AGENDA

Interactive & Highly Collaborative Content

For further information or to register, call Adam Geiger at 1-305-807-8134, or email him at events.us@frost.com

25apr7:00 PMSaturday, April 25, 2020 | Arrival DayArrive Saturday to participate in Sunday’s Networking Activity.
Suggested Arrival Time
7:00 PM

26apr8:30 AMFeaturedSunday, April 26, 2020 | Networking Day and Customer Engagement Leadership Council MeetingLink in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.
Participation in the Customer Engagement Leadership Council Europe Annual Meeting is restricted to Council Members only.
8:30 AM

26apr8:30 AMSip & SailHosted by: VERINT8:30 AM

26apr3:00 PMCustomer Engagement Leadership Council Meeting3:00 PM

26apr3:15 PMSponsor Workshop3:15 PM

26apr4:30 PMCustomer Engagement Leadership Council Meeting Concludes4:30 PM

26apr4:45 PMSponsor Registration & Orientation Reception4:45 PM

26apr6:00 PMPresenter & Thought Leader Orientation6:00 PM

26apr6:45 PMMeet 'n' Greet6:45 PM

26apr7:30 PMWelcome Networking Reception & Event KickoffHosted By: DATAMARK7:30 PM

27apr7:45 AMFeaturedMonday, April 27, 2020 | General Session and Exhibition7:45 AM

27apr7:45 AMRegistration, Continental Breakfast, and ExhibitionFeatured Demonstration Hosted By: Salesforce7:45 AM

27apr8:30 AMWelcome & Headliner – The Future of CX Is Here: Is Your People Strategy Keeping Up with Your Tech Strategy?8:30 AM Headliner: Gary Magenta, Senior Vice President, Customer Experience, Root

27apr9:20 AMNavigating the 16th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange9:20 AM

27apr9:30 AMSuccess Story – Determining and Measuring Outcomes for Impact!9:30 AM

27apr9:50 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: ServiceNow9:50 AM

27apr10:20 AMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Case Histories Explore a Specific Use Case and Include Informal Conversations That Draw upon the Experience and Expertise of the Featured Executive and Participants.
NOTE: The STRATEGIC BOARDROOM is Reserved For Senior Level, Seasoned Executives and Seating is Limited to Encourage Maximum Participant Interaction.
10:20 AM

27apr10:20 AMStrategic Boardroom Zone 1: Identifying Your Customer's Priorities10:20 AM Fab Facilitator: Gary Magenta, Senior Vice President, Customer Experience, Root

27apr10:20 AMCase History Zone 2: The Critical Role of the Contact Center in the Experience Economy10:20 AM

27apr10:20 AMCase History Zone 3: Employee Experience: Leveraging Data to Drive Down Employee Effort10:20 AM Fab Facilitator: Neil Crane, Vice President, IT and Product, Cicero

27apr10:20 AMCase History Zone 4: Intelligent Automation: Simplifying Complex Customer Interactions for the Agent10:20 AM

27apr10:20 AMCase History Zone 5: Readying Your Contact Center for Next Gen Technology: What You Don't Know You Don't Know10:20 AM

27apr10:20 AMCase History Zone 6: Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer10:20 AM

27apr11:15 AMSession to Session Travel Time11:15 AM

27apr11:20 AMInteractive – Solutions WheelPlay 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 –11:20 AM

27apr11:20 AMExecutive Presentation and Crowdsource – The Threat of Automation: Ideas for Addressing Fear and Resistance11:20 AM

27apr11:20 AMExecutive Presentation and Crowdsource – Budget Optimization: Ideas for Driving Out Cost in the Contact Center11:20 AM Rockstar Insights: Rena Thompson, Director of Call Center Operations, Cleveland Clinic

27apr12:35 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, ServiceNow, Outsource Consultants12:35 PM

27apr1:40 PMSession to Session Travel Time1:40 PM

27apr1:45 PMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable Sessions Capture the Power of All Participants’ Voices, Insights and Experiences via Group Discussion and Exploration of the Issue at Hand.
NOTE: The STRATEGIC BOARDROOM is Reserved For Senior Level, Seasoned Executives and Seating is Limited to Encourage Maximum Participant Interaction.
1:45 PM

27apr1:45 PMStrategic Boardroom Zone 1: Meeting the Unique Challenges of the Enterprise Contact Center1:45 PM Fab Facilitator: Bassem Hanna, Associate Director, Call Center Technology, Johnson & Johnson

27apr1:45 PMRoundtable Zone 2: Beyond the Contact Center: Championing an Organization-Wide Effortless Experience1:45 PM Fab Facilitator: Devinder Singh, Vice President, Global Business Solutions, Teleperformance

