ONE BADGE. TWO EVENTS.
Interactive Customer Experience (ICX) Summit will be co-located with the Bank Customer Experience (BCX) Summit, which runs Sept. 12-13. Below is a combined agenda for the two events.
Attendees are welcome to participate in any session on this agenda.
AGENDA
Full combined agenda for ICX Summit & BCX Summit
MONDAY // SEPTEMBER 11, 2023
| ICX Summit: Registration Opens
| Offsite Event
ICX Tours
Join us as we explore retail locations in Charlotte that offer state-of-the-art customer experiences:
- Tour 1: NASCAR Hall of Fame
Spread across an area of 150,000-square-feet, this sprawling facility boasts ultra modern equipment and sophisticated amenities dedicated to NASCAR and auto racing. The Hall of Fame has a special exhibition hall that displays artifacts that give you detailed information on car racing. It also has specialized simulator rides and interactive displays that further add to the experience. - Tour 2: Honeywell’s Customer Experience Center (CXC)
Honeywell’s Customer Experience Center (CXC) truly demonstrates everything that Honeywell has to offer – by really showing their many solutions in action. With a full spectrum of immersive and interactive technologies, their CXC utilizes the Hyro platform to show Honeywells numerous ‘invisible’ products in action. It makes the unseen, truly visible. Must be registered for the Summit by September 5th to attend this tour stop. - Tour 3: The BOplex | Bojangles Entertainment Complex
The Bojangles Entertainment Complex (BOplex) is an entertainment and sports complex that holds two separate venues, Ovens Auditorium and Bojangles Coliseum. Since opening, the venues have hosted nearly 19,000 events collectively. The BOplex guest experience is better than ever following a $20 million construction project that officially unified the two venues as one complex in 2021.
| Welcome & Opening Remarks
Host:- Cherryh Cansler | VP of Events | Networld Media Group
| Opening Keynote
Igniting Fandom: How Dave’s Hot Chicken Created an Authentic Following
Arman Oganesyan, co-founder of Dave’s Hot Chicken and Jim Bitticks, President and COO of Dave’s Hot Chicken, will discuss the marketing innovation and brand transformation of the humble parking lot pop-up to entering the metaverse. The strategic duo will explore how social media fuels explosive brand growth and showcase the synergy of marketing and operations, amplifying guest satisfaction. Leveraging an authentic following and cult-like fandom, the brand looks to the future, including stepping into the Metaverse, AI-driven order accuracy solutions, and streamlined kitchen technology, all with the consumer experience top of mind.
Keynote Speakers:- Jim Bitticks | President & COO | Dave's Hot Chicken
- Arman Oganesyan | Co-Founder & CBO | Dave's Hot Chicken
Keynote Speaker
Jim Bitticks
President & COO
Dave's Hot Chicken
Keynote Speaker
Arman Oganesyan
Co-Founder & CBO
Dave's Hot Chicken
| Networking Event
Welcome Reception
Get to know the other attendees during our cocktail hour which includes live music and appetizers.
TUESDAY // SEPTEMBER 12, 2023
| ICX Summit: Registration & Breakfast
| Opening Remarks
| Keynote Session
Leveraging Data to Improve the Customer Experience and Journey
Mark Stutzman, Chief Technology Officer of AREA15, will discuss how data is used to improve the customer experience and guest journey in the immersive entertainment industry. Utilizing data analysis, insights, and real time integration between systems to enhance every stage of the guest journey, from initial brand awareness to post-purchase follow-up, AREA15 tailors interactions based on behaviors and preferences. Leveraging data to meet the customer's needs and desires in real-time and after a visit to improve customer satisfaction, loyalty, and advocacy, ultimately leading to increased revenue and repeat visitation.
