Agenda

Executing Your Transformation Roadmap

CHOOSE BETWEEN FIVE DIFFERENT COLLABORATION ZONES:

Customize your agenda! Stay the course with one zone or bounce around to others. All sessions within the collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:
Zone 1. Transform Your Contact Center into THE Great Place to Work
Zone 2. Cross-Function Operational Excellence
Zone 3. Truly Optimizing Automation and AI
Zone 4. The Future of Customer Contact and Why it Matters
Zone 5. Designing Your Customers’ Next Level Digital Journey

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

Schedule-at-a-Glance is continuously updated as additional information becomes available.


SATURDAY, OCTOBER 21, 2023 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in one of the networking activities on Sunday.

SUNDAY, OCTOBER 22, 2023 | NETWORKING DAY AND ANNUAL CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL MEETING

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

Unwind the Mind: Sunday Networking Choices

9:30 AM

Networking Activity

Hosted by:
Support Services Group

10:00 AM

Networking Activity

Hosted by:
 Alta Resources & Support Services Group

2:15 PM

Customer Engagement Leadership Council Annual Meeting

*Please note participation is restricted to Council Members only. For further information, see the Council Tab above.

3:15 PM

Sponsor Workshop

4:45 PM

Sponsor Registration & Orientation Reception

6:00 PM

Presenter & Featured Thought Leader Orientation

An essential meeting for Headliners, Rockstars, Fab Facilitators, and Featured Thought Leaders to preview the event, highlight your roles, and network with fellow peers.

6:45 PM

Participant Meet ‘n’ Greet

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges like your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

7:30 PM

Welcome Networking Reception & Event Kickoff

Meet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration. Dinner & passed hors d’oeuvres to be served.
 

MONDAY, OCTOBER 23, 2023 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

Registration Items Hosted By:
Zenarate
Thrio

8:30 AM

KICKOFF AND HEADLINER – Five Questions You Should be Asking Your Employees

David Weisman, Ph.D., CPXP, FPCC, Chief Experience Officer, NYC Health + Hospitals / Queens

Abstract:
Employees are an organization’s greatest asset. Investing in their health and wellness is integral to employee engagement and is imperative to a successful customer experience. The organization’s ability to empower the employee and partner with them in all recognition and improvement efforts are critical. Hear how creating an organizational culture of wellness will positively impact the organization, improve the employee experience, and ultimately increase customer satisfaction.

Key Take-Aways:

  • Fresh perspective on understanding the connection between employee and customer experience
  • Insights on employee engagement, wellness, and emotional support
  • Framework to optimize wellness through effective communication, empathy, and compassion
  • Techniques to empower the voice of the employee
  • Best practices to create powerful relationships between leadership and the workforce

Headliner:

David WeismanDavid Weisman, Ph.D., CPXP, FPCC
Chief Experience Officer
NYC Health + Hospitals / Queens
 
Why You Should Listen to David:
David has spent the majority of his 20-year career in customer/care experience. He has a unique set of skills that have allowed him to create a culture of empathy focused on customer experience and exceed the expectations of all his customers, including patients and their loved ones, employees, and the community.

9:15 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:20 AM

EXECUTIVE INSIGHT– Making a Direct Connection between Customer Care and Corporate Strategic Goals

9:45 AM

Navigating the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

9:50 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:
Omni Interactions

10:15 AM

CONCURRENT COLLABORATION ZONES – CASE HISTORIES

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

11:15 AM

Session to Session Travel Time

11:20 AM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

-OR-

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between five themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are fifteen-minute rapid fire sessions with three rotations. First come, first serve, so choose wisely! Each brainstorming group will build upon the other to build a list of readily operationalized ideas to these common challenges.

The Fix on Achieving Operational Synergies

Rob Gofourth, Staff Vice President of Business Process Services, Centene Corporation, Customer Engagement Leadership Council Member

Hosted By:

Rob GofourthRob Gofourth
Staff Vice President of Business Process Services
Centene Corporation
Customer Engagement Leadership Council Member
 

Why You Should Listen to Rob:
Robert has more than 30 years of operations, customer experience and risk management across a variety of industries including insurance, mortgage banking, government enterprise, and outsourcing. He is also the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.

