Agenda

Interactive & Highly Collaborative Content

Featured collaboration zones include:
Zone 1. Enhancing Customer Engagement
Zone 2. Optimizing Contact Center Technologies

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.

09:30 AM

WINE TASTING

Kick off Customer Contact West by joining your peers on a very chill wine tasting in 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

3:00 PM

Customer Engagement Leadership Council Mixer

*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 Orientation

An essential meeting for Headliners, Rockstar Insights, and Fab Facilitators 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 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 - What If We Made Customer Contact Redundant?

Hari Abburi, Global Director, Caltech Executive Education


Abstract:
Challenge yourself to question the very fundamental assumption that companies need to contact customers. Call into question the disconnect between customer centricity and organization models. Reimagine your customer engagement approach. With agility and design as key principles, ask yourself: Does your company commit design crimes against humanity?

Key Take-Aways:

  • A comprehensive understanding of why customers are disruptive your strategies more than your competition
  • A greater awareness of the criticality of design from business model to customer interfaces
  • Approaches to creating an economic value of new customer engagement models

Headliner:

Hari-AbburiHari Abburi
Global Director
Caltech Executive Education
 

Why You Should Listen to Hari:
Hari Abburi is a well known thinker, author and consultant in the area of agility for strategy, leadership and organization. He has over 26 years of global industry experience, helping CEOs and organizations change faster than their industry curve. He defines agility as ‘Being At The Speed Of The Customer’.

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

Re-Engineering Your Contact Center Culture and Enterprise Engagement

Jim LeMere, Vice President, Servicing Capabilities & Enablement
Northwestern Mutual, Customer Engagement Leadership Council Member


Abstract:
What does a value chain, service pillars, quality, performance management, and change management all have in common? They are all essential parts of transforming and sustaining your customer service culture. But with so many flavors of these elements out there, how do you integrate them into a way of doing business that makes sense? What role does change management play and why is it the keystone to success? How does my brand of service integrate with my value chain? That is what we will explore together!

Key Take-Aways:

  • Tactical examples and frameworks for a culture approach
  • Insight on how your value chain should be structured and why
  • Key findings on the single thread that unites quality, coaching, and performance management

Rockstar Insights:

Jim LeMere
Vice President, Servicing Capabilities & Enablement
Northwestern Mutual
Customer Engagement Leadership Council Member

Why You Should Listen to Jim:
Known for his thought leadership in the service industry, Jim LeMere has over 25 years of experience in service operations and contact center re-engineering, with a specialization in leading cultures to outcomes that drive employee engagement and operational efficiency to boost client experience and business results to new levels. A servant-leader, Jim believes the secret sauce to transformation is having laser focus on enabling the success of the front line by creating customer-focused cultures driven by ownership and accountability. His focus on organizational development is rooted in a specific value chain that sparks cultural evolution.

9:55 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:
CallerID

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. Aligning Channel Mix and Tools with Business Goals

Michael Parker, Chief Marketing Officer, Cresta

Abstract:
Whether you’re multichannel or omnichannel, we’ve increased the number of ways we interact with our customers. From chatbots to real-time chat and voice from QA to full AI, we seek to be as efficient as possible while driving the best customer experience in an accelerated online world. Join this roundtable to hear about two companies different needs and approaches, including real-time coaching and AI. We’ll discus reducing ramp time, driving empathy, ensuring compliance, and delivering fast/better service.

Key Take-Aways:

  • Why Real-Time? Why now?
  • Results from two organizations who have leveraged real-time
  • Best practices to deploy these solutions and drive agent engagement

Fab Facilitator:

Michael Parker
Chief Marketing Officer
Cresta


Why You Should Listen to Michael:
Michael Parker is a seasoned executive, advisor, and successful entrepreneur with over 20 years of experience in high-tech, most recently in helping to lead the AI revolution in Contact Centers.

Zone 2. The Nuances of Workforce Management Today

Mark Stanley, Customer Experience Designer, Genesys

Abstract:
With the massive shift away from service reps working in a physical location to work-at-home, new opportunities to rethink how we approach work are emerging. This interactive session will explore some of the new developments, and how you can leverage them to drive substantial improvements in employee satisfaction.

