Agenda

CHOOSE BETWEEN FIVE 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. Recruit! Engage! Retain!
Zone 2. The Best Tools to Empower Your Contact Center Agents
Zone 3. Winning Strategies for Contact Center Alignment and Optimization
Zone 4. A Roadmap for Your Digital Transformation Journey
Zone 5. Ensuring Your Contact Center is Indispensable to the Organization

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 22, 2023 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in one of the networking activities on Sunday.

SUNDAY, APRIL 23, 2023 | NETWORKING DAY

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

9:00 AM

Unwind the Mind: Sunday Networking Choices

Scavenger Hunt Challenge

Do you have what it takes?! Join us on this high-energy, team vs team adventure through the local streets of Ft. Lauderdale. You’ll work together to complete various challenges while networking with peers and making new friends. You’ll have a blast exploring, competing, and learning about hidden gems in the city. Lunch, transportation, and unforgettable memories included.

(OR)

Wine Tasting on the Water

Crisp air and breathtaking views await you! Come cruise the beautiful blue waters of Ft. Lauderdale with us as we listen to some tunes and network alongside a sommelier who will be teaching us about the fruitful libations this sail town has to offer. Lunch, transportation, and happy tastebuds included.
Hosted by:
Support Services Group
Hosted by:
 Alta Resources & Support Services Group

2:30 PM

Customer Engagement Leadership Council Mixer and Roundtable Discussion

Area of Focus: Integrating Multiple Platforms and Vendors Across the Multichannel Experience

*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 & 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 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.

MONDAY, APRIL 24, 2023 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

Registration Items Hosted by:
Thrio Logo  zenarateLogo
Featured Demo
Hosted by:
intradiem

8:30 AM

WELCOME and HEADLINER – Traditional No More: Adaptive Leadership of the Modern Contact Center

Mike Evans, Author of ‘Achieve With Accountability’ and ‘Thrive in the Age of Disruption’

Abstract:
Driving a strategy that requires change in human behavior may be the most difficult challenge a leader can face. What do top leaders do to gain voluntary contributions of discretionary performance from those they lead? How do they create alignment, ownership, and accountability for desired results at every level of an organization? How do they ensure that key strategies are not slowly suffocated, but instead produce extraordinary results? Talent, ideas, speed, distinction, and leadership are keys to winning in the New World of Work.

Key Take-Aways:

  • The key change principles that are common among successful change efforts
  • Insight into the critical difference between leading and managing change and the appropriate ratio required to accelerate change
  • What it takes to move employees from compliance to commitment – jettison resistance
  • Guidance on creating a ‘Want-To’ versus a ‘Have-To’ culture

Headliner:

Mike EvansMike Evans
Author of ‘Achieve With Accountability’ and ‘Thrive in the Age of Disruption’
 
 
Why You Should Listen to Mike:
In addition to being a leading authority on Change and Disruption and how to Thrive and Excel in the Age of Disruption, clients rely upon Mike’s solutions to; Accelerate Change, Shape Their Optimal Culture, Unleash Personal and Organizational Accountability, Flawlessly Execute Key Strategies, Ignite Leadership Capacity at all Levels, Amplify Employee Engagement, Embrace The Role of CEO of Your Life, Career and Destiny, and Cultivate Peak Performance. 34 of the Fortune 50 are clients, many describing him as inspiring, motivating and a ball of energy with an unequalled focus and passion for helping them achieve their desired results – both professional and personal.

9:15 AM

Energizer

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

9:20 AM

EXECUTIVE INSIGHT – Strategies and Tactics for Doing Hybrid Right

Wilson Nieves, Senior Vice President Customer Experience, Citizen Watch America

Abstract:
Over the last decade or so, the global workforce has dramatically evolved, and it’s paramount that organizations have a deeper understand of their employee’s needs, wants and expectations. Without this level of understanding, most organizations will be challenged to attract and retain the talent, necessary to remain competitive in today’s economic landscape. One of todays must talked about workforce challenges, is the notion of remote work. The question for organizational leaders is how to effectively deploy a hybrid work model, that meets the needs of both the workforce and the employer.

Key Take-Aways:

  • The ABC’s of deploying a hybrid work model
  • Ways to drive effective employee engagement in the hybrid work model
  • Tools to measure productivity for your hybrid workforce

Rockstar Insight:

Wilson NievesWilson Nieves
Senior Vice President Customer Experience
Citizen Watch America
 
Why You Should Listen to Wilson:
Touted by many as a passionate operational leader and champion of human experiences, Wilson has spent over 30 years in the contact center & experience management space. Today he spends much of his professional time, working with globally diverse teams, in the convergence of technology and human ability, to deliver on the brand promise.

9:45 AM

Navigating the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

9:50 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:
Interactions

10:15 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 Future of People-Based Customer Support…Today
Ian Barkin, Entrepreneur
Christopher M. Carrington, Chief Executive Officer and Managing Partner, Omni Interactions


Abstract:
The call center and customer experience industry has been in constant evolution since the 1970s. In that time, WHERE call centers have been established has been the focus – from large cities to small towns to nearshore and offshore locations like India, the Philippines, and Central America and then to work-at-home. Today, with the proliferation of technology, security and alternate work arrangements like the remote and Gig Economy, the HOW of the industry is becoming the true driver of differentiated customer engagement.

