8:05am – 8:10am (Pacific) · 11:05am – 11:10am (Eastern)
Opening remarks
8:10am – 8:30am (Pacific) · 11:10am – 11:30am (Eastern)
Delivering the Future of Customer Experience:
In this keynote session with Verizon’s Chief Customer Officer, Aparna Khurjekar, we will hear about how Customer Experience is now more important than ever in a COVID environment. Join us as Aparna delivers this must-see keynote on the impetus of digital transformation on customer experience.
Aparna Khurjekar Chief Customer Officer Verizon Consumer Group
8:30am – 8:50am (Pacific) · 11:30am – 11:50am (Eastern)
Fireside Chat: The Customer Service Leader of the Future: Learning From Today To Launch Into Tomorrow:
Lance Gruner EVP, Global Customer Care Mastercard
Moderator: Beth Coppinger Director Supply Chain Research Gartner
8:50am – 9:05am (Pacific) · 11:50am – 12:05pm (Eastern)
Now is the Time: Let Messaging & Conversational CX Lead the Way
Ido Bornstein-HaCohen CEO Conversocial
9:05am – 9:20am (Pacific) · 12:05pm – 12:20pm (Eastern)
Live Q&A
Aparna Khurjekar Chief Customer Officer Verizon Consumer Group
Lance Gruner EVP, Global Customer Care Mastercard
Ido Bornstein-HaCohen CEO Conversocial
9:20am – 9:35am (Pacific) · 12:20pm – 12:35pm (Eastern)
Why an Effortless Experience Isn’t Enough
In almost every instance we are repeatedly told of the importance of an easy experience. And why wouldn’t you want to make your experience easier? But just simplifying an experience isn’t enough to improve customer loyalty – We must do more. In this fireside chat, Jen Zamora, the Senior Director of Customer and Employee Experience for Dow, will discuss her experience at Dow, and how they have discovered that improved outcomes require an emotional connection with customers that extends beyond an easy experience.
Jen Zamora Senior Director Customer and Employee Experience Dow
Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer
9:35am – 10:05am (Pacific) · 12:35pm – 1:05pm (Eastern)
Panel: Connecting the Dots Between Customer Service, Experience & Engagement:
Efrem Berman VP, Global Loyalty & CRM Radisson Hotel Group
Ana Pia Guzman-Briley Director of Loyalty & Customer Engagement TGI Friday's
Mike Kuenne Chief Customer Experience Officer Extended Stay America
Ankur Ahlowalia CEO Korbyt
Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer
10:05am – 10:20am (Pacific) · 1:05pm – 1:20pm (Eastern)
Solo Presentation: The Future of a Remote Workforce:
This crisis has forced organisations to reimagine what their workforce can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively
Nishant Mittal Director Vendor Operations Twitter
10:20am – 10:35am (Pacific) · 1:20pm – 1:35pm (Eastern)
Solo Presentation: Reimagining the Call Center:
2020 has forced organisations to reimagine what a call center can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively
Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)
10:35am – 10:50am (Pacific) · 1:35pm – 1:50pm (Eastern)
Fireside Chat: Staying Customer-Experience-Obsessed in an Ever-Changing World
Dan DiGiralomo VP Customer Service T-Mobile
10:50am – 11:05am (Pacific) · 1:50pm – 2:05pm (Eastern)
Live Q&A
Nishant Mittal Director Vendor Operations Twitter
Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)
Dan DiGiralomo VP Customer Service T-Mobile
Mike McCarron VP Customers Gladly
11:05am – 11:20am (Pacific) · 2:05pm – 2:20pm (Eastern)
Solo Presentation: The Customer Service Team of the Future: Train, Motivate & Empower Your Agents:
Lea Harpster VP of Customer Service (Legal) Thomson Reuters
11:20am – 11:35am (Pacific) · 2:20pm – 2:35pm (Eastern)
Improving Agent Experience & Productivity with AI
With exceptional customer experience being a key differentiator for companies, improving agent experience is essential to a brand’s success. Today, many companies are turning to Conversational AI applications, such as virtual assistants to automate tasks and offer the opportunity for customers to self-service. Doing so not only improves customer experience, but also removes many common pain points from the agent experience equation. The result is a happier, more motivated worker who upholds your brand integrity, along with reduced attrition rates and operating costs. Join us for this session where we will cover topics including: -How Conversational AI applications can alleviate common agent pain points -Ways virtual agents and live agents can work better together to increase productivity and ensure a consistent customer experience -Best practices for getting your agents on board with AI automation
McCall Peltier Product Marketing Manager Interactions
11:35am – 11:50am (Pacific) · 2:35pm – 2:50pm (Eastern)
Fireside Chat: Socio-Economics in the Workplace
Laurie Lowery Director of Insight Research USAA
11:50am – 12:05pm (Pacific) · 2:50pm – 3:05pm (Eastern)
Supercharged Social Media Support - Fast & Meaningful
As consumers’ demands for digital experiences & real time support increases, social media practitioners have a unique opportunity to engage customers with personalized messaging and great customer service. The importance of a dynamic social media strategy should not be overlooked, and this session will provide the following insights that will supercharge your social media support:
Jennifer Heyman VP Digital & Social Media Wells Fargo
12:05pm – 12:20pm (Pacific) · 3:05pm – 3:20pm (Eastern)
Live Q&A
Laurie Lowery Director of Insight Research USAA
Lea Harpster VP of Customer Service (Legal) Thomson Reuters
Jennifer Heyman VP Digital & Social Media Wells Fargo
Secure your free pass today and launch yourself into the future of customer service.
