Interactive & Highly Collaborative Content

Download 2019 Brochure

For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at Matthew.McSweegan@frost.com


Jump to: [Sunday, 10/27/19] | [Monday, 10/28/19] | [Tuesday, 10/29/19] | [Wednesday, 10/30/19]

SATURDAY, OCTOBER 26, 2019 | ARRIVAL DAY


7:00 PM


Suggested Arrival Time
Arrive Saturday to participate in Sunday’s Wine Tour & Tasting.


Jump to: [Saturday, 10/26/19] | [Monday, 10/28/19] | [Tuesday, 10/29/19] | [Wednesday, 10/30/19]

SUNDAY, OCTOBER 27, 2019 | NETWORKING DAY

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.
*Please note Networking Day is open to all event participants and sponsors.

10:00 AM


Wine Tour & Tasting
Napa and Sonoma are not the only two areas of California that can produce some amazing wine. Kick off Customer Contact West by joining your peers on a very chill wine tour & tasting around Southern California. We’ll learn about different types of wine and get a chance to pair flavorful bites with delicate, fresh wines and bold barrel-aged blends. Build relationships and cap off this networking activity with a gourmet lunch fit for the VIP you are! Sign up today as space is limited.

Hosted by:

3:00 PM


Customer Engagement Leadership Council Mixer and Annual Meeting

Members of the Council discuss and debate the challenges and opportunities that they face, and agree upon key Critical Issues. These Critical Issues will then be put forth to the membership at large for a vote on the most relevant areas of interest. The top Critical Issues then serve as the foundation for the content of both the Council’s live events, virtual events, and curated thought leadership throughout 2020.

*Please note participation is restricted to Council Members only.

3:15 PM


Sponsor Workshop

4:45 PM


Sponsor Registration & Orientation Reception

6:00 PM


Speaker & Thought Leader Orientation

6:45 PM


Participant Meet ‘n’ Greet
This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

7:30 PM


Welcome Networking Reception & Event Kickoff
Meet your fellow peers and colleagues as we engage in an ice breaker over cocktails to get the conversations started and set you up for an event whose foundation is built on collaboration.

Hosted By:

Jump to: [Saturday, 10/26/19] | [Sunday, 10/27/19] | [Tuesday, 10/29/19] | [Wednesday, 10/30/19]

MONDAY, OCTOBER 28, 2019 | GENERAL SESSION, EXHIBITION

7:30 AM


Registration, Continental Breakfast, and Exhibition

Registration Items Hosted By:
 

Featured Demonstration Hosted By:


8:15 AM


WELCOME and KEYNOTE – Leadership for the Digital Future

Gary Magenta, Senior Vice President, Customer Experience, Root

Learn More

The only constant in today’s workplace is change, and much of what’s required to evolve means new tools and technology, as well as adopting the mindset of a disruptor. All change is hard – that’s human nature – and it rarely sticks. But leaders have a unique responsibility to help their people embrace it. Successful change means breaking free from traditional employee communication and engagement approaches. It means breaking free from the one viewpoint you’re comfortable with and getting used to thinking about things holistically. Businesses need to think like customers – and leaders need to consider things from the frontline perspective. The time for changing our behaviors, and our mindsets, is here. Leaders must tell their people a story, paint them a picture that shows where the company is headed and how each person helps make that happen.

Key Take-Aways:

  • Guide to the “why” behind change in order to help people develop a change mindset that resonates both emotionally and intellectually
  • Best practices for engaging people in translating change from a concept to reality through successful storytelling
  • Strategies and tactics for getting clear on your desired change including understanding common organizational “canyons” that cause disconnects at the leader, manager and individual contributor levels; building an organizational movement around that change; and sustaining it for long-term results

9:10 AM


Navigating the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange

9:20 AM


BEST PRACTICE – Building Out Your Tool Set

Nate Brown, Head of Customer Experience, UL EHS

Learn More

The role of the contact center agent is harder today than it has ever been. Transactional volume has declined drastically, leaving those tricky tickets which require a vast array of skills. The solution for many centers has been the implementation of new technologies to supplement the abilities of the agent and to try and make their lives easier. Sadly, as has been the case with the majority of digital transformation projects, many of these tools have failed to bring the desired results. How can we ensure that the technology we bring into our organizations will help rather than hinder?

