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.
*Please note Networking Day is open to all event participants and sponsors.

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:

 

8:00 AM


Dolphin Watching & Island Escape

Start off the day relaxing with a beverage and making new friends as we cruise the sea and watch dolphins swim alongside us. We’ll keep the fun going on a private island universally recognized as having the finest shells in the world. 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
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 to Paradise 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

Patrick Nugent, Executive MindXchange Chairperson, Frost & Sullivan

Registration Items Hosted By:
   

Featured Demonstration Hosted By:

8:30 AM


WELCOME and KEYNOTE
Customer Experience: Creating Long Term Growth and Financial Success

Rachelle Dever, Vice President of Customer Relations & Brand Experience, Signature Flight Support Corporation

Learn More
In today’s evolving and ever-competitive marketplace, it is more than ever that we seek to deliver a differentiated and branded Customer Experience. After all, research tells us that doing so will create brand advocates and drive growth for your organization. But delivering a seamless experience strategy that yields revenue and adds value across your organization is easier said than done. Whether you are a B2B or B2C company and regardless of your industry, this keynote session will provide practical and easy to implement solutions that can help you create the right strategy, build adoption throughout your organization, and yield financial success long term.

Key Take-Aways:

  • Guide to identifying areas of opportunity in your Customer Experience that will drive ROI
  • Proven ways to devise a strategic framework for a seamless experience
  • Best practices to build support for your plan with key stakeholders and the C-Suite

9:20 AM


Navigating the 15th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange

9:30 AM


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

Kandy White, Vice President, Service Technology, Small Business Services, ADP

Learn More
Artificial intelligence is changing how customers interact with brands, and the 2020 generation of digital natives is leading to rapid evolution of customer expectations. Leveraging real world examples, this session will help you discover how you can apply artificial intelligence and machine learning to make your customer and employee experiences better.

Key Take-Aways:

  • Best practices for leveraging analytics to predict the right use case scenarios– balancing client needs with AI capabilities
  • Concrete examples for utilizing technology to enhance and optimize business processes: AI, MLM, Robotics
  • Guide to cultivating the right client journey from AI to human interactions
  • Insights on balancing investments in technology with investments in process and people

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

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

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.

Choose one of the following zones:

Zone 1. Strategic Boardroom: Telling the CX Story to the C-Suite

Moderator:
Samantha Starmer, Vice President of Design, Capital One

Learn More
Does your senior executive team understand the full value of providing a fantastic customer experience? Do you ever find yourself struggling to make the case for prioritizing CX? This interactive session will unpack war stories and provide specific, proven, and actionable take aways for telling the CX story that will drive support from the highest levels.

Key Take-Aways:

  • Specific lessons learned from my 20 years in advocating for Customer Experience
  • Framework for how to get stakeholders excited about Customer Experience
  • Tools and techniques for defining the CX Story within your organization
Zone 2. Case History: The AI Impact – How AI Drives Business Strategy, New Ideas and Enterprise Value

Case History With:
Shannon Baxley, Senior Director, Dell.com North America Consumer Connect, Dell

Facilitator:
Tracy Malingo, Senior Vice President, Product Strategy, Verint Systems

Learn More
Have an artificial intelligence (AI) initiative and a bucket list of customer-first initiatives to solve? This highly interactive discussion with Dell will help you bridge the gap between business strategy and results with the power of AI. During the fireside chat, we’ll uncover how this multinational computer technology company transformed the way it approaches online sales and service with the adoption of conversational AI and best practices.

Key Take-Aways:

  • Framework for breaking down the mysteries about AI to solve business challenges and improve KPIs
  • Insight into real-world applications, learnings, recommendations and successes
  • Best practices for bridging the chasm between AI strategy and results
  • Guide to identifying your customer-first challenges and initiatives where AI can benefit
Zone 3. Case History: Automate More without Sacrificing an Ounce of CX

Case History With:
Aarde Cosseboom, Director GMS Technology & WFM, TechStyle

Facilitator:
Charlie Schrier, Director of Marketing, SmartAction

Learn More
While most contact centers have a heavy reliance on live agents– even for the most rudimentary and routine calls and chats—TechStyle Fashion Group has transformed its CX with AI-powered virtual agents. Join Aarde Cosseboom, the contact center leader who helped make it possible, to learn his successful approach, from integration to design to ongoing improvements.

