Day 1 | December 6

10:30 am - 11:00 am Check-In Opens

11:00 am - 11:30 am Exchange Orientation + Opening Remarks

11:30 am - 12:00 pm Signature Study | The Future is Now: Customer Contact Agents in a Flexible World

Nicole Kyle - Chief Analyst and Managing Director, CMP Research, Customer Management Practice

As the world of customer experience becomes increasingly flexible and complex, it's essential for CX leaders to retain and engage their agents. But what makes an agent more or less likely to succeed in new ways of working? Moreover, how can leaders shorten their teams' time to competency amid a competitive and uncertain talent market?


This can't-miss presentation from CMP Research Managing Director Nicole Kyle will examine what distinguishes high-performing hybrid contact centers and agents from the rest. She will share eye-popping insights and invaluable best practices from their latest research.


Key Takeaways:

- Retain and engage agents in the new hybrid contact center environment

- Identify the factors that contribute to agent success in new ways of working

- Shorten time to competency for new agents

- Stay up-to-date on the latest trends and best practices in the industry

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Nicole Kyle

Chief Analyst and Managing Director, CMP Research
Customer Management Practice

12:00 pm - 1:00 pm Welcome Lunch


1:00 pm - 2:30 pm Business Meetings

With technological advancements, more and more customers turn to online and mobile channels for their needs. It's increasingly crucial for BFSI leaders to offer robust support services to help customers navigate the complexities of products and services. Achieving the perfect balance between cutting-edge technology and personal interaction with human experts is crucial in building long-lasting customer relationships.


Our panel of experts will explore the benefits of blending digital channels with the empathetic and skilled support of contact centers, which can provide added value to maximize the benefits of AI and thrive in the rapidly evolving CX landscape with convenience, and efficiency.

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Seun Aiyese

Senior Vice President, Head of Member Engagement
Affinity Federal Credit Union

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Ben Tonak

Vice President, UX Director
Regions Bank

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Brooke Lynch

Principal Analyst and Deputy Divisional Director
Customer Management Practice

3:00 pm - 3:30 pm Candid Conversations | From Feedback to Foresight: Transforming Customer Experiences with Advanced Analytics

Jill Wallace - Vice President, Customer Experience and Engagement, Mastercard
Brooke Lynch - Principal Analyst and Deputy Divisional Director, Customer Management Practice

In the dynamic BFSI sector, transitioning from traditional feedback mechanisms to a comprehensive, analytics-driven approach is pivotal for customer satisfaction and business growth. But how can BFSI leaders effectively transform their customer feedback systems? What are the key strategies to identify and address customer pain points and preferences in real-time? Join us in this enlightening conversation as we explore the transformative journey of moving beyond conventional surveys. The session will focus on integrating text and speech analytics, identifying trends throughout the customer journey, and understanding customer sentiments at a deeper level.


Key Takeaways:

- Strategies for transitioning from traditional surveys to advanced analytics in customer feedback

- Techniques to identify and address customer pain points and preferences throughout their journey

- Insights into enhancing customer experience in both B2B and B2C interactions in BFSI

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Jill Wallace

Vice President, Customer Experience and Engagement
Mastercard

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Brooke Lynch

Principal Analyst and Deputy Divisional Director
Customer Management Practice

3:30 pm - 4:00 pm Brain Break

4:00 pm - 5:00 pm Business Meetings

5:00 pm - 5:45 pm Wine-O-Clock! Interactive Roundtable Discussion | Deepening Customer Relationships Through Experience-Focused Service Design

Cary Brunsman - Principal Experience Design, Method

A name change or address change isn't simply a task; they're life events that present an opportunity for banks and financial institutions to provide advice, steer customers to new products and services, and engage with their users in truly meaningful ways during moments that truly matter. Join us for a discussion on how financial services companies can increase customer engagement - and the bottom line - by creating a more cohesive experience through service design. Our conversation will dive into trends and techniques focused on understanding client needs and jobs to be done and reflect on how companies have shifted (or want to shift) from a product/task-oriented service strategy to one that's truly customer-centric.



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Cary Brunsman

Principal Experience Design
Method

6:00 pm - 8:00 pm Dinner Reception