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
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

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
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