Interactive & Highly Collaborative Content

Schedule-at-a-glance is preliminary and will be updated as information becomes available.
Download the Full Brochure

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
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


“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
Digital customers are engaging with companies in different ways. As the demand for digital channels grow, can machine learning help create new customer experiences? Are bots going to make the contact center redundant? What are the skills that our human “Super Agents” might need into the future? Is it really an epic struggle between man and machine?

KEY TAKE-AWAYS:

  • Insight into the behaviors of digital customers
  • Best practices for cutting through the hype about artificial intelligence, by taking a practical view of the state of the science/art
  • Guide as to where to start with machine learning in the contact center

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
No matter what generation you’re from, many millennial wants and needs such as increased collaboration, empowerment, and strong corporate values/vision are key drivers for a team’s success. This session will unpack multiple best practices from a forward-looking tech company that have led to attracting and building great talent.

KEY TAKE-AWAYS:

  • Guide to leveraging new tools, methods and fresh processes (such as a “daily stand up) to increase collaboration across the team
  • Fresh perspectives on how to empower your frontline agents
  • Template for how team and company values can drive desired behaviors at scale

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
Automation is not new; IVR had its infancy in the 70’s and macro’s have for years eliminated repetitive keystrokes. Today the term ‘Automation’ is often used in the context of replacing humans with bots that can perform complex tasks and may include artificial decision support. In some cases Automation empowers self-service, in others it creates a barrier to engagement. So what approach is right for your clients and business and where do you start? How is the customer experience improved or hindered by automation and how do you balance that with a drive for cost reduction? In this interactive session, we’ll review Automation strategy and explore the appropriate use of Automation in the contact center and the types of the tool at your disposal.

KEY TAKE-AWAYS:

  • Insight on how to identify what to automate
  • Common pitfalls and misconceptions on automation in the contact center
  • Anticipated benefits on the overall customer experience

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

By 2020, 90% of engagements are predicted to start online or via mobile. This interactive case history will discuss best practices to create a seamless, effortless omni channel journey across all channels.

KEY TAKE-AWAYS:

  • Tips and tricks for evolving the customer experience into the digital world
  • Best practices on making the customer journey more personal and effortless
  • Guide to ensuring new channels don’t become new silos in the new world of Bots and AI

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
Enterprises across the board are being challenged with ways to implement artificial intelligence throughout customer care. A big struggle that customer care executives face is determining which technologies are ready for the market and which ones will produce the strongest ROI. This interactive session will help disambiguate what’s real versus what’s not and where companies should be investing to produce savings and improve CX.

KEY TAKE-AWAYS:

  • Blueprint of available customer care AI technologies
  • Insight on which of these technologies produce the strongest ROI
  • Best practices for creating a business case and roadmap for future technologies

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
This interactive session unveils how to track your customers’ journeys to focus on enhancing the customer experience while achieving desired business outcomes. The discussion will examine the most impactful killer metrics to gauge success or failure to reach these goals, and discuss extending past your CRM’s limitations of post-interaction management. We will set the stage for thinking “In the moment of opportunity,” versus, “Reacting after an interaction is routed and / or concluded,” with an emphasis on seeing the true customer journeys, measuring their success, and continually optimizing outcomes.

KEY TAKE-AWAYS:

  • Guide to balancing customer experience expectations with operational realities
  • Proven best practices to methodically implement CX enhancement with journey tracking and meaningful metrics
  • Insight on dynamic, segmented, personalized treatment in real-time: capture data, analyze, and navigate to the next best channels and actions
  • Clear understanding of Waypoint Methodology to confidently accomplish the above in manageable, repeatable manner

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
This interactive Fireside Chat will unpack how leading customer-facing organizations prepare their contact center agents to effectively speak the Brand Voice and care for the Brand’s customers, regardless of in-house or outsourced, onshore or off/near-shore.

KEY TAKE-AWAYS:

  • Best Practices in defining Brand Voice for the contact center
  • Guide to translating contact center objectives to match or exceed Corporate objectives
  • Who Cares? Insights for getting the buy-in and commitment from the contact center front line, to make the contact center a strategic business unit for the enterprise

Zone 6. Leveraging Analytics to Gain Critical Customer Insights

FACILITATOR:

Jon Fischer, Strategic Director, WFO, Aspect
Learn More

Speech analytics have been available for contact centers for quite some time, yet only 26% of contact centers have implemented it. This interactive case history will remove some of the mystery around speech analytics that has been a barrier to adoption. The session will unpack lessons from customers that have actually implemented this innovative technology, ultimately showcasing how you can dramatically improve key contact center metrics.

