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. The Win-Win Model of Investing in Your Employees
Zone 3. Driving Peak Performance Agent Wide
Zone 4. Innovative Best Practices that deliver 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

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 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
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:

 Alta Resources & Support Services Group

2:15 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 & Key Thought Leader Orientation

An essential meeting for Headliners, Rockstars, Fab Facilitators, and Key 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:
Datamark
C2Perform

MONDAY, OCTOBER 17, 2022 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

 
Registration Items Hosted By:
Atento
LiveOps
Blue-Prism
Zenarate
Featured Demonstration Hosted By:

Blue Prism

8:30 AM

WELCOME and HEADLINER – The Unlock that is Empowerment

Monica Rothgery, Chief Operations Officer, KFC US

Abstract:
You and your business survived COVID, but now you find yourself even more pressed for time with less energy to devote to developing your team and your guest experience. There’s simply too much to do and not enough of YOU. Let’s explore the unlock of empowerment and creating a more fulfilling experience for you, your team and ultimately your customer.

Key Take-Aways:

  • A thoughtful look at time, energy, and focus
  • Insight on the importance of empowerment as a development tool
  • Technique to free yourself to do your most important work

Headliner:

Monica RothgeryMonica Rothgery
Chief Operations Officer
KFC US
 
Why You Should Listen to Monica:
Starting her career as a fast-food restaurant manager, Monica is now the Chief Operating Officer for KFC, leading 4000 restaurants across the United States. She is a people-focused leader who knows that team members are the key ingredient to a great customer experience. Monica uses humor and story to share leadership lessons that transcend industry and invites all leaders to achieve their highest potential while inspiring the next generation.

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

Jasmine Green, Vice President Enterprise Customer Solutions and Enablement, Nationwide

Abstract:
Enhancing the customer experience is everyone’s job. This involves listening to associates, customers, and intermediaries. Our strategy is to improve experiences for all through a collaborative effort.

Key Take-Aways:

  • A blueprint and process to gain insights and perspectives from within your own walls
  • Guidance on effectively analyzing and sharing key findings with applicable business units
  • A concrete approach to prioritize opportunities and create action items and next steps
  • Insight on impactful metrics to measure improvement

Rockstar Insights:

Jasmine GreenJasmine Green
Vice President Enterprise Customer Solutions and Enablement
Nationwide
 
Why You Should Listen to Jasmine:
In the course of her 37 year career, Jasmine continues to deliver proven leadership and wins in Customer Experience, Operations, Contact Centers, and Continuous Improvement.

9:25 AM

Energizer

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

9:30 AM

EXECUTIVE INSIGHT – Work from Anywhere, 2+ Years Later

Michele Kerr, Senior Director, National Contact Center, TIAA,
Customer Engagement Leadership Council Member

Abstract:
Contact Center strategy, culture and environment has evolved significantly in the virtual world. This session will focus on lessons learned, how to continuously adapt and the strategic and cultural headwinds we all should consider.

Key Take-Aways:

  • Years in Review: What have been the successes and what is not working well?
  • Present: What are today’s current challenges focusing on topics such as recruiting, on-boarding, training and engagement
  • Future: What needs to be considered as the model evolves?

Rockstar Insights:

Jasmine GreenMichele Kerr
Senior Director, National Contact Center
TIAA
Customer Engagement Leadership Council Member
 
Why You Should Listen to Michele:
Michele began her career over 20 years ago in the Financial Services industry as a contact center associate herself. As a result, she took her experiences, as well as lessons, and turned that into a passion for call center excellence. She has led large contact and operational groups at Merrill Lynch, Bank of America, LPL Financial and currently TIAA.

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
Phil Gray, Chief Product Officer, Interactions


Abstract:
With consumer demand for digital channels and the current labor shortage, brands are feeling pressure to create an efficient and satisfying digital customer experience. While automation can be leveraged to enhance efficiency, it only works well when it  delivers a conversational customer experience that is consistent and integrated across the entire customer journey.

Key Take-Aways:

  • The one question every conversation should begin with
  • Three things that will ensure your automated conversations happen at a natural human level
  • Five questions you should ask your agents to ensure automation empowers their value and enhances their experience

Fab Facilitator:

Phil GrayPhil Gray
Chief Product Officer
Interactions
 
Why You Should Listen to Phil:
Phil leads innovation initiatives at Interactions, collaborating with customers and partners to create and operationalize disruptive technology inventions that transform customer experience. He has extensive experience with Conversational AI and customer experience technologies. Prior to joining Interactions, Phil founded and led Versay, a natural language, speech applications company. He also held leadership roles at Nuance and Eloyalty.

Zone 2.
The Future of People-Based Customer Support…Today
Becky Ploeger, Global Head of Reservations and Customer Care, Hilton Worldwide
Christopher M. Carrington, Chief Executive Officer and Managing Partner, Omni Interactions


Abstract:
The customer contact industry for human interactions has been in constant evolution since the 1970s. In that time, WHERE call centers have been established has been the focus – from large cities to small towns to near shore and offshore locations like India, the Philippines and Central America and then to work-at-home. Today, with the proliferation of technology, security and alternate work arrangements, the HOW of the industry is becoming the true driver of differentiated customer engagement.

Key Take-Aways:

  • Historical learnings
  • Innovative applications of remote work, the Gig Economy and new ‘off-the-shelf’ technologies are changing the customer contact industry for customer experience workers and, most importantly, our customers
  • Exploration of optimal solutions that can allow our customer support to be on-demand, maintain high quality, expand access to talent, increase retention and do so all for a better total value

Fab Facilitators:

Becky PloegerBecky Ploeger
Global Head of Reservations and Customer Care
Hilton Worldwide
 
Why You Should Listen to Becky:
At Hilton, Becky inspires innovation to deliver an elevated, world-class customer experience through a team of over 5K internal and BPO partner agents. Her impressive record and repeated success in fearlessly delivering transformational change through innovative hands-on operational leadership, relationship building, and project management has led to millions of dollars in revenue generation and expense reduction.
 
