Exchange Day 2

12:10 pm - 12:20 pm Welcome Orientation & Lunch

12:20 pm - 12:30 pm Chairperson's Opening Remark's

12:30 pm - 1:00 pm Benchmarking Session: A New Normal: What Customer Service Will Look Like After the Pandemic

Carla Zuniga - Senior Vice President, Allstate Insurance Company
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Carla Zuniga

Senior Vice President
Allstate Insurance Company

1:00 pm - 1:30 pm Industry Insight: Building the Case for CX Transformation

Fred Lee - CTO, Cars.com
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Fred Lee

CTO
Cars.com

1:30 pm - 2:00 pm Industry Insight: Contact Center Transformation

2:00 pm - 2:10 pm Comfort Break

2:10 pm - 2:40 pm Business Meetings

2:40 pm - 3:10 pm Business Meetings

3:15 pm - 3:30 pm Comfort Break

Interactive Group Discussions

Roundtable 1

3:30 pm - 4:15 pm Workforce Automation and the integration between customer-facing Agents and operation/escalation Teams

Roundtable 2

3:30 pm - 4:15 pm CX Beat: The Importance of Reducing Customer Effort

Roundtable 3

3:30 pm - 4:15 pm End to Customer Communication Silos With Omni-Channel Tool

4:15 pm - 4:20 pm Day Two Wrap-up