AGENDA

Interactive & Highly Collaborative Content
Plan for the future and benefit from an incredible wealth of experience shared by powerful and progressive speakers, as well as in participant driven discussions featuring creative thinking and idea generation. Featured collaboration zones include:

Zone 1. Elevating the Agent Experience
Zone 2. Evolving Channel Strategy
Zone 3. Reimagining the Customer Experience

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


01feb2:00 PMFeaturedMonday, February 1, 2021 | Sponsor Workshop2:00 PM EST

02feb12:00 PMFeaturedTuesday, February 2, 2021 | Insights, Expertise, Collaboration and Solutions(Oh, and the First of Our Daily Grand Prize Giveaway Drawing!)

12:00 PM EST

02feb12:00 PMParticipant Meet ‘n’ Greet12:00 PM EST

02feb12:45 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 EST

02feb1:00 PMWelcome: Ready...Set…Go!1:00 PM EST Chairpersons: Brooke Filson, Senior Manager, Global Events & Membership Councils, Frost & Sullivan
Shawanda (Shay) Roberts, Vice President, Frost & Sullivan

02feb1:05 PMThe Searchers: Leveraging Disruption to Create Value in a Pandemic world1:05 PM EST Headliner: Kandy White, Senior Vice President, Head of Global Operations, Altisource

02feb1:25 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

02feb1:25 PMZone 1. Mastering Virtual Training & Onboarding1:25 PM EST Fab Facilitator: Micah Peterson, Vice President of Product Management, ProcedureFlow

02feb1:25 PMZone 2. Designing the (Conversational) AI Experience with the Human Perspective1:25 PM EST Fab Facilitator:      Mark Landry, Vice President of Product, SmartAction Rockstar Insights: Joe Russo, Assistant Vice President, Automotive Services, AAA – The Auto Group

02feb1:25 PMZone 3. From Disparate Data to Unified, Accurate and Actionable Insight1:25 PM EST Fab Facilitator: Apurva Vora, Vice President, Solutions and Capabilities, HGS

02feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations
Hosted By: SmartAction, HGS

To Explore:

• How to tap into disparate data sources to create a unified view into the customer experience, join HGS
• How advanced Natural Language Understanding is the secret to a frictionless customer experience every time, join SmartAction

2:14 PM EST

02feb2:25 PMCASE HISTORY – Rebooting Your CX Initiatives: Advancing from Insights to Organizational Strategy2:25 PM EST Rockstar Insights: Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealth Group

02feb2:40 PMDance BreakBring your dancing shoes & get ready to boogie down!

Hosted By: HGS

2:40 PM EST

02feb2:45 PMINTERACTIVE – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.
Concurrent with:
2:45 PM EST

02feb2:45 PMEXECUTIVE BRAINSTORM – Redefining Agent Descriptions for Modern Times2:45 PM EST Moderator:            Nate Brown, Chief Experience Officer, Officium Labs Panelists Include: Rachelle Dever, Vice President, Member Services, Cricut
Christopher Keenan, Head of Worldwide Medical Customer Engagement, Bristol-Myers Squibb
Paul Santilli, WW OEM Industry Intelligence & Strategy, Hewlett Packard Enterprise

02feb3:25 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
3:25 PM EST

02feb3:25 PMZone 1. Empathy in Action! Using Technology to Deliver Empathy, at Scale3:25 PM EST Fab Facilitator: Charles Godfrey, Senior Director, Business Consulting, Genesys Rockstar Insights: Karl-Anders Falk, Product Management, Helix Customer Experience, BMC Software

02feb3:25 PMZone 2. Making Strides Towards Self-Service Success3:25 PM EST Fab Facilitator: Brad Taylor, Vice President of AI Technologies, IntelePeer

02feb3:25 PMZone 3. Personalizing the Customer Experience by Leveraging Data Insights3:25 PM EST Fab Facilitator: Zach Eslami, Practice Leader, Artificial Intelligence, IBM Watson

02feb4:10 PMCAPSTONE - We're All in This Together4:10 PM EST Rockstar Insights: Mike Robbins, Motivational Author and Coach, Mike Robbins LLC

02feb4:25 PMContent Concludes but wait... Daily Grand Prize Giveaway!
Hosted By: IntelePeer

4:25 PM EST

02feb4:30 PMScavenger Hunt and Virtual Happy HourThis virtual scavenger hunt is a collaborative effort of craziness filled with exciting & active ways for your team to complete hilarious at-home challenges. Keep your slippers on, you'll be in and out of your seat during this fast paced hunt against the clock.