The Fix on Staying Remote

Rini Fredette, Senior Vice President, Contact Center Services & Solutions, PSCU, Customer Engagement Leadership Council Member

Hosted By:

Diana HerronRini Fredette
Senior Vice President, Contact Center Services & Solutions
PSCU
Customer Engagement Leadership Council Member
 

Why You Should Listen to Rini:
Rini provides the overall leadership, vision, and strategic direction for PSCU’s Contact Center Operations. She oversees 650+ PSCU employees as well as an outsourced partnership with an additional 550+ contact center representatives across 6 different locations within the U.S. Her contact center services more than 10 million calls from credit union members per year, acting as a valuable extension of every credit union and providing a truly seamless member experience.

The Fix on Customer Success Metrics

Francoise Benoit-Betters, Vice President, Merchant Services, First American by Deluxe

Hosted By:

Diana HerronFrancoise Benoit-Betters
Vice President, Merchant Services
First American by Deluxe
 

Why You Should Listen to Francoise:
With over 19 years of Merchant Service experience, Francoise has an extensive knowledge of the credit card processing industry by providing 5-star quality support to over 160,000 merchants. Customer support is essential for cultivating successful, lasting partnerships, and First American by Deluxe’s hard-earned reputation is rooted in care with our highly trained, in-house customer support, installation, PCI compliance and Retention representatives capable and empowered to resolve issues for Partners and Merchants. Included in supporting our merchants, Francoise leads the in-house Deployment facility with 6-12 months of inventory and supplies for our merchants.

The Fix on Dealing with Frustrated Customers

Le Quiche Singletary, Enterprise Customer Service Director, Pediatric Associates

Hosted By:

Diana HerronLe Quiche Singletary
Enterprise Customer Service Director
Pediatric Associates
 

Why You Should Listen to Le Quiche:
Le Quiche is responsible for customer experience improvement programs, frontline training curriculums, reputation management for 100 + locations, and grievance advocacy. Le Quiche’s philosophy toward work is based on good leadership – “It’s my job to inspire my staff, to provide them with guidance, and to lead them by example. Only then can we reach our goals.” As an expert in the field of customer experience, she is passionate and enthusiastic about her ability to invoke organizational change!

The Fix on Delivering Customer Care in Regulated Environments

Sue Hoffman, Chief Member Experience Officer, People First Federal Credit Union

Hosted By:

Sue HoffmanSue Hoffman
Chief Member Experience Officer
People First Federal Credit Union
 

Why You Should Listen to Sue:
Bio is forthcoming.

12:35 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts.
Hosted by:
Zenarate
Datamark

1:35 PM

Session to Session Travel Time

1:40 PM

Navigating the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

1:45 PM

BEST PRACTICES – Operationalizing Organizational Feedback Loops

2:10 PM

Session to Session Travel Time

2:15 PM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

(OR)

CROWDSOURCE – “All Things” Emerging Technology

We have challenges in common and our approaches and solutions are varied and many. From keeping up with the advancing tech landscape, through tech integration, to implementation, training, and adoption, this is where you’ll collaborate on new perspectives and ideas. It’s a veritable list of “ what’s working and what’s not” compiled by the folks who know it best!

3:30 PM

Networking, Refreshment, and Exhibition Break

3:55 PM

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

4:55 PM

Session to Session Travel Time

5:00 PM

A FIRESIDE CHAT WITH NATALIE & ALPA – Agility on Steroids: Accelerating Innovation Opportunities and New Capabilities

Natalie Beckerman, Senior Vice President, Global, Call Center Operations, Leaf Home
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan, Customer Engagement Leadership Council Member


Abstract:
Current disruptive forces have compelled us to think and act differently about improving the CX, from delivering on our technology roadmap to engaging and retaining our workforce. The time to transform was yesterday, yet many businesses are still thinking about reducing costs first. As contact center leaders, how do you pivot to meet unexpected challenges while remaining agile? How can you achieve a winning and balanced transformation formula? This session will challenge you as a leader, providing tips and strategies for moving the needle and winning the agility game.

Key Take-Aways:

  • Strategies for speeding up the transformation and digitization roadmap
  • Best practices for making a winning ROI business case to secure funding for CX solutions
  • Insight on requirements for continued innovation and improvement of your contact center models, AI, automation, digital footprint, and workforce engagement

Rockstar Insights:

Natalie BeckermanNatalie Beckerman
Senior Vice President, Global Call Center Operations
Leaf Home
 
Why You Should Listen to Natalie:
Described as a disruptor in the customer experience and customer contact space, Natalie Beckerman has run top tier, large scale operations driving transformation and strategy, while conquering operational and service excellence across the USA, UK and EMEA. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services and Fintech/Financial services industries.
 
