August 16 - 18, 2020 | Chicago, IL

Exchange Day 2

8:00 am - 8:20 am Networking Breakfast

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

8:30 am - 9:00 am Fireside Chat: Global Customer Service Transformation Playbook

Carla Zuniga - Senior Vice President, Allstate Insurance Company
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Carla Zuniga

Senior Vice President
Allstate Insurance Company

9:00 am - 9:30 am Industry Insight: TTEC + McKesson Talk Cloud Migration and Customer Centricity

Chet Hilton - Global VP, Customer Engagement Technology leader, McKesson Corporation


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Chet Hilton

Global VP, Customer Engagement Technology leader
McKesson Corporation

9:30 am - 10:00 am Business Meetings

10:00 am - 10:30 am Business Meetings

10:30 am - 11:00 am Networking Break

11:00 am - 11:30 am Business Meetings

11:30 am - 12:00 pm Masterclass: Building Harmony Between Agents & Chatbots



11:30 am - 12:00 pm Masterclass: Make Your Agents Shine - Use Gamification, Microlearning and Real-Time Feedback to Empower and Engage



12:00 pm - 12:30 pm Masterclass: Keeping up with Consumer and Agent Trends



12:00 pm - 12:30 pm Masterclass: Start a digital dialogue: "Surprise and Delight" Re-imagined



12:30 pm - 1:30 pm Networking Lunch

High Tea Focused Group Discussion

Roundtable 1

1:30 pm - 2:15 pm The Future of Workforce Planning


Roundtable 2

1:30 pm - 2:15 pm Create a Team of Trained and Culturally Diverse Quality Agents on Your Frontline
Alisa Mann - Chief Customer Officer, Las Vegas Valley Water District


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Alisa Mann

Chief Customer Officer
Las Vegas Valley Water District

Roundtable 3

1:30 pm - 2:15 pm Happier Customers Through Less Calls - How to Increase Customer Satisfaction & Call Center Efficiency At The Same Time
Linda Westendorf - Head of Viewer Experience Operations, Hulu


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Linda Westendorf

Head of Viewer Experience Operations
Hulu

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Jennifer Wang

Head of Strategic Operations
TechStyle Fashion Group

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Becca de Schepper

Head of Digital Services
TechStyle Fashion Group

Roundtable 5

1:30 pm - 2:15 pm Build vs. Buy: Conversational AI Strategy


2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Business Meetings

3:45 pm - 4:15 pm Networking Break

4:15 pm - 4:45 pm Project Analysis: A Journey through Digital Transformation – Win, Engage and Retain Customers

Deana Perrin - Global Head of Strategic Initiatives, Groupon
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Deana Perrin

Global Head of Strategic Initiatives
Groupon

4:45 pm - 5:15 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

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Rose Sheldon

Director of Enterprise Learning
Allstate

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Magali Axson

VP of Client Services for the Participant Service Center
ADP

5:15 pm - 6:30 pm Comfort Break

5:30 pm - 6:00 pm Industry Insight: Growth is Your Friend: The Path to a Great Customer Experience



6:00 pm - 6:30 pm Benchmarking Session: Offering a Consistent, Unified Veteran Experience

Lynda Davis - Chief Veterans Experience Officer, U.S. Department of Veterans Affairs
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Lynda Davis

Chief Veterans Experience Officer
U.S. Department of Veterans Affairs

6:30 pm - 7:30 pm Cocktail Reception