Customer Contact East 2024

Agenda

CHOOSE BETWEEN FOUR 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. Getting Real About ChatGPT and AI Customer Care
Zone 2. Invigorating Engagement with Your Agents & Customers
Zone 3. The Tools to Remove the Friction Around Multichannel Experiences
Zone 4. An Operational Efficiency Tune-Up

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 continuously updated as additional information becomes available.


SATURDAY, APRIL 5, 2025 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

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

SUNDAY, APRIL 6, 2025 | NETWORKING DAY

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

8:00 AM

Welcome Mimosa Breakfast for Customer Engagement Leadership Council Members*

*Please note participation is exclusive to members only. For more information on the council, click here.

9:00 AM

Unwind the Mind: Sunday Networking Choices

Sip & Savor Cruise

Embark on an unforgettable journey with awesome company aboard a luxury yacht. Bask in the beautiful setting, surrounded by great vibes, stunning views, and delectable cuisine. Experience new heights while cruising through the waters with fantastic people and creating lasting memories under the sun. Lunch & Transportation provided.

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 like 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 7, 2025 | GENERAL SESSION AND SOLUTIONS & TECHNOLOGY PAVILION

7:45 AM

Registration, Continental Breakfast, and Solutions & Technology Pavilion

9:10 AM

Energizer

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

9:15 AM

BEST PRACTICE - Building a World-Class Culture

9:40 AM

Navigating the 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange

9:45 AM

Solutions & Technology Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

10:10 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 Path to a Successful AI and Large Language Models (LLM) Implementation
Zone 2.
From Data to Delight: How CARS Transformed VoC Data into Superior Customer Experiences
Zone 3.
How AdaptHealth Orchestrated a Personalized and Efficient Digital Customer Journey
Zone 4.
Catapulting Agent Agility and Resourcefulness: How Allergan Aesthetics Uses Knowledge Management

11:10 AM

Session to Session Travel Time

11:15 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 four themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty-minute rapid fire sessions with three rotations. First come, first serve, so choose wisely! Each brainstorming group will build upon the other to build a list of readily operationalized ideas for these shared challenges.

The Fix on Elevating Women in Leadership

The Fix on Traditional Email-based Customer Service

The Fix on Cross Sell, Up Sell Goals and Incentives

The Fix on Data and Governance

The Fix on Staying Remote

12:30 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:
PolyAI Technologies, ProcedureFlow, Uniphore

1:30 PM

Session to Session Travel Time

1:35 PM

CONCURRENT COLLABORATION ZONES – THINKTANKS

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.
Zone 1.
A Blueprint for Deploying GenAI Capabilities
Zone 2.
Optimizing Customer Experiences: Uniting Humans and Generative AI in Contact Centers
Zone 3.
Simplify Your Agents’ Desktop to Enhance Customer Experience: A Design Thinking Approach
Zone 4.
Technology Supports Productivity and Employee Engagement in the Back Office

3:00 PM

Solutions & Technology Pavilion, Briefing Sessions, Networking and Refreshments

3:45 PM

Navigating the 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange

3:50 PM

SUCCESS STORY – The Single Strategy that Built Multiple Award-Winning Service Experiences

4:20 PM

CAPSTONE – Begin With WE: Principles for Building and Sustaining a Culture of Excellence

5:15 PM

AND THE CCs AWARD GOES TO…

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 8, 2025 | GENERAL SESSION AND SOLUTIONS & TECHNOLOGY PAVILION

6:45 AM

Early Risers Beachside Run/Walk at Sunrise

Invigorate your body, mind, and soul as you run or walk just feet away from the white sands of Ft. Lauderdale 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 Beachside Yoga

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

8:00 AM

Continental Breakfast and Solutions & Technology Pavilion

8:45 AM

ICE BREAKER AND FUTURE FORWARD - Elevating Customer Success: Blending Personal Touch with Digital Innovation

9:15 AM

Energizer

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

9:20 AM

Session to Session Travel Time

9:25 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.
Generative AI and Large Language Models (LLM): From Buzzwords to Brass Tacks
Zone 2.
Preventing the Agent Attrition Plague – Strategies for Improving Retention
Zone 3.
Powering CX with Omnichannel Insight
Zone 4.
Supreme CX: The Marriage of Labor (BPO) and Technology

10:25 AM

Solutions & Technology Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

10:50 AM

ASK THE EXPERTS! Panel Discussion – 5 “Musts” to Unleash the Promise of Evolving Technology

11:35 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)

CROWDSOURCE – What We Know About Keeping Pace with Dynamic Customer Psychology

What makes your customers tick? It’s hard to drive meaningful outcomes if you don’t know how they think. Understanding how the psychology of our customers has changed will help us as CX leaders to design experiences that are more relevant than ever. Learn collaboratively to unpack customer psychology of the past; what we are experiencing in the present; and what we believe is on the horizon!

