- CustomerContactMindXchange - https://www.customercontactmindxchange.com -

Agenda – East

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

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.

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. [6]

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.

Hosted by:

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.

Hosted by:


MONDAY, APRIL 8, 2024 | GENERAL SESSION AND SOLUTIONS & TECHNOLOGY PAVILION

7:45 AM

Registration, Continental Breakfast, and Solutions & Technology Pavilion

Registration Items Hosted by:
Featured Demonstration
Hosted by:

8:30 AM

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

John McCahan, Vice President Customer Care, FTD

Abstract:
Get into the Room where decisions are made and stay there, as a CX Executive earn a seat at the table. Learn what each member of the C-Suite of a customer centric company actually cares about and influence decisions that improve customer experience, increase customer lifetime value, and positively influence the bottom line.

Key Take-Aways:

  • Insight on using relatable customer insight to drive improvements in CX and effectiveness to servicing
  • Best practices for building cross-functional teams that are aligned and will evangelize on customer centricity
  • Lessons learned in implementing strategy and executing actions to get C-Suite buy-in

Headliner:

John McCahan
Vice President Customer Care
FTD
 
Why You Should Listen to John:
John joined FTD as VP of Customer Care in 2019 and was brought in to lead service transformation post-bankruptcy. He brings a broad range of customer centric Contact Center and CX strategic leadership, attained in various industries including; banking, logistics, manufacturing, business services, and retail. He has led customer service transformations for both public and privately held companies. Prior to FTD, John held leadership positions at Avon, Milacron, Fifth Third Bank, Target and Equifax. John was a paratrooper and served 8 years in the US Army as a Captain on humanitarian and combat missions.

9:10 AM

Energizer

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

9:15 AM

BEST PRACTICE – Living Your Core Values: Establishing Critical Authenticity with Customers

David Wilson, Senior Director, Global Support and Integrity Operations, DoorDash

Abstract:

In today’s world of AI, robotic-language and overly scripted experiences, David will share how investing in authenticity, advocacy and action can lead to better connections and outcomes to connect to your customers and win the metrics game in your business. David will share the framework that is currently transforming DoorDash’s front line into a more action-focused and authentic team.

Key Take-Aways:

  • An understanding of the difference between today’s standard sympathy approach and the authenticity that customers really need
  • Best practices you will need to enable a large-scale empathy transformation
  • Pitfalls and findings to avoid throughout the journey

Rockstar Insight:

David Wilson
Senior Director, Global Support and Integrity Operations
DoorDash
 
Why You Should Listen to David:
Over a 20+ year career in designing awesome customer experiences, David has built a unique skill-set in understanding customer expectations and how to inspire and motivate large-scale operations teams to deliver. He is currently obsessed with true empathy and advocacy in his work at DoorDash and over the last year had led the transformation to customer-centricity. The future is in human and empathetic experiences and David can share the DoorDash journey to get there.

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.
Networking Break Hosted by:
Featured Demonstration
Hosted by:

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 Implementation of AI and Large Language Models (LLM)
Fred Fontes, General Manager, Implementation and Delivery, Replicant

Fab Facilitator:

Fred Fontes
General Manager, Implementation and Delivery
Replicant
 
Why You Should Listen to Fred:
Fred leads the Delivery organization at Replicant and specializes in applying generative AI in contact centers and beyond. With a background in data and analytics both as a practitioner and a leader at McKinsey & Company, Fred’s expertise spans across industries and functions, having spent time in his career driving transformations from Retail to Banking and Marketing to Supply Chain.

Zone 2.
From Data to Delight: How CARS Transformed VoC Data into Superior Customer Experiences
Mark Clauson, Chief Technology Officer, Charitable Adult Rides & Services (CARS)
Jim Iyoob, Chief Customer Officer, Etech Global Services


Abstract:
Data isn’t just information; it’s the driving force behind a paradigm shift in customer interactions. Learn firsthand from Charitable Adult Rides & Services (CARS) about the actionable framework they employed to transform customer satisfaction, boost employee engagement, and elevate CX.

Key Take-Aways:

  • Advanced techniques to systematically collect and analyze VoC data, achieving a deep understanding of customer needs and sentiments.
  • Enhanced capabilities to translate VoC insights into tailored customer experiences, delighting individuals through personalized interactions at every touchpoint.
  • Best practices for strategic analytics integration within your CX strategy, using data-driven decisions to enhance the end-to-end customer journey.

Fab Facilitators:

Mark Clauson
Chief Technology Officer
Charitable Adult Rides & Services (CARS)
 

Why You Should Listen to Mark:
With an automotive career spanning over three decades, Mark currently serves as the Chief Technology Officer at Charitable Adult Rides & Services (CARS). Mark’s pivotal role at CARS encompasses call center management for over 14 years, operational oversight, and data analysis, helping to shape the organization’s customer contact and experience domain. His transformative leadership style and adeptness in processing extensive data sets empower him to offer data-driven solutions for advancing CARS’ initiatives.