Christopher M. CarringtonChristopher M. Carrington
Chief Executive Officer and Managing Partner
Omni Interactions
 
Why You Should Listen to Christopher:
Chris spends each waking moment thinking how to innovate the future of work. Chris started with traditional BPO work with Capgemini, then creating the work-at-home industry at Alpine Access to now innovating the Gig Economy for customer support with Omni Interactions. His expertise in the BPO and customer contact space spans more than 35 years in C-level roles leading and growing global corporations that deliver technology-enabled business services.

Zone 3.
Speech Analytics for Quality and Training
Lisa Diehl, Director, Consumer Care, Freshpet
Stephanie Fritz, Vice President of Business Development, Callzilla


Abstract:
Explore a real-world use case illustrating the effective use of speech analytics to add a new level to what teams can achieve. Find out what worked and didn’t work for Freshpet during its implementation, their lessons learned, outcomes, and the next steps in their journey.

Key Take-Aways:

  • The key success factor in getting a deep analysis of every customer interaction with human-like insight on the customer experience
  • Insight into building a business case for how speech analytics can benefit your agents, leadership, and customers
  • Ideas for unlocking some new capabilities for those already using it

Fab Facilitators:

Lisa DiehlLisa Diehl
Director, Consumer Care
Freshpet
 

Why You Should Listen to Lisa:
Lisa defines strategies and solutions that improve the experience of Freshpet’s Pet Parents. She has a keen focus on enhancement of operational effectiveness and a commitment to a collaborative work environment that focuses on engaging and motivating her teams. Within Freshpet, Lisa is also a member of Freshpet’s Crises Management Team.

 
Stephanie FritzStephanie Fritz
Vice President of Business Development
Callzilla
 

Why You Should Listen to Stephanie:
Stephanie works to identify and build long-term relationships with clients who can benefit from Award winning customer care and business process outsourcing. She is dedicated to driving customer success and believes that a customer centric culture is the key to success. She is involved in all new client development at and runs the sales process for Callzilla.

Zone 4.
Integrating Disparate Systems to Address CX Challenges
Andrew Clark, Managing Director, Quality and Insights, TIAA
Siavoche Siassi, Global Marketing Director, Digital Commercial Capabilities, Amgen
Kaushik Valluri, Senior Client Solutions Partner, Quantiphi, Inc.


Abstract:
Organizations are leveraging Conversational AI in their contact centers for multi-language support, omnichannel experience, sentiment analysis and multi-modality. In order for organizations to reap the full benefits and deliver best in class experiences, tighter integration with business back-end systems is key for success. Join us to explore how you can overcome the very real challenges related to siloed data management.

Key Take-Aways:

  • An assessment of the impact of a siloed data approach on CX
  • Best practices for end-end cross platform integration
  • Use cases in Healthcare and Financial Services

Fab Facilitators:

Andrew ClarkAndrew Clark
Managing Director, Quality and Insights
TIAA
 

Why You Should Listen to Andrew:
Andrew brings his unique perspective on the application of innovative technologies to deliver insights and drive optimization from customer interactions in roles that range from product development, customer experience management, and B2B and B2C business direction. Andrew will share his passion for transforming data into applicable insights, understanding the root cause of issues, and driving change through examples from his real-life experiences.

 
Siavoche SiassiSiavoche Siassi
Global Marketing Director, Digital Commercial Capabilities
Amgen
 

Why You Should Listen to Siavoche:
Siavoche brings over 15 years of experience in life sciences, spanning healthcare providers, management consulting, and within the pharmaceutical sector. In his current role at Amgen, one of the world’s leading biotechnology companies, he is leading the piloting, scaling and roll-out of several large-scale digital initiatives throughout the enterprise, including a conversational AI roadmap that spans multiple patient and provider use cases.

 
Kaushik Valluri Kaushik Valluri
Senior Client Solutions Partner
Quantiphi, Inc.
 

Why You Should Listen to Kaushik:
A technologist who really enjoys bringing hardware and software solutions to life, Kaushik has 15+ years of experience working with diverse teams on new product development, go to market, product management and customer success in the Telecom, Healthcare and Financial Services verticals.

Zone 5.
Charting a Course to Fully Integrated Channel Capabilities
Charles Zambelli, Director, Consumer Support, Michael Kors
Steve Seibert, Chief Technology Officer, Support Services Group


Abstract:
In today’s world of many communication channels and platforms, the problem isn’t with having solutions to support a myriad of interactions; the problem is how to effectively handle a plethora of interactions across different channels with the same CX support staff. This session focuses on how the key criteria to look for in a true Omnichannel solution, then shifts to an interactive Q&A session with a leading fashion company that has successfully implemented and integrated new channel support for both Customer Care and Sales.

Key Take-Aways:

  • Best practices in integrating an Omnichannel solution with your company’s core business systems (ERP, OMS, CRM)
  • A framework for successful Omnichannel implementation & integration
  • The biggest pitfalls to avoid on your Omnichannel journey
  • Success factors – providing real business uplift

Fab Facilitators:

Charles ZambelliCharles Zambelli
Director, Consumer Support
Michael Kors
 
Why You Should Listen to Charles
Charles brings decades of knowledge managing Consumer Support teams, with a dedicated focus on supporting luxury Ecommerce retail businesses. His clientele both expects and deserves a white-glove experience at every touchpoint and as a result, he believes leveraging today’s technology is imperative to providing top notch service.
 
Steve SeibertSteve Seibert
Chief Technology Officer
Support Services Group
 
Why You Should Listen to Steve
A true technologist who “eats, sleeps and breathes” technology, Steve Seibert 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).

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

Why You Should Listen to Sandra:
Sandra is currently responsible for designing strategies for effective customer outreach; improving customer satisfaction and perception; promoting innovation in the delivery of service and products; and supporting the overall enterprise utility business plan. She earned her Juris Doctorate degree from Loyola University School of Law, and her MS and B.S. degrees from Radford University. Most recently, she obtained her Executive Masters in Business Administration from Tulane University’s Freeman School of Business.