Alpa ShahAlpa Shah
Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member
 
Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience around business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, writing growth opportunity insights, and most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

5:30 PM

Networking Reception

End your day with some newfound friends over tasty bites & beverages. A special prize will be raffled off before we close out the evening so be there or be square! Passed hors d’oeuvres, beverages & a specialty drink to be served.

TUESDAY, OCTOBER 24, 2023 | GENERAL SESSION AND EXHIBITION

6:45 AM

Early Risers Run/Walk

Calling all walkers, joggers, and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!

6:45 AM

Early Risers Yoga

Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

8:00 AM

Continental Breakfast and Exhibition

8:45 AM

ICE BREAKER AND HEADLINER – Shock, Awe, and AI

CK Kerley, Keynoter, Futurist & Instructor – Rutgers Business School, allthingsCK


Abstract:
Shock-and-awe headlines! Scorched-earth forecasts! AI Armageddons! In this session CK sets the AI record straight. Spoiler Alert: no matter your age, role, or industry, your company and career can get ahead with AI. But you must separate the AI facts—from the AI fears, fictions, and falsehoods.

Key Take-Aways:

  • Insight into the real AI job issue AND why so many companies will fumble in the Age of AI (it isn’t automation—it’s failing at reinvention)
  • A fresh perspective on a world awash in AIs: The demand for people, soft skills, creativity, and the humanities will SOAR in popularity
  • Surprising ways robots will re-humanize our experiences and hyper-personalize our communications . . . but too many companies will fixate on tech & forget about interactions!

Headliner:

Christina KerleyCK Kerley
Keynoter, Futurist & Instructor – Rutgers Business School
allthingsCK
 
Why You Should Listen to CK:
Powerhouse keynoter, Rutgers Business School Instructor, and Corporate Trainer Christina “CK” Kerley has guided scores of Fortune 500s—and thousands of executives—through 25 years of digital disruptions, revolutions, and reinventions. She’s currently focused on: AI, The Future Web, and Immersive Media. More info at: https://allthingsCK.com

9:35 AM

SUCCESS STORY – Mapping Your Digitally Focused Operating Model

Jason Mercer-Pottinger, RTS Operations Director US Region, Baxter Healthcare Corporation, Customer Engagement Leadership Council Member

Abstract:

Find out how Baxter organized to deliver new digital services in an industry that is not that digital! Focusing on some of the key data elements required as well as delivering a new digital service supporting patients at home on dialysis. JMP will share how they successfully launched the first of its kind Telehealth program in the dialysis industry and how its driving significant revenue for the organization as well improving the outcomes for patients – putting the contact center at the very heart of your digital transformation journey!

Key Take-Aways:

  • How do you start to build a new digital service offering – We are drowning in data – how to understand which data sets really drive the value proposition
  • The lessons learnt that you can avoid as you look at your digital operating model
  • Ways to place the Contact Center in the driving seat of your digital transformation journey
  • C-Suite investing and how you could do the same thing in your organization

Rockstar Insight:

Jason Mercer-PottingerJason Mercer-Pottinger
RTS Operations Director US Region
Baxter Healthcare Corporation
Customer Engagement Leadership Council Member
 
Why You Should Listen to JMP:
JMP is an internationally recognized customer contact center expert, specializing in healthcare and direct to patient services. He has had a career-long success leading CX and Contact Center operations within Fortune 500 healthcare Enterprises with the last 16 years at Baxter Inc. JMP is also a blogger, podcaster, and frequent event speaker as well as panel participant at events globally. His refreshing no-nonsense approach to CX makes him an influencer that folks want to listen to!

9:55 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

10:00 AM

ASK THE EXPERTS! Panel Discussion – Strategy and Tactics for the Road to Digitalization: Surprising Lessons from My Digital Transformation Journey

Panelists Include:
Chris Goostree, Director of Contact Center Operations, TMX Finance Family of Companies
Angela Kenner, Director of Customer Success and Service, Fullsight
Sabrina ‘Sabs’ Meditz, Senior Director of Product Management – Off Console Experiences, PlayStation



Panelists Include:

Chris GoostreeChris Goostree
Director of Contact Center Operations
TMX Finance Family of Companies
 
Why You Should Listen to Chris: 
A dynamic Contact Center leader with expertise in driving performance and efficiencies within a sales and/or customer service contact center. Chris has led successful programs for companies such as Toyota Connected, Cotiviti, Netflix and now the TMX Financial Family of Companies.
 