7:55am – 7:58am (Pacific) · 10:55am – 10:58am (Eastern)
Opening remarks
7:58am – 8:05am (Pacific) · 10:58am – 11:05am (Eastern)
The Future of Customer Experience is Now
Miguel Quiroga CEO Visible (Verizon)
8:05am – 8:25am (Pacific) · 11:05am – 11:25am (Eastern)
Keynote Presentation: Kickstarting Your Customer-Centric Culture:
Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company
8:25am – 8:45am (Pacific) · 11:25am – 11:45am (Eastern)
Fireside Chat: Becoming Faster, Stronger & Better: Pushing Customer Experience to the Next Level:
Michael Del Pozzo Chief Customer Officer Frito-Lay NA
Moderator: Nicholas Zeisler Principal Zeisler Consulting
8:45am – 9:05am (Pacific) · 11:45am – 12:05pm (Eastern)
The Hidden Dangers of Neglecting the NOW Customer
Phenomenal CX is one of the few remaining ways to stay competitive and keep your business afloat. Today’s “NOW Customer” is always ON—through chat, messaging, email and social media. Anything short of meeting the NOW Customer where they are amounts to customer neglect... and millions of dollars in missed revenue.
Tune in as Simplr’s CMO, Daniel Rodriguez, reveals challenges and dangers that are emerging for CX professionals, and how to prevent and correct customer neglect so you can steer your company’s CX in the right direction.
Daniel Rodriguez CMO Simplr
9:05am – 9:20am (Pacific) · 12:05pm – 12:20pm (Eastern)
Live Q&A
Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company
Michael Del Pozzo Chief Customer Officer Frito-Lay NA
Daniel Rodriguez CMO Simplr
Mike McCarron VP Customers Gladly
9:20am – 9:35am (Pacific) · 12:20pm – 12:35pm (Eastern)
High-Definition CX: The Power of Fidelity
SugarCRM's VP of Product Marketing, David Campbell, will explain how Sugar's new AI capabilities replaces a fragmented, dated, and distorted picture with one that offers a high definition view of your business and customers, from pipeline to forecasting. SugarCRM is democratizing AI, ushering in a new frontier in CX with its powerful combination of AI, time-aware and data enrichment, to drive business performance and enable predictability for companies of all sizes.