Keynote Speaker:- Mark Stutzman | Chief Technology Officer | AREA15
Keynote Speaker
Mark Stutzman
Chief Technology Officer
AREA15
| Refreshment Break
| ICX Summit
Leveraging AI for Enhanced Operations and Superior Customer Satisfaction
Few will argue that AI is the future of customer experience, but many organizations don't know where to begin. This session will teach you how to integrate AI tools and robotics, including:
- Identifying basics needed for IOT integration, i.e. “I’ve never tried integrating my POS with a customer database, what is this? How can a GuideBot perform a basic function like checking a guest into a table and taking them to their seat, basic food delivery, etc.”
- Intermediate integrations for more personalized customer experiences. Think: recognizing frequent customers and the tableside screen giving recommendations based on past purchases or guests speaking to a robot to check-in and it being pre-programmed with frequently asked questions it can answer verbally.
- Full soup-to-nuts integration, including AI deciding the best items to promote based on margins, seasonal sales, preferences for each individual customer, etc.
- Justin Bartek | Vice President of Marketing | Dog Haus Worldwide
- Elad Inbar | Founder & CEO | RobotLAB
- Steve Lieber | VP Franchise Business Development | BurgerFi
Moderator:
- Daniel Brown | Editor | Digital Signage Today
Presented by RobotLAB
| ICX Summit
The Employee CX: How Technology, Training & Culture Can Create a Winning Combination
Tech-savvy customers expect a seamless experience, no matter how they interact with your company. That means your employees need to be equipped with the tools and training they need to deliver that experience.
In this panel, we'll explore the importance of investing in technology that not only helps train and communicate with your team but how it simplifies the jobs of employees, allowing them to offer a higher level of hospitality.
Our panelists will share their insights on how to create a tech-savvy customer experience that your employees can deliver with confidence.
- Kristi Carlson | VP of Ecommerce, Marketing & Data Warehouse Technologies | Kendra Scott
- Amy Hom | Chief Operating Officer & Chief People Officer | Bluestone Lane
- Sarah Rigsbee | Chief Financial Officer | Farmer's Fridge
Moderator:
- Shelly Chandler | Founder & Principal Strategist | EvolveCX Consulting
| Refreshment Break
| ICX Summit
Optimize CX Success – AI + IA (Intelligent Agents)
Artificial intelligence alone doesn’t ensure quality customer experiences (CX). The most e-mpathetic solutions require AI and IA—intelligent agents. AI for streamlined service. IA for compassionate care. The two complement each other, resulting in improved performance, repeat business and increased revenue. Find out how you make that combination a winning one for your business.
- Dan Fisher | Call Center Operations Director | Toyota Connected
- Michael Pace | Vice President, Global Member Services & Operations | Virgin Pulse
- Mehdi Zarhloul | CEO | Crazy Pita Restaurant Group
Moderator:
- Gary Ash | Senior VP Business Development | Working Solutions
Presented by Working Solutions
| ICX Summit
Meeting Your Customers in the Metaverse
The metaverse market will reach nearly $800 billion by 2024, and mixed/extended reality (XR) is driving it, according to Bloomberg Intelligence. Considering that recent research revealed that nearly 64% of all consumers have purchased a virtual good or taken part in a virtual experience or service in the past year, brands must meet their consumers in the metaverse. But how do they do that? What is an NFT? What is the cost? Is it worth it? These are just a few questions that will be addressed.
Panelists:- David Kepron | Founder & Owner | NXTLVL Experience Design
- Melissa Li | Head of Community | Dorm Room Fund
- Steve Lieber | VP Franchise Business Development | BurgerFi
Moderator:
- Daniel Brown | Editor | Digital Signage Today
| BCX Summit: Registration Opens
| Refreshment Break
| ICX Summit
Creating a More Inclusive Experience
Keeping the needs of all customers top of mind is important when designing your brand's physical space, but it's easier said than done, considering those needs differ from person to person. This panel, however, reveals findings from a recent study that not only defines inclusiveness in the context of the retailer or bank branch's physical design but also explores how specific design elements contribute to creating an inclusive or exclusive customer environment as well as how various visual communication tools and digital touchpoints hinder and improve inclusiveness for diverse customer groups. Lastly, the group shares stories about how inclusive retail store design initiatives impact customer satisfaction, employee satisfaction, customer advocacy and engagement.
