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Monday, October 24, 2022 – Pre-Conference

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9:00 AM – 5:30 PM

Registration

 

1:00 PM – 5:30 PM

Pre-Conference Workshops

The 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

Workshop

Supporting Mental Health in the Workplace – Creating a Stigma Free Environment

Workshop Host: NAMI: National Alliance on Mental Illness

2:00 PM – 3:00PM

Workshop

Modern Employee Experience in the Contact Center of the Future

Workshop Host: HGS

 

3:15PM – 4:15 PM

Workshop

Power Up Your CX with Conversational AI

Workshop Host: Cognigy, Inc.

4:30 PM – 5:30 PM

Workshop

Transform Your Outsourcing Approach for Improved Results

Workshop Host: COPC Inc.

 

5:30 PM – 7:30 PM

Welcome Reception

Sponsored By: Glady

Tuesday, October 25, 2022 – Day 1

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7:15 AM – 8:15 AM

Breakfast & Registration

 

8:15 AM – 8:45 AM

Conference Kick-off

 

8:45 AM – 9:30 AM

Keynote

CX Innovation at Amazon, the World’s Most Customer-Centric Company

Presented By: Alice Sesay Pope, Amazon

 

9:30 AM – 10:15 AM

Panel Discussion

Balancing CX Digitalization with the Human Touch

Moderated By: 24-7 Intouch

10:15 AM – 10:45 AM

Networking Break

 

10:45 AM – 12:15 PM

Customer Shop Talks

Emerge 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

12:15 PM – 1:00 PM

Lunch 

 

1:00 PM – 1:45 PM

Panel Discussion

Exploring CX Trends to Unleash Your Inspiration, Innovation, and Imagination

Moderated By: Nuance Communications

 

1:45 PM – 2:30 PM

Case Study

Tapping Into the Power of GigCX and Customer Advocacy

Presented By: Zwift & Limitless

 

2:30 PM – 2:45 PM

Networking Break

 

2:45 PM – 3:30 PM

Panel Discussion

Optimizing CX Through Automation and AI

Moderated By: TELUS International

 

3:30 PM – 4:15 PM

Keynote

FTD’s Digital CX Transformation Amidst a Challenging Backdrop

Presented By: John McCahan, FTD

4:15 PM – 6:15 PM

Innovations Lab & Cocktail Hour

Sponsored By: CallMiner

 

6:45 PM – 9:45 PM

Evening Networking Event

Sponsored By: AWS

 

Wednesday, October 26, 2022 – Day 2

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8:00 AM – 9:00 AM

Breakfast 

 

9:00 AM – 9:30 AM

Conference Opening

 

9:30 AM – 10:15 AM

Keynote

Welcome to Hilton, Where We’re Humanizing the Digital Experience

Presented By: Mike Gathright, Hilton

 

10:15 AM – 11:15 AM

Moments of Brilliance

Scaling 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 Discussion

The Future of CX Unlocked by the Metaverse

Moderated By: Concentrix

12:15 PM – 12:45 PM

Keynote

Smilemakers: Leveraging the Power of Innovation and Tech to Up-Level Your Customer Experience

Presented By: Alvin Stokes, SmileDirectClub

 

1:00 PM – 2:00 PM

Lunch