David Campbell VP Product Marketing SugarCRM
9:35am – 10:05am (Pacific) · 12:35pm – 1:05pm (Eastern)
Panel: Merging Man and Machine: New Tech and AI Redefining Support Agent Potential:
We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Supercharge your workforce with the perfect blend of AI, machine learning, and automation
Erin Sheehan Senior Director of Guest Experience San Diego Padres
Norman Vossschulte Director, Fan Experience Philadelphia Eagles
Himanshu Niranjani Chief Technology Officer Visible
Moderator: Nicholas Zeisler Principal Zeisler Consulting
10:05am – 10:20am (Pacific) · 1:05pm – 1:20pm (Eastern)
Solo Presentation: Rediscovering the Human Touch in the Age of Digitalisation:
Norman Vossschulte Director, Fan Experience Philadelphia Eagles
10:20am – 10:50am (Pacific) · 1:20pm – 1:50pm (Eastern)
Panel: The Future of Customer Experience is Conversational:
Doug Kramon Senior Director Fan Support & Customer Care Ops ESPN
Dan Craig Director Digital Customer Experience Khoros
Dan Christian Chief Digital Officer The Travel Corporation
Megan Merrick Online Engagement Manager Freshly
Moderator: Nicholas Zeisler Principal Zeisler Consulting
10:50am – 11:05am (Pacific) · 1:50pm – 2:05pm (Eastern)
Case Studies in AI: Lessons and Strategies
Adopting new technology comes with risk and rewards. In this presentation, you'll hear two case studies in the use of RPS and AO - one successful, one... less successful - and the lessons you can take away from each, such as:
Colin Crowley VP, Customer Experience Freshly
11:05am – 11:20am (Pacific) · 2:05pm – 2:20pm (Eastern)
Live Q&A
David Campbell VP Product Marketing SugarCRM
Norman Vossschulte Director, Fan Experience Philadelphia Eagles
Colin Crowley VP, Customer Experience Freshly
11:20am – 11:35am (Pacific) · 2:20pm – 2:35pm (Eastern)
Fireside Chat: Voice of the Customer - Creating a Seamless, Omnichannel Experience That Boosts Loyalty & Drives Opportunity
Amar Babu VP of Services Operations Lenovo
Moderator: Nicholas Zeisler Principal Zeisler Consulting
11:35am – 11:50am (Pacific) · 2:35pm – 2:50pm (Eastern)
Fireside Chat: Measuring Efficiency and Utilization in Asynchronous Messaging:
Ankur Prasad Director, Product Marketing, Messenger Facebook
Moderator: Frankie Saucier Head of Digital Care Strategy The Home Depot
11:50am – 12:05pm (Pacific) · 2:50pm – 3:05pm (Eastern)
Building Voice of the Customer into a Successful Global Strategy
Tamar Cohen VP Global Head of Customer Experience Zoetis
12:05pm – 12:20pm (Pacific) · 3:05pm – 3:20pm (Eastern)
Solo Presentation: Business Recovery, Agility & The Cloud – Planning for Tomorrow:
Marlene Kolodziej VP, Centralized Services Ricoh USA
12:20pm – 12:35pm (Pacific) · 3:20pm – 3:35pm (Eastern)
Live Q&A
Ankur Prasad Director, Product Marketing, Messenger Facebook
Tamar Cohen VP Global Head of Customer Experience Zoetis
Marlene Kolodziej VP, Centralized Services Ricoh USA
8:05am – 8:10am (Pacific) · 11:05am – 11:10am (Eastern)
Opening remarks
8:10am – 8:30am (Pacific) · 11:10am – 11:30am (Eastern)
Delivering the Future of Customer Experience:
In this keynote session with Verizon’s Chief Customer Officer, Aparna Khurjekar, we will hear about how Customer Experience is now more important than ever in a COVID environment. Join us as Aparna delivers this must-see keynote on the impetus of digital transformation on customer experience.
Aparna Khurjekar Chief Customer Officer Verizon Consumer Group
8:30am – 8:50am (Pacific) · 11:30am – 11:50am (Eastern)
Fireside Chat: The Customer Service Leader of the Future: Learning From Today To Launch Into Tomorrow:
Lance Gruner EVP, Global Customer Care Mastercard
Moderator: Beth Coppinger Director Supply Chain Research Gartner
8:50am – 9:05am (Pacific) · 11:50am – 12:05pm (Eastern)
Now is the Time: Let Messaging & Conversational CX Lead the Way
Ido Bornstein-HaCohen CEO Conversocial
9:05am – 9:20am (Pacific) · 12:05pm – 12:20pm (Eastern)
Live Q&A
Aparna Khurjekar Chief Customer Officer Verizon Consumer Group
Lance Gruner EVP, Global Customer Care Mastercard
Ido Bornstein-HaCohen CEO Conversocial
9:20am – 9:35am (Pacific) · 12:20pm – 12:35pm (Eastern)
Why an Effortless Experience Isn’t Enough
In almost every instance we are repeatedly told of the importance of an easy experience. And why wouldn’t you want to make your experience easier? But just simplifying an experience isn’t enough to improve customer loyalty – We must do more. In this fireside chat, Jen Zamora, the Senior Director of Customer and Employee Experience for Dow, will discuss her experience at Dow, and how they have discovered that improved outcomes require an emotional connection with customers that extends beyond an easy experience.
