September 27-30, 2016
Hallam Conference Centre , Oak Lawn, IL
Hallam Conference Centre , Oak Lawn, IL
Day 2
07:15 - 08:00 Event Registration - Badges will be custom colored to relect your industry
08:00 - 08:05 Welcome Remarks and Get to Know you Exercise
08:05 - 08:15 Chairperson's Opening Remarks
08:15 - 09:00 KEYNOTE: Transform Customer Experience in the New Digital World
Alice Sesay Pope
Head of Contact Center Operations and Customer Experience OfficerFirst Horizon National Corporation
09:00 - 09:50 C Suite Fireside Chat – 2 TRANSFORMATIONAL Leaders Will Light our Fire
09:50 - 10:40 Don't Miss our C Suite "Brilliance Bar"
10:40 - 11:25 KEYNOTE: Create a Customer First Culture and Embed it in the Organization
11:25 - 12:15 Moderated Roundtables
Topic 1: Effortless CX - Are your Customers Frustrated by Inconsistent Experience across Channels?
Virtual Hold Technology
Topic 2: Channels - How can you Overcome Potential Challenges as you Journey into New Channels?
Virtual Hold Technology
Topic 2: Channels - How can you Overcome Potential Challenges as you Journey into New Channels?
12:15 - 13:25 Moderated Lunch and Learn Sessions
Speakers:
Crystal Montague Leader, Participation and Customer Experience Airlines Reporting Corporation
Tina Magazine Global New Consumer Ventures Leader The Goodyear Tire and Rubber Company
Tim Keough Vice President Pershing LLC, a BNY Mellon Company
Jane Torrance Director Contact Center - US East Just Energy
Crystal Montague Leader, Participation and Customer Experience Airlines Reporting Corporation
Tina Magazine Global New Consumer Ventures Leader The Goodyear Tire and Rubber Company
Tim Keough Vice President Pershing LLC, a BNY Mellon Company
Jane Torrance Director Contact Center - US East Just Energy
Crystal Montague
Leader, Participation and Customer ExperienceAirlines Reporting Corporation
