Exchange Day 2

7:30 am - 8:15 am Executive Only Breakfast Briefing - Designing the Customer-Centric Contact Center

Your contact center is at the center of delivering a customer experience that provides a sustainable competitive differentiation. The competition is tough, and your customers have more choices than ever before. The bottom line is, the post call survey is no longer enough. Join us to hear how you can use customer data, gathered from countless sources - voice, social, chat, email, your frontline employees, and more - to help ensure your customers are happy and your employees are engaged.  

8:15 am - 8:30 am Chairperson's Opening Remark's

8:30 am - 9:00 am Benchmarking Session: Discover Your Company’s Killer Feature Which Changes Everything

Robert Hackl - SVP of Headset Leasing and Insurance, Sprint
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Robert Hackl

SVP of Headset Leasing and Insurance
Sprint

9:00 am - 9:30 am Industry Insight: Topic Being Finalized



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: Emotion Analytics: Understanding Sentiment Analysis and Voice of Customer



12:00 pm - 12:30 pm Masterclass: Re-Imagine Gamification to Uplift Employee Engagement

11:30 am - 12:00 pm Masterclass: Reboot Knowledge Management: Improve your Multi-Channel Contact Center

12:00 pm - 12:30 pm Masterclass: CX Beat: The Importance of Reducing Customer Effort



12:30 pm - 1:30 pm Networking Lunch

Afternoon Tea Group Discussions

Roundtable 1

1:30 pm - 2:15 pm Workforce Automation and the integration between customer-facing Agents and operation/escalation Teams


Roundtable 2

1:30 pm - 2:15 pm Agent Coaching/ eLearning/ Gamification

Roundtable 3

1:30 pm - 2:15 pm Is your Virtual Assistant really intelligent?


Roundtable 4

1:30 pm - 2:15 pm Visibility into Customer Information across all Contact and Touch Points

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

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Karen Mitchell

Sr. Director - Service Enablement Global Sales & Customer Care
Marriott International

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Ian Schmehl

Vice President – Sales, Service and Digital Operations
AT&T

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Kevin Danko

Director, Customer Engagement Center
Electrolux

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Roman Geyzer

Senior Director of Product Strategy
Northwestern Mutual

5:15 pm - 5:30 pm Comfort Break

5:30 pm - 6:00 pm Fierce and Female Panel - Moving Corporate Boundaries: Lessons from the Women Who Built a Culture of Innovation

Alice Sesay Pope - SVP, Global Contact Centers, Visa


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Alice Sesay Pope

SVP, Global Contact Centers
Visa

6:00 pm - 6:30 pm BENCHMARKING SESSION: Emotional Quotient: What Sticks in the Minds of Customers?

Julio Badin - Senior Vice President Customer Experience, Dallas Fort Worth International Airport
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Julio Badin

Senior Vice President Customer Experience
Dallas Fort Worth International Airport

6:30 pm - 7:00 pm Cocktail and Dinner Reception