Interactive & Highly Collaborative Content

Schedule-at-a-glance is preliminary and will be updated as information becomes available.
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Jump to: [Sunday, 04/08/18] | [Monday, 04/09/18] | [Tuesday, 04/10/18] | [Wednesday, 04/11/18]

SATURDAY, APRIL 7, 2018 | ARRIVAL DAY

Arrive Saturday to participate in Sunday’s Networking Activities.

7:00PM


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

Jump to: [Saturday, 04/07/18] | [Monday, 04/09/18] | [Tuesday, 04/10/18] | [Wednesday, 04/11/18]

SUNDAY, APRIL 8, 2018 | 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


Dolphin Watching and Shelling Excursion
Join us on a dolphin watching and shelling excursion! Start off the day relaxing with a beverage and making new friends as we cruise the sea and watch dolphins swim alongside us. Keep the fun going with our shelling competition on an island universally recognized as having the finest shelling in the world. Winners will be announced during our lunch and drinks on the beach – Jimmy Buffet style. Transportation, food and beverage included.

Participant Fee: $75

Hosted by:

10:00 AM


Escape for Brunch
Are you up for the challenge? Join us as we split into groups and work together to attempt to escape from a variety of themed rooms. Hear tales of the other teams’ adventures and if they were able to escape over lunch and cocktails. Just when you think it’s over, it’s only just begun…we have a special additional treat to be announced soon. Transportation, food and beverage included.

Participant Fee: $75

Hosted by:

3:15 PM


Sponsor Workshop

4:45PM


Sponsor Registration & Orientation Reception

6:00 PM


Speaker & Thought Leader Orientation

6:45 PM


Participant Meet ‘n’ Greet

Learn More

7:30PM


“Island Time” Welcome Networking Reception & Event Kickoff
Meet your fellow peers and colleagues and enjoy a little conversation & cocktails as we get excited for the days ahead!

Hosted by:

Jump to: [Saturday, 04/07/18] | [Sunday, 04/08/18] | [Tuesday, 04/10/18] | [Wednesday, 04/11/18]

MONDAY, APRIL 9, 2018 | GENERAL SESSION AND EXHIBITION

7:30 AM


Registration, Continental Breakfast, and Exhibition

Registration Items Hosted by:

Featured Demonstration Hosted by:

8:15 AM


WELCOME and KEYNOTE
Botman vs. Super-Agent: Dawn of a New Contact Center?

Nicola Millard, Head of Customer Insight & Futures, BT Global Services Innovation Team
Learn More

9:20 AM


SUCCESS STORY

Readying for a New Era of Talent: Attract, Recruit, Reward, Retain

Chris Cheng, Head of Customer Success – Caviar, Square
Learn More

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. The Next Wave of Automation in the Contact Center
Zone 2. Artificial Intelligence and the Transformation of the Customer Experience
Zone 3. Customer Experience and Enterprise Strategy
Zone 4. Bringing the Customer Journey and Experience to Life
Zone 5. Factoring in People to the Equation
Zone 6. Critical Factors in Data and Analytics

10:20 AM


CONCURRENT COLLABORATION ZONES – 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

Choose one of the following zones:

Zone 1. The Path to Automation: From Assessment, to Integration, to Outcomes

CASE HISTORY WITH:

Kaan Aydulun, Director and Principal, Mindlift Inc

FACILITATOR:

Neil Crane, Vice President of IT and Product, Cicero

Learn More

Zone 2. Digital Omni Channel: The Next Era of CX

CASE HISTORY WITH:

Dar Andrews, Senior Director, Service Delivery and Engineering, PayPal

FACILITATOR:

Ted Hunting, Vice President, North American Marketing, Genesys
Jim Whatton, Vice President, Solution Consulting, Genesys
Learn More

Zone 3. Artificial Intelligence that Delivers an ROI

FACILITATORS:

Stacey Barker, Director of Digital, H&R Block
Emily Gray, Director, Account Management, Interactions
Learn More

Zone 4. How to Track and Visualize the True Customer Experience Across all Customer Journeys

CASE HISTORY WITH:

Brent Sparks, Senior Director, Self Service, Enterprise Services Platforms, PayPal
Edder Ivan Plascencia Lopez, Deputy Director of Planning and Control of Operations, IZZI Telecom

FACILITATOR:

Chad Hendren, Vice President and General Manager, Customer Experience Solutions, VHT
Learn More

Zone 5. Cultivating Agents: Business Acumen for Enterprise Value

CASE HISTORY WITH:

Janet Poklemba, Customer Support Manager & Site Leader, Bosch Heating and Cooling North America

