Interactive & Highly Collaborative Content

Download the 2019 Full Brochure

For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at Matthew.McSweegan@frost.com

Jump to: [Sunday, 04/07/19] | [Monday, 04/08/19] | [Tuesday, 04/09/19] | [Wednesday, 04/10/19]

SATURDAY, APRIL 6, 2019 | ARRIVAL DAY

Arrive Saturday to participate in Sunday’s Networking Activity.

7:00 PM


Suggested Arrival Time
Arrive Saturday to participate in Sunday’s Networking Activity.

Jump to: [Saturday, 04/06/19] | [Monday, 04/08/19] | [Tuesday, 04/09/19] | [Wednesday, 04/10/19]

SUNDAY, APRIL 7, 2019 | NETWORKING DAY

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

7:00 AM


Networking Golf Scramble

Join us at the The Rookery at Marco! This shotgun start team versus team tournament is perfect for any level of golfing expertise. We welcome and encourage all levels to register for a great day of competition and conversation. Transportation & lunch to be provided.

Hosted By:

3:15 PM


Sponsor Workshop

4:45 PM


Sponsor Registration & Orientation Reception

6:00 PM


Speaker & Thought Leader Orientation
An essential meeting for speakers, facilitators, and confirmed thought leaders to preview the event, highlight your roles, and network with fellow peers.

6:45 PM


Participant Meet ‘n’ Greet

Learn More
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.

Hosted By:
   

Jump to: [Saturday, 04/06/19] | [Sunday, 04/07/19] | [Tuesday, 04/09/19] | [Wednesday, 04/10/19]

MONDAY, APRIL 8, 2019 | 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 KEYNOTE
Customer Experience: Creating Long Term Growth and Financial Success

9:20 AM


Navigating Customer Contact East: A Frost & Sullivan Executive MindXchange

9:30 AM


CASE STUDY-
Success Factors in Achieving a Customer Centric Culture Transformation

9:50 AM


Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted By:

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom Conversations
Zone 2. Analytics and AI
Zone 3. Agents and Automation
Zone 4. Efficiency and Effectiveness
Zone 5. Multichannel and Omnichannel
Zone 6. Customer and Digital Experiences

10:20 AM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Case Histories
The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

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. Strategic Boardroom: Telling the CX Story to the C-Suite

Zone 2. Case History: The AI Impact – How AI Drives Business Strategy. New Ideas and Enterprise Value

Zone 3. Case History: The Transformation to Automation with AI-powered Virtual Agents

Zone 4. Case History: Nurturing Continuous Development and Engagement of the Workforce

Zone 5. Case History: Putting the Customer First: Easing the Transition from Digital to Voice

Zone 6. Case History: Creating Legendary Social Experiences Using AI, Analytics, Bots and Automation

11:15 AM


Session to Session Travel Time

11:20 AM


CONCURRENT SESSIONS

Choose one of the following concurrent sessions:

INTERACTIVE – 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)

FROST & SULLIVAN VISIONARY INSIGHT
Navigating the Consolidating Market of Solution Providers

Followed By-

EXECUTIVE PRESENTATION AND CROWDSOURCE – Tools and Tactics for a True Holistic Brand Experience

12:35 PM


Food For Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Hosted By:
       

1:40 PM


Session to Session Travel Time

1:45 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

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. Strategic Boardroom: Selling the Case for Technology Investment and Competitive Advantage

Zone 2. Roundtable: Insights and Analytics – A New Approach to Employee Engagement and Retention

Zone 3. Roundtable: RPAEfficiency in Operations and Experience

Zone 4. Roundtable: The Top 5 Things You Don’t Know You Don’t Know… and How They Impact Efficiency, Effectiveness and Experience

Zone 5. Roundtable: Personalization, Persistence, and Context – What it Means to be Truly Omnichannel

Zone 6. Roundtable: Integrating Chatbots in the Customer Experience

3:10 PM


Networking, Refreshment, and Exhibition Break

Hosted By:

3:40 PM


CONCURRENT SESSIONS

Choose one of the following concurrent sessions:

INTERACTIVE Solutions Wheel

Learn More
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

Learn More
Share your smarts! Choose between eight themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty 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.

Choose one topic for each of the four rotations:

The Fix on Integrating Systems & Platforms Across the Enterprise
The Fix on Nurturing an Agile Contact Center Culture
The Fix on Tiered Support
The Fix on Small Contact Centers
The Fix on Cloud Strategy
The Fix on Regulated Industries
The Fix on Ensuring Cross Division Service Consistency
The Fix on B2B Channel Partner/Distributor Experience

4:55 PM


Session to Session Travel Time

5:00 PM


CASE STUDY – Mapping and Reengineering Processes for Greater Effectiveness and Enhanced Experiences

5:30 PM


Truth or Dare Networking Reception
Will you choose Truth… or Dare? Network, mix and mingle while playing the classic game of truth or dare. All who play will be entered to win a fabulous prize!