Key Take-Aways:

  • Best practices for implementing AI automation
  • Guide to overcoming technical challenges and/or data integrity concerns with a proper transformation roadmap
  • Framework for building a self-funding business case that gets prioritized in the organization
Zone 4. Case History: Nurturing Continuous Development and Engagement of the Workforce

Case History With:
Nicole Sult, Director of Customer Experience, Lippert Components

Facilitator:
Nicole Granucci, Senior Director, Product Marketing, Salesforce

Learn More
The growing demand for mangers and agents with soft skills and business acumen is critical to building lasting customer relationships. How do you skill up your contact center workforce to meet the rising expectations of your customers? Join this interactive session to discover strategies that will help you attract, build, and retain a world-class customer service organization.

Key Take-Aways:

  • Examples of resources and opportunities which shore the gaps in contact center workforce training
  • Success factors for empowering and motivating teams to drive employee success and customer loyalty
  • Fresh perspectives around how to connect top performers with clear career pathways to drive individual and company wide success

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

Case History With:
Tony Mihalak, Executive Director, Digital Self Service, Comcast

Facilitator:
Tony Iero, General Manger, Digital, VHT

Learn More
Comcast has been transforming their business model to be known leaders in the CX space by committing to delivering a world class customer experience. As part of reinventing their customer experience approach they discovered an opportunity to leverage technology across the enterprise in all channels.

Key Take-Aways:

  • Guide to why callback is the preferred method of hand off and supporting data around how it drives higher NPS vs. Chat
  • Best practices on how a voice transition strategy drives higher digital usage for customers
  • Insight on why customers are more willing to listen to cross-selling and upselling opportunities at the end of an effortless transition from a digital channel to the call center
Zone 6.Case History: Creating Legendary Social Experiences Using AI, Analytics, Bots and Automation

Case History With:
Jamie Kennedy, Senior Manager, Social Engagement, McDonald’s

Facilitator:
Bernie Lillis, Vice President, Business Development, HGS

Learn More
Social media customer service has been around for longer than a decade. The difference between 10 years ago and now is that a new generation is taking to social media for help, and expecting a mind-blowing customer experience. Most brands have mastered how to respond to customers, but now it’s time to take your service to the next level and create epic social care.

Key Take-Aways:

  • Insight into what ‘epic’ social care means
  • Best practices for achieving fast response times
  • Tips and tricks for leveraging AI to weed out non-actionable posts, as well as leveraging automation to route the right posts to the right team members
  • Guide to training agents to spot a post that is a brand crisis waiting to happen
  • Framework for tapping into the creative brand voice
  • Blueprint for decoding the voice of the customer in social media space

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
Cybersecurity – The Ins & Outs

Stephen Loynd, Global Program Director, Digital Experience, Frost & Sullivan

Learn More
When it comes to the contact center, it is important to determine what the future of cybersecurity might look like. This is especially true at a time of increased regulation, as the GDPR has proposed the greatest change in data protection law for the online age, bringing with it a variety of impacts.

This session will be examining themes such as:

  • The top challenges of IT & contact center departments in 2019
  • Who’s watching us? Who has access to all our personal data?
  • Future trends and predictions

Key Take-Aways:

  • Cyber criminals will be going after private data at an ever increasing rate
  • AI and machine learning will play a central role
  • Time is accelerating, and the ramifications are considerable
-Followed By-

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

Vanessa Hannay, Senior Strategist, Customer Success, Muck Rack

Learn More
As the brand experience for the consumer shifts from demanding reactive to increasingly proactive responses and strategies, it is critical to align departments across the organization on the foundation of customer success. This session will unpack how a company going through rapid growth is focusing priorities across marketing, product, sales, HR, etc. to ensure each customer achieves success during every step of the customer journey.

Key Take-Aways:

  • Best practices for improving internal processes and product offering with customer feedback loops
  • Lessons learned from pursuing case study opportunities with customers and the lasting impact this has on company culture
  • Guide to transforming customer engagement into improved sales through stronger relationship management

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

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

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.