Panelists:- Jan Coonley | Executive Vice President, Chief People & Diversity Officer | Heritage Bank of Commerce
- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
- Chris Stamper | SVP of Strategy, Transformation & Business Development | Hudson's Bay
Moderator:
- Jean-Pierre Lacroix | President | SLD
Presented by SLD
| ICX Summit
Cutting the Hard and Soft Costs of Delivery
Retailers and restaurants that don't offer delivery are missing a huge chunk of business, but the costs and operational challenges often associated with the service can deter even the most innovative businesses. This session will explore how to not only keep costs down but how to add delivery without totally reinventing the operations model.
Panelists:- Bob Andersen | President | The Great Greek Mediterranean Grill
- Robin Robison | Chief Operating Officer | Modern Restaurant Concepts
- Sam Stanovich | SVP of Development & Alliances | Big Chicken
Moderator:
- Cherryh Cansler | VP of Events | Networld Media Group
| Lunch
| Keynote Session
How to Understand Your Customer and Act On It
One challenge for every business is understanding your customer. For banks, they need to take a multifaceted approach to both understand their customers and act on it. During her keynote, Erin Cohee will discuss all the techniques OneUnited uses to understand its customers from demographics surveys to proactive outbound service calls to website click paths and more. She will also go one step further and talk about OneUnited's surprising insights and how you can take customer insights and turn them into impactful strategies for your customers.
Keynote Speaker:- Erin Cohee | VP of Digital Customer Experience | OneUnited Bank
Keynote Speaker
Erin Cohee
VP of Digital Customer Experience
OneUnited Bank
| Refreshment Break
| ICX Summit
Measuring Your Messaging - For Real
Retailers have access to more data than ever, which means they can more easily measure how their messages and campaigns are driving traffic and sales. With so many vendors and platforms making big promises, however, it may be confusing for a retailer to know which platform will work best for them. This session will help attendees figure out what questions to ask possible partners.
Panelists:- Devin Cygnar | EVP, Chief Marketing Officer | Northwest Bank
- Troy Hooper | CEO | Hot Palette Holdings
- Mack Turner | Founder | Mack Turner Marketing Consulting & Insights
Moderator:
- Glen Ryniewski | Owner | Soaring Strategies
| BCX Summit
How Banks Can Craft the Customer Journey
Banks have made efforts to improve customer experience, especially building a customer journey. However, many customers feel disconnected to their banks. How can banks fix this issue? In this panel, experts will discuss best practices to create a frictionless customer journey which guides the customer from onboarding to deeper engagement. They will discuss how this can boost the bank's overall brand and create loyal customers.
Panelists:- Lindsey Ogan | Marketing Director | Stride Bank
- Courtney O'Regan | SVP, Director of Marketing | Middlesex Savings Bank
- Liz Schaaf | VP, Business Line Experience Strategy Manager | Atlantic Union Bank
Moderator:
- Jerone Abueva | Director, B2B Solutions Business Development – Financial Services Industry | Samsung Electronics America
Presented by Samsung Electronics America
| Refreshment Break
| General Session
The Frictionless Customer Journey: Fantasy or Facts?
Although companies have been racing to ditch all-things friction, some brands are realizing that giving customers a little more time during their shopping journey is exactly what they crave. The key, however, is to cut friction when necessary to avoid lost sales but to also use it to create a higher sense of value or reduce return rates.
