Agenda

Tactics for Today’s Steady State, Strategies for Tomorrow’s Next Horizon

CHOOSE BETWEEN FIVE DIFFERENT COLLABORATION ZONES:

Customize your agenda! Stay the course with one zone or bounce around to others. All sessions within the collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:
Zone 1. Digitally Transforming the Contact Center
Zone 2. Investing in Your Employees
Zone 3. Nurturing Agent’s Top Performance
Zone 4. Best Practices for a Better Customer Experience
Zone 5. Designing the Omnichannel Customer Journey

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

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Schedule-at-a-Glance is continuously updated as additional information becomes available.

SATURDAY, OCTOBER 15, 2022 | ARRIVAL DAY

7:00 PM

Suggested Arrival Time

Arrive Saturday to participate in Sunday’s Networking Activity

SUNDAY, OCTOBER 16, 2022 | NETWORKING DAY

Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.

9:00 AM

Networking Activities

You choose 1 of 2 exciting, team building activities that will not only put you face to face with your peers, but allow you to unwind from your traveling journey to the event. Bring an appetite because we’ll enjoy delicious food & drink while networking until our hearts are content! Transportation, tasty food & beverage to be provided!

Hosted By:

2:30 PM

Customer Engagement Leadership Council Annual Meeting

*Please note participation is restricted to Council Members only. For further information, see Council Tab above.

3:15 PM

Sponsor Workshop

4:45 PM

Sponsor Registration & Orientation Reception

6:00 PM

Presenter & Thought Leader Orientation

An essential meeting for Headliners, Rockstars, Fab Facilitators, and confirmed Thought Leaders to preview the event, highlight your roles, and network with fellow peers.

6:45 PM

Participant Meet ‘n’ Greet

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges 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. Dinner & passed hors d’oeuvres to be served.

Hosted By:

MONDAY, OCTOBER 17, 2022 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

Registration Items Hosted By:

8:30 AM

WELCOME and HEADLINER – Contact Center Digital Transformation: Then, Now, and Next Level

9:10 AM

Navigating the 18th 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

EXECUTIVE INSIGHT – Work from Anywhere, 2+ Years Later

9:55 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:
Omni Interactions

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.

Frustrated Customers? Deliver Automated Care that Satisfies

Zone 2.

Shifting to a Gig Economy and a New Workforce Model

Zone 3.

Speech Analytics for Quality and Training

Zone 4.

Integrating Disparate Systems to Address CX Challenges

Zone 5.

Charting a Course to Fully Integrated Channel Capabilities

11:20 AM

Session to Session Travel Time

11:25 AM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

-OR-

CROWDSOURCE- The Best of the Best Customer Experiences

Collaborate to identify great brand interactions drawn from your personal experiences, and dissect what made them great and how that was achieved. It’s a veritable list of “what to do and how” compiled by the folks who know it best!

Sandra Diggs-Miller, Vice President Customer Service, Entergy New Orleans, LLC

Hosted By:

Sandra-Diggs Sandra Diggs-Miller
Vice President Customer Service
Entergy New Orleans, LLC

Why You Should Listen to Sandra:
Bio is forthcoming.

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.

Hosted by:

Topic Tables Hosted by Industry Leaders

Topics hosted by SmartAction, Support Services Group, Callzilla, & Quantiphi coming soon!

1:40 PM

Session to Session Travel Time

1:45 PM

EXECUTIVE BULLETIN – Automation: Where’s the Best Possible Landing Spot?

2:10 PM

Session to Session Travel Time

2:15 PM

INTERACTIVE CONCURRENT SESSIONS

Choose one of the following interactive sessions:

SOLUTIONS WHEEL

(OR)

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between six 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 four 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 Inclusivity and Accessibility

The Fix on Accelerating Vendor Selection and Technology Implementation

Brad Nichols, Global Leader, Business Operations and Customer Service, Dun & Bradstreet

Hosted By:

Brad Nichols
Global Leader, Business Operations and Customer Service
Dun & Bradstreet

Why You Should Listen to Brad:
Bio is forthcoming.