27apr1:45 PMRoundtable Zone 3: Measuring the Agent Experience to Propel Contact Center Efficiencies1:45 PM

27apr1:45 PMRoundtable Zone 4: Transforming Service: Building Powerful Knowledge Bases and Communities1:45 PM Fab Facilitator: Tom Brennan, Global Director, Customer Service Transformation, ServiceNow

27apr1:45 PMRoundtable Zone 5: Soft Benefits Driving AI Decisions, More than ROI1:45 PM

27apr1:45 PMRoundtable Zone 6: Leveraging Six Sigma in the Contact Center1:45 PM

27apr3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

27apr3:40 PMInteractive – Solutions WheelPlay 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 –3:40 PM

27apr3:40 PMThe Fix – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges3:40 PM

27apr4:55 PMSession to Session Travel Time4:55 PM

27apr5:00 PMSuccess Story – Integrating the Contact Center into the Organization-Wide Digital Experience5:00 PM Rockstar Insights: Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

27apr5:30 PMTruth or Dare Networking Reception5:30 PM

28apr6:45 AMFeaturedTuesday, April 28, 2020 | General Session and Exhibition6:45 AM

28apr6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners! 6:45 AM

28apr6:45 AMBeach YogaCalling all yogis! 6:45 AM

28apr8:00 AMContinental Breakfast and ExhibitionFeatured Demonstration Hosted By: SmartAction 8:00 AM

28apr8:45 AMIce Breaker and Headliner – Transforming Your Capabilities, Tools and Processes for the Future8:45 AM

28apr9:45 AMFrost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:45 AM

28apr9:50 AMAsk The Experts! Panel Discussion - Earning an A for Effortless9:50 AM Panelists Include: Bassem Hanna, Associate Director, Call Center Technology, Johnson & Johnson
Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft
Ian McLean, Head of IT Employee Experience, Schneider Electric
Eileen Lash, Head of National Contact Centers, Retirement and Bank, TIAA
Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company

28apr10:40 AMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Eventus Solutions Group10:40 AM

28apr11:40 AMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable Sessions Capture the Power of All Participants’ Voices, Insights and Experiences via Group Discussion and Exploration of the Issue at Hand.
NOTE: The STRATEGIC BOARDROOM is Reserved For Senior Level, Seasoned Executives and Seating is Limited to Encourage Maximum Participant Interaction.
11:40 AM

28apr11:40 AMStrategic Boardroom Zone 1: Customer Support: Your Call is Very Important to Us!11:40 AM Fab Facilitator: Julie Weingardt, Global Head of Customer Support, Turo

28apr11:40 AMRoundtable Zone 2: Measuring the Cross Channel Customer Experience11:40 AM

28apr11:40 AMRoundtable Zone 3: Deflect Traffic, Reduce Costs and Improve CX with AI: Real World Use Cases11:40 AM

28apr11:40 AMRoundtable Zone 4: Using Customer Journey Analytics to Improve Agent Effectiveness and CX11:40 AM Fab Facilitator: Mandeep Kwatra, Vice President of Global Solutions and Capabilities, HGS

28apr11:40 AMRoundtable Zone 5: Aligning the Brand and Self Serve Strategy11:40 AM

28apr12:40 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: TTEC, DATAMARK, Teleperformance12:40 PM

28apr1:45 PMSession to Session Travel Time1:45 PM

28apr1:50 PMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Thinktank Sessions Employ Interactive Team Exercises in a "Roll up Your Sleeves" Learning Environment.
NOTE: The STRATEGIC BOARDROOM is Reserved For Senior Level, Seasoned Executives and Seating is Limited to Encourage Maximum Participant Interaction.
1:50 PM

28apr1:50 PMStrategic Boardroom Zone 1: Gaining Top Down Support for Customer Centricity Across the Enterprise1:50 PM Fab Facilitator: Nigel Henry, Director, Customer Experience & Compliance, Pizza Hut

28apr1:50 PMThinkTank Zone 2: Designing the (Conversational) AI Experience with the Human Perspective1:50 PM

28apr1:50 PMThinkTank Zone 3: Deepening the Link Between Quality and Employee Engagement1:50 PM Fab Facilitator: Siobhan Miller, Vice President, Portfolio Market Strategy, Verint Customer Engagement Solutions

28apr1:50 PMThinkTank Zone 4: Finding the Ideal Balance for Your CX - Automation, AI and Agent Support1:50 PM

28apr1:50 PMThinkTank Zone 5: Tactical Mapping of the Shift to Modern Technologies1:50 PM

28apr3:20 PMNetworking, Refreshments, and Exhibition BreakHosted By: Interactions 3:20 PM