Key Take-Aways:

  • An understanding of the key drivers of customer engagement, and best practices for how you can shift work—and staffing—from reactive, to proactive
  • The key to finding the ideal match between work and staffing
  • Ways to achieve objectives and motivate people to rise to challenges

Fab Facilitator:

Mark-StanleyMark Stanley
Customer Experience Designer
Genesys
 

Why You Should Listen to Mark:
Mark Stanley is a Customer Experience Designer and the author of Experience Design for Customer Service: How to go from mediocre to great! He has an extensive background in the relationship and interdependence between business goals, contact center operations and technology used to connect customers to service staff, as well as the supporting systems like workforce management and quality monitoring.

11:20 AM

Session to Session Travel Time

11:25 AM

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.
12:10 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
Cresta - - Customer Contact Sponsors
1:10 PM

Session to Session Travel Time

1:15 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. To Empathize or Not to Empathize: When to Do it is the Question?

Nina Brown, Vice President of Sales & Marketing, DATAMARK

Abstract:
When indeed is the question you should ask yourself. When should your agents be equipped with tools and education to empathize with the end-user and understand where they are coming from. There are scenarios where it is vital for an agent to put themselves in “the caller’s shoes” and situations where they are absolutely not allowed to empathize or show any emotion. Our discussion will cover both ends of speech empathy spectrum.

Key Take-Aways:

  • An assessment of empathy is vital to the customer experience
  • Best practices for this scenario
  • New thinking on when it is not appropriate and in some cases need to train people not to show

Fab Facilitator:

Nina-BrownNina Brown
Vice President of Sales & Marketing
DATAMARK
 

Why You Should Listen to Nina:
Nina Brown has over 20 years of experience and expertise in technology and process improvement, and is uniquely poised to identify opportunities for business optimization and business growth.

Zone 2. Realizing a Heightened Interplay Between AI and Humans

Phillip Fisher, Senior Director of Sales, SmartAction

Abstract:
More organizations than ever are starting every customer service conversation with AI even if the interaction ends with a human and not intended for total self-service. Moreover, some organizations are utilizing AI to assist agents with coaching while on calls or chats. Join this roundtable on the growing interplay between AI and humans and find out the critical success factors you should be employing when rolling out AI-powered CX.

Key Take-Aways:

  • Guidance on the emerging symbiosis between AI and humans
  • Discussion on real-world examples drawn from some of the most iconic brands in the world
  • How the future is Human + AI instead of AI vs. Human

Fab Facilitator:

Phill-FisherPhillip Fisher
Senior Director of Sales
SmartAction
 

Why You Should Listen to Phillip:
Phill is the Senior Director of Sales at SmartAction where their obsession with creating frictionless customer experiences with conversational AI has led to its distinction as “Leader in AI-Enhanced Self-Service” by Frost & Sullivan and operates AI-powered Virtual Agents for 100+ brands including AAA, Siemens, Hyundai, ADT, DSW, Choice Hotels, HomeServe, and more.

2:30 PM

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.

3:15 PM

Networking, Refreshment, and Exhibition Break

3:45 PM

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

Hosted By:
Nate Brown, Chief Experience Officer, Officium Labs, Customer Engagement Leadership Council Member

Panelists Include:
Michael DeSalles, Principal Analyst, Frost & Sullivan
Robert Gofourth, Former Vice President of Operational Strategy & Performance, BlueCross BlueShield of North Carolina, Author, Hack the Corporate Ladder
Christopher Keenan, Executive Director, Worldwide Medical Customer Engagement, Medical Capabilities, Bristol-Myers Squibb, Customer Engagement Leadership Council Member
Joel Kell, Senior Director, Operations, Elevate
Carol Marshall, Chief Operations Officer, ActivEngage, Inc.
Vanessa Neurohr, Senior Director, Customer Success, Muck Rack
Ahmad Shabazz, Head of Global Community Operations, Snapchat
Steve Taczala, Vice President – Global Service Operations, Sungard Availability Services
Tanya Thomas, Director, Customer & Employee Experience, Experian Health



Abstract:
Customer Experience is a dynamic practice drawing on both principles from the arts and the sciences. It’s a fantastically well-rounded discipline which attracts a wide range of professionals from various backgrounds. But the warm fuzziness of emotional, artistic CX doesn’t often make for a perfect pairing with the data-driven business science principles that are required to prove ROI. Proponents of the arts and sciences have long debated the merits of each discipline, arguing that one discipline trumps the other. This panel of service executive legends will set out to prove once and for all what is most important in experience design work!

