AGENDA

Interactive & Highly Collaborative Content

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com

Oh, and The First of Our Daily Grand Prize Give Away Drawings

CHOOSE BETWEEN THREE 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. Elevating Agent Experience and Effectiveness | Zone 2. Operational Excellence in the New Now | Zone 3. Reimagining the Customer Journey & Experience

21sep2:15 PMFeaturedMonday, September 21, 2020 | Power Up The Networking2:15 PM EDT

21sep2:15 PMSponsor Workshop2:15 PM EDT

21sep4:00 PMEscape Room ChallengeHosted by: VERINT

4:00 PM EDT

21sep5:00 PMParticipant Meet "n" GreetThis end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.Concurrent with:5:00 PM EDT

21sep5:00 PMCustomer Engagement Leadership Council Meeting and Mixer* Please note participation in the meeting and mixer is restricted to Council Members only. 5:00 PM EDT

22sep12:30 PMFeaturedTuesday, September 22, 2020 | Insights, Expertise, Collaboration and Solutions(Oh, and The First of Our Daily Grand Prize Give Away Drawings!)12:30 PM EDT

22sep12:30 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.

12:30 PM EDT

22sep1:00 PMWelcome Stretch – Ready..Set…Go!1:00 PM EDT

22sep1:05 PMHEADLINER - Reimagining the Business Model1:05 PM EDT

22sep1:25 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 and un mute
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 EDT

22sep1:25 PMZone 1. Employee Experience: Leveraging Data to Drive Down Employee Effort1:25 PM EDT

22sep1:25 PMZone 2. Transforming Service: Building Powerful Knowledge Bases and Communities1:25 PM EDT

22sep1:25 PMZone 3. Harnessing the Voice of the Customer to Drive Growth1:25 PM EDT

22sep2:15 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Cicero, ServiceNow, Inspiro

2:15 PM EDT

22sep2:25 PMSUCCESS STORY - An Exceptionally Human Solution for Customer Satisfaction2:25 PM EDT Rockstar Insights: Stacy Sherman, Director, Customer Experience & Employee Engagement, Schindler Elevators

22sep2:40 PM“Simon Says” Dance BreakPlay everyone's favorite game from childhood, but bring your dancing shoes because we'll be playing this old classic with a twist!

2:40 PM EDT

22sep2:45 PMVirtual Exhibit HallTwenty well spent minutes to travel through the hall, request information from Solution Providers, enter their booth, and get your questions answered live on video.

2:45 PM EDT

22sep3:05 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 and un mute
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

22sep3:05 PMZone 1. Intelligent Automation: Simplifying Complex Customer Interactions for the Agent3:05 PM EDT

22sep3:05 PMZone 2. Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation3:05 PM EDT

22sep3:05 PMZone 3. Designing Frictionless Digital Customer Journeys3:05 PM EDT

22sep3:45 PMVirtual Exhibit HallMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.
Concurrent with:
3:45 PM EDT

22sep3:45 PMTopic TablesHosted by: Verint, Salesforce, Aspect

3:45 PM EDT

22sep4:05 PMCAPSTONE - Creating a Touchless Experience4:05 PM EDT Rockstar Insights: Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass

22sep4:25 PMContent Concludes but wait… Daily Grand Prize Giveaway!Hosted by: RingCentral

4:25 PM EDT

22sep4:30 PMScavenger Hunt and Virtual Happy HourThis virtual scavenger hunt is a collaborative effort of craziness filled with exciting and active ways for your team to complete brain teasers and hilarious challenges. Grab a drink & bring lots of energy because you'll be racing against the clock!