Choose one of the following zones:

Zone 1. Roundtable: Journey Maps vs Highly-Effective Journey Maps: Are You Using the Right Tools to Design a Powerful Customer Experience?

Facilitator:
Deb Zell, Director of Customer & User Experience, Dell

Learn More
Many companies ‘do’ journey mapping, but few do it effectively. This interactive session will unpack what effective journey mapping looks like, which popular qualitative research methods(such as surveys, focus groups, interviews and ethnography) yield the most robust journey maps, and take home a template for effective journey mapping.

Key Take-Aways:

  • Guide to what effective journey mapping looks like
  • Insights on the differences in data yielded by popular qualitative data collection methods
  • Best practices for effective journey mapping and take home a template
Zone 2. Roundtable: Insights and Analytics – A New Approach to Employee Engagement and Retention

Co-Facilitator:
Sigrid Penner, Vice President, Insights & Analytics, 24-7 Intouch
Brent Stevenson, Senior Vice President, Sales & Marketing, 24/7 Intouch

Learn More
We use data in the contact center to generate insights and paint a picture of how our customers want to be interacted with. But brands fail to look inwards on their interactions with their own employees. Join this interactive session to learn new approaches to understand employee engagement and retention by using analytics and the data you already have to drive both employee and customer satisfaction.

Key Take-Aways:

  • Guide to leveraging data to allow for positive change management with your employees
  • Insights on employee engagement and retention through analytics
  • Best practices on how employee engagement drives customer engagement
Zone 3. Roundtable: RPAEfficiency in Operations and Experience
Facilitator:
Deb Schweizer, Senior Vice President, Global Business Development, Teleperformance

Learn More
Are BOTs taking over the world? Will RPA and NLP replace all human interactions? Does everyone need a Watson to get started with AI? There is a lot of chatter, and noise, about digitization and its impact on the customer experience. In the age of the connected customer, it’s more important than ever for companies to figure out the best mix of human and digital support for their customer interactions. The balancing act between efficiency and experience. This interactive session will explore practical ways to incorporate these newer paradigms to improve the agent experience, the customer experience, and optimize business processes to bring about digital transformation. Through use cases, we will bring to life methods to adapt and adopt these technologies today – and create a roadmap for the future.

Key Take-Aways:

  • Guide to the practical applications of RPA in the contact center
  • Tips and tricks for understanding the equation between efficiency and experience
  • Insight on how RPA works and where it does not
  • Best practices for implementing an RPA/BOT solution
Zone 4. Roundtable: The Top 5 Things You Don’t Know You Don’t Know… and How They Impact Efficiency, Effectiveness and Experience

Facilitator:
Neil Crane, Vice President, IT and Product, Cicero

Learn More
Decisions are only as good as the data that supports them and we have more data today than ever before … but how do we use it and what for? This interactive session will leverage real world examples to look at metrics that matter and how they are being applied to better understand how and why work happens and we’ll consider how empirical process analysis is being used to drive out cost while improving the employee and customer experience.

Key Take-Aways:

  • Five things you know you don’t know
  • Insight on why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority
  • Framework: what are the metrics that matter? Where are the gaps in traditional measures and how can we add discipline in the back-office
  • Guide on assessing how are the benefits realized by the business, IT and the customer? Focus on application of the data; what are the planned outcomes for IT, business, employee & customer
Zone 5. Roundtable: Personalization, Persistence, and Context – What it Means to be Truly Omnichannel

Facilitator:
Phil Gray, Executive Vice President, Corporate Development, Interactions

Learn More
Today’s busy consumers are demanding more from companies — from the ability to easily start, stop and restart conversations on different channels, to expecting companies to thoughtfully use data and recent interaction information to anticipate their needs. Companies are realizing that being multichannel is no longer enough, but what does it mean to be truly omnichannel?