The Fix on Elevating Women in Leadership

The Fix on Getting to Lean Customer Service

Robert Scuteri, Head of Global Support, Customer Support Operations, StubHub

Hosted By:

Robert Scuteri
Head of Global Support, Customer Support Operations
StubHub

Why You Should Listen to Robert:
Bio is forthcoming.

The Fix on Securing Sensitive Data Across Disperse Locations

Jason Mercer-Pottinger, RTS Operations Director US Region, Baxter Healthcare Corporation

Hosted By:

Jason Mercer-Pottinger
RTS Operations Director US Region
Baxter Healthcare Corporation

Why You Should Listen to Jason:
Jason has over 30 years’ experience within the contact center industry. He has worked in all regions of the world, both on-boarding new operations and managing existing teams. His last 15 years have been at Baxter and the last 8 years here in the US leading the Global Device Support team, supporting 100k+ patients and customers globally across the Baxter network. He has a unique perspective on employee engagement both from his Global perspective as well as his current team which was a remote working group prior to Covid.

The Fix on 360°: How Close Can We Get?

3:30 PM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted By:
Kore.ai

3:55 PM

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1.

A Practitioner’s Guide to Deploying Conversational AI

Zone 2.

Talent Development to Fuel Retention and Organizational Growth

Zone 3.

Happy Customers + Happy Agents: Coaching to Lessen Customer Dissatisfaction and Agent Stress

Zone 4.

Process Improvement for a Better Customer Experience

Zone 5.

Effective Omnichannel Routing Strategies

4:55 PM

Session to Session Travel Time

5:00 PM

CAPSTONE – What It Takes to Lead with Agility

5:30 PM

Networking Reception

End your day with some with newfound friends over tasty bites & beverages. A special prize will be raffled off before we close out the evening so be there or be square! Passed hors d’oeuvres, beverages & a specialty drink to be served.

Hosted by:
MaestroQA

TUESDAY, OCTOBER 18, 2022 | 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 – It Takes Emotional Intelligence for Impactful and Quality Customer Interactions

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

ASK THE EXPERTS! Panel Discussion – What I Learned Throughout My Real World Journey to Digital Transformation

Moderator:
Brad Nichols, Global Leader, Business Operations and Customer Service, Dun & Bradstreet

Panelists Include:
Francisco Toledo, Director Continuous Improvement and Outsourced Operations, Groupon

Moderator:

Brad Nichols
Global Leader, Business Operations and Customer Service
Dun & Bradstreet

Why You Should Listen to Brad:
Bio is forthcoming.

Panelists Include:

Francisco Toledo
Director Continuous Improvement and Outsourced Operations
Groupon

Why You Should Listen to Francisco:
Bio is forthcoming.

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.

AI: Emerging Technology Use Cases

Matt Nelson, Chief Information Officer, Alta Resources

Abstract:
Choosing the right AI can be overwhelming. Understanding where to start and what will bring value to your customers and agents is critical in delivering better and more efficient experiences. This interactive session will provide practical use cases for AI and emerging technology to help drive efficiencies, reduce costs and enhance brand loyalty.

Key Take-Aways:

Fresh perspectives and practical applications of new contact center technologies
Critical success factors to determine when selecting an AI solution
Guidance on a phased approach to leverage emerging technologies in your customer support strategy

Fab Facilitator:

Matt Coughlin Matt Nelson
Chief Information Officer
Alta Resources

Why You Should Listen to Matt:
With 20+ years of technology, operations and strategy execution, Matt has a proven track record of driving information initiatives and helping global brands maximize customer experiences through applied innovation.

Zone 2.

Are You Underserving Your Digital Native Workforce?

Zone 3.

The Dark Side of Data: Uncovering the Metrics that Matter in Performance Management

Zone 4.

How to Scale with Legendary Customer Service Experience

Zone 5.

Charting a Mobile Friendly Customer Experience

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.

Hosted by:

Outsource Consultants, Callzilla & Quantiphi Logos

Topic Tables Hosted by Industry Leaders

Topics hosted by TaskUs, Kore.ai, & LiveOps coming soon!

