FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions. General Session

september

22sep8:30 AMWelcome & Headliner – The Future of CX Is Here: Is Your People Strategy Keeping Up with Your Tech Strategy?8:30 AM Headliner: Gary Magenta, Chief Change Architect & Senior Vice President, Customer Experience, Root

22sep11:20 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

22sep11:20 AMExecutive Presentation and Crowdsource – The Threat of Automation: Ideas for Addressing Fear and Resistance11:20 AM Rockstar Insights: Jamie Homen, Vice President, Customer Service and Support, CareerBuilder

22sep12:00 PMExecutive Presentation and Crowdsource – Budget Optimization: Ideas for Driving Out Cost in the Contact Center12:00 PM Rockstar Insights: Rena Thompson, Director of Call Center Operations, Cleveland Clinic

22sep3:40 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

22sep3:40 PMThe Fix – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesShare your smarts! Choose between eight themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty 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.3:40 PM

23sep8:45 AMIce Breaker and Headliner – Transforming Your Capabilities, Tools and Processes for the Future8:45 AM Headliner: Kyle Pottinger, Senior Vice President, Ticket Sales & Service, Phoenix Suns

23sep9:50 AMAsk The Experts! Panel Discussion - Earning an A for Effortless9:50 AM Moderator: Rachelle Dever, Vice President, Customer Relations & Brand Experience, Signature Flight Support Panelists Include: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company
Santiago Cuarterola, Vice President, Customer Service, Safrapay
Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

23sep4:55 PMSuccess Story – Nurturing Your Manager’s Professional Development4:55 PM Rockstar Insights: Santiago Cuarterola, Vice President, Customer Service, Safrapay

24sep9:10 AMKickoff and Headliner - Playing Offense: Unleash the Talents, Passions, and Potential of Your People9:10 AM Headliner: Paul Epstein, Chief Executive Officer & Founder, Purpose Labs

24sep11:05 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

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