Interactive & Highly Collaborative Content

The 2018 program is in development and will be released on or before April 23.

Download 2017 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, 10/21/18] | [Monday, 10/22/18] | [Tuesday, 10/23/18] | [Wednesday, 10/24/18]

SATURDAY, OCTOBER 20, 2018 | ARRIVAL DAY

Arrive Saturday to participate in Sunday’s Networking Activities.

7:00PM

Suggested Arrival Time


Jump to: [Sunday, 10/21/18] | [Monday, 10/22/18] | [Tuesday, 10/23/18] | [Wednesday, 10/24/18]

SUNDAY, OCTOBER 21, 2018 | NETWORKING DAY

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

9:00AM

Bubbly Brunch Cruise

Learn More

Hosted by:
Cicero logo

10:00AM

Wine Blending on the Water

Learn More

Hosted by:

3:15PM

Sponsor Workshop

4:45PM

Sponsor Registration & Orientation Reception

6:00PM

Speaker & Thought Leader Orientation

6:45PM

Participant Meet ‘n’ Greet

Learn More

7:30PM

Seaside Soiree Kickoff Reception
Meet your fellow peers and colleagues and enjoy a little conversation & cocktails, as we get excited for the days ahead!

Hosted by:



Jump to: [Sunday, 10/21/18] | [Monday, 10/22/18] | [Tuesday, 10/23/18] | [Wednesday, 10/24/18]

MONDAY, OCTOBER 22, 2018 | GENERAL SESSION AND EXHIBITION

7:30 AM

Registration, Continental Breakfast, and Exhibition

Registration Items
Hosted by:
Cicero logo

Featured Demonstration
Hosted by:


8:15 AM

WELCOME and KEYNOTE
Driving the Organization’s Strategy via Actionable Voice of the Customer

Carolyn Muise, Vice President, Chief Customer Office, Voice of the Customer Analytics and Intelligence, Dell
Learn More

9:15 AM

SUCCESS STORY
Delivering Great Customer Care on a Global Scale

Joanna MacLeod, Executive Vice President, Global Service Delivery, American Express
Learn More

9:50 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:
Qualfon logo

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. Embracing Digital Customer Interaction
Zone 2. Enabling Enhanced Customer Care with AI and Analytics
Zone 3. Delivering Great Channel and Customer Journey Experiences
Zone 4. Developing the Millennial Workforce
Zone 5. Achieving Simple Yet Deep Customer Engagement
Zone 6. Curating Economical Customer Experience Excellence

10:20 AM

CONCURRENT COLLABORATION ZONES – CASE HISTORIES

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


Choose one of the following zones:
Zone 1. Bonding with Your Customer: Making Emotional Connections in a Digital Age

Brooke Bains, Vice President, Customer Experience, Sparkcentral
Learn More
Zone 2. Bots and Brains: The Evolution of Digital Messaging

Stephen Sedlak, Manager, Consumer Affairs, SBM Life Science
Mike Lee, Vice President, Operations, HGS
Learn More

Zone 3. Leveraging Intelligent Automation & Analytics to Elevate the Agent Experience

Jacob Britt, Senior Manager, Business Development, Aceyus
Ryan Hillman, Engineering Manager, Global Customer Operations, Expedia
Learn More

Zone 4. Innovative Ways to Recruit and Retain Millennial Employees

Amy McDonnell, Vice President, Business Development, TaskUs
August Cziment, Director & Co-Founder, Ring
Learn More
Zone 5. Because You Never Know: Extreme Flexing for Business Continuity

Derrick Hubbard, Senior Director, Contact Center Operations, Carnival Cruise Lines
Robert Padron, Senior Vice President, General Manager, Client Results, Arise Virtual Solutions
Learn More
Zone 6. Effectively Integrating Sourcing, Shoring, and Digital Alternatives to Balance Cost and Quality in Your Omni Channel Strategy

Richard Gianvecchio, Vice President, Support and Services, Symantec Corporation
Amit Shankardass, Executive Vice President, Marketing, Teleperformance
Learn More

11:15 AM

Session to Session Travel Time

11:20 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
Exponential Change: How Analytics Will Upend the Provision of Care…and What You Should be Doing About it Now

Stephen Loynd, Global Program Director, Digital Experience, Frost & Sullivan
Learn More
Followed By-

Cafe Conversations

Aligning Voice of the Employee (VoE) with Business Objectives


12:35 PM

Food For Thought
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:
HGS logo
callzilla logo
https://www.customercontactwest.com/wp-content/uploads/2017/07/sales-force.jpg

1:40 PM

Session to Session Travel Time

1:45 PM

CONCURRENT COLLABORATION ZONES – ROUNDTABLES

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

Choose one of the following zones:


Zone 1. Deriving Real Business Value from Your Digital Strategy: Attaining ROI through a Reimagined Customer Experience

Rob McDougall, Chief Executive Officer, Upstream Works
Learn More
Zone 2. Making it Personal: How Automation is Changing the Customer Experience

