Event Type CCW – October 25, 2021

october

25oct7:30 AMRegistration, Breakfast, and ExhibitionRegistration Items Hosted By: Cicero, Five9 & NWN | Featured Demonstration Hosted By: Aceyus7:30 AM

25oct8:15 AMWelcome and HeadlinerLeadership for the Digital Future8:15 AM Headliner: Gary Magenta, Senior Vice President, Customer Experience, Root

25oct9:10 AMNavigating the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange9:10 AM

25oct9:20 AMBest PracticeBuilding Out Your Tool Set9:20 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS

25oct9:50 AMNetworking, Refreshment and Exhibition BreakFeatured Demonstration Hosted By: Upstream Works9:50 AM

25oct10:20 AMCase History: Global BPO Pricing Trends and ModelsChoose one of the following zones10:20 AM Fab Facilitator: Corey Kotlarz, Chief Executive Officer, Outsource Consultants

25oct10:20 AMCase History: Measuring the Cross Channel Customer ExperienceChoose one of the following zones10:20 AM Fab Facilitator: Mark Hertel, Regional Vice President, Talkdesk Rockstar Insights: Michael Zurat, Director, Engagement Solutions, Cognosante

25oct10:20 AMCase History: Integrating Mobile App Support in the Customer JourneyChoose one of the following zones10:20 AM Fab Facilitator: Eric Vermillion, Chief Revenue Officer, Helpshift Rockstar Insights: Jake Petersen, Former Vice President, Operations, MoviePass

25oct10:20 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. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
10:20 AM

25oct10:20 AMCase History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and ProductivityChoose one of the following zones10:20 AM Fab Facilitator: Matthew Storm, Vice President, Global Marketing, Jacada Rockstar Insights: Anthony Banks, Senior Manager, Operations, Allstate Roadside Services

25oct10:20 AMCase History: Employee Experience – Leveraging Data to Drive Down Employee EffortChoose one of the following zones10:20 AM Fab Facilitator: Todd Sherin, Chief Revenue Officer, Cicero

25oct10:20 AMGaining Top Down Support for the Digital Future of Customer CareChoose one of the following zones | The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to
encourage maximum participant interaction.
10:20 AM Fab Facilitator: Gary Magenta, Senior Vice President, Customer Experience, Root

25oct11:20 AMSession to Session Travel Time11:20 AM

25oct11:25 AMInteractive – Solutions WheelConcurrent sessions | Choose One11:25 AM

25oct11:25 AMFrost & Sullivan Visionary Insight – Why People Must be a Critical Aspect of Every Digital TransformationConcurrent sessions | Choose One11:25 AM Rockstar Insights: Alpa Shah, Vice President, Digital Transformation, Frost & Sullivan

25oct11:45 AMExecutive Presentation - AI-Powered Automation for Voice and Chat Bots: Use Cases in the Contact Center11:45 AM Rockstar Insights: Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

25oct12:40 PMFood For Thought Luncheon - Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, Datamark, sitel12:40 PM

25oct1:40 PMSession to Session Travel Time1:40 PM

25oct1:45 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. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
1:45 PM

25oct1:45 PMRoundtable: 3 Things I Hate About My CRMChoose one of the following zones1:45 PM Fab Facilitator: Fred Lee, Chief Technology Officer, Cars.com Co-Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP

25oct1:45 PMRoundtable: Connecting VOC with Operational DriversChoose one of the following zones1:45 PM Fab Facilitator: Sandy Ellis, Global Vice President, Sitel

25oct1:45 PMRoundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key Considerations (Copy)Choose one of the following zones1:45 PM Fab Facilitator: Rob McDougall, Chief Executive Officer, Upstream Works

25oct1:45 PMRoundtable: Employee Experience (EX) – Unlocking a Better Customer ExperienceChoose one of the following zones1:45 PM Fab Facilitator: Sharon Bradbury, Experience Manager, Customer Service & Support – Tools & Technology, Microsoft Rockstar Insights: Jacob Britt, Senior Manager, Business Development, Aceyus

25oct1:45 PMRoundtable: Leveraging Data for Customized InteractionsChoose one of the following zones1:45 PM Fab Facilitator: Tony Iero, General Manager, Digital Solutions, VHT

25oct1:45 PMGetting Ahead of the Game: Early Adopter vs. Fast FollowerChoose one of the following zones | The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to
encourage maximum participant interaction.
1:45 PM Rockstar Insights: Gabriele Masili, Chief Technology Officer, Customer Service and Support, Microsoft

25oct3:10 PMInteractive – Solutions WheelConcurrent sessions | Choose One3:10 PM

25oct3:10 PMThe Fix – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesConcurrent sessions | Choose One3:10 PM

25oct3:10 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. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
3:10 PM

25oct3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

25oct5:00 PMSuccess StoryCreating a CX Task Force5:00 PM Rockstar Insights: Teddi Burress, Senior Consultant, Customer Experience, Nationwide

25oct5:27 PMThe CC Awards - Rewarding Excellence, Culture and Team SpiritLet’s kick off the evening with a bang! 5:27 PM

25oct6:00 PMTruth or DareNETWORKING RECEPTION6:00 PM

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