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


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

21sep2:30 PMSponsor Workshop2:30 PM EDT

21sep4:00 PMEscape Room ChallengeHosted by: VERINT

4:00 PM EDT

21sep5:15 PMCustomer Engagement Leadership Council Meeting and Mixer5:15 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

22sep12:45 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.

12:45 PM EDT

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

22sep1:05 PMHEADLINER - Disruption, Dolly, Dilbert and Droids: The ‘D’s Reshaping the Future of Work & the Contact Center1:05 PM EDT Headliner: Dr. Nicola Millard, Principal Innovation Partner, BT Enterprise CTIO, BT

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
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 Fab Facilitator: Neil Crane, Vice President, Product and Technology, Cicero Inc.

22sep1:25 PMZone 2. Transforming Service: Building Powerful Knowledge Bases and Communities1:25 PM EDT Fab Facilitator: Tom Brennan, Principal Strategist, Customer Service Digital Transformation, ServiceNow

22sep1:25 PMZone 3. Harnessing the Voice of the Customer to Drive Growth1:25 PM EDT Fab Facilitator: Rommel Regino, Head of Global Operations, Inspiro Rockstar Insights: Randy Bassett, General Manager, Customer Experience Operations Planning and Shared Services, DISH
Dianne Strong-Summerhays, Director, Sales & Customer Care Operations, Harry & David
Julie Kaufman, Director, Customer Experience, 1800Flowers.com

22sep2:14 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Cicero, ServiceNow, Inspiro

Explore How:
• Knowledge management is the foundation for customer self-service
• CX Analytics drive sales and improve customer experience
2:14 PM EDT

22sep2:25 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

22sep2:40 PMDance BreakBring your dancing shoes and get ready to boogie down!

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
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. Stop the Buzz and Sort Through the Hype: Intelligent Automation for the Contact Center Demystified3:05 PM EDT Fab Facilitator: Scott Merritt, Vice President, Global Head of Automation & Marketing, Jacada

22sep3:05 PMZone 2. Feeling Overwhelmed by Constant Change? Move from Disruption to Transformation3:05 PM EDT Fab Facilitator: Doug Miracle, Director, Customer Success, Aceyus

22sep3:05 PMZone 3. Intentional Design and Management for a Frictionless Customer Journey
3:05 PM EDT Fab Facilitator: Jeff Harling, Area Vice President of Global Self Service, RingCentral
Max Ball, Director of Product Marketing, RingCentral

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, Gladly, Lifesize

Topics include:

• Redesigning a Quality Program to Incorporate Automation: Tips for a Successful Transformation
• Service From Anywhere in Today's Changing World
• Key Findings of the Aspect Consumer Experience Index
• Exceeding Customer Expectations in 2020 and Beyond
• Becoming the Jetsons: How video and collaboration are changing the contact center
3:45 PM EDT

22sep4:10 PMCAPSTONE - Not All Superheroes Wear Uniforms, They Wear Headsets Too4:10 PM EDT Rockstar Insights: Nastaciea (Stash) Robert, Director of Contact Center & Access Services, Spectrum Health Hospitals

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

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
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. Accelerate Agent Productivity on Every Call, from Home or the Contact Center1:25 PM EDT Fab Facilitator: Kourtney Martin, Product Marketing Manager, Salesforce Rockstar Insights: Simon Walsh, Chief Operating Officer, Retail Annuities, New York Life

23sep1:25 PMZone 2. Conversational AI: Using Intelligent Automation to Extend Customer Service Experiences1:25 PM EDT Fab Facilitator: Derek Roberti, Vice President, Technology, Cognigy

23sep1:25 PMZone 3. Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer Excellence1:25 PM EDT Fab Facilitator: Sourjo Basu, Director of Digital Support, Samsung Co-Fab Facilitator: Crystal Collier, CX Consultant, PTP

23sep2:14 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Salesforce

Explore How: • It looks like when phone service is seamlessly connected with digital channels and CRM data
2:14 PM EDT

23sep2:25 PMSuccess Story: How Mythical Games and Officium are Driving On-Demand Customer Service2:25 PM EDT Rockstar Insights: Jerry Leisure, Chief Executive Officer, Officium Labs
Jeff Poffenbarger, Chief Operating Officer, Mythical Games

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.

