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
- ALL
- MONDAY, FEBRUARY 1, 2021
- TUESDAY, FEBRUARY 2, 2021
- WEDNESDAY, FEBRUARY 3, 2021
- THURSDAY, FEBRUARY 4, 2021
FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.
All
1. Strategic Boardroom
2. Analytics in Action
3. Agents, Automation, and AI
4. Efficiency and Effectiveness in the Contact Center
5. The Integrated Customer Journey
6. Enhancing the Customer Experience
General Session
02feb12:00 PMParticipant Meet ‘n’ Greet12:00 PM EST
Event Details
This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief
Event Details
This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief 1:1 conversations. You’ll never know who you will meet! Not only is it a great way to find participants who have thought leadership you can benefit from — it’s also a great way to build your network and make new friends!
Time
(Tuesday) 12:00 PM EST
Event Details
Savvy employers must be equipped to identify skills and translate them into new opportunities amidst labor market and industry disruptions. To outlast the disruption, contact center leaders will need to
Event Details
Savvy employers must be equipped to identify skills and translate them into new opportunities amidst labor market and industry disruptions. To outlast the disruption, contact center leaders will need to find new ways to create value based on what they know about their industry and its stakeholders. Core competencies will translate across sectors allowing individuals to thrive in new ways that create value for clients and leverage prior experience to protect – and possibly even create – jobs.
Call to Action:
- Be a listening post for the needs of your industry, your company, or your clients
- Knowing provides the compass to find vision. When you know your team’s worth, you make different moves.
- Keep and build your best: Identify the strengths and skill profiles in your organization
Headliner

Kandy White, Senior Vice President, Head of Global Operations, Altisource
Why You Should Listen to Kandy:
Layering experiences across a 20 year career in technology and operations, Kandy has been in love with the psychology of work and organizations for most of her adult life. When human beings come to work every day, they need a sense of purpose. Kandy’s passion is helping her clients — Enterprise B2B, B2SMB, and B2C — discover their purpose and deliver an experience that makes a customer’s heart beat faster. Her multi-disciplined, multi-industry perspective has earned her opportunities to work with and within several prominent global industry leaders and has earned her the privilege of sharing her approach to operations and customer excellence in a variety of forums around the world.
Time
(Tuesday) 1:05 PM EST
Time
(Tuesday) 1:25 PM EST
Fab Facilitator

Micah Peterson, Vice President of Product Management, ProcedureFlow
Why You Should Listen to Micah:
Micah is a knowledge management expert and enthusiast, and has been helping companies transform their knowledge management for more than 15 years. When he’s not sharing his love for knowledge management you can find him playing with his seven kids, solving a Rubik’s Cube, or helping out at his local church.
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Join Hollywood screenwriter and conversational AI guru, Mark Landry, to learn about his CX Design team’s method for infusing an AI-driven interactions over voice with a seamless CX. In collaboration
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Join Hollywood screenwriter and conversational AI guru, Mark Landry, to learn about his CX Design team’s method for infusing an AI-driven interactions over voice with a seamless CX. In collaboration AAA executive, Joe Russo, AAA’s emergency roadside assistance application will get a “design makeover” from Landry on how to take a dull and robotic experience to a user-friendly and empathetic experience that delights customers and drives higher containment.
Call to Action:
- Execute on the most important principles for human-centric design
- Benchmark with real-world examples showcased by AAA and others
- Leverage schematics of successful interactions
- Identify how data + business logic keeps virtual agents in their “swim lane”
Time
(Tuesday) 1:25 PM EST
Rockstar Insights

Joe Russo, Assistant Vice President, Automotive Services, AAA – The Auto Group
Why You Should Listen to Joe:
Joe brings over 20 years of contact center experience to the Auto Club Group’s automotive services emergency roadside service contact center operation. He began his contact center career in a technical support center growing through various roles in the operation from front line consultant through senior leadership in technical and non-technical environments, both in BPO (business process outsourcing) as well as in direct capacity, driving customer positive experience through process improvement and technology engagement.
Fab Facilitator

Mark Landry, Vice President of Product, SmartAction
Why You Should Listen to Mark:
Mark brings over 15 years of screenwriting, conversation design, and software program management experience to SmartActions product leadership. Having designed thousands of conversations, experienced by tens of millions of people across the globe, his focus on empathetic design makes SmartActions customer experiences the industry leader in conversational ergonomics.
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Are you listening to the voice of your customer (VoC) and connecting that to the right metrics and processes to achieve your business objectives? This interactive session will discuss moving
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Are you listening to the voice of your customer (VoC) and connecting that to the right metrics and processes to achieve your business objectives? This interactive session will discuss moving from reactive data and tactical operations management to proactive data and strategic management by using analytics as a tool to facilitate VoC decision making.
Call to Action:
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- Benchmark your approach to determine if you are proactive or reactive in use of business insights
- Correlate your data to understand your VoC, customer and process
- Identify opportunities to create action from your insights
Time
(Tuesday) 1:25 PM EST
Fab Facilitator

Apurva Vora, Vice President, Solutions and Capabilities, HGS
Why You Should Listen to Apurva:
Apurva Vora has more than 17+ years of experience in managing Analytics, Automation and Digital Solutions across multiple verticals. He has been an early adopter of deploying analytics solutions driving insights to action, resulting into higher customer experience and net promoter score. This realistic approach created an organization wide analytics framework for institutionalizing the voice of the customer, voice of the business and voice of the process.
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The customer service hamster wheel keeps running in every firm. There is a lot of activity but no displacement. This is ‘inertia of service’. Firms can move up the CX
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The customer service hamster wheel keeps running in every firm. There is a lot of activity but no displacement. This is ‘inertia of service’. Firms can move up the CX maturity scale to become world class. Data and insights coupled with human centered design approach can transform CX and influence strategy.
Call to Action:
- Build a CX strategy that will drive competitive advantage for your business
- Create a roadmap for transformation within your business
Time
(Tuesday) 2:25 PM EST
Rockstar Insights

Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealth Group
Why You Should Listen to Vinod:
Vinod is responsible for using product & technology capabilities to enable a simple service experience for the millions of members and providers at United Healthcare. Over the last two years he has been able to drive significant transformation by upgrading technology infrastructure across UHC, and simplifying experience design for customer interactions across the IVR.
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Let's just take a moment to consider how dramatically the role of "agent" has changed. Only ten years ago, this individual would spend most of their day repeating the same
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Let’s just take a moment to consider how dramatically the role of “agent” has changed. Only ten years ago, this individual would spend most of their day repeating the same simple solutions over the phone in a cheery voice. Now agents are handling ultra-complex tickets, over multiple channels, and with higher customer expectations than ever before. It’s time for business leaders to catch up in the way we recruit, describe, compensate, and treat these modern contact center marvels! Join this power-packed panel as we deliberate on how to best evolve the agent experience together.
Call To Action:
- Revamp your strategy based on how the best contact centers recruit, describe, and engage top talent to earn their loyalty
- Capitalize on the vernacular and pitfalls to avoid that can “trap” agents and make them a victim of a past time
Time
(Tuesday) 2:45 PM EST
Moderator

Nate Brown, Chief Experience Officer, Officium Labs
Customer Engagement Leadership Council Member
Why You Should Listen to Nate:
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Currently serving as Chief Experience Officer for Officium labs, he can be found speaking and training on the CX topics he loves.
Panelist

