March 29 - 31, 2020 | Miami, 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
img

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



12:15 pm - 12:45 pm MASTERCLASS: Make Your Agents Shine - Use Gamification, Microlearning and Real-Time Feedback to Empower and Engage



12:45 pm - 1:30 pm Networking Lunch

High Tea Focused Group Discussions

Roundtable 1

1:30 pm - 2:15 pm Improving VoC: Customer Intelligence Strategies
Noel Holmes - Sr. Director, Voice of Customer, Indeed.com
img

Noel Holmes

Sr. Director, Voice of Customer
Indeed.com

Roundtable 2

1:30 pm - 2:15 pm Empathy-First Approach: Engaging Your Employees Beyond the Customer Function


Roundtable 3

1:30 pm - 2:15 pm Rethinking CX: Reducing Customer Effort


Roundtable 4

1:30 pm - 2:15 pm Personalize Every Interaction to Drive Customer Loyalty


Roundtable 5

1:30 pm - 2:15 pm Disrupting Customer Support with Artificial Intelligence


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 INDUSTRY INSIGHT: 5 Lessons Learned from a 5-Year Transformation



4:45 pm - 5:15 pm INDUSTRY INSIGHT: Growth is Your Friend: The Path to a Great Customer Experience



5:15 pm - 6:00 pm ASK THE EXPERT PANEL: Customer Service is the New Customer Experience: Innovate, Scale, and Staff to Meet Consumers Where They Are

James Connell - Chief Ecommerce and Customer Experience Officer, Roots Canada
Wes Dudley - VP Customer Care, Ashley Furniture
Aarde Cosseboom - Head of GMS Technology & Workforce Management, Techstyle Fashion Group
img

James Connell

Chief Ecommerce and Customer Experience Officer
Roots Canada

img

Wes Dudley

VP Customer Care
Ashley Furniture

img

Aarde Cosseboom

Head of GMS Technology & Workforce Management
Techstyle Fashion Group

6:30 pm - 7:00 pm Cocktail Reception