Key Take-Aways:

  • Understanding the dynamic elements of CX work and the importance of recruiting a well-rounded team
  • Concrete ways to gain buy-in for experience design work with executives of all types
  • New and innovative perspectives as both experience work and customer needs continue to evolve
  • Resource recommendations that will challenge you as a CX professional and help your entire team to grow

Hosted By:

Nate Brown
Chief Experience Officer
Officium Labs
Customer Engagement Leadership Council Member

Why You Should Listen to Nate:
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. He was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, as well as being named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI, and Exceeders. As a passion project, Nate recently created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.


Panelists Include:

Michael-DeSalles-1Michael DeSalles
Principal Analyst
Frost & Sullivan
 

Why You Should Listen to Michael:
Michael has over 15 years of research and analytical expertise in contact center and customer experience with expertise in emerging trends, convergence, collapse and disruptive technologies in the contact center industry; insight into site management, supervision and agent development; and outsourcer vendor selection for end-users. He has also worked on numerous research reports, written several industry white papers and is a frequent speaker at domestic and international industry events.


Robert GofourthRobert Gofourth
Former Vice President of Operational Strategy & Performance
BlueCross BlueShield of North Carolina
Author, Hack the Corporate Ladder

Why You Should Listen to Robert:
Robert has more than 25 years of operations, customer experience and risk management across a variety of industries including insurance, mortgage banking, government enterprise, and outsourcing. He is the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.


Christopher-KeenanChristopher Keenan
Executive Director, Worldwide Medical Customer Engagement, Medical Capabilities
Bristol-Myers Squibb
Customer Engagement Leadership Council Member

Why You Should Listen to Christopher:
Chris is a senior business leader with a solid record of leading top performing business units and producing results that have positive impact on the bottom line and customer experience. He is a sought-after presenter on topics such as striving for operational excellence, customer engagement and the power of unified data and analytics.


Joel-KellJoel Kell
Senior Director, Operations
Elevate
 

Why You Should Listen to Joel:
Joel is an employee empowerment enthusiast and a self-described data-geek. As an outspoken advocate for the customer, he has been telling the ugly truth (spotlighting processes, bugs and issues that cause customer friction) and delivering positive experiences for more than 20 years. Joel currently leads Customer Service Operations for Elevate, an industry leader in online tech-enabled credit solutions.


Carol-Marshall-1Carol Marshall
Chief Operations Officer
ActivEngage, Inc.
 

Why You Should Listen to Carol:
Carol Marshall helped build and currently leads the most successful messaging company in the automotive industry. She ensures that high standards are consistently met, ActivEngage associates and customers are happy, and everyone grows along the way!


Vanessa-NeurohrVanessa Neurohr
Senior Director, Customer Success
Muck Rack
 

Why You Should Listen to Vanessa:
While you’ll sometimes find her on standup comedy stages in New York City, Vanessa Neurohr is a frequent speaker on customer success and customer experience and has spent the past five years at Muck Rack, a B2B SaaS company serving the public relations industry. She is also the co-founder of ThriveNetwork, which is a digital community of nearly 1,000 members in customer-facing roles.


Ahmad ShabazzAhmad Shabazz
Head of Global Community Operations
Snapchat
 

Why You Should Listen to Ahmad:
Ahmad is a seasoned Customer Service professional, with a focus on technology and innovative solutions utilizing automation, workflows and proactive capabilities that are inclusive and helpful for the his team and customers.


Steve-TaczalaSteve Taczala
Vice President – Global Service Operations
Sungard Availability Services
 

Why You Should Listen to Steve:
As Vice President of Service Operations, Steve’s team has Global responsibility for delivering front line support to hundreds of managed service customers across multiple technologies and platforms. He brings over 3 decades of operational experience to his current role, where his focus is continuously transforming the customer experience through operational excellence.


