Agenda

Interactive & Highly Collaborative Content

Featured collaboration zones include:
Zone 1. Leveraging the Power of Digital Acceleration
Zone 2. WFH Business as Usual
Zone 3. Raising the Bar on Channel Engagement
Zone 4. Forging Holistic Customer Relationships
Zone 5. Operations Support and Efficiency

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com

SATURDAY, OCTOBER 23, 2021 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in Sunday’s Networking Activity

SUNDAY, OCTOBER 24, 2021 | NETWORKING DAY

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

10:00 AM

WINE TOUR & TASTING

Kick off Customer Contact West by joining your peers on a very chill wine tour & tasting around Southern California. Build relationships and cap off this networking activity with a gourmet lunch fit for the VIP you are! Sign up today as space is limited.
Hosted by:
 Alta Resources & Support Services Group
Support Services Group

2:45 PM

Customer Engagement Leadership Council Mixer and Annual Meeting

*Please note participation is restricted to Council Members only.

3:15 PM

Sponsor Workshop

4:45 PM

Sponsor Registration & Orientation Reception

6:00 PM

Speaker & Thought Leader Orientation

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 similar to 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.
Hosted by:
PTP Inc
Datamark

MONDAY, OCTOBER 25, 2021 | GENERAL SESSION AND EXHIBITION

7:30 AM

Registration, Continental Breakfast, and Exhibition

8:15 AM

WELCOME and HEADLINER – Recalibrate Everything: Crafting and Implementing Future Strategy to Deliver Business Outcomes

9:10 AM

Navigating the 17th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange

9:20 AM

Energizer

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

9:25 AM

ROCKSTAR INSIGHT – Reengineering Your Contact Center Culture and Enterprise Engagement

9:55 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted By:
CallerID Reputation

10:20 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.

Choose one of the following zones:

Zone 1. A Digital Transformation Journey

Zone 2. What’s in Your Toolbox? Essentials for a WFH Environment

Zone 3. Aligning Channel Mix with Business Goals

Zone 4. Leveraging Predictive and Prescriptive Analytics

Zone 5. QM on Steroids!

11:20 AM

Session to Session Travel Time

11:25 AM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following 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)

FAMILY FEUD! PANEL DISCUSSION – The Art and Science of Influencing CX - Creating New Experiences

12:40 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. The list of discussion topics will be available on-site.
Hosted by:
Datamark
247ai
Cresta - - Customer Contact Sponsors

1:40 PM

Session to Session Travel Time

1:45 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.

Choose one of the following zones:

Zone 1. Leveraging Intelligent Process Automation to Advance Productivity

Zone 2. In-Call Coaching to Rocket CSAT

Zone 3. Realizing a Heightened Interplay between AI and Humans

Zone 4. Finding the Right Balance for Empathy as a Service

Zone 5. The Nuances of Workforce Management Today

3:10 PM

Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted By:
eTech

3:40 PM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following 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

The Fix on Agent Retention

The Fix on Managing Call Volume Spikes

The Fix on Doing More with Less

The Fix on FCR

The Fix on KPIs

The Fix on Enterprise Call Center Challenges

4:55 PM

Session to Session Travel Time

5:00 PM

SUCCESS STORY- What’s Your Customer Service Brand?

5:30 PM

Networking Reception

TUESDAY, OCTOBER 26, 2021 | GENERAL SESSION AND EXHIBITION

6:45 AM

Early Risers Run/Walk

Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!

6:45 AM

Early Risers Yoga

Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, 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 – Rising to Heightened Customer Expectations in 2022

9:45 AM

Frost & Sullivan Customer Contact Executive MindXchange Shout Outs: Advisory Board, Sponsors, Council Members and 50 Movers & Shakers 2021

9:50 AM

Energizer

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

9:55 AM

BRAINSTORM – Is WFH Really the Wave of the Future? How to Make It and On-Premise Work Again

10:40 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration
Hosted By:
SmartAction

11:20 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.

Choose one of the following zones:

Zone 1. Ramping Up Analytics Capabilities to Influence Decision-Making

Zone 2. It's Crunch Time! Leveraging Other Geographic Markets in a Time of Labor Shortages

Zone 3. Self-Serve Channels vs. Proactive Care: How to Strike the Perfect Balance for Your Contact Center

Zone 4. Using Personas to Inform the End to End Customer Journey

12:20 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. The list of discussion topics will be available on-site.
Hosted By:
Outsource Consultants
teleperformance

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.

Choose one of the following zones:

Zone 1. Are You Still Training Your Customers to Call You???

Zone 2. Empathy for the Agent: Competing on Agent Experience Excellence

Zone 3. Building a Conversational Automation Roadmap

3:00 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration
Hosted By:
Interactions

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.

Choose one of the following zones:

Zone 1. Digital Workflow Optimization

Zone 2. Dealing with Sensitive Data in a WFH Environment

4:45 PM

Session to Session Travel Time

4:50 PM

EXECUTIVE BRAINSTORM - How Might We Redefine Talent Strategy?

5:35 PM

General Session Concludes

6:00 PM

17th Annual Customer Contact Wild West Olympics & Cookout

Gear up for a night of Olympic games with Western flair. Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze, YEEHAW! Saddle up and show us your wild west side!

WEDNESDAY, OCTOBER 27, 2021 | GENERAL SESSION, EXHIBITION AND SITE TOUR

7:15 AM

Early Risers Yoga

Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, creative yoga practice, will link breath and movement to keep you present and centered.

8:30 AM

Continental Breakfast and Exhibition

9:10 AM

KICKOFF AND HEADLINER – Leadership for What’s Next

9:55 AM

EXECUTIVE INSIGHT - Trust: Relationships are Everything

10:20 AM

Networking, Refreshment, and Exhibition Break

10:50 AM

BEST PRACTICES - Empowering Your Employees to Drive Innovation

11:10 AM

Energizer

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

11:15 AM

BEST PRACTICES - Successful and Sustainable Change Initiatives

11:45 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 17TH ANNIVERSARY CUSTOMER CONTACT WEST CONCLUDES

1:00 PM

CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

SITE TOUR –
Shuttle Check In. Lunch will be provided.

3:30 PM

CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL EXECUTIVE ROUNDTABLE

4:30 PM

SITE TOUR AND EXECUTIVE ROUNDTABLE CONCLUDE

Shuttle Transportation to Hyatt Huntington Beach Provided.
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