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

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


02feb11:00 AMFeaturedTuesday, February 2, 2021 | Insights, Expertise, Collaboration and Solutions11:00 AM EST

02feb11:00 AMParticipant Meet ‘n’ Greet11:00 AM EST

02feb11:30 AMKick Off Networking Activity11:30 AM EST

02feb12:45 PMVirtual Platform Orientation and Demonstration – Fast Paced and Fun!12:45 PM EST

02feb1:00 PMWelcome: Ready...Set…Go!1:00 PM EST Chairpersons: John Ruggles, Senior Vice President, Frost & Sullivan
Shawanda (Shay) Roberts, Vice President, Frost & Sullivan

02feb1:05 PMHEADLINER – Keeping Pace with Digital Acceleration on Steroids1:05 PM EST

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 Hiring, Onboarding, and Training1:25 PM EST

02feb1:25 PMZone 2. Designing the (Conversational) AI Experience with the Human Perspective
Fab Facilitator: SmartAction

1:25 PM EST

02feb1:25 PMZone 3. From Disparate Data to Unified, Accurate and Actionable Insight
Fab Facilitator: HGS

1:25 PM EST

02feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations2:14 PM EST

02feb2:25 PMSUCCESS STORY – Making Work at Home, Work: Near and Long Term Strategy2:25 PM EST Rockstar Insights: Chris Vetrano, Head of Partner & Customer Engagement, Bikes, Scooters & Transit, Lyft

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

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 Job Descriptions in New Times2:45 PM EST

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. Top 5 Capabilities to Bring Agent Assist to Life in 2021
Fab Facilitator: Jacada

3:25 PM EST

02feb3:25 PMZone 2. Enabling a First-Class Self-Serve Experience
Fab Facilitator: IntelePeer

3:25 PM EST

02feb3:25 PMZone 3. Personalizing the Digital Experience
Fab Facilitator: PTP

3:25 PM EST

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

02feb4:30 PMScavenger Hunt and Virtual Happy Hour4:30 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 Solutions12:00 PM EST

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

03feb1:00 PMKickoff and HEADLINER - Why the Customer Experience Matters1:00 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. Ensuring Brand Consistency Amidst a Diverse Workforce
Fab Facilitator: Grammarly

1:25 PM EST

03feb1:25 PMZone 2. Facilitating Channels of Choice1:25 PM EST

03feb1:25 PMZone 3. Empathy and Trust: Critical Success Factors in Customer Retention1:25 PM EST

03feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations2:14 PM EST

03feb2:25 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

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.2:45 PM EST

03feb2:50 AMINTERACTIVE – 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 AM 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 INSIGHTS - Balancing Efficiency with the Cost of Customer Experience3:10 PM EST

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. Connect and NetworkA virtual "watercooler", this is your opportunity to connect with even more of your fellow participants.3:30 PM EST

03feb3:30 PMChoice 3. Leisure TimeTake a breather and a break to refresh and power up for what’s ahead.3:30 PM EST

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

03feb4:30 PM"Virtual Olympics: Game Show Extravaganza"This 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 Solutions12:00 PM EST

04feb12:00 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.12:00 PM EST

04feb1:00 PMKickoff and HEADLINER - With Disruption Comes Opportunity1:00 PM EST

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. Cultivating Agent Engagement, Virtual and On-Premises1:25 PM EST

04feb1:25 PMZone 2. Leveraging Mobile Apps and Social Communities1:25 PM EST

04feb1:25 PMZone 3. Developing Customer Personas1:25 PM EST

04feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations2:14 PM EST

04feb2:25 PMEXECUTIVE BRAINSTORM - Business as Usual? NOT! Shifting Investments in Technology and People2:25 PM EST

04feb2:55 PMHIGH INTENSITY ENERGIZER - Challenge Yourself. Yes, You Can!2:55 PM EST Rockstar Insights: Andrew Deutscher, Founder, Regenerate

04feb3:00 PMPARTICIPANT CHOICE Select one of the following concurrent sessions according to your need (or mood!).3:00 PM EST

04feb3:00 PMChoice 1. Visit Industry InsightsA wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.3:00 PM EST

04feb3:00 PMChoice 2. Leisure TimeTake a breather and a break to refresh and power up for what’s ahead.3:00 PM EST

04feb3:15 PMCONCURRENT SESSIONS – Deep DivesMeet up with select event speakers and get your questions addressed, brainstorm key topics, or explore key take aways from the event.3:15 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 Transparency and Trust4:05 PM EST

04feb4:30 PMCustomer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes4:30 PM EST

CHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONESCustomize 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

02feb11:00 AMParticipant Meet ‘n’ Greet11:00 AM EST

02feb11:30 AMKick Off Networking Activity11:30 AM EST

02feb12:45 PMVirtual Platform Orientation and Demonstration – Fast Paced and Fun!12:45 PM EST

02feb1:00 PMWelcome: Ready...Set…Go!1:00 PM EST Chairpersons: John Ruggles, Senior Vice President, Frost & Sullivan
Shawanda (Shay) Roberts, Vice President, Frost & Sullivan

02feb1:05 PMHEADLINER – Keeping Pace with Digital Acceleration on Steroids1:05 PM EST

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 Hiring, Onboarding, and Training1:25 PM EST

02feb1:25 PMZone 2. Designing the (Conversational) AI Experience with the Human Perspective
Fab Facilitator: SmartAction

1:25 PM EST

02feb1:25 PMZone 3. From Disparate Data to Unified, Accurate and Actionable Insight
Fab Facilitator: HGS

1:25 PM EST

02feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations2:14 PM EST

02feb2:25 PMSUCCESS STORY – Making Work at Home, Work: Near and Long Term Strategy2:25 PM EST Rockstar Insights: Chris Vetrano, Head of Partner & Customer Engagement, Bikes, Scooters & Transit, Lyft

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

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 Job Descriptions in New Times2:45 PM EST

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. Top 5 Capabilities to Bring Agent Assist to Life in 2021
Fab Facilitator: Jacada

3:25 PM EST

02feb3:25 PMZone 2. Enabling a First-Class Self-Serve Experience
Fab Facilitator: IntelePeer

3:25 PM EST

02feb3:25 PMZone 3. Personalizing the Digital Experience
Fab Facilitator: PTP

3:25 PM EST

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

02feb4:30 PMScavenger Hunt and Virtual Happy Hour4:30 PM EST

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

CHOOSE BETWEEN THREE DIFFERENT COLLABORATION ZONESCustomize 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 PMKickoff and HEADLINER - Why the Customer Experience Matters1:00 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. Ensuring Brand Consistency Amidst a Diverse Workforce
Fab Facilitator: Grammarly

1:25 PM EST

03feb1:25 PMZone 2. Facilitating Channels of Choice1:25 PM EST

03feb1:25 PMZone 3. Empathy and Trust: Critical Success Factors in Customer Retention1:25 PM EST

03feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations2:14 PM EST

03feb2:25 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

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.2:45 PM EST

03feb2:50 AMINTERACTIVE – 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 AM 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 INSIGHTS - Balancing Efficiency with the Cost of Customer Experience3:10 PM EST

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. Connect and NetworkA virtual "watercooler", this is your opportunity to connect with even more of your fellow participants.3:30 PM EST

03feb3:30 PMChoice 3. Leisure TimeTake a breather and a break to refresh and power up for what’s ahead.3:30 PM EST

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

03feb4:30 PM"Virtual Olympics: Game Show Extravaganza"This 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 ZONESCustomize 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 - With Disruption Comes Opportunity1:00 PM EST

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. Cultivating Agent Engagement, Virtual and On-Premises1:25 PM EST

04feb1:25 PMZone 2. Leveraging Mobile Apps and Social Communities1:25 PM EST

04feb1:25 PMZone 3. Developing Customer Personas1:25 PM EST

04feb2:14 PMCHECK IT OUT – Concurrent Featured Demonstrations2:14 PM EST

04feb2:25 PMEXECUTIVE BRAINSTORM - Business as Usual? NOT! Shifting Investments in Technology and People2:25 PM EST

04feb2:55 PMHIGH INTENSITY ENERGIZER - Challenge Yourself. Yes, You Can!2:55 PM EST Rockstar Insights: Andrew Deutscher, Founder, Regenerate

04feb3:00 PMPARTICIPANT CHOICE Select one of the following concurrent sessions according to your need (or mood!).3:00 PM EST

04feb3:00 PMChoice 1. Visit Industry InsightsA wealth of assets at your fingertips, all vital for effective strategy and operation in your organization.3:00 PM EST

04feb3:00 PMChoice 2. Leisure TimeTake a breather and a break to refresh and power up for what’s ahead.3:00 PM EST

04feb3:15 PMCONCURRENT SESSIONS – Deep DivesMeet up with select event speakers and get your questions addressed, brainstorm key topics, or explore key take aways from the event.3:15 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 Transparency and Trust4:05 PM EST

04feb4:30 PMCustomer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes4:30 PM EST

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