The CX Excellence Summit Miami

6-7 December, Miami, Florida

Book Now

About the Event

Welcome to The CX Excellence Summit Miami!

With presentations by some of the world's leading CX professionals, our interactive summit has an agenda filled with cutting-edge case studies, practical tips, as well as inspirational sessions to bring you the best of Customer Experience in the new normal. 

If you are interested in learning & networking with CX Corporate Experts who have been there & done that, you are in the right place!

Topics Covered At The CX Excellence Summit Miami:

  • In an exclusive keynote presentation, AMERICAN AIRLINES will share how it is reshaping it’s customer experience to adapt to the new normal.
  • ZAPPOS.COM will share a case study on the importance of focusing on the customer as a person. 
  • TWITTER will talk about how insights from the hundreds of millions of conversations happening each day on their platform can help your business grow in various ways.
  • MODALIS INFRASTRUCUTRE PARTNERS will discuss in what way has the pandemic shifted CX at the World's airports
  • How MEDELA has been creating exceptional customer experience with an exceptional employee experience
  • How U.S. BANK is focusing on customer centricity & digital enablement delivering growth and power partnerships
  • The summit also includes a full day interactive workshop on CREATING THE CULTURE OF GREAT CUSTOMER SERVICE highlighting the connection between happy employees and happy customers and how you can achieve this in your organization presented by HAPPY COFFEE CONSULTING

Please note that The CX Excellence Summit Miami is a live, in -person event, limited to 70 participants only.

For those that choose to attend the event virtually, all content from the Global CX Excellence Summit will be live-streamed online in real-time and recorded for you to watch in case you miss anything.
 

Only

40days

3hours

36min

UNTIL THE EVENT

Facts & Figures

  • In 10 short years, P World has organized 180+ Events in 42 countries, 47 cities around the world including USA, Canada, Azerbaijan, Croatia, Turkey, Georgia, Qatar, Portugal, Norway, and Bahrain.
  • P World is the proud organizer of the signature brand events: Marketing Kingdom, Global HR Trends Summit, PR Trends Summit, Global Healthcare Summit, CX Excellence Summit & Corporate Communication Booth Camps.
  • P World also organizes HCI’s Certification Programs in Canada & Europe. 

Speakers

Megan Merrick Happier Living

Jennifer Borchardt U.S. Bank

Sevda Fevzi Modalis Infrastructure Partners

Camelia D. Hayman MEDELA CANADA INC.

Alex Genov ZAPPOS. COM

Archana Ramachandran American Airlines

Eric Martin Twitter

Sarah Metcalfe Happy Coffee Consulting

Agenda

 
 
 
10.00 

POST PANDEMIC :SHAPING DELIVERY TRANSFORMATION AND CUSTOMER EXCELLENCE
ARCHANA RAMACHANDRAN, Product Leader, Manage & Change Reservation,Digital Customer Experience, AMERICAN AIRLINES

10.40 

GIVING CUSTOMERS A VOICE IN A WORLD FULL OF NUMBERS
ALEX GENOV, Head of Customer Research, ZAPPOS.COM

11.20 

YOUR CUSTOMERS ARE TALKING. ARE YOU READY TO LISTEN?


ERIC MARTIN, Senior Manager, Data Partnerships, TWITTER

12.00

PANNEL DISCUSSION SPEAKERS & DELEGATES

12.30

LUNCH FOR SPEAKERS & DELEGATES

13.30 

CUSTOMER CENTRICITY & DIGITAL ENABLEMENT DELIVERING GROWTH AND POWER PARTNERSHIPS


JENNIFER BORCHARDT, Vice President, Omnichannel Experience & Strategy, U.S.BANK

14.20

CX INITIATIVES IMPLEMENTED BY THE WORLD’S AIRPORTS – AIDING CUSTOMER CONFIDENCE & REASSURING CUSTOMER COMFORT


SEVDA FEVZI, Associate – Airport Customer Experience and Business Development, Modalis Infrastructure Partners 

15.00

PANNEL DISCUSSION SPEAKERS & DELEGATES

15.20

TBA


MEGAN MERRICK, VP Customer Experience, HAPPIER LIVING

16.00 

EXCEPTIONAL CUSTOMER EXPERIENCE ALWAYS BEGINS WITH AN EXCEPTIONAL EMPLOYEE EXPERIENCE - HOW TO ENGAGE YOUR TEAMS FIRST


CAMELIA D. HAYMAN, Director of Customer Service Excellence, MEDELA CANADA INC.

16.40

PANNEL DISCUSSION SPEAKERS & DELEGATES

17.00

END OF DAY 1

10.00 - 16.00

FULL DAY WORKSHOP: CREATING THE CULTURE OF GREAT CUSTOMER SERVICE


The focus of this workshop is to create a shared understanding of happiness at work, leading with happiness and an
understanding of how to create and maintain a happy workplace environment which allows customer service teams to
create amazing experiences.
We will make specific reference to the challenges identified by workshop attendees, we can arrange a pre workshop
survey of attendees teams to help them review where they are.
The content will include:
● What is culture why is it important
● The importance of micro cultures or team cultures .
● How do you build a happy culture which nurtures a great customer experience
● Our framework to create a happy work culture.
● Examples of great customer cultures
● The importance of leadership in a culture of great customer service
● The importance of purpose, values, and desired behaviours to create the culture and outcomes you desire
● A framework for taking back to your organization to explore your culture

SARAH METCALFE, CHO, HAPPY COFFEE CONSULTING


 

Our partners

Venue

NOVOTEL MIAMI BRICKELL, Miami, Florida

Address: 1500 SW 1st Ave, Miami, FL 33129, United States
Phone: +1 786-600-2600

Novotel Miami Brickell combines design and convenience to provide a welcoming and relaxing environment where travelers can truly unwind. With a modern, lifestyle approach that blurs the line between business and pleasure, your stay at our modern Miami hotel promises to be as productive and relaxing as you desire.

With our terrific location in Downtown Miami, guests will discover easy access to the very best of the city. Business travelers will enjoy our modern business amenities and spacious suites, perfect for completing your business in an efficient, yet relaxing manner. With a relaxing pool, chic bar and restaurant, and attentive, efficient service, Novotel Miami Brickell is an ideal hotel for business and leisure travel in Florida.

Take in the stunning views, enjoy a sublime meal at Prime by Butler, and relax at our Miami rooftop pool, then get to work in one of our fully equipped meeting rooms.