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. 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
Zone 5. Identifying the Right Data and Insights to Improve the CX

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

Jump to:

Schedule-at-a-Glance is continuously 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

Unwind the Mind: Sunday Networking Choices

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 8, 2024 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

8:30 AM

KICKOFF AND HEADLINER – Mastering the Kind of Data-Driven Narrative that Engages Your C-Suite

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 – Living Your Core Values: Establishing Critical Authenticity with Customers and Employees

Daniel Burks, Vice President of Product and Process, America’s Car-Mart

Rockstar Insight:

Daniel Burks
Vice President of Product and Process
America’s Car-Mart

Why You Should Listen to Daniel:
Bio is forthcoming.

9:40 AM

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

9:45 AM

Networking, Refreshment, and Exhibition Break

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.

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 Making Hybrid Contact Centers Work

The Fix on Traditional Email-based Customer Service

Le Quiche Singletary, Enterprise Customer Service Director, Pediatric Associates

Hosted By:

Le Quiche Singletary
Enterprise Customer Service Director
Pediatric Associates

Why You Should Listen to Le Quiche:
Le Quiche is responsible for customer experience improvement programs, frontline training curriculums, reputation management, and grievance advocacy for 100 + locations. Her philosophy toward work is based on good leadership – “It’s my job to inspire my staff, to provide them with guidance, and to lead them by example. Only then can we reach our goals.” As an expert in the field of customer experience, she is passionate and enthusiastic about her ability to invoke organizational change!

The Fix on Cross Sell, Up Sell Goals and Incentives

Angela McCann-Lair, Vice President, Sales and Marketing Operations, TruStage, Customer Engagement Leadership Council Member

Hosted By:

Angela McCann-Lair
Vice President, Sales and Marketing Operations
TruStage
Customer Engagement Leadership Council Member

Why You Should Listen to Angela:
Bio is forthcoming.

The Fix on Data and Governance

Sean Rajaram, Senior Director Digital Service & Automation Delivery, SmileDirectClub

Hosted By:

Sean Rajaram
Senior Director Digital Service & Automation Delivery
SmileDirectClub

Why You Should Listen to Sean:
Passionate about the transformative potential of digital channels and automation, Sean has consistently stayed ahead of industry trends, leveraging data and emerging technologies to drive digital transformation and create impactful customer experiences.

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.

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.

3:00 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

3:45 PM

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

3:50 PM

SUCCESS STORY – Aligning the Organization with the 3-Year Strategic Roadmap

Michael Pace, Vice President, Global Member Services and Operations, Virgin Pulse

Rockstar Insight:

Michael Pace
Vice President, Global Member Services and Operations
Virgin Pulse

Why You Should Listen to Michael:
Bio is forth coming.

4:20 PM

CAPSTONE – This is How You Make it onto the BEST Places to Work List!

Kyle McDowell, Leadership Coach and Best-Selling Author, Begin With We

Headliner:

Kyle McDowell
Leadership Coach and Best-Selling Author, Begin With We

Why You Should Listen to Kyle:
As a Senior Executive who led tens of thousands of employees around the globe, Kyle amassed an impressive track record of delivering great results inside some of the biggest companies in America. Kyle’s passion for people and proven ability to cultivate truly authentic and courageous leaders were born from an unwavering belief that there’s a better way to thrive in Corporate America.

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 9, 2024 | GENERAL SESSION AND EXHIBITION

6:30 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.

6:30 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.

7:45 AM

Continental Breakfast and Exhibition

8:30 AM

ICE BREAKER AND HEADLINER – Digital Experiences on the Horizon: Leveraging a New Reality to Reimagine Customer Care

Adrian Paull, Vice President, Customer Service, L3 Harris Technologies

Headliner:

Adrian Paull
Vice President, Customer Service
L3 Harris Technologies

Why You Should Listen to Adrian:
Bio is forthcoming.

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.

10:25 AM

Networking, Refreshment, and Exhibition Break

10:50 AM

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

Moderator:
Cippy Seidler, Director, Consumer Care Center, Banner Health

Panelists Include:
Daniel Burks, Vice President of Product and Process, America’s Car-Mart
Tatiana Perez, Senior Director Guest Port Services, Carnival Cruise Line
Olga Quiros, Director Global Customer Operations, Expedia Group
Samuel Vazquez Jr., Vice President, Application Support & Incident Management, JPMorgan Chase & Co.

Moderator:

Cippy Seidler
Director, Consumer Care Center
Banner Health

Why You Should Listen to Cippy:
Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

Panelists Include:

Daniel Burks
Vice President of Product and Process
America’s Car-Mart

Why You Should Listen to Daniel:
Bio is forthcoming.

Tatiana Perez
Senior Director Guest Port Services
Carnival Cruise Line

Why You Should Listen to Tatiana:
Bio is forthcoming.

Olga Quiros
Director Global Customer Operations
Expedia Group

Why You Should Listen to Olga:
Bio is forthcoming.

Samuel Vazquez Jr.
Vice President, Application Support & Incident Management
JPMorgan Chase & Co.

