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

Exchange Day 2

8:00 am - 8:30 am Networking Breakfast

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

8:45 am - 9:15 am Benchmarking Session - Data Driven Culture: Utilizing Machine Learning from Command to Control to Collaborate

Newcombe Clark - Global Director, Rapid Learning Lab, AIG
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Newcombe Clark

Global Director, Rapid Learning Lab
AIG

9:15 am - 9:45 am Industry Insight - Transform Contact Center and Increase Your Bottom Line with AI



9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Networking Break

Masterclass

10:45 am - 11:15 am Voice Escalations for Complex Issues from Your Digital Channels


Masterclass

10:45 am - 11:15 am Turn Customer Experience Insights into Business Results


11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm Business Meetings

12:15 pm - 12:45 pm Project Analysis - Bringing Harmonized Automation Processes to Serve Customers Needs

Nuray Gurtekin Sen - Head of Global Process & Quality, Digitization & Automation, Siemens
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Nuray Gurtekin Sen

Head of Global Process & Quality, Digitization & Automation
Siemens

12:45 pm - 1:45 pm Networking Lunch

1:45 pm - 2:30 pm Roundtable Discussion

2:30 pm - 3:00 pm Business Meetings

3:00 pm - 3:30 pm Business Meetings

3:30 pm - 4:00 pm Project Analysis - The Power of Gamification: Putting the Fun into On-boarding, Engagement, Loyalty, Retention

Jonathan Nouri - Vice President, Honors Strategy and Program Management, Hilton Worldwide
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Jonathan Nouri

Vice President, Honors Strategy and Program Management
Hilton Worldwide

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Networking Break

5:00 pm - 5:30 pm Interactive Fireside Chat

Naomi Wheeless - Head of Customer Success, Square
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Naomi Wheeless

Head of Customer Success
Square

5:30 pm - 6:00 pm Benchmarking Session - Real Success = CSMs at Scale + Customer Marketing

Perry Monaco - Head of Customer Success, LinkedIn
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Perry Monaco

Head of Customer Success
LinkedIn

6:00 pm - 6:30 pm Cocktail Reception