Breakout Sessions

Session A

Title	Speakers
Transforming Your Business for the Customer of the Future	Dwayne Black, Shutterfly John Billings, Hilton Harvey Livingston, AT&T
The Power of Culture	Bryan Crouch, A Marketing Resource Vaney Hariri and Tamien Dysart, Think 3D Solutions
Improving the CX and Reducing Risk in an Omnichannel World	Ellwood Neuer, SVP Solutions Engineering, Noble Systems
Building Customer Confidence in a Connected World: Enable Trusted Experiences Across all Channels	May Cho, Comcast Matt Edmunds, Neustar Andy Balthaser, Alorica

 

Session B

Title	Speakers
Are you suffering the pains that come from delivering inconsistent customer experience across your business/BPO?	Steve Weston, EPIC Connections Laureen Peltier, Securian
Marijuana in the Workplace – What Every Contact Center Operations Professional Needs to Know	Christine Cunneen, CEO Hire Image LLC
Mining for Gold in Customer Calls: Using AI to Put Quality Back into Customer Service	Jim Iyoob, Chief Customer Officer, Etech Ram Gupta, Project Manager of Workforce Operations, Penske Fleet Management
Are you Ready? GDPR and Other Privacy Regulations: What You Don’t Know Could Cost You	Matt Dumiak, CompliancePoint Lori Mininger, Mac Murray & Shuster LLP

 

Session C

Title	Speakers
Customer Experience Journey Mapping: How it’s Done and How You’ll Benefit	Bruce Belfiore, CEO, BenchmarkPortal Erica Cockfield, Cox Communications
The Trifecta of a Winning Organization:  A Great Experience for the Customer, the Employee and the Company	Russell Onofrio, Vice President, Call Center Operations, Visiting Nurse Service of New York
Technology Enabling Faster and Simplified Cross-Functional Agent Training	Jason Queener, Senior Director of Business Consulting, LiveVox Aaron Easley, Senior Business Consultant, LiveVox
The Aftermath of the TCPA Appeal Victory	Jeff Johnson, Jones Day (Appellate Counsel) Michele Shuster, Partner, Mac Murray & Shuster, LLP (PACE General Counsel

 

Session D

Title	Speakers
Where to Next?	Jarrett Dunaway, Managing Director - Mohr Partners Derith Jarvis, Managing Partner – Global Corporate Services - Mohr Partners Misti Meggs, Managing Director of Site Selection/Economic Incentives - Mohr Partners Keith Weaver, Associate Director of Business Intelligence - Mohr Partners Grant Whittle, Senior Associate - Mohr Partner
Finally, AI’s ability to listen to you customers: Turning the Contact Center into an Insights Center	Don Davey - Director of Customer Success, Communications Intelligence & Speech Analytics - Tethr