Jen Zamora Senior Director Customer and Employee Experience Dow
Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer
9:35am – 10:05am (Pacific) · 12:35pm – 1:05pm (Eastern)
Panel: Connecting the Dots Between Customer Service, Experience & Engagement:
Efrem Berman VP, Global Loyalty & CRM Radisson Hotel Group
Ana Pia Guzman-Briley Director of Loyalty & Customer Engagement TGI Friday's
Mike Kuenne Chief Customer Experience Officer Extended Stay America
Ankur Ahlowalia CEO Korbyt
Moderator: Jim Tincher Mapper-in-Chief Heart of the Customer
10:05am – 10:20am (Pacific) · 1:05pm – 1:20pm (Eastern)
Solo Presentation: The Future of a Remote Workforce:
This crisis has forced organisations to reimagine what their workforce can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively
Nishant Mittal Director Vendor Operations Twitter
10:20am – 10:35am (Pacific) · 1:20pm – 1:35pm (Eastern)
Solo Presentation: Reimagining the Call Center:
2020 has forced organisations to reimagine what a call center can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively
Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)
10:35am – 10:50am (Pacific) · 1:35pm – 1:50pm (Eastern)
Fireside Chat: Staying Customer-Experience-Obsessed in an Ever-Changing World
Dan DiGiralomo VP Customer Service T-Mobile
10:50am – 11:05am (Pacific) · 1:50pm – 2:05pm (Eastern)
Live Q&A
Nishant Mittal Director Vendor Operations Twitter
Diane Haluszka Director, Customer Service PVH (Tommy Hilfiger/ Calvin Klein)
Dan DiGiralomo VP Customer Service T-Mobile
Mike McCarron VP Customers Gladly
11:05am – 11:20am (Pacific) · 2:05pm – 2:20pm (Eastern)
Solo Presentation: The Customer Service Team of the Future: Train, Motivate & Empower Your Agents:
Lea Harpster VP of Customer Service (Legal) Thomson Reuters
11:20am – 11:35am (Pacific) · 2:20pm – 2:35pm (Eastern)
Improving Agent Experience & Productivity with AI
With exceptional customer experience being a key differentiator for companies, improving agent experience is essential to a brand’s success. Today, many companies are turning to Conversational AI applications, such as virtual assistants to automate tasks and offer the opportunity for customers to self-service. Doing so not only improves customer experience, but also removes many common pain points from the agent experience equation. The result is a happier, more motivated worker who upholds your brand integrity, along with reduced attrition rates and operating costs. Join us for this session where we will cover topics including: -How Conversational AI applications can alleviate common agent pain points -Ways virtual agents and live agents can work better together to increase productivity and ensure a consistent customer experience -Best practices for getting your agents on board with AI automation
McCall Peltier Product Marketing Manager Interactions
11:35am – 11:50am (Pacific) · 2:35pm – 2:50pm (Eastern)
Fireside Chat: Socio-Economics in the Workplace
Laurie Lowery Director of Insight Research USAA
11:50am – 12:05pm (Pacific) · 2:50pm – 3:05pm (Eastern)
Supercharged Social Media Support - Fast & Meaningful
As consumers’ demands for digital experiences & real time support increases, social media practitioners have a unique opportunity to engage customers with personalized messaging and great customer service. The importance of a dynamic social media strategy should not be overlooked, and this session will provide the following insights that will supercharge your social media support:
Jennifer Heyman VP Digital & Social Media Wells Fargo
12:05pm – 12:20pm (Pacific) · 3:05pm – 3:20pm (Eastern)
Live Q&A
Laurie Lowery Director of Insight Research USAA
Lea Harpster VP of Customer Service (Legal) Thomson Reuters
Jennifer Heyman VP Digital & Social Media Wells Fargo
7:55am – 7:58am (Pacific) · 10:55am – 10:58am (Eastern)
Opening remarks
7:58am – 8:05am (Pacific) · 10:58am – 11:05am (Eastern)
The Future of Customer Experience is Now
Miguel Quiroga CEO Visible (Verizon)
8:05am – 8:25am (Pacific) · 11:05am – 11:25am (Eastern)
Keynote Presentation: Kickstarting Your Customer-Centric Culture:
Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company
8:25am – 8:45am (Pacific) · 11:25am – 11:45am (Eastern)
Fireside Chat: Becoming Faster, Stronger & Better: Pushing Customer Experience to the Next Level:
Michael Del Pozzo Chief Customer Officer Frito-Lay NA
Moderator: Nicholas Zeisler Principal Zeisler Consulting
8:45am – 9:05am (Pacific) · 11:45am – 12:05pm (Eastern)
The Hidden Dangers of Neglecting the NOW Customer
Phenomenal CX is one of the few remaining ways to stay competitive and keep your business afloat. Today’s “NOW Customer” is always ON—through chat, messaging, email and social media. Anything short of meeting the NOW Customer where they are amounts to customer neglect... and millions of dollars in missed revenue.
