Event Type CCV Feb3 Day 3


03feb12:00 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.12:00 PM EST

03feb1:00 PMHEADLINER -Winning Hearts, Winning Minds: Harnessing the Power of the Full Organization to Reimagine the Customer Experience for Today and Tomorrow1:00 PM EST Rockstar Insights: Aarthi Murali, Chief Customer Experience Officer, M&T Bank

03feb1:25 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

03feb1:25 PMZone 1. 5 Ways to Turn Knowledge Management into Knowledge Automation1:25 PM EST Fab Facilitator: Scott Merritt, Vice President & Head of Global Automation, Jacada

03feb1:25 PMZone 2. The Brave New World of Optimal Channels1:25 PM EST Fab Facilitator: Phil Gray, Chief Innovation Officer, Interactions

03feb1:25 PMZone 3. Miscommunication: The largest Silent Cost to Your Business1:25 PM EST Fab Facilitator: Dorian Stone, General Manager, Grammarly Business, Grammarly

03feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations
Hosted By: Jacada, Grammarly

To Explore:

• To see the top 5 Agent Assist capabilities come to life in one real-time assistance solution for your agents, join Jacada.
• How you can enhance your agents' customer communications, join Grammarly

2:14 PM EST

03feb2:45 PMMind, Body & Soul: Yoga with a YogiGet energized while building strength and flexibility with us. This upbeat, creative yoga practice, will link breath and movement to keep you present and centered.

Hosted By: IntelePeer

2:45 PM EST

03feb2:50 PMEXECUTIVE INSIGHTS - Prioritizing the Safety and Well Being of Your Employees:
“It’s OK to Not Be OK…Really, it’s OK!”
FOLLOWED BY:2:50 PM EST Rockstar Insights: Erin McMillan, Assistant Vice President, Customer Operations, Cox Automotive Media Group

03feb2:50 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:
2:50 PM EST

03feb3:10 PMEXECUTIVE BRAINSTORM - Business as Usual? NOT! Shifting Investments in Technology and People3:10 PM EST Rockstar Insights: Meredith Blanchar, Senior Vice President Customer Success and Support, SailPoint Technologies
Everett Kimball, Vice President, Field Operations, Sailpoint Technologies

03feb3:30 PMPARTICIPANT CHOICE Select one of the following concurrent sessions according to your need (or mood!):3:30 PM EST

03feb3:30 PMChoice 1. Visit Industry InsightsA wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.3:30 PM EST

03feb3:30 PMChoice 2. It's a Crowdsource!Looking to figure out how to effectively sort through all your data? Looking to benchmark your self service capabilities? Join either one of these crowdsource sessions and bring your insights and experiences.

Making Sense of Data...Without the Fancy Software
Fab Facilitators:
Ellie Broughton, Director of Customer Experience Insights, A2Dominion Housing Group
Carlton Dacres, Business Information Manager, A2Dominion Housing Group

Benchmarking Web Self Serve Average Handling Time
Fab Facilitator:
Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan

3:30 PM EST

03feb3:45 PMTopic TablesNetworking roundtables hosted by industry leaders.

Hosted By: SmartAction, Interactions, Lucidworks, Jacada

Topics Include:

• How to Build a Business Case for Conversational AI
• Personally Identifiable Information (PII) and the Pandemic: Revisiting Redaction in the New Landscape
• AI and Automation Disruption & Enabling a More Agile approach to Learning in the Contact Center

3:45 PM EST

03feb4:10 PMCAPSTONE - How Pinterest Approaches Customer Segmentation and Tiered Service4:10 PM EST Rockstar Insights: Gerald Hastie, Head of Global Customer Operations, Pinterest

03feb4:25 PMContent Concludes but wait... Daily Grand Prize Giveaway!
Hosted By: IntelePeer

4:25 PM EST

03feb4:30 PMVirtual Olympics: Game Show ExtravaganzaThis team vs. team action packed games will keep you and your team members on the edge of your seats! 4:30 PM EST

03feb5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EST