March 31 - April 02, 2019
Eden Roc Miami Beach, Florida

Exchange Day 2

8:00 am - 8:20 am Networking Breakfast

8:20 am - 8:30 am Chairperson's Opening Remark's

8:30 am - 9:00 am BENCHMARKING SESSION: The Way of Work—Creating an Omni Driven CX Organization

Montresa Mcmillan - Senior Vice President, Head of Omni Strategy North America, TD
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Montresa Mcmillan

Senior Vice President, Head of Omni Strategy North America
TD

9:00 am - 9:30 am Industry Insight: The Real World Business Results of Analyzing Customer Conversations



9:30 am - 10:00 am Business Meetings

10:00 am - 10:30 am Business Meetings

10:30 am - 11:00 am Business Meetings

11:00 am - 11:30 am Networking Break

11:30 am - 12:00 pm MASTERCLASS: Redefining Loyalty on the Path to Creating Extraordinary Customer Experiences



11:30 am - 12:00 pm MASTERCLASS: Deliver Enhanced Customer Service while Cutting Costs



12:15 pm - 12:45 pm Comfort Break

12:15 pm - 12:45 pm MASTERCLASS: Understanding Emerging Channels and CX Impacts



12:45 pm - 1:15 pm MASTERCLASS: Preparing Your Team for the Era of Customer Service Automation



12:45 pm - 1:30 pm Networking Lunch

High Tea Focused Group Discussions

1:30 pm - 2:00 pm Improving VoC: Customer Intelligence Strategies

Noel Holmes - Sr. Director, Voice of Customer, Indeed.com
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Noel Holmes

Sr. Director, Voice of Customer
Indeed.com

1:30 pm - 2:00 pm Empathy-First Approach: Engaging Your Employees Beyond the Customer Function



1:30 pm - 2:00 pm Rethinking CX: Reducing Customer Effort



1:30 pm - 2:00 pm Personalize Every Interaction to Drive Customer Loyalty



2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Business Meetings

3:45 pm - 4:15 pm Networking Break

4:15 pm - 4:45 pm PROJECT ANALYSIS: Improving Customer Experience with Artificial Intelligence

Bernard Slowey - Worldwide Supportability Leader for Digital Customer Support, Microsoft
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Bernard Slowey

Worldwide Supportability Leader for Digital Customer Support
Microsoft

4:45 pm - 5:00 pm Comfort Break

5:00 pm - 5:30 pm INDUSTRY INSIGHT: Growth is Your Friend: The Path to a Great Customer Experience



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James Connell

Chief Ecommerce and Customer Experience Officer
Roots Canada

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Wes Dudley

VP Customer Care
Ashley Furniture

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Aarde Cosseboom

Head of GMS Technology & Workforce Management
Techstyle Fashion Group

6:30 pm - 7:00 pm Cocktail Reception