Exchange Day 3

7:30 AM - 8:00 AM Networking Breakfast

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

8:45 AM - 9:15 AM Opening Address: Using Quality Management to Create the Perfect Experience for Customers

Christopher Surges, Senior Vice President Operations Group Manager/Chief Knowledge Officer, US Bancorp Fund Services


Christopher Surges

Senior Vice President Operations Group Manager/Chief Knowledge Officer
US Bancorp Fund Services

9:15 AM - 9:45 AM Case Study: Bridge the Silos to Integrate Data across Multiple Systems into a Centralized Place

David Lovely, Head of Contact Center Operations, Brookdale


David Lovely

Head of Contact Center Operations

9:45 AM - 10:15 AM Networking Break

10:15 AM - 10:45 AM Business Meetings

10:45 AM - 11:15 AM Business Meetings

11:15 AM - 11:45 AM Case Study: Positioning the Customer Experience to be a Strategic Advantage

Ed Ariel, Vice President of Customer Service, ezCater


Ed Ariel

Vice President of Customer Service

11:45 AM - 12:15 PM Closing Address: The Power of Listening- Having the Ability to Deliver Supreme Customer Support

12:15 PM - 12:45 PM Exchange Concludes