Exchange Day 1

10:00 am - 10:30 am Exchange Registration

10:30 am - 10:40 am Welcome Orientation

10:40 am - 10:50 am Chairperson’s Opening Remarks

10:50 am - 11:00 am Ice Breaker Activity

11:00 am - 11:30 am BENCHMARKING SESSION: The Power of 3- Customers, Employees and Shareholders

Libba Sapitsky - Head of Customer Service and Operations, CVS Health
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Libba Sapitsky

Head of Customer Service and Operations
CVS Health

11:30 am - 12:00 pm PROJECT ANALYSIS: Employee Engagement & Patient Experience: How the Engaged Employee Improves Patient Experience

Michael Renfrow - Chief, Patient Experience Consultation, U.S. Department of Veterans Affairs
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Michael Renfrow

Chief, Patient Experience Consultation
U.S. Department of Veterans Affairs

12:00 pm - 12:45 pm Networking Brunch

12:45 pm - 1:15 pm Masterclass: Attaining the True Value of Knowledge Management: Real World Case Studies Driving Big Changes

1:15 pm - 1:45 pm Masterclass: Live Chat? Messaging? Phone? Improve Customer Service with a Channel of Choice Strategy



12:45 pm - 1:15 pm Masterclass: Conversational AI: Realities of AI and Virtual Assistant Development and Implementation

1:15 pm - 1:45 pm Masterclass: Redefining CX - 3 Trends You Should Be Following



1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Networking Break

3:45 pm - 4:15 pm Industry Insight: ECommerce Team Built for Success

4:15 pm - 4:45 pm Power Panel: Empowering Customers to Self-Solve



4:45 pm - 5:15 pm Business Meetings

5:15 pm - 5:45 pm Business Meetings

5:45 pm - 6:00 pm Comfort Break

Wine-O- Clock Group Discussions

Roundtable 1

6:00 pm - 6:45 pm Artificial Intelligence and Chatbots
Rami Sarabi - Sr. Director, Global Customer Service, Tarte Cosmetics


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Rami Sarabi

Sr. Director, Global Customer Service
Tarte Cosmetics

Roundtable 2

6:00 pm - 6:45 pm How to Personalize Customer Self-Service with Deep Learning


Roundtable 3

6:00 pm - 6:45 pm How Knowledge Management Powers Great Chatbots?


Roundtable 4

6:00 pm - 6:45 pm Workforce Optimization

6:45 pm - 8:00 pm Cocktail & Dinner Reception