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:
Zenarate, Datamark & TaskUs Logos

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?

Brian Saylor, Senior Vice President, Director of Contact Center Operations, Sandy Spring Bank


Abstract:
The pandemic has accelerated the need for new technology to support the evolution of client service needs. Organizations are adapting to these technology demands to be competitive, efficient, and relevant in the industry. The true challenge is how to remain client-centered, while leveraging technology to meet the needs of clients and employees. This session will challenge you as a leader to think strategically about this dynamic balance and how investments in technology will impact your organization, culture, and strategic objectives.

Key Take-Aways:

  • Best practices for preparing and getting ahead of change when leading your contact center organization
  • Examples of how to meet the changing needs in the contact center world, leading employees to personalize their approach for customers
  • An understanding of how to redesign your future contact center and measure impact using the most important KPIs
  • Insights on what technology to invest in and how it must work in tandem via APIs to provide the optimal experience

Rockstar Insight:

Brian Saylor  Brian Saylor
Senior Vice President, Director of Contact Center Operations
Sandy Spring Bank
 

Why You Should Listen to Brian:
Brian is a leader and change agent with over 26 years of experience in the banking industry. His academic training was at the University of Maryland and University of Pennsylvania schools of business. But it is his real-world experience in retail community banking, marketing, and strategic sales leadership that led to his transformational approach to customer experience. Brian will share industrial insights and best practices on how to optimize your contact center through investments in technology and people.

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

Diana Herron, Vice President of Emerging Markets, Communication Service for the Deaf

Hosted By:

Diana HerronDiana Herron
Vice President of Emerging Markets
Communication Service for the Deaf
 

Why You Should Listen to Diana:
Using her life-long passion for opening the doors of opportunities for Deaf people, Diana works with companies to increase accessibility to deaf consumers.

The Fix on Accelerating Vendor Selection and Technology Implementation

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

Hosted By:

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

Why You Should Listen to Brad:
Brad is a 20 year veteran of the Customer Service and Experience space and an industry advocate. Having led global customer operations across multiple large Financial Services organizations serving B2B, B2C and B2B2C customers in Trading and Wealth Management, Credit, Risk, and Insurance, Brad offers a wide range of observation and first hand experiences leading contact center challenges and change.

The Fix on Elevating Women in Leadership

Natalia Brown, Chief Client Operations Officer, National Debt Relief

Hosted By:

Natalia BrownNatalia Brown
Chief Client Operations Officer
National Debt Relief
 

Why You Should Listen to Natalia:
Natalia has over 20 years in the service industry. She has spent the last 12 years with National Debt Relief as the Chief Client Operations Officer. Natalia has led teams internationally and helped hundreds of thousands of people out of debt. She is a servant leader and an advocate for her teams and consumers.

The Fix on Getting to Lean Customer Service

Robert Gofourth, President, Performance Strategies, Inc.,
Customer Engagement Leadership Council Member

Hosted By:

Robert GofourthRobert Gofourth
President
Performance Strategies, Inc.
Customer Engagement Leadership Council Member
 
Why You Should Listen to Robert:
Robert has more than 30 years of operations, customer experience and risk management across a variety of industries including insurance, mortgage banking, government enterprise, and outsourcing. He is also the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.

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

Hosted By:

Jason Mercer-PottingerJason Mercer-Pottinger
RTS Operations Director US Region
Baxter Healthcare Corporation
Customer Engagement Leadership Council Member

 
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?

Chris Goostree, Director of Contact Center Operations, TMX Finance Family of Companies

Hosted By:

Chris GoostreeChris Goostree
Director of Contact Center Operations
TMX Finance Family of Companies
 

Why You Should Listen to Chris:
A dynamic Contact Center leader with expertise in driving performance and efficiencies within a sales and/or customer service contact center. Chris has led successful programs for companies such as Toyota Connected, Cotiviti, Netflix and now the TMX Financial Family of Companies.

 

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
Erik Walton, Executive Vice President NA Sales, Kore.ai


Abstract:
Deploying extraordinary conversational AI experiences is hard. There are many considerations to make throughout the entire process, which can be overwhelming. Perfecting a process to create and deploy phenomenal conversational AI experiences is the critical success factor in delivering extraordinary business outcomes.

Key Take-Aways:

  • A proven framework to design, build, test, and deploy conversational AI
  • Business outcomes based on production conversational AI experiences
  • Pitfalls to watch out for at every step along your conversational AI journey

Fab Facilitator:

Erik WaltonErik Walton
Executive Vice President NA Sales
Kore.ai
 

Why You Should Listen to Erik:
As EVP of Sales, Erik leads one of North America’s largest and highest revenue-generating teams. With over 25 years of sales and leadership experience, Erik is a strong asset to the sales team with a specialization focused on the contact center industry. Prior to Kore.ai, he worked at a few of the largest and most successful BPO organizations in the United States. He currently lives in Huntington Beach, California, and enjoys swimming, off-roading, and snowboarding.

Zone 2.
Talent Development to Fuel Retention and Organizational Growth
Ginger Conlon, Thought Leadership Director, Genesys


Abstract:
CX employees want opportunities for advancement and enjoy learning new skills and technologies, according to a survey of nearly 17,000 agents worldwide. But with annual turnover of more than 100% being the norm at many companies, most contact center leaders are necessarily focused on recruitment. In this interactive session, we’ll discuss ways to retain CX employees and increase their value to the organization.

Key Take-Aways:

  • An assessment of what agents value most regarding career growth and how that translates into CX career development opportunities
  • Key findings on how companies can use AI and CX technologies to enable agents to improve their skills and advance in their career
  • Insight on how CX managers can help their staff grow beyond the contact center, bringing their CX expertise to other areas

Fab Facilitator:

Ginger ConlonGinger Conlon
Thought Leadership Director
Genesys
 

Why You Should Listen to Ginger:
An award-winning editorial leader, Ginger Conlon is currently thought leadership director at Genesys, where she co-creates expansive research-led reports on customer experience. Additionally, she serves on the Environmental Defense Fund’s Digital Advisory Council. In her prior roles as chief editor of Direct Marketing News, 1to1, and CRM magazines, she set the editorial vision and strategy, which led to increased readership, reader engagement, and revenue. Ginger received a DMCNY Silver Apple lifetime achievement award for her contributions to the marketing industry.

