AGENDA

Interactive & Highly Collaborative Content

Our 2020 program is in development. The content you see below is from our 2019 program.
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For further information or to register, call Adam Geiger at 1-305-807-8134, or email him at events.us@frost.com

FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.

17oct7:00 AMFeaturedSaturday, October 17, 2020GENERAL SESSION AND EXHIBITION7:00 AM

18oct7:00 PMSuggested Arrival TimeArrive Saturday to participate in Sunday’s Wine Tour & Tasting.7:00 PM

18oct10:00 AM7:30 AMFeaturedSunday, October 18, 2020NETWORKING 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 AM

18oct10:00 AMWine Tour & TastingHosted by: SmartAction10:00 AM

18oct2:45 PMCustomer Engagement Leadership Council Mixer and Annual MeetingPlease note: Restricted to Council Members Only. 2:45 PM

18oct3:15 PMSponsor Workshop
3:15 PM

18oct4:45 PMSponsor Registration & Orientation Reception
4:45 PM

18oct6:00 PMPresenter & Thought Leader Orientation
6:00 PM

18oct6:45 PMMeet ‘n’ Greet
6:45 PM

18oct7:30 PMWelcome Networking Reception & Event KickoffHosted by: PTP, Datamark7:30 PM

19oct7:30 AM6:00 PMFeaturedMonday, October 19, 2020GENERAL SESSION, EXHIBITION7:30 AM - 6:00 PM

19oct7:30 AMRegistration, Continental Breakfast, and ExhibitionRegistration Items Hosted By: Cicero, Five9 & NWN | Featured Demonstration Hosted By: Aceyus7:30 AM

19oct8:15 AMWelcome and HeadlinerLeadership for the Digital Future8:15 AM Headliner: Gary Magenta, Senior Vice President, Customer Experience, Root

19oct9:10 AMNavigating the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange9:10 AM

19oct9:20 AMBest PracticeBuilding Out Your Tool Set9:20 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS

19oct9:50 AMNetworking, Refreshment and Exhibition BreakFeatured Demonstration Hosted By: Upstream Works9:50 AM

19oct10:20 AMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

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

19oct10:20 AMGaining Top Down Support for the Digital Future of Customer CareChoose one of the following zones | The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to
encourage maximum participant interaction.
10:20 AM Fab Facilitator: Gary Magenta, Senior Vice President, Customer Experience, Root

19oct10:20 AMCase History: Employee Experience – Leveraging Data to Drive Down Employee EffortChoose one of the following zones10:20 AM Fab Facilitator: Todd Sherin, Chief Revenue Officer, Cicero

19oct10:20 AMCase History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and ProductivityChoose one of the following zones10:20 AM Rockstar Insights: Anthony Banks, Senior Manager, Operations, Allstate Roadside Services Fab Facilitator: Matthew Storm, Vice President, Global Marketing, Jacada

19oct10:20 AMCase History: Global BPO Pricing Trends and ModelsChoose one of the following zones10:20 AM Fab Facilitator: Corey Kotlarz, Chief Executive Officer, Outsource Consultants

19oct10:20 AMCase History: Integrating Mobile App Support in the Customer JourneyChoose one of the following zones10:20 AM Rockstar Insights: Jake Petersen, Former Vice President, Operations, MoviePass Fab Facilitator: Eric Vermillion, Chief Revenue Officer, Helpshift

19oct10:20 AMCase History: Measuring the Cross Channel Customer ExperienceChoose one of the following zones10:20 AM Rockstar Insights: Michael Zurat, Director, Engagement Solutions, Cognosante Fab Facilitator: Mark Hertel, Regional Vice President, Talkdesk

19oct11:20 AMSession to Session Travel Time
11:20 AM

19oct11:25 AMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One11:25 AM

19oct11:25 AMFROST & SULLIVAN VISIONARY INSIGHT – Why People Must be a Critical Aspect of Every Digital TransformationConcurrent sessions | Choose One11:25 AM Rockstar Insights: Alpa Shah, Vice President, Digital Transformation, Frost & Sullivan

19oct11:45 AMExecutive Presentation - AI-Powered Automation for Voice and Chat Bots: Use Cases in the Contact Center11:45 AM Rockstar Insights: Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

19oct12:40 PMFood For Thought Luncheon - Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, Datamark, sitel12:40 PM

