Live Chat Software
August 11 - 13, 2019
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: From the Ground Up: Rebuilding the CX Operations in a World with 280-character

Donald Hicks - Vice President User Services Twitter
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Donald Hicks

Vice President User Services
Twitter

9:15 am - 9:45 am Case Study: Self service Vs. Assisted Service - The New Battlefield of CX

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

9:45 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: 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

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