Customer Contact East 2024

Agenda

CHOOSE BETWEEN FIVE DIFFERENT COLLABORATION ZONES:

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:
Zone 1. Recruit! Engage! Retain!
Zone 2. The Best Tools to Empower Your Contact Center Agents
Zone 3. Winning Strategies for Contact Center Alignment and Optimization
Zone 4. A Roadmap for Your Digital Transformation Journey
Zone 5. Ensuring Your Contact Center is Indispensable to the Organization

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com

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Schedule-at-a-Glance is based on a previous event and will be updated as additional information becomes available.


SATURDAY, APRIL 6, 2024 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in one of the networking activities on Sunday.

SUNDAY, APRIL 7, 2024 | NETWORKING DAY

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

9:00 AM

10:00 AM

Unwind the Mind: Sunday Networking Choices

Scavenger Hunt Challenge

Do you have what it takes?! Join us on this high-energy, team vs team adventure through the local streets of Ft. Lauderdale. You’ll work together to complete various challenges while networking with peers and making new friends. You’ll have a blast exploring, competing, and learning about hidden gems in the city. Lunch, transportation, and unforgettable memories included.

(OR)

Wine Tasting

Join your peers on a chill wine tasting at a hip Fort Lauderdale venue! Build relationships and cap off this networking activity with a gourmet lunch fit for the VIP you are. Lunch, transportation, and happy tastebuds included.

2:30 PM

Customer Engagement Leadership Council Mixer and Roundtable Discussion

Area of Focus: Integrating Multiple Platforms and Vendors Across the Multichannel Experience

*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

An essential meeting for Headliners, Rockstars, Fab Facilitators, and Featured Thought Leaders to preview the event, highlight your roles, and network with fellow peers.

6:45 PM

Participant Meet ‘n’ Greet

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

7:30 PM

Welcome Networking Reception & Event Kickoff

Meet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration. Dinner & passed hors d’oeuvres to be served.

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

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

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.

Zone 1.
The Future of People-Based Customer Support…Today
Zone 2.
Building, Maintaining and Motivating the Workforce of the Future
Zone 3.
KPI-Driven Decision Making
Zone 4.
Will Generative AI Reimagine the Future of Contact Centers, AX, and CX?
Zone 5.
Put Service at the Center for a Profitable Customer Experience

11:15 AM

Session to Session Travel Time

11:20 AM

INTERACTIVE CONCURRENT SESSIONS

 
Choose one of the following interactive sessions:

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

(OR)

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between six themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are fifteen-minute rapid fire sessions with four rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common 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

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts.
Topic Tables 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

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

(OR)

CROWDSOURCE – The Best of the Best Customer Experiences

Collaborate to identify great brand interactions drawn from your personal experiences and dissect what made them great and how that was achieved. It’s a veritable list of “what to do and how” compiled by the folks who know it best!

3:30 PM

Networking, Refreshment, and Exhibition Break

3:55 PM

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.
Zone 1.
How to Keep Your Employees from Hanging Up on You
Zone 2.
Elevate Your Customer Experiences: The Power of Omnichannel Integration
Zone 3.
Driving Performance Across Sites with a Unified CX
Zone 4.
Six Key Steps to Ensure Success When Bringing AI to the Contact Center
Zone 5.
Driving Sales, Loyalty, and Customer Retention

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

Invigorate your body, mind, and soul as you run or walk just feet away from the white sands of Fort Lauderdale Beach while watching the sun rise over the Atlantic. It’s the perfect way to get ready for a great day of content and networking.

6:45 AM

Early Risers Yoga

Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

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

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

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.

Zone 1.
The Global Labor Crisis: Strategic Solutions Through Outsourcing
Zone 2.
Empower Your Agents and Transform Knowledge Sharing
Zone 3.
Leveraging Technology in Your Cost Avoidance Strategy
Zone 4.
Ensuring Seamless First Contact Resolution in Self-Serve

12:20 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts.
Topic Tables 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.

Zone 1.
Satisfy Your Employees’ Engagement Craving
Zone 2.
Improve the Coach, Improve the Team, Improve the NPS!
Zone 3.
Scaling to Meet Your Customer’s Service Priorities
Zone 4.
Frictionless Digital Journeys

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.

Zone 1.
Flipping the Switch: Evolving from a Labor Arbitrage Mindset to a Value Arbitrage Mindset
Zone 2.
From Attrition to Mission: How Data and Purpose Stop the Revolving Door

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

Invigorate your body, mind, and soul as you walk just feet away from the white sands of Fort Lauderdale Beach while watching the sun rise over the Atlantic.
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

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

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
Loan park
BallPArk
Loan Depot

12:15 PM

Check-In for the Customer Experience Tour

*Please note participation incurs an additional fee for those other than Customer Engagement Leadership Council members. See registration tab for details.

12:30 PM

Shuttle Departs

1:00 PM

Networking Luncheon

Join us for a delectable networking lunch that is sure to fill your belly with just enough fuel to give you that homerun hitting energy you’ll need at the loanDepot Park!

3:00 PM

Customer Experience Tour at loanDepot Park

4:30 PM

Customer Experience Tour Concludes and Shuttle Departs for the Marriott Harbor Beach Resort and Spa

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