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

Exchange Day 2

7:45 am - 8:20 am Networking Breakfast

8:20 am - 8:30 am Chaiperson’s Opening Remarks

8:30 am - 9:00 am Benchmarking Session: Driving Digital: Provide Superior Customer Service and Engagement

Carla Zuniga - Senior Vice President, Allstate Insurance Company
Ronny Haimé - VP Global Head of Service Delivery, Groupon
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Carla Zuniga

Senior Vice President
Allstate Insurance Company

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Ronny Haimé

VP Global Head of Service Delivery
Groupon

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Carla Zuniga

Senior Vice President
Allstate Insurance Company

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Ronny Haimé

VP Global Head of Service Delivery
Groupon

9:30 am - 10:00 am Business Meetings

10:00 am - 10:30 am Networking Break

10:30 am - 11:00 am Masterclass: Measuring Customer Health – Unlock Customer Insights and Metrics

10:30 am - 11:00 am Masterclass: Live Chat? Messaging? Phone? Improve Customer Service with a Channel of Choice Strategy

11:00 am - 11:30 am Business Meetings

11:30 am - 12:00 pm Business Meetings

12:00 pm - 12:30 pm Masterclass: Captive Call Center Vs. Third Party Call Center: How to Empower and Upskill Agents

12:00 pm - 12:30 pm Masterclass: Unify Social Support to Drive Customer Satisfaction

12:30 pm - 1:30 pm Networking Lunch

High Tea Focused Group Discussion

1:30 pm - 2:15 pm Emotion Analytics: Understanding Sentiment Analysis and Voice of Customer

Ryan Bradley - Vice President, Selective Insurance
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Ryan Bradley

Vice President
Selective Insurance

1:30 pm - 2:15 pm Reboot Knowledge Management: Improve your Multi-Channel Contact Center

1:30 pm - 2:15 pm The Loyalty Factor: How Contact Center Agents Build Customer Loyalty

1:30 pm - 2:15 pm Aligning Organizational Goals through Customer Journey Mapping

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Industry Insight: Improving Agent Experience - Drive Superior CX through Employee Engagement

Pete Poul-Graf - VP IT & Customer Care, Deutsche Post DHL
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Pete Poul-Graf

VP IT & Customer Care
Deutsche Post DHL

3:45 pm - 4:15 pm Project Analysis: Unified, World-Class Customer Service Operations

Pete Poul-Graf - VP IT & Customer Care, Deutsche Post DHL
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Pete Poul-Graf

VP IT & Customer Care
Deutsche Post DHL

4:15 pm - 4:45 pm Business Meetings

4:45 pm - 5:15 pm Networking Break

5:15 pm - 5:45 pm Industry Insight: From Experience to Loyalty: Shifting Your Mindset to Serving Customers Matters

Jim Tincher - Mapper-In-Chief, Heart of the Customer
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Jim Tincher

Mapper-In-Chief
Heart of the Customer

5:45 pm - 6:15 pm Benchmarking Session: Driving Customer-Focused Change Through Journey Maps

Jim Tincher - Mapper-In-Chief, Heart of the Customer
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Jim Tincher

Mapper-In-Chief
Heart of the Customer

6:15 pm - 7:15 pm Cocktail Reception