AGENDA

Interactive & Highly Collaborative Content

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

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


18jan4:00 PMFeaturedMonday, January 18, 2021 | Power Up The Networking4:00 PM EDT

18jan4:00 PMEscape Room Challenge4:00 PM EDT

18jan5:15 PMCustomer Engagement Leadership Council Meeting and Mixer* Please note participation in the meeting and mixer is restricted to Council Members only.5:15 PM EDT

19jan12:45 PMFeaturedTuesday, January 19, 2021 | Insights, Expertise, Collaboration and Solutions12:45 PM EDT

19jan12:45 PMVirtual Platform Orientation and Demonstration – Fast Paced and Fun!12:45 PM EDT

19jan1:00 PMWelcome: Ready...Set…Go!1:00 PM EDT

19jan1:05 PMHEADLINER – Keeping Pace with Digital Acceleration on Steroids1:05 PM EDT

19jan1:25 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
1:25 PM EDT

19jan1:25 PMZone 1. Mastering Virtual Hiring, Onboarding, and Training1:25 PM EDT

19jan1:25 PMZone 2. Facilitating Channels of Choice1:25 PM EDT

19jan1:25 PMZone 3. Developing Customer Personas1:25 PM EDT

19jan2:15 PMCHECK IT OUT – Concurrent Featured Demonstrations2:15 PM EDT

19jan2:25 PMSUCCESS STORY – Making Work at Home, Work: Near and Long Term Strategy2:25 PM EDT

19jan2:40 PM“Simon Says” Dance Break2:40 PM EDT

19jan2:45 PMVirtual Exhibit HallTwenty well spent minutes to travel through the hall, request information from exhibiting companies, enter their booth, and get your questions answered live on video.2:45 PM EDT

19jan3:05 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

19jan3:05 PMZone 4. Cultivating Agent Engagement, Virtual and On-Premise3:05 PM EDT

19jan3:05 PMZone 5. Perfecting the Self-Serve Experience3:05 PM EDT

19jan3:05 PMZone 6. Personalizing the Digital Experience3:05 PM EDT

19jan3:45 PMVirtual Exhibit HallMore time to travel the hall and find the products and services that will help you solve your specific challenges.
.
Concurrent with:
3:45 PM EDT

19jan3:45 PMTopic TablesNetworking roundtables hosted by industry leaders3:45 PM

19jan4:10 PMCAPSTONE - Prioritizing the Physical Safety and Psychological Well Being of Your Employees4:10 PM EDT

19jan4:25 PMContent Concludes4:25 PM EDT

19jan4:30 PMScavenger Hunt and Virtual Happy Hour4:30 PM EDT

19jan5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

20jan1:00 PMFeaturedWednesday, January 20, 2021 | Insights, Expertise, Collaboration and Solutions1:00 PM EDT

20jan1:00 PMIcebreaker and HEADLINER - Adapting to a New Age of Digital Consumerism1:00 PM EDT

20jan1:25 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
1:25 PM EDT

20jan1:25 PMZone 1. A New Lens on Agent Productivity1:25 PM EDT

20jan1:25 PMZone 2. Live Chat and Messaging with Your Customer1:25 PM EDT

20jan1:25 PMZone 3. Empathy and Trust: Critical Success Factors in Customer Retention1:25 PM EDT

20jan2:15 PMCHECK IT OUT – Concurrent Featured Demonstrations2:15 PM EDT

20jan2:25 PMCASE HISTORY – Rebooting Your CX Initiatives: Advancing from Insights, to Organizational Strategy2:25 PM EDT

20jan2:40 PMHIGH INTENSITY ENERGIZER - Yes, You Can!2:40 PM EDT

20jan2:45 PMVirtual Exhibit HallMore time to travel the hall and find the products and services that will help you solve your specific challenges.
Concurrent with:
2:45 PM EDT

20jan2:45 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.2:45 PM

20jan3:05 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

20jan3:05 PMZone 4. Leveraging Knowledge Management for Agent Effectiveness3:05 PM EDT

20jan3:05 PMZone 5. Best Practices for Rolling Out AI3:05 PM EDT

20jan3:05 PMZone 6. Balancing Efficiency with the Cost of Customer Experience3:05 PM EDT

