DAY 2: Tuesday, October 6th

8:15 AM – 8:30 AM (PDT)

Opening Remarks

8:30 AM – 9:00 AM (PDT)

General Motors: Innovating to Revolutionize and Transform

Like many large enterprises, General Motors faced significant change and challenge in the face of COVID-19. The organization responded by innovating and quickly evolving the customer experience (CX). From shopping to delivery, from vehicle ownership to customer support, General Motors took and fresh and pragmatic approach in how it serves its customers, all while answering the call of a nation in the midst of a medical supply crisis.

Join Travis to find out how these strategic decisions led to new customer experience initiatives and brilliant innovations, setting the stage for revolutionary change and a transformed customer journey.

		Travis Hester Global Vice President of Customer Experience General Motors

9:15 AM – 9:45 AM (PDT)

CX: Forget the New Normal — Focus on the New Exceptional

History shows that companies that adapt and innovate quickly to changing market conditions become future industry leaders. Effortless customer experiences are more important than ever. If you want to capture your customers’ hearts and a leading position in the marketplace, you need to look beyond the new normal and aim for the new exceptional.

Join Allyson as she moderates a panel of CX experts who are on the front lines of the COVID-19 pandemic, and learn tips on how to build an agile infrastructure to transform CX sustainability, resilience, and effectiveness.

		Allyson Boudousquie SVP Product Strategy Concentrix
		Bernard Slowey Sr. Director, Global Support – Digital Transformation GitHub
		Christian Jensen Customer Service Partner Operations Director Citibank
		Dave Harris Vice President, Customer Care Operations Walmart

10:00 AM – 10:45 AM (PDT)

How Overstock Uses Technology To Deliver Personalized, Proactive, and Predictive Experiences

Embracing customer feedback, engaging in active two-way dialogue, and building real relationships have become the path to further growth and retention. Successful companies must eagerly adopt the technology and workflows that place their customers purposefully in the center of everything.

Join Jimmy and Lawrence as they share how, when, and where Overstock.com has used technology to add value to communications in a way that is humane and genuine. Specifically, the two will be discussing:

• A deep dive into Overstock’s mobile-first approach
• Why a dedication to cutting-edge technological innovation remains a top priority
• The specific changes and workflows that help the company create an intuitive customer experience

		Lawrence Morrisroe Head of Product Marketing Quiq
		Jimmy Budnik Vice President of Customer Care Overstock.com

11:30 AM – 12:00 PM (PDT)

Sourcing Strategies in the New Global Economy

It goes without saying that our industry will experience lasting impacts from the events of this year, and all aspects of customer experience (CX) operations are under the microscope to ensure short and long-term success. An organization’s sourcing strategy is always a critical part of CX success, but more so now given the global economy and new challenges created by pandemic.

Join Rick for an in-depth discussion among these CX leaders to learn how top brands are working to address the critical topics related to their sourcing strategies in the current environment, including:

• Identifying the “right” mix of internal versus outsourced staff
• Learning from the challenges and best practices faced by outsourcers and vendor management organizations
• Understanding how outsourced partners can continue to create value for their clients
• Operational and vendor management changes needed to best support outsourced partners
• Determining pricing models that best support the ability to deliver consistent and high levels of service

This session promises to be an interactive and valuable discussion for organizations that outsource all or some of their CX operations, as well as outsourced partners themselves.

		Rick Zayas Vice President – CX Strategy and Performance Improvement COPC
		David Wilson Director of Vendor Operations, The Americas Uber
		Julie Weingardt Vice President, Operations Turo
		Shannon Hodges Vice PresidentGo Daddy

12:15 PM – 1:00 PM (PDT)

Improving the Customer Experience with a Virtual Flex Model

In 2018, the Nordstrom team was looking for an outsourced call center partner that could meet and exceed their quality expectations, and flexibility was a key consideration. Liveops’ virtual flex model was up for the challenge.

Join Greg and Jim as they share how Liveops and Nordstrom have blazed a trail for virtual call center innovations in customer experience and security, creating a pool of talented virtual agents who exceeded SLAs.

