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 (Salons 1-3)
6:00 PM
7:30 PM
CXps Conference Welcome Reception
Seabreeze Area
(Near Activity Pool)
THURSDAY, JUNE 12
7:00 AM
Morning CX Excursion
(details to come)
TBD
8:15 AM
Networking Breakfast
Exhibit Hall Open
Rio Mar Ballroom & Foyer
9:00 AM
Welcome
Blake Godwin
President and Partner | Client Savvy
Ryan Suydam
CXO and Co-Founder | Client Savvy
The State of CX in the Industry
Ryan Suydam
CXO and Co-Founder | Client Savvy
Rio Mar Ballroom
10:00 AM
BIG Ideas Presentations
Short-form case studies on targeted CX best practices.
Making EX a Key Part of Your CX
Danny McPhaul
Manager of Client Experience | FordPro
.25 CPSM CEUs
TBD
.25 CPSM CEUs
Rio Mar Ballroom
10:30 AM
Break
Exhibit Hall Open
Rio Mar Ballroom & Foyer
11:00 AM
Breakout Sessions (Choose One)
Achieving Strategic Differentiation
in Today’s Market
Danielle Berg
Founder and Partner | Evolve Partners
1 CPSM CEU
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
Caribbean Ballroom (Salons 1-3)
Salon 1
Salon 2
Salon 3
NOON
Buffet Lunch
Keynote Address
Rethink Innovation
Carla Johnson
Speaker, Author, Innovation Architect | Re:Think Labs
1 CPSM CEU
Rio Mar Ballroom
1:15 PM
CXA Awards
CX-cellence Awards
CXMP Graduation Acknowledgments
Rio Mar Ballroom
1:30 PM
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
TBD
1 CPSM CEU
Caribbean Ballroom (Salons 1-3)
Salon 1
Salon 2
Salon 3
2:30 PM
Break
Exhibit Hall Open
Rio Mar Ballroom & Foyer
2:45 PM
Workshops (Choose One) OR
Caribbean Salons (1-3)
11 Pitfalls of CX Programs
(and How to Avoid Them!)
Blake Godwin
President and Partner | Client Savvy
2.5 CPSM CEUs
Lead Like Lasso – Tips, Tools & Techniques to Strengthen Employee & Customer Engagement
Karen Jackson
Founder | C-ChangeWork LLC
2.5 CPSM CEUs
Ensuring Consistent Service Delivery Through Ongoing Client Liaison Training
Jim Holz, AICP
Client Service Manager | MSA Professional Services
2.5 CPSM CEUs
Afternoon CX Excursion
(details to come)
5:10 PM
5:30 PM
Day 1 Recap & Shared Learning
Blake Godwin
President and Partner | Client Savvy
Ryan Suydam
CXO and Co-Founder| Client Savvy
Rio Mar Ballroom
6:00 PM or LATER (TBD)
Evening CX Excursion
(details to come)
TBD
FRIDAY, JUNE 13
8:15 AM
Networking Breakfast
Exhibit Hall Open
Rio Mar Ballroom & Foyer
9:00 AM
CX Excursion Workshops
2.5 CPSM CEUs
Rio Mar Ballroom
11:30 AM
Light Lunch
Exhibit Hall Open
Rio Mar Ballroom & Foyer
12:45 PM
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
Robyn Charles
Dir. of Business Development | Husch Blackwell
Jenna Schiappacasse
Dir. of Client Development
& Strategic Growth | Jenner & Block
1 CPSM CEU
Rio Mar Ballroom
1:45 PM
Transition Break
Rio Mar Ballroom
2:00 PM
BIG Ideas Presentations
Short-form case studies on targeted CX best practices.
1.5 CPSM CEUs
Rio Mar Ballroom
3:30 PM
4:00 PM
Conference Wrap Up | Thank Yous
Rio Mar Ballroom