Exchange Day 2

7:30 AM - 8:30 AM Networking Breakfast

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

8:45 AM - 9:15 AM Opening Address: Taking the Contact Center from an Expense Center to a Strategic Touchpoint

Becky Ploeger, VP of Customer Care, PetSmart


Becky Ploeger

VP of Customer Care

9:15 AM - 9:45 AM Topic Being Discussed

Sponsored by:, Inc.

9:45 AM - 10:15 AM Networking Break

10:15 AM - 10:45 AM Deliver Tailored Customer Experiences by Gathering Actionable Insights

Kevin Scanlon, Senior Director, Chief Customer Office, Dell


Kevin Scanlon

Senior Director, Chief Customer Office

10:15 AM - 10:45 AM Bringing Real Customers into The Mix of Product Development Process

Karen Tang, Head of Sales, Customer Success, Support, Prezi


Karen Tang

Head of Sales, Customer Success, Support

10:45 AM - 11:15 AM Business Meetings

11:15 AM - 11:45 AM Business Meetings

11:45 AM - 12:15 PM Topic Being Discussed

Sponsored by: Teletech

12:15 PM - 1:15 PM Networking Lunch

1:15 PM - 1:45 PM Case Study: From Good to Great - Centralized Contact Center Operations

Abel Rhyne, VP, Customer Service Operations, Erie Insurance


Abel Rhyne

VP, Customer Service Operations
Erie Insurance

1:15 PM - 1:45 PM Case Study: How Contact Centers can Shape Customer Experiences

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


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

Sponsored by: Alta Resources

Sponsored by: Datamark, Inc.

Sponsored by: TRUSTID

3:30 PM - 4:00 PM Business Meetings

4:00 PM - 4:30 PM Networking Break

4:30 PM - 5:00 PM Case Study: Transforming Customer Experience by Making it Easy

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


Dave Kriesand

Vice President, Consumer Experience Center
Banner Health

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

Rahul Magan, Senior Vice President, Head of Global Customer Care, MetLife


Rahul Magan

Senior Vice President, Head of Global Customer Care

6:30 PM - 7:00 PM Cocktail Reception