Event Type CCW – October 26, 2021

october

26oct6:45 AM11:50 PMEarly Risers Run/WalkCalling all walkers, joggers and runners! 6:45 AM - 11:50 PM

26oct6:45 AMBeach YogaCalling all yogis! 6:45 AM

26oct8:00 AMBreakfast and ExhibitionFeatured Demonstration Hosted By: Bold3608:00 AM

26oct8:45 AMIce Breaker and HeadlinerCustomer Trust and Its Enabling Technologies8:45 AM Headliner: Kandy White, Senior Vice President, Head of Global Operations, Altisource

26oct9:45 AMFrost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:45 AM

26oct9:50 AMAsk the Experts! Panel DiscussionSocializing CX Across the Organization9:50 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS

26oct10:40 AMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: UpstreamWorks10:40 AM

26oct11:25 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.
11:25 AM

26oct11:25 AMStrategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact CenterCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Fab Facilitator: Kandy White, Senior Vice President, Operations, Altisource

26oct11:25 AMRoundtable: STOP Admiring the Problem – and START Driving Real Value with AnalyticsCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Fab Facilitator: Barbara Wingle, Vice President, Strategic Marketing & Analytics, TTEC

26oct11:25 AMRoundtable: Integrating Conversational AI into the Call Center EnvironmentCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Fab Facilitator: Brian Morin, Chief Marketing Officer, SmartAction Co-Fab Facilitator: Tiffany Anderson, Director of CX Process/Initiatives, Purchasing Power

26oct11:25 AMRoundtable: Technology Integration: Closing Operational Silos at the Business LevelCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Fab Facilitator: Will McLaughlin, Senior Manager Solution Leads, North America, Genesys

26oct11:25 AMRoundtable: Delivering Personalized Care Across ChannelsCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Fab Facilitator: Michael Kropidlowski, Director Product Marketing, Aspect

26oct12:25 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted by: VHT, ttec, callzilla12:25 PM

26oct1:30 PMSession to Session Travel Time1:30 PM

26oct1:35 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.
1:35 PM

26oct1:35 PMStrategic Boardroom: If I Only Knew Then What I Know NowCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Fab Facilitator: Jerry Leisure, Chief Executive Officer, Officium Labs

26oct1:35 PMThinkTank: Data Driven Customer ExperienceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Fab Facilitator: Parikshit (PK) Kalra, Senior Vice President, Solutions & Capabilities, HGS

26oct1:35 PMThinkTank: Equipping Your Agents to Deliver Proactive, End-to-End ServiceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Fab Facilitator: Andrew Papparides, Head of Support Strategy, ServiceNow

26oct1:35 PMThinkTank: Strategic Mapping of an Integrated Self-Serve JourneyCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Fab Facilitator: Lisa Michaud, Senior Product Manager, Interactions LLC

26oct3:05 PMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Interactions3:05 PM

26oct3:50 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. 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.
3:50 PM

26oct3:50 PMTransitioning from Bot to Live ChatCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Fab Facilitator: Lisa Diehl, Consumer Advocacy, Global Retail Division, North America Consumer, Blue Diamond Co-Fab Facilitator: Neal Topf, President, Callzilla

26oct3:50 PMCapture, Analyze, Optimize: Your Employee Analytics Journey from the Call Center Floor to the BoardroomCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Fab Facilitator: Brent Stevenson, Senior Vice President, Sales & Marketing, 24/7 Intouch

26oct3:50 PMBest Practice: How AI Is Helping to Create Empowered and Efficient Support TeamsCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Fab Facilitator: Chris Savio, Senior Product Marketing Manager, Bold360 by LogMeIn

26oct3:50 PMBest Practice: Six Sigma: Process Improvement in the Contact CenterCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Co-Fab Facilitator: Dominique Jaritz, Chief Executive Officer, ThinkOwl Japan | Nina Brown, Vice President, Client Solutions, Datamark

26oct4:50 PMSession to Session Travel Time4:50 PM

26oct4:55 PMSuccess StoryHiring for Staying Power and Brand Fit4:55 PM Rockstar Insights: Regan Heckethorn, Vice President, Operations, Allegiant Air

26oct4:55 PMSuccess StoryContinuous Improvement of the Customer Experience4:55 PM Rockstar Insights: Kal Kuchimanchi, Director, Global Planning & Programs, Uber

26oct5:30 PMGeneral Session Concludes5:30 PM

26oct6:00 PM15th Anniversary Customer Contact Wild West Olympics & CookoutGear up for a night of Olympic games with Western flair6:00 PM

X