 
Jim Iyoob
Chief Customer Officer
Etech Global Services
 

Why You Should Listen to Jim:
Jim is a 34-year veteran of the call center/BPO industry with an impeccable track record of innovation and advanced business intelligence. He has been featured in numerous publications, including CIO Review, Contact Center Pipeline, and Connections Magazine. Additionally, he has been listed as one of the ‘Top 10 Business Leaders Transforming their Industry in 2023’ by CIOLook and named in the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”.

Zone 3.
How AdaptHealth Orchestrated a Personalized and Efficient Digital Customer Journey
Bill Lewis, Senior Director, Contact Center & Telephony Operations, AdaptHealth
Ginger Conlon, Thought Leadership Director, Genesys


Abstract:
When customer journeys are disjointed and generic, the overall customer experience suffers. The gap between customers’ expectations and their actual experiences creates frustration and damages engagement. Loyalty and wallet share vanish into that gap. Organizations that provide seamless, personalized journeys — making it easy to customers to get the information or services they need — are the ones who will retain more customers and build the greatest competitive advantage.

Key Take-Aways:

  • Strategies for connecting digital and voice channels that eliminate dead ends and streamline both individual interactions and end-to-end journeys
  • Proven ways to manage, measure, and optimize the customer journey without creating unintended consequences
  • Insights on using AI to personalize and improve the customer and employee experience while optimizing customer journeys

Fab Facilitators:

Bill Lewis
Senior Director, Contact Center & Telephony Operations
AdaptHealth
 

Why You Should Listen to Bill:
Over his 11+ years with the company, Bill has progressively moved into roles of increased responsibility based in part, on his talent for quickly mastering technology and business processes. In his current role, Bill leads a team focused on contact center technical operations. AdaptHealth is increasing its focus on leveraging AI and digital solutions to enhance the patient experience and Bill is instrumental in helping to execute on that vision.

 
Ginger Conlon
Thought Leadership Director
Genesys
 

Why You Should Listen to Ginger:
An award-winning editorial leader, Ginger Conlon is currently thought leadership director at Genesys, where she crafts research-led content on customer experience and co-hosts the “Tech Talks in 20” podcast and “CX Green Room” livestream show. Additionally, she serves on the Environmental Defense Fund’s Digital Advisory Council. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines, she set the editorial vision and strategy, which led to increased readership, reader engagement, and revenue. Ginger, a founding board member of CXPA, was selected as the 2023 CXStars awards’ #1 CX industry influencer by CX Magazine.

 

Zone 4.
Catapulting Agent Agility and Resourcefulness: How Allergan Aesthetics Uses Knowledge Management
Lisa Fleming, Training and Development Project Manager, Allergan Aesthetics, an Abbvie Company
Paul Russo, Learning & Development Technologist, Allergan Aesthetics, an Abbvie Company
Jaclyn Lo, Senior Customer Success Manager, ProcedureFlow

Abstract:

How can agents be empowered with the right information to assist with any customer inquiry? This can be especially challenging in highly regulated industries where processes are complex. Learn how Allergan Aesthetics reduced callbacks by 91%, accelerated agent proficiency by 50%, and reduced the number of escalations and incorrect transfers by empowering their agents with the right knowledge management strategy.

Key Take-Aways:

  • Insights on how to assess the current state of your knowledge base to increase agent resourcefulness
  • Proven ways on how to structure your training and onboarding program to maximize agent agility
  • A strategy to uncover barriers of proficiency and the steps to overcome it

Fab Facilitators:

Lisa Fleming
Training and Development Project Manager
Allergan Aesthetics, an Abbvie Company
 
Why You Should Listen to Lisa:
Lisa is an Austin-based Learning and Development expert with 20+ years’ experience in development of employees, process and productivity, performance management and curriculum design. Proficient in adult learning theory and methodologies – (ADDIE) Exceptional developmental skills in all phases of project management and delivery of blended learning solutions and work-integrated training.

 
Paul Russo
Learning & Development Technologist
Allergan Aesthetics, an Abbvie Company
 
Why You Should Listen to Paul:
Paul is an innovative Learning & Development Technologist at Allergan Aesthetics, driving high impact training solutions using state-of-the art digital training methodologies. Paul has over 30 years of learning and development experience and is passionate about elevating the learning experience and producing measurable and sustainable results.
 
Jaclyn Lo
Senior Customer Success Manager
ProcedureFlow
 
Why You Should Listen to Jaclyn:
Jaclyn is a CX leader specializing in onboarding, digital adoption, and change management strategies within Contact Centers. Passionate about employee empowerment and driving sustainable results, her expertise lies in identifying potential roadblocks, managing stakeholders, and implementing effective communication plans to drive successful software implementations.

