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:

9:00 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, Global Brand & Guest Experience Director, InterContinental Hotels Group (IHG)

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: Putting the Customer First: Easing the Transition from Digital to Voice

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

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:
Lauren Kindzierski, Vice President of Solutions & Product Marketing, 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
Navigating the Consolidating Market of Solution Providers

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

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

Moderator:
Richard Litvack, Senior Vice President & General Manager, Digital Self-Service, Citi

Learn More
Well defined business objectives and strategies need to inform technology decisions. Businesses must remain committed to its strategies, even if it leads to counterintuitive technology investments. In this session, we will look at a case study where clear business objectives dictated a strong investment in Interactive Voice Response (IVR) technologies, which subsequently supported additional customer journey interactions.
Key Take-Aways:

  • Insight on the “Shiny Object Syndrome” and how to create an analytically-based strategic approach to inform technology decisions
  • Guide to owning the narrative and how understanding headwinds and tailwinds help to create a story for continued investment in the total customer journey
  • Examples of why simplicity matters and the importance of creating simplified, achievable goals that can be shared across departments
Zone 2. Roundtable: Insights and Analytics – A New Approach to Employee Engagement and Retention

Facilitator:
Sigrid Penner, Vice President, Insights & Analytics, 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

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:
Jim Freeze, Chief Marketing Officer, 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

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, Director, Client Services, Morningstar

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

Panelists Include:
Samuel Carrington, Former Help and Service Design Manager, Lyft
Julian Chu, Director, People Operations, Google
Michael Pace, Director, Member Services, Virgin Pulse
Samantha Starmer, Vice President of Design, Capital One
Kandy White, Vice President, Service Technology, Small Business Services, ADP
Deb Zell, Director of Customer & User Experience, Dell

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 Service, Stealth Gaming Startup

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: Connected Service Management: A Model for Proactively Resolving Issues

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. Roundtable: Mapping the Customer Experience Across All Journeys

Zone 6. Roundtable: Effectively Using Personas to Design Powerful Customer Experiences

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

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

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

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

Facilitator:
Rob McDougall, Chief Executive Officer, Upstream Works

Learn More
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: Control Your Labor Costs with a Gig Economy Workforce

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

Learn More
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

Learn More
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

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

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

Moderator:
Michael DeSalles, Principal Analyst, Digital Transformation, Frost & Sullivan

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)

Facilitator:
Jacob Britt, Senior Manager, Business Development, Aceyus

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:

– Success Factors in Achieving a Customer Centric Culture Transformation
– 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

Michael O. “Coop” Cooper, Founder, Innovators + Influencers

10:15 AM


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

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

Panelists Include:
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 TOURAND EXECUTIVE ROUNDTABLE CONCLUDE
Shuttle Transportation to JW Marriott Marco Island Beach Resort Provided.

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