4:30 PM EST

02feb5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EST

03feb12:00 PMFeaturedWednesday, February 3, 2021 | Insights, Expertise, Collaboration and Solutions(Oh, and Another Daily Grand Prize Giveaway Drawing!)

12:00 PM EST

03feb12:00 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.12:00 PM EST

03feb1:00 PMHEADLINER -Winning Hearts, Winning Minds: Harnessing the Power of the Full Organization to Reimagine the Customer Experience for Today and Tomorrow1:00 PM EST Rockstar Insights: Aarthi Murali, Chief Customer Experience Officer, M&T Bank

03feb1:25 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

03feb1:25 PMZone 1. 5 Ways to Turn Knowledge Management into Knowledge Automation1:25 PM EST Fab Facilitator: Scott Merritt, Vice President & Head of Global Automation, Jacada

03feb1:25 PMZone 2. The Brave New World of Optimal Channels1:25 PM EST Fab Facilitator: Phil Gray, Chief Innovation Officer, Interactions

03feb1:25 PMZone 3. Miscommunication: The Largest Silent Cost to Your Business1:25 PM EST Fab Facilitator: Dorian Stone, General Manager, Grammarly Business, Grammarly

03feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations
Hosted By: Jacada, Grammarly

To Explore:

• To see the top 5 Agent Assist capabilities come to life in one real-time assistance solution for your agents, join Jacada.
• How you can enhance your agents' customer communications, join Grammarly

2:14 PM EST

03feb2:25 PMAtom: Building the Most Customer Centric Bank on the Planet2:25 PM EST Rockstar Insights: Michael Sherwood, Head of Digital Experience, Atom Bank

03feb2:45 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: IntelePeer

2:45 PM EST

03feb2:50 PMINTERACTIVE – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.
Concurrent with:
2:50 PM EST

03feb2:50 PMEXECUTIVE INSIGHTS - Prioritizing the Safety and Well Being of Your Employees:
“It’s OK to Not Be OK…Really, it’s OK!”
FOLLOWED BY:2:50 PM EST Rockstar Insights: Erin McMillan, Assistant Vice President, Customer Operations, Cox Automotive Media Group

03feb3:10 PMEXECUTIVE BRAINSTORM - Business as Usual? NOT! Shifting Investments in Technology and People3:10 PM EST Rockstar Insights: Meredith Blanchar, Senior Vice President Customer Success and Support, SailPoint Technologies
Everett Kimball, Vice President, Field Operations, SailPoint Technologies

03feb3:30 PMPARTICIPANT CHOICE Select one of the following concurrent sessions according to your need (or mood!):3:30 PM EST

03feb3:30 PMChoice 1. Visit Industry InsightsA wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.3:30 PM EST

03feb3:30 PMChoice 2. It's a Crowdsource!Looking to figure out how to effectively sort through all your data? Looking to benchmark your self service capabilities? Join either one of these crowdsource sessions and bring your insights and experiences.

Making Sense of Data...Without the Fancy Software
Rockstar Insights:
Carlton Dacres, Business Information Manager, A2Dominion Housing Group

Benchmarking Web Self Serve Average Handling Time
Fab Facilitator:
Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan

3:30 PM EST

03feb3:45 PMTopic TablesNetworking roundtables hosted by industry leaders.

Hosted By: SmartAction, Interactions, Lucidworks, Jacada, IBM Watson

Topics Include:

• How to Build a Business Case for Conversational AI
• Personally Identifiable Information (PII) and the Pandemic: Revisiting Redaction in the New Landscape
• How Industry Leaders Disrupt to Deliver Agent Experience and CX
• In today’s contact centers, the future of knowledge should be LESS not MORE
• How to Kill Your Chatbots - and the Path to a Conversational AI Strategy

3:45 PM EST

03feb4:10 PMCAPSTONE - How Pinterest Approaches Customer Segmentation and Tiered Service4:10 PM EST Rockstar Insights: Gerald Hastie, Head of Global Customer Operations, Pinterest

03feb4:25 PMContent Concludes but wait... Daily Grand Prize Giveaway!
Hosted By: IntelePeer

4:25 PM EST

03feb4:30 PMVirtual Olympics: Game Show ExtravaganzaThis team vs. team action packed games will keep you and your team members on the edge of your seats! 4:30 PM EST

03feb5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EST

04feb12:00 PMFeaturedThursday, February 4, 2021 | Insights, Expertise, Collaboration and Solutions(Oh, and the Last of Our Daily Grand Prize Giveaway Drawings!)