Key Take-Aways:

  • Transparent guide into the agent impact of new technology implementations, the good and the bad
  • Framework to strategically identify a gap in the contact center toolset
  • Best practices for adopting a holistic mindset to ensure the tools of the contact center fit into the larger organization for optimal exchange of knowledge and an enhanced customer experience

9:50 AM


Networking, Refreshment and Exhibition Break

Featured Demonstration Hosted By:

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Boardroom
Zone 2. Analytics in Action
Zone 3. Agents, Automation, and AI
Zone 4. Efficiency and Effectiveness in the Contact Center
Zone 5. The Integrated Customer Journey
Zone 6. Enhancing the Customer Experience

10:20 AM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Case Histories

Case Histories explore a specific use case and include informal conversations that draw up on the experience and expertise of the featured executive and participants.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:

Zone 1. Strategic Boardroom:  Gaining Top Down Support for the Digital Future of Customer Care

Gary Magenta, Senior Vice President, Customer Experience, Root

Learn More

This dynamic workshop allows everyone in the room to start thinking and talking about what companies need to do to survive and thrive in the future. Using guided dialogue and visualization, and imagining themselves as customer experience radicals, the audience works in small groups to take a hard look at their current state and the future they could create through that lens.

Key Take-Aways:

  • Insight on changing consumer expectations, technology, and competitive trends and what they mean for the future of business
  • Opportunities to radicalize customer experiences in your own industry and the potential barriers to change
  • Guide to the changing customer experience trends could have on your customers and your industry
  • Potential outcomes of leading the way or reacting to changes made by your competitors

Zone 2.  Case History: Employee Experience – Leveraging Data to Drive Down Employee Effort

Facilitator:
Neil Crane, Vice President, IT and Product, Cicero

Learn More

Employee Effort has an impact of cost and the customer experience. The ability to quantify that cost of impact helps drive a business case for change. Come learn how forward-thinking practitioners are using new data points, tools and techniques to cast new light on existing KPIs.

Key Take-Aways:

  • Insight on the metrics that matter – where are the gaps in traditional measures as they effect employee effort and experience
  • Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority
  • Blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer

Zone 3. Case History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and Productivity

Learn More

Despite years of technology investments, employee needs have been forgotten. They too, want simple, automated, intuitive, guided experiences – the same experiences you are looking to provide your customers through investments made in self service capabilities. Instead, live agents struggle to provide exemplary customer service given the complexity of their business processes and supporting application stack. Join us for an interactive session to unpack how to solve the “Forgotten Agent” problem by combining best in class Attended RPA, real time guidance and industry leading AI together in a one of a kind virtual assistant for employees.

Key Take-Aways:

  • Best practices for elevating and automating a legacy ridden customer service desktop
  • Insight on how robots and agents working side by side to deliver superior customer experiences
  • Guide to harnessing increased agent productivity with instant access to the right information and processes
  • Tips on how to create shorter handle times through automation implemented during and after customer interactions

Zone 4. Case History: Global BPO Pricing Trends and Models

Facilitator:
Corey Kotlarz, Chief Executive Officer, Outsource Consultants

Learn More

Are you battling growing call center expenses? You’re not alone. Low US unemployment rates are causing a ripple effect on BPO costs worldwide and complicating the market. Discover the reasons behind this trend and learn how to find a BPO partner that saves money without sacrificing service.

Key Take-Aways:

  • Guide to how unemployment rates in the US and Canada are impacting call center agent costs both domestically and abroad
  • Insights on evaluating market maturity in foreign call center industries and the corresponding effect on pricing
  • Key concepts to selecting a nearshore or offshore outsource call center or BPO partner that will provide the best value for the cost

Zone 5. Case History: Integrating Mobile App Support in the Customer Journey

Learn More

When it comes to supporting  your customers in the digital age, mobile customer service should not be an afterthought. Today’s customers are on-the-go, and they expect customer service that is quick, convenient and effortless. The best way to deliver on these expectations is by providing messaging right within your brand’s mobile app.

