Exchange Day 2

7:30 am - 8:15 am 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: 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

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 Voice of the Customer

Roundtable 2

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

Roundtable 3

1:30 pm - 2:15 pm Self Service/ Live Chat

Roundtable 4

1:30 pm - 2:15 pm Data Analytics/ Actionable Insights

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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Steven Zannos

Sr Director Service Delivery
Electro Lux

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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
Magali Axson - VP of Client Services for the Participant Service Center, ADP


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Alice Sesay Pope

SVP, Global Contact Centers
Visa

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Magali Axson

VP of Client Services for the Participant Service Center
ADP

6:00 pm - 6:30 pm 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

6:30 pm - 7:00 pm Cocktail Reception