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

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



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

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

Roundtable 4

1:30 pm - 2:15 pm Scalability in Traditional and Digital Services

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

4:45 pm - 5:15 pm Project Analysis: Unified, World-Class Customer Service Operations

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

6:30 pm - 7:30 pm Cocktail Reception