General Sessions
2:00pm – 4:00pm

Opening General Session

Location: Junior Ballroom
Your Customers Are Changing! Are You?

How to Future-Proof Your Business and Win in a Remarkable New World! As we emerge from the most challenging business environment in modern history, the winners today are often those who have become remarkably easy to do business with. Being better tuned-in to the increasingly unique wants and needs of your customers and clients allows you to create better experiences and increase loyalty. In this timely, actionable and very entertaining presentation, popular Customer Experience expert David Avrin, CSP shines a light on the profound shift in customer expectation, while showing your team everyone’s role in eliminating barriers, engaging prospects and creating customer experiences worth sharing.


The Customer Experience Advantage

Presented By:
Juul Labs
The Adaptation Advantage: Thriving in The Great Reset

The pandemic accelerated digital transformation, migration to the cloud, and handing off tasks to technology thus propelling us forward into a new world of work where employees and customers have unprecedented power. Collectively this triggered “The Great Reset”, forcing a re-calibration of every aspect of our lives, perhaps most significantly the nature and act of work. Certainly, nearly two years of remote work has questioned the future of where work will take place for many, but more broadly, the past 23 months have also questioned: who works, what we do for work, how we work and how we measure that work, where we work, and, perhaps most acutely, why we work. From an examination of these shifts we stand on the precipice of the Human Capital Era, where the greatest investment we can make is in human potential. It is up to us to make the most of this tremendous opportunity.


Forbes Contributor; Future-of-Work Strategist; LinkedIn’s 2017 Number One Global Voice for Education

Presented By:
McLane Company