12:00 PM EST

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

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

2:14 PM EST

04feb2:25 PMPicasso and a Dollar: A Lesson in OrigamiDelight your friends, families, and colleagues. Have a crisp dollar bill, follow the folding demonstration, and voila!

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
Rockstar Insights: 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

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. Agent Engagement and Effectiveness | Zone 2. Channel Strategy and Implementation | Zone 3. Building Deeper Customer Relationships

No Events on The List at This Time

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. Agent Engagement and Effectiveness | Zone 2. Channel Strategy and Implementation | Zone 3. Building Deeper Customer Relationships

02feb12:00 PMParticipant Meet ‘n’ Greet12:00 PM EST

02feb12:45 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 EST

02feb1:00 PMWelcome: Ready...Set…Go!1:00 PM EST Chairpersons: Brooke Filson, Senior Manager, Global Events & Membership Councils, Frost & Sullivan
Shawanda (Shay) Roberts, Vice President, Frost & Sullivan

02feb1:05 PMThe Searchers: Leveraging Disruption to Create Value in a Pandemic world1:05 PM EST Headliner: Kandy White, Senior Vice President, Head of Global Operations, Altisource

02feb1:25 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

02feb1:25 PMZone 1. Mastering Virtual Training & Onboarding1:25 PM EST Fab Facilitator: Micah Peterson, Vice President of Product Management, ProcedureFlow

02feb1:25 PMZone 2. Designing the (Conversational) AI Experience with the Human Perspective1:25 PM EST Fab Facilitator:      Mark Landry, Vice President of Product, SmartAction Rockstar Insights: Joe Russo, Assistant Vice President, Automotive Services, AAA – The Auto Group

02feb1:25 PMZone 3. From Disparate Data to Unified, Accurate and Actionable Insight1:25 PM EST Fab Facilitator: Apurva Vora, Vice President, Solutions and Capabilities, HGS

02feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations
Hosted By: SmartAction, HGS

To Explore:

• How to tap into disparate data sources to create a unified view into the customer experience, join HGS
• How advanced Natural Language Understanding is the secret to a frictionless customer experience every time, join SmartAction

2:14 PM EST

02feb2:25 PMCASE HISTORY – Rebooting Your CX Initiatives: Advancing from Insights to Organizational Strategy2:25 PM EST Rockstar Insights: Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealth Group

02feb2:40 PMDance BreakBring your dancing shoes & get ready to boogie down!

Hosted By: HGS

2:40 PM EST

02feb2:45 PMINTERACTIVE – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.
Concurrent with:
2:45 PM EST

02feb2:45 PMEXECUTIVE BRAINSTORM – Redefining Agent Descriptions for Modern Times2:45 PM EST Moderator:            Nate Brown, Chief Experience Officer, Officium Labs Panelists Include: Rachelle Dever, Vice President, Member Services, Cricut
Christopher Keenan, Head of Worldwide Medical Customer Engagement, Bristol-Myers Squibb
Paul Santilli, WW OEM Industry Intelligence & Strategy, Hewlett Packard Enterprise

02feb3:25 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
3:25 PM EST

02feb3:25 PMZone 1. Empathy in Action! Using Technology to Deliver Empathy, at Scale3:25 PM EST Fab Facilitator: Charles Godfrey, Senior Director, Business Consulting, Genesys Rockstar Insights: Karl-Anders Falk, Product Management, Helix Customer Experience, BMC Software

02feb3:25 PMZone 2. Making Strides Towards Self-Service Success3:25 PM EST Fab Facilitator: Brad Taylor, Vice President of AI Technologies, IntelePeer

02feb3:25 PMZone 3. Personalizing the Customer Experience by Leveraging Data Insights3:25 PM EST Fab Facilitator: Zach Eslami, Practice Leader, Artificial Intelligence, IBM Watson

02feb4:10 PMCAPSTONE - We're All in This Together4:10 PM EST Rockstar Insights: Mike Robbins, Motivational Author and Coach, Mike Robbins LLC

02feb4:25 PMContent Concludes but wait... Daily Grand Prize Giveaway!
Hosted By: IntelePeer

4:25 PM EST

02feb4:30 PMScavenger Hunt and Virtual Happy HourThis virtual scavenger hunt is a collaborative effort of craziness filled with exciting & active ways for your team to complete hilarious at-home challenges. Keep your slippers on, you'll be in and out of your seat during this fast paced hunt against the clock.