FACILITATOR:

Neal Topf, President, Callzilla
Learn More

Zone 6. Leveraging Analytics to Gain Critical Customer Insights

FACILITATOR:

Jon Fischer, Strategic Director, WFO, Aspect
Learn More

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
Customer Engagement – Caught in a World of Digital Flux

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

Followed By-

CAFE CONVERSATIONS – Coaching, Mentoring and Cultivating a New Kind of Contact Center Leader

Gregory Derwart, Managing Director, Administration and Customer Experience, Maryland Department of Commerce
Adrian Guenther, Vice President, Individual Annuity Customer Service, Lincoln Financial Group
Learn More

12:35 PM


Food For Thought Networking Roundtables

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 – ROUNDTABLES

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. Automation and AI: Game Changers for Your Customer Engagement Strategy 

CO-FACILITATORS:

Greg Sherry, Vice President, Marketing, Verint Systems
Harold Baldauf, Chief Operating Officer, CardWorks
Learn More

Zone 2. Integrating Chatbots into the Customer Experience

FACILITATOR:

Mike Asebrook, Director, Product Marketing, Customer Service, Pegasystems
Learn More

Zone 3. Customer Experience Innovation: Digital Disruption and Opportunity

CO-FACILITATORS:

Lauren Kindzierski, Vice President of Solutions & Capabilities, HGS
John Gibney, Senior Customer Service Manager, Jarden Consumer Solutions
Learn More

Zone 4. Driving Change Beyond the Contact Center

FACILITATOR:

Morgan Stewart, Vice President, Marketing, 24-7 Intouch
Learn More

Zone 5. Preparing the Contact Center to Meet the Complex Expectations of the Connected Customer

FACILITATOR:

Nicole Granucci, Director, Product Marketing, Service Cloud, Salesforce
Learn More

Zone 6. Ensuring Data Security and Integrity in the Contact Center

FACILITATOR:

Amit Shankardass, Executive Vice President, Worldwide Market Engagement, Teleperformance
Learn More

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

Learn More

(OR)

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Learn More

4:55 PM


Session to Session Travel Time

5:00 PM


FUTURE FORWARD STORY

Anticipating Their Every Need: Predictive, Proactive, and Personal

David Bancroft, Client Service Division Manager, Treasury Management Client Services, Wells Fargo

Learn More

5:30 PM


Four Truths and a Lie Networking Reception
Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.

Jump to: [Saturday, 04/07/18] | [Sunday, 04/08/18] | [Monday, 04/09/18] | [Wednesday, 04/11/18]

TUESDAY, APRIL 10, 2018 | GENERAL SESSION AND EXHIBITION

6:15 AM


Early Risers Run/Walk
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.

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


KEYNOTE
Safelite’s Journey to Customer Excellence: Transforming Business by Being Purpose Driven

Renee Cacchillo, Senior Vice President, Customer, Brand and Technology, Safelite Group

Learn More

9:45 AM


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

9:50 AM


ASK THE EXPERTS! PANEL DISCUSSION
Revolutionary AI? Yes. But How Do I Get There?

MODERATOR:

Julian Chu, Director, Technical Services, Google

PANELISTS INCLUDE:

Adrian Guenther, Vice President, Individual Annuity Customer Service, Lincoln Financial Group
Stephen Loynd, Global Program Director, Digital Experience, Frost & Sullivan
Gabriele Masili, General Manager, Windows and Devices Group Support Business Unit, Microsoft
Nicola Millard, Head of Customer Insight & Futures, BT Global Services Innovation Team
Learn More

10:40 AM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted by:

11:25 AM


CONCURRENT COLLABORATION ZONES – PEER COUNCILS
Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following zones:

Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives

MODERATOR:

Bob Simmonds, Vice President, Worldwide Travel Operations, Disney
Learn More

Zone 2. Contact Center Optimization on a Shoestring

MODERATOR:

Chris Lah, Senior Director, Customer Service and Financial Resources, Cincinnati Children’s Hospital Medical Center
Learn More

Zone 3. Building a Foundation for AI
MODERATOR:

Julian Chu, Director, Technical Services, Google
Learn More

Zone 4. Global Nuances in Customer Service

MODERATOR:
Nabil Malouli, Vice President, Customer Solutions & Innovation, DHL

Learn More

Zone 5. Outsourcing Partner Management

MODERATOR:

Michael DeSalles, Principal Analyst, Digital Transformation, Frost & Sullivan
Learn More

12:15 PM


Food For Thought – Networking Roundtables

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

1:30 PM


CONCURRENT COLLABORATION ZONES – THINKTANKS

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

Choose one of the following zones:

Zone 1. The Impact of Personalized Automation Across Generations

FACILITATOR:

Kathy Sobus, Director, Customer Experience Consulting, Converge One
Learn More

Zone 2. Five Best Practices for Implementing Artificial Intelligence Self-Serve in the Contact Center

CO-FACILITATORS:

Rachel Pace-Maron, Operations Director, Trade & Support, Royal Caribbean Cruise Lines
Charlie Schrier, Director of Content and Product Marketing, SmartAction
Learn More

Zone 3. Channel Preferences: Balancing the Customer Experience with Enterprise Objectives.

