Live Chat Software
December 2-4, 2018
Miami, FL

Exchange Day 1

10:30 am - 11:00 am Exchange Registration & Welcome Brunch

11:00 am - 11:30 am Executive & Solution Provider Orientation

11:30 am - 11:45 am Chairperson’s Opening Remarks

11:45 am - 12:00 pm Ice Breaker Activity

12:00 pm - 12:30 pm Benchmarking Session - Be Brilliant at the Basics - How to Avoid Standard Practices Damaging the Customer Experience

Janet Solomon - SVP, Head of Client Contact Center and Contact Center Operations, SunTrust
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Janet Solomon

SVP, Head of Client Contact Center and Contact Center Operations
SunTrust

12:30 pm - 1:00 pm Business Meetings

1:00 pm - 1:30 pm Business Meetings

Masterclass

1:30 pm - 2:00 pm Keeping up with Consumer Trends. The Cloud can Help Tame Today, Frame Tomorrow.


Masterclass

1:30 pm - 2:00 pm Transform Your Organization into a Source of Customer Admiration


2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Networking Break

3:00 pm - 3:30 pm Project Analysis -Traditional + Digital Channels: How to Build a Digital Customer Service Program

Mouyyad Abdulhadi - VP Consumer Compliance, Santander Consumer USA
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Mouyyad Abdulhadi

VP Consumer Compliance
Santander Consumer USA

3:30 pm - 4:00 pm Ignite Challenge - Enablement of Agents to Make Data-Driven Decisions for Success







4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Project Analysis - Intelligent Automation for Greater Efficiency, Innovation and to Boost Customer Service

Jamel Jones - Director, IVR Operations, Comcast Cable
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Jamel Jones

Director, IVR Operations
Comcast Cable

5:30 pm - 6:00 pm Benchmarking Session - Develop a Scalable, Transformative Support Model

Lisa Stoner - Global Head of Support Operations, Uber
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Lisa Stoner

Global Head of Support Operations
Uber

6:00 pm - 7:00 pm Cocktail & Dinner Reception