Customer Contact West 2022

Agenda

This content is from our previous event

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

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Content below is from our previous event.

 

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

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.

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.

MONDAY, OCTOBER 17, 2022 | 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?

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

9:55 AM

Networking, Refreshment, and Exhibition Break

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

Zone 2. The Nuances of Workforce Management Today

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.
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?

Zone 2. Realizing a Heightened Interplay Between AI and Humans

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

4:45 PM

SUCCESS STORY- What’s Your Customer Service Brand?

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 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

Capturing the Loyalty of The Modern Customer

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

10:40 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

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

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

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.

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?

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

The Fix on Doing More with Less

The Fix on FCR

The Fix on KPIs

4:35 PM

EXECUTIVE BRAINSTORM - How Might We Redefine Talent Strategy?

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 19, 2022 | 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

10:00 AM

EXECUTIVE INSIGHT - Trust: Relationships are Everything

10:25 AM

Networking, Refreshment, and Exhibition Break

10:55 AM

BEST PRACTICES - Empowering Your Employees to Drive Innovation

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

12:00 PM

CONTENT FOR THE 17TH ANNUAL CUSTOMER CONTACT WEST CONCLUDES

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