20jan3:45 PMVirtual Exhibit HallMore time to travel the hall and find the products and services that will help you solve your specific challenges.Concurrent with:3:45 PM EDT

20jan3:45 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.3:45 PM

20jan4:00 PMLEADERSHIP CAPSTONE –A Smooth Sea Never Made for a Skilled Sailor4:00 PM EDT

20jan4:30 PMVIRTUAL OLYMPICSThis team vs. team action packed games will keep you and your team members on the edge of your seats! 4:30 PM EDT

20jan5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

21jan12:15 PMFeaturedThursday, January 21, 2021 | Insights, Expertise, Collaboration and Solutions12:15 PM EDT

21jan12:15 PMCustomer Engagement Leadership Council Take-Aways Pow Wow* Please note participation is restricted to Council Members only.12:15 PM EDT

21jan1:00 AMKickoff and HEADLINER - With Disruption Comes Opportunity1:00 AM EDT

21jan1:20 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
1:20 PM EDT

21jan1:20 PMZone 1. Best Practices for Implementing RPA1:20 PM EDT

21jan1:20 PMZone 2. Leveraging Mobile Apps and Social Communities1:20 PM EDT

21jan1:20 PMZone 3. Charting Your Future Course with VoC1:20 PM EDT

21jan2:10 PMCHECK IT OUT – Concurrent Featured Demonstrations2:10 PM EDT

21jan2:20 PMPANEL INSIGHTS - Business as Usual? NOT! Shifting Investments in Technology and People2:20 PM EDT

21jan2:45 PM“Just for Laughs”2:45 PM EDT

21jan2:50 PMVirtual Exhibit HallClosing Soon! Make the most of your time to travel the hall and find the products and services that will help you solve your specific challenges.
Concurrent with:
2:50 PM EDT

21jan2:50 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.2:50 PM

21jan3:10 PMFUTURE FORWARD - Augmented is the New Reality in CX and CS3:10 PM EDT

21jan3:50 PMVirtual Exhibit HallThis is It! Your final opportunity to travel the hall and find the products and services that will help you solve your specific challenges.
Concurrent with:
3:50 PM EDT

21jan3:50 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.3:50 PM

21jan4:10 PMCAPSTONE – Achieving Transparency and Trust4:10 PM EDT

21jan4:30 PMCustomer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes4:30 PM EDT

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

19jan12:45 PMVirtual Platform Orientation and Demonstration – Fast Paced and Fun!12:45 PM EDT

19jan1:00 PMWelcome: Ready...Set…Go!1:00 PM EDT

19jan1:05 PMHEADLINER – Keeping Pace with Digital Acceleration on Steroids1:05 PM EDT

19jan1:25 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
1:25 PM EDT

19jan1:25 PMZone 1. Mastering Virtual Hiring, Onboarding, and Training1:25 PM EDT

19jan1:25 PMZone 2. Facilitating Channels of Choice1:25 PM EDT

19jan1:25 PMZone 3. Developing Customer Personas1:25 PM EDT

19jan2:15 PMCHECK IT OUT – Concurrent Featured Demonstrations2:15 PM EDT

19jan2:25 PMSUCCESS STORY – Making Work at Home, Work: Near and Long Term Strategy2:25 PM EDT

19jan2:40 PM“Simon Says” Dance Break2:40 PM EDT

19jan2:45 PMVirtual Exhibit HallTwenty well spent minutes to travel through the hall, request information from exhibiting companies, enter their booth, and get your questions answered live on video.2:45 PM EDT

19jan3:05 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

19jan3:05 PMZone 4. Cultivating Agent Engagement, Virtual and On-Premise3:05 PM EDT

19jan3:05 PMZone 5. Perfecting the Self-Serve Experience3:05 PM EDT

19jan3:05 PMZone 6. Personalizing the Digital Experience3:05 PM EDT

19jan3:45 PMVirtual Exhibit HallMore time to travel the hall and find the products and services that will help you solve your specific challenges.
.
Concurrent with:
3:45 PM EDT

19jan3:45 PMTopic TablesNetworking roundtables hosted by industry leaders3:45 PM

19jan4:10 PMCAPSTONE - Prioritizing the Physical Safety and Psychological Well Being of Your Employees4:10 PM EDT