In this case study, you’ll learn how:

• The Liveops’ virtual flex model provides true elasticity for expected and unexpected events experienced by Nordstrom, including a catastrophic weather event and, of course, the unpredictable impacts of COVID-19
• Security in a virtual world is possible, and how Nordstrom and Liveops are trailblazing secure solutions together
• Retailers and other businesses can use key learnings to prepare for a successful holiday season, even in the face of COVID-19

		Greg Hanover Chief Executive Officer Liveops
		Jim Gallagher Vice President of Customer CARE & Fraud Nordstrom

1:15 PM – 1:45 PM (PDT)

Delivering Customer Obsession in Times of Disruption

Rising to the high bar of delivering on customer and employee obsession is challenging even in normal times. In the midst of the disruptions caused by COVID-19, it is exponentially more difficult. J.P. Morgan Chase adjusted its approach to overcome the safety, financial, and emotional stresses caused by the disruptions, and has surpassed its pre-COVID experience levels as measured by internal and external benchmarks.

Join Marbue Brown as he shares how the Chase Consumer Bank powered through the disruption to continue raising the bar for the customer and employee experience, including the five pillars of customer obsession for times of disruption.

		Marbue Brown Head of Customer Experience – Consumer Banking JPMorgan Chase & Co.

2:00 PM – 4:30 PM (PDT)

Braindates

Mindshare in a whole new way — have a Braindate! Braindate is a simple-to-use platform for meeting up virtually — one-on-one or in groups of five. All meeting opportunities are created and discovered by you and other users based on shared interests in specific CX topics. It’s a simple way for attendees to be the CEO’s of their own learning journeys and networking paths. In other words, Braindate is your chance to gain critical insights from others — just like at a live event. To receive your personal invitation to join the Braindate platform, all you need to do is Register for Virtual CRS. Please note, Braindates are exclusive to corporate brand registrants and the sponsoring partner.

Join or Schedule a Braindate Now!

		Thank You to Our Braindate Sponsor: Clear Harbor

DAY 3: Wednesday, October 7th

8:15 AM – 8:30 AM (PDT)

Opening Remarks

8:30 AM – 9:00 AM (PDT)

Transforming Care Through Service Excellence

Human Care is foundational to Humana’s enterprise strategy. It is what Humana does and provides, making the healthcare experience easier, more personalized, and more caring. To deliver on Human Care, we’ve transformed our technology, processes, analytics, and culture to reshape our end-to-end customer experience.

Humana was at the frontline of the COVID-19 crisis ensuring members received the Human Care they deserved. As the world changed overnight, our foundational technology work over the past 18 months created pathways for more immediate solutions and robust predictive capabilities. This was instrumental in delivering help to members in need of food, medical access, and transportation. We turned the crisis into an opportunity that has led to healthcare innovations and community wellness.

Join Vicki as she shares how Humana’s service operations are bringing these end-to-end experiences to life, delivering simpler care and better health every day to our members and providers.

		Vicki Perryman Senior Vice President of Consumer & Provider Services and Solutions Humana

9:15 AM – 9:45 AM (PDT)

The New Look of Culture and Engagement in CX Operations

As we continue to settle into the new normal, many organizations are still struggling with how to stay connected with their employees. Maintaining a strong corporate culture and high employee engagement is crucial for customer experience (CX) success. As the saying goes, “Happy Employees equals Happy Customers.” But now, with remote work continuing and office dynamics changing (for those allowed to go back), what does instilling, maintaining, and enhancing culture look like, and how do we measure engagement?

Join Kory as he moderates a panel discussion with leading brands exploring these and other questions:

• What has and hasn’t worked to maintain culture remotely in CX operations?
• How is culture impacted in our new office / in-center environments?
• How have hiring, onboarding, and training employee programs adapted?
• How do we measure employee engagement in this new normal?

		Kory Laszewski VP Customer Experience Innovation TELUS International
		Candy Lockwood Director of Customer Experience Progressive Insurance
		Victoria Boston Vice President, West Division, Loyalty Centers of Excellence Comcast NBC Universal
		Matt Zurcher Sr. Vice President, Customer Care HomeAdvisor

10:00 AM – 10:45 AM (PDT)

The Choice Hotels Story: From Skeptic to Believer in Conversational AI

Choice Hotels, one of the largest hotel franchises in the world with over 7,000 hotels including EconoLodge, Clarion, Comfort Inn, Quality Inn, and more, had a bumpy experience with their initial conversational AI implementation. Despite the dissatisfaction, they didn’t give up chasing the voice channel experience they wanted for their customers.