28apr3:50 PMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Best Practice Sessions Examine a Real World Use Case, Dissect the Best Practices Employed and Explore How to Apply Them to Your Own Initiative and Company.
3:50 PM

28apr3:50 PMBest Practice Zone 1: Driving Real Customer Value Using Analytics3:50 PM

28apr3:50 PMBest Practices Zone 2: Continuous Learning, Continuous Practice, Continuous Improvement!3:50 PM Fab Facilitator: Bryan Naas, Director of Sales Enablement, Lessonly

28apr3:50 PMBest Practices Zone 3: Enhancing Agent Productivity and Performance, Real Time3:50 PM

28apr3:50 PMBest Practices Zone 4: Design Thinking: Orchestrating the Contact Center of the Future3:50 PM

28apr4:50 PMSession to Session Travel Time4:50 PM

28apr4:55 PMSuccess Story – Nurturing Your Manager’s Professional Development4:55 PM Rockstar Insights: Kevin Kvech, Director, Sales & Service, Amtrak

28apr5:15 PMSuccess Story – Advancing an Agent’s Career Development5:15 PM Rockstar Insights: Ian McLean, Head of IT Employee Experience, Schneider Electric

28apr5:30 PMGeneral Session Concludes5:30 PM

28apr6:00 PM16th Annual Customer Contact East Beach Party And Olympics6:00 PM

29apr7:15 AMFeaturedWednesday, April 29, 2020 | General Session, Exhibition and Site Tour7:15 AM

29apr7:15 AMBeach YogaCalling all yogis! 7:15 AM

29apr7:15 AMEarly Risers Run/WalkCalling all walkers, joggers and runners!7:15 AM

29apr8:30 AMContinental Breakfast and ExhibitionFeatured Demonstration Hosted By: Aspect8:30 AM

29apr9:10 AMKickoff and Headliner - The Power of People: Transitioning to the Future of Work9:10 AM Headliner: Anne Bibb, Senior Director, Customer Care, Hilton

29apr10:15 AMSuccess Story – Collaborating to Drive Efficiencies and Process Improvements Across the Enterprise10:15 AM Rockstar Insights: Shawn Castle, Director of Customer Support, Valvoline

29apr10:35 AMNetworking, Refreshment, and Exhibition Break10:35 AM

29apr11:05 AMOn The Radar – Harnessing the Next Wave of Emerging Technologies in the Contact Center11:05 AM Rockstar Insights: Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

29apr11:35 AMInsights and Ideas Roundup – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program11:35 AM

29apr12:15 PMContent for the 16th Annual Customer Contact East Concludes12:15 PM

29apr1:00 PMContact Center Site Tour And Executive RoundtableShuttle Check In. Lunch will be provided.1:00 PM

29apr3:30 PMCustomer Engagement Leadership Council Executive Roundtable3:30 PM

29apr4:30 PMSite Tour and Executive Roundtable ConcludeShuttle Transportation to Fort Lauderdale Marriott Harbor Beach Resort & Spa Provided.4:30 PM

NETWORKING DAY AND CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL MEETING
Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.
Participation in the Customer Engagement Leadership Council Europe Annual Meeting is restricted to Council Members only.

26apr8:30 AMSip & SailHosted by: VERINT8:30 AM

26apr3:00 PMCustomer Engagement Leadership Council Meeting3:00 PM

26apr3:15 PMSponsor Workshop3:15 PM

26apr4:30 PMCustomer Engagement Leadership Council Meeting Concludes4:30 PM

26apr4:45 PMSponsor Registration & Orientation Reception4:45 PM

26apr6:00 PMPresenter & Thought Leader Orientation6:00 PM

26apr6:45 PMMeet 'n' Greet6:45 PM

26apr7:30 PMWelcome Networking Reception & Event KickoffHosted By: DATAMARK7:30 PM

GENERAL SESSION AND EXHIBITION

27apr7:45 AMRegistration, Continental Breakfast, and ExhibitionFeatured Demonstration Hosted By: Salesforce7:45 AM

27apr8:30 AMWelcome & Headliner – The Future of CX Is Here: Is Your People Strategy Keeping Up with Your Tech Strategy?8:30 AM Headliner: Gary Magenta, Senior Vice President, Customer Experience, Root

27apr9:20 AMNavigating the 16th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange9:20 AM

27apr9:30 AMSuccess Story – Determining and Measuring Outcomes for Impact!9:30 AM

27apr9:50 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: ServiceNow9:50 AM

27apr10:20 AMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Case Histories Explore a Specific Use Case and Include Informal Conversations That Draw upon the Experience and Expertise of the Featured Executive and Participants.
NOTE: The STRATEGIC BOARDROOM is Reserved For Senior Level, Seasoned Executives and Seating is Limited to Encourage Maximum Participant Interaction.
10:20 AM

