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 Project Analysis - Optimize Customer Experience with Workforce Management

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Networking Break

Masterclass

10:45 am - 11:15 am Ready to Revamp your Quality Monitoring Program?

BrainWeave

10:45 am - 11:15 am Customer Service in the Digital Era

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 - 2:15 pm Project Analysis - Upskill Your Workforce Through Agent Training and Development

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 4:00 pm Roundtable Discussion

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Networking Break

5:00 pm - 5:30 pm Project Analysis - Balance of Virtual Agents and Human Agents

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