Day 3 | Friday, February 21

7:50 am - 8:20 am Networking Breakfast

8:20 am - 8:30 am Chairpersonโ€™s Opening Remarks

8:30 am - 9:00 am KEYNOTE | Scaling Smart: How to Take Your Tech to the Next Level

Shannon Burch - Vice President Experience, Neo Financial

Okay, your company has โ€œdigitally transformedโ€ โ€“ now what? Implementing technologies is no longer enough to lead the competition โ€” scaling and staying on top of the latest niche tech is critical to outpacing competitors. Shannon Burch, Vice President of Experience at Neo Financial, will share insights on how to move beyond โ€œplug-and-playโ€ approaches and, instead, how to thoughtfully design, integrate, and scale technology solutions.

Key Takeaways:

  • Strategic Scaling: Learn how to design, integrate, and scale emerging technologies beyond baseline implementation.
  • Intelligent Automation: Discover strategies to leverage automation for streamlining routine tasks, freeing up resources for high-value human interactions.
  • Balancing Innovation & Cost: Gain practical insights on managing the cost and oversight challenges of scaling AI and other emerging tech effectively across your organization.
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Shannon Burch

Vice President Experience
Neo Financial

9:00 am - 9:30 am EXPERT INSIGHT | Beyond the Technical: Bring the Service Vision to Life with Your Employees

Andrea Ramirez - Construction Customer Care Director, Toll Brothers

Setting clear service standards and behaviors is essential for translating your service vision into reality for frontline teams. Implementing a continuous and engaging learning program will help ensure everyone understands and integrates these standards across the organization. Additionally, commit to cultivating an empathetic, diverse, and inclusive workplace, leading to exceptional customer experiences. Join Andrea to explore effective practices that foster a high-performance culture, enhance leadership capabilities, and boost employee engagement. 

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Andrea Ramirez

Construction Customer Care Director
Toll Brothers

9:30 am - 10:00 am Case Study: Bridging the Gaps โ€“ Implementing Role-Based Solutions for a Unified Contact Center

Kim Cochran - Vice President Contact Center Sales & Customer Care Operations, Brightspeed
Syam Suri - Vice President Information Technology, Brightspeed

Transforming a contact center requires more than just the latest and greatest tech solutionsโ€”it is built on a foundational strategic approach to cross-functional collaboration. In this case study, Kim Cochran, VP of CX, and Syam Suri, VP of IT, at Brightspeed, share insights on how to implement role-based solutions, navigate the complexities of managing multiple systems, and develop a multi-year integration strategy.

Theyโ€™ll explore how their organization balanced self-service and human interaction to meet diverse customer needs while strengthening partnerships across the organization. From proactive communication to data-driven approaches, the team leveraged customer insights to drive smarter decision-making and enhance the end-to-end customer journey. Join this session to gain practical takeaways on overcoming internal silos, aligning teams, and future-proofing contact center operations.

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Kim Cochran

Vice President Contact Center Sales & Customer Care Operations
Brightspeed

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Syam Suri

Vice President Information Technology
Brightspeed

10:00 am - 11:00 am Business Meetings

11:00 am - 11:30 am Networking Break


11:30 am - 12:00 pm Deep Dive Discussion with CCW Digital | The Agent of the Future

Brian Cantor - Managaing Director, Digital, Customer Management Practice

Contact center leaders have been discussing the agent of the future for the past decade. As we continue to implement new technologies and strategies to optimize efficiency, it seems obvious that agents would begin to take on more complex work. However, after countless discussions, so many organizations are still not preparing their agents to do more.


Drawing on the latest research into training and development priorities, CCW Digital will reveal the qualities and capabilities that will define the agent of the future. This session is set to demystify the journey toward a more dynamic and effective frontline, offering insights into the real-world evolution of the agent experience.

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Brian Cantor

Managaing Director, Digital
Customer Management Practice

12:00 pm - 12:00 pm Exchange Concludes