SATURDAY, OCTOBER 19, 2024 | ARRIVAL DAY
7:00 PM
Suggested Arrival Time
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.
Unwind the Mind: Sunday Networking Choices
9:30 AM
Sailing Excursion
Come SAIL AWAY with us! Join us on a state-of-the-art yacht as we bask in the beautiful Southern California rays. Cruise to the tunes of Jimmy Buffet and make new friends during an innovative game that will keep you on your toes! Unforgettable views & new friendships are guaranteed. Transportation, food, and beverages included.
10:00 AM
Electric Bike & Craft Brew Tasting
It’s going to be a BREW-tiful day! Let the fresh air and cool sites wow you during fun biking & craft beer sampling. We will enjoy a variety of beers and delight in tasty bites at a local hotspot in Orange County. Don’t miss out on this hoppin’ good time! Transportation, food, and beverages included.
2:15 PM
Customer Engagement Leadership Council Annual Meeting
3:15 PM
Sponsor Workshop
4:45 PM
Sponsor Registration & Orientation Reception
6:00 PM
Presenter & Featured Thought Leader Orientation
6:45 PM
Participant Meet ‘n’ Greet
7:30 PM
Welcome Networking Reception & Event Kickoff
MONDAY, OCTOBER 21, 2024 | GENERAL SESSION AND EXHIBITION
7:45 AM
Registration, Continental Breakfast, and Exhibition
8:30 AM
KICKOFF AND HEADLINER – Five Questions You Should be Asking Your Employees
9:15 AM
Energizer
9:20 AM
EXECUTIVE INSIGHT– Making a Direct Connection between Customer Care and Corporate Strategic Goals
9:45 AM
Navigating the 20th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange
9:50 AM
Networking, Refreshment, and Exhibition Break
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
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 four 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
The Fix on Staying Remote
The Fix on Delivering Customer Care in Regulated Environments
12:35 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:35 PM
Session to Session Travel Time
1:40 PM
Navigating the 20th Anniversary 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
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
CAPSTONE - Strategic Agility for ROI: Delivering Transformative CX & Sustained Innovation
5:30 PM
Networking Reception
TUESDAY, OCTOBER 22, 2024 | GENERAL SESSION AND EXHIBITION
6:45 AM
Early Risers Beachside Run/Walk at Sunrise
6:45 AM
Early Risers Beachside Yoga
8:00 AM
Continental Breakfast and Exhibition
8:45 AM
ICE BREAKER AND HEADLINER – Shock, Awe, and AI
9:35 AM
SUCCESS STORY – Mapping Your Digitally Focused Operating Model
9:55 AM
Energizer
10:00 AM
ASK THE EXPERTS! Panel Discussion – Strategy and Tactics for the Road to Digitalization: Surprising Lessons from My Digital Transformation Journey
10:45 AM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
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
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
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
20th Anniversary 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 23, 2024 | GENERAL SESSION, EXHIBITION AND CONTACT CENTER SITE TOUR
7:15 AM
Early Risers Beachside Walk @ Sunrise
It’s the perfect way to get ready for a great day of content and networking.
8:30 AM
Continental Breakfast and Exhibition
9:00 AM
KICKOFF AND HEADLINER - Taking the Customer Experience to the Next Level
9:35 AM
EXECUTIVE BULLETIN - Delivering Fiscally Responsible Customer Service
9:55 AM
Energizer
10:00 AM
EXECUTIVE INSIGHT– Involving Your Agents in Efficiency Solutions
10:30 AM
Networking, Refreshment, and Exhibition Break
11:00 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
12:00 PM
Content for the 20th Anniversary Customer Contact West Concludes
12:15 PM
Check-In for Customer Experience Site Tour. Lunch will be provided.
CUSTOMER EXPERIENCE SITE TOUR
4:15 PM
OCTOBER 20
OCTOBER 21
OCTOBER 22
OCTOBER 23