Key Take-Aways:

  • Blueprint for getting started with in-app messaging, and optimizing for the best customer experience
  • Tools and tactics for increased mobile app retention (while reducing cost to serve)
  • Real-world examples of brands that successfully utilize messaging with automation for improved CSAT

Zone 6. Case History: Measuring the Cross Channel Customer Experience

Case History With:
Michael Zurat, Director, Engagement Solutions, Cognosante

Learn More

With the proliferation of customer interaction channels it’s more important than ever for contact center leaders to track and measure the customer experience across channels. Despite the promise of a unified omnichannel experience, channel silos still pervade.

Key Take-Aways:

  • Best practices for ensuring each channel delivers a consistent high quality, secure experience to ensure a trusted relationship
  • Guide to making the customer journey across channels unified and seamless
  • Tricks and tips for tapping into customer sentiment to optimize the customer experience

11:20 AM


Session to Session Travel Time

11:25 AM


CONCURRENT SESSIONS

Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

(OR)

FROST & SULLIVAN VISIONARY INSIGHT – Why People Must be a Critical Aspect of Every Digital Transformation

Learn More

People, processes and technologies have long been the key elements of a CRM strategy. As 99% of businesses are now in some stage of digital transformation, the people aspect is the most important, and best place to start. Customers and employees play a key role in a company’s success. Investing in emerging technologies and updating dated processes to serve their needs can be the way to gain a competitive edge.

Key Take-Aways:

  • Data from Frost & Sullivan research that proves why your company needs to invest in CEX
  • Guide to how Workforce Engagement is helping to solve one of the biggest and ongoing customer contact challenges – improving employee retention
  • Discover the pitfalls of investing in technologies before understanding “people”

– FOLLOWED BY –

EXECUTIVE PRESENTATION AND CROWDSOURCE – Budget Optimization: Ideas for Driving Out Cost in the Contact Center

Nigel Henry, Director, Customer Experience & Compliance, Pizza Hut

12:40 PM


Food for Thought Luncheon – Networking Roundtables Hosted By Industry Leaders

Practitioners and solution providers host a menu of luncheon discussion on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Hosted by:

     

1:40 PM


Session to Session Travel Time

1:45 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and the exploration of the issue at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing for C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:

Zone 1. Strategic Boardroom: Getting Ahead of the Game: Early Adopter vs. Fast Follower

Gabriele Masili, Chief Technology Officer, Customer Service and Support, Microsoft

Learn More

Artificial intelligent is disrupting the customer service and support space. Are you looking to better understand the value of embracing AI-powered digital solutions? Are you struggling with where to start and how to prioritize your CX projects? This interactive session will arm you with best practices and lessons learned to accelerate your digital transformation and enrich your customer support experience.

Key Take-Aways:

  • Best practices for getting started with AI-powered digital solutions, like virtual agents and machine learning to solve customer issues
  • Techniques for prioritizing your CX projects
  • Framework for how to get stakeholders onboard and engaged

Zone 2. Roundtable: Leveraging Data for Customized Interactions

Facilitator:
Tony Iero, General Manager, Digital Solutions, VHT

Learn More

Research shows 56% of CEOs said digital improvements have led to revenue growth and more than 40% of all data analytics projects will relate to customer experience by 2020. In this interactive session, we’ll uncover how your customer data can impact positive custom interactions with your customers. Interactions your customers expect to be effortless and seamless.

Key Take-Aways:

  • Insight on how to use data to provide a more complete understanding of your customers
  • Best practices for eliminating digital dead ends and provide an effortless experience
  • Guide to encouraging lasting relationships with your customers

Zone 3. Roundtable: 3 Things I Hate About My CRM

Co-Facilitators:
Fred Lee, Chief Technology Officer, Cars.com
Lynn Olson, Vice President, Customer Experience, PTP

Learn More

Ok. Let’s get real for a minute. Does anyone love their CRM? I don’t. Let’s talk about the top three reasons I hate my CRM. Customer experience should be the top priority. Yet, we constantly make it about the CRM. Everyone agrees that providing great CX is an important competency. Since when did we start equating CRM with great customer experience? This session is for you if you are fed up with making the CRM the priority. Join me in the revolution!

