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

Exchange Day 3

8:00 am - 9:00 am Networking Breakfast

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

8:45 am - 9:15 am BENCHMARKING SESSION: The New Talent Landscape--Liquid Workforce to Deliver a Superior Customer Experience

Dilip Ratnam - VP, Customer Experience, Upwork
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Dilip Ratnam

VP, Customer Experience
Upwork

9:15 am - 9:45 am PROJECT ANALYSIS: CX+EX: Aligning Business Objectives with Agent Performance

Brett Frazer - Head of Customer Service, Sunbasket
Kevin Peterson - Head of People Operations, Sunbasket
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Brett Frazer

Head of Customer Service
Sunbasket

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Kevin Peterson

Head of People Operations
Sunbasket

10:00 am - 10:30 am Business Meetings

10:30 am - 11:00 am Business Meetings

11:00 am - 11:30 am Networking Break

11:30 am - 12:00 pm PROJECT ANALYSIS: Unified Communication & Workforce Collaboration to Achieve Sustainable Customer Support

12:00 pm - 12:30 pm BENCHMARKING SESSION: Time to Get Social: Balancing Human Touch in an Age of Hyper Connectivity

12:30 pm - 12:35 pm Exchange Concludes