CCW Executive Exchange March

March 22 - 24, 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: Transform the Guest Experience with Human and NextGen Technologies

9:00 am - 9:30 am 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

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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Sean Mason

Head of CX Value Streams
Western Union

5:15 pm - 5:30 pm Comfort Break

5:30 pm - 6:00 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

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