Key Take-Aways:

  • Best practices for how to deal with the changing customer care landscape
  • Framework for building a truly omnichannel solution
  • Proven ways to implement an omnichannel strategy at your organization
Zone 6.Roundtable: Chatbots: A Pragmatic Approach to Implementation & Getting Results

Facilitator:
Ryan Lester, Director, Customer Engagement Technologies, Bold360 by LogMeIn

Learn More
Chatbots are opening up a new opportunity for organizations to deliver richer customer experiences than ever before. But before brands jump in, they’re eager to understand how to integrate AI technology into their current processes and workflows, and best practices for success. In this session, we’ll discuss pragmatic approaches to integrating chatbots into your customer experience.

Key Take-Aways:

  • Framework for implementation and how to avoid common chatbot mistakes
  • Tools for measuring the success and effectiveness of chatbots
  • Best practices for prioritization and maintenance of chatbots post-implementation

3:10 PM


Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted By:

3:40 PM


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)

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 Integrating Systems & Platforms Across the Enterprise
The Fix on Cultivating Nimble Teams
The Fix on Tiered Support
The Fix on Raising the Bar on Revenue Generation by the Contact Center
The Fix on B2B Channel Partner/Distributor Experience
The Fix on Optimization on a Shoe String
The Fix on Vetting Vendors

4:55 PM


Session to Session Travel Time

5:00 PM


Case Study – Success Factors in Achieving a Customer Centric Culture Transformation

Dave Goes, Global Head of Client Service, Morningstar

Learn More
We’re all in customer service. Each part of your organization is engaged with your customers experience in some way. You get this. That’s why you’re here! This session will unpack Morningstar’s transformation into a customer centric organization and be given practical and tactical suggestions to transform your organization to truly care about your customers.

Key Take-Aways:

  • Guide to creating a philosophical framework to transform your culture to care about your customers
  • Best practices for building out an operational framework to deliver on that culture and doing so at scale, and globally
  • Insight on establishing a transparent and performance-based service culture across all functions of your organization

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

Bruce Millard, Vice President, Digital & Customer Innovation, Safelite Group

Learn More
You may need to know a lot about your customer in order to provide service to them but that doesn’t necessarily mean you have to ask them for all of the information. This session will illustrate through case studies how Safelite deployed technology to simplify the customer journey and improve the quality of the overall experience.

Key Take-Aways:

  • Insight on the lightweight ways to start the innovation process
  • Criteria to use in order to vet partners and technologies
  • Pragmatic ways to think about t leveraging the data you already have to improve the customer experience

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

MODERATOR:
Kandy White, Vice President, Service Technology, Small Business Services, ADP

Panelists Include:
Samuel Carrington, Former Help and Service Design Manager, Lyft
Julian Chu, Director, People Operations, Google
Michael Pace, Director, Member Services, Virgin Pulse
Josh Reynolds, Senior Director, Product and Partner Engagement, EA (Electronic Arts)
Samantha Starmer, Vice President of Design, Capital One
Deb Zell, Director of Customer & User Experience, Dell

Learn More
Millennials, digital natives, work from home agents – paired with profound technological advances, cultivating not only a customer centric, but also an employee centric team, is key to the future. This panel discussion will examine the future contact center: skill sets to recruit for, assessment tools for retaining long-term, high-caliber talent, and tactics for investing in talent development for agent career pathing.

Key Take-Aways:

  • Understanding and evolving the talent profiles you need for the future
  • Tools and tactics for recruiting and retaining next-generation talent
  • Insights on how to cultivate long term career planning and pathing for your teams
  • Best practices for creating an employee centric culture

10:40 AM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted By:

11:25 AM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables

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

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.

Choose one of the following zones:

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

Moderator:
Jerry Leisure, Vice President, Customer Success, Forte Labs

Learn More
Anna walks in the door. She is starting her dream job. She has always wanted to work for this company, doing this thing, and to be in this field. She has already imagined what the next few years will look like. She is ready to get to work, be productive, and make an impact. The question is, does the company she chose to work for really think about Anna like she thinks about herself? From the moment Anna opens the door, her relationship with the new company begins. This is the experience that is going to enable her to do what she loves—her job, and hopefully do it really well. Or perhaps maybe not.

It is at these moments that employee make or break their commitment and relationships with companies.

