Exchange Day 2

7:30 AM - 8:30 AM Networking Breakfast

8:30 AM - 8:45 AM Chairman’s Opening Remarks

8:45 AM - 9:15 AM Opening Address: Is New Always Better?

Grace Vaughey, Global Head of CX Training, Airbnb

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Grace Vaughey

Global Head of CX Training
Airbnb

9:15 AM - 9:45 AM Case Study: Cloud Momentum - Delivering New Capabilities and Integrating Organizational Silos and Systems

9:45 AM - 10:15 AM Networking Break

10:15 AM - 10:45 AM Master Class: Leveraging VOC to Drive Continuous Improvement and Delight

10:15 AM - 10:45 AM BrainWeave: Technology Showcase - How to Overcome Workforce Optimization Issues

10:45 AM - 11:15 AM Business Meetings

11:15 AM - 11:45 AM Business Meetings

11:45 AM - 12:15 PM Fireside Chat: Know Your Customers – Identify Users to Serve Them Better

Gregg Fernandes, Vice President, Customer Care And Logistics, The Washington Post

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Gregg Fernandes

Vice President, Customer Care And Logistics
The Washington Post

12:15 PM - 1:15 PM Networking Lunch

1:15 PM - 1:45 PM Case Study: The Evolution of Self-Serve Customer Service

Cathy Cox, Senior Vice President - Omni Channel Strategy Business Lead, SunTrust Bank

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Cathy Cox

Senior Vice President - Omni Channel Strategy Business Lead
SunTrust Bank

1:45 PM - 2:15 PM Business Meetings

2:15 PM - 2:45 PM Business Meetings

2:45 PM - 3:30 PM Ignite Challenge: How Can You Build Real Deep Learning if Dealing with Multiple Systems and Scattered Information?

3:30 PM - 4:00 PM Networking Break

4:00 PM - 4:30 PM Business Meetings

4:30 PM - 5:00 PM Case Study: A Call for Improvement- The Road to Continuous Improvement That is Truly Continuous

Ahmed Ayad, Head of Continuous Improvement & Quality, Blue Cross and Blue Shield of North Carolina

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Ahmed Ayad

Head of Continuous Improvement & Quality
Blue Cross and Blue Shield of North Carolina

4:30 PM - 5:00 PM Case Study: Are You Speaking in a Language That Your Customer Understands?

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5:00 PM - 5:30 PM Business Meetings

5:30 PM - 6:00 PM Business Meetings

6:00 PM - 6:30 PM Closing Address: Monitor and Manage Visibility for Your Contact Center’s Efficiency

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6:30 PM - 7:00 PM Cocktail Reception