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.

Where AI Can Reduce Cost and Counter Rising Attrition in the Contact Center

Zone 2.

Competing with the “Arby’s”: Concrete Ways to Attract, Engage and Retain Talent

Zone 3.

Innovative Onboarding for Speed to Proficiency

Zone 4.

Cultivating Customer Lifetime Value and Brand Equity

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.

Intelligent Automation: Augmenting and Empowering the Agent Experience

Zone 2.

Leading with Purpose: A Roadmap to Passionate Agents and Brand Advocacy

4:45 PM

Session to Session Travel Time

4:50 PM

CAPSTONE – The 2023 Roadmap: Adapting to Shifting Customer Behavior in a “Phygital” World

Sanjeev Singh Sahni, Vice President Operations, Wayfair

Rockstar Insights:

Sanjeev Singh Sahni
Vice President Operations
Wayfair

Why You Should Listen to Sanjeev:
Sanjeev leads Wayfair’s post order customer experience and service organizations with 4,000 employees in multiple geographies. Sanjeev is the founder of Wayfair’s global digital freight forwarding business (CastleGate Forwarding), which he scaled from concept to $250M in revenue in three years. In his customer focused role Sanjeev has moved Wayfair to top quartile customer experience and is building a suite of new customer facing technology product portfolio. Prior to Wayfair Sanjeev designed & built several logistics and service business ventures for clients as a consultant and banker in his previous roles at McKinsey, KPMG, IBM and Citibank.

5:20 PM

General Session Concludes

5:35 PM

18th Annual Customer Contact West Olympics & Cookout

Gear up for a night of Olympic games. Hors d’oeuvres, buffet dinner and just plain Wild West Olympic fun!

WEDNESDAY, OCTOBER 19, 2022 | GENERAL SESSION, EXHIBITION AND CONTACT CENTER 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

9:00 AM

KICKOFF AND HEADLINER – Transforming the Contact Center: Practices and Methodology for Sustainable Change

Yamila Harris, Global Head of IT Support and User Experience, Munich Re, Customer Engagement Leadership Council Member

Headliner:

Yamila Harris
Global Head of IT Support and User Experience
Munich Re
Customer Engagement Leadership Council Member

Why You Should Listen to Yamila:
Bio is forthcoming.

9:55 AM

Energizer

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

10:00 AM

EXECUTIVE INSIGHT – Hybrid is About the Supervisor Too!

10:30 AM

Networking, Refreshment, and Exhibition Break

11:00 AM

EXECUTIVE INSIGHT – 5 Questions You Should Ask About CX Implementation

John Bord, Manager, Customer Experience, Tucson Electric Power (TEP)

Rockstar Insights:

John-Bord John Bord
Manager, Customer Experience
Tucson Electric Power (TEP)

Why You Should Listen to John:
Bio is forthcoming.

11:35 AM

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

Moderator:
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

Panelists Include:
Tom Tejada, Vice President of Customer Experience and Business Division, Ember Technologies, Inc.

Moderator:

Alpa Shah
Global Vice President – CX Practice
Frost & Sullivan

Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience around business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, writing growth opportunity insights, and most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

Panelists Include:

Tom Tejada
Vice President of Customer Experience and Business Division
Ember Technologies, Inc.

Why You Should Listen to Tom:
Bio is forthcoming.

12:00 PM

Content for the 18th Annual Customer Contact West Concludes

TUCSON ELECTRIC POWER CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

12:30 PM

Shuttle Check In. Lunch will be provided.

1:30 PM

Tucson Electric Power Customer Contact Center Site Tour

John Bord, Manager, Customer Experience, Tucson Electric Power (TEP)

Rockstar Insights:

John-Bord John Bord
Manager, Customer Experience
Tucson Electric Power (TEP)

Why You Should Listen to John:
Bio is forthcoming.

2:30 PM

Customer Engagement Leadership Council Critical Issue Roundtable

3:30 PM

Site Tour and Critical Issue Roundtable Conclude

Shuttle Transportation to JW Marriott Starr Pass Provided.