Panelists:- Lovell Holloway | General Manager | Kansas City International Airport
- Dan Morton | VP, Guest Experience | Hilton
- Tommy Terrell | Creative Project Manager | Taziki’s Mediterranean Café
Moderator:
- Cherryh Cansler | VP of Events | Networld Media Group
| Refreshment Break
| ICX Summit
Humanizing the Virtual Shopping Experience
Although online shopping is known for being quick and easy, a business’s ability to take an experiential approach by building new ways to interact with customers on a human level is becoming a point of differentiation for brands hoping to attract loyal online customers. This session features retailers who not only understand the concept but have used it to increase online transactions.
Panelists:- Arthur Cooksey | Chairman & CEO | Let’s Talk Interactive
- Steven King | Chief Innovations Officer | UNC Blue Sky Innovations
- Chris Lorenzo | Sr. Vice President Business Development Field Operations | Generation Tux
Moderator:
- Dave Wurm | Chief Sales Officer | Networld Media Group
| BCX Summit
What’s New in Branch Design?
Although the importance of developing digital banking strategies cannot be ignored, it would be a mistake to ignore the changes happening inside the bank’s four walls. This session reveals how banks are using self-service technology to help customers move more easily through their transactions as well as creating multi-functional spaces that benefit both employees and customers. It also touches on upcoming trends such as smaller footprints and even pop-up sites.
Panelists:- Alex DeJesus | Vice President, Member Experience | Addition Financial
- Amber LeGrett | SVP, Business Strategies & Initiatives | Bank of America
- Katie Meyers | VP, Client Experience Officer (CXO) | Manasquan Bank
Moderator:
- Brad Browder | CEO | HTx Services, LLC
Presented by HTx Services
| Awards Presentation
Elevate & BCX Awards
Help us honor several retailers and vendors that have created or implemented technologies that elevate the customer experience.
The BCX Awards honor the most unique, innovative and pioneering financial institutions and technology providers whose branches and technologies are having the most impact on consumers.
The ICX Association Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.
- Cherryh Cansler | VP of Events | Networld Media Group
- Bradley Cooper | Editor | ATM Marketplace
- Alicia Lavay | Executive Director | ICX Association
| Networking Event
Cocktail Reception & Dinner Party
Join us for an evening of cocktails and dinner at the JP Charlotte as well as magic, mentalism and mystique featuring Magician Comedian Johnny Pizzi, who has been doing comedy for over 30 years. He's been a fixture not only on the Boston Comedy Scene but all over New England and the East Coast and is also the unofficial Magician of The New England Patriots!
Free to all attendees, speakers and sponsors.
WEDNESDAY // SEPTEMBER 13, 2023
| Breakfast
| General Session
On the Record with Gen Z
Just when you figured out how to engage millennials, along came Gen Z, which is a completely different cohort. Luckily, we've partnered with apc to do quite a bit of research about these young consumers (ages 10-22) and their brand preferences, how they want to be marketed to and what it takes to turn them into lifelong fans. We'll not only reveal those learnings but also host a live on-stage focus group starring several coming-of-age consumers who will give us the scoop in real time.
Presenters:- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
- Aimee Wright | VP, Strategic Relationship Management | Blackhawk Network
Presented by apc – powering the human experience, BHN - Blackhawk Network
| Refreshment Break
| ICX Summit
Taking Hands-On Experiences Up a Notch
Shopping has turned into a hands-on experience with customers wanting to feel, touch, taste and even help create their favorite products. Customer experience experts on this panel share how they are meeting those needs without always breaking the budget.
Panelists:- Ruth Crowley | VP of Merchandise & Brand Strategy | The Hudson Group
- Caroline Schmidt | Hospitality & Event Manager | SIG SAUER, Inc.
- Rick Welch | Sr. Client Services Manager | Kodak Moments
Moderator:
- Shelly Chandler | Founder & Principal Strategist | EvolveCX Consulting
| BCX Summit
What Small Business Owners Want from Banks
Small businesses have many needs when it comes to banking, ranging from financing to cash flow to navigating challenging economic situations. How can banks meet these needs? Bankers in this panel will discuss how their organizations have delivered exceptional service to small businesses with personalized experiences.
