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

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Schedule-at-a-Glance is based on a previous event and will be continuously updated as additional information becomes available.

SATURDAY, OCTOBER 21, 2023 | 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 22, 2023 | 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

*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:

MONDAY, OCTOBER 23, 2023 | GENERAL SESSION AND EXHIBITION

7:45 AM

Registration, Continental Breakfast, and Exhibition

Registration Items Hosted By:

Featured Demonstration Hosted By:

8:30 AM

WELCOME and HEADLINER – The Unlock that is Empowerment

8:55 AM

Navigating the 19th 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

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

9:55 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:

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:

Zone 1.

Frustrated Customers? Deliver Automated Care that Satisfies

Zone 2.

The Future of People-Based Customer Support…Today

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!

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 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

(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

The Fix on Securing Sensitive Data Across Disperse Locations

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.

Using AI-Powered Real-Time Coaching to Create Happy Customers and Lessen 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

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

5:30 PM

Networking Reception

End your day with some with newfound friends over tasty bites & beverages. Passed hors d’oeuvres, beverages to be served.

TUESDAY, OCTOBER 24, 2023 | 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

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

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

10:40 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration
Hosted By:

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

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.

Intentionally Designing an Intelligent, Friendly Self-Serve 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:

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

Zone 2.

Closing Gaps in CX Delivery

Zone 3.

Innovative Onboarding for Speed to Proficiency

Zone 4.

Raising the Bar on CX Using Next Generation Analytics

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 Elevating Customer Experiences through Engaged Agents and Employees

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

19th 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 25, 2023 | 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

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

10:25 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted By:
CELC

11:30 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 19th Annual Customer Contact West Concludes

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.

12:15 PM

Shuttle Check In. Lunch will be provided.

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.