AGENDA

Interactive & Highly Collaborative Content

For further information or to register, call Adam Geiger at 1-305-807-8134, or email him at Adam.Geiger@frost.com

Customize Your Agenda! Stay the Course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone

26oct7:00 PMFeaturedSaturday, October 26, 2019ARRIVAL DAY | Arrive Saturday to participate in Sunday’s Wine Tour & Tasting.7:00 PM

26oct7:00 PMSuggested Arrival TimeArrive Saturday to participate in Sunday’s Wine Tour & Tasting.7:00 PM

27oct10:00 AM7:30 PMFeaturedSunday, October 27, 2019NETWORKING DAY | Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.
10:00 AM - 7:30 PM

27oct10:00 AMWine Tour & TastingHosted by: SmartAction10:00 AM

27oct3:00 PMCustomer Engagement Leadership Council Mixer and Annual Meeting*Please note participation is restricted to Council Members only.3:00 PM

27oct3:15 PMSponsor Workshop
3:15 PM

27oct4:45 PMSponsor Registration & Orientation Reception
4:45 PM

27oct6:00 PMPresenter & Thought Leader Orientation
6:00 PM

27oct6:45 PMMeet ‘n’ Greet
6:45 PM

27oct7:30 PMWelcome Networking Reception & Event KickoffHosted by: PTP, Datamark7:30 PM

28oct7:30 AM6:00 PMFeaturedMonday, October 28, 2019GENERAL SESSION, EXHIBITION7:30 AM - 6:00 PM

28oct7:30 AMRegistration, Continental Breakfast, and ExhibitionRegistration Items Hosted By: Cicero, Five9 & NWN | Featured Demonstration Hosted By: Aceyus7:30 AM

28oct8:15 AMWelcome and HeadlinerLeadership for the Digital Future8:15 AM Zone:General Session Headliner: Gary Magenta, Senior Vice President, Customer Experience, Root

28oct9:10 AMNavigating the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange9:10 AM

28oct9:20 AMBest PracticeBuilding Out Your Tool Set9:20 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS Zone:General Session

28oct9:50 AMNetworking, Refreshment and Exhibition BreakFeatured Demonstration Hosted By: Upstream Works9:50 AM

28oct10:20 AMFeaturedCONCURRENT COLLABORATION ZONES - Choose One of the Following ZonesThe Strategic Boardroom and Case Histories
Case Histories explore a specific use case and include informal conversations that draw up on the experience and expertise of the featured executive and participants.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
10:20 AM

28oct10:20 AMGaining Top Down Support for the Digital Future of Customer CareThe Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.10:20 AM Rockstar Insights: Gary Magenta, Senior Vice President, Customer Experience, Root Zone:1. Strategic Boardroom

28oct10:20 AMCase History: Employee Experience – Leveraging Data to Drive Down Employee EffortCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES | Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:2. Analytics in Action Fab Facilitator: Neil Crane, Vice President, IT and Product, Cicero

28oct10:20 AMCase History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and ProductivityCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:3. Agents, Automation, and AI

28oct10:20 AMCase History: Global BPO Pricing Trends and ModelsCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:4. Efficiency and Effectiveness in the Contact Center Fab Facilitator: Corey Kotlarz, Chief Executive Officer, Outsource Consultants

28oct10:20 AMCase History: Integrating Mobile App Support in the Customer JourneyCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:5. The Integrated Customer Journey

28oct10:20 AMCase History: Measuring the Cross Channel Customer ExperienceCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES CUSTOMIZE YOUR AGENDA! STAY THE COURSE WITH ONE ZONE OR BOUNCE AROUND TO OTHERS.
ALL COLLABORATION ZONES ARE POWER-POINT FREE, PARTICIPANT-DRIVEN DISCUSSIONS FEATURING CREATIVE THINKING AND IDEA GENERATION.
10:20 AM Rockstar Insights: Michael Zurat, Director, Engagement Solutions, Cognosante Zone:6. Enhancing the Customer Experience Fab Facilitator: Danielle Morales, Enterprise Account Executive, Talkdesk

28oct11:20 AMSession to Session Travel Time
11:20 AM

28oct11:25 AMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One11:25 AM Zone:General Session

28oct11:25 AMFROST & SULLIVAN VISIONARY INSIGHT – Why People Must be a Critical Aspect of Every Digital TransformationConcurrent sessions | Choose One11:25 AM Zone:General Session

