Exchange Day 1

11:00 AM - 11:45 AM Exchange Registration & Welcome Brunch

11:45 AM - 12:15 PM Speaker, Delegate & Solution Provider Orientation

12:15 PM - 12:30 PM Chairman’s Opening Remarks

12:30 PM - 12:45 PM Ice Breaker Activity

12:45 PM - 1:15 PM Opening Address: Let Your Employees be the CEO with the Unified Desktop

Rob Maar, Global Head of Contact Center Best Practices- Consumer Operations, AIG

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Rob Maar

Global Head of Contact Center Best Practices- Consumer Operations
AIG

1:15 PM - 1:45 PM Business Meetings

1:45 PM - 2:15 PM Business Meetings

2:15 PM - 2:45 PM Master Class: Elevating Contact Center Performance with Robotic Process Automation

2:15 PM - 2:45 PM BrainWeave: How Intelligent Self-Service powered by AI is Changing the Contact Center Landscape

2:45 PM - 3:15 PM Networking Break

3:15 PM - 3:45 PM Case Study: Ensuring Consistency of Customer Relations and Issue Resolution Processes

Rachael Zaluzec, Senior Director, Customer Relations & CRM, Volkswagen Group of America

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Rachael Zaluzec

Senior Director, Customer Relations & CRM
Volkswagen Group of America

3:45 PM - 4:30 PM Ignite Challenge: How Do You Maintain Quality Control of Representatives When They Aren’t In-House?

4:30 PM - 5:00 PM Business Meetings

5:00 PM - 5:30 PM Business Meetings

5:30 PM - 6:00 PM Fireside Chat: Virtual Assistants for Customer Service - Are They Your Friends or Foes?

Gabriele Masili, General Manager, Customer Service & Support, Microsoft

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Gabriele Masili

General Manager, Customer Service & Support
Microsoft

6:00 PM - 6:30 PM Cocktail Reception & Dinner