Rachelle Dever, Vice President, Member Services, Cricut
Panelist

Christopher Keenan, Head of Worldwide Medical Customer Engagement, Bristol-Myers Squibb
Customer Engagement Leadership Council Member
Panelist

Paul Santilli, WW OEM Industry Intelligence & Strategy, Hewlett Packard Enterprise
Event Details
Imagine a world where big data, AI, digital channels, and humans work together to deliver empathetic experiences, at scale. In this session, we’ll explore key points in the customer and employee journeys, evaluate current levels of empathy, and discuss how
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Imagine a world where big data, AI, digital channels, and humans work together to deliver empathetic experiences, at scale. In this session, we’ll explore key points in the customer and employee journeys, evaluate current levels of empathy, and discuss how to leverage technology to deliver personalized, empathetic experiences that establish trust and increase customer and employee loyalty.
Call to Action:
- Identify the four pillars to delivering personalized, empathetic experiences
- Map your path to create a system of orchestration – considering the employee perspective and the customer perspective
Time
(Tuesday) 3:25 PM EST
Rockstar Insights

Karl-Anders Falk, Karl-Anders Falk, Product Management, Helix Customer Experience, BMC Software
Why You Should Listen to Karl-Anders Falk:
I have over the last 3 years worked tightly with several of BMC Softwares customers to help transform their Customers experience to allow faster direct access. This by avoid having to wait in phone queues or wait on agents getting back with answers. We at BMC Software offer that via the BMC Helix Chatbot tightly integrated with our enterprise class backend systems based on our Helix Platform for automation security, request fulfillment, support, costcontrol and many more.
The BMC Helix Chatbot is based on IBM Watson Assistant , IBM Watson Discovery and other Watson services. The main driver is to allow deflection of request going to the agents. That means helping customers to exploit the BMC Helix chatbot, by allowing them quickly raise a request and automate the fullfillment on the device/tool they like to use 24×7 without delay.
I will share practical experiences from what some of my customers do and plan to do – hoping to inspire others to take the same route.
As an ice-breaker/warmup: I will tell you about what happened when me and my wife went to Stockholm to watch the King and Queen and their family in a parade on the 6th of June (the National Contitution day of Sweden, like 4th of July in US)
Looking forward to meet and exchange experiences with you all.
Fab Facilitator

Charles Godfrey, Senior Director, Business Consulting, Genesys
Why You Should Listen to Charles:
Charlie has spent over 20 years in the customer experience field, helping businesses translate challenges and strategic imperatives into solutions through people, process, and technology. He is considered a trusted advisor to many Fortune 500 companies, and he has been a valued partner and contributor to countless CX transformations. The advancement in power and accessibility of AI technology has become a massive enhancement to the toolkit he is able to bring to transformation strategy and discussions.
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Self-service options improve CX by providing consumers with fast and convenient answers—no live agent needed. As companies refine their customer self-service strategy, they must factor in how to leverage AI
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Self-service options improve CX by providing consumers with fast and convenient answers—no live agent needed. As companies refine their customer self-service strategy, they must factor in how to leverage AI capabilities such as Natural Language Processing, sentiment analysis, or virtual assistants to automate manual functions and enrich customer interactions.
Call to Action:
- Learn easy-to-implement steps you can take now on your path to enabling self-service
- Create a roadmap on how to integrate AI into your self-service options
Time
(Tuesday) 3:25 PM EST
Fab Facilitator

Brad Taylor, Vice President of AI Technologies, IntelePeer
Why You Should Listen to Brad:
Brad uses data-driven insights to create digital transformation that leads to real world ROI by leveraging the confluence of Big Data, Cloud, and AI/ML. His technology leadership has guided the delivery of award winning SaaS predictive analytics, data monetization, optimization, and NLP products for mobile IoT, and multi-channel CRM. In past years, Brad has presented at conferences like the International Data Engineering and Science Association (IDEAS), MarketWaves, and the Blockchain Standards Alliance.
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Personalization is more than a tool – it’s about connecting channels, systems and data to improve each customer’s experience at enterprise scale. Join this interactive discussion to learn how organizations
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Personalization is more than a tool – it’s about connecting channels, systems and data to improve each customer’s experience at enterprise scale. Join this interactive discussion to learn how organizations are using AI to give each customer the right information, right away and enable every agent to have that personal touch.
Call to Action:
- Discover real-life examples of businesses achieving double-digit increases in productivity while improving employee satisfaction and onboarding time
- Execute on the three steps you can take to improve your customer and agent experience
Time
(Tuesday) 3:25 PM EST
Fab Facilitator

Zach Eslami, Practice Leader, Artificial Intelligence, IBM Watson
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Now more than ever operating with empathy and resilience are essential for people, leaders, and teams to thrive – both internally and externally. This session teaches key aspects of navigating
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Now more than ever operating with empathy and resilience are essential for people, leaders, and teams to thrive – both internally and externally. This session teaches key aspects of navigating through change and challenge, and being able to perform in the face of uncertainty.
Call to Action:
- Enhance authenticity and psychological safety
- Increase inclusion and belonging
- Proven techniques to positively impact morale and productivity
Time
(Tuesday) 4:10 PM EST
Rockstar Insights

Mike Robbins, Motivational Author and Coach, Mike Robbins LLC
Why You Should Listen to Mike:
As an expert in teamwork, leadership, and emotional intelligence, Mike has worked with companies including Google, Wells Fargo, Microsoft, LinkedIn, Coca-Cola, Chevron, eBay, Kaiser, Airbnb, the NBA, Adobe, and many others.
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To deliver material, sustainable, and organic growth, customer experience teams must win the hearts and minds of their executive team. They have to help the C-suite lead in new ways,
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To deliver material, sustainable, and organic growth, customer experience teams must win the hearts and minds of their executive team. They have to help the C-suite lead in new ways, working as advocates, storytellers and organizational engineers to generate pace, confidence and results.
Call to Action:
- Make the connection to mission your CEO wants
- Inspire, educate and engage the teams
- Gain the numbers your CFO needs
Time
(Wednesday) 1:00 PM EST
Rockstar Insights

Aarthi Murali, Chief Customer Experience Officer, M&T Bank
Why you should listen to Aarthi:
Aarthi works across the C-suite to help leaders lead customer experience efforts with purpose and pace. She inspires people to imagine fresh possibilities for their customers. As M&T Bank’s first Chief Customer Experience Officer, she builds teams to make those possibilities a reality so they in turn, can create the best experience for the community banks’ customers. The results will empower employees, delight customers and benefit the communities where M&T lives and works.
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Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer
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Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer requests that come into the contact center and the dynamic nature of the workforce itself since the pandemic started.
Call to Action:
- Automate knowledge with real-time agent assistance, a game changer for #WFA (work from anywhere) call centers
- Say goodbye to outdated call center KPIs as we user in a new era of metrics to drive agent outcomes that matter
Time
(Wednesday) 1:25 PM EST
Fab Facilitator

