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

Exchange Day 2

8:00 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairman’s Opening Remarks



8:45 am - 9:15 am Opening Address: The Rise of Cognitive Agents - AI to Improve Customer Support Operations

Crystal Collier - Head of Strategy, Programs & Insights EA Worldwide
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Crystal Collier

Head of Strategy, Programs & Insights
EA Worldwide

9:15 am - 9:45 am Industry Insight: How Emerging Technologies Will Affect the Customer Service Industry



9:45 am - 10:15 am Networking Break

10:15 am - 10:45 am Keeping Up with Consumer Trends - The Cloud can Help Tame Today, Frame Tomorrow



10:15 am - 10:45 am Transforming the Contact Center with Better Data



10:45 am - 11:15 am Business Meetings

11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm Industry Insight: Taking CX to The Next Level - When Lives are at Risk

Burgoyne Hughes - Call Center Operations Leader GE Healthcare


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Burgoyne Hughes

Call Center Operations Leader
GE Healthcare

12:15 pm - 1:15 pm Networking Lunch

1:15 pm - 1:45 pm Transforming Customer Experience by Making it Easy

Dave Kriesand - Vice President, Consumer Experience Center Banner Health
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Dave Kriesand

Vice President, Consumer Experience Center
Banner Health

1:15 pm - 1:45 pm How Contact Centers can Shape Customer Experiences

Preston Rogers - Assistant Vice President & Head of Contact Centers Unum Insurance
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Preston Rogers

Assistant Vice President & Head of Contact Centers
Unum Insurance

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:30 pm Interactive Roundtable Discussion

1. Big Changes Coming for Call Center Authentication

2. Obsession with the Front Line 

3. End-to-End Transformation: Improving the Customer Experience by Transforming the Intake, Knowledge Processing, and Call Center Processes






3:30 pm - 4:00 pm Business Meetings

4:00 pm - 4:30 pm Networking Break

4:30 pm - 5:00 pm Industry Insight: Improve Customer Care and Increase Your Bottom Line with AI



5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Business Meetings

6:00 pm - 6:30 pm Closing Address: Mastering the Digital Advantage: Orchestrate Personalized, Omnichannel Customer Journey

Kai Kuo - Senior Vice President Strategy & Transformation Global Customer Solutions, GTO MetLife
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Kai Kuo

Senior Vice President Strategy & Transformation Global Customer Solutions, GTO
MetLife

6:30 pm - 7:00 pm Cocktail Reception