4:30 PM EDT

22sep5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

23sep1:00 PMFeaturedWednesday, September 23, 2020 | Insights, Expertise, Collaboration and Solutions(Oh, and Another Daily Drawing!)1:00 PM EDT

23sep1:00 PMIcebreaker1:00 PM EDT

23sep1:05 PMHEADLINER - Disruption, Dolly, Dilbert and Droids: The ‘D’s Reshaping the Future of Work & the Contact Center1:05 PM EDT Headliner: Nicola Millard, Principal Innovation Partner, BT Enterprise CTIO, BT

23sep1:25 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 and un mute
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 EDT

23sep1:25 PMZone 1. Measuring the Agent Experience to Propel Contact Center Efficiencies1:25 PM EDT

23sep1:25 PMZone 2. AI Enhanced Customer Care1:25 PM EDT

23sep1:25 PMZone 3. The Future State of Culture1:25 PM EDT

23sep2:15 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Aspect

2:15 PM EDT

23sep2:25 PMBEST PRACTICE - The Evolution of Digital Tools: Adapting to the Omni-Digital-Channel Customer Revolution2:25 PM EDT Rockstar Insights: Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

23sep2:40 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.

2:40 PM EDT

23sep2:45 PMVirtual Exhibit Hall and Briefing SessionsMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

2:45 PM EDT

23sep3:05 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 and un mute
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

23sep3:05 PMZone 1. Using Customer Journey Analytics to Improve Agent Effectiveness and CX3:05 PM EDT

23sep3:05 PMZone 2. Workforce Management in the New Normal3:05 PM EDT

23sep3:05 PMZone 3. Analyzing and Enhancing the Self Serve Experience3:05 PM EDT

23sep3:45 PMVirtual Exhibit Hall and Briefing SessionsMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

3:45 PM EDT

23sep4:05 PMCAPSTONE - Making Authentic Connections Amidst Crisis and Chaos4:05 PM EDT Rockstar Insights: Trudy Bourgeois, Founder & Chief Executive Officer, The Center for Workforce Excellence

23sep4:25 PMDRUMROLL- Daily Grand Prize Giveaway!Hosted by: RingCentral

4:25 PM EDT

23sep4:30 PMINAUGURAL VIRTUAL OLYMPICSHosted by: Jacada

4:30 PM EDT

23sep5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

24sep12:00 PMFeaturedThursday, September 24, 2020 | Insights, Expertise, Collaboration and Solutions (Oh, and The Last of The Daily Drawings!)12:00 PM EDT

24sep12:15 PMCustomer Engagement Leadership Council: Take-Aways Pow Wow* Please note participation is restricted to Council Members only.12:15 PM EDT

24sep1:00 PMIcebreaker1:00 PM EDT

24sep1:05 PMHEADLINER - WFH – Where From Here (aka WTF!)1:05 PM EDT Headliner: John Riordan, Director of Support, Ireland, Shopify

24sep1:25 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 and un mute
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 EDT

24sep1:25 PMZone 1. Enhancing Agent Productivity and Performance, Real Time1:25 PM EDT

24sep1:25 PMZone 2. Transitioning to the Cloud1:25 PM EDT

24sep1:25 PMZone 3. Balancing Efficiency with the Cost of Customer Experience1:25 PM EDT

24sep2:15 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Salesforce

2:15 PM EDT

24sep2:25 PMBEST PRACTICE - The Evolution of Digital Tools: Adapting to the Omni-Digital-Channel Customer Revolution2:25 PM EDT Rockstar Insights: Jerry Leisure, Chief Executive Officer, Officium Labs
Jeff Poffenbarger, Chief Operating Officer, Mythical Games

24sep2:40 PM“Just for Laughs”Five minutes of funny queued up just for you!

2:40 PM EDT

24sep2:45 PMVirtual Exhibit Hall and Briefing SessionsMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

2:45 PM EDT

24sep3:05 PMBE SEEN AND BE HEARD! Concurrent Zones - Take a Deeper Dive with our Headliners and Rock Stars The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Have some fun and make some more connections - your last chance of the virtual event!
4. Take a deeper dive with key members of our speaker roster, get your questions answered, and share your own thoughts

3:05 PM EDT Rockstar Insights: John Riordan, Director of Support, Ireland, Shopify
Nicola Millard, Principal Innovation Partner, BT Enterprise CTIO, BT
Trudy Bourgeois, Founder & Chief Executive Officer, The Center for Workforce Excellence

24sep3:45 PMVirtual Exhibit Hall and Briefing SessionsYour final opportunity to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

3:45 PM EDT

24sep4:05 PMCAPSTONE4:05 PM EDT

24sep4:25 PMDRUMROLL- Daily Grand Prize Giveaway!Hosted by: RingCentral

4:25 PM EDT

24sep4:30 PMCustomer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes4:30 PM EDT

INSIGHTS, EXPERTISE, COLLABORATION and SOLUTIONS
Oh, and The First of Our Daily Grand Prize Give Away Drawings

CHOOSE BETWEEN THREE 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. Elevating Agent Experience and Effectiveness | Zone 2. Operational Excellence in the New Now | Zone 3. Reimagining the Customer Journey & Experience

22sep12:30 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.