Jump to: [Saturday, 04/06/19] | [Sunday, 04/07/19] | [Monday, 04/08/19] | [Wednesday, 04/10/19]

TUESDAY, APRIL 9, 2019 | GENERAL SESSION AND EXHIBITION

6:15 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!

6:15 AM


Beach 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. We’ll utilize Sun Salutations, strength building and connected movements to help you face the day with a courageous spirit.

8:00 AM


Continental Breakfast and Exhibition

Featured Demonstration Hosted By:

8:45 AM


ICE BREAKER AND KEYNOTE – Anticipating the Needs and Expectations of Your Future Consumer

9:45 AM


Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition

9:50 AM


ASK THE EXPERTS! PANEL DISCUSSION – Understanding and Preparing for The Workforce of The Future

10:40 AM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted By:

11:25 AM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Peer Council

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following zones:

Zone 1. Strategic Boardroom: Making the Case: Employee Centricity for Competitive Advantage

Zone 2. Peer Council: Optimization on a Shoe String

Zone 3. Peer Council: Key Considerations in Vetting Vendors

Zone 4. Peer Council: Pivoting Customer Care to Support Product as a Service Business Model Transformation

Zone 5. Peer Council: Raising the Bar on Revenue Generation by the Contact Center

12:15 PM


Food For Thought Luncheon– Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Hosted By:

1:20 PM


Session to Session Travel Time

1:25 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1. Strategic Boardroom: Sharing Customer, Industry and Competitive Insights

Zone 2. ThinkTank: AI, Analytics, and Visualization – Game Changers for Customer Journey Mapping

Zone 3. ThinkTank: Re-thinking CX – Effortless Agent Experience for Increased Customer Lifetime Value

Zone 4. ThinkTank: Control Your Labor Costs with a Gig Economy Workforce 

Zone 5. ThinkTank: How to Eliminate Multichannel Friction for the Agent

2:55 PM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted By:

3:40 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Best Practices

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization. Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

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: Strategic Boardroom: Getting Right Shoring on the C-Suite Agenda

Zone 2: Best Practice: Operationalizing Speech Analytics – Getting The Biggest Bang for Your Buck

Zone 3: Best Practice: Employee Experience (EX) – The Key to Unlocking a Better Customer Experience (CX)

Zone 4. Best Practice: Mapping and Marrying the Self Serve Experience

4:40 PM


Session to Session Travel Time

4:45 PM


SUCCESS STORY – Join us for a Burst of Insight on:

– Being Transparent in Your Communication with Customers and Employees
– From Agent to VP: A Real World Career Journey

5:30 PM


General Session Concludes

6:00 PM


15th ANNIVERSARY CUSTOMER CONTACT EAST BEACH PARTY AND OLYMPICS
Choose your teams and let your competitive spirit break free. After hors d’oeuvres and a buffet dinner, it’s ALL ABOUT Beach Olympics fun! The winning teams will be draped in gold, silver and bronze.

 

Jump to: [Saturday, 04/06/19] | [Sunday, 04/07/19] | [Monday, 04/08/19] | [Tuesday, 04/09/19]

WEDNESDAY, APRIL 10, 2019 | GENERAL SESSION, EXHIBITION AND SITE TOUR

6:45 AM


Beach 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. We’ll utilize Sun Salutations, strength building and connected movements to help you face the day with a courageous spirit.

8:30 AM


Continental Breakfast and Exhibition

9:10 AM


KICKOFF AND KEYNOTE – Mastering The Art of Customer Compassion

10:15 AM


USE CASE – Practical Application of AI: Leveraging for an Intuitive and Personalized Experience

10:35 AM


Networking, Refreshment, and Exhibition Break

11:05 AM


EXECUTIVE PRESENTATION – The Potential of Augmented Reality to Upend Customer Care Across Industries

11:25 AM


INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

12:15 PM


CONTENT FOR THE 15TH ANNUAL CUSTOMER CONTACT EAST CONCLUDES

CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

1:00 PM


SITE TOUR – Shuttle Check In. Lunch will be provided.

3:30 PM


CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL EXECUTIVE ROUNDTABLE

4:30 PM


SITE TOUR AND EXECUTIVE ROUNDTABLE CONCLUDE

Shuttle Transportation to JW Marriott Marco Island Beach Resort Provided.

Share This