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CX Briefing

ABOUT THE EVENT

Our CX Briefing in Austin is a half-day event consisting of fireside chats and keynote speakers who lead customer experience operations across the nation from the most distinguished and disruptive brands.

To ensure maximum value and engagement for all attendees, this event is limited to only 40 invite-only guests who are mainly VP level or above and come from customer support, operations, or product departments. This immersive environment is filled with the brightest minds in customer experience and facilitates meaningful dialogue that drives innovation.

We look forward to having you join us!

Thursday, March 21, 2019

213 W 5th Street Austin, TX 78701

CX Briefing Austin

WHEN


8:30

-

9:30

Breakfast & Networking

9:30

-

10:15

The rise of asynchronous messaging as the future of Customer Care. How Twitter, Facebook Messenger, What'sApp, SMS/RCS, etc. are changing the game! Fireside Chat: Mike Lawler, SVP of Customer Care, Samsung

10:15 - 11:00 

Presentation: Nick Swerdfeger, Head of Operations, The Guild Hotels

11:00 - 11:45

Austin as CX Operations Destination Panel: Carey Willson, Head of Vendor Operations, Google Express

12:00

-

1:00

Networking lunch at SPiN 


AGENDA


SPiN  

213 W 5th Street Austin, TX 78701 
(Corner of 5th and Lavcaca)

Thursday, March 21, 2019

8:30 am - Noon

Optional Networking Lunch Noon - 1:00pm

Mike Lawder
SVP of Customer Care
Samsung
Nick Swerdfeger
Head of Operations
The Guild Hotels
Carey Willson
Head of Vendor Ops
Google Shopping


8:30AM

-

9:30AM

Breakfast & Networking

9:30AM

-

10:20AM

The Rise of Asynchronous Messaging:
 How Twitter, Facebook Messenger, WhatsApp, and SMS/RCS Providers are Changing the Game in Customer Care.

Followed by Q&A.

Fireside Chat: Mike Lawder, SVP of Customer Care at Samsung

10:20AM - 11:00AM 

Redefining the Guest Experience for the Modern Traveler.
Followed by Q&A.

Nick Swerdfeger, Head of Operations at The Guild Hotels

11:00AM - 11:20AM 

Ping Pong, Punch & Popcorn Break

11:20AM - 12:00AM

Panel - Austin as CX Operations Destination:

Carey Willson, Head of Vendor Operations at Google Shopping 

LaNae Nix-Rueda, Director Global Job Seeker Success at Indeed

Followed by Q&A.

12:00PM

-

1:00PM

Networking Lunch


AGENDA

LaNae Nix-Rueda
Director Global Job 
Seeker Success
Indeed

SPEAKERS