FACILITATOR:

Rob McDougall, Chief Executive Officer, Upstream Works Software
Learn More

Zone 4. How My Customers Annoy Me – Uncovering the Secrets to Make Them Happy

CO-FACILITATORS:

Fred Lee, Chief Technology Officer, Gamut, a Grainger company
Lynn Olson, Vice President, Customer Experience, PTP

Learn More

Zone 5. Engaging and Managing Your At-Home Agents

FACILITATOR:

Sharron Stillwell, Executive Director, At Home Operations, TTEC

Learn More

2:55 PM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted by:

3:40 PM


CONCURRENT COLLABORATION ZONES – 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.

Choose one of the following zones:

Zone 1: Robotic Process Automation Lessons Learned

FACILITATOR:

Ashish Bisaria, Senior Vice President, Alorica
Learn More

Zone 2: Digital Adoption and Contextual Guidance – Connecting the Experience

FACILITATOR:
Kumaran Shanmuhan, Vice President of Solutions, Jacada

Learn More

Zone 3: Customer Contact: A Key Strategic Corporate Asset

FACILITATOR:
Doug Hoffschwelle, Global BPO, Customer Experience Leader, ibex

Learn More

Zone 4. Using Design Thinking to Differentiate Your Customer Experience

FACILITATOR:

Greg Presayzen, Senior Solutions Consultant, Bold360
Learn More

4:40 PM


Session to Session Travel Time

4:45 PM


Creating a Culture of Innovation and Empowerment

Gavin Donovan, Head of Digital Media, McAfee
Learn More

5:10 PM


ACTIONABLE INSIGHT
Change Agency: Creating Readiness for Change

Becky Ayotte, Head of Solution Consulting, Tender Management and Project Coordination Americas, DHL
Learn More

5:30 PM


General Session Concludes

6:00 PM


Beach Party Featuring the 14th Annual Customer Contact Beach 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, 04/07/18] | [Sunday, 04/08/18] | [Monday, 04/09/18] | [Tuesday, 04/10/18]

WEDNESDAY, APRIL 11, 2018 | GENERAL SESSION, EXHIBITION AND ACE HARDWARE 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 – Be a Corporate Influencer: Raising Your Profile and Effecting Change Enterprise-Wide

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

10:15 AM


REAL WORLD SUCCESS – Bringing a Personalized Customer Journey to Life

Jim Pendergast, Senior Vice President, AARP Experience, AARP
Learn More

10:35 AM


Networking, Refreshment, and Exhibition Break

11:05 AM


EXECUTIVE INSIGHT
Whack the Hack: A Proactive Approach to Cybersecurity in Contact Centers

Stephanie Lyon, Principal Data Engineer, BlueCross BlueShield of North Carolina
Adam Weatherman, Informatics Analyst, BlueCross BlueShield of North Carolina

11:25 AM


BRAINSTORM
The Great Take-Away

11:45 AM


INSIGHTS AND IDEA ROUNDUP
Implementing the Best, Brightest and Boldest Ideas from the Program

Alpa Shah, Vice President, Digital Transformation, Frost & Sullivan

PANELISTS INCLUDE:

Terry Blankenship, Associate Vice President, Contact Center Solutions, The General
Lisa Lavin, Director, Customer Experience, The Orvis Company
Ann Szymanowski, Global Director, Customer Service, Dow Chemical
Learn More

12:15 PM


CONTENT FOR THE 14TH ANNUAL CUSTOMER CONTACT EAST CONCLUDES

ACE HARDWARE SITE TOUR AND EXECUTIVE ROUNDTABLE

1:00 PM


ACE HARDWARE SITE TOUR

Shuttle Check In. Lunch will be provided.

3:30 PM


CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL EXECUTIVE ROUNDTABLE

4:30 PM


ACE HARDWARE SITE TOUR AND EXECUTIVE ROUNDTABLE CONCLUDE

Shuttle Transportation to JW Marriott Marco Island Beach Resort

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