Exchange Day 1

12:10 pm - 12:20 pm Virtual Foyer Opens & Welcome Orientation

12:20 pm - 12:30 pm Chairperson’s Opening Remarks

12:30 pm - 1:00 pm Benchmarking Session: Power to the Pivot: How to be Agile and Think Ahead

Erin McMillan - AVP – Customer Operations, Cox Automotive
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Erin McMillan

AVP – Customer Operations
Cox Automotive

1:00 pm - 1:30 pm Industry Insight: Agile ROI: Voice AI Experiments to Try During Uncertain Times



1:30 pm - 2:00 pm Industry Insight: Experience Design That Truly Differentiates

Stuart Benzal - VP, Omni Channel Customer Care, Hudson's Bay Company
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Stuart Benzal

VP, Omni Channel Customer Care
Hudson's Bay Company

2:00 pm - 2:10 pm Comfort Break

2:10 pm - 2:40 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:30 pm Comfort Break

Interactive Group Discussions

Roundtable 1

3:30 pm - 4:15 pm Authentic Customer Experience On Demand

Roundtable 2

3:30 pm - 4:15 pm Engage Customers Anywhere

Roundtable 3

3:30 pm - 4:15 pm Live Chat? Messaging? Phone? Improve Customer Service with a Channel of Choice Strategy

4:15 pm - 5:30 pm Cheers! Quarantini Time