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Program Agenda

Program Overview

Hosted twice each year by CXM@MSU, the CXM Best Practices Symposium is designed to provide participants with practical insights and the tools necessary to address what is quickly becoming an imperative for success in today’s competitive business work – effectively designing and managing the customer experience. In fact, according to Gartner, 89% of companies plan to compete primarily on the basis of customer experience this year.

All organizations want to live up to their brand promise, deliver an exceptional customer experience, and create brand advocates – but how is this feat actually accomplished?

The Spring 2019 CXM Best Practices Symposium is focused on providing attendees with practical and actionable tools and practices illustrated through a series of keynote speakers, breakout sessions, round table discussions, and a networking reception. The Spring 2019 CXM Best Practices Symposium covers the spectrum of customer experience management practices, with a special focus this symposium on Understanding Customers and Engaging Employees as part of the customer experience management process.

Keynote Speakers

Carol Campbell
Managing Director – Consumer Insight, Delta Air Lines
Former Director – Cast and Guest Experience, The Walt Disney Company

Carol Campbell Bio

Denise Yohn
Brand Leadership Expert and best selling author of “Extraordinary Experiences” and “What Great Brands Do”

Denise Yohn Bio

Featured Speakers – Breakout Sessions

Susan Emerick
Principal and Founder, Brands Rising LLC and author of “The Most Powerful Brand on Earth”

Sarah Hickey
Director – Research and Strategy, Quicken Loans

Forrest Morgeson
Director of Research and Global Customer Satisfaction Index Manager, ACSI
Author of Citizen Satisfaction

Silvia Dimma
Chief Human Resources Officer, MSU Federal Credit Union

Salvador Bravo
Senior Experience Design Strategist, Cast and Hue

Patrick Sheposh
Group Director – Global Experience and Insights, VMLY&R

Sarah Tarraf
Director – Customer Experience, Gongos Inc.

Camille Nicita
President and CEO, Gongos Inc.

Registration Fee

Individual Registration

• $250 Early Bird Rate ($295 beginning April 1)
• CX of M member: $195 Early Bird Rate ($250 beginning April 1)
• MSMR Advisory Board member: $195 Early Bird Rate ($250 beginning April 1)
• CXM@MSU Advisory Board member: No Charge
• CXM@MSU Faculty network member: No Charge

Group Registration

• Table of 7 Participants: $1,495 Early Bird Rate ($1,795 beginning April 1)
• CX of M member – Table of 7 Participants: $1,250 Early Bird Rate ($1,495 beginning April 1)
• MSMR Advisory Board member – Table of 7 Participants: $1,250 Early Bird Rate ($1,495 beginning April 1)
• CXM@MSU Advisory Board member – Table of 7 Participants: $1,250 Early Bird Rate ($1,495 beginning April 1)

For more information, contact CXM@MSU Director Tom DeWitt at dewittth@msu.edu.