Tanya ThomasTanya Thomas
Director, Customer & Employee Experience
Experian Health
 

Why You Should Listen to Tanya:
Tanya is a strategic experience management leader driving customer focus and impactful change for over 15 years in roles spanning retail, entertainment, financial services, and now the healthcare industry. She currently leads communications and experience design strategy for both Customer Experience and Employee Experience within Experian’s healthcare business.

4:45 PM

SUCCESS STORY- What’s Your Customer Service Brand?

Kevin Strom, Vice President of Customer Experience, Intellivision

 
Abstract:
Your customer service brand plays a critical role in the perception and reputation of your company. Treating every touch point with your company as an opportunity to showcase your genuine appreciation for those who generate your revenue, while effectively neutralizing brand detractors. This session will explore moving from a transactional support model to a brand building model.

Key Take-Aways:

  • Proven ways to turn customers into brand ambassadors
  • Effective methods to deal with brand detractors
  • Ideas for exceeding expectations to build brand loyalty

Rockstar Insights:

Kevin StromKevin Strom
Vice President of Customer Experience
Intellivision
 

Why You Should Listen to Kevin:
Kevin is responsible for ensuring the customer experience at Intellivision is personalized and builds the brand through transparency and accessibility. He spent 15 years in telecommunications heading the Government, Education and Medical teams for AT&T for Southern California and Hawaii before joining Intellivision.

5:15 PM

Curious Cocktails Networking Reception

Ready, set, network! Engage in a fun, conversational game where you and your peers are all contestants. Everyone who participates will be entered into a raffle to win a grand prize. The more questions you answer, the better your chance of winning at the end of the night!

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

Nate Brown, Chief Experience Officer, Officium Labs, Customer Engagement Leadership Council Member

Abstract:
Customer experience is the new battleground and a key differentiator. If we want to continue to exceed customer expectations and make a significant impact on their experience, we must take an outside-in human centered approach to better understand and design for those rapidly evolving expectations.

Key Take-Aways:

  • A proven human centered framework to truly understand an individual’s journey and exceed their expectations
  • A guide to manage Customer, Employee, and User Experience like a product to drive impact and measurable change
  • Skills and basic steps you can take to use this framework today

Headliner:

Nate Brown
Chief Experience Officer
Officium Labs
Customer Engagement Leadership Council Member

Why You Should Listen to Nate:
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. He was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, as well as being named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI, and Exceeders. As a passion project, Nate recently created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.

9:45 AM

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

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

Moderator:
Alex McBratney, Partner, Adler Advisors

Panelists Include:
Dr. Debra Bentson, Senior Workforce Manager, Kaiser Permanente
Jim LeMere, Vice President, Servicing Capabilities Enablement, Northwestern Mutual, Customer Engagement Leadership Council Member
Vanessa Neurohr, Senior Director, Customer Success, Muck Rack
Katrina Schiedemeyer, Senior Customer Experience Center of Excellence, Danone

 
Abstract:
The option to “work from anywhere” was already here 18 months ago, it was just a matter of whether you had the technology, people, and process in place to do it successfully. Whether it’s 100% WFH, a hybrid approach, or everyone back in the office, the “new normal” is here to stay, and with it, its own set of challenges.

Key Take-Aways:

  • Fresh perspectives on improving processes between WFH and on-premise employees
  • Best practices around hiring, onboarding and managing for the hybrid or full-time WFH environment
  • Critical factors to consider when bringing in new technology to improve performance and mitigate risk

Moderator:

Alex McBratney
Partner
Adler Advisors
 

Why You Should Listen to Alex:
Self-proclaimed Door Knocking King of Telecom, Alex McBratney began his career advising businesses on technology throughout Los Angeles, one door at a time. Now, twelve years later he’s the host of Another Cloud Podcast and frequent speaker at various telecommunications events. Seeing businesses ditch outdated legacy systems and harness cloud technology brings a smile to his face.


Panelists Include:

Dr. Debra Bentson
Senior Workforce Manager
Kaiser Permanente
 

Why You Should Listen to Debra:
Dr. Debra Bentson is a Workforce Management Humanitarian who engages continuous learning and positive psychology to craft and implement Workforce Management strategies and tactics that actively prioritize the well-being of the people they affect.


