August 16 - 18, 2020 | Chicago, IL

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

Linda Westendorf - Head of Viewer Experience Operations, Hulu
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Linda Westendorf

Head of Viewer Experience Operations
Hulu

11:30 am - 12:00 pm 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

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

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Bit Rambusch

Vice President, e-Services & Knowledge Management
Dell EMC

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Robert Gofourth

VP Operations, Strategy, & Performance
BCBS North Carolina

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

Mike Parish - Customer Experience & Service Design Lead, Brinks Home Security


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Mike Parish

Customer Experience & Service Design Lead
Brinks Home Security

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
Dawn Bradney - VP Customer Support, Audit & Process Improvement, McKesson


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Dawn Bradney

VP Customer Support, Audit & Process Improvement
McKesson

Roundtable 2

5:30 pm - 6:15 pm Cop, Coach or Capability – Modernize Your Quality Program
Robert Gofourth - VP Operations, Strategy, & Performance, BCBS North Carolina


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Robert Gofourth

VP Operations, Strategy, & Performance
BCBS North Carolina

Roundtable 3

5:30 pm - 6:15 pm Finding the Right Strategic Consulting Partner - Help Guide your Organization through Digital Transformation Journey
Shane Bray - Chief Experience Officer, Willis Towers Watson


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Shane Bray

Chief Experience Officer
Willis Towers Watson

Roundtable 4

5:30 pm - 6:15 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

Roundtable 5

5:30 pm - 6:15 pm Omni-Channel Customer Support
Phyllis Shaw - Director, Global Customer Care Operations, Shutterstock
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Phyllis Shaw

Director, Global Customer Care Operations
Shutterstock

6:15 pm - 7:15 pm Cocktail Reception