Hosted by: RingCentral
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
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. Cloud Contact Center Migrations: Myth vs Reality3:05 PM EDT Fab Facilitator: Andy Bird, Head of Contact Center Innovation, Lifesize Co-Fab Facilitator: Jen Jackson, Vice President of Customer Success, Lifesize

23sep3:05 PMZone 2. Workforce Management: Innovate, Create, and Communicate3:05 PM EDT Fab Facilitator: Andressa Marlan, Product Strategy Manager, Verint Customer Engagement Solutions

23sep3:05 PMZone 3. Perfecting the Self Service Experience: Reduce Effort & Drive Resolution3:05 PM EDT Fab Facilitator: Lauren Kindzierski, Vice President of CX Marketing, HGS

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

23sep4:10 PMCAPSTONE - Making Authentic Connections Amidst Crisis and Chaos4:10 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 Wow12:15 PM EDT Rockstar Insights: Nate Brown, Chief Experience Officer, Officium Labs

24sep1:00 PMIcebreaker1:00 PM EDT

24sep1:05 PMEXECUTIVE INSIGHT - Creating a Touchless Experience1:05 PM EDT Headliner: Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass

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
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. Measuring the Agent Experience to Propel Contact Center Efficiencies1:25 PM EDT Fab Facilitator: Michael Kropidlowski, Senior Director, Product Marketing, Aspect

24sep1:25 PMZone 2. Personalized Service Experiences: Driving Next Level Customer Service1:25 PM EDT Fab Facilitator: Mike McCarron, Vice President of Customers, Gladly

24sep1:25 PMZone 3. Balancing Efficiency with the Cost of Customer Experience1:25 PM EDT Fab Facilitator: Teddi Burress, Director, Customer Experience Strategy, Nationwide Financial

24sep2:14 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Aspect

Explore How: • To give agents easy access to the contact center through their mobile devices
2:14 PM EDT

24sep2:25 PMSuccess Story - Rethinking Your Business and Offerings During a Time of Crisis2:25 PM EDT Rockstar Insights: Andrea Zahn, Vice President of Member Experience and Global Studios, Peloton Interactive

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
Dr.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 PMSUCCESS STORY - An Exceptionally Human Solution for Customer Satisfaction4:05 PM EDT Rockstar Insights: Stacy Sherman, Customer Experience Strategist & Practitioner

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

22sep12:45 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.

12:45 PM EDT

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

22sep1:05 PMHEADLINER - Disruption, Dolly, Dilbert and Droids: The ‘D’s Reshaping the Future of Work & the Contact Center1:05 PM EDT Headliner: Dr. Nicola Millard, Principal Innovation Partner, BT Enterprise CTIO, BT

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
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 Fab Facilitator: Neil Crane, Vice President, Product and Technology, Cicero Inc.

22sep1:25 PMZone 2. Transforming Service: Building Powerful Knowledge Bases and Communities1:25 PM EDT Fab Facilitator: Tom Brennan, Principal Strategist, Customer Service Digital Transformation, ServiceNow

22sep1:25 PMZone 3. Harnessing the Voice of the Customer to Drive Growth1:25 PM EDT Fab Facilitator: Rommel Regino, Head of Global Operations, Inspiro Rockstar Insights: Randy Bassett, General Manager, Customer Experience Operations Planning and Shared Services, DISH
Dianne Strong-Summerhays, Director, Sales & Customer Care Operations, Harry & David
Julie Kaufman, Director, Customer Experience, 1800Flowers.com

22sep2:14 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Cicero, ServiceNow, Inspiro

Explore How:
• Knowledge management is the foundation for customer self-service
• CX Analytics drive sales and improve customer experience
2:14 PM EDT

22sep2:25 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

22sep2:40 PMDance BreakBring your dancing shoes and get ready to boogie down!

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
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. Stop the Buzz and Sort Through the Hype: Intelligent Automation for the Contact Center Demystified3:05 PM EDT Fab Facilitator: Scott Merritt, Vice President, Global Head of Automation & Marketing, Jacada

22sep3:05 PMZone 2. Feeling Overwhelmed by Constant Change? Move from Disruption to Transformation3:05 PM EDT Fab Facilitator: Doug Miracle, Director, Customer Success, Aceyus

22sep3:05 PMZone 3. Intentional Design and Management for a Frictionless Customer Journey
3:05 PM EDT Fab Facilitator: Jeff Harling, Area Vice President of Global Self Service, RingCentral
Max Ball, Director of Product Marketing, RingCentral

