10:00 AM – 11:30 AM PDT
1:00 PM – 2:30 PM EDT

Corporate Forum

Peer-to-Peer CX Leadership Collaboration – Exclusively for Corporate Brand Leaders

This session is not available on-demand

7:15 AM – 7:30 AM PDT
10:15 AM – 10:30 AM EDT

Opening Remarks

Chad McDaniel

7:30 AM – 8:15 AM PDT
10:30 AM – 11:15 AM EDT

Keynote: A Balanced Approach to CX for Extraordinary Outcomes

Paul Brandt

8:15 AM – 9:00 AM PDT
11:15 AM – 12:00 PM EDT

Panel: Re-Working Digital CX: A Reality Check with Top Brands

Kevin Bottoms

Deserie Dulaney

Jason Clement

John Riordan

9:15-AM – 10:00 AM PDT
12:15 PM – 1:00 PM EDT

Panel: Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential

Ellie Dubbs

Sandra Diggs-Miller

Jim Gallagher

Karine Poulin

10:00 AM – 10:45 AM PDT
1:00 PM – 1:45 PM EDT

Case Study: Cummins: A Proactive Approach to Forecasting Beyond the Contact Center

John J. Weippert

Dave Hoekstra

11:00 AM – 11:45 AM PDT
2:00 PM – 2:45 PM EDT

Keynote: The Adaptive Change: How Fanatics Inc. Provided a Strong eCommerce CX in a Time of Immense Change

Carolyne Truelove

12:00 PM – 12:45 PM PDT
3:00 PM – 3:45 PM EDT

Breakout Sessions: Coffee Talks

Exclusively for Corporate Brand Leaders

1:00 PM – 1:45 PM PDT
4:00 PM – 4:45 PM EDT

Keynote: The Secret To Driving Engagement With A Remote Workforce

Whitnee Hawthorne

7:15 AM – 7:30 AM PDT
10:15 AM – 10:30 AM EDT

Welcome & Opening Remarks

Chad McDaniel

7:30 AM – 8:15 AM PDT
10:30 AM – 11:15 AM EDT

Keynote: Verizon: Moving the World with a Personal Touch

Phil Leininger

8:15 AM – 9:00 AM PDT
11:15 AM – 12:00 PM EDT

Panel: Doing Contact Center Quality Assurance the Right Way

Chris Vodola

Chris Purpura

Kelley Cutforth

Emily Estes

Sagarika Prusty

9:15 AM – 10:00 AM PDT
12:15 PM – 1:00 PM EDT

Case Study: How Comcast Transformed its Chat Platform to Enable More Personalized Customer Experiences 

Robert Weideman

Ellen Stecklair

10:00 AM – 10:45 AM PDT
1:00 PM – 1:45 PM EDT

Panel: The Importance of Research to the Modern CX Executive

Fancy Mills

Daniel Mendez Costabel

Brandon Linton

China Scroggins

11:00 AM – 11:45 AM PDT
2:00 PM – 2:45 PM EDT

Case Study: Harnessing Call Center Data – A Real World Story

Intelligent Automation turns data insights into call center action

Jennifer Lee

Kevin Jolliffe

12:00 PM – 12:45 PM PDT
3:00 PM – 3:45 PM EDT

Breakout Sessions: Coffee Talks

Exclusively for Corporate Brand Leaders

1:00 PM – 1:45 PM PDT
4:00 PM – 4:45 PM EDT

Keynote: Taking a Customer–Centric Approach to Trust & Safety 

Radha Penekelapati