Event Type CC EAST Day 3

may

19may6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners! 6:45 AM

19may6:45 AMBeach YogaCalling all yogis! 6:45 AM

19may8:00 AMBreakfast and ExhibitionFeatured Demonstration Hosted By: SmartAction 8:00 AM

19may8:45 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

19may9:45 AMFrost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:45 AM

19may9:50 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

19may10:40 AMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Eventus Solutions Group10:40 AM

19may11:40 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

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:
11:40 AM

19may11:40 AMRoundtable Zone 5: Aligning the Brand and Self Serve Strategy11:40 AM

19may11:40 AMRoundtable Zone 3: Deflect Traffic, Reduce Costs and Improve CX with AI: Real World Use Cases11:40 AM Fab Facilitator: Fred Stacey, General Manager, Cloud Call Center Search, a Division of Outsource Consultants

19may11:40 AMRoundtable Zone 2: Measuring the Cross Channel Customer Experience11:40 AM

19may11:40 AMStrategic Boardroom Zone 1: Customer Support: Your Call is Very Important to Us!11:40 AM Fab Facilitator: Julie Weingardt, Vice President, Operations, Turo

19may11:40 AMRoundtable Zone 4: Using Customer Journey Analytics to Improve Agent Effectiveness and CX11:40 AM Fab Facilitator: Lauren Kindzierski, Vice President of Consumer Engagement Solutions, HGS

19may12:40 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted By: TTEC12:40 PM

19may1:45 PMSession to Session Travel Time1:45 PM

19may1:50 PMThinkTank Zone 3: Deepening the Link Between Quality and Employee Engagement1:50 PM Fab Facilitator: Siobhan Miller, Vice President, Portfolio Market Strategy, Verint Customer Engagement Solutions

19may1:50 PMThinkTank Zone 2: Designing the (Conversational) AI Experience with the Human Perspective1:50 PM Fab Facilitator: Mark Landry, Human Experience Activist, SmartAction
Patty Kleinfeldt, Director of Q&E, AAA National

19may1:50 PMStrategic Boardroom Zone 1: Gaining Top Down Support for Customer Centricity Across the Enterprise1:50 PM

19may1:50 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

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

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:
1:50 PM

19may1:50 PMThinkTank Zone 5: Cutting Through the Digital Transformation Hype - The Role of Technology in Delivering Improved CX and Cost Reductions1:50 PM Fab Facilitator: Rafael Domene, Partner, TTEC

19may1:50 PMThinkTank Zone 4: Finding the Ideal Balance for Your CX - Automation, AI and Agent Support1:50 PM Fab Facilitator: Aleks Bogdanovski, President, North America, Acquire BPO

19may3:20 PMNetworking, Refreshments, and Exhibition Break3:20 PM

19may3:50 PMBest Practices Zone 5: Design Thinking: Orchestrating the Contact Center of the Future3:50 PM Fab Facilitator: Greg Weber, Chief Technology Officer, Eventus Solutions Group

19may3:50 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

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:
3:50 PM

19may3:50 PMBest Practice Zone 2: Driving Real Customer Value Using Analytics3:50 PM

19may3:50 PMBest Practices Zone 4: Enhancing Agent Productivity and Performance, Real Time3:50 PM Fab Facilitator: Jeff Rosenthal, Director, Service Cloud Product Success, Salesforce

19may3:50 PMBest Practices Zone 3: Continuous Learning, Continuous Practice, Continuous Improvement!3:50 PM Fab Facilitator: Bryan Naas, Director of Sales Enablement, Lessonly
Amanda Burleson, Training & Development Specialist, WebMD

19may4:50 PMSession to Session Travel Time4:50 PM

19may4:55 PMSuccess Story – Nurturing Your Manager’s Professional Development4:55 PM Rockstar Insights: Santiago Cuarterola, Vice President, Customer Service, Safrapay

19may5:15 PMSuccess Story – Advancing an Agent’s Career Development5:15 PM Rockstar Insights: Steve Riddell, Head of Customer Experience, Better.com

19may5:30 PMGeneral Session Concludes5:30 PM

19may6:00 PM16th Annual Customer Contact East Beach Party and Olympics6:00 PM

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