March 31 - April 02, 2019
Miami, Florida

Exchange Day 1

11:30 am - 12:00 pm Exchange Registration & Welcome Brunch

12:00 pm - 12:30 pm Speaker, Delegate & Solution Provider Orientation

12:30 pm - 12:45 pm Chairman’s Opening Remarks

12:45 pm - 1:00 pm Ice Breaker Activity

1:00 pm - 1:30 pm Opening Address: Turn Your Contact Center into an Insight Center

1:30 pm - 2:00 pm Business Meetings

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Case Study: Experiences That Turn Customers into Advocates

3:00 pm - 3:30 pm Networking Break

3:30 pm - 4:00 pm Interactive Panel Discussion: Designing a Customer Centric Company ‎

4:00 pm - 4:30 pm Ignite Challenge: Reduce Customer Effort

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Industry Insight: The Future of Customer Service is Here - Are you ready?

6:00 pm - 6:30 pm Closing Address: Emerging Technologies in the Utility Industry to Meet Today’s Customers’ Expectations

6:30 pm - 7:30 pm Cocktail & Dinner Reception