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

Arrive Saturday to participate in Sunday’s Networking Activities.

7:00PM


Suggested Arrival Time
Arrive Saturday to participate in Sunday’s Networking Activity.


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.

8:00 AM


Networking Activity TBA

3:00 PM


Customer Engagement Leadership Council Mixer and Annual Meeting
*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

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

9:50 AM


Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted By:

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 upon 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 Strategic Value of Customer Care

Zone 2. Case History: Holistic Customer Journey Mapping

Zone 3. Case History: Employee Experience – Leveraging Data to Drive Down Employee Effort

Zone 4. Case History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and Productivity

Zone 5. Case History: Blending the Human Touch with Automation for a Great 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
Cybersecurity – The Ins & Outs

– FOLLOWED BY –

EXECUTIVE PRESENTATION AND CROWDSOURCE

Budget Optimization: Ideas for Driving Out Cost in the Contact Center

12:40 PM


Food For Thought Networking Luncheon – Networking Roundtables Hosted By Industry Leaders

Practitioners and solution providers hose 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:

1:40 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 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

Zone 2. Roundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key Considerations

Zone 3. Roundtable: Leveraging Data for Customized Interactions

Zone 4. Roundtable: Employee Experience (EX) – Unlocking a Better Customer Experience

Zone 5. Roundtable: 3 Things I Hate About My CRM

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

4:55 PM


Session to Session Travel Time

5:00 PM


SUCCESS STORY – Creating a CX Task Force

5:27 PM


The CC Awards & Cocktail Bash – Rewarding Excellence, Culture & 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 dynamic and forward-looking candidates are pushing the envelope in AI, analytics, omnichannel customer service and web customer care, and we’ll be toasting them with a reception worthy of their achievements (and awesomeness!).


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


Early Risers 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:

8:45 AM


ICE BREAKER AND KEYNOTE
Embracing the Workforce of the Future

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

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 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: Designing a Roadmap for Digital Spend

Zone 2. Roundtable: Delivering Personalized Care Across Channels

Zone 3. Roundtable: Solving Your Biggest Challenges Using Analytics

Zone 4. Roundtable: Integrating Bots in the Call Center Flow

12:25 PM


Food For Thought Networking 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.


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 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: If I Only Knew Then What I Know Now

Zone 2. ThinkTank: Strategic Mapping of an Integrated Self-Serve Journey

Zone 3. ThinkTank: Data Driven Customer Experience

Zone 4. ThinkTank: RPA – Efficiency in Operations and Customer Experience

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 2. Best Practice: Measuring the Cross Channel Customer Experience

Zone 3. Best Practice: Connecting VOC with Operational Drivers

Zone 4. Best Practice: Utilizing AI in The Contact Center for a Better Employee Experience

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
– Continuous Improvement of the Customer Experience

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


Early Risers 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.

8:30 AM


Continental Breakfast and Exhibition


9:10 AM


KICKOFF AND KEYNOTE
Customer Trust and Its Enabling Technologies

9:55 AM


EXECUTIVE INSIGHT
Mapping Root Cause for Proactive Solutions

10:25 AM


Networking, Refreshment, and Exhibition Break

10:55 AM


EMERGING CHANNEL-
Utilizing Alexa for Customer Care

11:25 AM


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

12:00 PM


CONTENT FOR THE 15TH ANNIVERSARY CUSTOMER CONTACT WEST CONCLUDES

CONTACT CENTER SITE TOUR AND EXECUTIVE ROUNDTABLE

1:00 PM


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.

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