Customers are the heart of our companies and employees are the life blood. There is a symbiotic relationship that build strength or deteriorates and deprecates. What environment do we create for our employees, for Anna. Do we think about Anna first, in the middle, or as an afterthought. Do we do it on purpose or due to a variety of external constraints? Let’s talk about what competitive advantages employee centricity can bring into your customer service experience and how to avoid pitfalls that seem interesting, but are not useful and don’t deliver business or employee value.
Key Take-Aways:

  • Common success practices of how employee centricity has thrived and delivered great results
  • Key pitfalls to avoid in setting up or considering an employee centric approach
  • A simple model on how to determine when and how to deploy employee centric customer service and how to measure its impact
Zone 2. Roundtable: Getting Hyper Personal with Analytics

Kathy Sobus, Senior Director, Customer Experience Strategy, ConvergeOne

Learn More

Analytics has been an area of the business relied upon in operations and in marketing primarily. What is the health of our operation? How are we performing? What are customers buying? How can I market to them differently to retain existing customers and get new ones? Analytics is moving differently now than ever before. It is no longer just a place where we keep all he data and run reports for these purposes. Analytics and the power of the data can be transformational…in real-time. We can provide levels of personalization and shape the experience in ways we’ve only dreamed of… and we don’t think it will stop there. How do you prepare for this evolution and use it to your advantage?

Key Take-Aways:

  • Insight and discussion on how others are using analytics today
  • Best practices for Identifying the benefits of analytics
  • Guide on how to prepare for analytics to be an integral part of the customer experience strategy in the next few years
  • Blueprint for defining an action(s) that you’re not doing today with Analytics, that you could be doing
Zone 3. Roundtable: Equipping Your Agents to Deliver Proactive, End-to-End Service

Dean Robison, Head of Global Technical Support, ServiceNow

Learn More
Customers expect a quick response to their issues. They want you to diagnose and recognize the problem and then provide relief as fast as possible. But you shouldn’t stop there. After you’ve received their acceptance of the proposed resolution, fully removing the defect prevents other customers from experiencing the same issue. The 5 R’s above—response, recognition, relief, resolution, and removal—are simple to list. Yet in a complex environment, such as when agents must work with other departments, completing all five steps rapidly and consistently is challenging without automation. This interactive session will explore a team support philosophy for the 5 R’s and discuss how a blueprint for high-performance customer support could apply to your organization.

Key Take-Aways:

  • Best practices for resolving complex issues end-to-end
  • Critical elements enabling problems to be fixed before customers know they have them
  • Proven ways to instantly take care of common customer requests
Zone 4. Roundtable: Achieving Customer Experience Excellence Across Multi-Sites
Facilitator
Aleks Bogdanovski, President, North America, Acquire BPO

Learn More

What are you doing to enhance your customer experiences? For businesses operating across multiple sites, maintaining consistent and excellent customer experience can be challenging. Join us to discover how you can create a cohesive customer experience strategy that boosts customer satisfaction and loyalty.

Key Take-Aways:

  • Key statistics on customer expectations and how businesses view customer experience
  • Guide to collecting and using customer data to create more relevant experiences
  • Best practices for using omni-channel marketing to improve accessibility and communications
  • Tips and tricks for leveraging AI and automation technology to personalize customer experiences
Zone 5. Omni is Dead: What Now?

Co-Facilitators:
Mike Asebrook, Director of Product Marketing, Pegasystems
Ben Barton, Senior Business Consultant, Pegasystems

Learn More

Over the past decade, the race to become “omni-channel everywhere” for customers hasn’t been a huge success. In fact, it’s been reported that over 85% of organizations have fragmented engagement channels. The result – inconsistent experiences for your customers. Customers don’t care how many channels you have. They just want fast, seamless, personalized customer service across their channels of choice – so why the obsession on adding more channels if you lack the right level of context to best serve them? Find out how leading contact centers are applying AI-driven context across next-generation desktops that go beyond the “360 degree” view to guide and automate processes, improve operational efficiency, and wow customers…one journey at a time.

Key Take-Aways:

  • Key barriers stand in the way of omni-channel engagement
  • Insight on why omni is dead and how to go channel-less
  • Guide to why channel-less customer engagement empowers your organization to deliver better customer service results

12:25 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

1:35 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks

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

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.

