April 15-17, 2018
The Wigwam, Scottsdale, AZ

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

Dan Trudan - Senior Vice President, Customer Service Allstate Insurance Company
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Dan Trudan

Senior Vice President, Customer Service
Allstate Insurance Company

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

Karen Tang - Head of Sales, Customer Success, Support Prezi
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Karen Tang

Head of Sales, Customer Success, Support
Prezi

3:00 pm - 3:30 pm Networking Break

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Christopher Keenan

Head, Worldwide Medical Contact & Insights
Bristol-Myers Squibb

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Rami Sarabi

Country Manager - USA
La Maison du Chocolate

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Kelli Barabasz

Vice President of Customer Care
National Notary Association

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Josue Berlanga

Head of Customer Care
Walmart eCommerce Mexico

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

Hui Wu-Curtis - GM, Customer Operations & Strategy Arizona Public Service
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Hui Wu-Curtis

GM, Customer Operations & Strategy
Arizona Public Service

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