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

Leza Holston, Director of Group Reservations, MSC Cruises

Hosted By:

Leza Holston
Director of Group Reservations
MSC Cruises
 

Why You Should Listen to Leza:
Leza brings a robust 18-year background in contact center management and customer experience. Her role involves crafting and implementing innovative strategies, fostering competitive differentiation, and deploying cost-effective solutions to enhance customer experiences. Leza’s diverse career includes leadership roles across various sectors, including SaaS, telecommunications, higher education, healthcare, waste management, and consumer products, where she has successfully driven engagement strategies to prevent revenue losses and generated substantial revenue by modernizing business processes.

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:
A perpetual student of data, technology, and human behavior, Angela relishes bringing people, process, and technology together to serve consumers. She believes in the power of coaching combined with analytics to drive sales results. She is passionate about mentoring, leadership development and community involvement. Angela’s career has spanned Consumer Product Goods, Retail, and Insurance. She currently has the honor of leading the TruStage Sales and Marketing Operations and serving on the TruStage Foundation Board.

The Fix on Data and Governance

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

Hosted By:

Sean Rajaram
Former 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.

The Fix on Staying Remote

Joel Kell, Vice President, Customer Solutions, Elevate

Hosted By:

Joel Kell
Vice President, Customer Solutions
Elevate
 

Why You Should Listen to Joel:
Joel is a seasoned Operations and CX executive with two decades of experience transforming the value of customer interactions and experiences in the fintech industry. Renowned for his innovative strategies and unwavering commitment to customer satisfaction, Joel has consistently driven bottom-line growth through his visionary leadership. Joel brings invaluable insights into harnessing technology and empathy to create exceptional customer journeys.

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.

Hosted by:
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
Devin Poole, Senior Product Marketing Manager, Coveo


Abstract:
Generative AI has the potential to impact every aspect of the customer service experience, from the way our customers interact digitally to the role our CSRs play. This interactive session will share lessons learned from companies currently using generative answering capabilities in production to help you make informed decisions.

Key Take-Aways:

  • Insights on building the case for GenAI
  • Advice to de-risk GenAI investments
  • Practical tips from GenAI deployments in the past 6 months

Fab Facilitator:

Devin Poole
Senior Product Marketing Manager
Coveo
 
Why You Should Listen to Devin:
Devin has been researching and advising executives on customer service and customer experience strategies for the past 15 years as an Analyst at two leading research firms. He writes and speaks on topics such as digital customer service experience, service channel strategy, personalization, AI, the Effortless Experience, and the agent experience. Throughout his career, he has worked across the globe, advising companies from Fortune 50 to technology startups.
 

Zone 2.
Optimizing Customer Experiences: Uniting Humans and Generative AI in Contact Centers
Dan Giatrels, Senior Vice President of Sales and Business Development, Interactions

Abstract:
Feeling overwhelmed by the possibilities of generative AI in the contact center? Uncertain about how to harness its potential? Join us to demystify generative AI and explore practical strategies for leveraging its power in contact centers that drive superior customer experiences, enhanced agent productivity, and operational excellence.
 
Key Take-Aways:

  • Insight into achieving the perfect balance: Discover the human-in-the-loop approach to leveraging generative AI for ethical, empathetic, and productive outcomes
  • Key findings in empowering agents: Collaborate with generative AI to boost agent productivity with automation and real-time insights
  • Best practices for elevating customer experiences: Unite human insight and AI efficiency for superior satisfaction, loyalty, and retention

Fab Facilitator:

Dan Giatrels
Senior Vice President of Sales and Business Development
Interactions
 
Why You Should Listen to Dan:
Dan is a distinguished professional with over 20 years of experience in the information technology and services industry. Renowned as a seasoned sales leader and conversational AI expert, Dan has a proven track record of delivering remarkable results for leading companies in the fields of Conversational AI (CAI), Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), and data center sectors.
 

Zone 3.
Simplify Your Agents’ Desktop to Enhance Customer Experience: A Design Thinking Approach
Fiona Vanderlinde, Product Marketing Manager, Upland Software


Abstract:
Explore the challenges agents have with their current desktop, and map out the typical agent flow, before ideating and thinking creatively to develop user-centric solutions that improve customer experience.

Key Take-Aways:

  • A fresh perspective and insight into agents’ daily struggles and challenges and how they impact service delivery
  • Insight into the Design Thinking framework (a human-centered problem-solving methodology) to map, brainstorm, and sketch a user-centric solution
  • Shared insights and solutions as a blueprint for a simplified Agent Desktop

Fab Facilitator:

Fiona Vanderlinde
Product Marketing Manager
Upland Software
 

Why You Should Listen to Fiona:
With a multifaceted background in CX, Knowledge Management, and Incident Management, Fiona brings strategic insights and innovative solutions to facilitate operational enhancements and bolster customer experiences. She has cultivated deep connections with clients, harnessing their unique insights to drive transformative change across diverse industries.

