Event Type CCV Feb4 Day 4


04feb12:00 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.12:00 PM EST

04feb1:00 PMKickoff and HEADLINER - Keeping Pace with Digital Acceleration1:00 PM EST Rockstar Insights: Patty Hatter, Senior Vice President, Global Customer Services, Palo Alto Networks

04feb1:25 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

04feb1:25 PMZone 1. From Beta to Alpha: Take Your Agents to the Next Level1:25 PM EST Fab Facilitator: Doug Miracle, Director of Customer Success, Aceyus

04feb1:25 PMZone 2. Multichannel Proactive Care1:25 PM EST Fab Facilitator: Shai Berger, Founder & Chief Executive Officer, Fonolo

04feb1:25 PMZone 3. Developing Customer Personas1:25 PM EST

04feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations
Hosted by: Fonolo

2:14 PM EST

04feb2:25 PMPicasso and a Dollar: A Lesson in Origami
Hosted By: Fonolo

2:25 PM EST Rockstar Insights: Sky Sands, Comedian, Enigma, Possibilitarian

04feb2:35 PMEXECUTIVE INSIGHTS - Balancing Efficiency with the Cost of Customer Experience2:35 PM EST Rockstar Insights: Yuko Araki Prichard, Vice President, AARP Experience Change Capability & Metrics, AARP

04feb2:55 PMHIGH INTENSITY ENERGIZER - Challenge Yourself. Yes, You Can!2:55 PM EST Rockstar Insights: Andrew Deutscher, Founder, Regenerate

04feb3:05 PMPARTICIPANT CHOICE Select one of the following concurrent sessions according to your need (or mood!):3:05 PM EST

04feb3:05 PMChoice 1. Visit Industry InsightsA wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.3:05 PM EST

04feb3:05 PMChoice 2. It's a Crowdsource!Want to benchmark your CSAT? Or connect with other tenured strategic thinkers to share the most valuable insight from the event? Join either one of these crowdsource sessions and bring your insights and experiences.

Benchmarking CSAT
Fab Facilitator: Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan

For Strategic Thinkers and Seasoned Executives Only
Fab Facilitator: Willa Hightower, Director of Strategic Planning, Exelon

3:05 PM EST

04feb3:20 PMCONTINUING CONNECTIONSThe connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of brief 1:1 conversations. You'll never know who you will show up in your virtual meeting space! A great way to widen your professional network and make new friends!3:20 PM

04feb3:50 PMFUTURE FORWARD - Augmented is the New Reality in CX and CS3:50 PM EST Rockstar Insights: Ahmad Shabazz, Head of Global Community Operations, Snapchat Inc.

04feb4:05 PMCAPSTONE – Achieving Trust & Transparency - How to Nurture & Strengthen Client Relationships and Switch them to Referrals & Results in a Crisis4:05 PM EST Rockstar Insights: Itzik Amiel, Founder & Chief Executive Officer, Power Networking Academy, Bestselling Author ‘The Attention Switch’

04feb4:25 PMDRUMROLL - Daily Grand Prize Giveaway!
Hosted By: IntelePeer

4:25 PM EST

04feb4:30 PMCustomer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes4:30 PM EST