Agenda

Embracing a New Era in Customer and Agent Experience

Featured collaboration zones include:
Zone 1. Customer Engagement: Rethink and Reinvigorate
Zone 2. AI and Automation: Delivering Value to the Agent
Zone 3. Performance Management: Alignment and Optimization
Zone 4. New Ways of Working: Reimagined

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

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Schedule-at-a- Glance is preliminary and will be updated as additional information becomes available.


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

Networking Activity

2:45 PM

Customer Engagement Leadership Council Mixer and Roundtable Discussion

*Please note participation is restricted to Council Members only. For further information, see Council Tab above.

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. Dinner will be served throughout the night.

MONDAY, APRIL 4, 2022 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

8:30 AM

WELCOME and HEADLINER – Your Long-Term Strategy Begins with a Plan

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

EXECUTIVE INSIGHT – Grass Roots Design Thinking: Challenging Assumptions to Create a New Way of Working

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. Digitally Transforming the Contact Center

Zone 2. In-Call Coaching to Rocket CSAT

Zone 3. QM on Steroids!

Zone 4. Dynamic Scheduling and Workforce Management

11:20 AM

Session to Session Travel Time

11:25 AM

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.

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

1:30 PM

Session to Session Travel Time

1:35 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. Deepening Customer Engagement to Gain and Retain Loyalty

Zone 2. Building a Conversational Automation Roadmap

Zone 3. Sensitive Data: Agent Access and Transactions in a "Work from Anywhere" Environment

Zone 4. Facilitating Sustainable Agent and Team Engagement

3:00 PM

Networking, Refreshment, and Exhibition Break

3:30 PM

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 five 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 Inclusivity and Accessibility

The Fix on Business Process Efficiency

The Fix on Innovating Training, Learning, and Development

The Fix on Customer Support in Times of Supply Chain Disruption

The Fix on the IVR Customer Experience

4:35 PM

Energizer

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

4:40 PM

SUCCESS STORIES – Real-World Initiatives that Increased NPS

5:15 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 – The Ushering in of a New Culture

9:45 AM

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

9:50 AM

Energizer

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

9:55 AM

AFTER THE PIVOT - The Transformation of Contact Center Operations: New Perspectives from Customers and the Enterprise

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. Designing a Great Mobile Customer Experience

Zone 2. AI Augmented Predictive and Proactive Care

Zone 3. Root Cause Analytics for Insight and Impact

Zone 4. Agent Attrition and Retention Predictors

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. Guiding Customers to Use Technology Optimally

Zone 2. Intelligent Automation: Augmenting and Empowering the Agent Experience

Zone 3. The Dark Side of Data: Uncovering the Metrics that Matter in Performance Management

Zone 4. Blending Machine Predictability with Human Authenticity

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. Leveraging Data to Remedy Breaks in the Customer Journey

Zone 2. Where AI Does and Doesn't Make Sense: Striking a Right Balance for CX Excellence

Zone 3. Put Down the Phone & Give Customers What They Want: Knowledgeable Self-Service

4:45 PM

Session to Session Travel Time

4:50 PM

CAPSTONE - Rising to Heightened Customer Expectations

5:15 PM

General Session Concludes

5:30 PM

18th Annual Beach Party and Olympics

Choose your teams and let your competitive spirit break free. After hors d’oeuvres and a buffet dinner, it’s ALL ABOUT Beach Olympics fun! The winning teams will be draped in gold, silver and bronze.

WEDNESDAY, APRIL 6, 2022 | GENERAL SESSION, EXHIBITION AND CONTACT CENTER 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

9:00 AM

KICKOFF AND HEADLINER – It Comes Down to Trust: A Tool Based Index to Building Cohesive, Productive, Profitable and Happy Teams

10:00 AM

CROWDSOURCING – A Modern Agent Job Description for a New Business Landscape

10:30 AM

Networking, Refreshment, and Exhibition Break

11:00 AM

SUCCESS STORY - The Contact Center as Today’s Key Revenue Driver

11:30 AM

Energizer

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

11:35 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 Annual Customer Contact East Concludes

CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

12:30 PM

Shuttle Check In. Lunch will be provided.

1:30 PM

Customer Contact Center Site Tour

2:30 PM

Customer Engagement Leadership Council Critical Issue Roundtable

3:30 PM

Site Tour and Executive Roundtable Conclude

Shuttle Transportation to Ft. Lauderdale Marriott Harbor Beach Resort and Spa will be Provided.
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