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9:00 AM – 5:30 PM |
Registration
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1:00 PM – 5:30 PM |
Pre-Conference WorkshopsThe Customer Response Summit (CRS) Workshops, led by a subject matter expert, provide an opportunity to engage with other CX leaders and go deep on a specific subject. By design, these 60-minute CRS Workshops will have defined learning objectives, inspire interactive discussions, and provide dynamic engagement through an exercise, a demo, or lively discussion. |
1:00 PM – 1:45 PM |
WorkshopSupporting Mental Health in the Workplace – Creating a Stigma Free EnvironmentWorkshop Host: NAMI: National Alliance on Mental Illness |
2:00 PM – 3:00PM |
WorkshopModern Employee Experience in the Contact Center of the FutureWorkshop Host: HGS
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3:15PM – 4:15 PM |
WorkshopPower Up Your CX with Conversational AIWorkshop Host: Cognigy, Inc. |
4:30 PM – 5:30 PM |
WorkshopTransform Your Outsourcing Approach for Improved ResultsWorkshop Host: COPC Inc.
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5:30 PM – 7:30 PM |
Welcome ReceptionSponsored By: Glady |
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7:15 AM – 8:15 AM |
Breakfast & Registration
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8:15 AM – 8:45 AM |
Conference Kick-off
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8:45 AM – 9:30 AM |
KeynoteCX Innovation at Amazon, the World’s Most Customer-Centric CompanyPresented By: Alice Sesay Pope, Amazon
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9:30 AM – 10:15 AM |
Panel DiscussionBalancing CX Digitalization with the Human TouchModerated By: 24-7 Intouch |
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10:15 AM – 10:45 AM |
Networking Break
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10:45 AM – 12:15 PM |
Customer Shop TalksEmerge as a CX Leader By Unlocking the Value of AI in Your Contact Center – Presented By: Nuance & Consumers Credit Union Optimizing Performance Among a Remote Workforce – Presented By: Laivly Unlock Better Business Outcomes with Customer Data – Presented By: AWS The Rise of Empathy and Experience Orchestration – Presented By: Genesys |
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12:15 PM – 1:00 PM |
Lunch
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1:00 PM – 1:45 PM |
Panel DiscussionExploring CX Trends to Unleash Your Inspiration, Innovation, and ImaginationModerated By: Nuance Communications
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1:45 PM – 2:30 PM |
Case StudyTapping Into the Power of GigCX and Customer AdvocacyPresented By: Zwift & Limitless
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2:30 PM – 2:45 PM |
Networking Break
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2:45 PM – 3:30 PM |
Panel DiscussionOptimizing CX Through Automation and AIModerated By: TELUS International
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3:30 PM – 4:15 PM |
KeynoteFTD’s Digital CX Transformation Amidst a Challenging BackdropPresented By: John McCahan, FTD |
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4:15 PM – 6:15 PM |
Innovations Lab & Cocktail HourSponsored By: CallMiner
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6:45 PM – 9:45 PM |
Evening Networking EventSponsored By: AWS
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8:00 AM – 9:00 AM |
Breakfast
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9:00 AM – 9:30 AM |
Conference Opening
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9:30 AM – 10:15 AM |
KeynoteWelcome to Hilton, Where We’re Humanizing the Digital ExperiencePresented By: Mike Gathright, Hilton
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10:15 AM – 11:15 AM |
Moments of BrillianceScaling Customer Support without Sacrificing Quality – Presented By: Simplr & one of the world’s largest quick service restaurants Delivering Exceptional Experiences, Acting on Insights, and Ensuring ROI in an Accelerated Fashion – Presented By: Continuum & Truist How Nintendo of America Leveled Up Support with Channel of Choice and Bots – Presented By: Quiq & Nintendo |
11:15 AM – 11:30 AM |
Networking Break |
11:30 AM – 12:15 PM |
Panel DiscussionThe Future of CX Unlocked by the MetaverseModerated By: Concentrix |
12:15 PM – 12:45 PM |
Keynote
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1:00 PM – 2:00 PM |
Lunch
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