Scott Merritt, Vice President & Head of Global Automation, Jacada
Why You Should Listen to Scott:
As Global Head of Automation for Jacada, Scott leads the go-to-market strategy for their automation portfolio and works as a trusted advisor for companies actively pursuing customer service automation strategies. Scott is a passionate advocate of “Responsible RPA” having spent the last 15 years embedded in the process optimization and RPA space supporting over 100 intelligent automation assessments and implementations.
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In the last 10 years, brands have added a plethora of channels to their engagement model in the spirit of digital transformation. This resulted in a disjointed multichannel experience that
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In the last 10 years, brands have added a plethora of channels to their engagement model in the spirit of digital transformation. This resulted in a disjointed multichannel experience that frustrated customers. Today, brands need to re-shift their strategy to offer channels that make most sense for their customers.
Call to Action:
- Determine the potential impact that channel optimization could have on the customer journey
- Apply channel optimization to your customer experience and digital transformation strategy
Time
(Wednesday) 1:25 PM EST
Fab Facilitator

Phil Gray, Chief Innovation Officer, Interactions
Why You Should Listen to Phil:
As Executive Vice President of Corporate Development, Phil is responsible for M&A and alliances at Interactions. He has extensive startup experience, specializing in natural language understanding and contact center technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company.
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Effective communication between employees and customers is critical for a high-performing customer support organization. Employee turnover, increasing workplace diversity, and a growing number of platforms and systems have long put
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Effective communication between employees and customers is critical for a high-performing customer support organization. Employee turnover, increasing workplace diversity, and a growing number of platforms and systems have long put pressure on maintaining quality while improving efficiency. The pandemic has only increased these challenges with remote work and increasingly demanding customers. Many leaders feel they are trapped in an unrelenting trade-off between cost, consistency, and quality.
Call to Action:
- Implement strategies to improve efficiency, consistency, and customer experience through effective communication in every customer interaction
- Unlock greater efficiency, consistency, and customer satisfaction by applying best practices for effective communication across every customer interaction
Time
(Wednesday) 1:25 PM EST
Fab Facilitator

Dorian Stone, General Manager, Grammarly Business, Grammarly
Why You Should Listen to Dorian:
Previously, Dorian was VP of Customer Experience Strategy and Marketing at Medallia, where he built out and optimized the research and marketing functions. He was also a co-founder and leader of McKinsey & Company’s Global Customer Experience practice and a Program Director and Volunteer in the Peace Corps. Dorian holds a bachelor’s degree from Pitzer College, a master’s degree in international studies from the University of Pennsylvania, and a master’s in business administration from UPenn’s The Wharton School.
Event Details
Disrupting the centuries old UK banking industry isn’t easy, but there are some vital lessons that those that have tried and succeeded are willing to share. This session will explore
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Disrupting the centuries old UK banking industry isn’t easy, but there are some vital lessons that those that have tried and succeeded are willing to share. This session will explore how Atom, the first app-only bank in the UK, continues to take market share by focusing on understanding what matters most to customers, and delivering it.
Call to Action:
- Understand how to set up a voice of the customer program from scratch
- Prove the ROI to executives in a super easy and simple way
- Take cost out of your business whilst improving NPS and Customer Goodwill
Time
(Wednesday) 2:25 PM EST
Rockstar Insights

Michael Sherwood, Head of Digital Experience, Atom Bank
Why You Should Listen to Michael:
Michael is a multi-award winning expert in all things customer intelligence and has over 20 years’ experience designing, implementing and improving digital propositions. He is currently Head of Digital Experience at Atom, the UK’s first App only bank and has helped grow the business from fledgling start up to multi billion pound company. Michael will share the journey he and the team have been on as they endeavor to build the most customer centric bank on the planet.
“It’s OK to Not Be OK…Really, it’s OK!”
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Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them during turbulent times. When work and life happen in the same
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Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them during turbulent times. When work and life happen in the same place, learn how best-in-class employers are addressing the changing needs of the workforce and how you as a leader can rise to the challenge to ensure each employee feels cared for and is invested in the future success of the company.
Call to Action:
- Benchmark your efforts to engage and care for your employees against one of the United States’ best places to work
- Reimagine strategies to engage and retain employees when their work and home life collide
Time
(Wednesday) 2:50 PM EST
Rockstar Insights

Erin McMillan, Assistant Vice President, Customer Operations, Cox Automotive Media Group
Why you should listen to Erin:
After a couple of decades in the customer care world focused on the automotive industry, Erin is now unlearning most of it with the help of newer leaders, a pandemic and a completely changed marketplace.
Event Details
Only 28% of major corporations are succeeding in their digital transformation. This is a sobering statistic considering that omnichannel support is no longer a luxury, it's a necessity for those
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Only 28% of major corporations are succeeding in their digital transformation. This is a sobering statistic considering that omnichannel support is no longer a luxury, it’s a necessity for those businesses that want to maintain and expand their customer bases. Customers, rightfully so, demand the ability to interact with their vendors through a multitude of digital devices and channels.
Call to Action:
- Execute on the knowledge of why so many digital transformation initiatives fail, or stop short of customer expectations
- Develop a strategy that delivers a truly seamless omnichannel experience.
Time
(Wednesday) 3:10 PM EST
Rockstar Insights

Everett Kimball, Vice President, Field Operations, SailPoint Technologies
Why You Should Listen to Everett:
Everett is a 20 year veteran of the Global Services and Operations industry across various leadership positions. He believes that the support and services experience is a vital factor in why customers continue to buy a product or service, and that technology is an absolutely critical component in how to automate, simplify, and deliver service at scale.

Meredith Blanchar, Senior Vice President Customer Success and Support, SailPoint Technologies
Why You Should Listen to Meredith:
Meredith is an innovative leader with over 20 years in the Customer Success and Support industry. A relentless advocate for the customer, she has an extensive background in leveraging technology to drive customer loyalty, boost brand reputation, and scale critical teams and resources.
Time
(Wednesday) 3:30 PM EST
Rockstar Insights

Carlton Dacres, Business Information Manager, A2Dominion Housing Group
Why You Should Listen to Carlton:
An operational services lead expert for the development, oversight, promotion and analysis of customer insight information, Carlton is passionate about its use for strategic and operational planning, and performance management purposes.
Fab Facilitator

Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan
Event Details
As products become more complex and customers more sophisticated, delivering outstanding customer service becomes more challenging. To meet the expectations will require you as a Customer Service executive to determine
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As products become more complex and customers more sophisticated, delivering outstanding customer service becomes more challenging. To meet the expectations will require you as a Customer Service executive to determine what is the best to meet your customer’s demands while providing excellent customer support. In this session, we will discuss customer segmentation and building a tiering model as methods to address these issues.
Call to Action:
- Understand the types of customers you serve, what issues they have, how they want to communicate and their overall expectations is crucial
- Leverage this case study on how Pinterest redesigned their organizational structure and a technology to meet the needs of their customers
Time
(Wednesday) 4:10 PM EST
Rockstar Insights