KEY TAKE-AWAYS:

  • Proven tactics and sources of value when using speech analytics in the contact center
  • Framework for understanding how speech analytics works
  • Case studies with ROI metrics for speech analytics
  • Insight on the future of speech and text analytics to automate the QA process

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
Data Analytics is upending Customer Engagement. Which systems and strategies will be needed to support and manage all the data coming at us in this era of immersive techno-consumerism and the high customer expectations that come with it?

This session will be examining themes such as:

  • The role of Data Analytics in a true Customer Experience omni-channel strategy
  • The challenge of managing disparate data and knowledge in the context of legacy technology systems
  • Data Analytics and process innovation

KEY TAKE-AWAYS:

  • How much exponential change may we soon see?
  • Insight as to why companies must transform rapidly, or gradually perish
  • Results from Frost & Sullivan’s global survey for 2018 on Navigating Digital Transformation in Contact Centers

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
Strategically designed coaching and mentor programs engage high potential executives in the skills of behavior management and leadership development aligned to the organizations vision in current and future growth strategies. Come and engage with two seasoned customer service executives to examine how effective mentoring programs are the result of vested buy-in by committed organizational leaders to dedicate and sustain genuine focus to see the program and executives succeed.

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

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction. The combination of automation, AI and some creative planning can create new opportunities that can revolutionize customer engagement.

KEY TAKE-AWAYS:

  • Insight on the six planning areas to consider as part of your customer engagement automation strategy including: Business Objectives, Technology, People- Culture and Outcomes-ROI
  • Tips and lessons learned from leading business services, financial services, insurance, retail and utility companies (customer advisory board members)
  • Guide to the top automation and AI resources including articles, blog posts and top thought leaders on Twitter

Zone 2. Integrating Chatbots into the Customer Experience

FACILITATOR:

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

Organizations are obsessive in shaving seconds off every customer interaction while retaining quality. As a result, Chatbots have exploded onto the scene. However, what happens when a bot cannot answer a question? For most businesses, the answer is to move users to a human-assisted channel. How do you ensure the customer experience is seamless and context remains from bot to human and back? Join us to see how chatbot technology can be used to help deliver a convenient, high value, rich and rapid digital service experience.

KEY TAKE-AWAYS:

  • Measures of success for a well-designed chatbot approach
  • Approaches that balance the bot to human ratio for an optimal customer experience
  • Best practices for rolling our Chatbot implementations
  • Guide on the ways to carry over and track context as conversations traverse from bot to human
  • Discussion on the future use cases of chatbots
  • Tips from the crowd on what works/what doesn’t for Chatbots in Contact Centers

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
Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. Digital interactions now account for more than 42% of all interactions taking place inside contact centers across the globe. At that current rate, digital is expected to overtake voice in 2018. Is your contact center ready?

KEY TAKE-AWAYS:

  • Tips for getting started on the digital transformation journey
  • Best practices for measuring digital success
  • Lessons learned from bots and AI integration
  • Determining whether channel guidance or channel preference is the right framework
  • Strategies for implementing and improving text message customer service

Zone 4. Driving Change Beyond the Contact Center

FACILITATOR:

Morgan Stewart, Vice President, Marketing, 24-7 Intouch
Learn More
Leveraging NPS is only one way to make strategic business decisions. Most contact center professionals are measuring the touch point of their customer’s interactions within the contact center. But if you think of the overarching relationship of the consumer, you’re only measuring only one aspect of the customer journey, not the entire experience. Join us to learn the importance of creating a customer-centric strategy beyond the contact center to drive strategic change in your organization.

