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DAY ONE – AUGUST 3RD

8:00 AM - Check-In & Breakfast

Our Check-in booth is located between the B doors of Davidson. Find it in the very center of our event lobby. Please check in immediately after arriving. You cannot grab food from our Breakfast buffet until you are all badged up. Grab your plate and find a seat in Davidson B.

8:45 AM - WOW Welcome with Brittany Hodak

Brittany Hodak Award-winning Entrepreneur, Author, and Customer Experience Speaker Location: Davidson Ballroom (Main Entrance – B doors)

9:00 AM - CREATE Together: Make Every Experience Matter More

Becca Harris Director, Marketing & Learning Experiences at Experience.com
Scott Harris CEO / Co- Founder of Experience.com
Hina Vinocha VP, Product Management at Experience.com
Geetha Chandrasekar SVP, Engineering at Experience.com
 
Session Description We are opening up the platform. It’s time for you to get all the value you can possibly get, don’t let this event end without your brain exploding and saying WOW. Understand the features we are releasing, how to get trained and the most valuable sessions for your role during this event.Location: Davidson Ballroom (Main Entrance – B doors)

10:00 AM - CREATE Magical Customer Experiences: Lessons From The Mouse

SpeakerDennis Snow Customer Service Expert, & 20 Year Veteran of Disney
 
Session Description Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results. More than ever customers are focused on value – what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty. Based on his 20-years with the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for creating a service-driven culture. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty. Participants will learn:

  • Approaches that help your employees move from a task mindset to an experience mindset.
  • A process for ensuring that your organization’s “backstage” environment never impacts the  “onstage” customer experience.
  • Four specific strategies for wowing customers every time.
  • A mechanism for ensuring that your organization’s processes are designed through the  “lens of the customer.”

Location: Davidson Ballroom (Main Entrance – B doors)

11:00 AM - Break with Brittany

Brittany Hodak Award-winning Entrepreneur, Author, and Customer Experience Speaker Location: Davidson Ballroom (Main Entrance – B doors)

11:15 AM - CREATE What’s Possible: Advanced Implementations and ROI

SpeakerScheri Smith Customer Success Director & WOWzer MC at Experience.com
 
Session Description Join our lively success team for an event highlight. This will be a fun, entertaining and hands-on session that you won’t want to miss.Location: Davidson Ballroom (Main Entrance – B doors)

12:00 PM - Sponsor Shoutout - Total Expert

Kristin Messerli VP, Strategy – Financial Services at Experience.com Location: Davidson Ballroom (Main Entrance – B doors)

12:15 - Lunch

1:15 PM - CX Breakout with Dave Savage

SpeakerDave Savage Chief Innovation Officer at Mortgage Coach
 
Session Description Dave Savage will share best practices top producing loan officers are using in this market to optimize lead conversion and improve customer satisfaction scores. He recently interviewed Giuseppe Battaglioli and he will be sharing specific tactics and takeaways from the best of the best.Location: Davidson Ballroom (Breakout Room – C2 door)

1:15 PM - EX Breakout on Active Listening

SpeakerJoe Cronin Strategic Accounts Director at Experience.com
SpeakerShannon Pope Senior BDR at Experience.com
 
Session Description Join these two experts for an interactive session on the power of intense listening and actively managing your EX strategy for your best business outcomes.Location: Davidson Ballroom (Breakout Room – A2 door)

1:15 PM - XPA Intensive Workshop Breakout

SpeakerScott Harris CEO / Co- Founder of Experience.com
SpeakerBecca Harris Director, Marketing & Learning Experiences at Experience.com
SpeakerMichael Maturo Head Architect and Solutions Engineer at Experience.com
SpeakerHina Vinocha VP, Product Management at Experience.com
 
Session Description All XPA candidates (previously signed up or potentials) will get a fast-paced but extremely informative workshopping session in the platform alongside CEO-Scott Harris, Head Architect and Solutions Engineer-Michael Maturo and Head of Learning, Marketing-Rebecca Harris and VP of Product- Hina Vinocha. Join this collaborative and creative session if you are following the XPA path or have an interest in the potential of becoming an Experience Platform Admin (XPA) for your company. Location: Davidson Ballroom (Breakout Room – C1 door)

2:15 PM - CX Breakout on Analytics and Integrations

SpeakerHina Vinocha VP, Product Management at Experience.com
 
Session Description Dive into Tableau and Advanced Analytics in the XMPLocation: Davidson Ballroom (Breakout Room – C2 door)

2:15 PM - EX 45 Minute Build Breakout

SpeakerMichael Maturo Head Architect and Solutions Engineer at Experience.com
 
Session Description Calling all EX Leaders to join this EX build session. We invite you to pull out your laptops and partake in this do-it-yourself form of learning. Our Head Architect and Solutions Engineer, Michael Maturo will lead you through a step-by-step guide from clicking “add a campaign”, watching a video, reading a descriptor through to a full build session including mistake resolution.Location: Davidson Ballroom (Breakout Room – A2 door)