Akhil Talwar, Senior Product Manager, Bold360

Learn More
Zone 3. Omni Channel Self-Serve: Integrating Channels to Deliver a Robust Mobile App Experience

Tommy Minta, Digital Solutions Lead, Genesys

Learn More

Zone 4. Tech Refresh: Digital Tools to Engage the Millennial Employee

Annick Duffy, Managing Director, Workforce Optimization, Aspect
Learn More
Zone 5. Customer Engagement 2017: It’s All About Making it Personal Again

Tom Aiello, Senior Vice President, Worldwide Sales, Cicero
Neil Crane, Director of Product Strategy, Cicero
Learn More
Zone 6. Needs Assessment: Partnering with and Managing Outsource Providers

Brian Kearney, Vice President, Marketing, Qualfon
Learn More

3:10PM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:

3:40 PM

CONCURRENT SESSIONS
Choose one of the following concurrent sessions:



INTERACTIVE
Solutions Wheel

Learn More
THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
Learn More

4:55 PM

Session to Session Travel Time

5:00 PM

TRANSFORMATIONAL STORY
Modernizing Contact Center Operations to Improve Employee & Customer Satisfaction

Ted Stodolka, Vice President, Sales & Customer Care Operations Strategy, Marriott
Learn More

5:30 PM

Four Truths and a Lie Networking Reception
Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.

Jump to: [Sunday, 10/21/18] | [Monday, 10/22/18] | [Tuesday, 10/23/18] | [Wednesday, 10/24/18]

TUESDAY, OCTOBER 23, 2018 | GENERAL SESSION AND EXHIBITION

6:15 AM

Early Risers Walk/Run
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!

6:15 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. We’ll utilize Sun Salutations, strength building and connected movements to help you face the day with a courageous spirit.

8:00 AM

Continental Breakfast and Exhibition

Featured Demonstration
Hosted by:
https://www.customercontactwest.com/wp-content/uploads/2017/07/aceyus-smal.jpg

8:45 AM

ICE BREAKER AND COACHING SESSION
Be a Better Leader: Keep People Focused, Energized, Productive and Profitable

Michael O. “Coop” Cooper, Founder, Innovators + Influencers
Learn More

9:45 AM

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


9:50 AM

ASK THE EXPERTS! PANEL DISCUSSION
Augmenting Intelligent Customer Care: The Advent of Chatbots, Virtual Assistants, and Machine Learning
MODERATOR:
Nancy Jamison, Principal Analyst, Digital Transformation, Frost & Sullivan

PANELISTS:

Victor Ghanem, Director, Business Process Solutions – Customer Experience, Manulife
Richard Gianvecchio, Vice President, Support and Services, Symantec
Gabriele Masili, General Manager, Customer Service & Support for Windows and Devices, Microsoft
Calvin St Juste, Executive Director, Digital Care, Comcast
Learn More

10:40 AM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration
Hosted by:
Aspect Logo


11:25 AM

CONCURRENT COLLABORATION ZONES – PEER COUNCILS

Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following zones:


Zone 1. Engineering a Culture of Security Consciousness in Customer Service

Michael DeSalles, Principal Analyst, Digital Transformation, Frost & Sullivan
Learn More
Zone 2. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives

Steve Riddell, Former Chief Sales Officer, Telesales, Sprint
Learn More
Zone 3. Up in the Cloud: Selecting the Right Partner to Take You There

Nancy Jamison, Principal Analyst, Digital Transformation, Frost & Sullivan
Learn More

Zone 4. Actionable Insights Meeting Customer Needs in a Digital World

Shawn Murphy, Senior Director, Chief Customer Office, Voice of the Customer Analytics & Intelligence, Dell
Kevin Scanlon, Senior Director, Chief Customer Office, Voice of the Customer Analytics & Intelligence, Dell
Learn More
Zone 5. B2B Nuances in Customer Care

Mark Dean, Vice President, Sales & Care, GoDaddy

Learn More
Zone 6. Contact Center Optimization on a Shoestring

Sue Martin, Global Vice President, Customer Service, Newegg
Learn More

12:15 PM

Food For Thought – 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:
Qualfon logo https://www.customercontactwest.com/wp-content/uploads/2017/07/Bold360-logo-2.png https://www.customercontactwest.com/wp-content/uploads/2017/07/Teletech-Logo.jpg

1:20 PM

Session to Session Travel Time

1:25 PM

CONCURRENT COLLABORATION ZONES – THINKTANKS

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

Choose one of the following zones:


Zone 1. Unstructured Data – Understanding the Digital “Voice” of the Customer

Erin Van Remortel, Customer Experience Champion, Verizon
Learn More
Zone 2. Past Present Future: Investing in a More Effortless Experience in the Voice Channel

Tom Lewis, Chief Executive Officer, SmartAction
Learn More
Zone 3. Ideation to Execution – An Action Plan for Centralizing the Customer Journey within your Organization

Crystal Collier, Head of Strategy, Programs and Insights, Electronic Arts
Lynn Olson, Vice President, Customer Experience, PTP
Learn More

