March 29 - 31, 2020 | Miami, Florida

Exchange Day 3

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8:15 am - 8:50 am Networking Breakfast

8:50 am - 9:00 am Chairperson’s Opening Remarks

9:00 am - 9:30 am BENCHMARKING SESSION: The New Talent Landscape--Liquid Workforce to Deliver a Superior Customer Experience

Dilip Ratnam - VP, Customer Experience, Upwork

Dilip Ratnam

VP, Customer Experience
Upwork

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9:30 am - 10:00 am PROJECT ANALYSIS: CX+EX: Aligning Business Objectives with Agent Performance

Brett Frazer - Head of Customer Service, Sunbasket
Kevin Peterson - Head of People Operations, Sunbasket

Brett Frazer

Head of Customer Service
Sunbasket

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Kevin Peterson

Head of People Operations
Sunbasket

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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 PROJECT ANALYSIS: From Empathy to Caring: Using Data Insights to Understand, Enhance, and Optimize Customer and Employee Experiences

Shannon Adams - Head of Customer and Employee Experience, Cigna-Health Spring

Shannon Adams

Head of Customer and Employee Experience
Cigna-Health Spring

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12:00 pm - 12:30 pm BENCHMARKING SESSION: Ensure Success – Create a Culture of Engagement

12:30 pm - 12:35 pm Exchange Concludes

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