Agenda 2023

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.

Be sure to check in at the registration desk and pick up your name badge if you haven't already.

Grab some breakfast in the foyer and join us in the ballroom.

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.

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.

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.

Help us honor several retailers and vendors that have created or implemented technologies that elevate the customer experience.

BCX Awards

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.

Elevate Awards

The ICX Association Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.

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.

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