Customer Experience Excellence Live - A Virtual Conference

The Largest gathering of CX experts from the globe.

Agenda

Tuesday

The daily session times are EDT: North America East Coast Eastern Time

Day 1 | Tuesday | 7th June 2022

Welcome & Introduction, BTOES Customer Experience Excellence Live

General Session | Customer Experience Excellence Live

Welcome and introduction
Welcome and introduction to BTOES Customer Experience Excellence Virtual Conference.

  • Christopher Hodges
    Intelligent Automation Leader

General Session | HomeStar

General Session | HomeStar | Customer Experience Excellence Live

Case Study Presentation on how to choose right tools for Customer Experience Excellence that will differentiate you from your competitors
  • Deeper understanding of emerging technology
  • Walk through the data fabric solution journey taken at Homestar Financial to enable greater data access and permissions.

  • Walt Carter
    Chief Digital Officer & CIO

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session | Basler Versicherungen

General Session | Basler Versicherungen | Customer Experience Excellence Live

Cutting edge case study from leading swiss finance group

Successful Implementation of IFRS and Financial Transformation

  • Klaus Rieger
    Lab&Governance Head of Data

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

General Session

General Session | Customer Experience Excellence Live

Improving Patient Satisfaction Starts by Improving Patient Experience Using FTS

The journey to improve patient/customer satisfaction starts with improving patient/customer experience which can be challenging.  Experience drives satisfaction but it is important to understand the relationship between what aspects of experience effects satisfaction in a positive way.  The Functional Tree Structures (FTS) concept provides a roadmap to transform customer experience, facilitates criteria measurement, and helps to visualize and document how enhancing experience throughout the service delivery cycle enhances satisfaction.  Leaders will learn how to successfully create lasting improvements in patient/customer experience through standardizing, optimizing, and aligning processes thereby improving patient/customer satisfaction ratings.  

  • Reza Ziaee, MA., MSE., MBB., PhD., FHIMSS
    Preparing for Continuous Quality Improvement for Healthcare

Take a Break

Break Time | Customer Experience Excellence Live

Take a Break
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions

Recap | Look Forward Next Event in Series

General Session | Customer Experience Excellence Live

Recap | Look Forward Next Event in Series
A recap of the days sessions and a preview of next event in series.

  • Christopher Hodges
    Intelligent Automation Leader

Additional information