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August 12-14, 2018
Chicago, IL

Agenda Day 3

8:00 am - 8:30 am Networking Breakfast

8:30 am - 8:45 am Chairman’s Opening Remarks

8:45 am - 9:15 am Opening Address: Centralized Dashboards to Improve the Customer’s Experience

Cathy Cox, Senior Vice President - Omni Channel Strategy Business Lead,SunTrust Bank
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Cathy Cox

Senior Vice President - Omni Channel Strategy Business Lead
SunTrust Bank

9:15 am - 9:45 am Case Study: SMS Texting for Customer Service - Talk to Your Customer in a Way They Prefer!

Melissa Porter, Vice President, Customer Relations,Tailored Brands
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Melissa Porter

Vice President, Customer Relations
Tailored Brands

9:45 am - 10:15 am Business Meetings

10:15 am - 10:45 am Business Meetings

10:45 am - 11:15 am Networking Break

11:15 am - 11:45 am Case Study: VOC - The Importance of Focusing on “WHY”

Dawn Bradney, Vice President of Customer Support and Audit,McKesson
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Dawn Bradney

Vice President of Customer Support and Audit
McKesson

11:45 am - 12:15 pm Closing Address: Building a Digital Bridge – Optimize Efficiency with Workforce Management

Teresa Rieger, Vice President, Customer Service Manager,First Merchants Bank
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Teresa Rieger

Vice President, Customer Service Manager
First Merchants Bank

12:15 pm - 12:30 pm Chairman’s Closing Remarks

12:30 pm - 1:00 pm Exchange Concludes