28oct11:45 AMExecutive Presentation and Crowdsource - Budget Optimization: Ideas for Driving Out Cost in the Contact Center11:45 AM Rockstar Insights: Nigel Henry, Director, Customer Experience & Compliance, Pizza Hut Zone:General Session

28oct12:40 PMFood For Thought Luncheon - Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, Datamark, sitel12:40 PM

28oct1:40 PMSession to Session Travel Time
1:40 PM

28oct1:45 PMFeaturedCONCURRENT COLLABORATION ZONES - Choose One of the Following ZonesThe Strategic Boardroom and Roundtables
Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and the exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
1:45 PM

28oct1:45 PMGetting Ahead of the Game: Early Adopter vs. Fast FollowerChoose one of the following zones | The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to
encourage maximum participant interaction.
1:45 PM Rockstar Insights: Gabriele Masili, Chief Technology Officer, Customer Service and Support, Microsoft Zone:1. Strategic Boardroom

28oct1:45 PMRoundtable: Leveraging Data for Customized InteractionsChoose one of the following zones1:45 PM Zone:2. Analytics in Action Fab Facilitator: Tony Iero, General Manager, Digital Solutions, VHT

28oct1:45 PMRoundtable: 3 Things I Hate About My CRM1:45 PM Zone:3. Agents, Automation, and AI Fab Facilitator: Fred Lee, Chief Technology Officer, Cars.com Co-Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP

28oct1:45 PMRoundtable: Connecting VOC with Operational DriversChoose one of the following zones1:45 PM Zone:4. Efficiency and Effectiveness in the Contact Center Fab Facilitator: Sandy Ellis, Global Vice President, Sitel

28oct1:45 PMRoundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key ConsiderationsChoose one of the following zones1:45 PM Zone:5. The Integrated Customer Journey Fab Facilitator: Rob McDougall, Chief Executive Officer, Upstream Works

28oct1:45 PMRoundtable: Employee Experience (EX) – Unlocking a Better Customer ExperienceChoose one of the following zones1:45 PM Rockstar Insights: Jacob Britt, Senior Manager, Business Development, Aceyus Zone:6. Enhancing the Customer Experience Fab Facilitator: Sharon Bradbury, Experience Manager, Customer Service & Support – Tools & Technology, Microsoft Co-Fab Facilitator: Kim Hall, GWFO Director and Ops Senior Function Group Manager, Citigroup

28oct3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

28oct3:10 PMFeaturedCONCURRENT SESSIONSChoose one of the following concurrent sessions:3:10 PM

28oct3:10 PMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One3:10 PM Zone:General Session

28oct3:10 PMTHE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesConcurrent sessions | Choose One3:10 PM Zone:General Session

28oct5:00 PMSuccess StoryCreating a CX Task Force5:00 PM Rockstar Insights: Teddi Burress, Senior Consultant, Customer Experience, Nationwide Zone:General Session

28oct5:27 PMThe CC Awards - Rewarding Excellence, Culture and Team SpiritLet’s kick off the evening with a bang! 5:27 PM

28oct6:00 PMTruth or DareNETWORKING RECEPTION6:00 PM

29oct6:45 AM6:00 PMFeaturedTuesday, October 29, 2019GENERAL SESSION AND EXHIBITION6:45 AM - 6:00 PM

29oct6:45 AMEarly Risers Run/WalkCalling all walkers, joggers and runners! 6:45 AM

29oct6:45 AMBeach YogaCalling all yogis! 6:45 AM

29oct8:00 AMContinental Breakfast and ExhibitionFeatured Demonstration Hosted By: Bold3608:00 AM

29oct8:45 AMIce Breaker and HeadlinerEmbracing the Workforce of the Future8:45 AM Zone:General Session Headliner: Anne Bibb, Senior Director, Customer Care, Hilton

29oct9:45 AMFrost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:45 AM

29oct9:50 AMAsk the Experts! Panel DiscussionSocializing CX Across the Organization9:50 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS

29oct10:40 AMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Aspect10:40 AM

28oct11:25 AMFeaturedCONCURRENT COLLABORATION ZONES - Choose One of the Following ZonesThe Strategic Boardroom and Roundtables
Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and the exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
11:25 AM