Gerald Hastie, Head of Global Customer Operations, Pinterest
Why You Should Listen to Gerald:
Gerald leads a team focused on providing support for Pinterest sales teams, advertisers, and merchants. Both the support and community teams work closely with the Product and Engineering teams to identify issues and implement customer insights into the next version of Pinterest’s platform.
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We're bringing you that same Olympic flair with a classic twist! Join us for this team vs team Game Show Extravaganza where we'll re-enact popular TV game shows such as
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We’re bringing you that same Olympic flair with a classic twist! Join us for this team vs team Game Show Extravaganza where we’ll re-enact popular TV game shows such as The Price is Right, Jeopardy, Wheel of Fortune and Family Feud! Grab a drink & your thinking caps, you’re in for lots of laughter and learning!
Time
(Wednesday) 4:30 PM EST
Event Details
Whether fueled by a pandemic or driven by necessity, digital transformation is a constant. Evolving technology and an increasing focus on the need for security are at the heart of
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Whether fueled by a pandemic or driven by necessity, digital transformation is a constant. Evolving technology and an increasing focus on the need for security are at the heart of every customer’s priority list. How well you anticipate their needs is paramount. There’s synergy in meeting a customer where they are on their journey and preparing your support team to adopt the necessary flexibility for successful outcomes.
Call to Action:
- Align your team for accelerated change starts with trust, communication, and transparency
- Prepare your team with the right mindset and support system
- Leverage your customer knowledge and learn how to drive them toward effective, collaborative results
Time
(Thursday) 1:00 PM EST
Rockstar Insights

Patty Hatter, Senior Vice President, Global Customer Services, Palo Alto Networks
Why You Should Listen to Patty:
Patty has often been referred to as a “Change Agent” and “Inspirational Leader”, she is know for tackling the toughest digital transformation and acceleration initiatives with great finesse. Patty’s motto centers on driving high engagement and mastering leadership in time of constant change with “empowered people”.
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You have everything you need to take your agents to the next level. You just have to provide them with the visibility to it: your data. This interactive discussion will
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You have everything you need to take your agents to the next level. You just have to provide them with the visibility to it: your data. This interactive discussion will explore how to unlock the cultivation of better agent performance and experience.
Call to Action:
- Level your agents up to deliver a superior customer experience
- Execute on the analytics and agents working together
Time
(Thursday) 1:25 PM EST
Fab Facilitator

Doug Miracle, Director of Customer Success, Aceyus
Why You Should Listen to Doug:
Doug has been responsible for Contact Center Operations leading the charge to help his employers better understand The Customer Journey through multi-platform data aggregation and analysis for almost 20 years. For the past five years, he has been a part of Aceyus and now leads their Customer Success Organization, helping their customers achieve the greatest success through utilization of the Aceyus Platform and modules.
Event Details
Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it
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Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it allows. Multichannel messaging is the best of both worlds, and offers a powerful way to manage high volume, but only when used correctly.
Call to Action:
- Insight on how the voice channel has a unique role that other channels should support
- Leverage fluent multichannel experiences – the new consumer expectation
- Proactive outreach can defer traffic during busy times — plan ahead for your next crisis!
Time
(Thursday) 1:25 PM EST
Fab Facilitator

Shai Berger, Founder & Chief Executive Officer, Fonolo
Why You Should Listen to Shai:
Shai Berger is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Shai’s experience in the customer service and contact center industries have positioned him as a thought leader and innovator in the space. He speaks regularly at events like IT Expo, OpenTalk, Call Center Summit, and TADSummit. His writing has appeared in CustomerThink, CIO Magazine, and other industry publications.
Event Details
Hosted By:
Event Details
Hosted By:
Time
(Thursday) 2:25 PM EST
Rockstar Insights

Sky Sands, Comedian, Enigma, Possibilitarian
Why You Should Listen to Sky:
Encompassing magic, madness, mayhem…and fun, Sky has been described as a man without a parachute, frantically searching for a ripcord. Need we say more?
Event Details
Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and
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Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and feeling during their experience journey and what they do as a result of that experience. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results.
Call to Action:
- Execute on your customer’s expectations
- Use balanced scorecards to gain the full story from the customer view and business view
- Optimize the balance between experience improvements and business outcomes
Time
(Thursday) 2:35 PM EST
Rockstar Insights

Yuko Araki Prichard, Vice President, AARP Experience Change Capability & Metrics, AARP
Why you should listen to Yuko:
Yuko leads the Customer Experience metrics team at AARP to define and measure success in a balanced way with both the customer experience and business outcome in mind. Over the past decade she has leveraged consumer research, data analytics and technology to equip business leaders with actionable insights to deliver winning customer experiences.
Time
(Thursday) 2:55 PM EST
Rockstar Insights

Andrew Deutscher, Founder, Regenerate
Why You Should Listen to Andrew:
For over a decade, Andrew has worked with a variety of high-performance disciplines from professional athletes to the US Air Force, translating cutting edge strategies for sustained energy and performance to applicable life strategies for high pressure career professionals. In a world of rising demands and increased obligations, he’s helped thousands of managers, leaders, and executives shift from reactive to proactive to recapture their days and win back their lives.
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Augmented reality (AR), oft-confused with virtual reality (VR), is technology that overlays computer generated images onto the user's view of the real world. This mix of reality and virtuality is
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Augmented reality (AR), oft-confused with virtual reality (VR), is technology that overlays computer generated images onto the user’s view of the real world. This mix of reality and virtuality is where the value proposition lies – blurring the lines between today and possibilities of tomorrow for an immersive consumer experience and customer support.
Call to Action:
- Identify how AR technology can be leveraged to solve your real business needs
- Plan for how AR can have a meaningful impact on the E2E customer journey
Time
(Thursday) 3:50 PM EST
Rockstar Insights

Ahmad Shabazz, Head of Global Community Operations, Snapchat Inc.
Why You Should listen to Ahmad:
Ahmad is a seasoned Customer Service professional, with a focus on technology and innovative solutions utilizing automation, workflows and proactive capabilities that are inclusive and helpful for the his team and customers.
Event Details
It's not easy to nurture - much less strengthen and grow - your client relationships and your authority in the midst of a major crisis. Relationships risk being strained during
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It’s not easy to nurture – much less strengthen and grow – your client relationships and your authority in the midst of a major crisis. Relationships risk being strained during this period, but there are also powerful opportunities to help clients in a time of need and enrich your connections with them. But it’s always an amazing time to build stronger client relationships and switch them to more referrals and revenue to your practice – and even more so now. Economic downturns come and go, but what enables us to build a thriving company or a career over time is having deep, trusting relationships with clients who can hire you and refer you, again and again. That’s a message that’s especially needed at the moment. If you want to be connected, make yourself worth connecting to…it’s a journey, and every step counts.
Call to Action:
- Strengthen, enrich and grow your client relationships in the midst of a major crisis
- Adapt the right mindset (especially to accelerate trust)
- Practice the golden rule of relationships and get immediate ROR
Time
(Thursday) 4:05 PM EST
Rockstar Insights

