All symposium sessions are held at the Hilton Scottsdale Resort and Villas, Scottsdale.

Agenda subject to change.

October 25, 2017 Simplifing the Customer Experience
12:30 PM – 1:30 PM Check In and Ballroom Opens
1:30 PM Symposium Welcome and Opening
  “Improving the Customer Experience”
  “Building an Award Winning CX”
  Break
  “Highlights from the 2017 Customer Rage Study”
  “The Paradox of Choice”
  Afternoon Recap
5:30 PM – 7:00 PM Networking Reception and Cocktails
October 26, 2017 Mastering Disruptive Change
7:45 AM – 8:30 AM Continental Breakfast and Ballroom Opens
8:30 AM  Opening/Announcements
  “The Future of Support”
  “A Ride on the Uber Rocketship: Lessons Learned in Building the Support Function for a Company 
that Breaks (Almost) all the Rules”
  Break
  “Mastering Technology Disruption”
  Networking Lunch
  Breakout Sessions
“Coherence: Building a Harmonious Service Experience”
“Customer Experience and the Innovation Imperative”
“Leaping from Disrupted to Disruptor: How to be Ready, Willing and Able to Seize Your Moment”
“Leveraging Employee Experience to Drive a Client-Centric Culture”
Presentation Title Coming Soon – Donovan Roberson 
  Break
  Breakout Sessions – Repeat
  Break
  “All In: How Great Leaders Develop a Culture of Belief and Deliver Big Results”
  Wrap Up and Closing Announcements
5:10 PM – 6:55 PM Networking Reception
October 27, 2017 Instilling a Customer-Centric Culture
7:45 AM – 8:30 AM Continental Breakfast and Ballroom Opens
8:30 AM Opening/Announcements
  “In the Dedication to Service…Can we Lose our Ethics?”
  “Putting Them in Their Place: Creating a Customer-Centric Culture for Success”
  Break
  “Building a Guest Focused Climate”
  Key Insight Sharing and Program Wrap-Up
 12:30 PM Symposium Concludes