Zone 4. Creating Next Generations Superheros

Teri Miller, Vice President, Operations, 24-7 Intouch
Learn More
Zone 5. Design Your CX Through a Consumer Point-of-View

Dan Fox, Field Marketing Manager, Interactions
Learn More
 

2:55 PM

Briefing Sessions, Networking, Refreshments, and Exhibition Break

Featured Demonstration
Hosted by:
interactions logo

3:40 PM

CONCURRENT PROVENTACTICS SESSIONS

Choose one of the following concurrent sessions:


Achieving Brand Recognition and Trust

Kathryn Hutchison, Director of Ecommerce and Customer Care Associate, Whole Foods Market
Kristi Willis, Director, Global Customer Care, Whole Foods Market
Learn More
Mentor the Mentors: Bringing Out the Best in Your Managers and Supervisors

Bruce Pullens, Director, Customer Service, Lane Bryant
Learn More

4:25 PM

Session to Session Travel Time

4:30 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. Actionable Insights: Meeting Customer Need in a Digital World

Clement Tussiot, Director of Product Management, Salesforce
Learn More
Zone 2. Make it Easy: Facilitating Customer Channel Preferences

Chris Bauserman, Vice President, Product Marketing, inContact
Kyle Handley, Contact Center Systems Administrator, Mind Body
Learn More
Zone 3. Can You See Me Now? How Companies Can Leverage Video to Deepen Customer Engagement and Improve Service Quality

Rafique Muljee, Manager, Customer Care, Multi-Channel Reservations, Discount Car and Truck Rentals
Alvin Rose, Vice President, Client Solutions, Spi CRM
Learn More
Zone 4. Intelligent Agents: Automating Intelligent Customer Contact Processes

Dan Morley, Vice President & General Manager, nVoq
Learn More

5:30 PM

Concurrent Collaboration Zones Conclude

6:00 PM

13th Annual 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! Buck up and show us your Wild West side!

Here you can create the content that will be used within the module.

Jump to: [Sunday, 10/21/18] | [Monday, 10/22/18] | [Tuesday, 10/23/18] | [Wednesday, 10/24/18]

WEDNESDAY, OCTOBER 24, 2018 | CUSTOMER SERVICE EXCELLENCE RECOGNITION BREAKFAST BASH AND EXHIBITION

6:45 AM

Beach Yoga
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. We’ll utilize Sun Salutations, strength building and connected movements to help you face the day with a courageous spirit.

8:30 AM

Mingle Over Mimosas
Join us in toasting customer engagement excellence as we kick off the 2017 Customer Service Excellence Recognition Program! Engage with your fellow participants over mimosas while gearing up for an action-packed morning of content, best practices, and success stories from the winners circle!

9:00 AM

CUSTOMER SERVICE EXCELLENCE RECOGNITION CEREMONY
Come celebrate the achievements of the prestigious award winners, who are shaping the future of customer service, and are revealed for the first time at this sit-down breakfast!

We will give kudos to the game changers and customer service innovators in five unique categories, covering Omni Channel Customer Experience, Web Customer Experience, Social Media Customer Experience and Customer Engagement Analytics.

9:45 AM

KEYNOTE
Delivering True Business Value…and Results!
Hui Wu-Curtis, Senior Director, Customer Care Strategy, Choice Hotels

Learn More

10:15 AM

Executive Insight – Aligning Business Strategy and Metrics

Chris Helzerman, Vice President, Performance Improvement, Kaiser Permanente
Learn More

10:45AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration
Hosted by:
upstream works logo

11:15 AM

MOVERS AND SHAKERS
Join us as the winners of the 2017 Customer Service Excellence Recognition Program are unveiled and their success stories are brought to life in a series of live interviews.

MODERATOR:
Ted Stodolka, Vice President, Sales & Customer Care Operations Strategy, Marriott

PANELISTS INCLUDE:

Brian Crumpley, Global Vice President, Customer Service, Newegg
Tom Farrell, Senior Vice President, Customer Support, Web.com
Sue Martin, Manager of Analytics & Insights, Dollar Shave

11:45 AM

INSIGHTS AND IDEA ROUNDUP
Implementing the Best, Brightest and Boldest Ideas from the Program

MODERATOR:

Rachel Pace-Maron, OCU Consultant, Royal Caribbean

PANELISTS:

Scott Horace, Senior Vice President, Global Contact Center Management, Mastercard
Noel Holmes, Vice President, Customer Experience, Travelport
Wendy Welser, Director, Customer Service, Veolia North America
April Sealy, Vice President, Operations, Elevate
Learn More

12:00 PM

CAPSTONE KEYNOTE

Chris Helzerman, Vice President, Performance Improvement, Kaiser Permanente

12:15 PM

Content for the 13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange Concludes

12:45 PM

Council Meeting Check-In

1:00 PM

Annual Meeting
Frost & Sullivan leadership logo
*Please note this program is for Customer Engagement Leadership Council Members Only.
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 2018.

Lunch will be served.

5:00 PM

Customer Engagement Leadership Council Dinner

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