Itzik Amiel, Founder & Chief Executive Officer, Power Networking Academy, Bestselling Author ‘The Attention Switch’
Why You Should Listen to Itzik:
Called many times one of the most “connected” individuals globally, Itzik is the global leading authority on business networking and relationship capital. He has transformed the lives and careers of clients and professionals worldwide, bringing more than 25+ years of research and experience to the art and science of business relationship development.
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
FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.
All
1. Strategic Boardroom
2. Analytics in Action
3. Agents, Automation, and AI
4. Efficiency and Effectiveness in the Contact Center
5. The Integrated Customer Journey
6. Enhancing the Customer Experience
General Session
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
FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.
All
1. Strategic Boardroom
2. Analytics in Action
3. Agents, Automation, and AI
4. Efficiency and Effectiveness in the Contact Center
5. The Integrated Customer Journey
6. Enhancing the Customer Experience
General Session
02feb12:00 PMParticipant Meet ‘n’ Greet12:00 PM EST
Event Details
This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief
Event Details
This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief 1:1 conversations. You’ll never know who you will meet! Not only is it a great way to find participants who have thought leadership you can benefit from — it’s also a great way to build your network and make new friends!
Time
(Tuesday) 12:00 PM EST
Event Details
Savvy employers must be equipped to identify skills and translate them into new opportunities amidst labor market and industry disruptions. To outlast the disruption, contact center leaders will need to
Event Details
Savvy employers must be equipped to identify skills and translate them into new opportunities amidst labor market and industry disruptions. To outlast the disruption, contact center leaders will need to find new ways to create value based on what they know about their industry and its stakeholders. Core competencies will translate across sectors allowing individuals to thrive in new ways that create value for clients and leverage prior experience to protect – and possibly even create – jobs.
Call to Action:
- Be a listening post for the needs of your industry, your company, or your clients
- Knowing provides the compass to find vision. When you know your team’s worth, you make different moves.
- Keep and build your best: Identify the strengths and skill profiles in your organization
Headliner

Kandy White, Senior Vice President, Head of Global Operations, Altisource
Why You Should Listen to Kandy:
Layering experiences across a 20 year career in technology and operations, Kandy has been in love with the psychology of work and organizations for most of her adult life. When human beings come to work every day, they need a sense of purpose. Kandy’s passion is helping her clients — Enterprise B2B, B2SMB, and B2C — discover their purpose and deliver an experience that makes a customer’s heart beat faster. Her multi-disciplined, multi-industry perspective has earned her opportunities to work with and within several prominent global industry leaders and has earned her the privilege of sharing her approach to operations and customer excellence in a variety of forums around the world.
Time
(Tuesday) 1:05 PM EST
Time
(Tuesday) 1:25 PM EST
Fab Facilitator

Micah Peterson, Vice President of Product Management, ProcedureFlow
Why You Should Listen to Micah:
Micah is a knowledge management expert and enthusiast, and has been helping companies transform their knowledge management for more than 15 years. When he’s not sharing his love for knowledge management you can find him playing with his seven kids, solving a Rubik’s Cube, or helping out at his local church.
Event Details
Join Hollywood screenwriter and conversational AI guru, Mark Landry, to learn about his CX Design team’s method for infusing an AI-driven interactions over voice with a seamless CX. In collaboration
Event Details
Join Hollywood screenwriter and conversational AI guru, Mark Landry, to learn about his CX Design team’s method for infusing an AI-driven interactions over voice with a seamless CX. In collaboration AAA executive, Joe Russo, AAA’s emergency roadside assistance application will get a “design makeover” from Landry on how to take a dull and robotic experience to a user-friendly and empathetic experience that delights customers and drives higher containment.
Call to Action:
- Execute on the most important principles for human-centric design
- Benchmark with real-world examples showcased by AAA and others
- Leverage schematics of successful interactions
- Identify how data + business logic keeps virtual agents in their “swim lane”
Time
(Tuesday) 1:25 PM EST
Rockstar Insights

Joe Russo, Assistant Vice President, Automotive Services, AAA – The Auto Group
Why You Should Listen to Joe:
Joe brings over 20 years of contact center experience to the Auto Club Group’s automotive services emergency roadside service contact center operation. He began his contact center career in a technical support center growing through various roles in the operation from front line consultant through senior leadership in technical and non-technical environments, both in BPO (business process outsourcing) as well as in direct capacity, driving customer positive experience through process improvement and technology engagement.
Fab Facilitator

Mark Landry, Vice President of Product, SmartAction
Why You Should Listen to Mark:
Mark brings over 15 years of screenwriting, conversation design, and software program management experience to SmartActions product leadership. Having designed thousands of conversations, experienced by tens of millions of people across the globe, his focus on empathetic design makes SmartActions customer experiences the industry leader in conversational ergonomics.
Event Details
Are you listening to the voice of your customer (VoC) and connecting that to the right metrics and processes to achieve your business objectives? This interactive session will discuss moving
Event Details
Are you listening to the voice of your customer (VoC) and connecting that to the right metrics and processes to achieve your business objectives? This interactive session will discuss moving from reactive data and tactical operations management to proactive data and strategic management by using analytics as a tool to facilitate VoC decision making.
Call to Action:
-
- Benchmark your approach to determine if you are proactive or reactive in use of business insights
- Correlate your data to understand your VoC, customer and process
- Identify opportunities to create action from your insights
Time
(Tuesday) 1:25 PM EST
Fab Facilitator

Apurva Vora, Vice President, Solutions and Capabilities, HGS
Why You Should Listen to Apurva:
Apurva Vora has more than 17+ years of experience in managing Analytics, Automation and Digital Solutions across multiple verticals. He has been an early adopter of deploying analytics solutions driving insights to action, resulting into higher customer experience and net promoter score. This realistic approach created an organization wide analytics framework for institutionalizing the voice of the customer, voice of the business and voice of the process.
Event Details
The customer service hamster wheel keeps running in every firm. There is a lot of activity but no displacement. This is ‘inertia of service’. Firms can move up the CX
Event Details
The customer service hamster wheel keeps running in every firm. There is a lot of activity but no displacement. This is ‘inertia of service’. Firms can move up the CX maturity scale to become world class. Data and insights coupled with human centered design approach can transform CX and influence strategy.
Call to Action:
- Build a CX strategy that will drive competitive advantage for your business
- Create a roadmap for transformation within your business
Time
(Tuesday) 2:25 PM EST
Rockstar Insights

Vinod Varma, Vice President, Omnichannel Service Experience, UnitedHealth Group
Why You Should Listen to Vinod:
Vinod is responsible for using product & technology capabilities to enable a simple service experience for the millions of members and providers at United Healthcare. Over the last two years he has been able to drive significant transformation by upgrading technology infrastructure across UHC, and simplifying experience design for customer interactions across the IVR.
Event Details
Let's just take a moment to consider how dramatically the role of "agent" has changed. Only ten years ago, this individual would spend most of their day repeating the same
Event Details
Let’s just take a moment to consider how dramatically the role of “agent” has changed. Only ten years ago, this individual would spend most of their day repeating the same simple solutions over the phone in a cheery voice. Now agents are handling ultra-complex tickets, over multiple channels, and with higher customer expectations than ever before. It’s time for business leaders to catch up in the way we recruit, describe, compensate, and treat these modern contact center marvels! Join this power-packed panel as we deliberate on how to best evolve the agent experience together.
Call To Action:
- Revamp your strategy based on how the best contact centers recruit, describe, and engage top talent to earn their loyalty
- Capitalize on the vernacular and pitfalls to avoid that can “trap” agents and make them a victim of a past time
Time
(Tuesday) 2:45 PM EST
Moderator

Nate Brown, Chief Experience Officer, Officium Labs
Customer Engagement Leadership Council Member
Why You Should Listen to Nate:
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Currently serving as Chief Experience Officer for Officium labs, he can be found speaking and training on the CX topics he loves.
Panelist

Rachelle Dever, Vice President, Member Services, Cricut
Panelist

Christopher Keenan, Head of Worldwide Medical Customer Engagement, Bristol-Myers Squibb
Customer Engagement Leadership Council Member
Panelist