19oct1:40 PMSession to Session Travel Time
1:40 PM

19oct1:45 PMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

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

19oct1:45 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

19oct1:45 PMRoundtable: Leveraging Data for Customized InteractionsChoose one of the following zones1:45 PM Fab Facilitator: Tony Iero, General Manager, Digital Solutions, VHT

19oct1:45 PMRoundtable: 3 Things I Hate About My CRMChoose one of the following zones1:45 PM Fab Facilitator: Fred Lee, Chief Technology Officer, Cars.com Co-Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP

19oct1:45 PMRoundtable: Connecting VOC with Operational DriversChoose one of the following zones1:45 PM Fab Facilitator: Sandy Ellis, Global Vice President, Sitel

19oct1:45 PMRoundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key Considerations (Copy)Choose one of the following zones1:45 PM Fab Facilitator: Rob McDougall, Chief Executive Officer, Upstream Works

19oct1:45 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 Fab Facilitator: Sharon Bradbury, Experience Manager, Customer Service & Support – Tools & Technology, Microsoft

19oct3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

19oct3:10 PMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
3:10 PM

19oct3:10 PMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One3:10 PM

19oct3:10 PMTHE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesConcurrent sessions | Choose One3:10 PM

19oct5:00 PMSuccess StoryCreating a CX Task Force5:00 PM Rockstar Insights: Teddi Burress, Senior Consultant, Customer Experience, Nationwide

19oct5:27 PMThe CC Awards - Rewarding Excellence, Culture and Team SpiritLet’s kick off the evening with a bang! 5:27 PM

19oct6:00 PMTruth or DareNETWORKING RECEPTION6:00 PM

20oct6:45 AMFeaturedTuesday, October 20, 2020GENERAL SESSION AND EXHIBITION6:45 AM

20oct6:45 AM11:50 PMEarly Risers Run/WalkCalling all walkers, joggers and runners! 6:45 AM - 11:50 PM

20oct6:45 AMBeach YogaCalling all yogis! 6:45 AM

20oct8:00 AMContinental Breakfast and ExhibitionFeatured Demonstration Hosted By: Bold3608:00 AM

20oct8:45 AMIce Breaker and HeadlinerCustomer Trust and Its Enabling Technologies8:45 AM Headliner: Kandy White, Senior Vice President, Head of Global Operations, Altisource

20oct9:45 AMFrost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition9:45 AM

20oct9:50 AMAsk the Experts! Panel DiscussionSocializing CX Across the Organization9:50 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS

19oct10:40 AMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: UpstreamWorks10:40 AM

20oct11:25 AMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

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

20oct11:25 AMStrategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact CenterCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Fab Facilitator: Kandy White, Senior Vice President, Operations, Altisource

20oct11:25 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 Fab Facilitator: Barbara Wingle, Vice President, Strategic Marketing & Analytics, TTEC

20oct11:25 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 Fab Facilitator: Brian Morin, Chief Marketing Officer, SmartAction Co-Fab Facilitator: Tiffany Anderson, Director of CX Process/Initiatives, Purchasing Power

20oct11:25 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 Fab Facilitator: Will McLaughlin, Senior Manager Solution Leads, North America, Genesys

20oct11:25 AMRoundtable: Delivering Personalized Care Across ChannelsCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables | Choose one of the following zones:11:25 AM Fab Facilitator: Michael Kropidlowski, Director Product Marketing, Aspect

20oct12:25 PMFood for Thought Luncheon – Networking Roundtables Hosted by Industry LeadersHosted by: VHT, ttec, callzilla12:25 PM

20oct1:30 PMSession to Session Travel Time
1:30 PM

20oct1:35 PMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

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

20oct1:35 PMStrategic Boardroom: If I Only Knew Then What I Know NowCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Fab Facilitator: Jerry Leisure, Chief Executive Officer, Officium Labs

20oct1:35 PMThinkTank: Data Driven Customer ExperienceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Fab Facilitator: Parikshit (PK) Kalra, Senior Vice President, Solutions & Capabilities, HGS

20oct1:35 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 Fab Facilitator: Andrew Papparides, Head of Support Strategy, ServiceNow

20oct1:35 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 Fab Facilitator: Lisa Michaud, Senior Product Manager, Interactions LLC

20oct3:05 PMBriefing Sessions, Networking, Refreshments, and Exhibition BreakFeatured Demonstration Hosted By: Interactions3:05 PM