Key Take-Aways:

  • Historical learnings
  • Innovative applications of remote work, the Gig Economy, and new ‘off-the-shelf’ technologies are changing the customer contact industry for customer experience workers and, most importantly, our customers
  • Exploration of optimal technology solutions that can allow our customer support to be on-demand, maintain high quality, expand access to talent, increase retention and do so all for a better total value

Fab Facilitators:

Ian BarkinIan Barkin
Entrepreneur
 
 
Why You Should Listen to Ian:
Ian is a seasoned leader and innovator in Digital Operations, Robotic Process Automation (RPA), Intelligent Automation, Business Process Outsourcing (BPO), and the Future of Work. He has a proven track record of digital transformation solution development and sales of complex global engagements. Ian is a 4x founder, advisor, investor, and author of “Intelligent Automation”, and several LinkedIn Learning courses on RPA and AI.
 
Christopher M. CarringtonChristopher M. Carrington
Chief Executive Officer and Managing Partner
Omni Interactions
 
Why You Should Listen to Christopher:
Chris spends each waking moment thinking how to innovate the future of work. Chris started with traditional BPO work with Capgemini, then creating the work-at-home industry at Alpine Access to now innovating the Gig Economy for customer support with Omni Interactions. His expertise in the BPO and customer contact space spans more than 35 years in C-level roles leading and growing global corporations that deliver technology-enabled business services.

Zone 2.
A 5-Step Plan for Empowering Your Distributed Contact Center Workforce
Steve Bell, Senior Director of Product Marketing, Talkdesk

Abstract:
Distributed contact centers are here to stay. Is your remote staff set up for success? This interactive session delves into the critical elements for empowering your distributed contact center workforce.

Key Take-Aways:

  • An understanding of the pitfalls of managing a distributed contact center workforce
  • Insights into the processes and technology needed to effectively manage remote agents
  • An actionable 5-step framework to optimize your distributed contact center

Fab Facilitator:

Steve BellSteve Bell
Senior Director of Product Marketing
Talkdesk
 

Why You Should Listen to Steve:
Steve is an experienced high-tech product marketing professional with over 25 year background in enterprise and SaaS software market, including CRM, call center, innovation management, social big data, and mobile technologies. Steve resides in Oakland, CA with his family.

Zone 3.
KPI-Driven Decision Making
Zone 4.
Frustrated Customers? Deliver Automated Care that Satisfies
Zone 5.
Put Service at the Center for a Profitable Customer Experience
Brian McDonald, IT Manager, Ascension
Ginger Conlon, Thought Leadership Director, Genesys


Abstract:
When customer journeys are disconnected and service is in a silo far from marketing and sales, the customer experience suffers. A gap forms between customers’ expectations and an organization’s priorities; loyalty and wallet share vanish into that gap. Putting the contact center at the center of CX helps close the gap, bring priorities into alignment, and improve both customer satisfaction and business outcomes.

Key Take-Aways:

  • Tools to assess your alignment between customers’ and business priorities, as well as between customer-facing functions
  • Proven ways to close gaps between those priorities to improve satisfaction and lifetime value — and build internal momentum for CX
  • Insights on collaborating cross-functionally to deliver cohesive, fluid customer journeys with the contact center as the hub of CX

Fab Facilitators:

Brian McDonaldBrian McDonald
IT Manager
Ascension
 

Why You Should Listen to Brian:
Brian is a healthcare IT professional with 20 years’ experience supporting clinical and business related application platforms for hospitals and ambulatory clinic facilities. He served in many roles at UNC Rex Healthcare for 13 years, including enterprise architecture for areas like radiology, medical records, laboratory, revenue cycle. Brian currently serves as a manager at Ascension Technologies, leading a group of 20 associates and contract workers to support call management systems and enterprise contact centers.

 
Ginger ConlonGinger 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, received a DMCNY Silver Apple lifetime achievement award for her contributions to the marketing industry.

11:15 AM

Session to Session Travel Time

11:20 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 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 Accelerating Vendor Selection and Technology Implementation

The Fix on Elevating Women in Leadership

Sue Hoffman, Executive Vice President, Client Experience, U.S. Legal Support

Hosted By:

Sue HoffmanSue Hoffman
Executive Vice President, Client Experience
U.S. Legal Support
 

Why You Should Listen to Sue:
Bio is forthcoming.

The Fix on Securing Sensitive Data Across Disperse Locations

The Fix on Business Continuity

Chris Goostree, Director of Contact Center Operations, TMX Finance Family of Companies

Hosted By:

Chris GoostreeChris Goostree
Director of Contact Center Operations
TMX Finance Family of Companies
 

Why You Should Listen to Chris:
A dynamic Contact Center leader with expertise in driving performance and efficiencies within a sales and/or customer service contact center. Chris has led successful programs for companies such as Toyota Connected, Cotiviti, Netflix and now the TMX Financial Family of Companies.