Key Take-Aways:

  • Insight on why having a customer experience strategy and vision is most important
  • Examples of why customers don’t care about your CRM
  • Blueprint of how CRM is the tool; not the strategy

Zone 4. Roundtable: Connecting VOC with Operational Drivers

Learn More

This interactive session will enable participants to capture proven strategies designed to interweave the customer voice within the service delivery framework. Leaders will leave this session with a roadmap containing actionable strategies to design, plan and execute key elements that are tailored and aligned to achieving company objectives while harnessing the power of your greatest source of information; your customers. Your individual plan will enable you to immediately begin working toward creating an optimized service environment based on a sustainable continuous improvement culture that facilitates and rewards service excellence.

Key Take-Aways:

  • Sound tactics to navigate through barriers such as ‘paralysis by analysis’, limited resources (dollars and people), conflicting priorities, among others
  • Strategies that apply across industries
  • Best practices for Utilizing a collaborative approach to build a network of champions while gaining positive momentum
  • Personalized roadmap based on the STAR model; Strategy, Structure, Processes, Rewards and People

Zone 5. Roundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key Considerations

Facilitator:
Rob McDougall, Chief Executive Officer, Upstream Works

Learn More

Omnichannel is getting a bad rap as the latest panacea for everything that’s wrong in the contact center. As a result, its potential to provide real business and consumer benefits isn’t being realized. As the cornerstone of your organization’s digital strategy, your omnichannel approach will need help in order to fly. Let’s boil it down to the basics and figure out how to ensure that you can offer your customers the choice they want within a scope you can implement.

Key Take-Aways:

  • Key elements of a successful omnichannel implementation
  • Best practices for overcoming implementation obstacles and avoiding common pitfalls
  • Insights and practical guidance on how to derive the most benefit from your solution

Zone 6. Roundtable: Employee Experience (EX) – Unlocking a Better Customer Experience

Facilitator:
Jacob Britt, Senior Manager, Business Development, Aceyus

Learn More

In today’s digital world a growing number of organizations are laser focused on Customer Experience (CX) as a way to drive improved profits and market share. Unfortunately, many have underestimated the impact that Employee Experience (EX) plays in delivering a memorable Customer Experience. As companies continue to add and embrace new digital channels the role of the Agent is becoming more critical and will have profound effects on company culture, employee engagement and bottom-line profitability.

Key Take-Aways:

  • Insight into the key transactional and psychological issues that are directly impacting your employees (i.e. addressing the complicated problems employees deal with every day)
  • Pitfalls of increased focus on technology growth and improved CX at the expense of addressing the needs of employees/agents (EX)
  • Gain a realistic perspective of your company’s experiences based on the understanding of expectations and perceptions
  • Proven ways to leverage analytics and track the metrics needed to identify, balance and improve both CX and EX

3:10 PM


Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted By:

3:40 PM


CONCURRENT SESSIONS

Choose one of the following concurrent sessions:

INTERACTIVE Solutions Wheel

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

(OR)

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between eight themed brainstorming sessions and crowd source solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty minute rapid fire sessions with four rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.

The Fix on Small Contact Centers

Hosted By: Mari Urrea, Contact Center Manager, Clark Pest Control

The Fix on Migrating to the Cloud

Hosted By: Aarde Cosseboom, Senior Director, GMS Technology & Product, TechStyle

The Fix on Revitalizing Surveys

Hosted By: Sylvain Jette, Assistant Vice President, Customer Experience, Geotab

The Fix on Making B2B CX Personal

Hosted By: Steven Carleton, Vice President, Customer Experience, Premera Blue Cross

The Fix on Handling Social Media Detractors

Hosted By: Jen Staben, Head of Customer Success, Shift

The Fix on Regulated Industries

The Fix on Workforce Optimization

The Fix on Preparing for Catastrophic Events

4:55 PM


Session to Session Travel Time

5:00 PM


SUCCESS STORY – Creating a CX Task Force

Teddi Burress, Senior Consultant, Customer Experience, Nationwide

Learn More

In an organization of any size, it can be challenging to operationalize the customer experience mindset. Many, if not most companies know that customer experience is a critical part to their competitive advantage in today’s marketplace, but where should you start and how do you weave it into the strategic focus of an organization?

