SATURDAY, OCTOBER 15, 2022 | ARRIVAL DAY
7:00 PM
Suggested Arrival Time
Arrive Saturday to participate in one of the networking activities on Sunday.
Email us (dyan.lyon@frost.com) pre-event if you are arriving earlier than 7pm & would like to unwind over a round of golf at the gorgeous JW Marriott Tucson Starr Pass Resort & Spa. We’ll help pair you up with fellow colleagues so you can simply grab or rent your clubs, meet your partner and tee off!
**All course and rental fees are the responsibility of the participant.
SUNDAY, OCTOBER 16, 2022 | NETWORKING DAY
Link in, relax, meet-and-greet during special activities devoted to making new contacts and new friends.
8:15 AM
Networking Activity
Off-Road Jeep Excursion & Lunch
Start time may vary, please refer to the confirmation email you received from Dyan.Lyon@frost.com for further details
Buckle up & join us for a one of a kind off-roading adventure! This experience will keep you on the edge of your seat as you drive through the desert and observe local wildlife while snapping photos with amazing backdrops for the ‘gram. The appetite you work up will be satisfied with nothing but the best food Tucson has to offer. Let the fun begin where the pavement ends!
Food & Transportation to be provided.
Hosted By:
2:15 PM
Customer Engagement Leadership Council Annual Meeting
3:15 PM
Sponsor Workshop
4:45 PM
Sponsor Registration & Orientation Reception
6:00 PM
Presenter & Key Thought Leader Orientation
6:45 PM
Participant Meet ‘n’ Greet
7:30 PM
Welcome Networking Reception & Event Kickoff
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 – The Unlock that is Empowerment
8:55 AM
Navigating the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
9:05 AM
BEST PRACTICE - Empowering Associates to Enhance CX and Efficiencies
9:25 AM
Energizer
9:30 AM
EXECUTIVE INSIGHT – Work from Anywhere, 2+ Years Later
Customer Engagement Leadership Council Member
9:55 AM
Networking, Refreshment, and Exhibition Break
10:20 AM
CONCURRENT COLLABORATION ZONES – CASE HISTORIES AND ROUNDTABLES
Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.
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:
Christopher M. Carrington, Chief Executive Officer and Managing Partner, Omni Interactions
Stephanie Fritz, Vice President of Business Development, Callzilla
Siavoche Siassi, Global Marketing Director, Digital Commercial Capabilities, Amgen
Kaushik Valluri, Senior Client Solutions Partner, Quantiphi, Inc.
Steve Seibert, Chief Technology Officer, Support Services Group
11:20 AM
Session to Session Travel Time
11:25 AM
INTERACTIVE 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-
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!
12:40 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Topic Tables Hosted by Industry Leaders
- Topics hosted by Callzilla, Quantiphi, Atento, & Intradiem 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
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
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
The Fix on Elevating Women in Leadership
The Fix on Getting to Lean Customer Service
Robert Gofourth, President, Performance Strategies, Inc.,
Customer Engagement Leadership Council Member
The Fix on Securing Sensitive Data Across Disperse Locations
Jason Mercer-Pottinger, RTS Operations Director US Region, Baxter Healthcare Corporation, Customer Engagement Leadership Council Member
The Fix on 360°: How Close Can We Get?
3:30 PM
Networking, Refreshment, and Exhibition Break
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:
4:55 PM
Session to Session Travel Time
5:00 PM
A FIRESIDE CHAT WITH NATALIE & ALPA – What It Takes to Lead with Agility
Leaf Home
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan
5:30 PM
Networking Reception
TUESDAY, OCTOBER 18, 2022 | GENERAL SESSION AND EXHIBITION
6:45 AM
Early Risers Run/Walk
6:45 AM
Early Risers Yoga
8:00 AM
Continental Breakfast and Exhibition
8:45 AM
ICE BREAKER AND HEADLINER – It Takes Emotional Intelligence for Impactful and Quality Customer Interactions
9:25 AM
HEADLINER - Contact Center Digital Transformation: Then, Now, and Next Level
9:45 AM
Frost & Sullivan Customer Contact Executive MindXchange Shout Outs: Advisory Board, Sponsors, and Council Members
9:50 AM
Energizer
9:55 AM
ASK THE EXPERTS! Panel Discussion – Surprising Lessons From My Digital Transformation Journey
Brad Nichols, Global Leader, Business Operations and Customer Service, Dun & Bradstreet
Panelists Include:
Chris Goostree, Director of Contact Center Operations, TMX Finance Family of Companies
Jeff Grant, Senior Product Owner, Enterprise Contact Center, Southwest Airlines
Francisco Toledo, Director Continuous Improvement and Outsourced Operations, Groupon
Holly Wendt, Americas Senior Operations Leader – Device, Digital and Alexa Support, Amazon
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:
Candace Sheitelman, Chief Marketing Officer, Edify
12:20 PM
Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
Hosted by:
Topic Tables Hosted by Industry Leaders
- Topics hosted by TaskUs, Kore.ai, LiveOps, Blueprism 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:
David Parsons, Solutions Engineer, SmartAction
Fili Ledezma Soto, Senior Vice President Commercial US, Atento
3:00 PM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
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:
Customer Engagement Leadership Council Member
Oren Shefler, Vice President Sales, North America, Uniphore
Stacy Sherman, Vice President of Agent Experience and Marketing, Liveops
4:45 PM
Session to Session Travel Time
4:50 PM
CAPSTONE – The 2023 Roadmap: Adapting to Shifting Customer Behavior in a “Phygital” World
5:20 PM
General Session Concludes
5:45 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
8:30 AM
Continental Breakfast and Exhibition
9:00 AM
KICKOFF AND HEADLINER – Building a Culture Based on Employee Experience
9:50 AM
Energizer
9:55 AM
BEST PRACTICE – Transforming the Contact Center: Practices and Methodology for Sustainable Change
10:25 AM
Networking, Refreshment, and Exhibition Break
10:55 AM
EXECUTIVE INSIGHT – 5 Questions You Should Ask About CX Implementation
11:30 AM
INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan, Customer Engagement Leadership Council Member
Panelists Include:
Natalia Brown, Chief Client Operations Officer, National Debt Relief
Clancey Dollard, Director, 24/7 Support Center, University of Arizona
Rebecca McLaughlin, Director Commercial Operations U.S., Moderna, Customer Engagement Leadership Council Member
Tom Tejada, Vice President of Customer Experience and Business Division, Ember Technologies, Inc.
12:00 PM
Content for the 18th Annual Customer Contact West Concludes
TUCSON ELECTRIC POWER CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE
12:15 PM
Shuttle Check In. Lunch will be provided.
1:15 PM
Tucson Electric Power Customer Contact Center Site Tour
2:15 PM
Customer Engagement Leadership Council Critical Issue Roundtable on Exceeding Customer Expectations with People, Process and Technology
3:30 PM
OCTOBER 16
OCTOBER 17
OCTOBER 18
OCTOBER 19