Exchange Day 1

10:00 am - 10:30 am Exchange Registration

10:30 am - 10:40 am Welcome Orientation

10:40 am - 10:50 am Chairperson’s Opening Remarks

10:50 am - 11:00 am Ice Breaker Activity

11:00 am - 11:30 am Benchmarking session: Driving Growth and Value through Differentiated Customer Experience

11:30 am - 12:00 pm Project Analysis: Manage Complex Vendor Operations to Build a Culture of Efficiency

12:00 pm - 12:45 pm Networking Brunch

12:45 pm - 1:15 pm Masterclass: The Power of Digital Customer Service: Learnings from 100 Million (and growing) Bot Interactions

12:45 pm - 1:15 pm Masterclass: How Relativity Evolved their Support Experience with AI

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

3:45 pm - 4:15 pm Business Meetings

4:15 pm - 4:45 pm Business Meetings

4:45 pm - 5:15 pm Industry Insight: Integrating Bots and Brains to Transform the Customer Experience

5:15 pm - 5:30 pm Comfort Break

Wine-O- Clock Focused Group Discussion

Roundtable 1

5:30 pm - 6:15 pm Turn Feedback into Actions with Analytics

Roundtable 2

5:30 pm - 6:15 pm Cop, Coach or Capability – Modernize Your Quality Program


Roundtable 3

5:30 pm - 6:15 pm Finding the Right Strategic Consulting Partner - Help Guide your Organization through Digital Transformation Journey


Roundtable 4

5:30 pm - 6:15 pm Pathway to customer-centric Support Model and Strategy

Roundtable 5

5:30 pm - 6:15 pm Omni-Channel Customer Support

6:15 pm - 7:15 pm Cocktail Reception