Zone 4.
Technology Supports Productivity and Employee Engagement in the Back Office
Mary Ann Chandler, Vice President, National Accounts, Intradiem

Abstract:
Back office automation can provide real time insights into productivity and make it easier for supervisors to identify when their direct reports need help throughout the day. This enables your back office employees to get the support they need to be more engaged and more productive in their work.
 
Key Take-Aways:

  • Insight on using back office technologies to connect supervisor and employees
  • Ways to make important compliance and training easy to accomplish
  • Tips for reducing burnout –all while improving productivity

Fab Facilitator:

Mary Ann Chandler
Vice President, National Accounts
Intradiem
 
Why You Should Listen to Mary Ann:
Mary Ann is a seasoned sales leader in the technology space. Her passion, energy, and unwavering dedication are evident in her commitment to surpassing customer expectations throughout their automation journey. Prior to joining Intradiem in 2011, Mary Ann was in the financial industry.

3:00 PM

Solutions & Technology Pavilion, Briefing Sessions, Networking and Refreshments

Networking Break Hosted by:
Featured Demonstration
Hosted by:

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

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


Abstract:

It’s one thing for the organization to have a CX vision, it’s another to bring it to fruition. Drawing from his experiences, Michael will demonstrate how to leverage the “Cathedral Strategy” to build multiple award-winning service environments in various industries. The “Cathedral Strategy” can be utilized to align the organization with a 3-year strategic roadmap to meet its strategic goals and is applicable for all levels of customer service maturity.

Key Take-Aways:

  • The 4 strategic imperatives that will make or break success
  • The 5 foundational blocks that drives your customer experience
  • The key steps to achieve scalability, people, and operational excellence

Rockstar Insight:

Michael Pace
Vice President, Global Member Services and Operations
Virgin Pulse
 
Why You Should Listen to Michael:
Michael believes that wildly successful companies start with successful customers and associates. Currently, he builds those experiences for Virgin Pulse, as their Vice President of Global Member Services and Operations. Michael has deep expertise in constructing pillars of a customer experience strategy for contact center or customer care teams.

4:20 PM

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

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


Abstract:

Corporate mission and visions statements are fantastic tools to externally communicate what your brand stands for, but they also fall short of achieving the same impact when viewed by the most important internal asset of each and every company: the employee. As a result of this disconnect, leaders and their teams are without a common and relatable “rally cry” to deliver at their highest and best potential.

Enter Principle-Based Leadership. There is no substitution for conspicuously stating and then aligning on the principles to fuel your organization.

Key Take-Aways:

  • The value and importance of principle-based leadership
  • The hidden pitfalls of leading with (even if unknowingly) a “me-orientation”
  • A roadmap for introducing principle-based leadership within your organization

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.

Hosted by:

TUESDAY, APRIL 9, 2024 | GENERAL SESSION AND SOLUTIONS & TECHNOLOGY PAVILION

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 Solutions & Technology Pavilion

Featured Demonstration
Hosted By:

8:30 AM

ICE BREAKER AND HEADLINER

Jasmine Green, Vice President, Enterprise Customer Solutions and Enablement, Nationwide

Headliner:

Jasmine Green
Vice President, Enterprise Customer Solutions and Enablement
Nationwide
 
Why You Should Listen to Jasmine:
In the course of her 39-year career, Jasmine continues to deliver proven leadership and wins in Customer Experience, Operations, Contact Centers, and Continuous Improvement.

8:55 AM

FUTURE FORWARD - Anticipating the Unfolding Landscape of Digital Technology

Haley Morse, Chief Customer Officer, Baker Hughes

Headliner:

Haley Morse
Chief Customer Officer
Baker Hughes
 
Why You Should Listen to Haley:
Bio is forthcoming.
 

9:15 AM

Energizer

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

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
Brian May, Director of Solutions Consulting, PolyAI


Abstract:
Generative AI offers a once-in-a-generation opportunity to transform the Contact Center. But what is real about this breakthrough technology and what is vaporware? Join us to get clarity and explore how your organization can best harness this capability.

Key Take-Aways:

  • Real-world Production Outcomes fusing traditional Intent models & GenAI
  • A framework to evaluate your own organization for opportunities
  • Insight on the tradeoffs to consider

Fab Facilitator:

Brian May
Director of Solutions Consulting
PolyAI
 

Why You Should Listen to Brian:
For the past 5 years Brian has led consultation, design, deployment, and ultimately the transformation of dozens of contact centers across a diverse set of clients from MidMarket to Fortune 100 firms, with a focus on integrating Machine Learning, Conversational AI and now Generative AI into these projects.

