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January 17 - 20, 2017
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Main Conference and Expo Day 1

Main Conference and Expo Day 1 Main Conference and Expo Day 2
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7:00 am - 7:45 am Registration & Morning Coffee

7:50 am - 8:00 am Chairperson Opening Remarks

8:00 am - 9:00 am KEYNOTE: "Memorable Customer Service" - Ritz-Carlton Premier Service Techniques: Memorable Customer Service

Speaker:
Jim Oliver Speaking Ambassador on Cultural Change Ritz-Carlton Leadership Center
Jim Oliver, Speaking Ambassador on Cultural Change at Ritz-Carlton Leadership Center

Jim Oliver

Speaking Ambassador on Cultural Change
Ritz-Carlton Leadership Center
See Bio

9:00 am - 9:45 am KEYNOTE: When Good Enough Never Is

Speaker:
Debbi Fields Founder and Chief Cookie Lover Mrs. Fields Cookies
Debbi Fields, Founder and Chief Cookie Lover at Mrs. Fields Cookies

Debbi Fields

Founder and Chief Cookie Lover
Mrs. Fields Cookies
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9:50 am - 10:40 am EXPO HALL GRAND OPENING - Morning Networking Break and Refreshments in the Expo Hall

10:55 am - 12:00 am Closing the Cultural Gaps: Servicing Regionally Disperse Customers with LATAM-shoring Strategies

Speaker:
Zenaido Torres Senior Operations Manager – Mexico Regional Operations Center Western Union
Zenaido Torres, Senior Operations Manager – Mexico Regional Operations Center at Western Union

Zenaido Torres

Senior Operations Manager – Mexico Regional Operations Center
Western Union
See Bio

11:45 am - 12:30 pm Transforming the Contact Center into an Experience Center

Speaker:
Diane Magers Chairman of the Board Customer Experience Professionals Association (CXPA)
Diane Magers, Chairman of the Board at Customer Experience Professionals Association (CXPA)

Diane Magers

Chairman of the Board
Customer Experience Professionals Association (CXPA)
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12:35 pm - 2:10 pm NETWORKING LUNCH AND LEARN - The Power of Peer to Peer Learning

2:10 pm - 2:50 pm LEADERSHIP LAB: Setting a Regional Precedent for Customer Experience Excellence

Speaker:
Fernando Straminsky Regional Vice President Customer Experience & Churn Management DIRECTV Latin America
Fernando Straminsky, Regional Vice President Customer Experience & Churn Management at DIRECTV Latin America

Fernando Straminsky

Regional Vice President Customer Experience & Churn Management
DIRECTV Latin America
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2:50 pm - 3:25 pm LESSONS LEARNED: Factors in Achieving Operational Excellence in Latin America

Speaker:
Ernesto Navas Global Operations Service Redesign Manager Sabre Travel Corporation
Ernesto Navas, Global Operations Service Redesign Manager at Sabre Travel Corporation

Ernesto Navas

Global Operations Service Redesign Manager
Sabre Travel Corporation
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3:25 pm - 4:25 pm Afternoon Networking Break

4:25 pm - 5:05 pm IN-REGION BEST PRACTICES: Contributing to Costa Rica's Nearshore Reputation as an Innovation Center

Speaker:
Helmut Cervantes Senior Manager, Customer Solution Center Latin America Hewlett-Packard
Helmut Cervantes, Senior Manager, Customer Solution Center Latin America at Hewlett-Packard

Helmut Cervantes

Senior Manager, Customer Solution Center Latin America
Hewlett-Packard
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5:05 pm - 5:50 pm CLOSING DAY ONE KEYNOTE: Big Data, Cognition and Predictive Intent -- Begin the Journey to Artificial Intelligence

Speaker:
Gregory Knight Senior Vice President and Chief Customer Officer CenterPoint Energy
Gregory Knight, Senior Vice President and Chief Customer Officer at CenterPoint Energy

Gregory Knight

Senior Vice President and Chief Customer Officer
CenterPoint Energy
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5:50 pm - 7:20 pm MARDI GRAS THEMED COCKTAIL PARTY IN THE EXPO HALL