Jim LeMere
Vice President, Servicing Capabilities & Enablement
Northwestern Mutual
Customer Engagement Leadership Council Member

Why You Should Listen to Jim:
Known for his thought leadership in the service industry, Jim LeMere has over 25 years of experience in service operations and contact center re-engineering, with a specialization in leading cultures to outcomes that drive employee engagement and operational efficiency to boost client experience and business results to new levels. A servant-leader, Jim believes the secret sauce to transformation is having laser focus on enabling the success of the front line by creating customer-focused cultures driven by ownership and accountability. His focus on organizational development is rooted in a specific value chain that sparks cultural evolution.


Vanessa-NeurohrVanessa Neurohr
Senior Director, Customer Success
Muck Rack
 

Why You Should Listen to Vanessa
While you’ll sometimes find her on standup comedy stages in New York City, Vanessa Neurohr is a frequent speaker on customer success and customer experience and has spent the past five years at Muck Rack, a B2B SaaS company serving the public relations industry. She is also the co-founder of ThriveNetwork, which is a digital community of nearly 1,000 members in customer-facing roles.


Katrina-SchiedemeyerKatrina Schiedemeyer
Senior Customer Experience Center of Excellence
Danone
 

Why You Should Listen to Katrina:
Katrina Schiedemeyer is an innovative leader in designing and executing strategic initiatives in numerous disciplines. Her expertise includes Customer Experience Design, Supplier Experience, Ethnographic Research, Six Sigma Data Analytics, Lean, and Employee Engagement.

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. Using Personas to Inform the End to End Customer Journey

Amy Bouthilet, Vice President of Global Talent, Alta Resources

Abstract:
Customer personas play a critical role in understanding how to best serve our customers along the digital journey. This session will examine how to effectively collect data and insights to develop personas unique to your brand(s) and leverage those personas to make informed decisions that enhance engagement and brand loyalty.

Key Take-Aways:

  • Proven methods to collect data and insights to create customer personas
  • Guidance on a phased approach to leverage personas in your customer support strategy
  • Best practices for utilizing personas when making strategic decisions along the customer journey

Fab Facilitator:

Amy-BouthiletAmy Bouthilet
Vice President of Global Talent
Alta Resources
 

Why You Should Listen to Amy:
With 15+ years of consumer care experience, Amy has a proven track record of increasing employee engagement and helping global brands maximize customer experiences through applied innovation. Whether in a corporate support role or in direct management of a consumer care team, Amy has a personal passion to deliver results. Currently Amy serves as Vice President of Global Talent for Alta Resources, a customer service and sales contact center provider (BPO) representing some of the most recognizable and fastest-growing brands in the world.

Zone 2. Ramping Up Analytics Capabilities to Influence Decision-Making

Steve Seibert, Chief Information Officer, Support Services Group

Abstract:
In today’s world of big data, the problem isn’t collecting data; the challenge is what to do with it. This interactive session focuses on how to aggregate data from disparate systems and bring visibility to business leaders through the use of BI solutions. The goal is to provide actionable intelligence to improve productivity and profitability.

Key Take-Aways:

  • A framework for successful BI implementation
  • Ways to avoid pitfalls on your analytics journey
  • Success factors – providing real business uplift

Fab Facilitator:

Steve-SeibertSteve Seibert
Chief Information Officer
Support Services Group
 

Why You Should Listen to Steve:
A true technologist who “eats, sleeps and breathes” technology, Steve has spent 25 years in IT leadership positions across many different industries, from retail to manufacturing to telecommunications before entering the BPO space. He is currently focused on improving the Omnichannel Solutions space, with a focus on BPA (Business Process Automation).

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:
Support Services Group

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. Self-Serve vs. Proactive Support: Does Anybody Really Care?

Crystal Collier, CX Consultant, PTP

Abstract:
Contact centers have long worked to strike a perfect balance between reactive and proactive support options that meet business objectives and keep customers happy. Our recent health and socioeconomic crises have accelerated the rush to expand self-service channels.

This interactive session will reveal current industry trends in self-service offerings and proactive support practices to help your contact center strike the right balance.