KEY TAKE-AWAYS:

  • Metrics that make your team valuable to cross functional teams and tactics for making an impact
  • Guide to identifying key areas and opportunities to educate your peers from cross-functional teams to drive change with customer data
  • Best practices for driving change by fixing systemic issues or exposing new opportunities to add value for your customers
  • Insight on assessing if your key metrics represent your team’s mission and purpose

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

As the 4th Industrial revolution ushers in a new era of customer service innovation, the role of your agent workforce needs to evolve as well. As technology changes, it’s important that agents can do this not just on the phone or via email, but also in emerging channels like text, online chat, social media, or in combination with bots, IoT data, and other AI platforms. Join this engaging, forward thinking interactive session on the agent training gap and how to prepare and maximize your agent workforce for the age of AI and digital communication.

KEY TAKE-AWAYS:

  • Guide to omni-channel de-escalation
  • Insight on the critical need for emotional intelligence training, and how to find thoughtful solutions for your customers
  • Best practices for utilizing soft skills training for the front line
  • Blueprint for leveraging great customer experiences to create a workforce of customer advocates

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

FACILITATOR:

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

Research found that over 70 percent of defrauded customers will churn or reduce their wallet share in a company if their data is subject to theft or fraud. Today’s customers are more concerned than ever about how companies secure and use their data. Protecting this information, therefore, is key to ensuring the prosperity of your business. Mix in the requirement for compliance and we have a perfect storm. And, all of this has to be done while maintaining the customer experience and reducing customer effort. Security breaches can only be limited with a deeper investment in proactive prevention, detection, mitigation, and more than anything, people training. In this session, we will better understand trends and provide context for the current data privacy and security landscape. We will also share best practices on minimizing operational risks and building a security-conscious culture, one where there is a rich set of policies, processes and tools to protect clients and their customers.

KEY TAKE-AWAYS:

  • Methods to identify common vulnerabilities
  • Insight on how to balance security need with customer ease/customer experience
  • Guide to incorporating security into the value system of the organization
  • Best practices for preventing operational breaches

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
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 NPS
Hosted By: Brian Weber, Director, Contact Center, Summit Broadband
The Fix on Sales vs. Service
Hosted By: Nancy Fratzke, Vice President, Customer Care Centers, U.S. Cellular
The Fix on Social Media
Hosted By: Laly Yera-Rodriguez , Director, Royal Guest Experience, Royal Caribbean
The Fix on B2B Nuances
Hosted By: Susan Hoekstra, Vice President, Client Experience, BNY Mellon
The Fix on Who Owns the Customer Experience
Hosted By: Cecelia MacLellan, Director, Contact Center Operations, Staples
The Fix on Regulated Industries
The Fix on Tiered Support
Hosted By: Mireille Godin, Vice President, Customer Care, Xplornet Communications Inc.
The Fix on Small Contact Centers
Hosted By: Tessa Mueller, Senior Director, Customer Care, David Yurman

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
Serving the expressed need of the customer is standard; meeting the unexpressed needs of the customer is game changing. This session provides a case study in transforming a program that looked great on paper to one that was great for customers, driving loyalty and satisfaction.

KEY TAKE-AWAYS:

  • Insight on identifying what is not working well and reallocating resources for greater impact
  • Tactical approaches to leveraging customer intelligence all around us to surprise our customers
  • Outcomes of how to stop making things look good on paper, and start making a real difference for the customer

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

Move from a traditional approach to one that drives an innovative one. Words like transformationand innovationaren’t typically used when you’re thinking about a company called Safelite. This session will share how moving from a traditional approach to one that’s more agile drove superior customer engagement, satisfaction, and memorable service.

KEY TAKE-AWAYS:

  • Guidelines on how to avoid the fear of moving away from traditional organization charts, to a structure that provides flexibility and takes advantage of cross-team talent
  • Tips on how being agile and innovative grounds your business—no matter its age—in meeting customer needs with a clear and dedicated focus
  • Insight on the best ways to listen to your customers, move fast to provide the tools they need to do business with you, and have them walking away feeling they were in control the entire time

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
We have long known that ensuring customer success is the key to our long term business viability, no matter what industry or sector we operate in. With the rapid rise of AI, will it be a key enabler for delivering customer success? Or will it divide us further from intimately understanding and having true empathy for what our customers truly need?

KEY TAKE-AWAYS:

  • Framework to approach leveraging the advance of AI for customer experience effort
  • Practical examples of companies deploying AI in customer services
  • Potential pitfalls to avoid as early adopters

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
This interactive session will be a robust discussion related to critical directions facing the contact center industry today.  The interactive discussion will unpack best practices for supporting text messaging, social media, omni-channel and the use of chatbots and Artificial Intelligence.  Come share challenges, potential ideas and actual best practices that can be applied to all businesses.

