Day 2: Thursday, April 15th

12:15 pm - 12:25 pm Virtual Lobby Opens & Welcome Orientation

12:25 pm - 12:30 pm Chairperson’s Opening Remarks

12:30 pm - 12:55 pm Fireside Chat: How to Elevate Empathy and Humanize AI-Powered Interactions

Mary Poppen - Chief Customer Officer, LinkedIn

The operational context of the contact center has drastically shifted. Agents no longer have real-time human support from peers or leaders to successfully serve customers. Contact center leaders were forced to quickly understand the evolved needs of their frontline employees in the new virtual environment and support them in a meaningful way. In this fireside chat, Mary will share strategies that worked for her leaders to provide assistance, emotive tools, and the real-time support required for agents to serve customers.


Mary Poppen

Chief Customer Officer

12:55 pm - 1:00 pm Live Q&A

1:00 pm - 1:25 pm Industry Insight: Lessons in Bridging Silos to Strengthen Channel Strategy

One of the biggest barriers to an effective, omnichannel operation is organizational siloes. Even if a division of an organization achieves omnichannel, without collaboration across the various business units, the customer journey will still remain as siloed as the organization. In this session, learn the tips and tricks of breaking down organizational siloes for a more holistic, end-to-end experience.

1:25 pm - 1:30 pm Live Q&A

1:30 pm - 1:40 pm Ignite Session: How to Align Business Strategy and Customer Insights to Streamline Experiences

Chris Helzerman - Vice President, Performance Improvement, Kaiser Permanente

CX should be a continuous improvement engine enterprise-wide. Your customer should be listened to, you should be able to take that data you receive and strategize what to improve, design that experience, roll it out and then measure it’s effectiveness. In this quick Ignite session, Chris will dives into what strategies are in your future roadmap for

improving CX.


Chris Helzerman

Vice President, Performance Improvement
Kaiser Permanente

1:40 pm - 1:50 pm Ignite Session: The Intersection Between Quality, Culture and the Patient Experience

Tanesha Daniels - Chief Experience Officer, Loretto Hospital

As the CXO, Tanesha's primary role is to help advance Loretto’s core values and mission of providing quality patient-centered care while promoting wellness and education to the community. In this quick Ignite session, Tanesha will share how she trained leaders and team members on safety and quality issues and centralized patient registration and trained registration clerks in customer service.


Tanesha Daniels

Chief Experience Officer
Loretto Hospital

1:50 pm - 2:00 pm Comfort Break

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 2:35 pm Transition Break

2:35 pm - 3:05 pm Business Meetings

3:05 pm - 3:15 pm Comfort Break

Interactive Roundtable Discussions

Roundtable 1

3:15 pm - 3:45 pm How to Add Social Media Customer Care into Existing Channel Strategy

·        What are the operational and integration considerations when adding social as a care channel?

·        What are the partnerships required across an organization for social care to be successful?

Roundtable 2

3:15 pm - 3:45 pm How to Ensure Data Security and Compliance in the New WFH Era

·        Based on your industry, what are the key security and compliance considerations associated with WFH?

·        What are the industry-wide best practices when it comes to data security in the current environment?

3:45 pm - 3:45 pm Exchange Concludes