The Fix on Doing More with Less

Natalia Brown, Chief Client Operations Officer, National Debt Relief

Hosted By:

Natalia BrownNatalia Brown
Chief Client Operations Officer
National Debt Relief
 

Why You Should Listen to Natalia:
Natalia has over 20 years in the service industry. She has spent the last 12 years with National Debt Relief as the Chief Client Operations Officer. Natalia has led teams internationally and helped hundreds of thousands of people out of debt. She is a servant leader and an advocate for her teams and consumers.

The Fix on Technology Adoption

Jeff Grant, Senior Product Owner, Enterprise Contact Center,
Southwest Airlines

Hosted By:

Jeff GrantJeff Grant
Senior Product Owner
Enterprise Contact Center
Southwest Airlines
 

Why You Should Listen to Jeff:
Jeff has dedicated his IT career to improving the Customer and Employee experience by merging data with current and emerging technologies to achieve a desired outcome which were then measured in order to improve the experience. It is a journey and there are boarding signs, re-routes, turbulence, delays and sometimes fair weather along the way that must be endured so we can learn how to create a better experience.

12:35 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:
 Outsource Consultants
Topic Tables Hosted by Industry Leaders
Topics hosted by SmartAction & Thrio coming soon!

1:35 PM

Session to Session Travel Time

1:40 PM

Navigating the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

1:45 PM

EXECUTIVE BULLETIN – Technology is an Innovation Driver: Engage and Inspire Your Agents

Rupen Singh Philloura, Director of Terminal Operations, Customer Service & AOCC,
Miami International Airport


Abstract:
Decision making in a contact center is based on myriad of scenarios, some standard and others dynamic. Not all the information can be retained by an agent. Hence, technology is leveraged as an extension to their decision making. However, now it is infused with a gamification aspect due to the digital age and technology which is second nature to their generations. Gamification not only keeps the agents engaged but also empowers them to innovate and make the systems better.

Key Take-Aways:

  • Actionable items to change the mindset and drive a culture of collaborative decision making and innovation
  • Best practices for interacting with technology to test its capabilities and demand a better customized product
  • Ways to leverage automation so the agents can concentrate on high-value and critical events, free up time to think creatively

Rockstar Insight:

Rupen Singh PhillouraRupen Singh Philloura
Director of Terminal Operations, Customer Service & AOCC
Miami International Airport
 
Why You Should Listen to Rupen:
Rupen is a graduate from Embry Riddle Aeronautical University with a major in Airline-Airport Management. He has spent 25 years in the aviation sector working at large to mega hub airports with a concentration in airport operations orchestrating the day-to-day activities. Rupen oversees Customer Service, Contact Center, Security, and Terminals for Miami International Airport. He has consulted in the Middle East, West Africa, and East Asia for airport technologies and operations and also has experience helping start-ups to seed round.

2:10 PM

Session to Session Travel Time

2:15 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)

CROWDSOURCE – The Best of the Best Customer Experiences

Collaborate to identify great brand interactions drawn from your personal experiences and dissect what made them great and how that was achieved. It’s a veritable list of “what to do and how” compiled by the folks who know it best!
Kelly Carney, Vice President of Digital Experience & Customer Service, National Grid, Customer Engagement Leadership Council Member

Hosted By:

Kelly Carney
Kelly Carney
Vice President of Digital Experience & Customer Service
National Grid
Customer Engagement Leadership Council Member
 

Why You Should Listen to Kelly:
An inclusive and strategic leader, Kelly has spent her career developing people and solutions that have driven a marked improvement in performance, employee engagement and customer experience. She is leading the digital transformation across Customer at National Grid, while evolving the contact centers toward the Future of Service.

3:30 PM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:
 AmplifAI

3:55 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.
Innovating Your Retention Strategies
Zone 2.
Elevate Your Customer Experiences: The Power of Omnichannel Integration
Ian Tempro, Chief Operating Officer, IA Call Center


Abstract:
Want your agents to be omnichannel gurus? Join us as we explore strategies to leverage the power of omnichannel tools to help your agents provide more personalized customer experiences.

Key Take-Aways:

  • An effective framework for omnichannel agent training
  • Pitfalls to avoid during your implementation
  • Best practices for evaluating and refining policies, processes, and tools

Fab Facilitator:

Ian TemproIan Tempro
Chief Operating Officer
IA Call Center
 

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.

Zone 3.
Driving Performance Across Sites with a Unified CX
Charles Hawkins, Senior Director, Direct to Consumer and Renewal Sales, Frontdoor/American Home Shield
Mark Killick, Senior Vice President, Experiential Operations, Shipt
Jennifer Di Tirro, Vice President, Business Development, Qualfon


Abstract:
In today’s global economy, it is more challenging than ever to deliver a consistent customer experience across service delivery centers. Due to variations in culture and site leadership, companies struggle to provide customers with a unified customer experience across locations. In this interactive session, we will explore methods to deliver impactful results and universally excellent customer experiences by leveraging a diverse workforce.

