Agenda

Interactive & Highly Collaborative Content

Featured collaboration zones include:
Zone 1. Leveraging the Power of Digital Acceleration
Zone 2. WFH Business as Usual
Zone 3. Raising the Bar on Channel Engagement
Zone 4. Forging Holistic Customer Relationships
Zone 5. Operations Support and Efficiency

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 from a previous Customer Contact event. Stay tuned for updates.


SATURDAY, APRIL 2, 2022 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in Sunday’s Networking Activity

SUNDAY, APRIL 3, 2022 | NETWORKING DAY

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

10:00 AM

WINE TOUR & TASTING

2:45 PM

Customer Engagement Leadership Council Mixer and Annual Meeting

*Please note participation is restricted to Council Members only.

3:15 PM

Sponsor Workshop

4:45 PM

Sponsor Registration & Orientation Reception

6:00 PM

Speaker & Thought Leader Orientation

An essential meeting for Headliners, Rockstar Insights, Fab Facilitators, and confirmed 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 similar to 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.

MONDAY, APRIL 4, 2022 | GENERAL SESSION AND EXHIBITION

7:30 AM

Registration, Continental Breakfast, and Exhibition

8:15 AM

WELCOME and HEADLINER – Recalibrate Everything: Crafting and Implementing Future Strategy to Deliver Business Outcomes

9:10 AM

Navigating the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

9:20 AM

Energizer

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

9:25 AM

Re-Engineering Your Contact Center Culture and Enterprise Engagement

9:55 AM

Networking, Refreshment, and Exhibition Break

10:20 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.

Choose one of the following zones:

Zone 1. Digital Transformation Starts with Your Customer

Zone 2. What’s in Your Toolbox? Essentials for a WFH Environment

Zone 3. Aligning Channel Mix with Business Goals

Zone 4. Deploying Analytics to Gain Actionable Insights and Optimize CX

Zone 5. QM on Steroids!

11:20 AM

Session to Session Travel Time

11:25 AM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following concurrent 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)

FAMILY FEUD! PANEL DISCUSSION – The Art and Science of Influencing CX - Creating New Experiences

12:40 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. The list of discussion topics will be available on-site.

1:40 PM

Session to Session Travel Time

1:45 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.

Choose one of the following zones:

Zone 1. Leveraging Intelligent Process Automation to Advance Productivity

Zone 2. In-Call Coaching to Rocket CSAT

Zone 3. Realizing a Heightened Interplay Between AI and Humans

Zone 4. To Empathize or Not to Empathize: When to Do it is the Question?

Zone 5. The Nuances of Workforce Management Today

3:10 PM

Networking, Refreshment, and Exhibition Break

3:40 PM

INTERACTIVE CONCURRENT 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 six themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are fifteen minute rapid fire sessions with four rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.

The Fix on Agent Retention

The Fix on Managing Call Volume Spikes

The Fix on Doing More with Less

The Fix on FCR

The Fix on KPIs

The Fix on Enterprise Call Center Challenges

4:55 PM

Session to Session Travel Time

5:00 PM

SUCCESS STORY- What’s Your Customer Service Brand?

5:30 PM

Curious Cocktails Networking Reception

Ready, set, network! Engage in a fun, conversational game where you and your peers are all contestants. Everyone who participates will be entered into a raffle to win a grand prize. The more questions you answer, the better your chance of winning at the end of the night!

TUESDAY, APRIL 5, 2022 | GENERAL SESSION AND EXHIBITION

6:45 AM

Early Risers Run/Walk

Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!

6:45 AM

Early Risers Yoga

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

8:00 AM

Continental Breakfast and Exhibition

8:45 AM

ICE BREAKER AND HEADLINER – Rising to Heightened Customer Expectations in 2022

9:45 AM

Frost & Sullivan Customer Contact Executive MindXchange Shout Outs: Advisory Board, Sponsors, Council Members and 50 Movers & Shakers 2022

9:50 AM

Energizer

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

9:55 AM

BRAINSTORM – Is WFH Really the Wave of the Future? How to Make It and On-Premise Work Again

10:40 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

11:20 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.

Choose one of the following zones:

Zone 1. Ramping Up Analytics Capabilities to Influence Decision-Making

Zone 2. It's Crunch Time! Leveraging Other Geographic Markets in a Time of Labor Shortages

Zone 3. Self-Serve vs. Proactive Support: Does Anybody Really Care?

Zone 4. Using Personas to Inform the End to End Customer Journey

12:20 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. The list of discussion topics will be available on-site.

1:25 PM

Session to Session Travel Time

1:30 PM

CONCURRENT COLLABORATION ZONES – ThinkTanks

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1. Are You Still Training Your Customers to Call You???

Zone 2. Empathy for the Agent: Competing on Agent Experience Excellence

Zone 3. Building a Conversational Automation Roadmap

3:00 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

3:45 PM

CONCURRENT COLLABORATION ZONES – BEST PRACTICES

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.

Choose one of the following zones:

Zone 1. Digital Workflow Optimization

Zone 2. Dealing with Sensitive Data in a WAH Environment

4:45 PM

Session to Session Travel Time

4:50 PM

EXECUTIVE BRAINSTORM - How Might We Redefine Talent Strategy?

5:35 PM

General Session Concludes

6:00 PM

18th Annual Customer Contact Wild East Olympics & Cookout

Gear up for a night of Olympic games with Western flair. Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze, YEEHAW! Saddle up and show us your wild west side!

WEDNESDAY, APRIL 6, 2022 | GENERAL SESSION, EXHIBITION AND SITE TOUR

7:15 AM

Early Risers Yoga

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

8:30 AM

Continental Breakfast and Exhibition

9:10 AM

KICKOFF AND HEADLINER – Leadership for What’s Next

9:55 AM

EXECUTIVE INSIGHT - Trust: Relationships are Everything

10:20 AM

Networking, Refreshment, and Exhibition Break

10:50 AM

BEST PRACTICES - Empowering Your Employees to Drive Innovation

11:10 AM

Energizer

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

11:15 AM

BEST PRACTICES - Successful and Sustainable Change Initiatives

11:45 AM

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

12:00 PM

CONTENT FOR THE 18TH ANNIVERSARY CUSTOMER CONTACT EAST CONCLUDES

1:00 PM

CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

SITE TOUR –
Shuttle Check In. Lunch will be provided.

3:30 PM

CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL EXECUTIVE ROUNDTABLE

4:30 PM

SITE TOUR AND EXECUTIVE ROUNDTABLE CONCLUDE

Shuttle Transportation to Hyatt Huntington Beach Provided.
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