SATURDAY, OCTOBER 21, 2023 | ARRIVAL DAY
7:00 PM
Suggested Arrival Time
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
10:00 AM
Networking Activity
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 23, 2023 | 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 19th Annual 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 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
The Fix on Staying Remote
The Fix on Customer Success Metrics
The Fix on Dealing with Frustrated Customers
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 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
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan, Customer Engagement Leadership Council Member
5:30 PM
Networking Reception
TUESDAY, OCTOBER 24, 2023 | GENERAL SESSION AND EXHIBITION
6:45 AM
Early Risers Run/Walk
6:45 AM
Early Risers 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
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
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
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
8:30 AM
Continental Breakfast and Exhibition
9:00 AM
KICKOFF AND HEADLINER – Delivering Fiscally Responsible Customer Service
9:50 AM
Energizer
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
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
12:00 PM
Content for the 19th Annual Customer Contact West Concludes
CONTACT CENTER SITE TOUR
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
OCTOBER 22
OCTOBER 23
OCTOBER 24
OCTOBER 25