Live Chat Software
March 31 - April 02, 2019
Eden Roc Miami Beach, Florida

Exchange Day 1

10:00 am - 10:30 am Exchange Registration

10:30 am - 10:40 am Welcome Orientation

10:40 am - 10:55 am Chairman’s Opening Remarks

10:50 am - 11:05 am Ice Breaker Activity

11:00 am - 11:30 am BENCHMARKING SESSION: The Hyper Personalization of Customer Experience

Jennie Dede - Head of Customer Success, Global Accounts, LinkedIn
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Jennie Dede

Head of Customer Success, Global Accounts
LinkedIn

11:30 am - 12:00 pm PROJECT ANALYSIS: Modernizing Customer Service: Deliver a Proactive Customer Service That turns Customers to Advocates

1:00 pm - 1:30 pm Networking Brunch

Customer Experience

1:00 pm - 1:30 pm MASTERCLASS: The Value of Customer Self Service in the Digital Age

Customer Experience

1:30 pm - 2:00 pm MASTERCLASS: Integrating Bots and Brains to Transform the Customer Experience

Employee Experience

1:00 pm - 1:30 pm MASTERCLASS: Unleash the Power of Microlearning Training

Employee Experience

1:30 pm - 2:00 pm MASTERCLASS: Re-Imagine Gamification to Uplift Employee Engagement

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

3:00 pm - 3:30 pm Networking Break

3:00 pm - 3:30 pm INDUSTRY INSIGHT: Elevating the Customer Engagement with Automation

4:00 pm - 4:30 pm PROJECT ANALYSIS: Data and Metrics--The Humanized Approach to Manage Customer Experience

Jonathan Chalker - VP Client Experiences, Jackson Hewitt Tax Service Inc.
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Jonathan Chalker

VP Client Experiences
Jackson Hewitt Tax Service Inc.

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Business Meetings

6:00 pm - 6:30 pm How UX Becomes CX : Transform Your UX Design through a Customer-Centric Strategy

6:00 pm - 6:30 pm Customer Centric Behavior: Driving Excellent Customer Care Through Behaviorial Management & Coaching

6:00 pm - 6:30 pm Process Improvement: Improving Customer Experience Strategies

6:00 pm - 6:30 pm Using Speech Analytics to Identify Agent Training Opportunities

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