2:15 PM - SaaS Vendor Meeting

SpeakerScott Harris CEO / Co- Founder of Experience.com
 
Session Description Join CEO Scott Harris for an exclusive, collaborative conversation with our integrated partners and vendors. Following the announcement of our exciting roadmap, we will connect on what these implications mean for our partners, what you can expect as our platform evolves, and get all your questions answered during this casual breakout session.Location: Davidson Ballroom (Breakout Room – C1 door)

3:00 PM - Sponsor Shoutout - MindTree

SpeakerBrittany Hodak Award-winning Entrepreneur, Author, and Customer Experience Speaker Location: Davidson Ballroom (Main Entrance – B doors)

3:15 PM - Creating Our Future - Roadmap Meeting

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Hina Vinocha VP, Product Management at Experience.com
 
Session Description Our VP of Product, Hina Vinocha, will cast the vision of our future. Join our entire team for a collaborative and informative meeting which shares our roadmap, releases and product information and will answer your questions. Location: Davidson Ballroom (Main Entrance – B doors)

6:00 PM - WOW Party @ Dierks Bentley Wiskey Row

DAY TWO – AUGUST 4TH

8:00 AM - Breakfast

8:45 AM - Top Performers Shoutout with Scheri Smith

Scheri Smith Customer Success Director & WOWzer MC at Experience.com Location: Davidson Ballroom (Main Entrance – B doors)

9:00 AM - CREATE New Possibilities: Search Site Reveal

SpeakerScott Harris CEO / Co- Founder of Experience.com
SpeakerHina Vinocha VP, Product Management at Experience.com
 
Session Description We are giving you the first look at our next platform realease: our pro search site. We’d describe this as Linkedin meets Yelp for every pro, the only place you need to go to find and refer the best pros. We’ve reverse engineered search and turned it into a credit score for your professionals. Learn more from Scott Harris, CEO, and Hina Vinocha, VP of Product. Location: Davidson Ballroom (Main Entrance – B doors)

10:00 AM - CREATE Trust: Winning in an Era of Distrust

SpeakerKristin Messerli VP, Strategy – Financial Services at Experience.com
 
Session Description We are living in an era of consumer distrust, noted by the growing demand for more information and transparency. This is clearly evident in the mortgage industry where only one in three millennial homebuyers said they believed lenders were trustworthy or reliable (2021 NextGen Homebuyer Report). In a market fueled by skepticism and economic anxiety, building trust is the key to growth. In this session, NextGen trust expert, Kristin Messerli, will share methods to connecting and empowering today’s consumers through systems, automation, and customer experience. Location: Davidson Ballroom (Main Entrance – B doors)

10:45 AM - Announcements with Scheri Smith

Scheri Smith Customer Success Director & WOWzer MC at Experience.com Location: Davidson Ballroom (Main Entrance – B doors)

11:00 AM - Break

11:15 AM - CREATE Opportunity: Turn the Great Resignation into your Greatest Opportunity

SpeakerScott Harris CEO / Co- Founder of Experience.com
 
Session Description From retention & recognition to recruiting & developement, our team has pre-templated important EX moments for your business. This will be an interactive session with CEO, Scott Harris, who will show real time examples of some of these EX outcomes. We’ve released these for our team and the results are instant and phenomenal. Buzz words: Retention, Culture, Reward, Recognition, Slack integration, ReputationLocation: Davidson Ballroom (Main Entrance – B doors)

11:45 AM - Sponsor Shoutout - Active Comply

Kristin Messerli VP, Strategy – Financial Services at Experience.comLocation: Davidson Ballroom (Main Entrance – B doors)

12:00 PM - Lunch

12:45 PM - Announcements with Scheri Smith

Scheri Smith Customer Success Director & WOWzer MC at Experience.com Location: Davidson Ballroom (Main Entrance – B doors)

1:00 PM - Oops, Don't Do That

SpeakerHina Vinocha VP, Product Management at Experience.com
SpeakerGeetha Chandrasekar SVP, Engineering at Experience.com
 
Session Description Since we are opening the platform, what are the top “Oops” moments that you can be prepared for! All XPAs should join this session. Location: Davidson Ballroom (Main Entrance – B doors)

2:00 PM - Surprise Happy Hour & Send off

2:15 PM - CX 45 Minute Build Breakout

SpeakerMichael Maturo Head Architect and Solutions Engineer at Experience.com
 
Session Description Calling all CX Leaders & XPAs to join this CX build session. We invite you to pull out your laptops and partake in this do-it-yourself form of learning. Our Head Architect and Solutions Engineer, Michael Maturo will lead you through a step-by-step guide from clicking “add a campaign”, watching a video, reading a descriptor through to a full build session including mistake resolution. Location: Davidson Ballroom (Breakout Room – C2 door)

2:15 PM - EX Breakout on Analytics and Integrations

SpeakerHina Vinocha VP, Product Management at Experience.com
 
Session Description Buzz words: Tableau, Workable, Workday, Integrations, Analytics Location: Davidson Ballroom (Breakout Room – A2 door)