19jan4:25 PMContent Concludes4:25 PM EDT

19jan4:30 PMScavenger Hunt and Virtual Happy Hour4:30 PM EDT

19jan5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

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

20jan1:00 PMIcebreaker and HEADLINER - Adapting to a New Age of Digital Consumerism1:00 PM EDT

20jan1:25 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
1:25 PM EDT

20jan1:25 PMZone 1. A New Lens on Agent Productivity1:25 PM EDT

20jan1:25 PMZone 2. Live Chat and Messaging with Your Customer1:25 PM EDT

20jan1:25 PMZone 3. Empathy and Trust: Critical Success Factors in Customer Retention1:25 PM EDT

20jan2:15 PMCHECK IT OUT – Concurrent Featured Demonstrations2:15 PM EDT

20jan2:25 PMCASE HISTORY – Rebooting Your CX Initiatives: Advancing from Insights, to Organizational Strategy2:25 PM EDT

20jan2:40 PMHIGH INTENSITY ENERGIZER - Yes, You Can!2:40 PM EDT

20jan2:45 PMVirtual Exhibit HallMore time to travel the hall and find the products and services that will help you solve your specific challenges.
Concurrent with:
2:45 PM EDT

20jan2:45 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.2:45 PM

20jan3:05 PMBE SEEN AND BE HEARD! Concurrent Collaboration Zones The Rules: 1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned
3:05 PM EDT

20jan3:05 PMZone 4. Leveraging Knowledge Management for Agent Effectiveness3:05 PM EDT

20jan3:05 PMZone 5. Best Practices for Rolling Out AI3:05 PM EDT

20jan3:05 PMZone 6. Balancing Efficiency with the Cost of Customer Experience3:05 PM EDT

20jan3:45 PMVirtual Exhibit HallMore time to travel the hall and find the products and services that will help you solve your specific challenges.Concurrent with:3:45 PM EDT

20jan3:45 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.3:45 PM

20jan4:00 PMLEADERSHIP CAPSTONE –A Smooth Sea Never Made for a Skilled Sailor4:00 PM EDT

20jan4:30 PMVIRTUAL OLYMPICSThis team vs. team action packed games will keep you and your team members on the edge of your seats! 4:30 PM EDT

20jan5:30 PMDaily Event Experience Ends…Same Time, Same Place Tomorrow!5:30 PM EDT

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

21jan12:15 PMCustomer Engagement Leadership Council Take-Aways Pow Wow* Please note participation is restricted to Council Members only.12:15 PM EDT

21jan1:00 AMKickoff and HEADLINER - With Disruption Comes Opportunity1:00 AM EDT

21jan1:20 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
1:20 PM EDT

21jan1:20 PMZone 1. Best Practices for Implementing RPA1:20 PM EDT

21jan1:20 PMZone 2. Leveraging Mobile Apps and Social Communities1:20 PM EDT

21jan1:20 PMZone 3. Charting Your Future Course with VoC1:20 PM EDT

21jan2:10 PMCHECK IT OUT – Concurrent Featured Demonstrations2:10 PM EDT

21jan2:20 PMPANEL INSIGHTS - Business as Usual? NOT! Shifting Investments in Technology and People2:20 PM EDT

21jan2:45 PM“Just for Laughs”2:45 PM EDT

21jan2:50 PMVirtual Exhibit HallClosing Soon! Make the most of your time to travel the hall and find the products and services that will help you solve your specific challenges.
Concurrent with:
2:50 PM EDT

21jan2:50 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.2:50 PM

21jan3:10 PMFUTURE FORWARD - Augmented is the New Reality in CX and CS3:10 PM EDT

21jan3:50 PMVirtual Exhibit HallThis is It! Your final opportunity to travel the hall and find the products and services that will help you solve your specific challenges.
Concurrent with:
3:50 PM EDT

21jan3:50 PMBriefing SessionsPre-arranged meetings with the solution providers of your choice.3:50 PM

21jan4:10 PMCAPSTONE – Achieving Transparency and Trust4:10 PM EDT

21jan4:30 PMCustomer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes4:30 PM EDT

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