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, Gladly, Lifesize

Topics include:

• Redesigning a Quality Program to Incorporate Automation: Tips for a Successful Transformation
• Service From Anywhere in Today's Changing World
• Key Findings of the Aspect Consumer Experience Index
• Exceeding Customer Expectations in 2020 and Beyond
• Becoming the Jetsons: How video and collaboration are changing the contact center
3:45 PM EDT

22sep4:10 PMCAPSTONE - Not All Superheroes Wear Uniforms, They Wear Headsets Too4:10 PM EDT Rockstar Insights: Nastaciea (Stash) Robert, Director of Contact Center & Access Services, Spectrum Health Hospitals

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

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
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. Accelerate Agent Productivity on Every Call, from Home or the Contact Center1:25 PM EDT Fab Facilitator: Kourtney Martin, Product Marketing Manager, Salesforce Rockstar Insights: Simon Walsh, Chief Operating Officer, Retail Annuities, New York Life

23sep1:25 PMZone 2. Conversational AI: Using Intelligent Automation to Extend Customer Service Experiences1:25 PM EDT Fab Facilitator: Derek Roberti, Vice President, Technology, Cognigy

23sep1:25 PMZone 3. Deploying a Center of Excellence: How to Measure and Impact the Employee and Customer Excellence1:25 PM EDT Fab Facilitator: Sourjo Basu, Director of Digital Support, Samsung Co-Fab Facilitator: Crystal Collier, CX Consultant, PTP

23sep2:14 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Salesforce

Explore How: • It looks like when phone service is seamlessly connected with digital channels and CRM data
2:14 PM EDT

23sep2:25 PMSuccess Story: How Mythical Games and Officium are Driving On-Demand Customer Service2:25 PM EDT Rockstar Insights: Jerry Leisure, Chief Executive Officer, Officium Labs
Jeff Poffenbarger, Chief Operating Officer, Mythical Games

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.

Hosted by: RingCentral
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
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. Cloud Contact Center Migrations: Myth vs Reality3:05 PM EDT Fab Facilitator: Andy Bird, Head of Contact Center Innovation, Lifesize Co-Fab Facilitator: Jen Jackson, Vice President of Customer Success, Lifesize

23sep3:05 PMZone 2. Workforce Management: Innovate, Create, and Communicate3:05 PM EDT Fab Facilitator: Andressa Marlan, Product Strategy Manager, Verint Customer Engagement Solutions

23sep3:05 PMZone 3. Perfecting the Self Service Experience: Reduce Effort & Drive Resolution3:05 PM EDT Fab Facilitator: Lauren Kindzierski, Vice President of CX Marketing, HGS

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

23sep4:10 PMCAPSTONE - Making Authentic Connections Amidst Crisis and Chaos4:10 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 Wow12:15 PM EDT Rockstar Insights: Nate Brown, Chief Experience Officer, Officium Labs

24sep1:00 PMIcebreaker1:00 PM EDT

24sep1:05 PMEXECUTIVE INSIGHT - Creating a Touchless Experience1:05 PM EDT Headliner: Christina Pletnewski, Vice President, Customer Experience, Safelite AutoGlass

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
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. Measuring the Agent Experience to Propel Contact Center Efficiencies1:25 PM EDT Fab Facilitator: Michael Kropidlowski, Senior Director, Product Marketing, Aspect

24sep1:25 PMZone 2. Personalized Service Experiences: Driving Next Level Customer Service1:25 PM EDT Fab Facilitator: Mike McCarron, Vice President of Customers, Gladly

24sep1:25 PMZone 3. Balancing Efficiency with the Cost of Customer Experience1:25 PM EDT Fab Facilitator: Teddi Burress, Director, Customer Experience Strategy, Nationwide Financial

24sep2:14 PMCHECK IT OUT – Concurrent Featured DemonstrationsHosted by: Aspect

Explore How: • To give agents easy access to the contact center through their mobile devices
2:14 PM EDT

24sep2:25 PMSuccess Story - Rethinking Your Business and Offerings During a Time of Crisis2:25 PM EDT Rockstar Insights: Andrea Zahn, Vice President of Member Experience and Global Studios, Peloton Interactive

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
Dr.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 PMSUCCESS STORY - An Exceptionally Human Solution for Customer Satisfaction4:05 PM EDT Rockstar Insights: Stacy Sherman, Customer Experience Strategist & Practitioner

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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