 CPSM CEU
Break
Breakout Sessions (Choose One)
The Big Win: Fully Integrating CX and EX with
Your Organization’s Work to Maximize Impact
Denise Schmitz, CXMP
Marketing Manager, Neumann Monson Architects
Sally Obernolte, AIA, CXMP
Principle and Architect, Neumann Monson Architects
1 CPSM CEU
The Morgan Lewis EDGE: Merging Innovation
with Exceptional Client Experience
Amanda Bruno
Chief Business Development Officer | Morgan Lewis
1 CPSM CEU
Break
Workshops (Choose One) OR
3:00 PM – 5:30 PM
Caribbean Salons (2-3)
(Salon 2)
Lead Like Lasso – Tips, Tools & Techniques to Strengthen Employee & Customer Engagement
Karen Jackson
Managing Partner, C-ChangeWork LLC
2.5 CPSM CEUs
(Salon 3)
Ensuring Consistent Service Delivery Through Ongoing Client Liaison Training
Jim Holz, AICP
Client Success Manager, MSA Professional Services
2.5 CPSM CEUs
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Caribbean Ballroom (Salons 2 & 3)
Salon 2
Salon 3
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Caribbean Ballroom (Salons 2 & 3)
Salon 2
Salon 3
Rio Mar Ballroom
Afternoon CX Excursion
Latin Dance Class
3:00 PM – 4:00 PM
(Resort – Margaritaville Area)
6:00 PM or LATER (TBD)
Evening CX Excursion
(details to come)
TBD
FRIDAY, JUNE 13
8:15 AM
9:00 AM
11:00 AM
11:15 AM
12:15 PM
1:30 PM
1:45 PM
2:00 PM
2:45 PM
3:00 PM
Networking Breakfast
CX Excursion Workshops
2 CPSM CEUs
Break
Panel Discussion
Power in Pairs: A Collaborative Approach to
Client Experience and Revenue Growth
Tasneem Khokha
Managing Director, GrowthPlay
Alycia Sutor
Managing Director, GrowthPlay
Liz Boehm
Dir. of Client & Business Development, Benesch
Maddy Quoss
Client Account Director, Husch Blackwell
Jenna Schiappacasse
Dir. of Client Development
& Strategic Growth, Jenner & Block
1 CPSM CEU
Lunch
BIG Ideas Presentation
Making EX a Key Part of Your CX
Danny McPhaul
Manager of Client Experience, FordPro
.25 CPSM CEUs
From Insight to Impact: Creating a Culture Where CX Thrives
Tim Asimos, CPSM
Head of Growth, Client Savvy
.75 CPSM CEUs
Conference Wrap Up | Thank Yous
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom
Rio Mar Ballroom