Agenda

Blazing New Trails

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. Executing on Your ChatGPT and AI Customer Care Strategy
Zone 2. Building a Toolkit to Empower Your Agents
Zone 3. Putting Your Data to Work for You and Your Customers
Zone 4. Mapping New Pathways to Operational Efficiency

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 19, 2024 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

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

SUNDAY, OCTOBER 20, 2024 | 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.

8:00 AM

Welcome Mimosa Breakfast for Customer Engagement Leadership Council Members

*Please note participation is exclusive to members only. For more information on the council, click here.

9:00 AM

Unwind The Mind: Sunday Networking Activities

2:15 PM

Customer Engagement Leadership Council Annual Meeting

*Please note participation is exclusive to Council members only. For more information on the council, click here.

3:15 PM

Sponsor Workshop

4:45 PM

Sponsor Registration & Orientation Reception

5:00 PM

Customer Engagement Leadership Council Annual Meeting Concludes

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 21, 2024 | GENERAL SESSION AND SOLUTIONS PAVILION

7:45 AM

Registration, Continental Breakfast, and Solutions Pavilion

8:30 AM

KICKOFF AND HEADLINER - Prediction: The Future is Bold, Bumpy…and Boundless!

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

Headliner:

CK 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

9:25 AM

Energizer

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

9:30 AM

Navigating the 20th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange

9:35 AM

Session to Session Travel Time

9:40 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.
 

10:40 AM

Solutions Pavilion, Networking and Refreshments

11:05 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.

11:05 AM

-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 AI and Agent Reassurance

The Fix on Remote is Here to Stay

Chad Anderson, Vendor Manager of Customer Care Operations, Mercedes-Benz USA

Hosted By:

Chad AndersonChad Anderson
Vendor Manager of Customer Care Operations
Mercedes-Benz USA

 

Why You Should Listen to Chad:
Chad has over 25 years of experience in the contact center industry, excelling in developing and managing high-performing teams. His deep knowledge of efficient customer service strategies and innovative technologies has consistently increased customer satisfaction and operational efficiency. Chad’s dedication to continuous improvement and exceptional results makes him a trusted expert in contact center management.

The Fix on Process Improvement

The Fix on Responsible AI Policy and Governance

The Fix on First Call Resolution

11:05 AM

-OR-
 

STRATEGIC DISCUSSIONS: For The Seasoned Practitioner Only

Join this group of veteran customer contact and customer experience executives to discuss high-level decision-making that can significantly impact the customer care organization .

12:20 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.

1:20 PM

Session to Session Travel Time

1:25 PM

Navigating the 20th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange

1:30 PM

EXECUTIVE INSIGHT– Prioritizing Objectives and Modernizing Your Technology

2:00 PM

Session to Session Travel Time

2:05 PM

CONCURRENT COLLABORATION ZONES – THINKTANKS

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

3:30 PM

Solutions Pavilion, Briefing Sessions, Networking and Refreshments

4:15 PM

SUCCESS STORY - Adopting Agile Methodology for Customer Service

Scott Campbell, Senior Vice President, Chief Client Experience and Corporate Communications Officer, American National, Customer Engagement Leadership Council Member

Rockstar Insight:

Scott CampbellScott Campbell
Senior Vice President, Chief Client Experience and Corporate Communications Officer
American National
Customer Engagement Leadership Council Member
 
Why You Should Listen to Scott:
Bio is forthcoming.

4:45 PM

CAPSTONE - Going Beyond Your Tech Tools to Create Value

5:15 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 22, 2024 | GENERAL SESSION AND SOLUTIONS PAVILION

6:30 AM

Early Risers Beachside Run/Walk at Sunrise

Invigorate your body, mind, and soul as you run or walk just feet away from the white sands of Huntington Beach while watching the sun rise over the Pacific. It’s the perfect way to get ready for a great day of content and networking.

6:30 AM

Early Risers Beachside Yoga

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

7:45 AM

Continental Breakfast and Solutions Pavilion

8:30 AM

ICE BREAKER AND HEADLINER – How Did I Get Here in the First Place? Remembering Your Customer Passion and Purpose

9:15 AM

Energizer

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

9:20 AM

Session to Session Travel Time

9:25 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.

10:25 AM

Solutions Pavilion, Networking and Refreshments

Dash into our Pavilion to uncover innovative products and services designed to address the challenges and opportunities you face in your daily tasks and responsibilities.

10:50 AM

ASK THE EXPERTS! Panel Discussion – Do This, Not That: How We’re Using AI and How It’s Working Out

Panelists include:
Ben Narramore, Director of Operations/Service Management, PlayStation

Panelists Include:

Ben NarramoreBen Narramore
Director of Operations/Service Management
PlayStation
 
Why You Should Listen to Ben:
Bio is forthcoming.

11:35 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-

MEET UPS – This is Where You Find Your Peeps!

Like-minded connections include:

  • Customer Experience Executives
  • Regulated Industries
  • Women in Leadership
  • Operations Executives
  • Business–to–Business Contact Centers
  • Meet the Speakers
  • Small Contact Centers (100 Agents or Less)

12:50 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.
 

1:50 PM

Session to Session Travel Time

1:55 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.