Key Take-Aways:

  • Proven approaches that empower your service delivery locations to be collaborative rather than competitive
  • Insight on how to leverage a diverse workforce to foster inclusive thinking and innovation
  • Techniques to establish consistent customer experiences across geographies

Fab Facilitators:

Charles HawkinskCharles Hawkins
Senior Director, Direct to Consumer and Renewal Sales
Frontdoor/American Home Shield
 

Why You Should Listen to Charles:
Charles has 20+ years’ experience in Contact Center Sales, focusing on strategic ways to build, maintain. and grow relationships though modeling total job performance. Charles has excelled in designing, sustaining and executing in highly effective cultures in companies like Verizon, Comcast and Frontdoor.

 
Mark KillickMark Killick
Senior Vice President, Experiential Operations
Shipt
 

Why You Should Listen to Mark:
Mark is a passionate Customer Advocate, Strategist, Change Agent, Communicator and Influential Leader with experience and proven success in the areas of Customer Experience, Customer Service Leadership, Business process Outsourcing, Continuous Improvement, Business Process Redesign, Lean & Six Sigma. He has an outstanding track record providing support to both large established & fast-growing companies as well as startups from diverse industries including the Gig economy. He is results-driven with a focus, always, on the Customer and their experience as well as Process and Operational Excellence. He has multiple years of increasing responsibility earning progressive promotions while serving global leaders with revenues exceeding $10 billion annually and operations in more than 60 countries. Mark also has extensive international exposure around the globe and is able to assess and understand the needs of businesses & customers from varied cultural viewpoints and engage in productive dialogue that builds consensus and achieves optimal results.

 
Jennifer Di TirroJennifer Di Tirro
Vice President, Business Development
Qualfon
 

Why You Should Listen to Jennifer:
For the last 15 years, Jenn has partnered with clients to drive customer loyalty, maximize and expand revenues and increase their position as brand leaders. Jenn is known in the industry as an inspiring, adaptive, goal-achieving female leader and a ‘best in class’ relationship manager. Jenn not only helps businesses envision a better process, CX and call center solution, she outlines the tools and plans to achieve it!

Zone 4.
Six Key Steps to Ensure Success When Bringing AI to the Contact Center
Marilyn Cassedy, Vice President of Customer Success, SmartAction


Abstract:
Everything you wanted to know but were afraid to ask about introducing virtual agents to your call center. We’ll be sharing examples of our experience making AI successful in the contact center.

Key Take-Aways:

  • Key metrics to track
  • An understanding of the implications of the available data
  • Real world examples of success

Fab Facilitator:

Marilyn Cassedy
Marilyn Cassedy
Vice President of Customer Success
SmartAction
 

Why You Should Listen to Marilyn:
Marilyn is the Head of Customer Success at SmartAction where she’s partnered with customers across a range of verticals to implement and expand their self-service footprint in the call center. After more than a decade of experience in customer success, Marilyn knows that a key step in unlocking an agent’s full potential is though the technology that supports them before, during, and after a phone call.

Zone 5.
Driving Sales, Loyalty, and Customer Retention
Nathan Park, Vice President of Global Sales, Acquire BPO

Fab Facilitator:

Nathan ParkNathan Park
Vice President of Global Sales
Acquire BPO
 

Why You Should Listen to Nathan:
Adept at achieving business outcomes, Nathan has a strong customer focus with a broad business experience gained in the finance, retail, and distribution industries.

4:55 PM

Session to Session Travel Time

5:00 PM

CAPSTONE – Stress is Not Sustainable: Dealing with Today’s Burn Out Reality

David Weisman, Ph.D., CPXP, FPCC, Chief Experience Officer, NYC Health + Hospitals / Queens


Abstract:
Employee engagement is imperative to successful customer experience. Placing employee health and wellness at the heart of the CX strategy at all times, but especially in a crisis, is critical. Hear how creating a culture of wellness will positively impact the organization, improve the employee experience, and increase customer satisfaction.

Key Take-Aways:

  • An understanding of stress indicators
  • Best practices to manage stress and minimize its negative impact
  • Fresh perspective on understanding the impacts of stress from multiple levels (the organization, leadership and colleagues and the individual)
  • Framework to optimize wellness through effective communication, empathy and compassion

Headliner:

David WeismanDavid Weisman, Ph.D., CPXP, FPCC
Chief Experience Officer
NYC Health + Hospitals / Queens
 
Why You Should Listen to David:
David has spent the majority of his 20-year career in customer/care experience. He has a unique set of skills that have allowed him to create a culture of empathy focused on customer experience and exceed the expectations of all his customers, including patients and their loved ones, employees, and the community.

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:
HGS

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:
Procedure Flow

8:45 AM

ICE BREAKER AND HEADLINER – What’s in Your Digital Tech Stack?