Key Take-Aways:

  • Best practices for omni-channel customer engagement
  • Insights on the future of automation, chatbots and AI
  • Guide to implementation, across all industries and businesses

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
Contact center expenses keeping rising while the budgets kept shrinking! Balancing these financial realities against the needs of your customers requires more than standard processes and strategies. Conquering costs and achieving maximum quality may not be as difficult of a text as you think. In this interactive session, you are the customer as well as the contact center leader. Bring your ideas as well as your questions!

KEY TAKE-AWAYS:

  • Guide to budget friendly customer engagement practices and software
  • Best practices for generating new cross-industry approaches for your staff and operations
  • Guide to leveraging insights from customer and employee research to improve the player (and customer) experience

Zone 3. Building a Foundation for AI
MODERATOR:

Julian Chu, Director, Technical Services, Google
Learn More
As we observe the rapid rise of Machine Learning and Artificial Intelligence, progress of its application to customer experience has been spotty at best. During this adoption phase, customers are apprehensive of being assisted by bots, companies are grappling with compelling use cases to apply the technology, while the technology itself seems to be evolving at the speed of light. This working session is designed to offer participants the opportunity to share their experiences, learn from each other, and collectively identify practical steps they can take to better drive progress from their business lens.

KEY TAKE-AWAYS:

  • Lessons learned from participating companies’ AI journeys, including how they are leveraging AI, technology selection criteria, and elements of business case
  • Practical insights from any pilot programs, including best practices for optimizing operations
  • Collective action plans to progress forward in building a business case for AI, and crafting use case driven pilots to experiment

Zone 4. Global Nuances in Customer Service

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

Learn More
Managing customer service excellence across culture & territories represent one of the main challenges for any global organization.
While standardization is a priority for leading organizations, Consumer behaviors are changing at a fast pace and requires a strategic & methodical approach toward customer service management. In this interactive session, we will discuss the changing landscape, need for managing customer service considering cultural differences & new technologies.

KEY TAKE-AWAYS:

  • List of relevant technology trends related to customer service management
  • Insights on key aspects of leading customer services teams across territories
  • Key examples of global & local approach towards successful customer service experience
  • Guide to the customer’s customer experience & impact on the business

Zone 5. Outsourcing Partner Management

MODERATOR:

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

Whether a novice or seasoned expert at outsourcing customer management, we know you face an array of questions. How risky or prudent are various onshore, offshore, and near shore strategies? Can outsourcers meet the needs of today’s omni-channel consumer? Can service providers give you access to educated, ethical, service-oriented, bicultural and bilingual talent at a reasonable price?

KEY TAKE-AWAYS:

  • Strategies involved in deciding what to outsource, when to do it, and where
  • Guiding principles to successfully managing the outsourcing partnership and achieve a ‘win-win’ to maximize success
  • Insight on why outsourcers are choosing to locate in specific near-shore geographies
  • “On the ground” insights from experienced service providers and well-traveled industry analysts, esp. for Nearshore: Mexico, Central America and South America
  • Examples of real-world successful deployments and expanded engagements

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
Has the future finally arrived? Technology is moving at lightning speed, and so are the personalities and preferences of our customers. Voice only transactional communication is a way of the past as we see basic transactional items handled with machine interaction. But the movement is bigger than that, customers demand automation that is personalized and artificial intelligence is allowing companies to transact and communicate in a new way. Is there a generational benefit of how we automate? And at what cost? Join a Baby Boomer and Millennial for this interactive session about the impact of personalized automation. What do you need to know, so that your company can move ahead?

KEY TAKE-AWAYS:

  • Outcomes of how artificial intelligence that has been personalized and the effects on the Baby Boomer and Millennial generations
  • Guide to how personalized automation has affected you today and how you can see it being developed in your organization
  • Insight on financial considerations, agent development and concerns, and web and application readiness

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
Customer self-service has become a cornerstone to successful contact center operations and a key piece of the customer experience. Join this interactive session discussing how to introduce AI-powered virtual agents to your overall strategy.