Paul Santilli, WW OEM Industry Intelligence & Strategy, Hewlett Packard Enterprise
Event Details
Imagine a world where big data, AI, digital channels, and humans work together to deliver empathetic experiences, at scale. In this session, we’ll explore key points in the customer and employee journeys, evaluate current levels of empathy, and discuss how
Event Details
Imagine a world where big data, AI, digital channels, and humans work together to deliver empathetic experiences, at scale. In this session, we’ll explore key points in the customer and employee journeys, evaluate current levels of empathy, and discuss how to leverage technology to deliver personalized, empathetic experiences that establish trust and increase customer and employee loyalty.
Call to Action:
- Identify the four pillars to delivering personalized, empathetic experiences
- Map your path to create a system of orchestration – considering the employee perspective and the customer perspective
Time
(Tuesday) 3:25 PM EST
Rockstar Insights

Karl-Anders Falk, Karl-Anders Falk, Product Management, Helix Customer Experience, BMC Software
Why You Should Listen to Karl-Anders Falk:
I have over the last 3 years worked tightly with several of BMC Softwares customers to help transform their Customers experience to allow faster direct access. This by avoid having to wait in phone queues or wait on agents getting back with answers. We at BMC Software offer that via the BMC Helix Chatbot tightly integrated with our enterprise class backend systems based on our Helix Platform for automation security, request fulfillment, support, costcontrol and many more.
The BMC Helix Chatbot is based on IBM Watson Assistant , IBM Watson Discovery and other Watson services. The main driver is to allow deflection of request going to the agents. That means helping customers to exploit the BMC Helix chatbot, by allowing them quickly raise a request and automate the fullfillment on the device/tool they like to use 24×7 without delay.
I will share practical experiences from what some of my customers do and plan to do – hoping to inspire others to take the same route.
As an ice-breaker/warmup: I will tell you about what happened when me and my wife went to Stockholm to watch the King and Queen and their family in a parade on the 6th of June (the National Contitution day of Sweden, like 4th of July in US)
Looking forward to meet and exchange experiences with you all.
Fab Facilitator

Charles Godfrey, Senior Director, Business Consulting, Genesys
Why You Should Listen to Charles:
Charlie has spent over 20 years in the customer experience field, helping businesses translate challenges and strategic imperatives into solutions through people, process, and technology. He is considered a trusted advisor to many Fortune 500 companies, and he has been a valued partner and contributor to countless CX transformations. The advancement in power and accessibility of AI technology has become a massive enhancement to the toolkit he is able to bring to transformation strategy and discussions.
Event Details
Self-service options improve CX by providing consumers with fast and convenient answers—no live agent needed. As companies refine their customer self-service strategy, they must factor in how to leverage AI
Event Details
Self-service options improve CX by providing consumers with fast and convenient answers—no live agent needed. As companies refine their customer self-service strategy, they must factor in how to leverage AI capabilities such as Natural Language Processing, sentiment analysis, or virtual assistants to automate manual functions and enrich customer interactions.
Call to Action:
- Learn easy-to-implement steps you can take now on your path to enabling self-service
- Create a roadmap on how to integrate AI into your self-service options
Time
(Tuesday) 3:25 PM EST
Fab Facilitator

Brad Taylor, Vice President of AI Technologies, IntelePeer
Why You Should Listen to Brad:
Brad uses data-driven insights to create digital transformation that leads to real world ROI by leveraging the confluence of Big Data, Cloud, and AI/ML. His technology leadership has guided the delivery of award winning SaaS predictive analytics, data monetization, optimization, and NLP products for mobile IoT, and multi-channel CRM. In past years, Brad has presented at conferences like the International Data Engineering and Science Association (IDEAS), MarketWaves, and the Blockchain Standards Alliance.
Event Details
Personalization is more than a tool – it’s about connecting channels, systems and data to improve each customer’s experience at enterprise scale. Join this interactive discussion to learn how organizations
Event Details
Personalization is more than a tool – it’s about connecting channels, systems and data to improve each customer’s experience at enterprise scale. Join this interactive discussion to learn how organizations are using AI to give each customer the right information, right away and enable every agent to have that personal touch.
Call to Action:
- Discover real-life examples of businesses achieving double-digit increases in productivity while improving employee satisfaction and onboarding time
- Execute on the three steps you can take to improve your customer and agent experience
Time
(Tuesday) 3:25 PM EST
Fab Facilitator

Zach Eslami, Practice Leader, Artificial Intelligence, IBM Watson
Event Details
Now more than ever operating with empathy and resilience are essential for people, leaders, and teams to thrive – both internally and externally. This session teaches key aspects of navigating
Event Details
Now more than ever operating with empathy and resilience are essential for people, leaders, and teams to thrive – both internally and externally. This session teaches key aspects of navigating through change and challenge, and being able to perform in the face of uncertainty.
Call to Action:
- Enhance authenticity and psychological safety
- Increase inclusion and belonging
- Proven techniques to positively impact morale and productivity
Time
(Tuesday) 4:10 PM EST
Rockstar Insights

Mike Robbins, Motivational Author and Coach, Mike Robbins LLC
Why You Should Listen to Mike:
As an expert in teamwork, leadership, and emotional intelligence, Mike has worked with companies including Google, Wells Fargo, Microsoft, LinkedIn, Coca-Cola, Chevron, eBay, Kaiser, Airbnb, the NBA, Adobe, and many others.
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
FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.
All
1. Strategic Boardroom
2. Analytics in Action
3. Agents, Automation, and AI
4. Efficiency and Effectiveness in the Contact Center
5. The Integrated Customer Journey
6. Enhancing the Customer Experience
General Session
Event Details
To deliver material, sustainable, and organic growth, customer experience teams must win the hearts and minds of their executive team. They have to help the C-suite lead in new ways,
Event Details
To deliver material, sustainable, and organic growth, customer experience teams must win the hearts and minds of their executive team. They have to help the C-suite lead in new ways, working as advocates, storytellers and organizational engineers to generate pace, confidence and results.
Call to Action:
- Make the connection to mission your CEO wants
- Inspire, educate and engage the teams
- Gain the numbers your CFO needs
Time
(Wednesday) 1:00 PM EST
Rockstar Insights

Aarthi Murali, Chief Customer Experience Officer, M&T Bank
Why you should listen to Aarthi:
Aarthi works across the C-suite to help leaders lead customer experience efforts with purpose and pace. She inspires people to imagine fresh possibilities for their customers. As M&T Bank’s first Chief Customer Experience Officer, she builds teams to make those possibilities a reality so they in turn, can create the best experience for the community banks’ customers. The results will empower employees, delight customers and benefit the communities where M&T lives and works.
Event Details
Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer
Event Details
Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer requests that come into the contact center and the dynamic nature of the workforce itself since the pandemic started.
Call to Action:
- Automate knowledge with real-time agent assistance, a game changer for #WFA (work from anywhere) call centers
- Say goodbye to outdated call center KPIs as we user in a new era of metrics to drive agent outcomes that matter
Time
(Wednesday) 1:25 PM EST
Fab Facilitator

