Live Chat Software
August 12-14, 2018
Chicago, IL

Agenda Day 1

10:30 am - 11:00 am Exchange Registration & Welcome Brunch

11:00 am - 11:30 am Speaker, Delegate & Solution Provider Orientation

11:30 am - 11:45 am Chairman’s Opening Remarks

11:45 am - 12:00 pm Ice Breaker Activity

12:00 pm - 12:30 pm Opening Address: One View of the Customer - Connecting the Dots on the Customer Journey

Lance Gruner, Executive Vice President, Global Customer Care,MasterCard
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Lance Gruner

Executive Vice President, Global Customer Care
MasterCard

12:30 pm - 1:00 pm Business Meetings

1:00 pm - 1:30 pm Business Meetings

1:30 pm - 2:00 pm Master Class - Shift from Reactive to Proactive Customer Service Support


Sponsored by: Quiq

1:30 pm - 2:00 pm BrainWeave - Using Data Analytics to Convert Contact Centers into Insight Centers

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Networking Break

3:00 pm - 3:30 pm Case Study: Turn Upset Customers Around with a Guest Recovery Solution to Increase Customer Loyalty

Rachelle Dever, Brand & Guest Experience Director,InterContinental Hotels Group (IHG®)
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Rachelle Dever

Brand & Guest Experience Director
InterContinental Hotels Group (IHG®)

3:30 pm - 4:00 pm Ignite Challenge: Building Value to Reduce Customer Churn


Sponsored by: VHT


Sponsored by: Practice

4:00 pm - 4:30 pm Business Meetings

4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Case Study: Customer Centered Design to Transform Customer Experiences

Donald Hicks, Vice President User Services,Twitter
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Donald Hicks

Vice President User Services
Twitter

5:30 pm - 6:00 pm Closing Address: Transform the Guest Experience with Innovative Strategies to Drive Customer Engagement

Sherif Mityas, Chief Strategy Officer & Chief Information Officer,TGI Fridays
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Sherif Mityas

Chief Strategy Officer & Chief Information Officer
TGI Fridays

6:00 pm - 6:30 pm Cocktail & Dinner Reception