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

Exchange Day 2

7:30 am - 8:00 am Networking Breakfast

8:20 am - 8:30 am Chairman's Opening Remark's

8:30 am - 9:00 am BENCHMARKING SESSION: Improving Customer Experience with Artificial Intelligence

Bernard Slowey - Worldwide Supportability Leader for Digital Customer Support, Microsoft
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Bernard Slowey

Worldwide Supportability Leader for Digital Customer Support
Microsoft

9:00 am - 9:30 am INDUSTRY INSIGHT: Measure, Monitor, and Improve Customer Service Effectiveness

9:30 am - 10:00 am Business Meetings

10:00 am - 11:00 am Networking Break

10:30 am - 11:00 am MASTERCLASS: Reducing Customer Effort

10:30 am - 11:00 am MASTERCLASS: Think Outside the Class: The New Era of Continuous Workplace Learning

11:00 am - 11:30 am Business Meetings

11:30 am - 12:00 pm Business Meetings

12:00 pm - 12:30 pm MASTERCLASS: Reinventing CX to Automate or Augment

12:00 pm - 12:30 pm MASTERLCASS: The Future of Workforce--Liquid Workforce for Distributed Contact Centers

12:30 pm - 1:00 pm Networking Lunch

Afternoon Tea Interactive Roundtable Discussion Time!

1:30 pm - 2:00 pm Improving VoC: Customer Intelligence Strategies

Noel Holmes - Sr. Director, Voice of Customer, Indeed.com
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Noel Holmes

Sr. Director, Voice of Customer
Indeed.com

1:30 pm - 2:00 pm Developing and Nurturing a Multi Generational Workforce

1:30 pm - 2:00 pm Building Trust, Safety, and Data Security in the age of Social Accountability

Mario Sansalone - Head of Customer Operations, Grindr
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Mario Sansalone

Head of Customer Operations
Grindr

1:30 pm - 2:00 pm Leveraging Knowledge Management to Improve Productivity

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm INDUSTRY INSIGHT: Artificial Intelligence--The Evolution to the Cognitive Contact Center

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Angel Torres

VP Customer Experience & Digital Strategy
Popular Bank

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James Connell

Chief Ecommerce and Customer Experience Officer
Roots Canada

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Michael Macintyre

VP Ecommerce & Omni Channel Strategy
INDOCHINO

4:15 pm - 4:45 pm Business Meetings

4:45 pm - 5:15 pm Networking Break

3:15 pm - 3:45 pm INDUSTRY INSIGHT: Turn Employee Engagement into a Competitive Advantage

5:45 pm - 6:15 pm BENCHMARKING SESSION: Driving Customer Value: increase Customer Loyalty through a Call Center

Victoria Boston - Vice President – Loyalty Centers of Excellence, Comcast
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Victoria Boston

Vice President – Loyalty Centers of Excellence
Comcast

6:15 pm - 6:45 pm Cocktail Reception