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

10:00 AM – 4:00 PM

       

CFT User Group (View Agenda)

Caribbean Ballroom Salon 3

     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

Debra Hare
Senior Director for Business Development Training & Coaching, 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

         

   
    2:15 PM

       

    2:30 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

 

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