Join Brian, Jason, and Pauline as they share details about Choice Hotels’ journey with AI-powered virtual agents, including the successes that finally moved Choice Hotels from skeptic to believer. Learn what conversation AI has meant for their business, and find out about:

• The evolving capabilities and cost efficiency of virtual agents
• 3 things Choice Hotels wish they knew before they started
• Whether it’s better to Buy or Build for your business
• Navigating the complexities of doing voice automation well

		Brian Morin CMO SmartAction
		Jason Coats Sr Director of Customer Care Strategy
		Pauline M. Aponte Sr Manager, Analytics and Workforce Management Choice Hotels

11:15 AM – 11:45 AM (PDT)

The Human-AI Interaction: How AI, Automation, and Agents Are Driving Better CX

Artificial intelligence (AI) has quickly changed the technology landscape for contact centers. Organizations need to capture the benefits of combining AI with human capabilities to deliver seamless, conversational customer interactions.

Join this panel discussion exploring Human-AI interaction to understand why humans and AI-powered solutions shouldn’t be seen as exclusive alternatives, but instead as a powerful partnership with one learning from the other. Listen in and explore these and other topics:

• How AI will enable a new age of intelligent engagement
• Why humans and AI are better when working together
• How the latest innovations help humans and AI learn from each other

		John Dionne Director of Design and Optimization Nuance
		Jennifer Hanson Sr. Director, Target.com Target
		Mike Gathright SVP & Head of Customer Experience Hilton
		Richard Weeks Head of Conversational Experiences – Consumer Digital Office U.S. Bank

12:00 PM – 12:30 PM (PDT)

Allyship: Creating a Much Needed, Authentic Relationship

Allyship isn’t just a new buzz word — it is a description of an important relationship that more of us need to pursue, both in our personal and professional lives. Allyship has the power to positively reshape a company’s culture and help initiate meaningful change.

Join Corey as he provides some important relationship advice that can help put your brand on the right path for an inclusive culture. Learn how to lay the groundwork for initiating actions built on a firm foundation of empathy, advocacy and activism, generating positive results.

		Corey Flournoy Global Head of Inclusion and Diversity Groupon

12:45 PM – 1:15 PM (PDT)

Stepping Back to Progress Forward: A Dialectic In AI

Artificial intelligence (AI) is a clear part of our future, both in our own day to day lives, and in the experiences we provide to our customers. And while AI is changing everything, it is still itself rapidly evolving.

For many companies, early adoption and deployment of AI-powered solutions performed well and earned much deserved recognition. But as the technology has evolved, it’s clear that some of the earliest AI-powered solutions are now hampering the ability to deliver an easy, personalized, automated, and targeted solution.

Join Brett as he shares the successes and challenges of an 18-month journey with Sun Basket’s ground-breaking chatbot, Sunny B. Learn how early successes gave way to new challenges, and get an insider’s look at the company’s decision to take a step back, reevaluate, and develop a new AI framework that allows for enhanced automation capabilities across multiple customer touchpoints.

		Brett Frazer Vice President of Customer Service Sun Basket

1:30 PM – 5:00 PM (PDT)

Braindates

Mindshare in a whole new way — have a Braindate! Braindate is a simple-to-use platform for meeting up virtually — one-on-one or in groups of five. All meeting opportunities are created and discovered by you and other users based on shared interests in specific CX topics. It’s a simple way for attendees to be the CEO’s of their own learning journeys and networking paths. In other words, Braindate is your chance to gain critical insights from others — just like at a live event. To receive your personal invitation to join the Braindate platform, all you need to do is Register for Virtual CRS. Please note, Braindates are exclusive to corporate brand registrants and the sponsoring partner.

Join or Schedule a Braindate Now!

		Thank You to Our Braindate Sponsor: Clear Harbor