Interactive & Highly Collaborative Content

The 2019 program is in development and will be released soon.

Download the 2018 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 Activities.

7:00 PM


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

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.

9:00 AM


Dy to provide

10:00 AM


Dy to provide

3:15 PM


Sponsor Workshop

4:45 PM


Sponsor Registration & Orientation Reception

6:00 PM


Speaker & Thought Leader Orientation

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.

7:30PM


Welcome Networking Reception & Event Kickoff

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

7:30 AM


Registration, Continental Breakfast, and Exhibition

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

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 and having C-Suite conversations on the strategic issues facing customer experience and customer care executives.

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: Operationalizing Speech Analytics: The Big Bang for Your Buck

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

Zone 4. Case History: Putting the Customer First: Easing the Transition from Digital to Voice

Zone 5. Case History: Effortless Agent Experience: Collaboration and KM Beyond the Contact Center

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. 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.

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 the strategic issues facing customer experience and customer care executives.

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: RPA: Efficiency in Operations and Experience

Zone 4. Roundtable: Workforce and Process Intelligence for Contact Center and Back Office

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

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


Networking Reception

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

6:15 AM


Beach Yoga

8:00 AM


Continental Breakfast and Exhibition

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

11:25 AM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Peer Councils
The Strategic Boardroom engages participants in high level debate and discussion around the strategic issues facing customer experience and customer care executives.

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: Staffing for Competitive Advantage

Zone 2. Peer Council: Continuous Improvement in the Contact Center

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.

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 the strategic issues facing customer experience and customer care executives.

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: Raising the Bar on a Holistic Self-Serve Experience

Zone 4. ThinkTank: Leveraging AI to Elevate Workforce Management to the Next Level

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

2:55 PM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

3:40 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Best Practices

The Strategic Boardroom engages participants in high level debate and discussion around the strategic issues facing customer experience and customer care executives.

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: Leveraging Analytics to Amplify Voice of the Customer Insights

Zone 3: Best Practice: Engaging and Managing Your At-Home Agents

Zone 4. Best Practice: Elevate and Enhance Performance

4:40 PM


Session to Session Travel Time

4:45 PM


SPEED RUNS – 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


Beach Party Featuring the 15th Annual Customer Contact Beach Olympics

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

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.

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