3:15 PM - XMP as a Marketing Engine

SpeakerEmma Monro Need Title
 
Session Description Did you know the XMP has the power to tie directly into your marketing strategy? From ABM orchestration to XMP workflows, learn how the XMP can be the machine for your B2B and B2C from Emma Monro, creator of ABM Quick Start Program + Squeeze The Juice out of your ABM Program.Location: Davidson Ballroom (Breakout Room – C2 door)

3:15 PM - XMP Advisory Meeting

SpeakerScott Harris CEO / Co- Founder of Experience.com
SpeakerBecca Harris Director, Marketing & Learning Experiences at Experience.com
 
Session Description Break ground as a member of our exclusive XPA Advisory group. Our admin partners will have unique insights into the platform and the community Experience.com serves, making you our most important leaders of the community conversation and the most important partners enabling platform evolution. Location: Davidson Ballroom (Breakout Room – C1 door)

thank you to our sponsors

venue

Directions from 6th Avenue

If you’re driving in and parking at music city center, getting dropped off, or even unloading, then this will be you’re entrance. Walk down the ramp, rounding the corner to the left following our directions posted on the floor to get to Create WOW Summit.

Directions from 5th Ave S

If you’re walking in find this entrance directly across from the Omni hotel entrance. Upon entering, you’ll see escalators, walk toward the security stand then turn left up the escalators against the wall. You’ll pass by our secured and protected luggage room as well if you need to drop anything off. Follow the hall all the way to the end, using our directions posted on the floor then turn right to get to Create WOW Summit.

Luggage Room

The entrance to this room will be most convenient to access by entering from the 5th avenue side. A guard will be stationed here wearing an event badge. This room will be constantly manned and monitored throughout the Create WOW Summit.

Parking Info

Music City Center is home to the largest covered parking garage in downtown Nashville. With reasonable rates and 24-hour roving security, it’s the best place to park downtown! Open daily to the public and Music City Center guests, the three-level, covered garage has 1,800 spaces and is equipped with a fully-automated system that accepts debit and credit cards upon exit. The garage is located at 701 Demonbreun Street. Primary access (P3) is at the intersection of 7th Avenue and Demonbreun Street with auxiliary access (P1 & P2) along 6th Avenue. Parking Rates: EARLY BIRD PARKING $7.00 through 6:00 p.m. Must be in before 9:00 a.m. $10.00 9:00 a.m. – 12:00 a.m. $8.00 12:00 a.m. to 4:00 a.m. $35 for lost ticket or daily max *Special event rates may apply and will be posted as you enter the garage. NOTICE: Beginning August 11, 2022, parking rates will change. Check back for details.

Monthly Parking

Music City Center is currently accepting applications for monthly parkers at this time. If you are a current monthly parker, click the button below to log into your ePark account.

For questions regarding monthly parking, email [email protected](link sends e-mail) or call Sharon Farrell at (615) 401-1438.

Electric Vehicle Charging Stations

The Music City Center parking garage offers three electric vehicle charging stations on each of the garage’s three levels for a total of nine (9) stations. (see green indicator on map) Spaces are marked and charging rates apply. For more information on downtown charging stations, visit www.blinknetwork.com.

Accessible Parking

The Music City Center parking garage offers handicap accessible parking, located next to the elevators on each of the garage’s three levels. (see ADA indicator on map) Spaces are available on a first-come, first-served basis. Standard parking rates apply.

create

To help us create together we’ll have stations outside of the session rooms that drive collaboration, information and creativity. Check them out.

Check-in to wow If you accidentally snuck by the welcome booth, make sure to stop by, grab your badge, lanyard and swag bag. Throughout the event feel free to come here for help finding sessions, learning more or getting your questions answered.

Create outcomes At your banquet tables there are records underneath the centerpieces and metallic pens. Many of the sessions are on the main stage in this setting. Please grab a pen and write takeaways, session outcomes and favorite highlights throughout both days!

Why? We will turn these
thought-filled records into a mural, “Creating” a collection of outcomes from the event together!

Create Community Our Customer Success team will be stationed here throughout the event. You can grab a meeting with your success manager, learn more about becoming an advisor and more here.

Create Possibilty We have a video camera ready to film someone from your company.

Why? Collecting everyone’s XMP videos can help showcase what’s possible in the XMP! So come by and give us 5 minutes of your time and answer the question; On a daily basis, how do you use the XMP to power your business outcomes?

Create Memories Check out our wall of records! We’ve set up this spot so you can take some WOWWorthy photos in the heart of Music City Center. Don’t forget to post your memories and use #createtogether so you can win some of our other giveaways.

Also in our Create Week magazine, check out page 12

Need to book a 1:1

Go to the Create Community Station to schedule a time

Come one, Come all! JOIN THE WOW CELebration

There’s no better way to close out night one than our WOWCelebration on Broadway, just a short walk from the Music City Center! Join us at Whiskey Row as we unwind,
grab some food & drink, and enjoy live music from local Nashville talent!

Stop by or stay a while, from 6-9pm August 3rd.

Make sure to wear your badge to enter the WOW party

If you missed a session during the event, don’t worry! We will have all our content on-demand for our attendees.

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