Zone 2.
Preventing the Agent Attrition Plague – Strategies for Improving Retention
Casey Denby, Vice President of Sales, Former Global Leader of Training & Operations, Zenarate


Abstract:
Something’s broken. As a Contact Center leader, you’re struggling every day to retain great talent. Meanwhile, that same talent is likely your highest risk of churning out of the team. Why? And more importantly, what can you do to prevent it? Join this insightful examination of what so many Contact Centers are getting wrong in their approach to agent development and retention and learn how you can reverse the trend and build an outstanding experience with tenured agents.

Key Take-Aways:

  • Impactful insight on what’s going wrong in agent hiring, development, and retention efforts today
  • Tips and strategies to address the key challenges of developing a best-in-class contact center training program
  • How to make the correlation to this problem and your Customer Experience and CSAT

Fab Facilitator:

Casey Denby
Vice President of Sales, Former Global Leader of Training & Operations
Zenarate
 

Why You Should Listen to Casey:
Casey is an experienced global leader of Operations & Training organizations with a rich background in contact center operational success. Casey has led multiple global Training organizations, including at Western Union and RE/MAX, overseeing training delivery, quality assurance, knowledge documentation, creative & interactive design and LMS.

 

Zone 3.
Powering CX with Omnichannel Insight
Randy Arellano, Head of Sales & Marketing, DATAMARK
Ali Karim, Director of Engineering, DATAMARK


Abstract:
In today’s dynamic customer service landscape, the ability to harness the full potential of omnichannel insights is crucial for delivering a seamless and proactive customer experience. Join us for a compelling exploration of how to leverage omnichannel insights and discover how your organization can stay ahead in the era of customer-centric service.

Key Take-Aways:

  • Insight on how advanced omnichannel technologies empower organizations to identify and resolve incoming contacts, proactively
  • Strategies to enhance customer satisfaction while minimizing operational costs
  • Concrete ways AI-driven omnichannel back-office operations can mitigate front-office challenges
  • Best practices in using AI/ML to identify data trends and predict call drivers

Fab Facilitators:

Randy Arellano
Head of Sales & Marketing
DATAMARK
 

Why You Should Listen to Randy:
With more than 30 years’ experience in the contact center and BPO industry, Randy is known as an expert at solving complex business challenges for his clients He has created advanced CX solutions for many of the F100 brands in all industry verticals, beginning with in-depth business assessment to identify gaps and needs, followed by the application of advanced processes, technologies, and cutting edge thought leadership focused on the customer journey.

 
Ali Karim
Director of Engineering
DATAMARK
 

Why You Should Listen to Ali:
Ali “Let’s automate that” is a seasoned contact center professional with a deep passion for innovation and a keen understanding of cutting-edge technologies like Generative AI. With a diverse background as an aeronautical engineer, Apple Genius Bar employee, Lululemon ambassador, and barista, Ali brings a unique perspective to solving complex business challenges across different industries.

 

Zone 4.
Supreme CX: The Marriage of Labor (BPO) and Technology
Tom Luther, Director, Channel Partnerships, Outsource Consultants


Abstract:
Let’s face it…it is a do more with less world than ever right now. Companies are being pressured to enhance their customer journey through investments in technology but aren’t afforded the budget to purchase. It’s constant pressure from Finance to free up cash and in our world, outsourcing a portion of your Contact Center can do worlds for your customer experience while saving a tremendous amount of cash that can be used for strategic initiatives across the organization. The interactive session will empower participants to understand and prioritize their technology and labor needs throughout a digital transformation.

Key Take-Aways:

  • The key elements necessary to develop a well-oiled strategy that includes elite staffing and effective use of technology, by channel, to ensure an elite Customer Experience
  • Innovative ideas that not only drive cost savings and efficiency but also promote responsible and sustainable practices throughout supply chains
  • A real-world case study illustrating the outsourcing outcomes of one company that was struggling with internal hiring, attrition, and the overall cost impact to their organization

Fab Facilitator:

Tom Luther
Director, Channel Partnerships
Outsource Consultants
 

Why You Should Listen to Tom:
Tom is a strategic thought leader with 20 years in the world of CX and Digital Transformation. Tom’s career has been dedicated to enhancing customer satisfaction and loyalty through strategic CX initiatives. His deep understanding of customer needs and market trends has allowed him to spearhead transformative projects that have elevated overall customer experience. Tom’s CX approach is always grounded in the marriage between reliable labor and customer-friendly 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.
Networking Break Hosted by:
Featured Demonstration
Hosted by:

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:
Lydia Clayton, Assistant Vice President, Contact Center Operation & Center of Excellence, Cox Automotive
Gina Marchese, Senior Director, Consumer Connections, LIXIL
Tatiana Perez, Senior Director, Guest Port Services, Carnival Cruise Line
Olga Quiros, Global Customer Care Leader, Voxel
Samuel Vazquez Jr., Former Vice President, Application Support & Incident Management, JPMorgan Chase & Co.