12:30 PM EDT

22sep1:00 PMWelcome Stretch – Ready..Set…Go!1:00 PM EDT

22sep1:05 PMHEADLINER - Reimagining the Business Model1:05 PM EDT

22sep1:25 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 and un mute
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 EDT

22sep1:25 PMZone 1. Employee Experience: Leveraging Data to Drive Down Employee Effort1:25 PM EDT

22sep1:25 PMZone 2. Transforming Service: Building Powerful Knowledge Bases and Communities1:25 PM EDT

22sep1:25 PMZone 3. Harnessing the Voice of the Customer to Drive Growth1:25 PM EDT

22sep2:15 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Cicero, ServiceNow, Inspiro

2:15 PM EDT

22sep2:25 PMSUCCESS STORY - An Exceptionally Human Solution for Customer Satisfaction2:25 PM EDT Rockstar Insights: Stacy Sherman, Director, Customer Experience & Employee Engagement, Schindler Elevators

22sep2:40 PM“Simon Says” Dance BreakPlay everyone's favorite game from childhood, but bring your dancing shoes because we'll be playing this old classic with a twist!

2:40 PM EDT

22sep2:45 PMVirtual Exhibit HallTwenty well spent minutes to travel through the hall, request information from Solution Providers, enter their booth, and get your questions answered live on video.

2:45 PM EDT

22sep3:05 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 and un mute
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

22sep3:05 PMZone 1. Intelligent Automation: Simplifying Complex Customer Interactions for the Agent3:05 PM EDT

22sep3:05 PMZone 2. Readying Your Contact Center for Next Gen Technology: Moving from Disruption to Transformation3:05 PM EDT

22sep3:05 PMZone 3. Designing Frictionless Digital Customer Journeys3:05 PM EDT

22sep3:45 PMVirtual Exhibit HallMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.
Concurrent with:
3:45 PM EDT

22sep3:45 PMTopic TablesHosted by: Verint, Salesforce, Aspect

3:45 PM EDT

22sep4:05 PMCAPSTONE - Creating a Touchless Experience4:05 PM EDT Rockstar Insights: Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass

22sep4:25 PMContent Concludes but wait… Daily Grand Prize Giveaway!Hosted by: RingCentral

4:25 PM EDT

22sep4:30 PMScavenger Hunt and Virtual Happy HourThis virtual scavenger hunt is a collaborative effort of craziness filled with exciting and active ways for your team to complete brain teasers and hilarious challenges. Grab a drink & bring lots of energy because you'll be racing against the clock!

4:30 PM EDT

22sep5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

INSIGHTS, EXPERTISE, COLLABORATION and SOLUTIONS
Oh, and Another Daily Drawing

CHOOSE BETWEEN THREE 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. Elevating Agent Experience and Effectiveness | Zone 2. Operational Excellence in the New Now | Zone 3. Reimagining the Customer Journey & Experience

23sep1:00 PMIcebreaker1:00 PM EDT

23sep1:05 PMHEADLINER - Disruption, Dolly, Dilbert and Droids: The ‘D’s Reshaping the Future of Work & the Contact Center1:05 PM EDT Headliner: Nicola Millard, Principal Innovation Partner, BT Enterprise CTIO, BT

23sep1:25 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 and un mute
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 EDT

23sep1:25 PMZone 1. Measuring the Agent Experience to Propel Contact Center Efficiencies1:25 PM EDT

23sep1:25 PMZone 2. AI Enhanced Customer Care1:25 PM EDT

23sep1:25 PMZone 3. The Future State of Culture1:25 PM EDT

23sep2:15 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Aspect

2:15 PM EDT

23sep2:25 PMBEST PRACTICE - The Evolution of Digital Tools: Adapting to the Omni-Digital-Channel Customer Revolution2:25 PM EDT Rockstar Insights: Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

23sep2:40 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.