Choose one of the following zones:

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

Moderator:
Samuel Carrington, Former Help and Service Design Manager, Lyft

Learn More
Customer expectations and business needs evolve rapidly; maintaining alignment between the two is imperative for success in rapidly-changing environments. This session focuses on best practices for combining tried-and-true methods and cutting-edge technologies to fundamentally align business success to customer loyalty through qualitative and quantitative insights.

Key Take-Aways:

  • Techniques – including pitfalls and best practices – to develop the right action plan for individual businesses
  • Fresh perspectives for establishing the right metrics and insights to implement a robust voice of the customer program
  • Examples and resources across industries for establishing scalable programs
Zone 2. ThinkTank: AI, Analytics, and Visualization – Game Changers for Customer Journey Mapping

Facilitator:
Tommy Minta, Digital Solutions Lead, Genesys

Learn More
Does Customer Journey Mapping still have value in today’s world?  We’re all consumers ourselves, so we know that customer expectations are becoming more and more challenging to meet.  Mapping Customer Journeys can be a first step, but what happens when customers don’t follow the journey you’ve mapped out for them?  Learn how Artificial Intelligence and Machine Learning can be used to take the next step beyond simply mapping customer journeys, and enable you to shape customer journeys to achieve the right outcomes.

Key Take-Aways:

  • Understand how AI can help you identify patterns in Customer Journeys
  • Blueprint for how to take action on the journeys your customers take
  • Learn about several proven Case Studies that resulted in successful shaping of Customer Journeys
Zone 3. ThinkTank: Re-thinking CX – Effortless Agent Experience for Increased Customer Lifetime Value

Facilitator:
Rob McDougall, Chief Executive Officer, Upstream Works

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A “Customer Experience First” strategy requires a holistic approach that spans your entire organization. With the rise of self-service, agents are required to transform into “super agents” – experts on your brand, processes, products, and services. Customers expect agents to be able to address more complex needs and resolve more difficult issues. An effective CX strategy needs to include a dedicated agent desktop, CX management tools, digital flexibility, and connectivity of all channels, journeys, data and systems. Incorporating all these components enables a personalized, proactive customer experience and greater lifetime value. Join this interactive session for a practical guide to optimizing your enterprise-wide CX strategy. Discover how to derive the most benefit from an omnichannel CX solution that empowers agents to amaze customers with a transformed CX, and provide your organization with better business outcomes.

Key Take-Aways:

  • Key elements to developing and executing a CX strategy that meets today’s business needs and anticipates tomorrow’s requirements
  • Best practices for improving agent and customer engagement across all channels and interactions
  • Insights into a practical guide for leveraging and enhancing the value of business systems across the enterprise
Zone 4. ThinkTank: Getting the Most from Your Quality Management Process

Faciliator:
Christina Cowell, Director, Workforce Optimization & Product Management, Aspect

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Over one third of the U.S. workforce are “gig” workers. By 2020, 40% will be gig workers. The success of Uber, Lyft, Amazon Flex and many other innovative businesses has permanently changed the way we define the workforce. Short, impromptu employment gigs are becoming more and more common, because there are significant advantages for both the employer and the worker. With gig economy work growing at three times the rate of the overall economy, this new workplace dynamic is looking more and more attractive for contact centers. Don’t ignore this pervasive change in the labor market! It’s been proven that the right technology can be used to efficiently match available work with available workers for short gigs. Want to learn more about how this can work inside your company? Join us for this interactive session to Control Your Labor Costs with a Gig Economy Workforce

Key Take-Aways:

  • Best practices for adapting your contact center operation to the Gig Economy
  • Insight on why workforce management systems will need to change to meet the requirements of unpredictable and widely varying agent schedule preferences.
  • Blueprint of what you need to do to get started
Zone 5. ThinkTank: How to Eliminate Multichannel Friction for the Agent

Facilitator:
Matthew Storm, Vice President, Global Marketing, Jacada

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The main challenge for today’s agent is not lack of information. It is the increased complexity of navigating multiple systems on different platform while addressing various interaction patterns. Information and knowledge only address the customer questions if they span business applications, processes and channels, and only if they are presented just-in-time to the agent. A customer service desktop that does not account for the above becomes just one more application on the agent’s desktop. This interactive ThinkTank will explore how to make agent desktop environment efficient and eliminate multichannel friction while supporting customers’ end-to-end journeys, and balancing automation and human relationships.