4:30 PM EST

02feb5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EST

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. Agent Engagement and Effectiveness | Zone 2. Channel Strategy and Implementation | Zone 3. Building Deeper Customer Relationships

03feb12:00 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.12:00 PM EST

03feb1:00 PMHEADLINER -Winning Hearts, Winning Minds: Harnessing the Power of the Full Organization to Reimagine the Customer Experience for Today and Tomorrow1:00 PM EST Rockstar Insights: Aarthi Murali, Chief Customer Experience Officer, M&T Bank

03feb1:25 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

03feb1:25 PMZone 1. 5 Ways to Turn Knowledge Management into Knowledge Automation1:25 PM EST Fab Facilitator: Scott Merritt, Vice President & Head of Global Automation, Jacada

03feb1:25 PMZone 2. The Brave New World of Optimal Channels1:25 PM EST Fab Facilitator: Phil Gray, Chief Innovation Officer, Interactions

03feb1:25 PMZone 3. Miscommunication: The Largest Silent Cost to Your Business1:25 PM EST Fab Facilitator: Dorian Stone, General Manager, Grammarly Business, Grammarly

03feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations
Hosted By: Jacada, Grammarly

To Explore:

• To see the top 5 Agent Assist capabilities come to life in one real-time assistance solution for your agents, join Jacada.
• How you can enhance your agents' customer communications, join Grammarly

2:14 PM EST

03feb2:25 PMAtom: Building the Most Customer Centric Bank on the Planet2:25 PM EST Rockstar Insights: Michael Sherwood, Head of Digital Experience, Atom Bank

03feb2:45 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: IntelePeer

2:45 PM EST

03feb2:50 PMINTERACTIVE – Solutions WheelPlay the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.
Concurrent with:
2:50 PM EST

03feb2:50 PMEXECUTIVE INSIGHTS - Prioritizing the Safety and Well Being of Your Employees:
“It’s OK to Not Be OK…Really, it’s OK!”
FOLLOWED BY:2:50 PM EST Rockstar Insights: Erin McMillan, Assistant Vice President, Customer Operations, Cox Automotive Media Group

03feb3:10 PMEXECUTIVE BRAINSTORM - Business as Usual? NOT! Shifting Investments in Technology and People3:10 PM EST Rockstar Insights: Meredith Blanchar, Senior Vice President Customer Success and Support, SailPoint Technologies
Everett Kimball, Vice President, Field Operations, SailPoint Technologies

03feb3:30 PMPARTICIPANT CHOICE Select one of the following concurrent sessions according to your need (or mood!):3:30 PM EST

03feb3:30 PMChoice 1. Visit Industry InsightsA wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.3:30 PM EST

03feb3:30 PMChoice 2. It's a Crowdsource!Looking to figure out how to effectively sort through all your data? Looking to benchmark your self service capabilities? Join either one of these crowdsource sessions and bring your insights and experiences.

Making Sense of Data...Without the Fancy Software
Rockstar Insights:
Carlton Dacres, Business Information Manager, A2Dominion Housing Group

Benchmarking Web Self Serve Average Handling Time
Fab Facilitator:
Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan

3:30 PM EST

03feb3:45 PMTopic TablesNetworking roundtables hosted by industry leaders.

Hosted By: SmartAction, Interactions, Lucidworks, Jacada, IBM Watson

Topics Include:

• How to Build a Business Case for Conversational AI
• Personally Identifiable Information (PII) and the Pandemic: Revisiting Redaction in the New Landscape
• How Industry Leaders Disrupt to Deliver Agent Experience and CX
• In today’s contact centers, the future of knowledge should be LESS not MORE
• How to Kill Your Chatbots - and the Path to a Conversational AI Strategy

3:45 PM EST

03feb4:10 PMCAPSTONE - How Pinterest Approaches Customer Segmentation and Tiered Service4:10 PM EST Rockstar Insights: Gerald Hastie, Head of Global Customer Operations, Pinterest

03feb4:25 PMContent Concludes but wait... Daily Grand Prize Giveaway!
Hosted By: IntelePeer

4:25 PM EST

03feb4:30 PMVirtual Olympics: Game Show ExtravaganzaThis team vs. team action packed games will keep you and your team members on the edge of your seats! 4:30 PM EST

03feb5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EST

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. Agent Engagement and Effectiveness | Zone 2. Channel Strategy and Implementation | Zone 3. Building Deeper Customer Relationships

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

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

2:14 PM EST

04feb2:25 PMPicasso and a Dollar: A Lesson in OrigamiDelight your friends, families, and colleagues. Have a crisp dollar bill, follow the folding demonstration, and voila!

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
Rockstar Insights: 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