Abstract:
Benefit from the pragmatic advice of customer contact experts experienced in harnessing the promise of emerging technology. Learn how they navigated the five phases of the journey: Pre-work; install; in-process; issues and opportunities; and ongoing. Discover each of their approaches to dealing with the challenges within each phase, what worked, and what did not. Real-world challenges and real-world solutions!

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:

Lydia Clayton
Assistant Vice President, Contact Center Operation & Center of Excellence
Cox Automotive
 
Why You Should Listen to Lydia:
Lydia is a passionate advocate for problem-solving, innovation, and effective leadership. She is often the first to lead enterprise-wide transformational ventures focused on improving client loyalty and team member experiences through process optimization, platform modernization, and digital enablement. Her breadth of experience spans from technology to operations, marketing to sales, and strategic planning to logistics across private sectors and the Department of Defense.
 
Gina Marchese
Senior Director, Consumer Connections
LIXIL
 
Why You Should Listen to Gina:
With over two decades of experience, Gina is a seasoned professional in customer service leadership. She specializes in building contact centers from the ground up and has a proven track record of implementing innovative systems to enhance overall efficiency and consumer satisfaction.
 
Tatiana Perez
Senior Director, Guest Port Services
Carnival Cruise Line
 
Why You Should Listen to Tatiana:
Hailing from Miami, Fl, the cruise capital of the world, Tatiana has been in the biz for close to 15 years. In between, she achieved significant operational successes and accolades at ADP, Inc, where she took a 10-year hiatus from the travel industry. All throughout her journey, regardless of sector, she’s had one north star – make the customer happy by making her team members happy.
 
Olga Quiros
Global Customer Care Leader
Voxel
 
Why You Should Listen to Olga:
Building her career on a foundation of expertise in marketing, technological, and business leadership, Olga is a dynamic and impactful executive with a unique blend of leadership, strategic thinking, and operational expertise. In the span of 28 years, Olga has proven ability to navigate dynamic environments and multicultural teams. Passionate about being at the forefront of shaping the customer experience landscape for diverse portfolio of brands her career includes appointments for strategic and leading roles at Voxel, Expedia, Telefonica, British Gypsum, Kering Group (Pinault-Printemps-Redoute), and others.
 
Samuel Vazquez Jr.
Former 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 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!
Nate Brown, Co-Founder, CX Accelerator

Hosted By:

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.

Hosted by:
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
Sean Minter, Founder and Chief Executive Officer, AmplifAI


Abstract:
This interactive session will focus on the costly impact of failing to follow up on employee coaching investments. It introduces AI-driven follow up as a strategic solution to transform the current practice of random actions into systematic follow through – ensuring effective resource use, boosting overall performance and EX + CX.

Key Take-Aways:

  • A detailed blueprint outlining steps to integrate AI-driven follow up
  • An exhaustive checklist detailing the pitfalls of inadequate follow-up and the associated hidden costs. A tool to effectively identify and assess the often-overlooked expenses of inadequate follow up in current operational environments
  • A behavior mapping template, detailing key contact center behaviors essential for effective follow-up coaching and recognition strategies

Fab Facilitator:

Sean Minter
Founder and Chief Executive Officer
AmplifAI
 

Why You Should Listen to Sean:
Sean is a strategic visionary dedicated to elevating large organizations by harnessing the synergy of technology, people, and processes. With a career centered on converting average KPIs into exceptional results, Sean believes that the core of any successful transformation is its people, guided by leaders committed to fostering positive change. His approach intertwines innovative thinking with next-gen technology to drive organizational excellence.

Zone 2.
The First 90 Days: Igniting Engagement Right Out of the Gate
Amy Bouthilet, Vice President, Global Talent, Alta Resources


Abstract:
The onboarding of employees plays a pivotal role in establishing a foundation for long-term success. Prioritizing employee engagement during the initial 90 days is a strategic investment in cultivating positive relationships, fostering trust, and nurturing a collaborative work environment. This interactive session is designed to empower leaders with actionable strategies to maximize engagement and drive positive results from day one.

Key Take-Aways:

  • Strategic insights on Employee Engagement Megatrends
  • Holistic framework for elevating engagement across the employee lifecycle
  • Best practices for launching impactful engagement initiatives in the first 90-days

Fab Facilitator:

Amy Bouthilet
Vice President, Global Talent
Alta Resources
 

Why You Should Listen to Amy:
With 15+ years of consumer care experience, Amy has a proven track record of increasing employee engagement and, in turn, helping global brands maximize customer experiences. She has made employee engagement a primary focus within her current organization and recent engagement results have classified them as a world class engagement culture. Whether in a corporate support role or in direct management of a consumer care team, Amy has a personal passion to deliver results.