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.
Hosted by:
Acquire

9:55 AM

ASK THE EXPERTS! Panel Discussion – Strategy and Tactics for the Road to Digitalization: Surprising Lessons from My Digital Transformation Journey

Moderator:
Cippy Seidler, Director, Consumer Care Center, Banner Health

Panelists Include:
Sue Hoffman, Executive Vice President, Client Experience, U.S. Legal Support
Fred Kleiman, Vice President, Customer Experience, AMC Networks
Andre Luck, Vice President, Ticket Sales & Service, Miami Marlins
Francisco Toledo, Senior Director Global Operations, Groupon


Abstract:
Digital transformation is impacting almost every contact center these days, regardless of industry. Through channel proliferation, self-service enablement, and social media, it has become a question of “When and How Much” rather than ‘If” your company’s customer service operations will push into the digital world. In this panel discussion we will explore some of the most significant (and surprising!) lessons learned by our panelists during their own digital transformation journeys.

Key Take-Aways:

  • A simple way to find out what really matters and what doesn’t for your customers
  • Insight into using knowledge gained to implement past successes
  • Best practices for capturing and applying lessons learned to avoid pitfalls and past

Moderator:

Cippy SeidlerCippy 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:

Sue HoffmanSue Hoffman
Executive Vice President, Client Experience
U.S. Legal Support
 

Why You Should Listen to Sue:
Bio is forthcoming.

 
Fred KleimanFred Kleiman
Vice President, Customer Experience
AMC Networks
 

Why You Should Listen to Fred:
Fred is described as a positive force in CX and has a passion for excellence and video streaming. Fred has spent most of his career building award winning teams in CX and his passion is finding career enthusiasts in customer service who share his passion and are looking for a long term CX career on his team.

 
Andre LuckAndre Luck
Vice President, Ticket Sales & Service
Miami Marlins
 

Why You Should Listen to Andre:
Andre is in his fourth season with the Miami Marlins, joining the organization in January 2020 as the Marlins’ Vice President of Ticket Sales and Service. In his role, Andre oversees all ticket sales and service efforts for the club, including Marlins Memberships, Premium Sales, Group Sales, Inside Sales, and Membership Experience.

 
Francisco Toledo Francisco Toledo
Senior Director Global Operations
Groupon
 

Why You Should Listen to Francisco:
Francisco has dedicated the past 10+ years to driving Customer and Merchant experience through Operational Excellence with multiple global assignments across Latin America, Europe, and North America. He’s a COPC CX Implementation leader, earned an Executive MBA from IE Business School in Madrid, and currently leads Groupon Global’s Customer Care organization.

10:40 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Networking Break Hosted by:
C2Perform
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.

Zone 1.
The Global Labor Crisis: Strategic Solutions Through Outsourcing
Corey Kotlarz, Founder and President, Outsource Consultants


Abstract:
Hiring and retention have always been challenging for the contact center industry, but in recent months it has become an unprecedented crisis. Applicant pools are shrinking and wages are skyrocketing, both at home and abroad. Maintaining both quality of service and costs is difficult, but not impossible.

Key Take-Aways:

  • A thorough understanding of the global call center market and the causes of the labor crisis
  • Actionable steps your organization can take to maintain service levels without incurring substantial rate increases
  • Insights about the regions, countries, and cities that currently offer affordable, quality English-language support

Fab Facilitator:

Corey KotlarzCorey Kotlarz
Founder and President
Outsource Consultants
 

Why You Should Listen to Corey:
Corey has over 25 years of experience in the call center industry with a track record of leading companies and driving rapid growth.

Zone 2.
Empower Your Agents and Transform Knowledge Sharing
Nancy Baker, Senior Process Lead, ProcedureFlow


Abstract:
Are you looking for ways to shorten time to proficiency for new hires? Break the cycle by harnessing your top performers expertise and democratize knowledge.

Key Take-Aways:

  • Key considerations in assessing the current state of your knowledge management
  • Proven ways to leverage the expertise of top performers
  • A guide to building a strategy to engage cross-functional teams

Fab Facilitator:

Nancy Baker
Senior Process Lead
ProcedureFlow
 

Why You Should Listen to Nancy:
“I believe every company can gain operational efficiency and empower their employees by simplifying complicated processes and making them easy to follow for everyone!” Nancy helps organizations innovate knowledge management. As a project management professional and change agent, Nancy has helped contact center leaders improve their operations and reach new levels of efficiency. Nancy is certified as a Project Management Professional (PMP) and in Prosci Change Management, she has more than 20 years’ experience leading projects in many sectors.

Zone 3.
Leveraging Technology in Your Cost Avoidance Strategy
Zone 4.
Ensuring Seamless First Contact Resolution in Self-Serve

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.
Hosted By:
zenarateLogo

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.

Zone 1.
Satisfy Your Employees’ Engagement Craving
Amy Bouthilet, Vice President Global Talent, Alta Resources


Abstract:
Between “The Great Resignation” and “Quiet Quitting”, it’s difficult to know what employees expect. Many companies are investing in engagement programs but are not seeing the anticipated results and are confused on what to do next. Let’s satisfy your employees’ engagement craving using proven data and build an actionable roadmap to highly engaged customer experiences.