Key Take-Aways:

  • Best practices in multichannel strategy development
  • Proven ways to design and implement multichannel experiences that meet customer expectations and improve the agent experience
  • An approach to designing a proactive contact strategy that reduces call volume and keeps customer satisfaction stable

Fab Facilitator:

Crystal-CollierCrystal Collier
CX Consultant
PTP
 

Why You Should Listen to Crystal:
Crystal Collier is a catalyst who improves an organization’s results by understanding, designing, and enhancing experiences across the entire customer lifecycle. Before joining PTP, Crystal was the Head of Strategy, Programs and Insights in Worldwide Customer Experience for Electronic Arts. She has also worked with Samsung, Chanel, Cars.com, and Cadillac to improve customer contacts. As a thought leader in the industry, she is a frequent speaker and author on CX trends and innovations.

3:00 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

3:45 PM

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 brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.

The Fix on Managing Call Volume Spikes

Michael DeSalles, Principal Analyst, Frost & Sullivan

Hosted By:

Michael-DeSalles-1Michael DeSalles
Principal Analyst
Frost & Sullivan
 

Why You Should Listen to Michael:
Michael has over 15 years of research and analytical expertise in contact center and customer experience with expertise in emerging trends, convergence, collapse and disruptive technologies in the contact center industry; insight into site management, supervision and agent development; and outsourcer vendor selection for end-users. He has also worked on numerous research reports, written several industry white papers and is a frequent speaker at domestic and international industry events.

The Fix on Doing More with Less

Aarde Cosseboom, Author, Enable Better Service


Hosted By:

Aarde CosseboomAarde Cosseboom
Author
Enable Better Service
 

Why You Should Listen to Aarde:
Aarde has built his career on designing and implementing Contact Center technology for the last couple of decades. In recent years he has won multiple awards for his ingenuity and bleeding edge designs of new emerging technologies. In 2019 he wrote a book that captures the basics behind ‘customer experienced focused design’ called Enable Better Service available on Amazon.

The Fix on FCR

Robert Gofourth, Former Vice President of Operational Strategy & Performance, BlueCross BlueShield of North Carolina, Author, Hack the Corporate Ladder


Hosted By:

Robert GofourthRobert Gofourth
Former Vice President of Operational Strategy & Performance
BlueCross BlueShield of North Carolina
Author, Hack the Corporate Ladder

Why You Should Listen to Robert:
Robert has more than 25 years of operations, customer experience and risk management across a variety of industries including insurance, mortgage banking, government enterprise, and outsourcing. He is the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.

The Fix on KPIs

Jonathan Shroyer, Chief Executive Officer and Founder, Officium Labs, Customer Engagement Leadership Council Member


Hosted By:

Jonathan Shroyer
Chief Executive Officer and Founder
Officium Labs
Customer Engagement Leadership Council Member

Why You Should Listen to Jonathan:
Jonathan Shroyer, a 20+ year veteran with Microsoft, Symantec, Autodesk, Postmates, and Kabam on his resume saw a services gap in the market and created Officium Labs. Officium Labs help companies deliver incredible experiences for their customers. The strength of Officium comes from their best in class Network of thought leaders that help companies transform from a customer service cost center to profit center based mentality. He finds, it is often small tweaks to a successful operation, can deliver new amazing KPI results.

4:35 PM

EXECUTIVE BRAINSTORM - How Might We Redefine Talent Strategy?

Moderator:
Karen Mitchell, Senior Director – Service Enablement, Marriott International

Panelists Include:
Francoise Benoit-Betters, Director of Customer Service Call Center, First American Payment Systems
Dr. Debra Bentson, Senior Workforce Manager, Kaiser Permanente
Carol Marshall, Chief Operations Officer, ActivEngage, Inc.
Katrina Schiedemeyer, Senior Customer Experience Center of Excellence, Danone

Abstract:

The continued importance and requirements for data security and privacy, coupled with the new reality of Work-at-Home, creates a unique challenge. Organizations have to find a way to protect this data while provisioning service from a home environment.

