Breakout Sessions
Session A
Monday, April 16
11:00 - 11:45 AM
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
Monday, April 16
2:45 - 3:30 PM
Session C
Monday, April 16
3:45 - 4:30 PM
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
Tuesday, April 17
1:45 - 2:45 PM