Panelists:- Marbue Brown | Founder | The Customer Obsession Advantage
- Josephine Moran | President & CEO | Ledyard National Bank
- Glenn Murray | Vice President - Strategic Growth | Sutton Payments
Moderator:
- Bradley Cooper | Editor | ATM Marketplace
| Refreshment Break
| General Session
What's the Latest and Greatest with Self-Service?
Customers want the power to do things for themselves, but they also want on-demand help when needed. This session discusses pitfalls to avoid when providing self-service experiences and what technologies can help operators align multiple data streams.
Panelists:- Steven King | Chief Innovations Officer | UNC Blue Sky Innovations
- Joe Loparco | President | Automated Services International, Inc.
- William Sullivan IV | VP, Sr. Client Experience Manager | Cambridge Trust
- Clark Whittington | Founder | Art-O-Mat
Moderator:
- Melanie Endres | CEO | Code Factory SL
Presented by Code Factory SL
| Lunch
| ICX Summit
Fixing the Drive-Thru Conundrum
Drive-thrus have gotten what many would argue a well-deserved bad reputation over the years, but that's changing as customers expect great service even from their cars. Restaurants and retailers can no longer afford to "phone it in," so this session explores how to bring your A-game to the drive-thru using technology and a little ingenuity.
Panelists:- Mike Guinan | Vice President Operations Services | White Castle
- Alex Ruhter | Co-Founder & CEO | JackBe
- Darren Spicer | Co-Founder & CEO | Clutch Coffee Bar
Moderator:
- Josh Halpern | CEO | Big Chicken
| BCX Summit
Bringing Hospitality Back to Banking
Brick-and-mortar banks aren't exactly known for providing the most consumer-friendly experiences, but some companies are trying to change that by implementing more user-friendly onboarding programs while also pairing client satisfaction and business development objectives together. This panel of experts discusses how they've recently rolled out new directives to help customers feel more at homes in their banks.
Panelists:- Robyn Breshears | Executive Director of Sales Service & Support | Arvest Bank
- Marbue Brown | Founder | The Customer Obsession Advantage
- Mike Parisi | EVP, Chief Banking Officer | Ledyard National Bank
- William Sullivan IV | VP, Sr. Client Experience Manager | Cambridge Trust
Moderator:
- Evan Ellis | Enterprise Account Executive (Banks) | Creatio
Presented by Creatio
| Refreshment Break
| CXO Roundtable
It’s a Marathon, Not a Sprint: Building an End-to-End CX Strategy at Different Stages of Maturity
In a perfect world, every tool, employee, and process would work seamlessly together to deliver stellar CX from start to finish. In reality, the successful operationalization of CX programs can be a daunting and complex challenge. In this panel discussion, get an inside look at how CX leaders across various stages of CX maturity are making the most of people, processes, and technology to execute cohesive, sustainable and performance-based CX strategies across their organizations. As part of this interactive session, attendees will learn how CX innovators are:
- Refining their customer-focused vision through C-Suite education, proper governance and enhanced levels of business operations support;
- Building internal, cross-functional teams that drive the vision forward;
- Reevaluating processes and procedures necessary for comprehensive CX programs;
- Investing in tools, technology and specialized skill sets to deliver true value to end customers;
- Predictions on the evolution, role, and impact of future CX programs
- Sean Albertson | Founder & CXO | CX4ROCKS (formerly of Charles Schwab)
- Josh Halpern | CEO | Big Chicken
- Winston Kelley | Executive Director / Vice-President | NASCAR Hall of Fame / Charlotte Regional Visitors Authority
- Jason Mariasis | VP, Digital Products & CX | Credit One Bank
Moderator:
- Eric Healy | CEO | Stratifyd
Presented by Stratifyd
| Summit adjourns
View 2022 Agenda
