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December 2-4, 2018
Miami, FL

Exchange Day 3

8:00 am - 8:30 am Networking Breakfast

8:30 am - 9:00 am Chairperson’s Opening Remarks

8:45 am - 9:15 am Benchmarking Session - Effortless Care Experiences: Making Healthcare Easy

Sara Laskey - Vice President and Chief Experience Officer MetroHealth System
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Sara Laskey

Vice President and Chief Experience Officer
MetroHealth System

9:15 am - 9:45 am 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

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Business Meetings

10:45 am - 11:15 am Networking Break

11:15 am - 11:45 am Project Analysis - Effectiveness of Social Media as a Customer Service Tool

11:45 am - 12:15 pm Benchmarking Session - 360 Degree Customer View: Impacts on Customers, Agents, and Organizations

12:15 pm - 12:45 pm Exchange Concludes