Event Type CCV Feb2 Day 2

february

02feb12:00 PMParticipant Meet ‘n’ Greet12:00 PM EST

02feb12:45 PMVirtual Platform Orientation and Demonstration – Fast Paced and Fun!Ready yourself with the platform know-how to ensure you make the most connections, get (and give!) the greatest value in the many collaboration sessions throughout the event, and find those products and services that will help you solve your specific challenges.

12:45 PM EST

02feb1:00 PMWelcome: Ready...Set…Go!1:00 PM EST Chairpersons: Brooke Filson, Senior Manager, Global Events & Membership Councils, Frost & Sullivan
Shawanda (Shay) Roberts, Vice President, Frost & Sullivan

02feb1:05 PMHEADLINER – With Disruption Comes Opportunity1:05 PM EST

02feb1:25 PMZone 3. From Disparate Data to Unified, Accurate and Actionable Insight1:25 PM EST Fab Facilitator: Parikshit (PK) Kalra, Senior Vice President, Solutions and Capabilities, HGS

02feb1:25 PMZone 2. Designing the (Conversational) AI Experience with the Human Perspective1:25 PM EST Fab Facilitator:      Mark Landry, Vice President of Product, SmartAction Rockstar Insights: Joe Russo, Assistant Vice President, Automotive Services, AAA – The Auto Group

02feb1:25 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
1:25 PM EST

02feb1:25 PMZone 1. Mastering Virtual Hiring, Onboarding, and Training1:25 PM EST

02feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations
Hosted By: SmartAction, HGS

To Explore:

• How to tap into desparate data sources to create a unified view into the customer experience, join HGS
• How advanced Natural Language Understanding is the secret to a frictionless customer experience every time, join SmartAction

2:14 PM EST

02feb2:25 PMCASE HISTORY – Rebooting Your CX Initiatives: Advancing from Insights to Organizational Strategy2:25 PM EST Rockstar Insights: Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealth Group

02feb2:40 PMDance BreakBring your dancing shoes & get ready to boogie down!

Hosted By: HGS

2:40 PM EST

02feb2:45 PMEXECUTIVE BRAINSTORM – Redefining Agent Descriptions for Modern Times2:45 PM EST Moderator:            Nate Brown, Chief Experience Officer, Officium Labs Panelists Include: Rachelle Dever, Vice President, Member Services, Cricut
Chris Keenan, Head of Worldwide Medical Customer Engagement, Bristol-Myers Squibb

02feb2:45 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.
Concurrent with:
2:45 PM EST

02feb3:25 PMZone 3. Personalizing the Digital Experience3:25 PM EST

02feb3:25 PMZone 2. Making Strides Towards Self-Service Success3:25 PM EST Fab Facilitator: Brad Taylor, Vice President of AI Technologies, IntelePeer

02feb3:25 PMZone 1. Empathy in Action! Using Technology to Deliver Empathy, at Scale3:25 PM EST Fab Facilitator: Charles Godfrey, Senior Director, Business Consulting, Genesys

02feb3:25 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:25 PM EST

02feb4:10 PMCAPSTONE - We're All in This Together4:10 PM EST Rockstar Insights: Mike Robbins, Motivational Author and Coach, Mike Robbins LLC

02feb4:25 PMContent Concludes but wait... Daily Grand Prize Giveaway!
Hosted By: IntelePeer

4:25 PM EST

02feb4:30 PMScavenger Hunt and Virtual Happy HourThis virtual scavenger hunt is a collaborative effort of craziness filled with exciting & active ways for your team to complete hilarious at-home challenges. Keep your slippers on, you'll be in and out of your seat during this fast paced hunt against the clock.

4:30 PM EST

02feb5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EST

03feb2:25 PMSUCCESS STORY – Making Work at Home, Work: Near and Long Term Strategy2:25 PM EST Rockstar Insights: Kandy White, Senior Vice President, Head of Global Operations, Altisource

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