Key Take-Aways:

  • Framework and success factors of a sustainable employee engagement program
  • Proven data outlining the effects of engagement
  • Best practices for building and implementing your own employee engagement program

Fab Facilitator:

Amy BouthiletAmy 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 2.
Improve the Coach, Improve the Team, Improve the NPS!
Sean Minter, Chief Executive Officer and Founder, AmplifAI


Abstract:
Are you looking for ways to drive high performing leaders, better employee experience, and improve overall performance in your contact center? Join us to collaborate with operational peers and experts! We’ll explore different actions, such as coaching, recognition, gamification, self-learning, and follow-up tasks, to help you achieve your goals.

Key Take-Aways:

  • Best practices for delivering an improved employee experience, resulting in increased employee retention
  • Techniques on how to better leverage the contact center tools you’re already invested in
  • Proven ways on how to improve the metrics that are most important to your business, regardless on if that is NPS, AHT, FCR

Fab Facilitator:

Sean MinterSean Minter
Chief Executive Officer and Founder
AmplifAI
 

Why You Should Listen to Sean:
Sean is an experienced entrepreneur and operational strategist with over 25 years of contact center technology and operations experience. He has founded 4 tech startups, including AmplifAI. He previously managed a BPO with 15,000 contact center associates worldwide, giving him insight into the struggles and challenges of driving contact center performance. His passion is using the latest technologies to help brands deliver exceptional customer and employee experiences and get a return on their technology investments.

Zone 3.
Scaling to Meet Your Customer’s Service Priorities
Casey Denby, Senior Director, Enterprise Sales, Zenarate


Abstract:
Do you know your customer’s service priorities for 2023? In this interactive session, you gain access to important consumer research data on NEW customer preferences that will drive improved CX across your organization, helping you scale the delivery of the most impactful customer experiences possible.

Key Take-Aways:

  • Key findings on CX preferences across your customer service channels
  • Framework to improve your most valuable channels
  • Best practices for leveraging technology designed to improve CX

Fab Facilitator:

Casey DenbyCasey Denby
Senior Director, Enterprise Sales
Zenarate
 

Why You Should Listen to Casey:
Casey is an experienced global leader of Learning & Training organizations with a rich background in contact center operational success. Casey is passionate about delivering excellence for the customer, with a belief that the customer service agent job can be more desirable by setting up the agent for immediate success.

Zone 4.
Frictionless Digital Journeys
Kevin Hayden, Vice President, Sales, Thrio


Abstract:
Friction is the enemy of great CX. It plagues agents, customers, and business unit leaders alike. Yet enterprises who deliver seamless, multi-step interactions win more business and ensure lasting customer relationships. Process automation is one key to unlocking friction-free encounters. Together, we’ll explore strategies and tactics for frictionless journeys.

Key Take-Aways:

  • Ways to demystify process automation, an appreciation for how it differs from AI, and ways it can be immediately applicable to your business
  • Fresh perspectives on avoiding customer and agent frustrations before they even happen
  • Proven ways to apply intelligent automation and journey orchestration to reduce friction, close more business, and build customer loyalty

Fab Facilitator:

Kevin HaydenKevin Hayden
Vice President, Sales
Thrio
 

Why You Should Listen to Kevin:
Cutting through the hype and delivering real, game changing technology fires Kevin up. After 25 years on the leading and bleeding edge of customer care technology, Kevin knows what works and what’s fluff. He thrives on demystifying complex business challenges and applying technology to drive better outcomes for consumers, agents, and enterprises as a whole.

3:00 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Networking Break Hosted by:
procedure-flow
Featured Demonstration
Hosted By:
Omni 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.

Zone 1.
Flipping the Switch: Evolving from a Labor Arbitrage Mindset to a Value Arbitrage Mindset
Radesh Ganeshkumar, Senior Vice President of Global Sales, dotData
Anant Singh, Vice President, Digital and CX Strategist, HGS


Abstract:
When solving for labor arbitrage, the goals are higher performance and happier agents. By strategically identifying efficiency gaps in the business and then applying outsourcing, technology, or automation, the process becomes a value arbitrage approach instead. Join our interactive conversation on how DotData recently flipped the labor/value switch.

Key Take-Aways:

  • Framework for finding the gaps in your efficiency process to drive more value (i.e.: save or grow revenue)
  • Blueprint for developing process to economize efficiency gaps (i.e.: remove labor, outsource labor, reallocate labor, automate, layer in technology)
  • Insight for communicating the right message to your leaders to ensure you’ll get the commitment you need to make these changes

Fab Facilitators:

Radesh GaneshkumarRadesh Ganeshkumar
Senior Vice President of Global Sales
dotData
 

Why You Should Listen to Radesh:
Radesh is part of dotData’s founding team and is responsible for global revenue growth. He brings over 15 years of enterprise software sales experience building tech startups in the advanced analytics space. His recent mission is to help companies accelerate data pipelines or AI/ML and deliver meaningful business outcomes.


Anant SinghAnant Singh
Vice President, Digital and CX Strategist
HGS
 

Why You Should Listen to Anant:
Anant is passionate about managing large global operations, helping transform and grow organizations, and developing next-gen leaders. With 25 years of experience in customer service and CX strategy, Anant has built successful teams across India, China, the U.S., and the Philippines.