Scott Merritt, Vice President & Head of Global Automation, Jacada
Why You Should Listen to Scott:
As Global Head of Automation for Jacada, Scott leads the go-to-market strategy for their automation portfolio and works as a trusted advisor for companies actively pursuing customer service automation strategies. Scott is a passionate advocate of “Responsible RPA” having spent the last 15 years embedded in the process optimization and RPA space supporting over 100 intelligent automation assessments and implementations.
Event Details
In the last 10 years, brands have added a plethora of channels to their engagement model in the spirit of digital transformation. This resulted in a disjointed multichannel experience that
Event Details
In the last 10 years, brands have added a plethora of channels to their engagement model in the spirit of digital transformation. This resulted in a disjointed multichannel experience that frustrated customers. Today, brands need to re-shift their strategy to offer channels that make most sense for their customers.
Call to Action:
- Determine the potential impact that channel optimization could have on the customer journey
- Apply channel optimization to your customer experience and digital transformation strategy
Time
(Wednesday) 1:25 PM EST
Fab Facilitator

Phil Gray, Chief Innovation Officer, Interactions
Why You Should Listen to Phil:
As Executive Vice President of Corporate Development, Phil is responsible for M&A and alliances at Interactions. He has extensive startup experience, specializing in natural language understanding and contact center technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company.
Event Details
Effective communication between employees and customers is critical for a high-performing customer support organization. Employee turnover, increasing workplace diversity, and a growing number of platforms and systems have long put
Event Details
Effective communication between employees and customers is critical for a high-performing customer support organization. Employee turnover, increasing workplace diversity, and a growing number of platforms and systems have long put pressure on maintaining quality while improving efficiency. The pandemic has only increased these challenges with remote work and increasingly demanding customers. Many leaders feel they are trapped in an unrelenting trade-off between cost, consistency, and quality.
Call to Action:
- Implement strategies to improve efficiency, consistency, and customer experience through effective communication in every customer interaction
- Unlock greater efficiency, consistency, and customer satisfaction by applying best practices for effective communication across every customer interaction
Time
(Wednesday) 1:25 PM EST
Fab Facilitator

Dorian Stone, General Manager, Grammarly Business, Grammarly
Why You Should Listen to Dorian:
Previously, Dorian was VP of Customer Experience Strategy and Marketing at Medallia, where he built out and optimized the research and marketing functions. He was also a co-founder and leader of McKinsey & Company’s Global Customer Experience practice and a Program Director and Volunteer in the Peace Corps. Dorian holds a bachelor’s degree from Pitzer College, a master’s degree in international studies from the University of Pennsylvania, and a master’s in business administration from UPenn’s The Wharton School.
Event Details
Disrupting the centuries old UK banking industry isn’t easy, but there are some vital lessons that those that have tried and succeeded are willing to share. This session will explore
Event Details
Disrupting the centuries old UK banking industry isn’t easy, but there are some vital lessons that those that have tried and succeeded are willing to share. This session will explore how Atom, the first app-only bank in the UK, continues to take market share by focusing on understanding what matters most to customers, and delivering it.
Call to Action:
- Understand how to set up a voice of the customer program from scratch
- Prove the ROI to executives in a super easy and simple way
- Take cost out of your business whilst improving NPS and Customer Goodwill
Time
(Wednesday) 2:25 PM EST
Rockstar Insights

Michael Sherwood, Head of Digital Experience, Atom Bank
Why You Should Listen to Michael:
Michael is a multi-award winning expert in all things customer intelligence and has over 20 years’ experience designing, implementing and improving digital propositions. He is currently Head of Digital Experience at Atom, the UK’s first App only bank and has helped grow the business from fledgling start up to multi billion pound company. Michael will share the journey he and the team have been on as they endeavor to build the most customer centric bank on the planet.
“It’s OK to Not Be OK…Really, it’s OK!”
Event Details
Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them during turbulent times. When work and life happen in the same
Event Details
Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them during turbulent times. When work and life happen in the same place, learn how best-in-class employers are addressing the changing needs of the workforce and how you as a leader can rise to the challenge to ensure each employee feels cared for and is invested in the future success of the company.
Call to Action:
- Benchmark your efforts to engage and care for your employees against one of the United States’ best places to work
- Reimagine strategies to engage and retain employees when their work and home life collide
Time
(Wednesday) 2:50 PM EST
Rockstar Insights

Erin McMillan, Assistant Vice President, Customer Operations, Cox Automotive Media Group
Why you should listen to Erin:
After a couple of decades in the customer care world focused on the automotive industry, Erin is now unlearning most of it with the help of newer leaders, a pandemic and a completely changed marketplace.
Event Details
Only 28% of major corporations are succeeding in their digital transformation. This is a sobering statistic considering that omnichannel support is no longer a luxury, it's a necessity for those
Event Details
Only 28% of major corporations are succeeding in their digital transformation. This is a sobering statistic considering that omnichannel support is no longer a luxury, it’s a necessity for those businesses that want to maintain and expand their customer bases. Customers, rightfully so, demand the ability to interact with their vendors through a multitude of digital devices and channels.
Call to Action:
- Execute on the knowledge of why so many digital transformation initiatives fail, or stop short of customer expectations
- Develop a strategy that delivers a truly seamless omnichannel experience.
Time
(Wednesday) 3:10 PM EST
Rockstar Insights

Everett Kimball, Vice President, Field Operations, SailPoint Technologies
Why You Should Listen to Everett:
Everett is a 20 year veteran of the Global Services and Operations industry across various leadership positions. He believes that the support and services experience is a vital factor in why customers continue to buy a product or service, and that technology is an absolutely critical component in how to automate, simplify, and deliver service at scale.

Meredith Blanchar, Senior Vice President Customer Success and Support, SailPoint Technologies
Why You Should Listen to Meredith:
Meredith is an innovative leader with over 20 years in the Customer Success and Support industry. A relentless advocate for the customer, she has an extensive background in leveraging technology to drive customer loyalty, boost brand reputation, and scale critical teams and resources.
Time
(Wednesday) 3:30 PM EST
Rockstar Insights

Carlton Dacres, Business Information Manager, A2Dominion Housing Group
Why You Should Listen to Carlton:
An operational services lead expert for the development, oversight, promotion and analysis of customer insight information, Carlton is passionate about its use for strategic and operational planning, and performance management purposes.
Fab Facilitator

Alpa Shah, Global Vice President, CX Practice, Frost & Sullivan
Event Details
As products become more complex and customers more sophisticated, delivering outstanding customer service becomes more challenging. To meet the expectations will require you as a Customer Service executive to determine
Event Details
As products become more complex and customers more sophisticated, delivering outstanding customer service becomes more challenging. To meet the expectations will require you as a Customer Service executive to determine what is the best to meet your customer’s demands while providing excellent customer support. In this session, we will discuss customer segmentation and building a tiering model as methods to address these issues.
Call to Action:
- Understand the types of customers you serve, what issues they have, how they want to communicate and their overall expectations is crucial
- Leverage this case study on how Pinterest redesigned their organizational structure and a technology to meet the needs of their customers
Time
(Wednesday) 4:10 PM EST
Rockstar Insights