Key Take-Aways:

  • Insight on attracting, developing and retaining a diverse population of tech-savvy, collaborative, customer focused agents whose desire it to grow within the company
  • Best practices for redefining how the use of AI technology changes the focus of the interactions agents have with customers
  • Proven ways to create a culture focused on continuous process improvement

Moderator:

Karen-Mitchell-photoKaren Mitchell
Senior Director – Service Enablement
Marriott International
 

Why You Should Listen to Karen:
Karen Mitchell is a senior leader with over 15 years of experience creating strategies that utilize people, process and technology to achieve business objectives. She has a passion for helping people understand how to use their strengths to obtain personal and professional success. Currently Karen works at Marriott International where she serves as the product leader for the largest Salesforce CRM implementation globally.


Panelists Include:

Francoise-BettersFrancoise Benoit-Betters
Director of Customer Service Call Center
First American Payment Systems
 

Why You Should Listen to Francoise:
With over 17 years of Merchant Service experience, Francoise has an extensive knowledge of the credit card processing industry by providing 5 star quality support to over 140,000 merchants. Customer support is essential for cultivating successful, lasting partnerships, and First American by Deluxe’s hard-earned reputation is rooted in care with our highly trained, in-house customer support, installation, PCI compliance and Retention representatives capable and empowered to resolve issues for partners and merchants.


Dr. Debra Bentson
Senior Workforce Manager
Kaiser Permanente
 

Why You Should Listen to Debra:
Dr. Debra Bentson is a Workforce Management Humanitarian who engages continuous learning and positive psychology to craft and implement Workforce Management strategies and tactics that actively prioritize the well-being of the people they affect.


Carol Marshall
Chief Operations Officer
ActivEngage, Inc.
 

Why You Should Listen to Carol:
Carol Marshall helped build and currently leads the most successful messaging company in the automotive industry. She ensures that high standards are consistently met, ActivEngage associates and customers are happy, and everyone grows along the way!


Katrina-SchiedemeyerKatrina Schiedemeyer
Senior Customer Experience Center of Excellence
Danone
 

Why You Should Listen to Katrina:
Katrina Schiedemeyer is an innovative leader in designing and executing strategic initiatives in numerous disciplines. Her expertise includes Customer Experience Design, Supplier Experience, Ethnographic Research, Six Sigma Data Analytics, Lean, and Employee Engagement.

5:15 PM

General Session Concludes

5:45 PM

Customer Contact Olympics & Cookout

Gear up for a night of Olympic games! Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze.

WEDNESDAY, OCTOBER 27, 2021 | GENERAL SESSION AND EXHIBITION

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

9:00 AM

KICKOFF AND HEADLINER - Successful and Sustainable Change Initiatives

Michael O. “Coop” Cooper, Founder, Innovators + Influencers

Abstract:
We all need to influence our co-workers, managers and executives. But how does influence work? And are you influencing the right way to build empathy and making specific asks for action? Have you thought through the type of influence you want to have and whether you have the approach that will work? Discover how you can proactively manage change — from responding to COVID changes to transformational change, leveraging new channels of customer interaction, or integration of AI capabilities, or new processes — get tools you can apply immediately to raise your profile.

Key Take-Aways:

  • Specific framework to identify what to influence and why
  • Easy to use tool called the Influence Matrix that allows you to hone your message for your audience
  • Pitfalls to avoid when influencing others

Rockstar Insights:

MICHAEL-O.-“COOP”-COOPERMichael O. “Coop” Cooper
Founder
Innovators + Influencer
 

Why You Should Listen to Michael:
Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds – it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.

10:00 AM

EXECUTIVE INSIGHT - Trust: Relationships are Everything

Alexia Downs, Director of Customer Service Operations, GoodRx

Abstract:
In today’s market, trust is more valuable than convenience. This session will provide a framework for building strong relationships within a customer support organization and will demonstrate how this community of trust can be extended to your customers, brand and beyond.

Key Take-Aways:

  • Best practices for developing and nurturing relationships in a remote community
  • Guidance for implementing effective performance evaluations, career ladders, and organizational design
  • Data-driven methodology to measure success in terms of satisfaction, trust and brand affinity for both employees and customers

Rockstar Insights:

Alexia-DownsAlexia Downs
Director of Customer Service Operations
GoodRx
 

Why You Should Listen to Alexia:
Alexia Downs founded and scaled the Patient Advocacy team at GoodRx from 5 to 200+ representatives while maintaining 99% satisfaction for the past four years. The Patient Advocacy organization has built a loyal and engaged customer base by providing a personalized, informed and empathetic experience while helping patients access affordable healthcare. .

