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

Agenda Day 2

7:30 am - 8:00 am Networking Breakfast

8:00 am - 8:15 am Chairman’s Opening Remarks

8:15 am - 8:45 am Welcome and Industry Overview

8:45 am - 9:15 am Opening Address: Indeed’s Mission of Customer Centricity

Michele Watson - SVP Client Success,

Michele Watson

SVP Client Success

9:15 am - 9:45 am Industry Insight: Getting a Seat at the Digital Transformation Table

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Networking Break

10:45 am - 11:15 am Master Class - Marketing and Customer Service – A “Powerhouse” Together

10:45 am - 11:15 am Master Class - Keeping up with Consumer Trends. The Cloud can Help Tame Today, Frame Tomorrow

11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm Business Meetings

12:15 pm - 12:45 pm Case Study: Turn Upset Customers Around with a Guest Recovery Solution to Increase Customer Loyalty

Rachelle Dever - Brand & Guest Experience Director, InterContinental Hotels Group (IHG®)

Rachelle Dever

Brand & Guest Experience Director
InterContinental Hotels Group (IHG®)

12:15 pm - 12:45 pm Case Study: Balancing a Human Touch with Automated Support

Nate Rosenthal - Head of Global Customer Success and Operations, Square

Nate Rosenthal

Head of Global Customer Success and Operations

12:45 pm - 1:45 pm Networking Lunch

1:45 pm - 2:15 pm Case Study: If Customers Are So Satisfied, Why Aren’t They Happy?

Lisa Oswald - Senior Vice President, Global Customer Service, Travelzoo

Lisa Oswald

Senior Vice President, Global Customer Service

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 4:00 pm Interactive Roundtable Discussion

  • Customer Service Innovation Lab: Partnering to Identify and Implement the Best Technology and Practices to Impact Customer Satisfaction and Loyalty
Jacob Bailon, Business Engineer Lead, Datamark

  • Measurable Employee Engagement Techniques that Enhance the Customer Experience 

Bill Gartland, Vice President, DailyPay

  • How a Shift in Mindset is Impacting Customer Care in the Modern Workforce

Doug DeBolt, Senior Vice President, Liveops
Jen Hanel, Director Business Development, Liveops

  • Transitioning from a Contact Center to an Insight Center

Matt Dixon, Chief Product and Research Officer, Tethr and Author of "The Effortless Experience"

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Networking Break

5:00 pm - 5:30 pm Industry Insight: Improve Customer Care and Increase Your Bottom Line with AI

5:30 pm - 6:00 pm Tech Talk: Driving Performance

6:00 pm - 6:30 pm Closing Address: Allstate’s ‘Digital Colleague’ - A Blend of Human Intelligence and Problem Solving with Technology

Carla Zuniga - Senior Vice President, Allstate Insurance Company

Carla Zuniga

Senior Vice President
Allstate Insurance Company

6:00 pm - 6:30 pm Cocktail Reception