Zone 3.
Using AI-Powered Real-Time Coaching to Create Happy Customers and Lessen Agent Stress
Matt Coughlin, Chief Executive Officer, XSELL Technologies


Abstract:
Eighty percent of your customers are speaking with agents who simply do not know or do not understand how to deliver a great customer experience. Let’s discuss how to get agents on the floor faster, drive superior results, and keep them happier so they stay longer.

Key Take-Aways:

  • Insight into conversational maps that create highly repeatable customer experience strategies, and build competence and confidence for agents
  • Case history on Fortune 500 companies getting agents better faster, engaged and aligned, contributing more, and staying longer – impacting bottom line and top line results
  • Innovative ways to humanize the agent experience and quickly move them from low to top performers

Fab Facilitator:

Matt CoughlinMatt Coughlin
Chief Executive Officer
XSELL Technologies
 

Why You Should Listen to Matt:
Matt is a leader with contagious passion for great customer engagement, and the economic and business impacts created when customers are engaged in exactly the right way. Prior to founding XSELL, Matt had the opportunity to work with many quintessential brands helping them to bring their customer experience to life. His experience in these environments led to his observation of a power law in sales, regardless of the brand, wherein top performing agents were not marginally better than their peers – they were multiples better and they delivered disproportionately successful results.

Zone 4.
Process Improvement for a Better Customer Experience
Matt Rupe, Director of Sales, DATAMARK


Abstract:
We are all faced with numerous issues in the day-to-day challenges of our contact centers. We will explore techniques, including the Six Sigma DMAIC model, that offer a methodical approach for being able to define the true issue clearly, analyze comprehensively in order to select an appropriate improvement solution, and control the implementation in order to ensure that you gain the expected benefits.

Key Take-Aways:

  • When you know there is a problem, how do you understand what the problem really is?
  • Guidance on how to pick the right tool(s) to solve the problem
  • Advice to make sure that the selected solution is actually improving things
  • Practical ways automation and AI can be leveraged in problem solving

Fab Facilitator:

Matt RupeMatt Rupe
Director of Sales
DATAMARK
 

Why You Should Listen to Matt:
Matt has been in the contact center industry for 20+ years and has worked with some of the largest BPO’s in the world. Matt has Operation Leadership experience and has simultaneously managed multiple clients and as many as 18,000 employees. He has an excellent track record supporting performance management, workforce management, client management, and above all people management — the keys components to success in this industry.

Zone 5.
Effective Omnichannel Routing Strategies
Trent Cook, Vice President Customer Success & Product Strategy, Bucher + Suter


Abstract:
The necessity for omnichannel capabilities in the contact center has been around for more than a decade, but in 2022 we still see significant gaps in customer expectation and solution reality. Find out how to do it right and achieve the successful fulfillment of omnichannel routing strategies.

Key Take-Aways:

  • Best practices for mapping your business’s CX requirements to your routing strategy, to ensure success for your customers and your business
  • The critical factors required for a successful routing strategy, that efficiently utilizes your agent and your technical capabilities
  • A selection of omnichannel models and a deep dive into their strengths in managing and orchestrating digital interactions

Fab Facilitator:

Trent CookTrent Cook
Vice President Customer Success & Product Strategy
Bucher + Suter
 

Why You Should Listen to Trent:
Part customer evangelist, part product strategist, Trent brings more than 15 years of contact center experience together with a passion for stretching the art of the possible to ensure brands meet and exceed their customers’ expectations. In a world where technical capabilities often play catch up to demands, Trent is able to cut through the noise, and ascertain where companies should focus their efforts to ensure the intended value of their investments.

4:55 PM

Session to Session Travel Time

5:00 PM

A FIRESIDE CHAT WITH NATALIE & ALPA – What It Takes to Lead with Agility

Natalie Beckerman, Senior Vice President, Global Call Center Operations,
Leaf Home
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan


Abstract:
The pandemic forced us to think and act differently and become more agile with our workforce, our technology and our approach internally and externally with our customers. Future disruptive forces will no doubt require us to call upon the same skill in pivoting to meet unexpected challenges. This session will challenge you as a leader to become more agile and do what is necessary to lead and win from the front.

Key Take-Aways:

  • Lessons we learned that forced us to become agile as a leader in the contact center world, leading people and personalizing the approach to our customers
  • Best practices for getting ahead of change when leading your sales/service contact center organization
  • Insight on what is required to continue to innovate and improve your contact center models, AI, automation, digital footprint and workforce engagement

Rockstar Insights:

Natalie BeckermanNatalie Beckerman
Senior Vice President, Global Call Center Operations
Leaf Home
 

Why You Should Listen to Natalie:
Described as a disruptor in the customer experience and customer contact space, Natalie Beckerman has run top tier, large scale operations driving transformation and strategy, while conquering operational and service excellence across the USA, UK and EMEA. She is known to build new business, increase revenue and turn around performance, while at the same time reenergizing and invigorating businesses and leaders. Natalie has done this in the telecommunications/mobile, Home Services and Fintech/Financial services industries.

 
Alpa ShahAlpa 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.

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.

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

Featured Demonstration
Hosted By:
Pathlight

8:45 AM

ICE BREAKER AND HEADLINER – It Takes Emotional Intelligence for Impactful and Quality Customer Interactions

Michael Shaw, Chief Brand Officer, Former Head of CX at Miami Marlins. ESPN, Amazon, Groupon Alumni


Abstract:
Emotional Intelligence is often the most undervalued yet powerful predictor of positive interpersonal interactions. This session will examine how to drive more impactful interactions with Customers, potential Clients, and internal Colleagues using the four anchors of EI – self awareness, self-management, social awareness, and relationship management.

