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 - Process Improvement: Improving Customer Experience Strategies

Maureen Russolo - Vice President, Customer Experience Southwire Canada
img

Maureen Russolo

Vice President, Customer Experience
Southwire Canada

12:30 pm - 1:00 pm Business Meetings

1:00 pm - 1:30 pm Business Meetings

Masterclass

1:30 pm - 2:00 pm Shift from Reactive to a Proactive and Predictive care

BrainWeave

1:30 pm - 2:00 pm Frictionless Approach to Customer Authentication and Fraud Prevention

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Networking Break

3:00 pm - 3:30 pm Project Analysis - The Power of Gamification: Putting the Fun into On-boarding, Engagement, Loyalty, Retention

3:30 pm - 4:00 pm Ignite Challenge - Personalize and Improve CX at Every Stage With Customer Journey Analytics

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm ASK THE EXPERTS! Panel Discussion - Driving Innovation with AI to Delight Customers

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

Lisa Stoner - Global Head of Support Operations Uber
img

Lisa Stoner

Global Head of Support Operations
Uber

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