29oct11:25 AMMeeting the Unique Challenges of the Enterprise Contact CenterCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Rockstar Insights: Jared Benesh, Executive Director, Product, Quicken Loans Zone:1. Strategic Boardroom

29oct11:25 AMRoundtable: STOP Admiring the Problem – and START Driving Real Value with AnalyticsCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Zone:2. Analytics in Action Fab Facilitator: Paul Ignasinski, Senior Vice President, CX & Digital Transformation Consulting, TTEC Digital

29oct11:25 AMRoundtable: Integrating Conversational AI into the Call Center EnvironmentCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Zone:3. Agents, Automation, and AI Fab Facilitator: Dan Fox, Vice President, Emerging Markets, SmartAction Co-Fab Facilitator: Chris Gillen, Vice President, Operations, Purchasing Power

29oct11:25 AMRoundtable: Technology Integration: Closing Operational Silos at the Business LevelCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Zone:4. Efficiency and Effectiveness in the Contact Center Fab Facilitator: Will McLaughlin, Senior Manager Solution Leads, North America, Genesys

29oct11:25 AMRoundtable: Delivering Personalized Care Across ChannelsCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Zone:5. The Integrated Customer Journey

29oct12:25 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted by: VHT, ttec, callzilla12:25 PM

29oct1:30 PMSession to Session Travel Time
1:30 PM

29oct1:35 PMFeaturedCONCURRENT COLLABORATION ZONES - Choose One of the Following ZonesThe Strategic Boardroom and ThinkTanks
ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

The Strategic Boardroom engages participants in high level debate and discussion around preparing the C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
1:35 PM

29oct1:35 PMIf I Only Knew Then What I Know NowCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Rockstar Insights: Jerry Leisure, Vice President, Customer Success, Forte Labs Zone:1. Strategic Boardroom

29oct1:35 PMThinkTank: Data Driven Customer ExperienceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Zone:2. Analytics in Action Fab Facilitator: Parikshit (PK) Kalra, Senior Vice President, Solutions & Capabilities, HGS

29oct1:35 PMThinkTank: RPA – Efficiency in Operations and Customer ExperienceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Zone:3. Agents, Automation, and AI Fab Facilitator: Deb Schweizer, Senior Vice President, Global Business Solutions, Teleperformance

29oct1:35 PMThinkTank: Equipping Your Agents to Deliver Proactive, End-to-End ServiceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Zone:4. Efficiency and Effectiveness in the Contact Center Fab Facilitator: Andrew Papparides, Head of Support Strategy, ServiceNow

29oct1:35 PMThinkTank: Strategic Mapping of an Integrated Self-Serve JourneyCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Zone:5. The Integrated Customer Journey Fab Facilitator: Mary McKenna, Director, Product Management, Interactions

29oct3:05 PMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Interactions3:05 PM

29oct3:50 PMFeaturedCONCURRENT COLLABORATION ZONES - Choose One of the Following ZonesBEST 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.
3:50 PM

29oct3:50 PMTransitioning from Bot to Live ChatCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Zone:1. Strategic Boardroom Fab Facilitator: Lisa Diehl, Consumer Advocacy, Global Retail Division, North America Consumer, Blue Diamond Co-Fab Facilitator: Neal Topf, President, Callzilla

29oct3:50 PMCapture, Analyze, Optimize: Your Employee Analytics Journey from the Call Center Floor to the Boardroom CONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Zone:2. Analytics in Action Fab Facilitator: Brent Stevenson, Senior Vice President, Sales & Marketing, 24/7 Intouch

29oct3:50 PMBest Practice: How AI Is Helping to Create Empowered and Efficient Support TeamsCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Zone:3. Agents, Automation, and AI Fab Facilitator: Chris Savio, Senior Product Marketing Manager, Bold360 by LogMeIn

29oct3:50 PMBest Practice: Six Sigma: Process Improvement in the Contact CenterCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Zone:4. Efficiency and Effectiveness in the Contact Center

29oct4:50 PMSession to Session Travel Time
4:50 PM

29oct4:55 PMSuccess StoryHiring for Staying Power and Brand Fit4:55 PM Rockstar Insights: Regan Heckethorn, Vice President, Operations, Allegiant Air Zone:General Session