Key Take-Aways:

  • Develop awareness of positive relational energy and its impact on your team
  • Best practices for consistent interactions with customers based on better self and social awareness
  • Framework to identify opportunities to settle disputes, differences of opinion, and misunderstandings

Headliner:

Michael ShawMichael Shaw
Chief Brand Officer
Former Head of CX at Miami Marlins. ESPN, Amazon, Groupon Alumni
 

Why You Should Listen to Michael:
Michael attended Middle Tennessee State University for his undergraduate degree. Before his current position, Michael worked in Business Development for Amazon, was the North American Head of Sports, Art & Theatre Partnerships at Groupon, and began his sports career on the Content & Acquisitions team at ESPN. Michael was recognized as a Top Diverse Leader in Sports for 2021 by the Sports Inclusion Conference.

9:25 AM

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

Aini Ali, Vice President, Service Technology, ADP, Customer Engagement Leadership Council Member

Abstract:
With digital transformation blazing the trail across the industries, companies are pressured to evolve to stay competitive. However, transformation is a personal journey for each organization. What are the key areas of focus to deliver results?

Key Take-Aways:

  • Best practices for creating a holistic transformation strategy
  • Steps to determine the best service channel mix for contact center solutions
  • Insight on how to become a data-powered organization

Headliner:

Aini AliAini Ali
Vice President, Service Technology
ADP
Customer Engagement Leadership Council Member
 
Why You Should Listen to Aini:
Aini is a dynamic leader with a diverse background across technology, business and operations. She’s energized by creating personalized transformation strategies and execution plans for mid-large sized organizations. Meet Aini to learn more about building & leveraging strong, diverse teams that meet the ever-evolving needs of the business.

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 – Surprising Lessons From My Digital Transformation Journey

Moderator:
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


Abstract:
Digital transformation is impacting almost every contact center these days, regardless of industry. Through channel proliferation, self-service enablement and social media, it has become a question of “When and How Much” rather than ‘If” your company’s customer service operations will push into the digital world. In this panel discussion we will explore some of the most significant (and surprising!) lessons learned by our panelists during their own digital transformation journeys.

Key Take-Aways:

  • A simple way to find out what really matters and what doesn’t for your customers
  • Insight into using knowledge gained to implement past successes
  • Best practices for capturing and applying lessons learned to avoid pitfalls and past mistakes

Moderator:

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

Why You Should Listen to Brad:
Brad is a 20 year veteran of the Customer Service and Experience space and an industry advocate. Having led global customer operations across multiple large Financial Services organizations serving B2B, B2C and B2B2C customers in Trading and Wealth Management, Credit, Risk, and Insurance, Brad offers a wide range of observation and first hand experiences leading contact center challenges and change.

Panelists Include:

Chris GoostreeChris Goostree
Director of Contact Center Operations
TMX Finance Family of Companies
 

Why You Should Listen to Chris:
A dynamic Contact Center leader with expertise in driving performance and efficiencies within a sales and/or customer service contact center. Chris has led successful programs for companies such as Toyota Connected, Cotiviti, Netflix and now the TMX Financial Family of Companies.

 
Jeff GrantJeff Grant
Senior Product Owner, Enterprise Contact Center
Southwest Airlines
 

Why You Should Listen to Jeff:
Jeff has dedicated his IT career to improving the Customer and Employee experience by merging data with current and emerging technologies to achieve a desired outcome which were then measured in order to improve the experience. It is a journey and there are boarding signs, re-routes, turbulence, delays and sometimes fair weather along the way that must be endured so we can learn how to create a better experience.

 
Francisco ToledoFrancisco Toledo
Director Continuous Improvement and Outsourced Operations
Groupon
 

Why You Should Listen to Francisco:
Francisco has dedicated the past 10+ years to driving Customer and Merchant experience through Operational Excellence with multiple global assignments across Latin America, Europe and North America. He earned an Executive MBA from IE Business School in Madrid, Spain.

 
Holly WendtHolly Wendt
Americas Senior Operations Leader – Device, Digital and Alexa Support
Amazon
 

Why You Should Listen to Holly:
Holly leads the America’s region that delivers innovative support experiences for customers of Amazon’s devices and digital products in North and South America, South Africa, and the Philippines. Her team consists of operations, customer service, and technical support teams who relentlessly advocate for customers by owning the end-to-end customer experience.

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 CoughlinMatt 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?
China Scroggins, Head of Customer Experience, Forever 21
Candace Sheitelman, Chief Marketing Officer, Edify


Abstract:
Born into a continually connected world, Millennials and Gen Z are coming of age. By 2025, they’ll comprise 75% of those working for you. Are you ready? Most companies are not equipped to deliver the employee experience this multitasking, gaming group expects.

Key Take-Aways:

  • A case study on mastering the art of getting the most out of your digital native employees from Forever 21’s award-winning retail customer experience leader
  • Ways that really work to align culture and technology to be a place digital natives want to work (for more than a month)
  • The real impact of what doing the digital native employee thing correctly means for your customer experience

Fab Facilitators:

China ScrogginsChina Scroggins
Head of Customer Experience
Forever 21
 

Why You Should Listen to China:
China is an accomplished Customer Experience and Program Management professional with a notable track record of improving customer satisfaction, retention, financial, and employee engagement results. For the last 15 years, she has worked with brands – like Nordstrom – that are treasured for creating impactful moments of service that drive loyalty, conversion, and true customer obsession.

 
Candace SheitelmanCandace Sheitelman
Chief Marketing Officer
Edify
 

Why You Should Listen to Candace:
Candace brings more than two decades of customer experience marketing expertise to Edify where she is responsible for the company’s go-to-market strategy and execution. Previously, she ran her own integrated marketing firm as well as global marketing for Aspect Software through eight mergers & acquisitions. Candace earned her B.S. in Public Relations from the S.I. Newhouse School of Public Communications at Syracuse University.

Zone 3.
The Dark Side of Data: Uncovering the Metrics that Matter in Performance Management

Shanthala Balagopal, Director of Product Marketing, Pathlight


Abstract:
Modern CX organizations have a proliferation of data from many systems. Is your organization focusing on the right data metrics to drive the best customer outcomes and loyalty? This interactive session will examine how to leverage data to improve your culture, employee performance, and customer experiences.

