Exchange Day 1

11:15 AM - 11:45 AM Exchange Registration & Welcome Brunch

11:45 AM - 12:15 PM Speaker, Delegate & Solution Provider Orientation

12:15 PM - 12:30 PM Chairman’s Opening Remarks

12:30 PM - 12:45 PM Ice Breaker Activity

12:45 PM - 1:15 PM Opening Address: Reinventing CX- To Automate or Augment

Libba Sapitsky, Senior Vice President Customer Service, Siemen Healthineers

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Libba Sapitsky

Senior Vice President Customer Service
Siemen Healthineers

1:15 PM - 1:45 PM Business Meetings

1:45 PM - 2:15 PM Business Meetings

Master Class

2:15 PM - 2:45 PM Chatbots: CX Automation for Engagement with

BrainWeave

2:15 PM - 2:45 PM Rethinking UX: Reducing Customer Effort

2:25 PM - 2:55 PM Networking Break


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Josue Berlanga

Head of Customer Care
Walmart eCommerce Mexico
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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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Karen Hobbs

Vice President Customer Service
ABB OPTICAL GROUP

4:00 PM - 4:45 PM Ignite Challenge: Reduce Customer Effort


Sponsored by: Virtual Hold Technology

4:45 PM - 5:15 PM Business Meetings

5:15 PM - 5:45 PM Business Meetings

5:45 PM - 6:15 PM Closing 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

6:15 PM - 7:15 PM Cocktail & Dinner Reception