10:25 AM

Networking, Refreshment, and Exhibition Break

10:55 AM

BEST PRACTICES - Empowering Your Employees to Drive Innovation

Ahmad Shabazz, Head of Global Community Operations, Snapchat

Abstract:
In order to enable and empower team members to succeed, it is more than sharing tools, best practices and lessons learned. It involves being vulnerable, open and honest enough to share how to navigate the aforementioned with grace, empathy and authenticity and provide anecdotal guidance.

Key Take-Aways:

  • Framework to create an environment welcome to new ideas
  • Best practices to implement new experiences and new ways to execute your responsibilities
  • Examples of roadblocks to employee engagement

Rockstar Insights:

Ahmad ShabazzAhmad Shabazz
Head of Global Community Operations
Snapchat
 

Why You Should Listen to Ahmad:
Ahmad is a seasoned Customer Service professional, with a focus on technology and innovative solutions utilizing automation, workflows and proactive capabilities that are inclusive and helpful for the his team and customers.

11:20 AM

Energizer

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

11:25 AM

INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Moderator:
Katrina Schiedemeyer, Senior Customer Experience Center of Excellence, Danone

Panelists Include:
Bassem Hanna, Associate Director of National Contact Centers,
Janssen, a Johnson & Johnson company
Christopher Keenan, Executive Director, Worldwide Medical Customer Engagement, Medical Capabilities, Bristol-Myers Squibb, Customer Engagement Leadership Council Member
Joel Kell, Senior Director, Operations, Elevate
Tanya Thomas, Director, Customer & Employee Experience, Experian Health

Abstract:
Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

Moderator:

Katrina-SchiedemeyerKatrina Schiedemeyer
Senior Customer Experience Center of Excellence
Danone
 

Why You Should Listen to Katrina:
Katrina Schiedemeyer is an innovative leader in designing and executing strategic initiatives in numerous disciplines. Her expertise includes Customer Experience Design, Supplier Experience, Ethnographic Research, Six Sigma Data Analytics, Lean, and Employee Engagement.


Panelists Include:

bassem-photoBassem Hanna
Associate Director of National Contact Centers
Janssen, a Johnson & Johnson company
 

Why You Should Listen to Bassem:
Bassem moved from being an agent on the phones to a customer champion change agent. Bassem has over 15+ years of experience in contact centers. He has managed contact centers in both in-house, outsourcing, on-shore, and off-shore. Bassem is an ex-PayPal, Discover, Teletech and Chase Alumni. He is currently the Associate Director of National Contact Centers for Janssen a Johnson and Johnson company where he is responsible for 6 outsourced contact centers with 1500 agents total.


Christopher-KeenanChristopher Keenan
Executive Director, Worldwide Medical Customer Engagement, Medical Capabilities
Bristol-Myers Squibb
Customer Engagement Leadership Council Member

Why You Should Listen to Christopher:
Chris is a senior business leader with a solid record of leading top performing business units and producing results that have positive impact on the bottom line and customer experience. He is a sought-after presenter on topics such as striving for operational excellence, customer engagement and the power of unified data and analytics.


Joel-KellJoel Kell
Senior Director, Operations
Elevate
 

Why You Should Listen to Joel:
Joel is an employee empowerment enthusiast and a self-described data-geek. As an outspoken advocate for the customer, he has been telling the ugly truth (spotlighting processes, bugs and issues that cause customer friction) and delivering positive experiences for more than 20 years. Joel currently leads Customer Service Operations for Elevate, an industry leader in online tech-enabled credit solutions.


Tanya-ThomasTanya Thomas
Director, Customer & Employee Experience
Experian Health
 

Why You Should Listen to Tanya:
Tanya is a strategic experience management leader driving customer focus and impactful change for over 15 years in roles spanning retail, entertainment, financial services, and now the healthcare industry. She currently leads communications and experience design strategy for both Customer Experience and Employee Experience within Experian’s healthcare business.

12:00 PM

CONTENT FOR THE 17TH ANNUAL CUSTOMER CONTACT WEST CONCLUDES

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