Key Take-Aways:

  • Pitfalls of too much data and what to watch out for
  • Guidance on the best practices on utilizing data for performance management
  • Recommendations on creating a framework for working with BPOs

Fab Facilitator:

Shanthala BalagopalShanthala Balagopal
Director of Product Marketing
Pathlight
 

Why You Should Listen to Shanthala:
Shanthala is a go-to-market leader with over 20+ years of experience in product management and marketing. Prior to joining Pathlight, she led product marketing at Kustomer (acquired by Meta) and Helpshift, managed product management teams at Yahoo, Amazon, and startup organizations, and is an advisor for various early stage startups. Shanthala is passionate about customer-centric storytelling and developing winning go-to-market strategies that deliver continuous growth for high-growth startups.

Zone 4.
Intentionally Designing an Intelligent, Friendly Self-Serve Customer Experience
Parikshit (PK) Kalra, Senior Vice President, Client Solutions and Capabilities, HGS


Abstract:
Today’s consumers have a willingness to shape their own experiences with the companies they do business with. Smart brands that recognize this desire are looking to meet their customers where they typically begin: self-service. Learn what goes into designing a self-service experience that pleases the user, drives customer loyalty, and saves on overall costs.

Key Take-Aways:

  • The key elements that go into creating an exceptional self-service experience
  • Insight on how IVA with the use of conversational AI can successfully improve CX
  • Results on how contact deflection using self-service can positively impact the bottom line

Fab Facilitator:

Parikshit KalraParikshit (PK) Kalra
Senior Vice President, Client Solutions and Capabilities
HGS
 

Why You Should Listen to PK:
PK designs and delivers solutions to global clients by leveraging HGS’s traditional and transformational analytics toolbox. A Six Sigma Master Black Belt, PK uses lean processes to engineer business process improvements and provide migrations consultation.

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

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:

Zone 1.
The Hybrid Workforce of the Future: Combating Attrition & Reducing Costs with AI Virtual Agents
Marilyn Cassedy, Vice President of Customer Success, SmartAction
David Parsons, Solutions Engineer, SmartAction


Abstract:
With agent attrition rates at an all-time high in 2022, combating turnover has become the #1 priority for contact center leaders. In this interactive session, we’ll discuss short and long-term strategies for reducing attrition – and the role that AI virtual agents will play in the future of CX.

Key Take-Aways:

  • Critical factors to change current handling processes and agent performance KPIs
  • Lessons learned on common tactics that prove to be temporary solutions
  • Proven ways to utilize conversational AI for employee retention

Fab Facilitators:

Chris WallaceMarilyn Cassedy
Vice President of Customer Success
SmartAction
 

Why You Should Listen to Marilyn:
Marilyn is the Head of Customer Success at SmartAction where she’s partnered with customers across a range of verticals to implement and expand their self-service footprint in the call center. After more than a decade of experience in customer success, Marilyn knows that a key step in unlocking an agent’s full potential is though the technology that supports them before, during, and after a phone call.

 
David ParsonsDavid Parsons
Solutions Engineer
SmartAction
 

Why You Should Listen to David:
David is part of the Solutions Engineering Team at SmartAction where he is committed to helping customers build and implement solutions that greatly benefit their call centers. With multiple years in the industry, he truly understands the problems that call centers face today and the impacts it has on their businesses..

Zone 2.
Closing Gaps in CX Delivery
Jennifer Lee, Chief Operating Officer, Intradiem


Abstract:
Running an effective contact center requires balancing the conflicting needs of ops, agents, and customers. In this interactive session, we’ll discuss intelligent automation’s unique ability to satisfy all three stakeholders’ needs simultaneously while improving both agent and customer experiences.

Key Take-Aways:

  • Insight on how to dynamically leverage unforeseen opportunities for operations to work strategically rather than reactively
  • Lessons learned on reducing the multiple frustrations that typically contribute to costly agent attrition
  • Ways to improve the customer experience by eliminating excessive wait/hold time and ill-prepared agents

Fab Facilitator:

Jennifer LeeJennifer Lee
Chief Operating Officer
Intradiem
 

Why You Should Listen to Jennifer:
Jennifer has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. As Chief Operating Officer, Jennifer leads Intradiem’s Product Management, Product Marketing, Marketing, and Customer Success teams. Prior to this role, Jennifer has served as Chief Strategy Officer and has led the Customer Success organization.

Zone 3.
Innovative Onboarding for Speed to Proficiency
Casey Denby, Senior Director, Enterprise Sales, Zenarate


Abstract:
Accelerate onboarding and agent speed to proficiency through new agent learning journey design. Discover the new innovative approach to helping agents master high-impact call scenarios they will face with live customers. Are you ready to deliver proven outcomes such as Faster FCR, Faster AHT, Decreased OPEX, and Higher CSAT Scores?

Key Take-Aways:

  • Best practices for improving speed to proficiency
  • Blueprint/Framework to accelerate agent learning journey
  • Proven ways to master soft skills, best & required practice, and call flow steps

Fab Facilitator:

Casey DenbyCasey Denby
Senior Director, Enterprise Sales
Zenarate
 

Why You Should Listen to Casey:
Casey is an experienced global leader of Learning & Training organizations with a rich background in contact center operational success. Casey is passionate about delivering excellence for the customer, with a belief that the customer service agent job can be more desirable by setting up the agent for immediate success.

Zone 4.
Raising the Bar on CX Using Next Generation Analytics
Josh Ashby, Global Chief Delivery Officer, Atento


Abstract:
In today’s world of big data and analytics, we can finally move away from traditional data, surveys, and quality management techniques within our contact centers. By repurposing your teams and giving them the right tools to bring next generation data and analytics, you can drive strategies to improve products, customer journeys, and even reduce overall costs along the way.