Key Take-Aways:

  • Best practices for intelligent agent engagement
  • Insight on desktop unification and application orchestration
  • Guide to robotic desktop automation
  • Tips and tricks for real time process guidance
  • Real world use cases of intelligent agent assistance

3:05 PM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted By:

3:50 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and 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.

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.

Choose one of the following zones:

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

Co-Facilitators:
Nick Bandy, Chief Executive Officer, SpeechIQ
Chuck Baker, Senior Manager Training, Development and Quality Assurance, Royal Caribbean International

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Curious to know if speech analytics can really be a difference-maker in your organization? This interactive session will explore firsthand how the combined power of speech analytics and QA can not only drive better agent and contact center performance, but can pave the path for improved operations and customer experience.

Key Take-Aways:

  • QA approaches to improve agent training and performance
  • Guide to tackling the granular call categorization to inform and improve operations
  • Insights and data that drive strategic direction
Zone 3: Best Practice: Employee Experience (EX) – The Key to Unlocking a Better Customer Experience (CX)

Facilitators:
Jacob Britt, Senior Manager, Business Development, Aceyus
Sharon Bradbury, OneCloud Experience Manager, Engineer & Advocate Support Technologies, Microsoft

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In today’s digital world a growing number of organizations are laser focused on Customer Experience (CX) as a way to drive improved profits and market share. Unfortunately, many have underestimated the impact that Employee Experience (EX) plays in delivering a memorable Customer Experience.   As companies continue to add and embrace new digital channels the role of the Agent is becoming more critical and will have profound effects on company culture, employee engagement and bottom line profitability.

Key Take-Aways:

  • Insight into the key transactional and psychological issues that are directly impacting your employees (i.e. addressing the complicated problems employees deal with every day)
  • Pitfalls of increased focus on technology growth and improved CX at the expense of addressing the needs of employees/agents (EX)
  • Realistic perspective of your company’s experiences based on the understanding of expectations and perceptions
  • Proven ways to leverage analytics and track the metrics needed to identify, balance and improve both CX and EX
Zone 4. Best Practice: Mapping and Marrying the Self-Service Vision

Co-Facilitators:
Crystal Collier, Executive Consultant, Customer Experience, PTP
Lynn Olson, Vice President of CX, PTP

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Every customer interaction is a journey that can involve multiple channels, including your website, contact center, mobile app, and social media. As customer experience (CX) becomes more of a differentiator, companies that strike the perfect balance of human touch with digital will win. Where does self-service fit in?

In this session, we will discuss success factors to map and marry your self-service vision. This interactive session will encourage participants to consider and document leading practices to determine the self-service journeys that offer the best CX in their organizations.

Key Take-Aways:

  • Knowledge of where and how brands offer self-service
  • Proven benefits of self-service
  • Key steps to take to plan, test, and launch self-service

4:50 PM


Session to Session Travel Time

4:55 PM


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

Being Transparent in Your Communication with Customers and Employees

Jared Benesh, Executive Director, Contact Center Technology & Product Strategy, Quicken Loans

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Complete transparency with Customers and Employees is extremely difficult in large organizations – and yet, if done correctly and consistently, it is paramount to the delivery of successful CX initiatives. Large companies talk about transparency, but how transparent are they really with everyone?

Key Take-Aways:

  • Best practices to “Do it now” – Every person, every time, no exceptions, no excuses
  • Tips and tricks for getting buy in – strategies to align your teams and customers to the same expectations
  • Guide to breaking the traditional expectations with a simple approach

From Agent to VP: A Real World Career Journey

April Sealy, Vice President, Operations & Customer Solutions, Elevate

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Young, talented, high-potential people leave the industry every single day. How do we stop the attrition that is robbing us of our ability to attract and retain agents, to build excellent performance and achieve a fantastic customer experience? The challenge leaders face today is twofold – one, how can we retain workers in our contact centers, and two, how can we can inspire potential high performers to stay with us for the long haul –and to build a career in call center leadership? This session will explore the opportunity to greatly influence talent in our organizations, how to leverage time, energy and focus to create opportunities for our agents, as well as a strong customer-centric strategy.

