SUNDAY, APRIL 7, 2024 | NETWORKING DAY
Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
2:30 PM
Customer Engagement Leadership Council Mixer and Roundtable Discussion
*Please note participation is restricted to Council Members and Associate Members only. For further information, see the Council tab above.
3:15 PM
Sponsor Workshop
4:45 PM
Sponsor Registration & Orientation Reception
6:00 PM
Presenter & Featured Thought Leader Orientation
6:45 PM
Participant Meet ‘n’ Greet
7:30 PM
Welcome Networking Reception & Event Kickoff
MONDAY, APRIL 8, 2024 | GENERAL SESSION AND EXHIBITION
7:45 AM
Registration, Continental Breakfast, and Exhibition
8:30 AM
WELCOME and HEADLINER – Traditional No More: Adaptive Leadership of the Modern Contact Center
9:15 AM
Energizer
9:20 AM
EXECUTIVE INSIGHT – Strategies and Tactics for Doing Hybrid Right
9:45 AM
Navigating the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
9:50 AM
Networking, Refreshment, and Exhibition Break
10:15 AM
CONCURRENT COLLABORATION ZONES – CASE HISTORIES
Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.
11:15 AM
Session to Session Travel Time
11:20 AM
INTERACTIVE CONCURRENT SESSIONS
Choose one of the following interactive sessions:
SOLUTIONS WHEEL
(OR)
THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
The Fix on Accelerating Vendor Selection and Technology Implementation
The Fix on Elevating Women in Leadership
The Fix on Securing Sensitive Data Across Disperse Locations
The Fix on Business Continuity
The Fix on Doing More with Less
The Fix on Technology Adoption
12:35 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:35 PM
Session to Session Travel Time
1:40 PM
Navigating the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
1:45 PM
EXECUTIVE BULLETIN – Technology is an Innovation Driver: Engage and Inspire Your Agents
2:10 PM
Session to Session Travel Time
2:15 PM
INTERACTIVE CONCURRENT SESSIONS
Choose one of the following interactive sessions:
SOLUTIONS WHEEL
(OR)
CROWDSOURCE – The Best of the Best Customer Experiences
3:30 PM
Networking, Refreshment, and Exhibition Break
3:55 PM
CONCURRENT COLLABORATION ZONES – ROUNDTABLES
4:55 PM
Session to Session Travel Time
5:00 PM
CAPSTONE – Stress is Not Sustainable: Dealing with Today’s Burn Out Reality
5:30 PM
Networking Reception
End your day with some newfound friends over tasty bites & beverages. A special prize will be raffled off before we close out the evening so be there or be square! Passed hors d’oeuvres, beverages & a specialty drink to be served.
TUESDAY, APRIL 9, 2024 | GENERAL SESSION AND EXHIBITION
6:45 AM
Beachside Run/Walk at Sunrise
6:45 AM
Early Risers Yoga
8:00 AM
Continental Breakfast and Exhibition
8:45 AM
ICE BREAKER AND HEADLINER – Making True Connections with Your Customers
9:25 AM
EXECUTIVE INSIGHT - Strategic Partnering to Attract Top Talent
9:45 AM
Frost & Sullivan Customer Contact Executive MindXchange Shout Outs: Advisory Board, Sponsors, and Council Members
9:50 AM
Energizer
9:55 AM
ASK THE EXPERTS! Panel Discussion – Strategy and Tactics for the Road to Digitalization: Surprising Lessons from My Digital Transformation Journey
10:40 AM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
11:20 AM
CONCURRENT COLLABORATION ZONES – ROUNDTABLES
Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.
12:20 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:25 PM
Session to Session Travel Time
1:30 PM
CONCURRENT COLLABORATION ZONES – ThinkTanks
ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.
3:00 PM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
3:45 PM
CONCURRENT COLLABORATION ZONES – BEST PRACTICES
Best Practice sessions examine a real-world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.
4:45 PM
Session to Session Travel Time
4:50 PM
CAPSTONE – Transforming the Contact Center: Practices and Methodology for Sustainable Change
5:20 PM
General Session Concludes
5:45 PM
19th Annual Beach Party and Olympics
Choose your teams and let your competitive spirit break free. After hors d’oeuvres and dinner, it’s ALL ABOUT Beach Olympics fun! The winning teams will be draped in gold, silver, and bronze. Not to Be Missed: The Amazing Spread We’ll Be Serving for Dinner!
WEDNESDAY, APRIL 10, 2024 | GENERAL SESSION, EXHIBITION AND CUSTOMER EXPERIENCE TOUR
7:15 AM
Early Risers Beachside Walk @ Sunrise
It’s the perfect way to get ready for a great day of content and networking.
8:30 AM
Continental Breakfast and Exhibition
9:00 AM
KICKOFF AND HEADLINER – You are the Voice of Your Customer: Maximize Your Influence on Enterprise Strategy and Profitability
9:50 AM
Energizer
9:55 AM
BEST PRACTICE – Teaming Up to Raise NPS
10:25 AM
Networking, Refreshment, and Exhibition Break
10:55 AM
EXECUTIVE INSIGHT – 5 Questions You Should Ask About CRM Implementation
11:30 AM
INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program
12:00 PM
Content for the 19th Annual Customer Contact East Concludes
CUSTOMER EXPERIENCE TOUR
loanDepot Park, Home of the Miami Marlins
What can I learn about customer experience from a baseball stadium, you ask? Isn’t this a bit of a “change up”? Exactly! Join us on this non-traditional tour and explore customer experience excellence from a new perspective! This is your backstage pass to the home of the two-time World Series Champions Miami Marlins, giving you behind-the-scenes access to a state-of-the-art venue that was designed to enhance the game day experience and so much more.
Key Take-Aways:
- Insight on how the experience for premium club and suite guests is elevated above the “average Joe” ticket holder
- Examples of innovative technologies that are used to boost the guest experience
- Best practices for keeping 35,000 fans happy during each event and throughout the year



12:15 PM
Check-In for the Customer Experience Tour
12:30 PM
Shuttle Departs
1:00 PM
Networking Luncheon
3:00 PM
Customer Experience Tour at loanDepot Park
4:30 PM