Key Take-Aways:

  • Insight into how to gain buy-in into the importance of customer experience in an organization and influence change
  • Examples of how to bring together key partners from across the organization to drive the experience strategy and eliminate barriers
  • Guidelines of how to incorporate customer experience into all organizational decisions

5:27 PM


THE CC AWARDS – REAWARDING EXCELLENCE, CULTURE AND TEAM SPIRIT
Let’s kick off the evening with a bang! Come join us as we unveil and celebrate the winners of the CC Awards. These forward-looking ncandidates are pushing the envelope in AI, analytics, self-serve, social media and robotic process automation, and we’ll be toasting them with a reception worthy of their achievements (and awesomeness!).

6:00 PM


TRUTH OR DARE NETWORKING RECEPTION
Will you choose Truth… or Dare? Network, mix and mingle while playing the classic game of truth or dare. All who play will be entered to win a fabulous prize!


Jump to: [Saturday, 10/26/19] | [Sunday, 10/27/19] | [Monday, 10/28/19] | [Wednesday, 10/30/19]

TUESDAY, OCTOBER 29, 2019 | GENERAL SESSION AND EXHIBITION

6:45 AM


Early Risers Run/Walk
Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It’s the perfect start to a great day of content and networking!

6:45 AM


Beach Yoga
Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

8:00 AM


Continental Breakfast and Exhibition

Featured Demonstration Hosted By:

8:45 AM


ICE BREAKER AND KEYNOTE – Embracing the Workforce of the Future

Anne Bibb, Senior Director, Customer Care, Hilton

9:45 AM


Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition


9:50 AM


ASK THE EXPERTS! PANEL DISCUSSION – Socializing CX Across the Organization

Moderator:
Nate Brown, Head of Customer Experience, UL EHS

Panelists Include:
TS Balaji, Vice President, User Experience, Cox Communications
Matt Beckwith, Director, Customer Service, Clark Pest Control
Teddi Burress, Senior Consultant, Customer Experience, Nationwide
Jerry Leisure, Vice President, Customer Success, Forte Labs
Brian Martin, Director, Contact Center, ResortCom
Gabriele Masili, Chief Technology Officer, Customer Service and Support, Microsoft

10:40 AM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted By:


11:25 AM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and Roundtables

Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issues at hand.

The Strategic Boardroom engages participants in high level debate and discussion around preparing the C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:

Zone 1. Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center

Jared Benesh, Executive Director, Product, Quicken Loans
Customer Engagement Leadership Council Member

Learn More

Contact centers are complex with many stakeholders, many opinions, many objectives – in this session you will gain tools for deploying a strategy for gaining alignment for major transformations across organizational units.

Key Take-Aways:

  • Learn how to deploy a data driven decisioning model to remove bias from disparate organizational biases
  • Blueprint of strategies for leveraging data to drive change to overcome transformational adversity
  • Tips for gaining buy in more creative way – program branding

Zone 2. Roundtable: STOP Admiring the Problem – and START Driving Real Value with Analytics

Facilitator:
Paul Ignasinski, Senior Vice President, CX & Digital Transformation Consulting,
TTEC Digital

Learn More

Your customer journeys – from your online experience to your customer care operations – are awash with data and valuable information about customer experiences, employee performance, and internal operations is likely hidden in plain sight. While most leaders understand the need to turn this data into actionable insight, actually doing it remains a challenge. Join us to discuss ways to be pragmatic about the use of analytics to focus on the right areas and drive measurable impact for both customers and your business.

