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Agenda

You want interaction and conversation when you come to an event with so many of your peers in the room. Not a speech. At an Executive MindXchange, you'll be immersed in an audience where the participants, speakers and solution providers are one--an 80% interactive format creates an environment that is alive and engaging. What’s more, you'll be tapping into the emerging trends in customer experience by spending time with our team of customer service industry analysts and research executives. The content will help you flesh out more ideas about how to connect your brand to future clients. Through a mix of interactive sessions, the Executive MindXchange provides a stage for executives in customer contact, customer experience, customer service, call centers and customer operations who want to get new ideas and creative approaches to common challenges to discuss and collaborate on critical customer loyalty issues in an intimate setting.

The 2018 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

The below information is from our 2017 Executive MindXchange.

pdficon_16x16.gifDOWNLOAD THE FULL AGENDA


Choose Between Six Different Collaboration Zones

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Choose one of the following zones:

Zone 1. Raising the Bar on Customer Care

Zone 2. Delivering Value to the Organization

Zone 3. Leveraging Modern Customer Contact Channels

Zone 4. Developing and Managing Superior Agents

Zone 5. Customer Journey Strategy and Implementation

Zone 6. Delivering Smart Service

Saturday, April 08, 2018 - Arrival Day
7:00 PM Suggested Arrival Time

Arrive Saturday to participate in Sunday's Networking Activities

Sunday, April 09, 2018 - Networking Day

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

9:00 AM

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.

Hosted by:

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10:00 AM

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.

Hosted by:

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3:15 PM Sponsor Workshop
4:45 PM Sponsor Registration & Orientation Reception
6:00 PM Speaker & Thought Leader Orientation
6:45 PM Participant Meet ‘n’ Greet

This end-user/participant activity is your opportunity to identify right out of the gate – those peers who share challenges similar to your own. It's a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.
7:30 PM

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!

Hosted by:

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Monday, April 10, 2018 - General Session and Exhibition
7:30 AM

Registration, Continental Breakfast, and Exhibition

Registration Items Hosted by:

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Featured Demonstration Hosted by:

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8:00 AM Welcome and KEYNOTE

Positive Change: How Contact Center Executives can Ignite the Organization and Move Beyond the Status Quo

9:20 AM

SUCCESS STORY

Leading Your Company into the Future with a Transformational Customer Experience

9:50 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

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10:20 AM CONCURRENT COLLABORATION ZONES - Case Histories
Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

Choose one of the following 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-Wide Successes: Mining Contact Center Data to Drive Improvements and Capture opportunities
11:15 AM Session to Session Travel Time
11:20 AM

CONCURRENT SESSIONS

Choose one of the following concurrent sessions:


INTERACTIVE

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 sponsors – both intense and fulfilling.

OR

FROST & SULLIVAN VISIONARY INSIGHT

Progressive Technology & the Changing Nature of Customer Engagement

– Followed By –

PARTICIPANT MEET-UPS

Keep your networking engines revving! Participants will gather byindustry, business model, and contact center size for hostedconversation on shared dynamics.

- Small Contact Centers
- Energy & Power
- B2B Organizations
- Financial Services & Banking
- Healthcare, Pharmaceutical & Biotech
- Women in Leadership
- Information & Communication Technologies
- Consumer Goods, Services & Retail

12:35 PM

Food For Thought - Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Hosted by:

Rotating-Qualfon.jpg      Rotating-Sparkcentral.jpgLogmein.jpg

1:40 PM Session to Session Travel Time
1:45 PM
Concurrent Collaboration Zones - Roundtables
Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.


Choose one of the following zones:

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
3:10 PM

Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

Rotating-cicero.jpg

3:40 PM

CONCURRENT SESSIONS

Choose one of the following concurrent sessions:

INTERACTIVE

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 sponsors – both intense and fulfilling

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

Share your smarts! Choose between eight themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty minute rapid fire sessions with four rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.