27apr10:20 AMStrategic Boardroom Zone 1: Identifying Your Customer's Priorities10:20 AM Fab Facilitator: Gary Magenta, Senior Vice President, Customer Experience, Root

27apr10:20 AMCase History Zone 2: The Critical Role of the Contact Center in the Experience Economy10:20 AM

27apr10:20 AMCase History Zone 3: Employee Experience: Leveraging Data to Drive Down Employee Effort10:20 AM Fab Facilitator: Neil Crane, Vice President, IT and Product, Cicero

27apr10:20 AMCase History Zone 4: Intelligent Automation: Simplifying Complex Customer Interactions for the Agent10:20 AM

27apr10:20 AMCase History Zone 5: Readying Your Contact Center for Next Gen Technology: What You Don't Know You Don't Know10:20 AM

27apr10:20 AMCase History Zone 6: Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer10:20 AM

27apr11:15 AMSession to Session Travel Time11:15 AM

27apr11:20 AMInteractive – Solutions WheelPlay 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 –11:20 AM

27apr11:20 AMExecutive Presentation and Crowdsource – The Threat of Automation: Ideas for Addressing Fear and Resistance11:20 AM

27apr11:20 AMExecutive Presentation and Crowdsource – Budget Optimization: Ideas for Driving Out Cost in the Contact Center11:20 AM Rockstar Insights: Rena Thompson, Director of Call Center Operations, Cleveland Clinic

27apr12:35 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, ServiceNow, Outsource Consultants12:35 PM

27apr1:40 PMSession to Session Travel Time1:40 PM

27apr1:45 PMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable Sessions Capture the Power of All Participants’ Voices, Insights and Experiences via Group Discussion and Exploration of the Issue at Hand.
NOTE: The STRATEGIC BOARDROOM is Reserved For Senior Level, Seasoned Executives and Seating is Limited to Encourage Maximum Participant Interaction.
1:45 PM

27apr1:45 PMStrategic Boardroom Zone 1: Meeting the Unique Challenges of the Enterprise Contact Center1:45 PM Fab Facilitator: Bassem Hanna, Associate Director, Call Center Technology, Johnson & Johnson

27apr1:45 PMRoundtable Zone 2: Beyond the Contact Center: Championing an Organization-Wide Effortless Experience1:45 PM Fab Facilitator: Devinder Singh, Vice President, Global Business Solutions, Teleperformance

27apr1:45 PMRoundtable Zone 3: Measuring the Agent Experience to Propel Contact Center Efficiencies1:45 PM

27apr1:45 PMRoundtable Zone 4: Transforming Service: Building Powerful Knowledge Bases and Communities1:45 PM Fab Facilitator: Tom Brennan, Global Director, Customer Service Transformation, ServiceNow

27apr1:45 PMRoundtable Zone 5: Soft Benefits Driving AI Decisions, More than ROI1:45 PM

27apr1:45 PMRoundtable Zone 6: Leveraging Six Sigma in the Contact Center1:45 PM

27apr3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

27apr3:40 PMInteractive – Solutions WheelPlay 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 –3:40 PM

27apr3:40 PMThe Fix – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges3:40 PM

27apr4:55 PMSession to Session Travel Time4:55 PM

27apr5:00 PMSuccess Story – Integrating the Contact Center into the Organization-Wide Digital Experience5:00 PM Rockstar Insights: Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

27apr5:30 PMTruth or Dare Networking Reception5:30 PM

GENERAL SESSION AND EXHIBITION

28apr6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners! 6:45 AM

28apr6:45 AMBeach YogaCalling all yogis! 6:45 AM

28apr8:00 AMContinental Breakfast and ExhibitionFeatured Demonstration Hosted By: SmartAction 8:00 AM

28apr8:45 AMIce Breaker and Headliner – Transforming Your Capabilities, Tools and Processes for the Future8:45 AM

28apr9:45 AMFrost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:45 AM

28apr9:50 AMAsk The Experts! Panel Discussion - Earning an A for Effortless9:50 AM Panelists Include: Bassem Hanna, Associate Director, Call Center Technology, Johnson & Johnson
Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft
Ian McLean, Head of IT Employee Experience, Schneider Electric
Eileen Lash, Head of National Contact Centers, Retirement and Bank, TIAA
Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company

28apr10:40 AMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Eventus Solutions Group10:40 AM

28apr11:40 AMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable Sessions Capture the Power of All Participants’ Voices, Insights and Experiences via Group Discussion and Exploration of the Issue at Hand.
NOTE: The STRATEGIC BOARDROOM is Reserved For Senior Level, Seasoned Executives and Seating is Limited to Encourage Maximum Participant Interaction.
11:40 AM