20oct3:50 PMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
3:50 PM

20oct3:50 PMTransitioning from Bot to Live ChatCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Fab Facilitator: Lisa Diehl, Consumer Advocacy, Global Retail Division, North America Consumer, Blue Diamond Co-Fab Facilitator: Neal Topf, President, Callzilla

20oct3:50 PMCapture, Analyze, Optimize: Your Employee Analytics Journey from the Call Center Floor to the BoardroomCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Fab Facilitator: Brent Stevenson, Senior Vice President, Sales & Marketing, 24/7 Intouch

20oct3:50 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 Fab Facilitator: Chris Savio, Senior Product Marketing Manager, Bold360 by LogMeIn

20oct3:50 PMBest Practice: Six Sigma: Process Improvement in the Contact CenterCONCURRENT COLLABORATION ZONES – BEST PRACTICES| Choose one of the following zones:3:50 PM Co-Fab Facilitator: Dominique Jaritz, Chief Executive Officer, ThinkOwl Japan | Nina Brown, Vice President, Client Solutions, Datamark

20oct4:50 PMSession to Session Travel Time
4:50 PM

20oct4:55 PMSuccess StoryContinuous Improvement of the Customer Experience4:55 PM Rockstar Insights: Kal Kuchimanchi, Director, Global Planning & Programs, Uber

20oct4:55 PMSuccess StoryHiring for Staying Power and Brand Fit4:55 PM Rockstar Insights: Regan Heckethorn, Vice President, Operations, Allegiant Air

20oct5:30 PMGeneral Session Concludes5:30 PM

20oct6:00 PM15th Anniversary Customer Contact Wild West Olympics & CookoutGear up for a night of Olympic games with Western flair6:00 PM

21oct7:15 AMFeaturedWednesday, October 21, 20207:15 AM

21oct7:15 AMBeach YogaCalling all yogis! 7:15 AM

21oct8:30 AMContinental Breakfast and ExhibitionFeatured Demonstration Hosted by: Bucher + Suter8:30 AM

21oct9:10 AMKickoff and HeadlinerPlaying Offense: How the Power of Purpose Inspires Peak Performance9:10 AM Headliner: Paul Epstein, Executive Coach & Organizational Consultant, Chapman & Co.

21oct9:55 AMExecutive InsightMapping Root Cause for Proactive Solution9:55 AM Rockstar Insights: Aisha Ponds, Director, Stakeholder Escalations, BlueCross BlueShield of North Carolina

21oct10:25 AMNetworking, Refreshment and Exhibition BreakFeatured Demonstration Hosted By: Talkdesk10:25 AM

21oct10:55 AMEmerging ChannelCustomer Experience Measurement 10:55 AM Rockstar Insights: Katrina Schiedemeyer, Senior Engineer of Global Procurement & Supply Chain, Oshkosh Corporation

21oct11:45 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

21oct12:00 PMContent for the 15th Anniversary Customer Contact West Concludes12:00 PM

21oct1:00 PMContact Center Site Tour - Bank of AmericaShuttle Check In. Lunch will be provided.1:00 PM

21oct3:30 PMCustomer Engagement Leadership Council Executive Roundtable3:30 PM

21oct4:30 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.

FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.

18oct10:00 AMWine Tour & TastingHosted by: SmartAction10:00 AM

18oct2:45 PMCustomer Engagement Leadership Council Mixer and Annual MeetingPlease note: Restricted to Council Members Only. 2:45 PM

18oct3:15 PMSponsor Workshop
3:15 PM

18oct4:45 PMSponsor Registration & Orientation Reception
4:45 PM

18oct6:00 PMPresenter & Thought Leader Orientation
6:00 PM

18oct6:45 PMMeet ‘n’ Greet
6:45 PM

18oct7:30 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.

FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.