Why You Should Listen to Samuel:
Samuel is a distinguished figure in the contact center industry, boasting over two decades of profound expertise and leadership. Throughout his illustrious career, Samuel has been instrumental in elevating the performance and support services of prominent companies such as Verizon, Nationwide Insurance, and JP Morgan Chase. His keen understanding of the sector’s dynamics and his emphasis on prioritizing the human element has consistently resulted in the delivery of superior customer service experiences.

11:35 PM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

(OR)

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

What makes your customers tick? You must understand the human psychology that drives behavior in order to make the kind of strong connection every company dreams of. Collaborate to identify what we have seen of behavior in the past; what we are experiencing in the present; and what is on the horizon. It’s a veritable list of “what’ happening now; what will happen tomorrow; what to do about it; and how” compiled by the folks who know it best!

Nate Brown, Co-Founder, CX Accelerator

Hosted By:

Kelly Nate Brown Nate Brown
Co-Founder
CX Accelerator

Why You Should Listen to Nate:
Nate is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Nate was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals.

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.

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.

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 AM

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

Colin Crowley, Vice President of Customer Support, Maven Clinic

Rockstar Insight:

Colin Crowley
Vice President of Customer Support
Maven Clinic

Why You Should Listen to Colin:
Bio is forthcoming.

3:30 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

4:15 PM

EXECUTIVE INSIGHT

4:45 PM

CAPSTONE – Employing Design Thinking: Measure, Analyze, and Act!

Julie Weingardt, Chief Operations Officer, Turo

Headliner:

Julie Weingardt
Chief Operations Officer
Turo

Why You Should Listen to Julie:
Bio is forthcoming.

5:20 PM

CCs – And the People’s Choice Goes To….

5:30 PM

Beach Olympics Team Captain Revealing

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.

5:35 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 Olympics & Cookout

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

WEDNESDAY, APRIL 10, 2024 | GENERAL SESSION, EXHIBITION AND CUSTOMER CONTACT CENTER 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 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.

8:30 AM

Continental Breakfast and Exhibition

9:00 AM

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

Patrick Kokoruda, Vice President – Clinical Access Management/Contact Center, Geisinger

Headliner:

Craig Antonucci Patrick Kokoruda
Vice President – Clinical Access Management/Contact Center
Geisinger

Why You Should Listen to Patrick:
Patrick leads Access Strategy & Operations, which includes, a Contact Center operation with over 500 employees, supporting over 6,000,000 member contacts annually, Nurse Triage team, Capacity Management, Access Analytics & Technology teams.

9:40 AM

BOOTCAMP – Developing Your Team’s Practical Leadership Skills

Samuel Vazquez Jr., Vice President, Application Support & Incident Management, JPMorgan Chase & Co.

Abstract:
The art of nurturing practical leadership skills within the evolving landscape of contact centers and remote environments will be highlighted, showcasing innovative strategies and tools for leaders to effectively manage, motivate, and connect with their teams across virtual platforms. The session will focus on adapting leadership styles to meet the unique challenges of today’s digital and remote workspaces, ensuring team cohesion, productivity, and resilience in a rapidly changing world.

Key Take-Aways:

Insight on why you need to embrace technology for enhanced communication and cohesion
Examples of how leadership requires adaptability and empathy in remote settings
Best practices for motivation and engagement that are key to remote team success

Rockstar Insight:

Samuel Vazquez Jr.
Vice President, Application Support & Incident Management
JPMorgan Chase & Co.

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

Kat Ketter, Associate Vice President, Customer Experience, Jefferson Health Plans

Abstract:
Fostering a great culture and encouraging high performance is a combination of both magic and mastery. We want to create an atmosphere where people are passionate about their work and feel energized to do their absolute best every day. In this session, you will learn what’s in the secret of great culture and the tools that employees need in order to be engaged.

Key Take-Aways:

Insights on how to build a strategic framework for delivering exceptional customer experiences focused on MAGIC – Meaning, Autonomy, Growth, Impact and Connection
Proven tools that will help your organization master alignment, belonging and clarity to create a purpose that resonates with your team
Tips on how to create an environment in which employee voices are heard, each employee connects to your mission and vision, and high touch customer service becomes embedded in the fabric of your culture
Best practices on how to create an all-star customer service mindset with your teams, incorporating frameworks for employee voice, employee retention and employee appreciation

Rockstar Insight:

Kat Ketter
Associate Vice President, Customer Experience
Jefferson Health Plans

Why You Should Listen to Kat:
Bio is forthcoming.

10:35 AM

Networking, Refreshment, and Exhibition Break

11:05 AM

INTERACTIVE

Welcome to the World-Famous Masterminds Meetup, a session centered on collaborative exchange. Dive into a private forum of three, where you can seek solutions to your most pressing challenges. If two heads are better than one, envision the potency of a trio. Select from various topics and be matched with individuals who share similar interests and experiences. Do not miss this opportunity to engage in a one-to-two discussion format, where you articulate your challenge and receive feedback, recommendations, and answers.

Started a conversation you didn’t finish? Keep the discussion going by inviting them to join the group session with a Mastermind VIP invitation via the instant messenger feature in the event app.

11:45 AM

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

Abstract:
Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

12:15 PM

Content for the 20th Anniversary Customer Contact East Concludes

CUSTOMER CONTACT CENTER TOUR

12:30 PM

Check-In for Customer Contact Center Site Tour. Lunch will be provided.

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

4:30 PM