Zone 2.
From Attrition to Mission: How Data and Purpose Stop the Revolving Door
Keri Malone, Senior Vice President, Customer Service, CITY Furniture
Jim Iyoob, Chief Customer Officer, Etech Global Services
Shawndra Tobias, Vice President of Customer Experience, Etech Global Services


Abstract:
If only there was a roadmap that empowers you to boost agent engagement, enhance productivity, and deliver better CX. It does exist! To utilize it you will need to master how to leverage data analytics to understand customer sentiment and connect agent purpose with improved tenure and positive customer experiences.

Key Take-Aways:

  • Ways to create and leverage a data-driven culture to create impactful human experiences
  • Real-world examples, case studies, and testimonials that connect mission and purpose with critical behaviors and actionable insights
  • Keys to gaining buy-in by simplifying agent performance management

Fab Facilitators:

Keri MaloneKeri Malone
Senior Vice President, Customer Service
CITY Furniture
 

Why You Should Listen to Keri:
Keri has led a furniture retail customer service team within Operations for over 15 years. Her journey utilizing a Lean Management System has allowed her to identify root causes of customer pain points and enhance the customer experience through problem solving and innovation.

 
Jim IyoobJim Iyoob
Chief Customer Officer
Etech Global Services
 

Why You Should Listen to Jim:
Jim has recently been awarded by Customer Contact Central with MVP awards and featured in numerous publications including CIO Review, Contact Center Pipeline, and Connections Magazine. Jim has also been listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow” and one of the “Top 25 Thoughts Leaders for 2023” by ICMI.

 
Shawndra TobiasShawndra Tobias
Vice President of Customer Experience
Etech Global Services
 

Why You Should Listen to Shawndra:
Shawndra has over 25 years contact center experience, of which a third of that has been spent in reporting and analytics. She received her professional certification in Data Science from The Johns Hopkins University and is a 3 Star IBM Recognized Data Expert, and is a certified business analyst.

4:45 PM

Session to Session Travel Time

4:50 PM

CAPSTONE – Transforming the Contact Center: Practices and Methodology for Sustainable Change

Yamila Harris, Global Head of IT Support and User Experience, Munich Re,
Customer Engagement Leadership Council Member


Abstract:
This session will focus on key benefits and strategies for successfully introducing organizational transformation and managing lasting change.

Key Take-Aways:

  • Guiding principles for introducing organizational change management
  • The value of thinking beyond a project to build a lasting user experience and change management practice
  • A framework for establishing measurable ‘experience’ values to complement more traditional KPIs

Rockstar Insight:

Yamila HarrisYamila Harris
Global Head of IT Support and User Experience
Munich Re
Customer Engagement Leadership Council Member
 

Why You Should Listen to Yamila:
Over the course of her 30-year global leadership career, Yamila’s zeal for the art-of-the-possible, her unrelenting focus on user/customer experience, and her commitment to cultivating and empowering diverse teams have remained key tenets. She firmly believes that truly lasting transformational change requires a strong understanding and investment in ongoing organizational change management practices, measurable performance indicators, and effective communication strategies.

5:20 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 CUSTOMER EXPERIENCE 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 – You are the Voice of Your Customer: Maximize Your Influence on Enterprise Strategy and Profitability

Craig Antonucci, Chief Experience Officer, Autocar Trucks


Abstract:
Everyone talks about being a customer centric organization, but few can pull it off. It takes more than a great concept and hard work to truly build a customer centric enterprise. In this session we will talk about strategies for success and the signs of impending failures (and how to avoid them)

Key Take-Aways:

  • Examples, stories and insights that you can use to learn from and build around for your own strategic influence roadmap.
  • Techniques and methods needed to create a sphere of customer centric influence
  • Ways to paint the picture of information and influence in your organization and how to leverage relationships to successfully sell the CX initiatives
  • Failures, pitfalls and recovery…what watch out for and what to do when you inevitably run into a failure

Headliner:

Craig AntonucciCraig Antonucci
Chief Experience Officer
Autocar Trucks
 

Why You Should Listen to Craig:
Craig is the Chief Experience Officer for Autocar, the oldest truck brand in the United States. Craig is responsible for the future of the Autocar customer experience. He leverages cutting edge techniques, technology, and data in the design, build, and execution of Autocar’s world class customer experience to ensure every touchpoint is creating a Raving Fan. With his work rooted in Paradoxes, Paradigms and Frameworks, Craig brings a unique perspective to the CX professional Journey. Having spent over 20 years consulting with some of the best and brightest in our space, he has seen these phenomena succeed and fail in real time. This unique journey has led Craig to Autocar, where he and his team are working on all the things that nobody has done yet but should have!

9:50 AM

Energizer

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

9:55 AM

BEST PRACTICE – Teaming Up to Raise NPS

Brian Wolfe, Vice President, Global Customer Experience, JBL, a division of HARMAN International

Abstract:
JBL’s Consumer Division has been moving to more online sales over the last several years and this leads to additional digital engagements with customers. Historically we had asked customers about their experience via NPS survey for those contacting support. More recently, we began asking customers about their online experience via Post Purchase NPS. This provides an expanded audience giving feedback on their end to end customer journey. This session will describe how we implemented our NPS approach and how we have engaged cross functional teams to gain their buy in and alignment on how we all contribute to enabling great customer experiences.

