Digital transformation is ushering in an era of unprecedented change: Ignore this at your peril. Be the one to lead your company into the future and develop a roadmap to ensure your organization is not left behind.

Today’s consumer has complex communication needs: Their customer experience is of paramount importance to your organization’s market leadership. Be the company that lives up to its expectations and proactively engage your customers in the delivery channels they want, and with the personalization, empathy and transparency they demand.

Automation is Accelerating: Organizations today are now shifting their focus from labor-intensive communication services to a more diversified set of platform-based, technology-driven services. Keep pace with the advancements, know when to hit the trigger, and get ready for the disrupters still to come.

There is a People Revolution: Expect your future workforce to be radically different. Today’s employees have changed the game with regard to what attracts them to a company, what motivates their peak performance, and what makes them stay and grow with you. Come up with the right game plan to ensure you have the talent in place that will propel your customer experience to the next level.

You Still Have to be “All That”: Amidst all the disruption, the innovation, and consumer upheaval comes the unabated demand for you and your team to be operationally efficient and effective. Plan for the “must have” people, process, and technology you need in order to meet the expectations placed on you by senior management.

Customer Contact East: A Frost & Sullivan Executive MindXchange is THE place to be to define the future of your company and your career in a time when change is the norm. Find out how to navigate the transformation of the customer experience to ensure your company stays ahead of the curve. For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at

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Agenda Highlights

The 2017 Program Agenda is preliminary and will be updated as information becomes available.

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


KEYNOTE – Game Changer: Leading Your Company into the Future with a Transformational Customer Experience

KEYNOTE – Calculating the Wins and Losses of Customer Engagement for the Enterprise

KEYNOTE – Reengineering Contact Center and Organizational Processes

CAPSTONE KEYNOTE – An Agent of Change: How Contact Center Executives can Ignite the Organization and Move Beyond the Status Quo

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. Building Brand Trust: The Art of Caring for and About Your Customer
Zone 2. Aligning Customer, Company, and Community Outcomes
Zone 3. The Reinvention of Chat as a Channel
Zone 4. The Mastery and De-mystification of Workforce Management
Zone 5. Enterprise-Wide Successes: Mining Contact Center Data to Drive Improvements and Capture Opportunities
Zone 6. Renewing the Customer Journey

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. Personalizing the Customer Experience: Sustainable Engagement Strategies
Zone 2. Customer Experience Innovation: Finding Opportunity in Disruption
Zone 3. Right Channeling Self-Serve:  Developing a Cost/Benefit Analysis
Zone 4. Leading Multi-Generational Customer Contact Teams
Zone 5. The Nuts and Bolts of Re-engineering Business Processes and its impact on the Customer Experience
Zone 6. An Action Plan for Engaging the Organization in the Customer Journey

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

Zone 1. Charting Your Course on the Customer Experience Maturity Curve
Zone 2. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives
Zone 3. Living the Day to Day: A Forum for Contact Center Operations Managers
Zone 4. Contact Center Optimization on a Shoestring
Zone 5. B2B Nuances: Platforms and Processes to Optimize Business Development and Relationships

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

Zone 1. Reducing Customer Effort: Building a Model for the Easy Button
Zone 2. Attain Real Business Value and Fast ROI Across All Your  Digital Channels
Zone 3. Back to the Future:  Creating an Extraordinary IVR Experience
Zone 4. Intelligent Agents: Building Competencies During Digital Transformation
Zone 5. Finding the True Root Cause: The Building Blocks of an Impactful Customer Experience Investigation

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. Moving the Needle: Driving the Organization’s Strategy via the Voice of the Customer
Zone 2. Applying Analytics to Reduce Customer Attrition and Revenue Compression
Zone 3. Deliver Effortless Customer Service at Scale via Messaging, Artificial Intelligence and Chatbots
Zone 4. Measuring and Managing the Omni Channel Agent Experience

The Sourcing Clinic - The A-Zs of Transforming How You Deliver Customer Care

The Case - Crowdsourcing a Business Case Template for Investing in Next Generation Capabilities

The Fix - Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Case Studies & Executive Insights

Frost & Sullivan Visionary Insight – Smart and Simple: How Artificial Intelligence Will Change the Fundamental Nature of Customer Contact and Customer Experience

Success Story - Mapping a 3 – 5 Year Plan for the Customer Contact Center

Real World Insights – Dynamic Duos: How Customer Contact and Marketing Will Fuse to Create an Unbeatable Customer Engagement Team

Case History – Best Practices in Social as a Channel : Courting Brand Ambassadors and Preventing Social Media Fires

Best Practices - Executing on a B2B Tiered Service Strategy

Expert Panels

Ask the Experts! Panel Discussion: C-Suite Influential: Developing Savvy Career Skills to Elevate Your Role in the Organization

Insights and Idea Roundup – Implementing the Best, Brightest and Boldest Ideas from the Program

Site Tour And Roundtable

Royal Caribbean Contact Center Site Tour

Customer Engagement Leadership Council Executive Roundtable

Solutions Wheel

Play the “wheel” to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading solution providers – both intense and fulfilling


Participant Meet-Ups – Keep your networking engines revving! Participants will gather by industry, business model, and contact center size for hosted conversation on shared dynamics

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 13th 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!


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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.
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