The Frost & Sullivan Events team is gearing up for our first in-person event in quite a while! Customer Contact West: A Frost & Sullivan Executive MindXchange will take place in balmy Huntington Beach, California from October 24-27th. We’ve got you covered with safety precautions to protect everyone on-site at the event. Participation requires proof of vaccination or negative COVID test within 72 hours of event date.

If you are ready, we hope you’ll join us. As many of you know, this annual event is a hub of ideas, inspiration and industry connections for customer service and customer contact executives who strive to innovate. Click here for full hotel and registration info and safety playbook details.

Get ready to recalibrate

Our opening session, Recalibrate Everything: Crafting and Implementing Future Strategy to Deliver Business Outcomes will provide the latest strategies and tactics for moving forward during these challenging times. Our Tuesday Headliner, Todd Allmond, Director, Customer Experience (CX) Center of Excellence at Microsoft, will lead a session on Rising to Heightened Customer Expectations in 2022. Todd will share ideas and insights to address rising customer expectations brought on by technology and an increase in online buying behavior precipitated by the pandemic. He’ll share tools to help you design an end to end, more personalized customer experience.

If your focus is the contact center, Jim LeMere, Vice President, Servicing Capabilities & Enablement, Northwestern Mutual and Customer Engagement Leadership Council Member, is ready to help you update your game and re-inspire your team in his session on Re-Engineering Your Contact Center Culture and Enterprise Engagement.

Family Feud-style panel discussion

If you’re looking to have a little fun (and who isn’t these days?) you won’t want to miss the Family Feud! Panel Discussion – The Art and Science of Influencing CX – Creating New Experiences. This dynamic session will feature a game show format and tempo as the irrepressible Nate Brown, Chief Experience Officer, Officium Labs, hosts a lively panel of customer contact and customer experience leaders from BlueCross BlueShield, Experian and Snapchat. These pros will discuss and compete to define what’ most important in customer experience design work today. They’ll explore how to create a positive customer experience while leveraging the data-driven business science principles that are required to prove ROI – not an easy task.

If you’re searching for ways to differentiate your brand in a crowded online marketplace, Kevin Strom, Vice President of Customer Experience, Intellivision, will share valuable tips and insights from the field in his closing session, Success Story- What’s Your Customer Service Brand?

A return to in-person collaboration

The event will give executives and participants the opportunity to benefit from collaborative discussions on specific use cases. Hot topics include QM on Steroids! a case history that will explore how to transform your contact center from a traditional Quality Monitoring model to a fully automated solution. Hint: empowering your agents to deliver a remarkable customer experience is necessary. Key take-aways will include best practices on how to leverage the best combination of human intelligence and artificial intelligence.

We’ve got your fix!

This in-person event will also include roundtables on Realizing a Heightened Interplay between AI and Humans and Aligning Channel Mix with Business Goals. We’re sure you’ll find the fix – or solution – you need in our brainstorming and crowdsourcing sessions on The Fix on Managing Call Volume Spikes or The Fix on Doing More with Less and others. All of our “fixes” will leave you with a list of easily operationalized ideas to try right away!

If you are ready to connect with other executives in the trenches, please join us in-person and return to the energy of colleagues old and new who are ready to share the latest strategies for success at Customer Contact West: A Frost & Sullivan Executive MindXchange.

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