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

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 based on a previous event and will be continuously updated as additional information becomes available.


SATURDAY, APRIL 22, 2023 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in Sunday’s Networking Activity

SUNDAY, APRIL 23, 2023 | NETWORKING DAY

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

8:00 AM

Las Olas Food Tour

Calling all foodies, gourmet food & drinks straight ahead! Laugh with colleagues on a walking tour of downtown Las Olas. We’ll enjoy flavorful dishes that are bound to have you asking for more & along the way, our foodie guide will highlight historical, architectural & community aspects to feed our noggins. Transportation, food and beverage included.
Hosted by:
 Alta Resources & Support Services Group

2:45 PM

Customer Engagement Leadership Council Mixer and Critical Issue 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

Presenter & Thought Leader Orientation

An essential meeting for Headliners, Rockstars, 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 & passed hors d’oeuvres to be served.
Hosted by:
Datamark

MONDAY, APRIL 24, 2023 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

Featured Demonstration
Hosted By:
Xsell

8:30 AM

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

9:10 AM

Navigating the 19th 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 – Rising to Heightened Customer Expectations

9:55 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:
Yext_logo

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. Facilitating Sustainable Agent and Team Engagement

Zone 2. In-Call Coaching to Rocket CSAT & Agent Wellness

Zone 3. QM on Steroids!

Zone 4. Digitally Transforming the Contact Center

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 solution providers – 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.

Topic Tables Hosted by Industry Leaders

  • Topics hosted by SmartAction, Callzilla, Quantiphi, Atento, & Intradiem coming soon!

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.
Agent Attrition and Retention Predictors
Zone 2.
Building a Conversational Automation Roadmap
Zone 3.
Sensitive Data: Agent Access and Transactions in a “Work from Anywhere” Environment
Zone 4.
Charting a Mobile Friendly Customer Experience

3:00 PM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted By:
eTech

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 solution providers – 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 Simplifying the Agent Desktop

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 STORY - Real-World Initiatives that Increased NPS

4:55 PM

SUCCESS STORY - Real-World Initiatives that Increased CSAT

5:15 PM

Networking Reception

End your day with some with 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:
Support Services Group

TUESDAY, APRIL 25, 2023 | 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

Featured Demonstration
Hosted By:
smartaction

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

Featured Demonstration
Hosted By:
SmartAction

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.
Innovative Onboarding for Speed to Proficiency
Zone 2.
AI Best Practices for a Better Customer Experience
Zone 3.
Addressing Key Friction Points in CX to Improve Agent Retention and Customer Loyalty 

Zone 4.
“Keeping Up with the Customers” – Rapid Digital Adoption in a Work from Home Economy

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.

Topic Tables Hosted by Industry Leaders

  • Topics hosted by TaskUs, Kore.ai, LiveOps, & Blueprism coming soon!

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.
Creating a Solid Workforce Management Strategy for Cost Savings and Operational Efficiencies
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.
Reality Checking Customer Experience – Why the Perception Gap and How We Close it

3:00 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration
Hosted By:
interactions

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.
Speak Their Language: The Foundation of a Stronger Global Workforce
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

EXECUTIVE BRAINSTORM - Are Your Employees Truly Happy? Measuring and Acting on Employee NPS (eNPS)

5:30 PM

General Session Concludes

5:45 PM

19th Annual Beach Party and Olympics

Choose your teams and let your competitive spirit break free. After hors d’oeuvres and dinner, it’s ALL ABOUT Beach Olympics fun! The winning teams will be draped in gold, silver and bronze. Not to Be Missed: The Amazing Spread We’ll Be Serving for Dinner!

WEDNESDAY, APRIL 26, 2023 | 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

Featured Demonstration
Hosted By:
cresta

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

Featured Demonstration
Hosted By:
CELC

11:00 AM

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

Katrina Schiedemeyer, Senior Customer Experience Center of Excellence, Danone


Abstract:
As the business world continues to evolve at rocket speed, it is of paramount importance for organizations to challenge the status quo to create new innovative strategies. This session will focus on the blending of traditionally separated functional groups such as; Customer Experience, Supply Chain and Operations to create a new method to innovate as rapidly as possible. You will walk away from this session with key strategies on methods to identify synergies between functional groups and create a program to increase efficiencies exponentially.

Key Take-Aways:

  • An innovative case study on identifying synergies between functional groups
  • A framework to execute rapid change within your organization
  • An ambassador program to leverage existing talent in the organization to launch a new program, all without increasing costs

Rockstar Insights:

Katrina-SchiedemeyerKatrina Schiedemeyer
Senior Customer Experience Center of Excellence
Danone
 

Why You Should Listen to Katrina:
Katrina Schiedemeyer is an innovative leader in designing and executing strategic initiatives in numerous disciplines. Her expertise includes Customer Experience Design, Supplier Experience, Ethnographic Research, Six Sigma Data Analytics, Lean, and Employee Engagement.

11:30 AM

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

11:50 AM

Energizer

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

11:55 AM

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

12:15 PM

Content for the 19th Annual Customer Contact East Concludes

CUSTOMER CONTACT CENTER SITE TOUR

1:00 PM

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 Ft. Lauderdale Marriott Harbor Beach Resort and Spa Provided.
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