2:40 PM EDT

23sep2:45 PMVirtual Exhibit Hall and Briefing SessionsMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

2:45 PM EDT

23sep3:05 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 and un mute
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

23sep3:05 PMZone 1. Using Customer Journey Analytics to Improve Agent Effectiveness and CX3:05 PM EDT

23sep3:05 PMZone 2. Workforce Management in the New Normal3:05 PM EDT

23sep3:05 PMZone 3. Analyzing and Enhancing the Self Serve Experience3:05 PM EDT

23sep3:45 PMVirtual Exhibit Hall and Briefing SessionsMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

3:45 PM EDT

23sep4:05 PMCAPSTONE - Making Authentic Connections Amidst Crisis and Chaos4:05 PM EDT Rockstar Insights: Trudy Bourgeois, Founder & Chief Executive Officer, The Center for Workforce Excellence

23sep4:25 PMDRUMROLL- Daily Grand Prize Giveaway!Hosted by: RingCentral

4:25 PM EDT

23sep4:30 PMINAUGURAL VIRTUAL OLYMPICSHosted by: Jacada

4:30 PM EDT

23sep5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

INSIGHTS, EXPERTISE, COLLABORATION and SOLUTIONS
Oh, and The Last of the Daily Drawings

CHOOSE BETWEEN THREE 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. Elevating Agent Experience and Effectiveness | Zone 2. Operational Excellence in the New Now | Zone 3. Reimagining the Customer Journey & Experience

24sep12:15 PMCustomer Engagement Leadership Council: Take-Aways Pow Wow* Please note participation is restricted to Council Members only.12:15 PM EDT

24sep1:00 PMIcebreaker1:00 PM EDT

24sep1:05 PMHEADLINER - WFH – Where From Here (aka WTF!)1:05 PM EDT Headliner: John Riordan, Director of Support, Ireland, Shopify

24sep1:25 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 and un mute
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 EDT

24sep1:25 PMZone 1. Enhancing Agent Productivity and Performance, Real Time1:25 PM EDT

24sep1:25 PMZone 2. Transitioning to the Cloud1:25 PM EDT

24sep1:25 PMZone 3. Balancing Efficiency with the Cost of Customer Experience1:25 PM EDT

24sep2:15 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Salesforce

2:15 PM EDT

24sep2:25 PMBEST PRACTICE - The Evolution of Digital Tools: Adapting to the Omni-Digital-Channel Customer Revolution2:25 PM EDT Rockstar Insights: Jerry Leisure, Chief Executive Officer, Officium Labs
Jeff Poffenbarger, Chief Operating Officer, Mythical Games

24sep2:40 PM“Just for Laughs”Five minutes of funny queued up just for you!

2:40 PM EDT

24sep2:45 PMVirtual Exhibit Hall and Briefing SessionsMore time to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

2:45 PM EDT

24sep3:05 PMBE SEEN AND BE HEARD! Concurrent Zones - Take a Deeper Dive with our Headliners and Rock Stars The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Have some fun and make some more connections - your last chance of the virtual event!
4. Take a deeper dive with key members of our speaker roster, get your questions answered, and share your own thoughts

3:05 PM EDT Rockstar Insights: John Riordan, Director of Support, Ireland, Shopify
Nicola Millard, Principal Innovation Partner, BT Enterprise CTIO, BT
Trudy Bourgeois, Founder & Chief Executive Officer, The Center for Workforce Excellence

24sep3:45 PMVirtual Exhibit Hall and Briefing SessionsYour final opportunity to travel the hall and find out more about the products and services that will help you solve your specific challenges.

Concurrent with:
Briefing Sessions - Pre-arranged meetings with the solution providers of your choice

3:45 PM EDT

24sep4:05 PMCAPSTONE4:05 PM EDT

24sep4:25 PMDRUMROLL- Daily Grand Prize Giveaway!Hosted by: RingCentral

4:25 PM EDT

24sep4:30 PMCustomer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes4:30 PM EDT

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