Tune in as Simplr’s CMO, Daniel Rodriguez, reveals challenges and dangers that are emerging for CX professionals, and how to prevent and correct customer neglect so you can steer your company’s CX in the right direction.
Daniel Rodriguez CMO Simplr
9:05am – 9:20am (Pacific) · 12:05pm – 12:20pm (Eastern)
Live Q&A
Juliann Bowerman Chief Global Digital Consumer & Customer Experience Officer Kellogg Company
Michael Del Pozzo Chief Customer Officer Frito-Lay NA
Daniel Rodriguez CMO Simplr
Mike McCarron VP Customers Gladly
9:20am – 9:35am (Pacific) · 12:20pm – 12:35pm (Eastern)
High-Definition CX: The Power of Fidelity
SugarCRM's VP of Product Marketing, David Campbell, will explain how Sugar's new AI capabilities replaces a fragmented, dated, and distorted picture with one that offers a high definition view of your business and customers, from pipeline to forecasting. SugarCRM is democratizing AI, ushering in a new frontier in CX with its powerful combination of AI, time-aware and data enrichment, to drive business performance and enable predictability for companies of all sizes.
David Campbell VP Product Marketing SugarCRM
9:35am – 10:05am (Pacific) · 12:35pm – 1:05pm (Eastern)
Panel: Merging Man and Machine: New Tech and AI Redefining Support Agent Potential:
We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Supercharge your workforce with the perfect blend of AI, machine learning, and automation
Erin Sheehan Senior Director of Guest Experience San Diego Padres
Norman Vossschulte Director, Fan Experience Philadelphia Eagles
Himanshu Niranjani Chief Technology Officer Visible
Moderator: Nicholas Zeisler Principal Zeisler Consulting
10:05am – 10:20am (Pacific) · 1:05pm – 1:20pm (Eastern)
Solo Presentation: Rediscovering the Human Touch in the Age of Digitalisation:
Norman Vossschulte Director, Fan Experience Philadelphia Eagles
10:20am – 10:50am (Pacific) · 1:20pm – 1:50pm (Eastern)
Panel: The Future of Customer Experience is Conversational:
Doug Kramon Senior Director Fan Support & Customer Care Ops ESPN
Dan Craig Director Digital Customer Experience Khoros
Dan Christian Chief Digital Officer The Travel Corporation
Megan Merrick Online Engagement Manager Freshly
Moderator: Nicholas Zeisler Principal Zeisler Consulting
10:50am – 11:05am (Pacific) · 1:50pm – 2:05pm (Eastern)
Case Studies in AI: Lessons and Strategies
Adopting new technology comes with risk and rewards. In this presentation, you'll hear two case studies in the use of RPS and AO - one successful, one... less successful - and the lessons you can take away from each, such as:
Colin Crowley VP, Customer Experience Freshly
11:05am – 11:20am (Pacific) · 2:05pm – 2:20pm (Eastern)
Live Q&A
David Campbell VP Product Marketing SugarCRM
Norman Vossschulte Director, Fan Experience Philadelphia Eagles
Colin Crowley VP, Customer Experience Freshly
11:20am – 11:35am (Pacific) · 2:20pm – 2:35pm (Eastern)
Fireside Chat: Voice of the Customer - Creating a Seamless, Omnichannel Experience That Boosts Loyalty & Drives Opportunity
Amar Babu VP of Services Operations Lenovo
Moderator: Nicholas Zeisler Principal Zeisler Consulting
11:35am – 11:50am (Pacific) · 2:35pm – 2:50pm (Eastern)
Fireside Chat: Measuring Efficiency and Utilization in Asynchronous Messaging:
Ankur Prasad Director, Product Marketing, Messenger Facebook
Moderator: Frankie Saucier Head of Digital Care Strategy The Home Depot
11:50am – 12:05pm (Pacific) · 2:50pm – 3:05pm (Eastern)
Building Voice of the Customer into a Successful Global Strategy
Tamar Cohen VP Global Head of Customer Experience Zoetis
12:05pm – 12:20pm (Pacific) · 3:05pm – 3:20pm (Eastern)
Solo Presentation: Business Recovery, Agility & The Cloud – Planning for Tomorrow:
Marlene Kolodziej VP, Centralized Services Ricoh USA
12:20pm – 12:35pm (Pacific) · 3:20pm – 3:35pm (Eastern)
Live Q&A
Ankur Prasad Director, Product Marketing, Messenger Facebook
Tamar Cohen VP Global Head of Customer Experience Zoetis
Marlene Kolodziej VP, Centralized Services Ricoh USA