Customer Experience Excellence Live - A Virtual Conference

The Largest gathering of CX experts from the globe.

Agenda

Tuesday Wednesday Thursday

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

Day 1 | Tuesday | 2nd May 2023

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

At the Nexus of Simple
  • Mortgage business is inherently complicated, highly regulated with financial products and services that are hard to understand with indecipherable legal language on everything.
  • Whose “experience” is driving this selection: Who’s in the front seat?  Who’s in the back seat?  How do we execute the swap?
  • Finding the “right” portal experience: For the borrowers, the loan officers, the back-office team (processors, underwriters, closers, post-closers), the capital markets teams, and ultimately the investors?
  • What are our choices from the marketplace?
  • What decisions did we need to make:  Principles, commitments, trade-offs?
  • Outcome:  Selection, special asks, and key integrations.
  • Deployment – AKA “Discovering Reality”

  • 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

How will AI change the Service Team in the Finance Industry
  • Digital business models in finance industry are still in a nice
  • Established Insurers are still rely on personal service and individual business
  • AI is in a boom but still not as game changing as possible
  • How will the service team of the future apply AI?

  • Klaus Rieger
    Head of Data Lab & Governance

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

1 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

1 SESSION

General Session | SAP Cx | Customer Experience Excellence Live

The Keys to Seamless CX Success

Brands that focus on creating a seamless customer experience boost customer loyalty, trust, and the bottom line.  The data doesn’t lie. 84% of companies that improve their CX see increased revenue and 79% report cost savings.  Successful companies take an active approach to lead with a human touch.

Attendees will learn the importance of creating meaningful connections that drive customer loyalty and robust business growth.

Key Takeaways:

  • How to find a balance between digital tools and personal assistance
  • How to provide customers with a personalized, seamless experience beyond the purchase
  • How to provide proactive customer service that exceeds customers’ expectations


  • Michael Gaspar
    Head of CX Customer Office

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

Day 2 | Wednesday | 3rd May 2023

Day 3 | Thursday | 4th May 2023

Additional information