Angela Kenner Angela Kenner
Director of Customer Success and Service
Fullsight
 
Why You Should Listen to Angela:
Angela is a multi-organizational leader in Customer Success and Service with a core focus on defining, delivering, and measuring value through digital products and experiences within the aerospace, defense, and ground vehicle mobility industry. Having built a Customer Success department from scratch, she brings expertise on how to scale your customer experience initiatives, with attention to key performance indicators at each milestone of the customer journey flywheel.
 
Sabrina MeditzSabrina ‘Sabs’ Meditz
Senior Director of Product Management – Off Console Experiences
PlayStation
 
Why You Should Listen to Sabs: 
Sabs is an accomplished senior product leader with 20+ years of global experience leading high-performing teams in developing innovative products and services for millions of gamers. She excels in crafting exceptional customer and developer experiences across AAA titles and gaming platforms. Committed to mentorship, Sabs fuels professional growth through her podcast and newsletter, Reasoned.

10:45 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Networking Break Hosted by:
Datamark

11:25 AM

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

12:25 PM

Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts.
 
Hosted by:
OutsourceConsultants
Thrio

1:25 PM

Session to Session Travel Time

1:30 PM

CONCURRENT COLLABORATION ZONES – ThinkTanks

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

3:00 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration
Hosted By:
interactions

3:45 PM

CONCURRENT COLLABORATION ZONES – BEST PRACTICES

Best Practice sessions examine a real-world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.

4:45 PM

Session to Session Travel Time

4:50 PM

CAPSTONE –Acting on Shifting Corporate Priorities

5:20 PM

General Session Concludes

5:45 PM

19th Annual Customer Contact West Olympics & Cookout

Gear up for a night of Wild West Olympic fun! Not to Be Missed: The Amazing Spread We’ll Be Serving for Dinner!

WEDNESDAY, OCTOBER 25, 2023 | GENERAL SESSION, EXHIBITION AND CONTACT CENTER SITE TOUR

7:15 AM

Early Risers Yoga

Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

8:30 AM

Continental Breakfast and Exhibition

9:00 AM

KICKOFF AND HEADLINER – Delivering Fiscally Responsible Customer Service

9:50 AM

Energizer

Take your thinking cap off and break up your day with a fun, five-minute energizing activity.

9:55 AM

EXECUTIVE INSIGHT– Involving Your Agents in Efficiency Solutions

10:25 AM

Networking, Refreshment, and Exhibition Break

10:55 AM

EXECUTIVE INSIGHT – Agents of the Future: New Roles, Competencies, Expectations and Opportunities

11:30 AM

INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Moderator:
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan, Customer Engagement Leadership Council Member

Panelists Include:
Francoise Benoit-Betters, Vice President, Merchant Services, First American by Deluxe
Dr. Debra Bentson, Senior Workforce Manager, Large-Cap Hospital System


Abstract:
Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

Moderator:

Alpa ShahAlpa Shah
Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member
 

Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience in developing business and volunteer organization strategies; analyzing product, regional, and vertical markets; planning and executing events; sales and marketing; writing growth opportunity insights; and, most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

Panelists Include:

Diana HerronFrancoise Benoit-Betters
Vice President, Merchant Services
First American by Deluxe
 

Why You Should Listen to Francoise:
With over 19 years of Merchant Service experience, Francoise has an extensive knowledge of the credit card processing industry by providing 5-star quality support to over 160,000 merchants. Customer support is essential for cultivating successful, lasting partnerships, and First American by Deluxe’s hard-earned reputation is rooted in care with our highly trained, in-house customer support, installation, PCI compliance and Retention representatives capable and empowered to resolve issues for Partners and Merchants. Included in supporting our merchants, Francoise leads the in-house Deployment facility with 6-12 months of inventory and supplies for our merchants.

 
Debra BentsonDr. Debra Bentson
Senior Workforce Manager
Large-Cap Hospital System
 

Why You Should Listen to Debra:
Debra is a Workforce Management Humanitarian who engages continuous learning and positive psychology to craft and implement Workforce Management strategies and tactics that actively prioritize the well-being of the people they affect.

 

12:00 PM

Content for the 19th Annual Customer Contact West Concludes

CONTACT CENTER SITE TOUR

*Please note participation incurs an additional fee for those other than Customer Engagement Leadership Council members. See registration tab for details.

12:15 PM

Check-In for Tour. Lunch will be provided.

12:30 PM

Shuttle Departs

1:00 PM

Networking Luncheon

2:00 PM

Customer Engagement Leadership Council – Critical Issue Roundtable

2:45 PM

Contact Center Site Tour

4:15 PM

Contact Center Site Tour Concludes and Shuttle Departs for the Hyatt Regency Huntington Beach Resort and Spa

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