Key Take-Aways:

  • Processes that enable the best use of analytics within your own team
  • Examples of different types of analytics
  • Successful cases of next generation analytics

Fab Facilitator:

John-AshbyJosh Ashby
Global Chief Delivery Officer
Atento
 

Why You Should Listen to Josh:
Josh has a strong global background both in Operations and technology. He has lead teams in Asia, Europe, Africa, and Latin America, and brings a wealth of expertise in developing operational processes and strategic relationships with large international clients. He also developed technological solutions to deliver best in class performance across the partner portfolio. Before joining Atento, he worked as Global Vice President of Operations at Teleperformance, where he spent much of his career in various senior positions working to transform client operations and build high-performance teams to support strategic initiatives and exceed company goals.

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
Rini Fredette, Vice President of Contact Center Services & Solutions, PSCU,
Customer Engagement Leadership Council Member
Oren Shefler, Vice President Sales, North America, Uniphore


Abstract:
Focusing on the customer experience has long been the mantra of nearly every company on the planet. Yet, the painful problems of customer service remain — low first call resolution, repeat calls, long wait times, long call handle times, unfulfilled promises, and more.

It’s not just the challenges of the pandemic causing these customer experience deficiencies. It’s the lack of focus on the other human in the conversation: the agent. Fixing what’s broken in customer service requires improving the agent experience along with the customer experience.

Key Take-Aways:

  • Insight on how conversational AI and automation enhance and augment agent performance to optimize the experience for both customers and agents
  • The use cases that have the greatest impact on agent performance and experience and deliver the most improvement in customer satisfaction
  • Examples of how PSCU have used agent-assist to optimize the experience for agent and customers
  • Best practices for transforming the agent and customer experience using conversational AI and automation

Fab Facilitators:

Rini FredetteRini Fredette
Vice President of Contact Center Services & Solutions
PSCU
Customer Engagement Leadership Council Member
 

Why You Should Listen to Rini:
Rini provides the overall leadership, vision, and strategic direction for PSCU’s Contact Center Operations. She oversees 650+ PSCU employees as well as an outsourced partnership with an additional 550+ contact center representatives across 6 different locations within the U.S. Her contact center services more than 10 million calls from credit union members per year, acting as a valuable extension of every credit union and providing a truly seamless member experience.

 
Oren SheflerOren Shefler
Vice President Sales, North America
Uniphore
 

Why You Should Listen to Oren:
Oren spent most of this professional career helping large enterprises solve very complex challenges in their contact center operations via automation. Working with business executives Oren is passionate about identifying areas for improvement of customers engagements across all channels and modalities through the introduction of intelligent automation solutions.

Zone 2.
Leading with Purpose: A Roadmap to Elevating Customer Experiences through Engaged Agents and Employees
Angela McCann-Lair, Director of Consumer Sales, CUNA Mutual Group
Stacy Sherman, Vice President of Agent Experience and Marketing, Liveops


Abstract:
Purpose-driven companies attract better talent, who increase customer satisfaction and loyalty. In this interactive session, you’ll learn actionable tips about how to really lead with purpose (not check a box) and create a company culture that serves as your competitive advantage.

Key Take-Aways:

  • Examples of the real impact leading a purpose-driven organization has on business success
  • Tactics to recruit and hire the right people who carry out your purpose mission
  • Effective ways of sustaining a purpose-driven authentic culture whereby people “walk the talk” and how to test if it’s working

Fab Facilitators:

Angela McCann-LairAngela McCann-Lair
Director of Consumer Sales
CUNA Mutual Group
 

Why You Should Listen to Angela:
In her role as Director of Consumer Sales, Angela is responsible for consumer experience, operations, and long-term strategic planning of the TruStage Sales Contact Center. The team includes more than 200 licensed agents who support more than 3 million consumer interactions annually.

 
Stacy ShermanStacy Sherman
Vice President of Agent Experience and Marketing
Liveops
 

Why You Should Listen to Stacy:
Stacy is an award-winning Marketing and Customer Experience Executive, Author, and
Speaker, known for her Heart & Science™ framework that accelerates customer retention, referrals, and revenue, fueled by an engaged workforce. She’s been leading strategy and execution for 25 years at reputable brands including Liveops, Verizon, Schindler Elevator Corp, AT&T, Martha Stewart Crafts +. In her spare time, you’ll find Stacy educating and empowering others about DoingCXRight® so real human connections & loyalty exist.

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


Abstract:
Consumer behavior has shifted to expect a seamless online and in person experience. Sanjeev leads a team that is at the epicenter of driving customer happiness through analytics, insights, and predictive solutions. Drawing from his experience, Sanjeev will address how customer behavior has changed over the last three years, and how to adapt a traditional service model to support the customer journey.

Key Take-Aways:

  • Examples of the observed behavior changes in our customer, and the pivots we have made to support proactive and personalized customer service
  • Insight on an understanding of the evolution of digital transactions, how expectations have changed, and how we are designing customer journeys and predictive solutions
  • Framework to enhance the customer experience between the physical and digital; marrying the customer interactions in physical brick and mortar locations with those in digital platforms

Rockstar Insights:

Sanjeev Singh SahniSanjeev 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

5:45 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

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

Featured Demonstration
Hosted By:
Intradiem

9:00 AM

KICKOFF AND HEADLINER – Building a Culture Based on Employee Experience

David Weisman, Ph.D., CPXP, Chief Experience Officer, NYC Health + Hospitals


Abstract:
Culture is imperative to successful customer experience. Placing employee engagement at the heart of the CX strategy, especially in a crisis but at all times. Hear how creating a culture defined by empathy and care will improve employee morale and customer satisfaction.

Key Take-Aways:

  • Fresh perspective on engagement, wellness and emotional support for customers and employees
  • Framework to optimize experiences through effective communication empathy and compassion
  • Best practices to leverage data
  • Define the core values for your organizational culture

Headliner:

Ramon IcasianoDavid Weisman, Ph.D., CPXP
Chief Experience Officer
NYC Health + Hospitals
 

Why You Should Listen to David:
David has spent the majority of his 20-year career in customer/care experience. He has a unique set of skills that have allowed him to create a culture of empathy focused on customer experience and exceed the expectations of all his customers, including patients and their loved ones, employees, and the community.

