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Agenda – West ACTUAL

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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. Truly Optimizing Automation, AI and ChatGPT
Zone 3. Cross-Function Operational Excellence
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

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Schedule-at-a-Glance is based on a previous event and will be 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.

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

*Please note participation is restricted to the Council 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 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

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 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.

Zone 1.
The Technology and Data Driving the Agent Experience
Zone 2.
Agent Assist: How Purina is Raising the Bar on the Metrics that Matter
Zone 3.
Unifying Front Line and Back Office Operations
Zone 4.
Never Stop Optimizing: How to Create Experiences Customers Will Love Today and Tomorrow
Zone 5.
Maximizing Adoption of Self-Serve

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 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

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

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.

Zone 1.
The Humanity Behind Agent Engagement
Zone 2.
Leveraging NLP to Empower Agents in Real Time
Zone 3.
Accelerating Agent Proficiency from Day One!
Zone 4.
Optimizing Customer Experiences: Uniting Humans and Generative AI in Contact Centers
Zone 5.
Four Practical Steps to Improving Self-Service with AI

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

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 EXHIBITION

6:45 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.

6:45 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.

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

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

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.

Zone 1.
Improve the Coach, Improve the Team, Improve the NPS
Zone 2.
Building Future-Ready Conversational AI Capabilities and Implementation Best Practices
Zone 3.
Leverage Real-Time Analytics to Drive Customer Engagement and Value in Your Operations

Zone 4.
Impact Sourcing: Outsourcing to Create WIN-WIN Solutions with Socially Responsible Outcomes

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.
 

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.

Zone 1.
Yes, Your Agents Can Learn Empathy: Bridging the Empathy Gap
Zone 2.
Leveraging Process Automation for Frictionless Digital Journeys
Zone 3.
Structuring Your Process Improvement Mapping

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.

Zone 1.
Making Personalization at Scale…Possible!
Zone 2.
Maximizing Knowledge Management for Agent Effort and Productivity Gain

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

Invigorate your body, mind, and soul as you 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.

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

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

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.

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

CUSTOMER EXPERIENCE SITE TOUR

4:15 PM

Customer Experience Site Tour Concludes and Shuttle Departs for the Hyatt Regency Huntington Beach Resort and Spa