Customer engagement is the next wave of innovation and the contact center is perfectly positioned to elevate its corporate role as a driver of this transformation. To deliver customer satisfaction that drives growth and revenue, customer service and customer call centers must deepen the level of customer engagement in an omni channel world , and do it efficiently and effectively. Call center, automated and online self-serve, chat, mobile, social, and video channels are all opportunities to leverage technology to raise the bar on service and create a unique brand experience and identity. Agents need to be engaged as well, modern customer service software and technology needs to be in invested in, and best practices and processes need to be in place.

All this and so much more will be covered at the 13th Annual Customer Contact, East: A Frost & Sullivan Executive MindXchange. This event is uniquely collaborative in nature: Wildly candid discussions between participants generate ideas and insights you will not get anywhere else. It's a spark of inspiration drawn from great minds in customer contact, customer care, customer service, customer experience management, call centers, and operations.

For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at

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Navigate the new era of customer engagement with confidence.

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Why You Must Attend

  1. Customer Engagement is Undergoing its Own Form of Digital Transformation - Are you ready for the post-millennial control shift to mobile, chat, and social media customer interactions? Develop a roadmap for transformation and move the customer care bar from good to great".
  2. It's A New Connected World - Understand the advanced technologies now available to address evolving needs and the real threats facing the adoption of new consumer technologies.
  3. Are You in the Cloud? - It's no longer a question of whether to utilize the cloud, but how and when. Develop your plan to take advantage of the growth in cloud and ensure you keep pace with today's fast-changing technologies
  4. Overcome The Consumer's Love/Hate Relationship with Customer Service - Get ready to treat every customer as an individual rather than faces in the crowd. Fine tune techniques for providing a seamless and personalized conversation to create stickiness with your customers
  5. Is Complexity Driving You Crazy? - Complex products and services, intricate systems interfaces and a dizzying array of measurements and key performance indicators (KPIs) that agents and managers are trying to meet is the reality in the contact center space today. Learn how to penetrate new markets and grow existing ones by deploying creative solutions

Agenda Highlights

The 2017 Program Schedule will be released within the coming months.

For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at

2016 Keynotes featured:

Keynote: Engaging with the Consumer of the Future: The Next Wave of Innovation

Brian David Johnson.jpgBrian David Johnson
Futurist in Residence
Center for Science and the Imagination

Arizona State University

Keynote: The Secret Sauce: Empathetic and Engaged Agents!

jeff.jpgJeffrey VanDeVelde
Senior Vice President
Director Insights and Client Experience

SunTrust Bank

Keynote: At the Leading Edge of a Personal Customer Experience

ajit.jpgAjit Sivadasan
Vice President & General Manager
Global eCommerce


Case Studies & Executive Insights

CASE HISTORY - Reimagining Customer Engagement: How One Contact Center Helped the Enterprise Get to the Forefront of Innovation

FROST & SULLIVAN VISIONARY INSIGHTGame Changing Technologies on the Horizon

SUCCESS STORYGoing Beyond Up Sell and Cross Sell: How the Contact Center Can Drive Revenue through Deeper Customer Relationships


CASE HISTORY - Perfecting the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less

CASE HISTORY - Actionable Application of Big Data

CASE HISTORY - Chat with Your Customer: Real Time and Personal

Interactive Collaboration Zones

Fireside Chats - Fireside Chats are informal conversations that draw upon the experience and expertise of the featured executive and/or use case.

Zone 1. Knowing What’s Next for Each Customer Persona
Zone 2. The Easy Button: How First Tennessee Bank & UBS Leverage Technology to Reduce Effort
Zone 3. Personalizing Customer Engagement on Mobile
Zone 4. Leverage Your Online Community (ies) to Improve the Customer Experience
Zone 5. Text is the New Talk: Use Cases for Engaging Millennial-Minded Consumers
Zone 6. Strategies for a Connected World: How Cox Communications Uses Customer Support to Stand Out from the Crowd

Roundtables - Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Zone 1. So You Want To Know What Your Customers Want? Try Asking Them!
Zone 2. Cutting-Edge Techniques for Enhancing the Quality of Agent Communications: Evaluations, KPIs and Speech Analytics
Zone 3. Exploring the Possibilities: Incorporating Video Agent Interaction into Your Customer Experience Strategy
Zone 4. Seizing The Micro Moment: Optimizing Customer Experience and Support in Every Engagement
Zone 5. The Customer of the Future: Are You Readying for the Post-Millennial Generation?

Peer Councils - Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives
Zone 2. Contact Center Optimization on a Shoestring
Zone 3. Customer Contact, Up in the Cloud
Zone 4. B2B: The Unique Nature of Customer Service

ThinkTanks - ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Zone 1. Customer Experience Journey Mapping: How to Design an End-to-End Journey
Zone 2. A New Approach to Employee Engagement and Retention
Zone 3. Automated Customer Care with a Human Touch
Zone 4. Measuring and Managing the Omni Channel Agent Experience
Zone 5. From 0 to Digital: Orchestrating Processes for Customer Engagement Excellence

Best Practices - Best Practice sessions examine a real world use case; dissect the best practices employed, and explore how to apply them to your own initiative and company.

Zone 1. Walgreens: Making the Customer Journey Personal
Zone 2. Employees & Pajamas: How and Why Home Agent Programs Work
Zone 3. The Power of Natural Voice Technology: How Royal Caribbean is Creating at Truly Personalized Experience
Zone 4. Designing an Omni Channel Approach to Self Service

The Sourcing Clinic

The Sourcing Clinic – If you need to know what really works, the current trends and challenges, the new technologies and opportunities, and the transformation in provider relationships that drive a savvy sourcing strategy …then this is THE place to be.

WHAT, WHEN AND WHERE: Mapping Your Outsourcing Strategy and Shores

HOW: Assessing Outsourcing Vendor Capabilities; Governing the Relationship; and Partnering on Innovation

Expert Panels

IDEA CENTER AND FORUM: Continuous Process Improvement in Customer Care

ASK THE EXPERTS! PANEL DISCUSSION – Finding Your Balance: How Deep Does Customer Engagement Really Need to Go?


Anchors Away Kickoff Reception - Meet and greet your fellow peers and colleagues while enjoying a little C&C, conversation & cocktails!

Four Truths and a lie Networking Reception - Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.

Early Risers Run/Walk - Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking!

Beach Party Featuring the 12th Annual Customer Contact Beach Olympics - Hors d’oeuvres, buffet dinner and just plain beach olympics fun! Gear up for a night of Olympic games on the beach! Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze!

Site Tours

Disney Reservation Contact Center Site Tour

The Disney Destinations Call Center is the epicenter of customer service and reservations for all Disney destination properties including Disney World Resorts and Disney World Dining. The center handles an impressive volume of 13 million calls annually and whether through a phone call, an email, a web chat or even a letter, we help our Guests create "Magical Memories that last a lifetime."


pdf-icon_24x24.pngDownload the Full Brochure

Chronicles-Books_CCS.jpgExecutive MindXchange Chronicles

Get ready for 13th Annual Customer Contact, East. Secure your copy of the Executive MindXchange Chronicles, which include key takeaways and action items from all of the sessions. You'll have the option to add the Chronicles during your registration at an discount.
Click HERE for More Details

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