KEY TAKE-AWAYS:

  • Guide to a better understanding of what AI really means for your employees, contact center, and overall business
  • Best practices for how processes can and should be automated using AI
  • Tips and tricks for designing and implementing self-service solutions for maximum effectiveness and ease-of-use

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

FACILITATOR:

Rob McDougall, Chief Executive Officer, Upstream Works Software
Learn More
Today, customers expect to be able to choose how they communicate. And regardless of channel, they want a consistent, low-effort, personalized experience across every interaction, every channel and every time they engage with an organization. Successfully meeting these expectations requires innovation – and a strategy to balance that innovation with measurable business value across the enterprise. Join us as we offer a practical guide to building, improving, and optimizing your customer experience platform to align with your enterprise objectives. You’ll discover how to derive the most benefit from your omni channel connected CX platform, including a fast ROI and a strategy for future-proofing your contact center.

KEY TAKE-AWAYS:

  • Key elements to build a connected, personalized CX strategy across the enterprise
  • Best practices for improving agent and customer engagement across all channels and interactions
  • Insights into a practical guide for customer journey interaction mapping for better agent and customer experience, satisfaction and loyalty, for today and in the future

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

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We know you understand how high the bar has been set for customer experience. Today’s consumers have gotten used to easy online experiences, quick customer service, and the expectation that the companies they work with know and meet their needs. And how does this play out? It might make you slightly annoyed when your customers complain. But perhaps they might have some legitimate gripes. Have you ever really dug in to understand why your customers annoy you? You’re obviously not alone. Many organizations have challenges with legacy systems, departments in silos, and processes that make it difficult to meet customer demands. There are solutions! Join us for an interactive, engaging and provocative session with Fred Lee, Chief Technology Officer of Gamut, a Grainger company, who shares detailed case studies on how they realized it was hard for customers to work with them, and made the necessary changes to stay ahead and deliver exceptional service. Come get involved with peers to unveil your own internal challenges and objectives, and discover ways to resolve them.

KEY TAKE-AWAYS:

  • Best practices for truly understanding your customer’s experience
  • Assessment of your organization’s current customer experience challenges
  • Potential solutions and ideas to resolve your organization’s challenges
  • Case study of Gamut, a Grainger company and how they uncovered problems and built solutions to address them

Zone 5. Engaging and Managing Your At-Home Agents

FACILITATOR:

Sharron Stillwell, Executive Director, At Home Operations, TTEC

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In today’s contact center world, you must  be flexible. Large physical structures, while still prevalent, are ceding ground to more flexible home-based associate models. However, delivering an at-home model isn’t easy. Join us to discover powerful strategies for optimizing your at-home program, resulting in happier employees and a phenomenal customer experience.

KEY TAKE-AWAYS:

  • Examples of how to prepare adult learners for a variety of training methods
  • Best practices in keeping at home/remote workers engaged
  • Guide to utilizing at-home as a reward for your associates
  • Blueprint for recruiting raving fans for an exceptional at-home program
  • Tips on the must-haves for ensuring a successful at-home program

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

The buzz in the industry is about Automation. We all want it, but don’t know how to go about it. In this interactive session, gain best practices from companies who have already embarked and delivered success in Robotic Process Automation.

KEY TAKE-AWAYS:

  • Guide to creating an automation mindset with the company
  • Best practices for designing a road-map for automation
  • Insight on how success is measured
  • Tips and tricks for avoiding the common mistakes executives make while taking the automation journey

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

FACILITATOR:
Kumaran Shanmuhan, Vice President of Solutions, Jacada

Learn More
Offer visual self-service options for both web and calling customers to increase the likelihood they will attempt self-service. By providing an alternative to assisted-service through Visual IVR, customers are able to more successfully service their own needs, reducing the reliance on the contact center while also reducing the staffing and training needs of a contact center. If a live agent is needed, contextually transfer the customer to the agent with full visibility of the self-service interaction so authentication, intent discovery and others are not repeated numerous times.