Key Take-Aways:

  • Insight on where to prioritize analytical efforts
  • Guide to integrating data from many sources to create a holistic picture
  • Tips and tricks for overcoming common barriers to success in the use of analytics
  • Best practices to reduce costs and drive revenue

Zone 3. Roundtable: Integrating Conversational AI into the Call Center Environment

Co-Facilitators:
Dan Fox, Vice President, Emerging Markets, SmartAction
Chris Gillen, Vice President, Operations, Purchasing Power

Learn More

So you’re looking to implement virtual agents to automate more calls and chats? There’s just one problem: it’s hard. Join the interactive roundtable session where Purchasing Power’s Chris Gillen will detail the nitty-gritty on how to integrate conversational AI into the call center flow.

Key Take-Aways:

  • Step by step process for conversational AI self-service implementation
  • Insights from a contact center leader who’s already done it and proven success
  • A plan for your contact center to introduce AI automation in the next six months

Zone 4. Roundtable: Technology Integration: Closing Operational Silos at the Business Level

Facilitator:
Will McLaughlin, Senior Manager Solution Leads, North America, Genesys

Learn More

Technology Integration: Closing Operational Silos at the Business Level
What is your current business strategy, are you outwardly focused on customer outcomes or inwardly focused on your organization’s needs? Most organizations are inwardly focused. This creates silos for both their customers and employees. To break down these silos requires a different way of doing business.

Key Take-Aways:

  • Guide to avoiding the pitfalls of exposing your operational silos to your customers
  • Insight on how to budget, plan and spend – align sales, marketing and delivery
  • Lessons learned on how the employee experience supports the end to end customer cycle
  • Best practices to break down the silos, from companies including Telus, UPMC and United Health Group

Zone 5. Roundtable: Delivering Personalized Care Across Channels

12:25 PM


Food for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Hosted by:

1:30 PM


Session to Session Travel Time


1:35 PM


CONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

The Strategic Boardroom engages participants in high level debate and discussion around preparing the C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.

Choose one of the following zones:

Zone 1. Strategic Boardroom: If I Only Knew Then What I Know Now

Jerry Leisure, Vice President, Customer Success, Forte Labs

Learn More

Looking back through the prism of time, I am reminded of the What If scenario that enters our mind, when we reflect on the past.  More to the point, “If I Only Knew then What I Know Now” and what would i do differently. As humans we are an anxious and ever learning species.  We don’t accept the status quo.  We must push ourselves, we must learn, we must be better, and that means we drive ourselves to be our best self.

Key Take-Aways:

  • Peer collaborated answers and strategies on What they Know now
  • Framework for ideation and feedback inside your organization
  • Best practices on how to implement changes inside a large organization

Zone 2. ThinkTank: Data Driven Customer Experience

Facilitator
Parikshit (PK) Kalra, Senior Vice President, Solutions & Capabilities, HGS

Learn More

Are you listening to the voice of your customer (VoC) and connecting that to the right metrics and processes to achieve your business objectives? In this interactive session, we will discuss moving from reactive data and tactical operations management to proactive data and strategic management by using analytics as a tool to facilitate VoC decision making. Each participant will unpack opportunities to evaluate their business insights framework and assess where their organization currently resides within each stage of proactive data management.

Key Take-Aways:

  • Benchmark your approach to determine if you are proactive or reactive in use of business insights
  • Apply best practices to measure the right metrics
  • Identify opportunities to create action from your insights

Zone 3. ThinkTank: RPA – Efficiency in Operations and Customer Experience

Facilitator
Deb Schweizer, Senior Vice President, Global Business Solutions, Teleperformance

Learn More

Are BOTs taking over the world? Will RPA and NLP replace all human interactions? In the age of the connected customer, it’s more important than ever for companies to figure out the best mix of human and digital support for their customer interactions. This session will explore practical ways to incorporate these newer paradigms to improve the agent experience, the customer experience, and optimize business processes to bring about digital transformation – and will bring to life methods to adapt and adopt these technologies today and create a roadmap for the future.