Gerald Hastie, Head of Global Customer Operations, Pinterest
Why You Should Listen to Gerald:
Gerald leads a team focused on providing support for Pinterest sales teams, advertisers, and merchants. Both the support and community teams work closely with the Product and Engineering teams to identify issues and implement customer insights into the next version of Pinterest’s platform.
Event Details
We're bringing you that same Olympic flair with a classic twist! Join us for this team vs team Game Show Extravaganza where we'll re-enact popular TV game shows such as
Event Details
We’re bringing you that same Olympic flair with a classic twist! Join us for this team vs team Game Show Extravaganza where we’ll re-enact popular TV game shows such as The Price is Right, Jeopardy, Wheel of Fortune and Family Feud! Grab a drink & your thinking caps, you’re in for lots of laughter and learning!
Time
(Wednesday) 4:30 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
FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.
All
1. Strategic Boardroom
2. Analytics in Action
3. Agents, Automation, and AI
4. Efficiency and Effectiveness in the Contact Center
5. The Integrated Customer Journey
6. Enhancing the Customer Experience
General Session
Event Details
Whether fueled by a pandemic or driven by necessity, digital transformation is a constant. Evolving technology and an increasing focus on the need for security are at the heart of
Event Details
Whether fueled by a pandemic or driven by necessity, digital transformation is a constant. Evolving technology and an increasing focus on the need for security are at the heart of every customer’s priority list. How well you anticipate their needs is paramount. There’s synergy in meeting a customer where they are on their journey and preparing your support team to adopt the necessary flexibility for successful outcomes.
Call to Action:
- Align your team for accelerated change starts with trust, communication, and transparency
- Prepare your team with the right mindset and support system
- Leverage your customer knowledge and learn how to drive them toward effective, collaborative results
Time
(Thursday) 1:00 PM EST
Rockstar Insights

Patty Hatter, Senior Vice President, Global Customer Services, Palo Alto Networks
Why You Should Listen to Patty:
Patty has often been referred to as a “Change Agent” and “Inspirational Leader”, she is know for tackling the toughest digital transformation and acceleration initiatives with great finesse. Patty’s motto centers on driving high engagement and mastering leadership in time of constant change with “empowered people”.
Event Details
You have everything you need to take your agents to the next level. You just have to provide them with the visibility to it: your data. This interactive discussion will
Event Details
You have everything you need to take your agents to the next level. You just have to provide them with the visibility to it: your data. This interactive discussion will explore how to unlock the cultivation of better agent performance and experience.
Call to Action:
- Level your agents up to deliver a superior customer experience
- Execute on the analytics and agents working together
Time
(Thursday) 1:25 PM EST
Fab Facilitator

Doug Miracle, Director of Customer Success, Aceyus
Why You Should Listen to Doug:
Doug has been responsible for Contact Center Operations leading the charge to help his employers better understand The Customer Journey through multi-platform data aggregation and analysis for almost 20 years. For the past five years, he has been a part of Aceyus and now leads their Customer Success Organization, helping their customers achieve the greatest success through utilization of the Aceyus Platform and modules.
Event Details
Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it
Event Details
Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it allows. Multichannel messaging is the best of both worlds, and offers a powerful way to manage high volume, but only when used correctly.
Call to Action:
- Insight on how the voice channel has a unique role that other channels should support
- Leverage fluent multichannel experiences – the new consumer expectation
- Proactive outreach can defer traffic during busy times — plan ahead for your next crisis!
Time
(Thursday) 1:25 PM EST
Fab Facilitator

Shai Berger, Founder & Chief Executive Officer, Fonolo
Why You Should Listen to Shai:
Shai Berger is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Shai’s experience in the customer service and contact center industries have positioned him as a thought leader and innovator in the space. He speaks regularly at events like IT Expo, OpenTalk, Call Center Summit, and TADSummit. His writing has appeared in CustomerThink, CIO Magazine, and other industry publications.
Event Details
Hosted By:
Event Details
Hosted By:
Time
(Thursday) 2:25 PM EST
Rockstar Insights

Sky Sands, Comedian, Enigma, Possibilitarian
Why You Should Listen to Sky:
Encompassing magic, madness, mayhem…and fun, Sky has been described as a man without a parachute, frantically searching for a ripcord. Need we say more?
Event Details
Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and
Event Details
Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and feeling during their experience journey and what they do as a result of that experience. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results.
Call to Action:
- Execute on your customer’s expectations
- Use balanced scorecards to gain the full story from the customer view and business view
- Optimize the balance between experience improvements and business outcomes
Time
(Thursday) 2:35 PM EST
Rockstar Insights

Yuko Araki Prichard, Vice President, AARP Experience Change Capability & Metrics, AARP
Why you should listen to Yuko:
Yuko leads the Customer Experience metrics team at AARP to define and measure success in a balanced way with both the customer experience and business outcome in mind. Over the past decade she has leveraged consumer research, data analytics and technology to equip business leaders with actionable insights to deliver winning customer experiences.
Time
(Thursday) 2:55 PM EST
Rockstar Insights

Andrew Deutscher, Founder, Regenerate
Why You Should Listen to Andrew:
For over a decade, Andrew has worked with a variety of high-performance disciplines from professional athletes to the US Air Force, translating cutting edge strategies for sustained energy and performance to applicable life strategies for high pressure career professionals. In a world of rising demands and increased obligations, he’s helped thousands of managers, leaders, and executives shift from reactive to proactive to recapture their days and win back their lives.
Event Details
Augmented reality (AR), oft-confused with virtual reality (VR), is technology that overlays computer generated images onto the user's view of the real world. This mix of reality and virtuality is
Event Details
Augmented reality (AR), oft-confused with virtual reality (VR), is technology that overlays computer generated images onto the user’s view of the real world. This mix of reality and virtuality is where the value proposition lies – blurring the lines between today and possibilities of tomorrow for an immersive consumer experience and customer support.
Call to Action:
- Identify how AR technology can be leveraged to solve your real business needs
- Plan for how AR can have a meaningful impact on the E2E customer journey
Time
(Thursday) 3:50 PM EST
Rockstar Insights

Ahmad Shabazz, Head of Global Community Operations, Snapchat Inc.
Why You Should listen to Ahmad:
Ahmad is a seasoned Customer Service professional, with a focus on technology and innovative solutions utilizing automation, workflows and proactive capabilities that are inclusive and helpful for the his team and customers.
Event Details
It's not easy to nurture - much less strengthen and grow - your client relationships and your authority in the midst of a major crisis. Relationships risk being strained during
Event Details
It’s not easy to nurture – much less strengthen and grow – your client relationships and your authority in the midst of a major crisis. Relationships risk being strained during this period, but there are also powerful opportunities to help clients in a time of need and enrich your connections with them. But it’s always an amazing time to build stronger client relationships and switch them to more referrals and revenue to your practice – and even more so now. Economic downturns come and go, but what enables us to build a thriving company or a career over time is having deep, trusting relationships with clients who can hire you and refer you, again and again. That’s a message that’s especially needed at the moment. If you want to be connected, make yourself worth connecting to…it’s a journey, and every step counts.
Call to Action:
- Strengthen, enrich and grow your client relationships in the midst of a major crisis
- Adapt the right mindset (especially to accelerate trust)
- Practice the golden rule of relationships and get immediate ROR
Time
(Thursday) 4:05 PM EST
Rockstar Insights

Itzik Amiel, Founder & Chief Executive Officer, Power Networking Academy, Bestselling Author ‘The Attention Switch’
Why You Should Listen to Itzik:
Called many times one of the most “connected” individuals globally, Itzik is the global leading authority on business networking and relationship capital. He has transformed the lives and careers of clients and professionals worldwide, bringing more than 25+ years of research and experience to the art and science of business relationship development.