SUNDAY, APRIL 7, 2024 | NETWORKING DAY
Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
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
KICKOFF AND HEADLINER – Mastering the Kind of Data-Driven Narrative that Engages Your C-Suite
9:10 AM
Energizer
9:15 AM
BEST PRACTICE – Living Your Core Values: Establishing Critical Authenticity with Customers and Employees
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
(OR)
THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
The Fix on Making Hybrid Contact Centers Work
The Fix on Traditional Email-based Customer Service
The Fix on Cross Sell, Up Sell Goals and Incentives
The Fix on Data and Governance
12:30 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:30 PM
Session to Session Travel Time
1:35 PM
CONCURRENT COLLABORATION ZONES – THINKTANKS
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
4:20 PM
CAPSTONE – This is How You Make it onto the BEST Places to Work List!
5:15 PM
AND THE CCs AWARD GOES TO…
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
6:30 AM
Early Risers Beachside Yoga
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
9:15 AM
Energizer
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
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.
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
12:50 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
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
3:05 AM
EXECUTIVE INSIGHT – Are Your Digital Support Technologies Helping or Hindering Your Customer’s Experience?
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!
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
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
9:40 AM
BOOTCAMP – Developing Your Team’s Practical Leadership Skills
10:00 AM
Energizer
10:05 AM
EXECUTIVE BULLETIN – 3 Key Strategies You Can Deploy Today to Improve Your Employee Experience and Retention
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
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.
4:30 PM