Key Take-Aways:

  • Practical applications of RPA in the contact center
  • Insight on the equation between efficiency and experience
  • Guide to where RPA works and where it does not
  • Best practices for implementing an RPA/BOT solution

Zone 4. ThinkTank: Equipping Your Agents to Deliver Proactive, End-to-End Service

Facilitator
Andrew Papparides, Head of Support Strategy, ServiceNow

Learn More

Customers expect a quick response to their issues. They want you to diagnose and recognize the problem and then provide relief as fast as possible. But you shouldn’t stop there. After you’ve received their acceptance of the proposed resolution, fully removing the defect prevents other customers from experiencing the same issue. The 5 R’s above—response, recognition, relief, resolution, and removal—are simple to list. Yet in a complex environment, such as when agents must work with other departments, completing all five steps rapidly and consistently is challenging without automation. This interactive session will explore a team support philosophy for the 5 R’s and discuss how a blueprint for high-performance customer support could apply to your organization.

Key Take-Aways:

  • Best practices for resolving complex issues end-to-end
  • Critical elements enabling problems to be fixed before customers know they have them
  • Proven ways to instantly take care of common customer requests

Zone 5. ThinkTank: Strategic Mapping of an Integrated Self-Serve Journey

Facilitator
Mary McKenna, Director, Product Management, Interactions

Learn More

Today’s customer care market is ever-changing and enterprises are facing increasing customer demands. While it can be overwhelming to manage these expectations coupled with a growing list of customer care channels, the best place to start is by strategically outlining your customer experience journey. One of the most critical aspects to consider is how to incorporate self-service. Join this group discussion on the mapping of your self-serve experience

Key Take-Aways:

  • Insight on the rapid progression of customer care and what that means for businesses
  • Best practices for mapping out and integrating a self-service strategy into your overall CX initiatives
  • An understanding of the impact that customer engagement has on overall business strategy and success

3:05 PM


Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration Hosted By:

3:50 PM


CONCURRENT COLLABORATION ZONES – BEST PRACTICES
Best Practice sessions examine a real world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.

Choose one of the following zones:

Zone 1. Transitioning from Bot to Live Chat

Zone 2. Best Practice: Analytics-Driven Training, Coaching and Quality Monitoring

Zone 3. Best Practice: How AI Is Helping to Create Empowered and Efficient Support Teams

Facilitator
Chris Savio, Senior Product Marketing Manager, Bold360 by LogMeIn

Learn More

When it comes to support, AI is positioned by many as the death knell for customer service jobs. However, for many organizations this isn’t only inaccurate, the truth is quite the opposite. AI is actually enabling customer service agents to be even better at their jobs. In this interactive session, you’ll learn how turning AI from customer-facing to support team-facing can help organizations be more efficient and deliver differentiated customer experiences.

Key Take-Aways:

  • Insight on why consistent access to information can drive consistent customer experiences
  • Best practices for using AI to deliver actionable insights on support team knowledge gaps
  • Guide to driving greater agent satisfaction and employee empowerment with AI
  • Real world examples of how brands are using AI to drive greater team productivity and better business outcomes

Zone 4. Best Practice: Six Sigma: Process Improvement in the Contact Center

4:50 PM


Session to Session Travel Time


4:55 PM


SUCCESS STORY
Join us for a Burst of Insight on:

– Hiring for Staying Power and Brand Fit
Regan Heckethorn, Vice President, Operations, Allegiant Air

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Contact Center employees directly reflect your business and are instrumental in the success of your brand. Are you having challenges with finding the best talent? Do you feel like your employees don’t reflect your companies service values? This session will unpack how Allegiant launched a focused customer experience culture by reinventing the recruiting and selection process – in the process transitioning from a typical “fill a seat” task to an aspirational, “fill the future” mindset.

Key Take-Aways:

  • Insight on why identifying passion, desire, drives and “heart” in the first interaction has proven successful for both the employee and the company
  • Blueprint for successfully letting the trainers train skill for success
  • Best practices for engaging leadership in the hiring process and incorporating behavioral, conversational and personality trait recognition techniques

– Continuous Improvement of the Customer Experience

Kal Kuchimanchi, Director, Global Planning & Programs, Uber

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Continuous improvement is a great idea!  However, creating a sustained program for continuous improvement in an organization is quite difficult.  After several not-so-successful attempts, Uber created a new, game-changing model for continuous improvement.  This session will closely inspect what made this new model successful and while illustrating best practices that can be ported to any organization.