Key Take-Aways:

  • Steps leaders can immediately implement to retain staff, recognize potential future leaders and start them on the path to leadership within your organization
  • Insight on what’s most important to today’s young workforce (friends, purpose, and progression)
  • Guide to identifying high potential future leaders, get them hooked on the vision for their future in the contact center space, and show and tell them that you trust them

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

Featured Demonstration Hosted by:

9:10 AM


KICKOFF AND KEYNOTE – Saving The Customer Experience, One Contact Center At A Time

Nate Brown, Head of Customer Experience, UL EHS

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We’ve all been waiting patiently for the Customer Experience revolution to reach its spectacular pinnacle. It was widely predicted that 89% of businesses would be competing on the basis of CX by now. The reality is that a tremendous percentage of Customer Experience initiatives are failing. The time has arrived to look critically at our current approach and to seek out a new path. Could it be that one of the greatest keys to unlocking customer success lies in the Contact Center? Learn how great Customer Experiences begin in the contact center and inspire the entire organization!

Key Take-Aways:

  • Ignite design thinking in the contact center to move from reactive to proactive
  • Tips for inspiring the business through Voice of Customer to honor customers as the greatest asset
  • -Insight on how to look critically at the skills and existing strategy of a CX function to maximize success
  • Best practices for developing meaningful work to awaken a customer-centric mentality across the larger organization

10:15 AM


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

Gabriele Masili, CSS Chief Technology Officer, Customer Service & Support, Microsoft

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AI is disrupting the customer support industry. This session will examine how to drive process changes and improvements to empower the ultimate customer support experience through the combination of virtual agents and human agents.

Key Take-Aways:

  • Guidance on the best approach to bringing automation to the customer support experience
  • Recommendation on using a phased implementation plan
  • Methodology for the best combination to ensure customer success

10:35 AM


Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

11:05 AM


EXECUTIVE PRESENTATION – Bracing for the IoT Impact

Brent Cogswell, Vice President, Customer Care Center, Schneider Electric

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By 2020 there will be 80 Billion connected devices! This changes the game in terms of how customers will be supported. IoT devices can report their own problems and provide data that allows issues to be resolved before customers are even aware. This value stream opens the door to new capabilities and revenue streams never before seen in customer support.

Key Take-Aways:

  • Insights gained on how best to transform your support organization to support IoT devices and associated services
  • Roadmap to follow in order to transform your organization to be prepared for this impact
  • Best practices on ways to capitalize on this changes all while delivering improved customer success

11:25 AM


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

Moderator:
April Sealy, Vice President, Operations & Customer Solutions, Elevate

Panelists Include:
George Barbieri, Partner Success Supervisor, ezCater
Kelley Bond, Director, Customer Care Operations, Walmart
Sam Carrington, Former Help and Service Design Manager, Lyft

Learn More
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.

12:15 PM


CONTENT FOR THE 15TH ANNIVERSARY CUSTOMER CONTACT EAST CONCLUDES

Customer Experience Site Tour – JetBlue Park at Fenway South

Join us for a tour of JetBlue Park at Fenway South, where members of the Customer Service team from the Boston Red Sox will discuss Spring Training and best practices for keeping 11,000 fans happy during each game, and on a year-round basis, to support the community of fans. What can I learn from a ballpark, you ask? Isn’t this a bit out there in left field? Exactly. Join us on this non-traditional customer service tour and explore customer service excellence from a new perspective.

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.

Contact Us

Contact Us

Customer Contact East
7550 IH 10 West, Suite 400
San Antonio, TX 78229-5616

Phone: +1-877-463-7678
Email: events.us@frost.com

About the Event

Customer Contact East will prepare you for the future of customer care by providing pragmatic real-world experiences, insight, best practices and tools for realizing your Customer First vision.

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