Zone 3.
Assembling a Winning Omnichannel Team
Ian Tempro, Chief Operating Officer, IA Solutions


Abstract:
Create a dynamic and forward-thinking omnichannel team that is equipped to handle the ever-changing expectations of customers. Understand the importance of cross-functional collaboration and knowledge sharing in a multidisciplinary team. Examine the vital role technology plays in facilitating immediate customer support and interaction.

Key Take-Aways:

  • Best practices for integrating efforts across departments to ensure cohesive and effective strategy
  • Strategies for assembling a successful omnichannel team, integrating multi-channel expertise for a competitive edge
  • Advice on how to create a unit that’s as responsive as it is innovative in meeting customer needs
  • Proven ways to synchronize diverse talents to revolutionize customer engagement
  • A guide to integrating varied skills for a cohesive and successful strategy

Fab Facilitator:

Ian Tempro
Chief Operating Officer
IA Solutions
 

Why You Should Listen to Ian:
As an industry veteran with 20 years of experience in steering contact center operations, Ian’s leadership as COO of Insta Answer has been instrumental in incorporating service focused technology to drive improved customer engagement. He is committed to helping brands reach their CX goals and is recognized for his ability to build truly bespoke programs across diverse industries.

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?

Colin Crowley, Vice President of Customer Support, Maven Clinic

Abstract:
Technology can make you or break you, serving as the boundary line that determines the space in which you are allowed to operate and innovate. More than that, the right digital vision for your customer support tech stack determines the extent to which you can deliver on your promises to your customers, your team, and your company. However, with so many technologies to choose from, each running together into the other – and often very little money to spend – how can you make the best decisions to empower your customer support organization?

Key Take-Aways:

  • Key attributes to consider for building (and not under-or over-building) your tech stack for customer support
  • Insight on how to make tough decisions about when (and when not) to invest in new technologies
  • Best practices for ensuring you get the most possible out of your technology investments in customer support
  • Pitfalls to avoid when walking the fine line of putting money into AI and RPA

Rockstar Insight:

Colin Crowley
Vice President of Customer Support
Maven Clinic
 

Why You Should Listen to Colin:
Colin has spent over 15 years managing global customer experience organizations and promoting technological changemaking. He specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, product innovation, and gold-standard quality and efficiency.

3:30 PM

Solutions & Technology Pavilion, Briefing Sessions, Networking and Refreshments

Networking Break Hosted by:
Featured Demonstration
Hosted By:

4:15 PM

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

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


Abstract:
Adding value in a health care contact center means supporting patients in non-traditional ways. Utilizing data & technology to proactively identify potential health risks in patients and supporting products and services that can improve their health and increase organizational revenue. This value-added approach not only enhances patient outcomes but also establishes the contact center as a member of the care team in the journey towards improved health.

Key Take-Aways:

  • Best practices for adding value to your patients, customers, and organization
  • Strategies for enhancing Contact Center operations, anticipating customer needs, and supporting products and services
  • Ways to leverage data & technology to empower contact center teams to make informed decisions and make better health easier for patients

 

Rockstar Insight:

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.

4:45 PM

CAPSTONE – Design Thinking – A Customer Obsessed Approach

Julie Weingardt, Chief Operations Officer, Turo


Abstract:
Design thinking is a process for solving problems by prioritizing the consumer’s needs above all else. It is about experiencing the current service experience ‘as a customer’ and designing high-quality interactions with people before, during and after they become customers. Building a customer-obsessed culture only happens when the customer support journey is a key consideration in every aspect of the business. Learn how Turo, the world’s largest car sharing marketplace, takes a proactive customer-first approach promotes growth. Find out how the entire organization is equipped with the tools to understand customer pain points and discover ways for your own brand to use design thinking to move customer obsession from a pipe dream to an operational reality.

Key Take-Aways:

  • Fresh perspectives on why a proactive customer-first approach promotes growth
  • Insight on leveraging support center data and customer feedback to design product and technology features that create delightful experiences
  • Blueprint for using design thinking related to the front-line support experience to improve the customer experience

Headliner:

Julie Weingardt
Chief Operations Officer
Turo
 

Why You Should Listen to Julie:
Julie strives to transform customer touchpoints into powerful relationship- and brand-building events using innovative thinking and highly efficient business practices. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing solutions in partnership with product and design departments using combinations of internal and outsourced teams.

