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Wednesday | April 4

11:30 AM – 12:20 PM
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Channel Surfing: How to Deliver a Seamless, Standout Experience in B2C and B2B | Lab 4

2:30 PM – 3:20 PM
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It Should All Look the Same: Creating True Cross-Channel Customer Centricity | Lab 4

3:30 PM – 4:20 PM
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The Rise of Chatbots and AI in Customer Care | Lab 4

4:30 PM – 5:20 PM
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Attention, Mid-Market Merchants: How to Win in an Amazon Prime World | Lab 4

10:30 AM – 11:20 AM
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The Post-Purchase Experience: Meeting Shopper Needs After the Click | Lab 4

Thursday | April 5

9:00 AM – 9:50 AM
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Using Customer Journey Reconstruction as a Powerful Tool in CX Design | Lab 4

10:00 AM – 10:50 AM
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Making the Social Nets Work: Improving Engagement, Solving Customer Issues | Lab 4

11:40 AM – 12:30 PM
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Creating a Standout Brand Experience That Cuts Through the Clutter | Lab 4

12:40 PM – 1:30 PM
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The End of the Alphabet: How to "Get" the Needs and Preferences of Gens Y & Z | Lab 4