2:55 PM

Session to Session Travel Time

3:00 PM

Energizer

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

3:05 PM

EXECUTIVE INSIGHT – NPS: Driving Your Direction or Spinning Your Wheels?

3:30 PM

Solutions Pavilion, Briefing Sessions, Networking and Refreshments

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

4:15 PM

SUCCESS STORY – Upskill Your Agents and Provide the Autonomy to Thrive

4:45 PM

SUCCESS STORY – Cultivating a Four-Generational Workforce

Christopher Lobley, Vice President, Bangor Support Manager, Bangor Savings Bank

Rockstar Insight:

Christopher Lobley   Christopher Lobley
Vice President, Bangor Support Manager
Bangor Savings Bank
 

Why You Should Listen to Christopher:
Bio is forthcoming.

5:20 PM

20th Anniversary Customer Contact West Wild West Olympics Team Captain Reveal

Gather ’round all spirited competitors! The moment we’ve all been waiting for is here – it’s time to choose our Wild West Olympics Team Captains!

Get ready to meet the fearless leaders who will guide us through desert challenges and sun-soaked victories reveal themselves.

5:30 PM

General Session Concludes

It’s time to change gears, take a quick break to recharge, and lace up your sneakers because the games are about to begin!

6:00 PM

20th Anniversary Customer Contact West Wild 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!

Get ready to meet the fearless leaders who will guide us through desert challenges and sun-soaked victories reveal themselves.

8:30 PM

Karaoke After Hours!

WEDNESDAY, OCTOBER 23, 2024 | GENERAL SESSION AND TOUR OF TUCSON ELECTRIC POWER CONTACT CENTER

7:15 AM

Walk and Talk

Invigorate your body, mind, and soul as you take in the expansive views of Tucson Mountain Park, in the heart of the Sonoran Desert. It’s the perfect way to get ready for a great day of content and networking.

8:30 AM

The Tucson Experience: Celebrate Its History and Local Cuisine

9:15 AM

TRAILBLAZER – An Interview with a CX Mover and Shaker

9:55 AM

Energizer

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

10:00 AM

DATA WITH IMPACT– Fueling Decision-Making with Data

10:30 AM

Upside Down Networking Break

11:00 AM

INTERACTIVE – The Masterminds Meetup

Welcome to the World-Famous Masterminds Meetup, a session centered on a give-and-get collaborative exchange with fellow participants. Connect 1:1 with peers who share your challenges to get feedback, recommendations, and answers while reciprocating across the table.

Started a conversation you didn’t finish? Want to meet someone you didn’t have enough time to engage with? Invite them to join you at the Masterminds Meetup! It’s as easy as clicking on their name in the event app and entering “Join me at the Mastermind.”

11:45 AM

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

12:15 PM

Content for the 20th Anniversary Customer Contact West Concludes

TOUR OF TUCSON ELECTRIC POWER CONTACT CENTER

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

 

Tucson Electric Power (TEP)

12:30 PM

Check-In for Contact Center Tour. Lunch will be provided.

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

1:15 PM

Tucson Electric Power Contact Center Site Tour

Tashonda Betts, Customer Contact Center Manager, Tucson Electric Power


Abstract:
Join us at Tucson Electric Power (TEP) for a tour of our new Contact Center and to engage with industry peers regarding the challenges and opportunities to deliver exceptional service.

At Tucson Electric Power, our vision is to be an exceptional energy provider that positively impacts the lives of our employees, customers, and communities. We deliver safe, reliable power to more than 433,000 customers in the Tucson metropolitan area.

Our Contact Center is 18,500 square feet and features many trend-setting design features. The floor plan is designed around a center core that houses the amenities that all Contact Center employees utilize, including a large break room, conference and training rooms, restrooms, and Mom’s room. Focused on delivering a rewarding experience, our CSR’s handle more than 2.1 million calls annually.

Key Take-Aways:

  • Exceed, surpass, and transcend customer expectations by revamping IVR menus for ease of business
  • Providing an omnichannel customer experience with the addition of chat
  • Gaining deeper business insight with improved analytics

Rockstar Insights:

Tashonda BettsTashonda Betts
Customer Contact Center Manager
Tucson Electric Power

 

 Why You Should Listen to Tashonda:

Tashonda is an accomplished subject matter expert in the Utility Industry. She has over 25 years of experience and a deep knowledge of utility processes and how they impact the customer. Tashonda manages a group of approximately 150 employees in multiple facets including Operations, Training, Quality Assurance, Supervision and Customer Service. Her team of employees handle over a million customer phone calls and more than 100,000 customer emails a year. Tashonda maximizes her team’s results through the practices of Shared Leadership, Solution Based Thinking and Pro-achievement. She has also implemented numerous technological and procedural changes to keep abreast within the industry and exceed customers’ needs and expectations.

3:00 PM

Customer Engagement Leadership Council Critical Issue Roundtable on Keeping Pace with Heightened Demands in the Self-Serve Customer Journey

Food and Refreshments that celebrate Tucson, a UNESCO City of Gastronomy – recognizing over 4,000 years of agricultural heritage – will be served.

4:00 PM

Site Tour and Critical Issue Roundtable Conclude

Shuttle Transportation to JW Marriott Starr Pass Provided.

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