Kickstart your day with engaging conversations and a healthy breakfast, setting the tone for a day full of motivation and meaningful connections.

Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.

Nicoletta Karpathios

Deputy Divisional Director, CMP Exchange
Customer Management Practice

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As the healthcare industry undergoes a digital revolution, organizations are increasingly turning to innovative technologies to drive transformation and deliver value to patients and stakeholders alike. Join us for an enlightening keynote session with Neil, Chief Digital Officer at AmeriHealth Caritas, as he shares insights and experiences from the forefront of digital transformation in healthcare. Discover how advancements in analytics, AI, and human-centered design can revolutionize patient care, operational efficiency, and organizational effectiveness.

Key Takeaways:

• Embrace digital transformation to optimize patient delivery and outcomes
• Harness the power of analytics and AI to drive actionable insights and inform strategic decision-making
• Cultivate a culture of innovation and collaboration to drive continuous improvement and excellence

Cruise lines are making a comeback, but customer expectations are continually evolving. This calls for a transformative journey to enhance both guest and employee experiences, and Princess Cruises is leading the charge, ultimately driving increased revenue. Join us for an insightful case study presented by the VP of Global Reservation and Service Operations at Princess Cruises, where we explore the strategic initiatives and technological advancements that have revolutionized their operations.

In partnership with Insite Managed Solutions, Princess Cruises combines the best of both technology and human touch to meet customers wherever they prefer. This session will delve into their comprehensive transformation strategy, highlighting the pivotal role of technology in creating a seamless 360-degree customer experience. Discover how Princess Cruises has effectively utilized a MegaMap® to navigate the lanes of transformation between people, client experience, and technology, ensuring optimized and adaptable practices across platforms, resources, and organizational structure.

Sponsored by: Insite Managed Solutions

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Alvin Stokes

Vice President, Global Reservation And Service Operations
Princess Cruises

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Chris Rozum

Founder and CEO
Insite Managed Solutions

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In an increasingly competitive retail landscape, how can brands not only meet but exceed evolving customer expectations? This session will explore the integration of omnichannel approaches, the utilization of data analytics to anticipate customer needs, and the deployment of AI and automation to enhance operational efficiency. What are the key components of a truly transformative customer-centric culture, and how can retailers drive excellence in every interaction? Discover actionable insights and cutting-edge practices to elevate your retail CX initiatives to new heights.

Sponsored by: Support Services Group (SSG)

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Ebrahim Hyder

Vice President, Customer Service
Michael Kors

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Bernie Leas

Senior Vice President, Operations
Balsam Brands

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Lori Merritt

Senior Vice President, Client Success
Support Services Group

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Indulge in a delightful break reminiscent of New Orleans' charm. Customize your brew with all the fixin's for an indulgent experience, perfectly paired with Creole beignets.

Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.

Let's GATOR DONE and make lasting connections! Share insights and build relationships with your peers in a relaxed and friendly setting. We'll arrange seating based on your top priorities.

Recharge your day with a taste of Louisiana's vibrant flavors. Treat yourself to local citrus juice shooters, salty snacks, and fruit kabobs. Stay hydrated and revitalize with locally infused citrus water.

How can organizations effectively align their strategies with cultural dynamics and overarching goals to drive impactful change? In this session, we'll explore the power of experimentation as a driving force behind product innovation and strategic decision-making. Learn how GoDaddy's experiment-driven culture fosters a dynamic environment where hypotheses are rigorously tested, providing valuable insights for informed decision-making and strategy formulation.

Key Takeaways:

• Gain insights into the implementation of operational mechanics and their role in enhancing clarity, communication, and transparency within teams
• Explore the power of experimentation as a driving force behind product innovation and strategic decision-making

Vinod Suresh

Vice President, Product and GM, Subscription
GoDaddy

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In an era where customer expectations are higher than ever, delivering exceptional service is no longer optional—it's essential. As digital transformation accelerates, the integration of AI and automation in customer service is proving to be a game-changer.

eBay has embarked on a transformative journey to revolutionize its customer service operations using advanced AI and automation. With responsibilities spanning product, engineering, and operations for all customer service technologies, the Vice President of Customer Service Technology at eBay will share insights into how these changes have significantly improved the customer experience.

How can companies effectively integrate AI to improve customer satisfaction and operational efficiency? This session will explore key focus areas such as building robust self-service experiences, leveraging generative AI for contact center efficiency, and personalizing customer interactions. Gain a deeper understanding of eBay's challenges and successes, providing valuable lessons for any organization looking to enhance their customer service through cutting-edge technology.

Dan Leiva

Vice President, Customer Service and Marketing Technology
eBay

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Retention of both customers and employees is critical for sustained success in today’s competitive business environment. Leveraging AI and advanced analytics can significantly boost both customer and employee retention by personalizing experiences, streamlining operations, and proactively addressing feedback. Our expert panelists will share their insights and experiences on using AI to analyze customer feedback and deliver personalized interactions, resulting in improved satisfaction and loyalty. We will also explore innovative employee engagement strategies, refining training and onboarding processes, and utilizing technology to provide real-time support and enhance job satisfaction.

Key Takeaways:

• Practical insights into leveraging gen AI, conversational AI, and advanced analytics to optimize service delivery
• Innovative employee engagement strategies to improve job satisfaction
• Optimize operations and proactively address feedback to maintain high retention rates

Sponsored by: Sprinklr

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Rasheeda James

Vice President, Client Services
Americor

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Mike Medeiros MBA

Vice President, Business Relationships and Operations Strategy
Assurant

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Soumya (SK) Panda

Global Vice President, Service Assurance
Comcast Business

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Joe Charnitski

Director, Field Communications
Sprinklr

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Join us for an unforgettable offsite networking reception at Lafitte's Blacksmith Shop Bar, one of the oldest and most iconic bars in the United States. Step back in time and enjoy the rustic charm of this historic French Quarter establishment, reputedly the oldest structure used as a bar in the country. Savor delicious cocktails, including their famous Hurricanes, while mingling with industry peers in a relaxed and convivial atmosphere. This is the perfect opportunity to forge new connections, share ideas, and unwind after a day of sessions.