9:50 AM

Energizer

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

9:55 AM

BEST PRACTICE – Transforming the Contact Center: Practices and Methodology for Sustainable Change

Vanessa Neurohr, Vice President of Customer Success, Muck Rack


Abstract:
Remote work has introduced new challenges in scaling and transforming customer support teams. This session will reveal lessons learned from driving process changes, empowering team members, and collaborating with other functions internally to provide a stronger, more consistent customer experience through the support team.

Key Take-Aways:

  • Lessons learned – best practices for evolving customer support within a fully distributed company
  • Guidance on the best approach to bringing your team along the journey of change
  • Recommendations on how to empower your team members and your customers as you evolve and grow
  • Success factors for collaborating with other functions that are critical to supporting the achievement of your customers’ desired outcomes

Rockstar Insights:

Vanessa NeurohrVanessa Neurohr
Vice President of Customer Success
Muck Rack
 

Why You Should Listen to Vanessa:
Vanessa joined MuckRack in 2016 as a Customer Success Strategist and currently serves as the Vice President of Customer Success. In this role, she works to change the way professionals’ approach public relations and encourages better relationships with the media through a unique mix of technology and partnership. Prior to this, she worked in customer experience at Capital One and digital marketing at TITLE Boxing Club.

10:25 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted By:
CELC

10:55 AM

EXECUTIVE INSIGHT – 5 Questions You Should Ask About CX Implementation

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


Abstract:
Implementing CX initiatives while customer expectations increase and internal resources decrease creates a challenging environment for achieving success. Find out how to be most effective when interpreting actionable research to develop effective tactics and strategies with urgency – but also reflection to ensure success.

Key Take-Aways:

  • Identification of success factors for employee engagement and recognition
  • Framework for aligning research with organizational goals to exceed customer expectations
  • Addressing people, process and technology pitfalls along the customer journey
  • Success factors in defining CX ROI to secure funding for new initiatives

Rockstar Insights:

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

Why You Should Listen to John:
John Bord is an accomplished subject matter expert with an extensive career history spearheading creation and execution of marketing, research and customer experience strategies across multiple industries. Focused on creating actionable research to maximize CX initiatives and brand management, he is passionate about driving customer value while achieving strategic business objectives and growth.

11:30 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, 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.


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:

Alpa ShahAlpa Shah
Global Vice President – CX Practice
Frost & Sullivan
Customer Engagement Leadership Council Member
 

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:

Natalia BrownNatalia Brown
Chief Client Operations Officer
National Debt Relief
 

Why You Should Listen to Natalia:
Natalia has over 20 years in the service industry. She has spent the last 12 years with National Debt Relief as the Chief Client Operations Officer. Natalia has led teams internationally and helped hundreds of thousands of people out of debt. She is a servant leader and an advocate for her teams and consumers.

 
Clancey Dollard
Director, 24/7 Support Center
University of Arizona
 

Why You Should Listen to Clancey:
Building teams that improve the lives of their customers is a passion for Clancey. As a Certified HDI Support Center Director, Clancey has the understanding and experience for what it takes to provide meaningful customer experiences.

 
Rebecca McLaughlin
Director Commercial Operations U.S.
Moderna
Customer Engagement Leadership Council Member
 

Why You Should Listen to Rebecca:
Having 20+ years striving for the best Customer Experience in biotechnology, Rebecca focuses on the complete journey, ensuring a balance of Digital Enablement and Customer Service to support complex work flows and healthcare initiatives. She obsesses about improving Public Health by providing a simple and logical Customer Journey ensuring broad access to life-saving therapies.

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

Why You Should Listen to Tom:
A people-first leader, who proposes ideas and change with intuition, and validates and refines with data. Tom kicked off a career with Apple, during a time of rapid retail expansion under Ron Johnson and Steve Jobs’ leadership and vision for what the new retail customer experience should look like. He moved to start-up Ember as one of its first employees, where he works with a growing team to bring new innovations for what temperature control can do in consumer technology.

12:15 PM

Content for the 18th Annual Customer Contact West Concludes

TUCSON ELECTRIC POWER CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

*Please note participation incurs an additional fee for those other than Customer Engagement Leadership Council members. See registration tab for details.
TEP

12:15 PM

Shuttle Check In. Lunch will be provided.

1:15 PM

Tucson Electric Power Customer Contact Center Site Tour

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


Abstract:

Join us at Tucson Electric Power (TEP) for a tour of our new Contact Center and to engage with industry peers regarding the challenges and opportunities to deliver exceptional service.

At Tucson Electric Power, our vision is to be an exceptional energy provider that positively impacts the lives of our employees, customers and communities. We deliver safe, reliable power to more than 433,000 customers in the Tucson metropolitan area.

Our Contact Center is 18,500 square feet and features many trend-setting design features. The floor plan is designed around a center core that houses the amenities that all Contact Center employees utilize, including a large break room, conference and training rooms, restrooms, and Mom’s room. Focused on delivering a rewarding experience, our CSR’s handle more than 2.1 million calls annually.

Key Take-Aways:

  • Framework to Future Proof Customer Service Excellence
  • Best practices for employee engagement
  • Success factors to maximize technology and empathy

Rockstar Insights:

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

Why You Should Listen to John:
John Bord is an accomplished subject matter expert with an extensive career history spearheading creation and execution of marketing, research and customer experience strategies across multiple industries. Focused on creating actionable research to maximize CX initiatives and brand management, he is passionate about driving customer value while achieving strategic business objectives and growth.

2:15 PM

Customer Engagement Leadership Council Critical Issue Roundtable on Exceeding Customer Expectations with People, Process and Technology

Food and Refreshments that celebrate Tucson, a UNESCO City of Gastronomy – recognizing over 4,000 years of agricultural heritage – will be served.

3:30 PM

Site Tour and Critical Issue Roundtable Conclude

Shuttle Transportation to JW Marriott Starr Pass Provided.
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