29oct4:55 PMSuccess StoryContinuous Improvement of the Customer Experience4:55 PM Rockstar Insights: Kal Kuchimanchi, Director, Global Planning & Programs, Uber Zone:General Session

29oct5:30 PMGeneral Session Concludes5:30 PM

29oct6:00 PM15th Anniversary Customer Contact Wild West Olympics & CookoutGear up for a night of Olympic games with Western flair6:00 PM

30oct7:15 AM4:30 PMFeaturedWednesday, October 30, 2019GENERAL SESSION, EXHIBITION AND SITE TOUR7:15 AM - 4:30 PM

30oct7:15 AMBeach YogaCalling all yogis! 7:15 AM

30oct7:15 AMContinental Breakfast and ExhibitionFeatured Demonstration Hosted by: Bucher + Suter7:15 AM

30oct9:10 AMKickoff and HeadlinerCustomer Trust and Its Enabling Technologies9:10 AM Zone:General Session Headliner: Kandy White, Senior Vice President, Head of Global Operations, Altisource

30oct9:55 AMExecutive InsightMapping Root Cause for Proactive Solution9:55 AM Rockstar Insights: Aisha Ponds, Director, Stakeholder Escalations, BlueCross BlueShield of North Carolina Zone:General Session

30oct10:25 AMNetworking, Refreshment and Exhibition BreakFeatured Demonstration Hosted By: Talkdesk10:25 AM

30oct10:55 AMEmerging ChannelCustomer Experience Measurement 10:55 AM Rockstar Insights: Katrina Schiedemeyer, Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation Zone:General Session

30oct11:45 AMInsights and Ideas RoundupThe Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program11:45 AM Rockstar Insights: Alpa Shah, Vice President, Digital Transformation, Frost & Sullivan Zone:General Session

30oct12:00 PMContent for the 15th Anniversary Customer Contact West Concludes12:00 PM

30oct1:00 PMContact Center Site Tour - Bank of AmericaShuttle Check In. Lunch will be provided.1:00 PM

30oct3:30 PMCustomer Engagement Leadership Council Executive Roundtable3:30 PM

30oct4:30 PMSite Tour and Executive Roundtable ConcludeShuttle Transportation to Huntington Beach Resort & Spa Provided4:30 PM

NETWORKING DAY
Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.

Customize Your Agenda! Stay the Course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone

27oct10:00 AMWine Tour & TastingHosted by: SmartAction10:00 AM

27oct3:00 PMCustomer Engagement Leadership Council Mixer and Annual Meeting*Please note participation is restricted to Council Members only.3:00 PM

27oct3:15 PMSponsor Workshop
3:15 PM

27oct4:45 PMSponsor Registration & Orientation Reception
4:45 PM

27oct6:00 PMPresenter & Thought Leader Orientation
6:00 PM

27oct6:45 PMMeet ‘n’ Greet
6:45 PM

27oct7:30 PMWelcome Networking Reception & Event KickoffHosted by: PTP, Datamark7:30 PM

GENERAL SESSION, EXHIBITION

Customize Your Agenda! Stay the Course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone

28oct7:30 AMRegistration, Continental Breakfast, and ExhibitionRegistration Items Hosted By: Cicero, Five9 & NWN | Featured Demonstration Hosted By: Aceyus7:30 AM

28oct8:15 AMWelcome and HeadlinerLeadership for the Digital Future8:15 AM Zone:General Session Headliner: Gary Magenta, Senior Vice President, Customer Experience, Root

28oct9:10 AMNavigating the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange9:10 AM

28oct9:20 AMBest PracticeBuilding Out Your Tool Set9:20 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS Zone:General Session

28oct9:50 AMNetworking, Refreshment and Exhibition BreakFeatured Demonstration Hosted By: Upstream Works9:50 AM

28oct10:20 AMFeaturedCONCURRENT COLLABORATION ZONES - Choose One of the Following ZonesThe Strategic Boardroom and Case Histories
Case Histories explore a specific use case and include informal conversations that draw up on the experience and expertise of the featured executive and participants.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
10:20 AM

28oct10:20 AMGaining Top Down Support for the Digital Future of Customer CareThe Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.10:20 AM Rockstar Insights: Gary Magenta, Senior Vice President, Customer Experience, Root Zone:1. Strategic Boardroom

