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

Exchange Day 1

9:30 am - 10:00 am Exchange Registration

10:00 am - 10:10 am Welcome Orientation

10:10 am - 10:20 am Chairperson’s Opening Remarks

10:20 am - 10:30 am Ice Breaker Activity

10:30 am - 11:00 am Benchmarking session: Beyond the Contact Center — Driving Customer Engagement through Omnichannel Optimization

David Wilson - Head of Global Vendor Operations, US &Canada, Uber
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David Wilson

Head of Global Vendor Operations, US &Canada
Uber

11:00 am - 11:30 am Project Analysis: Manage Complex Vendor Operations to Build a Culture of Efficiency

David Wilson - Head of Global Vendor Operations, US &Canada, Uber
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David Wilson

Head of Global Vendor Operations, US &Canada
Uber

11:30 am - 12:15 pm Networking Brunch

12:15 pm - 12:45 pm Masterclass: Keeping up with Consumer and Agent Trends

12:45 pm - 1:15 pm Masterclass: Optimize Customer Experience with Workforce Management

12:15 pm - 12:45 pm Masterclass: Preparing Your Team for the Era of Customer Service Automation

12:45 pm - 1:15 pm Masterclass: CX Beat - The Importance of Reducing Customer Effort

1:15 pm - 1:45 pm Business Meetings

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Networking Break

4:00 pm - 4:30 pm Business Meetings

3:15 pm - 3:45 pm Industry Insight: Creating Stronger Authentication Outcomes

Bit Rambusch - Vice President, e-Services & Knowledge Management, Dell EMC
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Bit Rambusch

Vice President, e-Services & Knowledge Management
Dell EMC

3:45 pm - 4:15 pm Project Analysis: Driving Enterprise Wide Customer Centric Digital Transformation

Bit Rambusch - Vice President, e-Services & Knowledge Management, Dell EMC
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Bit Rambusch

Vice President, e-Services & Knowledge Management
Dell EMC

4:15 pm - 4:45 pm Business Meetings

4:45 pm - 5:15 pm Business Meetings

5:15 pm - 5:30 pm Comfort Break

Wine-O- Clock Focused Group Discussion

6:30 pm - 7:15 pm Pathway to customer-centric Support Model and Strategy

Melinda Keith - Senior Director, Customer Support, Hunter Douglas
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Melinda Keith

Senior Director, Customer Support
Hunter Douglas

6:30 pm - 7:15 pm Conversational AI: Realities of AI and Virtual Assistant Development and Implementation

Anil Ravula - Staff VP, Head of Contact Center Product Tower, Anthem
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Anil Ravula

Staff VP, Head of Contact Center Product Tower
Anthem

6:30 pm - 7:15 pm The Business Value of CX and The Correlation to EX

6:30 pm - 7:15 pm Reinventing Call Centers: The Next Era of Mobile Messaging

6:15 pm - 7:15 pm Cocktail & Dinner Reception