Day 4: Friday, December 4th

To say that 2020 was tumultuous is an understatement. Our day-to-day’s were largely unpredictable. Being in quarantine was difficult for our mental and physical well-being. We saw organizations crumbling. We experienced obstacles and losses that were unfathomable. We witnessed our communities and country in turmoil. And many difficult conversations and choices were made.

2020 is coming to an end and we are no longer running on adrenaline and sprinting from one fire to the next.

We are taking a moment to pause (and breathe!) and reflect on how this year has challenged us, changed us, and more importantly, shaped us into more resilient and stronger women in every aspect.

In this panel join us as we discuss:

+ Personal experiences as a woman in business, a mother, a daughter, a sister, a spouse

+ Business and CX perspective

+ Tough Conversations

+ Best of 2020


Celika Caldwell

VP Experience Design


Becky Ploeger

Global Head of Reservations & Customer Care


Kelley Kurtzman

VP Global Consumer Sales & Services


Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

AI is shaping the future of the Contact Center. Join CallMiner’s Rick Britt, Vice President of Artificial Intelligence and Kirsten Stallings, Data Scientist as they overview how Interaction Analytics Research is pushing the boundaries to improve the quality of human to human interactions. Explore how leveraging the power of machine learning moves the contact center beyond scripted conversations to advanced AI solutions like anomaly detection, recommendation systems, and predictive models.


Brian LaRoche

Director of Outreach Marketing


Rick Britt

VP of Artificial Intelligence


Kirsten Stalling

Data Scientist

As a leader in the industry, Focus Services recognizes the need to properly screen bilingual candidates to ensure excellent customer experience. This session highlights how Focus Services utilizes automated assessments by Emmersion to take speed, accuracy, affordability, and scalability of language screening to the next level.


Matt Wujciak

Digital Writer & Editor
Customer Management Practice


Brody Horton

VP of Client Success


Ben Joe Markland

Focus Services

The events of 2020 had an abundantly clear impact on contact center priorities. They heightened the importance of continuity planning, accelerated the adoption of digital engagement, and established the significance of work-from-home. We, therefore, do not need to ask what the future of customer contact entails. Instead, we need to focus on how to adapt our contact centers to meet the evolved expectations of our customers, agents, and businesses.

This session, a discussion between Steve Bell of Talkdesk, Ed Poorbaugh of Sysco, and Brian Cantor of CCW Digital, will provide the answer. Our industry experts are eager to facilitate thought leadership on how contact centers can approach new initiatives for cloud migration, risk management, AI, and digital communication, while meeting increasing customer and agent demands.


Steve Bell

Sr. Director of Product Marketing


Ed Poorbaugh

Director Telephony Applications Support


Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

Anthem is on a mission to radically simplify how healthcare is delivered. The core of that is delivering an exceptional Service Experience. Anthem, in partnership with IBM, designed a responsive contact center leveraging AI and Messaging to deliver intelligent workflows, allowing agents to be more productive and customer interactions more accessible and personal. Hear first-hand how Anthem reimagined their contact center for the future -- creating smarter customer experiences that deliver improved member and provider engagement.


Atul Gupta

Vice President Member Service & Advocacy Transformation


Shobhit Varshney

Partner & North America AI Practice Lead - IBM Services