Event Type CC EAST Day 2

may

18may7:45 AMRegistration, Breakfast, and ExhibitionRegistration Items Hosted By: Inspiro
Featured Demonstration Hosted By: Salesforce
7:45 AM

18may8:30 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 and Senior Vice President, Customer Experience, Root

18may9:20 AMNavigating the 16th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange9:20 AM

18may9:30 AMSuccess Story – Determining and Measuring Outcomes for Impact!9:30 AM Rockstar Insights: Stuart Benzal, Vice President, Omni Channel Customer Care, Hudson's Bay Company
Rob Rutledge, Vice President, Operations and Customer Experience, Hudson's Bay Company

18may9:50 AMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: ServiceNow9:50 AM

18may10:20 AMCase History Zone 2: The Critical Role of the Contact Center in the Experience Economy10:20 AM Fab Facilitator: Tommy Minta, Digital Solution Lead, North America, Genesys

18may10:20 AMCase History Zone 3: Employee Experience: Leveraging Data to Drive Down Employee Effort10:20 AM Fab Facilitator: Neil Crane, Vice President, IT and Product, Cicero

18may10:20 AMCase History Zone 6: Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer10:20 AM Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP
Sourjo Basu, Director, Digital Support, Samsung Electronics America

18may10:20 AMCase History Zone 4: Intelligent Automation: Simplifying Complex Customer Interactions for the Agent10:20 AM Fab Facilitator: Scott Merritt, Vice President, Global Head of Automation, Jacada

18may10:20 AMCase History Zone 5: Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation10:20 AM Fab Facilitator: Jacob Britt, Senior Manager, Business Development, Aceyus
Paige Delk, Industry Consultant, Customer Data Analytics Expert

18may10:20 AMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
10:20 AM

18may10:20 AMStrategic Boardroom Zone 1: Becoming a CX Leader: Create the Right People Strategy for Your Business10:20 AM Fab Facilitator: Gary Magenta, Chief Change Architect and Senior Vice President, Customer Experience, Root

18may11:15 AMSession to Session Travel Time11:15 AM

18may11:20 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

18may11:20 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

18may12:00 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

18may12:35 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, ServiceNow12:35 PM

18may1:40 PMSession to Session Travel Time1:40 PM

18may1:45 PMRoundtable Zone 6: Leveraging Six Sigma in the Contact Center1:45 PM Fab Facilitator: Dominique Jaritz, Chief Executive Officer, ThinkOwl Japan
Nina Brown, Vice President, Client Solutions, Datamark

18may1:45 PMFeaturedCHOOSE BETWEEN SIX 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.

Zone 1. Strategic Boardroom | Zone 2. Raising the Bar on Customer Effort & Experience | Zone 3. Elevating the Agent Experience | Zone 4. Enhancing Agent Effectiveness | Zone 5. Modernizing Contact Center Technology | Zone 6. Excelling in Contact Center Operations

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:
1:45 PM

18may1:45 PMStrategic Boardroom Zone 1: Meeting the Unique Challenges of the Enterprise Contact Center1:45 PM

18may1:45 PMRoundtable Zone 2: Beyond the Contact Center: Championing an Organization-Wide Effortless Experience1:45 PM Fab Facilitator: Devinder Singh, Vice President, Global Business Solutions, Teleperformance

18may1:45 PMRoundtable Zone 5: Soft Benefits Driving AI Decisions, More than ROI1:45 PM Fab Facilitator: Jim Freeze, Chief Marketing Officer, Interactions

18may1:45 PMRoundtable Zone 3: Measuring the Agent Experience to Propel Contact Center Efficiencies1:45 PM Fab Facilitator: Michael Kropidlowski, Senior Director, Product Marketing, Aspect

18may1:45 PMRoundtable Zone 4: Transforming Service: Building Powerful Knowledge Bases and Communities1:45 PM Fab Facilitator: Tom Brennan, Global Director, Customer Service Transformation, ServiceNow

18may3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

18may3:40 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

18may3:40 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

18may4:55 PMSession to Session Travel Time4:55 PM

18may5:00 PMSuccess Story – Integrating the Contact Center into the Organization-Wide Digital Experience5:00 PM Rockstar Insights: Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

18may5:30 PMNetworking Reception5:30 PM

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