KEYNOTE - Positive Change: How Contact Center Executives can Ignite the Organization and Move Beyond the Status Quo
KEYNOTE – Game Changer: Leading Your Company into the Future with a Transformational Customer Experience
President and Chief Executive Officer
KEYNOTE – Calculating the Wins and Losses of Customer Engagement for the Enterprise
KEYNOTE – Reengineering Contact Center and Organizational Processes
Interactive Collaboration Zones
Zone 1. The Human Side of Customer Management: Caring for the Customer as a Person
Zone 2. Leveraging Customer Insight to Drive Customer Experience and NPS
Zone 3. The Reinvention of Chat as a Channel
Zone 4. Workforce Optimization: Achieving Excellence and Improving Your Bottom Line
Zone 5. Renewing the Customer Journey
Zone 6. Enterprise Success: How Actionable Data Drives Improvements in Your Core Business and Customer Experience
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. Improving the Customer Journey: Navigating through the Data Lake
Zone 2. Customer Experience Innovation: Finding Opportunity in Digital Disruption
Zone 3. Right Channeling Self-Serve: Developing a Cost/Benefit Analysis
Zone 4. Increasing Employee Engagement: How Schedule-Change Empowerment has become “the New Currency for Recruiting and Retention Effectiveness
Zone 5. An Action Plan for Engaging the Organization in the Customer Journey
Zone 6. The Nuts and Bolts of Re-engineering Business Processes and its impact on the Customer Experience
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
Zone 6. Making Change Happen
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. Sentiment Does Not Equal Action: How an Effective Customer Engagement Dashboard Drives Better Business Outcomes
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. Coaching for the Win: Mobilizing the Millennial-Driven Workplace
The Outsourcing 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
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
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
Segway Food Tour – Always wanted to ride a segway? Is a Ft. Lauderdale food tour on your bucket list? No? It should be. Join us on a segway food tour as we pass by picturesque backgrounds in Birch State Park. We'll stop for awe-inspiring views of the ocean and enjoy special food tastings along the way. Lunch and transportation are included.
Sip, Sail & Treasure Hunt – Join us on “Tranquility”, a state of the art 40 ft catamaran, while we create unforgettable memories together. We'll network, listen to some tunes and sip on wine, while taking in breathtaking views of the grand mansions and mega yachts on Millionaire's Row. Along the way, we'll be making a special stop at a private beach where we'll embark on our own treasure hunt! Lunch and transportation are included.
Party Under The Palms Networking Reception – Meet your fellow peers and colleagues and enjoy a little conversation & cocktails, under the palms, as we get excited for the days ahead!
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
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!