28oct10:20 AMCase History: Employee Experience – Leveraging Data to Drive Down Employee EffortCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES | Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:2. Analytics in Action Fab Facilitator: Neil Crane, Vice President, IT and Product, Cicero

28oct10:20 AMCase History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and ProductivityCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:3. Agents, Automation, and AI

28oct10:20 AMCase History: Global BPO Pricing Trends and ModelsCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:4. Efficiency and Effectiveness in the Contact Center Fab Facilitator: Corey Kotlarz, Chief Executive Officer, Outsource Consultants

28oct10:20 AMCase History: Integrating Mobile App Support in the Customer JourneyCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others.
All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.
10:20 AM Zone:5. The Integrated Customer Journey

28oct10:20 AMCase History: Measuring the Cross Channel Customer ExperienceCHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES CUSTOMIZE YOUR AGENDA! STAY THE COURSE WITH ONE ZONE OR BOUNCE AROUND TO OTHERS.
ALL COLLABORATION ZONES ARE POWER-POINT FREE, PARTICIPANT-DRIVEN DISCUSSIONS FEATURING CREATIVE THINKING AND IDEA GENERATION.
10:20 AM Rockstar Insights: Michael Zurat, Director, Engagement Solutions, Cognosante Zone:6. Enhancing the Customer Experience Fab Facilitator: Danielle Morales, Enterprise Account Executive, Talkdesk

28oct11:20 AMSession to Session Travel Time
11:20 AM

28oct11:25 AMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One11:25 AM Zone:General Session

28oct11:25 AMFROST & SULLIVAN VISIONARY INSIGHT – Why People Must be a Critical Aspect of Every Digital TransformationConcurrent sessions | Choose One11:25 AM Zone:General Session

28oct11:45 AMExecutive Presentation and Crowdsource - Budget Optimization: Ideas for Driving Out Cost in the Contact Center11:45 AM Rockstar Insights: Nigel Henry, Director, Customer Experience & Compliance, Pizza Hut Zone:General Session

28oct12:40 PMFood For Thought Luncheon - Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, Datamark, sitel12:40 PM

28oct1:40 PMSession to Session Travel Time
1:40 PM

28oct1:45 PMFeaturedCONCURRENT COLLABORATION ZONES - Choose One of the Following ZonesThe Strategic Boardroom and Roundtables
Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and the exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
1:45 PM

28oct1:45 PMGetting Ahead of the Game: Early Adopter vs. Fast FollowerChoose one of the following zones | The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to
encourage maximum participant interaction.
1:45 PM Rockstar Insights: Gabriele Masili, Chief Technology Officer, Customer Service and Support, Microsoft Zone:1. Strategic Boardroom

28oct1:45 PMRoundtable: Leveraging Data for Customized InteractionsChoose one of the following zones1:45 PM Zone:2. Analytics in Action Fab Facilitator: Tony Iero, General Manager, Digital Solutions, VHT

28oct1:45 PMRoundtable: 3 Things I Hate About My CRM1:45 PM Zone:3. Agents, Automation, and AI Fab Facilitator: Fred Lee, Chief Technology Officer, Cars.com Co-Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP

28oct1:45 PMRoundtable: Connecting VOC with Operational DriversChoose one of the following zones1:45 PM Zone:4. Efficiency and Effectiveness in the Contact Center Fab Facilitator: Sandy Ellis, Global Vice President, Sitel

28oct1:45 PMRoundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key ConsiderationsChoose one of the following zones1:45 PM Zone:5. The Integrated Customer Journey Fab Facilitator: Rob McDougall, Chief Executive Officer, Upstream Works

28oct1:45 PMRoundtable: Employee Experience (EX) – Unlocking a Better Customer ExperienceChoose one of the following zones1:45 PM Rockstar Insights: Jacob Britt, Senior Manager, Business Development, Aceyus Zone:6. Enhancing the Customer Experience Fab Facilitator: Sharon Bradbury, Experience Manager, Customer Service & Support – Tools & Technology, Microsoft Co-Fab Facilitator: Kim Hall, GWFO Director and Ops Senior Function Group Manager, Citigroup

28oct3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

28oct3:10 PMFeaturedCONCURRENT SESSIONSChoose one of the following concurrent sessions:3:10 PM

28oct3:10 PMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One3:10 PM Zone:General Session

28oct3:10 PMTHE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesConcurrent sessions | Choose One3:10 PM Zone:General Session