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 Matthew.McSweegan@frost.com
2016 Keynotes featured:
Keynote: Engaging with the Consumer of the Future: The Next Wave of Innovation
Futurist in Residence
Center for Science and the Imagination
Arizona State University
Keynote: The Secret Sauce: Empathetic and Engaged Agents!
Senior Vice President
Director Insights and Client Experience
Keynote: At the Leading Edge of a Personal Customer Experience
Vice President & General Manager
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 INSIGHT – Game Changing Technologies on the Horizon
SUCCESS STORY – Going Beyond Up Sell and Cross Sell: How the Contact Center Can Drive Revenue through Deeper Customer Relationships
EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM – The Nuances of NPS
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 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
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!
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."