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 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 10, 2024 | GENERAL SESSION, SOLUTIONS & TECHNOLOGY PAVILION 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 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 Solutions & Technology Pavilion

9:00 AM

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

Darren Stavely, Vice President, Operations | Card Services | Shared Services | Call Centers, FLEETCOR


Abstract:
Numerous companies are obsessed with thoughts such as, “What can A.I. replace?” or “Who can A.I. replace?” Many are forgetting to address the question, “What can A.I. not replace?” From the most recluse of introverts to the most outgoing extroverts, all humans desire connection and communication – that is, with each other.

Key Take-Aways:

  • Best practices on getting back to the basics of remarkable service.
  • Lessons learned on how to be effective first, and efficient second.
  • Fresh perspective on how to partner with technology to deliver the best human experience.

Headliner:

Darren Stavely
Vice President, Operations | Card Services | Shared Services | Call Centers
FLEETCOR
 

Why You Should Listen to Darren:
As a 20-year veteran in the financial services industry, Darren is obsessed with customer experience and solving big problems. He has had the good fortune to serve the underbanked as well as the most affluent of clients. Passion for people and building relationships is what makes his energy so contagious and a sought-out speaker in the business community.

9:40 AM

BOOTCAMP – Developing Your Team’s Practical Leadership Skills

Samuel Vazquez Jr., Former 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.
Former 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.

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

Katherine 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:

Katherine Ketter
Associate Vice President, Customer Experience
Jefferson Health Plans
 

Why You Should Listen to Katherine:
Kat is a seasoned healthcare leader, public speaker, and board advisor with a passion for people. Kat leads the organization in its voice of the customer program and customer experience strategy, as well as programs for employee mentorship and engagement. With more than 20 years of experience in healthcare and contact centers, Kat is passionate about creating high-touch, unforgettable experiences for customers and employees alike.

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 Meet-Up

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

Moderator:
Bernie Arnason, Industry Principal, Frost & Sullivan

Panelists Include:
Joel Kell, Vice President, Customer Solutions, Elevate
James Pavlovich, Vice President Customer Experience and Operations, Straumann Group
Derek Pawsey, Senior Director of Customer Support (Self-Service), Wix
Clare Santos, Director, Knowledge & Quality, Customer Service Experience (CSX), Aviso Wealth, Customer Engagement Leadership Council Member


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.

Moderator:

Bernie Arnason
Industry Principal
Frost & Sullivan
 

Why You Should Listen to Bernie:
A member of the CX team at Frost & Sullivan, Bernie brings over 25 years of Information & Communication Technologies industry experience. As an Industry Principal, Bernie focuses his research on important CX trends in the contact center. Prior to Frost & Sullivan, Bernie spent close to 18 years as a principal and partner at a boutique management consulting firm in the telecom industry and is a past Editor-in-Chief of Telecompetitor.com, an online industry publication.

 

Panelists Include:

Joel Kell
Vice President, Customer Solutions
Elevate
 
Why You Should Listen to Joel:
Joel is a seasoned Operations and CX executive with two decades of experience transforming the value of customer interactions and experiences in the fintech industry. Renowned for his innovative strategies and unwavering commitment to customer satisfaction, Joel has consistently driven bottom-line growth through his visionary leadership. Joel brings invaluable insights into harnessing technology and empathy to create exceptional customer journeys.
 
James Pavlovich
Vice President Customer Experience and Operations
Straumann Group
 
Why You Should Listen to James:
Known for his ability to lead teams through successful organization transformations utilizing innovative technologies, James focuses on developing customer-centric metrics and creating empowered teams to make data-driven decisions. Working in high-growth businesses for the bulk of his career, James is currently tasked with making Straumann Group a company that is easy to do business with.
 
Derek Pawsey
Senior Director of Customer Support (Self-Service)
Wix
 
Why You Should Listen to Derek:
With a decade of experience in fast-paced startups, ranging in size from 50 to 5000+ employees and 100 to 10,000,000+ users, Derek has helped launch and scale most types of customer centric teams. Currently focused on agent performance improvement and optimizing the self-help experience at WIx, he’s most excited about learning how to utilize GenAI to evolve customer care.
 
Clare Santos
Director, Knowledge & Quality, Customer Service Experience (CSX)
Aviso Wealth
Customer Engagement Leadership Council Member
 
Why You Should Listen to Clare:
An avid believer that learning is the foundation to one’s success and development, Clare is dedicated to fostering a culture of learning alongside people who are passionate about building the right solution for learning in any environment. Clare has been in Learning & Development (L&D) for over 18 years within various industries like insurance, technology, & eCommerce, and is experienced in Contact Centre Operations, Quality Assurance, Customer and Employee Experience as well as L&D in both corporate and frontline settings. Before joining Aviso Wealth, she led Priceline’s Customer Care Training Team overseeing the training for their BPOs and was with Sonnet Insurance leading their Training, Communications, and Knowledge teams.

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

Customer Contact Center Site Tour Concludes and Shuttle Departs for the Marriott Harbor Beach Resort and Spa