19oct7:30 AMRegistration, Continental Breakfast, and ExhibitionRegistration Items Hosted By: Cicero, Five9 & NWN | Featured Demonstration Hosted By: Aceyus7:30 AM

19oct8:15 AMWelcome and HeadlinerLeadership for the Digital Future8:15 AM Headliner: Gary Magenta, Senior Vice President, Customer Experience, Root

19oct9:10 AMNavigating the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange9:10 AM

19oct9:20 AMBest PracticeBuilding Out Your Tool Set9:20 AM Rockstar Insights: Nate Brown, Head of Customer Experience, UL EHS

19oct9:50 AMNetworking, Refreshment and Exhibition BreakFeatured Demonstration Hosted By: Upstream Works9:50 AM

19oct10:20 AMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

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

19oct10:20 AMGaining Top Down Support for the Digital Future of Customer CareChoose one of the following zones | The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to
encourage maximum participant interaction.
10:20 AM Fab Facilitator: Gary Magenta, Senior Vice President, Customer Experience, Root

19oct10:20 AMCase History: Employee Experience – Leveraging Data to Drive Down Employee EffortChoose one of the following zones10:20 AM Fab Facilitator: Todd Sherin, Chief Revenue Officer, Cicero

19oct10:20 AMCase History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and ProductivityChoose one of the following zones10:20 AM Rockstar Insights: Anthony Banks, Senior Manager, Operations, Allstate Roadside Services Fab Facilitator: Matthew Storm, Vice President, Global Marketing, Jacada

19oct10:20 AMCase History: Global BPO Pricing Trends and ModelsChoose one of the following zones10:20 AM Fab Facilitator: Corey Kotlarz, Chief Executive Officer, Outsource Consultants

19oct10:20 AMCase History: Integrating Mobile App Support in the Customer JourneyChoose one of the following zones10:20 AM Rockstar Insights: Jake Petersen, Former Vice President, Operations, MoviePass Fab Facilitator: Eric Vermillion, Chief Revenue Officer, Helpshift

19oct10:20 AMCase History: Measuring the Cross Channel Customer ExperienceChoose one of the following zones10:20 AM Rockstar Insights: Michael Zurat, Director, Engagement Solutions, Cognosante Fab Facilitator: Mark Hertel, Regional Vice President, Talkdesk

19oct11:20 AMSession to Session Travel Time
11:20 AM

19oct11:25 AMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One11:25 AM

19oct11:25 AMFROST & SULLIVAN VISIONARY INSIGHT – Why People Must be a Critical Aspect of Every Digital TransformationConcurrent sessions | Choose One11:25 AM Rockstar Insights: Alpa Shah, Vice President, Digital Transformation, Frost & Sullivan

19oct11:45 AMExecutive Presentation - AI-Powered Automation for Voice and Chat Bots: Use Cases in the Contact Center11:45 AM Rockstar Insights: Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group

19oct12:40 PMFood For Thought Luncheon - Networking Roundtables Hosted by Industry LeadersHosted By: Acquire BPO, Datamark, sitel12:40 PM

19oct1:40 PMSession to Session Travel Time
1:40 PM

19oct1:45 PMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

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

19oct1:45 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

19oct1:45 PMRoundtable: Leveraging Data for Customized InteractionsChoose one of the following zones1:45 PM Fab Facilitator: Tony Iero, General Manager, Digital Solutions, VHT

19oct1:45 PMRoundtable: 3 Things I Hate About My CRMChoose one of the following zones1:45 PM Fab Facilitator: Fred Lee, Chief Technology Officer, Cars.com Co-Fab Facilitator: Lynn Olson, Vice President, Customer Experience, PTP

19oct1:45 PMRoundtable: Connecting VOC with Operational DriversChoose one of the following zones1:45 PM Fab Facilitator: Sandy Ellis, Global Vice President, Sitel

19oct1:45 PMRoundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key Considerations (Copy)Choose one of the following zones1:45 PM Fab Facilitator: Rob McDougall, Chief Executive Officer, Upstream Works

19oct1:45 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 Fab Facilitator: Sharon Bradbury, Experience Manager, Customer Service & Support – Tools & Technology, Microsoft

19oct3:10 PMNetworking, Refreshment, and Exhibition BreakFeatured Demonstration Hosted By: Cicero3:10 PM

19oct3:10 PMFeaturedCHOOSE 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.

Zone 1. Strategic Boardroom | Zone 2. Analytics in Action | Zone 3. Agents, Automation & AI | Zone 4. Efficiency & Effectiveness | Zone 5. The Integrated Customer Journey | Zone 6. Enhancing the Customer Experience

NOTE: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.
3:10 PM

19oct3:10 PMINTERACTIVE – Solutions WheelConcurrent sessions | Choose One3:10 PM

19oct3:10 PMTHE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesConcurrent sessions | Choose One3:10 PM

19oct5:00 PMSuccess StoryCreating a CX Task Force5:00 PM Rockstar Insights: Teddi Burress, Senior Consultant, Customer Experience, Nationwide