Key Take-Aways:

  • Best practices for creating a culture of continuous improvement —  inspiring and empowering everyone in the organization to contribute to it
  • Guide to measuring benefits of improvements – advice on how it should reflect in your KPIs
  • Common pitfalls and pragmatic ways to avoid them

5:30 PM


General Session Concludes

6:00 PM



15th ANNIVERSARY CUSTOMER CONTACT WILD WEST OLYMPICS & COOKOUT
Gear up for a night of Olympic games with Western flair. Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze, YEEHAW! Saddle up and show us your wild west side!


Jump to: [Saturday, 10/26/19] | [Sunday, 10/27/19] | [Monday, 10/28/19] | [Tuesday, 10/29/19]

WEDNESDAY, OCTOBER 30, 2019 | GENERAL SESSION, EXHIBITION AND SITE TOUR

7:15 AM


Beach Yoga
Calling all yogis! Get energized while building strength and flexibility with us. This upbeat, creative yoga practice, will link breath and movement to keep you present and centered.

8:30 AM


Continental Breakfast and Exhibition

Featured Demonstration Hosted by:

9:10 AM


KICKOFF AND KEYNOTE – Customer Trust and Its Enabling Technologies

9:55 AM


EXECUTIVE INSIGHT – Mapping Root Cause for Proactive Solutions

Aisha Ponds, Director, Stakeholder Escalations, BlueCross BlueShield of North Carolina

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The handling of customer complaints and concerns is a challenge shared by all contact centers. But just resolving a specific issue should not be a one and done approach. Learn BlueCross BlueShield of North Carolina’s process to identify root causes and how they use that analysis to develop strategies to prevent or minimize future occurrences.

Key Take-Aways:

  • Best practices to establishing Escalation processes with your business partners
  • Fresh perspectives on how to use learnings from escalations to better train/coach your frontline staff
  • Techniques on how to creatively educate the organization (across silos) on lessons learned to make process improvements outside of your business area

10:25 AM


Networking, Refreshment and Exhibition Break

Featured Demonstration Hosted By:

10:55 AM


EMERGING CHANNEL – Customer Experience Measurement and add speaker

Katrina Schiedemeyer, Senior Manager, Global Quality and Continuous Improvement, Oshkosh Corporation

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Metrics are a top priority for many Customer Experience Initiatives. However, there are hundreds of different metrics which makes it difficult to select one without it
feeling like a ‘new flavor of the month’.

Key Take-Aways:

  • Proven ways on how to select a metric that is relevant to your organization
  • Alternative metrics if the traditional NPS (Net Promoter Score) is not working for you
  • Strategies to communicate the benefit of your metric to leadership

11:25 AM


INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the Program

Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Contact community will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

Moderator:
Alpa Shah, Vice President, Digital Transformation, Frost & Sullivan

Panelists Include:
Derek Carder, Vice President, Customer Experience & Technical Operations, Geotab
Joel Kell, Director, Service Operations, Elevate
Raquel Macarthy, Head of Customer Experience, Replacements
Customer Engagement Leadership Council Member

12:00 PM


CONTENT FOR THE 15TH ANNIVERSARY CUSTOMER CONTACT WEST CONCLUDES

BANK OF AMERICA CONTACT CENTER TOUR AND EXECUTIVE ROUNDTABLE

1:00 PM


BANK OF AMERICA SITE TOUR – Shuttle Check In. Lunch will be provided.

3:30 PM


CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL EXECUTIVE ROUNDTABLE

4:30 PM


SITE TOUR AND EXECUTIVE ROUNDTABLE CONCLUDE
Shuttle Transportation to Huntington Beach Resort & Spa Provided.

Contact Us

Contact Us

Customer Contact West
7550 IH 10 West, Suite 400
San Antonio, TX 78229-5616

Phone: +1-877-463-7678
Email: events.us@frost.com

About the Event

Customer Contact West will prepare you for the future of customer care by providing pragmatic real world experiences, insight, best practices and tools for embracing an accelerating digital transformation.

© 2019 Customer Contact West. All Rights Reserved | Privacy Policy | GDPR Compliance Statement

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