August 18 - 20, 2019
Radisson Blu Aqua Hotel, Chicago

Agenda Day 1

10:30 am - 11:00 am Exchange Registration & Welcome Brunch

11:00 am - 11:30 am Speaker, Delegate & Solution Provider Orientation

11:30 am - 11:45 am Chairman’s Opening Remarks

11:45 am - 12:00 pm Ice Breaker Activity

12:00 pm - 12:30 pm Opening Address: One View of the Customer - Connecting the Dots on the Customer Journey

Lance Gruner - Executive Vice President, Global Customer Care, MasterCard

Lance Gruner

Executive Vice President, Global Customer Care

12:30 pm - 1:00 pm Business Meetings

1:00 pm - 1:30 pm Business Meetings

1:30 pm - 2:00 pm Master Class - Connecting With Customers at The Speed of Life

1:30 pm - 2:00 pm Masterclass - AI: Myth, Magic, or Must

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Networking Break

3:00 pm - 3:30 pm Ignite Challenge

  • Bring Life to Incomplete Interactions

Did you know that 75% of customers now demand a consistent experience across channels? A personalized and consistent experience gets remembered. In a world of great products, great service is much rarer. In this session we’ll discuss how to seamlessly transition your customers from digital channels including web, mobile and chat to the voice channel providing a consistent experience.

Chad Hendren, VP and GM, CX Solutions, VHT

  • Ending Identity Interrogation in the Call Center.
This short session will cover the rise of knowledge-based authentication, the reasons it no longer works, and the options call centers have to replace identity interrogation with new technologies.
Lance Hood, Chief Marketing Officer, TrustID
  • Continuous Learning for Customer Experience Teams

Join Julie Cardwell, Training and Quality Manager for Pacific Gas & Electric, as she discusses how her team has taken the initial steps to develop a continuous learning culture within their contact centers. In this conversation, Julie will:
  1. Provide an in-depth overview of PG&E's efforts to train up its contact centers on new IVR functionality
  2. Talk through how they utilized Practice, a video-based coaching solution, to accomplish this training
  3. And, the positive impacts of this program in mitigating anxieties and fears about IVR itself
Greg Newman, Director of Sales, Practice
Julie Cardwell, Training and Quality Manager, Pacific Gas & Electric

3:30 pm - 4:00 pm Tech Talk: Scaling Customer Centricity

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Fireside Chat: Using CX Analytics to Identify Root Cause of Customer Friction Points

5:00 pm - 5:30 pm Master Class - The Exception Center: Maximizing Customer Realized Value with Digitally-Enabled Customer Service

5:45 pm - 6:15 pm Case Study: The Need for Speed - Why ADT Made Speed of Service Their Top Priority

Lynn Costlow - Senior Vice President, Customer Care, ADT

Lynn Costlow

Senior Vice President, Customer Care

6:15 pm - 6:45 pm Closing Address: Transform the Guest Experience with Innovative Strategies to Drive Customer Engagement

Sherif Mityas - Chief Strategy Officer & Chief Information Officer, TGI Fridays

Sherif Mityas

Chief Strategy Officer & Chief Information Officer
TGI Fridays

6:00 pm - 6:30 pm Cocktail & Dinner Reception