Key Take-Aways:

  • A framework for implementing transactional Net Promoter Score methodology to better understand customer feedback and ways to improve
  • Lessons learned from global roll out (9 regions) of Service and Post Purchase NPS
  • Recommendations on how to monitor NPS and customer feedback

Rockstar Insight:

Brian WolfeBrian Wolfe
Vice President, Global Customer Experience
JBL, a division of HARMAN International
 

Why You Should Listen to Brian:
Brian is an energetic and proven senior leader in the Customer Experience (CX) space. He spent the first part of his career in management consulting for Deloitte and Accenture gaining deep experience in Customer Relationship Management (CRM) strategy, operations, and technology. Subsequently, he was a sales manager for Oracle and Salesforce.com. For 8 years running he has been using his background in CX to lead global customer experience operations for the world’s most reputable audio company.

10:25 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted By:
Omni interactions

10:55 AM

EXECUTIVE INSIGHT – 5 Questions You Should Ask About CRM Implementation

Leslie Thibodeau, Vice President, Client Engagement Center, ECRI

Rockstar Insight:

Leslie ThibodeauLeslie Thibodeau
Vice President, Client Engagement Center
ECRI
 

Why You Should Listen to Leslie:
Bio is forthcoming.

11:30 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:
Natalia Brown, Chief Client Operations Officer, National Debt Relief
Steve Di Tirro, Supplier Relationship Manager, Google
Fred Kleiman, Vice President, Customer Experience, AMC Networks
Jim LeMere, Vice President, Servicing Capabilities & Enablement, Northwestern Mutual, Member, Customer Engagement Leadership Council


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 ArnasonBernie 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:

Natalia BrownNatalia Brown
Chief Client Operations Officer
National Debt Relief
 
Why You Should Listen to Natalia:
Natalia has over 20 years in the service industry. She has spent the last 12 years with National Debt Relief as the Chief Client Operations Officer. Natalia has led teams internationally and helped hundreds of thousands of people out of debt. She is a servant leader and an advocate for her teams and consumers.

 

Steve Di TirroSteve Di Tirro
Supplier Relationship Manager
Google
 
Why You Should Listen to Steve:
Steve has spent the last two decades dedicated to transforming organizations to deliver best in class customer experiences. Steve’s six sigma black-belt and his strategic sourcing experience contributes to Google Technical Services’ coined phrase, “What Would Steve Say?” At Amazon Global Outsourcing, in addition to driving procurement, risk and control, account management and service delivery, Steve proudly carried the title “Captain Funtastic”. Steve is an industry thought leader in outsourcing business partnerships and is committed to disrupting the customer service industry by continuously raising the bar.

 
Fred KleimanFred Kleiman
Vice President, Customer Experience
AMC Networks
 

Why You Should Listen to Fred:
Fred is described as a positive force in CX and has a passion for excellence and video streaming. Fred has spent most of his career building award winning teams in CX and his passion is finding career enthusiasts in customer service who share his passion and are looking for a long term CX career on his team.

 

Jim LeMereJim LeMere
Vice President, Servicing Capabilities & Enablement
Northwestern Mutual
Member, Customer Engagement Leadership Council
 
Why You Should Listen to Jim:
Known for his thought leadership in the service industry, Jim has over 25 years of experience in service operations and contact center re-engineering, with a specialization in leading cultures to outcomes that drive employee engagement and operational efficiency to boost client experience and business results to new levels. A servant-leader, Jim believes the secret sauce to transformation is having laser focus on enabling the success of the front line by creating customer-focused cultures driven by ownership and accountability. His focus on organizational development is rooted in a specific value chain that sparks cultural evolution.

12:00 PM

Content for the 19th Annual Customer Contact East Concludes

CUSTOMER EXPERIENCE TOUR
loanDepot Park, Home of the Miami Marlins


What can I learn about customer experience from a baseball stadium, you ask? Isn’t this a bit of a “change up”? Exactly! Join us on this non-traditional tour and explore customer experience excellence from a new perspective! This is your backstage pass to the home of the two-time World Series Champions Miami Marlins, giving you behind-the-scenes access to a state-of-the-art venue that was designed to enhance the game day experience and so much more.

Key Take-Aways:

  • Insight on how the experience for premium club and suite guests is elevated above the “average Joe” ticket holder
  • Examples of innovative technologies that are used to boost the guest experience
  • Best practices for keeping 35,000 fans happy during each event and throughout the year
Loan park
BallPArk
Loan Depot

12:15 PM

Check-In for the Customer Experience Tour

*Please note participation incurs an additional fee for those other than Customer Engagement Leadership Council members. See registration tab for details.

12:30 PM

Shuttle Departs

1:00 PM

Networking Luncheon

3:00 PM

Customer Experience Tour at loanDepot Park

4:30 PM

Customer Experience Tour Concludes and Shuttle Departs for the Marriott Harbor Beach Resort and Spa

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