The Fix on Investing to Lower Attrition
The Fix on NPS
The Fix on Sales vs. Service
The Fix on Data Privacy
The Fix on Improving Agent Retention
The Fix on Agent Training
The Fix on Work at Home Agents
The Fix on CRM

4:55 PM
Session to Session Travel Time
5:00 PM
Success Story

Mapping a 3 – 5 Year Plan for the Customer Contact Center
5:30 PM

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.


Tuesday, April 11, 2018 - General Session and Exhibition
6:15 AM

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!

8:00 AM

Continental Breakfast and Exhibition

Featured Demonstration Hosted by:

Rotating-Qualfon.jpg

8:45 AM Ice Breaker and KEYNOTE

Calculating the Wins and Losses of Customer Engagement for the Enterprise
9:45 AM Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition
9:55 AM Ask the Experts! Panel Discussion

C-Suite Influential: Developing Savvy Career Skills to Elevate Your Role in the Organization
10:50 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

Sponsor-Pipkins_new.jpg

11:20 AM

Concurrent Collaboration Zones – Peer Councils

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

Choose one of the following zones

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

12:15 PM

Food For Thought - Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

Hosted by:

pega_ccs_rotating_logo.jpgvht_logo1.jpgptp_160.jpg

1:25 PM Session to Session Travel Time
1:30 PM Concurrent Collaboration Zones – ThinkTanks

ThinkTank sessions employ interactive team exercises in a "roll up your sleeves" learning environment.

Choose one of the following zones

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
3:00 PM

Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

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3:30 PM

CONCURRENT SESSIONS and THE OUTSOURCING CLINIC

Choose one of the following concurrent sessions OR participate in The Outsourcing Clinic:

SUCCESS STORY

Social Media Customer Service: StubHub's Best Practices for Building Brand Loyalty and Avoiding and Resolving Social Media Crises in the Public Eye


(OR)

BEST PRACTICES

Executing on a B2B Tiered Service Strategy

(OR)

THE OUTSOURCING CLINIC

The A-Zs of Transforming How You Deliver Customer Care

4:15 PM
Session to Session Travel Time
4:20 PM
CONCURRENT COLLABORATION ZONES - 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.


Choose one of the following zones:

Zone 1. Drive your Organizational Strategy: Leveraging the Voice of Your Customer, Business Insights

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
5:20 PM
Concurrent Collaboration Zones Conclude
5:45 PM
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!

Wednesday, April 26, 2017 - General Session, Exhibition and Site Tour
8:30 AM

Continental Breakfast and Exhibition

Featured Demonstration Hosted by:

Sponsor-Aceyus.jpg

9:10 AM Kickoff and KEYNOTE

The Ritz-Carlton's Guide to Delivering Memorable Customer Service
10:15 AM CASE HISTORY

Building and Gaining Economies of Scale
10:45 AM

Networking, Refreshment, and Exhibition Break

Featured Demonstration Hosted by:

ic_logo_150.jpg

11:15 AM THE CASE

Crowdsourcing a Business Case Template for Investing in Next Generation Capabilities
11:45 AM INSIGHTS AND IDEA ROUNDUP

Implementing the Best, Brightest and Boldest Ideas from the Program
12:15 PM Content for the 13th Annual Customer Contact, East: A Frost & Sullivan Executive MindXchange Concludes
1:00 PM ROYAL CARIBBEAN SITETOUR AND EXECUTIVE ROUNDTABLE
Royal Caribbean Site Tour – Shuttle Check In. Lunch will be provided.
3:30 PM CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL EXECUTIVE ROUNDTABLE
4:30 PM Royal Caribbean Site Tour and Executive Roundtable Conclude (Shuttle Transportation to Fort Lauderdale Marriott Harbor Beach Resort and Spa)

 

Progressive Technology & the Changing Nature of Customer Engagement

Contact Us

+1-877-463-7678
events.us@frost.com

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