KEY TAKE-AWAYS:

  • Best practices for driving adoption of your self-serve assets to lower inbound call volume
  • Blueprint for driving contact center efficiency and augment the role of the live agent through automation, agent guidance and intelligent assistance
  • Tips and tricks for expertly blending digital and human assistance for successful interactions that span multiple communication channels
  • Client use cases and actual Visual IVR results from Turk Telekom, Leumi Card, a Fortune 50 software company, and a Fortune 100 Insurance company

Zone 3: Customer Contact: A Key Strategic Corporate Asset

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

Learn More
Contact centerdoesn’t have to mean cost center. As the industry moves forward, modern enterprises are searching for partners who can do more – partners who are not only support outsourcers, but who drive customer acquisition, experience, and growth with integrated capabilities. Increasingly, enterprises require partners who can transform their call centers into profit centers, remove cost from the bottom line, and seamlessly manage the full end-to-end customer lifecycle. Join us to discover innovative strategies and tools for successfully preparing your contact center business for the age of revenue-driven BPO.
KEY TAKE-AWAYS:

  • Insight on how to help businesses defragment the customer experience
  • Approaches for implementing digital customer acquisition capabilities
  • Tips for highly engaged agents in your worldwide call centers
  • Best practices for aligning your enterprise for end-to-end customer engagement

Zone 4. Using Design Thinking to Differentiate Your Customer Experience

FACILITATOR:

Greg Presayzen, Senior Solutions Consultant, Bold360
Learn More
Customer experience is the future battleground of business: 89% of companies expect to compete based on their quality of service. As a result, many companies are re-thinking how they deliver an exceptional customer experience. By leveraging an outside-in approach like Design Thinking, you keep the focus on your customer to discover their unique pains and value drivers, allowing you the opportunity to become a trusted advisor and create a valuable partnership in developing the ideal customer journey.

KEY TAKE-AWAYS:

  • Framework for how the Design Thinking methodology can be used to take a customer-centric approach to create ideal customer journey maps
  • Exercises, including empathy maps and storyboarding, to help guide us towards an exceptional customer experience for a chosen persona and problem statement
  • Examples of companies who have leveraged Design Thinking to reimagine how customer success is defined

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
The digital customer experience has become a key differentiator for today’s top brands, with companies in all industries rushing forward to advance their customer experience programs. For maximum results, companies need to have a sense of the future of the customer experience to best allocate time and resources. This session will discuss how customers expect great digital experiences from brands they do business with.

KEY TAKE-AWAYS:

  • Lessons learned on how to get buy-in for your customer experience program
  • Examples of companies creating unforgettable customer experiences
  • Insights and best practices into omni-channel customer engagement

5:10 PM


ACTIONABLE INSIGHT
Change Agency: Creating Readiness for Change

Becky Ayotte, Head of Solution Consulting, Tender Management and Project Coordination Americas, DHL
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Today’s consumer expectations are changing fast and many companies are not armed with the change management processes to keep up. Companies that must develop a change management program from the ground up often face daunting challenges. To be effective, the change management process must take into consideration how an adjustment or replacement will impact processes, systems and employees within the organization. This session will discuss strategic approaches, best practices and practical steps companies can take to develop best in class change management and position themselves for success.

Key Take-Aways:

  • Five steps for an effective change process
  • Insight into popular models for managing change
  • Best practices to help managers align the scope of proposed change

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
Everyone can influence the people around them. But are you influencing the right things in the right way to be effective? Have you thought through the type of influence you want to have and whether you have the approach that will work? This interactive coaching session will use real-life challenges and tools that you can apply immediately to raise your profile and create change in your organization.

KEY TAKE-AWAYS:

  • Specific framework to identify what to influence and why
  • Easy to use tool called the Influence Matrix that allows you to hone your message for your audience
  • Pitfalls to avoid when influencing others

10:15 AM


REAL WORLD SUCCESS – Bringing a Personalized Customer Journey to Life

Jim Pendergast, Senior Vice President, AARP Experience, AARP
Learn More
Start a brand new CX practice from ground zero in a traditional business can be a daunting task. However, bringing your customers front and center, and making their most critical pain points your company’s burning platform can transform the way you do business forever.

KEY TAKE-AWAYS:

  • Framework to understand and prioritize the most critical ‘end to end’ issues impacting your customers
  • Guide to identifying long time organizational ‘Challenges’ and positively convert into future success ‘Enablers’
  • Best practices for how to become data driven by associating financial outcomes do drive greater empathy in doing ‘the right thing’

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
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 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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