Day 1: Tuesday, March 23rd

12:10 pm - 12:45 pm INTERACTIVE ROUNDTABLE DISCUSSION: The Evolving Contact Center - Leveraging Additional Channels to Enhance the Customer Experience

Customers use, on average, 3-5 channels to communicate with a company for customer service inquiries. When you take a look at your customer engagement model, you want to be able to provide great service on any channel that the customer elects to contact you on while ensuring quality interactions and keeping an eye on operational costs. During this session, we will discuss the Omnichannel experience and how you can easily add additional support channels into your organization. We will also talk about best practices in adding channels into your customer support organization from planning, to launch, to operationalizing after launch and measuring the effectiveness.

12:45 pm - 12:55 pm Virtual Lobby Opens & Welcome Orientation

12:55 pm - 1:00 pm Chairperson's Opening Remarks

1:00 pm - 1:25 pm BENCHMARKING SESSION: How the Power of RPA Grows Efficiency and Satisfaction

Colin Crowley - VP, Customer Experience, Freshly

By pairing robotics with human-centered design, RPA can streamline underlying processes and reduce friction to create a sense of seamlessness for customers. In this session, hear how Colin’s team has leveraged AI to streamline both the customer experience and create back office efficiency to improve their experience as employees.


Colin Crowley

VP, Customer Experience

1:25 pm - 1:30 pm Live Q&A

1:30 pm - 1:55 pm INTERACTIVE PANEL: Build, Retain and Empower the Ultimate Workforce in 2021

James Walterick - VP, Call Center and Support Operations, Arthur J. Gallagher Insurance

The employment landscape has changed dramatically in the past year, from cutting or adding head count to recruitment and onboarding across a dispersed workforce. Organizational culture remains one of the most important differentiators in the new normal. While there exists a playbook to manage core business issues, the global pandemic forced us to rethink processes including recruitment, hiring, onboarding, and integrating new and existing team members into a cohesive culture. In this session, learn some of James’ key lessons learned in 2020, discuss how to empower employees with the opportunity for agility and creativity, and explore how to maximize productivity while preserving culture.


James Walterick

VP, Call Center and Support Operations
Arthur J. Gallagher Insurance

1:55 pm - 2:00 pm Live Q&A

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 2:35 pm Transition Break

2:35 pm - 3:05 pm Business Meetings

3:05 pm - 3:35 pm INTERACTIVE ROUNDTABLE DISCUSSION: The Future of CX is Conversational: How to Merge Man and Machine

Have you considered integrating conversational AI into your engagement strategy? How can conversational AI support agents and customers alike?

3:35 pm - 3:35 pm Day One Wrap-Up