12:50 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: Coveo, eTech, Intradiem

1:50 PM

Session to Session Travel Time

1:55 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.
The Hidden ROI of AI-Driven Follow Up
Zone 2.
The First 90 Days: Igniting Engagement Right Out of the Gate
Zone 3.
Assembling a Winning Omnichannel Team

2:55 PM

Session to Session Travel Time

3:00 PM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.
3:05 PM

EXECUTIVE INSIGHT – Are Your Digital Support Technologies Helping or Hindering Your Customer’s Experience?

3:30 PM

Solutions & Technology Pavilion, Briefing Sessions, Networking and Refreshments

4:15 PM

SUCCESS STORY - Transforming Patient Care: A Journey to Healthier Patients and Contact Center Excellence

4:45 PM

CAPSTONE – Design Thinking – A Customer Obsessed Approach

5:20 PM

Beach Olympics Team Captain Reveal

Gather ’round beach lovers & spirited competitors! The moment we’ve all been waiting for is here – it’s time to choose our Beach Olympics Team Captains!

Get ready for a tidal wave of excitement as the fearless leaders who will guide us through sandy challenges and sun-soaked victories reveal themselves.

5:25 PM

General Session Concludes

It’s time to change gears, take a quick break to recharge, and lace up your sneakers because the games are about to begin!

6:00 PM

20th Anniversary Customer Contact East Beach Olympics

Gear up for a night of Olympic fun! Not to Be Missed: The Amazing Spread We’ll Be Serving for Dinner!

WEDNESDAY, APRIL 9, 2025 | GENERAL SESSION, SOLUTIONS & TECHNOLOGY PAVILION AND CUSTOMER EXPERIENCE TOUR

7:15 AM

Early Risers Beachside Walk

Invigorate your body, mind, and soul as you walk just feet away from the white sands of Ft. Lauderdale. It’s the perfect way to get ready for a great day of content and networking.

8:30 AM

Continental Breakfast and Solutions & Technology Pavilion

9:00 AM

ICE BREAKER AND HEADLINER – It Comes Down to Empathetic Communication and Human Connection

9:40 AM

BOOTCAMP – Developing Your Team’s Practical Leadership Skills

10:00 AM

Energizer

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

10:05 AM

EXECUTIVE BULLETIN – 3 Key Strategies You Can Deploy Today to Improve Your Employee Experience and Retention

10:35 AM

Solutions & Technology Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

11:05 AM

INTERACTIVE – The Masterminds Meetup

Welcome to the World-Famous Masterminds Meetup, a session centered on a give-and-get collaborative exchange with fellow participants. Connect 1:1 with peers who share your challenges to get feedback, recommendations, and answers while reciprocating across the table.

Started a conversation you didn’t finish? Want to meet someone you didn’t have enough time to engage with? Invite them to join you at the Masterminds Meetup! It’s as easy as clicking on their name in the event app and entering “Join me at the Mastermind.”

11:45 AM

INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

12:15 PM

Content for the 20th Anniversary Customer Contact East Concludes

CUSTOMER EXPERIENCE SITE TOUR
CHASE Stadium, Home of the Best Soccer Player in the World

What can I learn about customer experience from a soccer stadium, you ask? So, soooo much! Join us for a glimpse into the inner workings of this iconic club and hear from leadership of Guest Services how the club brings unforgettable soccer moments to life. As you step into this world-class facility, you’ll have the chance to access special areas like the club suites and even the players’ locker rooms, offering a behind-the-scenes look at the team’s daily operations.

Immerse yourself in the passion and excitement of Inter Miami CF as you walk through the 22,000-capacity CHASE Stadium, located within a 34-acre centralized facility. Whether you’re a die-hard soccer fan or looking to simulate new ideas to bring to your customers, a tour of CHASE Stadium promises an unforgettable journey through the heart of Inter Miami CF.

chase-stadium
pink-jersey
chase-stadium

12:30 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 the registration tab for details.

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 match winning goal energy you’ll need at CHASE Stadium!

Location: B Square Burgers
1021 E Las Olas Blvd, Fort Lauderdale, FL 33301

3:00 PM

Customer Experience Tour at CHASE Stadium

4:15 PM

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

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