Agenda Day 2

7:00 AM - 8:00 AM Networking Breakfast

8:00 AM - 8:15 AM Chairman’s Opening Remarks

8:15 AM - 9:00 AM Opening Address: Applying Human-Centered Design to Build a VA that is Customer-Centered, Excellent & Consistent

Rosetta Carrington Lue, White House Presidential Exec Fellow & Senior Transformation Advisor, U.S. Department of Veterans Affairs
The contact center, being one of the first touch points for veterans, can be re-engineered to run more effectively and efficiently by making the internal workflow of calls leaner. Improving how calls are routed, improving the verbiage in the scripts, shortening wait times, and upgrading data collection platforms are all interlocked in improving the experience with two parallel goals: consistently provide excellent service and streamline operations.
· Define: Understanding the problem through the outputs of the human-centered design research
· Measure: Measure data pulled from the contact centers
· Analyze: Analyze and determine the cause(s) of the defects (understanding the waste).
· Improve: Improve the process by eliminating defects (unnecessary steps, decreased wait times, and shorter scripts)
· Control: Control future process performance (governance through new policies and procedures)


Rosetta Carrington Lue

White House Presidential Exec Fellow & Senior Transformation Advisor
U.S. Department of Veterans Affairs

9:00 AM - 9:45 AM Case Study: The Future of Contact Center Automation

Artificial intelligence will have a material impact on contact centers. The industry is getting smarter about how to use technology to its advantage. Additionally consumers often prefer the ease, comfort and simplicity of technology to having to call the contact center. Understanding how to blend the best of human and artificial intelligence is greatly needed right now.
· Chatbots: an "AND" or an "END" to Live Agents
· Robotic Process Automation (RPA)- get insight and information to help make customer interactions more seamless and streamlined
· Merits of Artificial Intelligence in Call Center Domain
· Intelligent self-service via AI is prevalent in the call center scenario

9:45 AM - 10:15 AM Networking Break

10:15 AM - 10:45 AM Business Meetings 5

10:45 AM - 11:15 AM Business Meetings 6

Master Class

11:15 AM - 1:00 PM Bringing it all Together: Development of Conversation Analytics

Find out how to leverage conversation analytics which offers the tangible benefits of robust and deep insights, lower cost, scalability and faster access to insights.


11:15 AM - 1:00 PM Deliver a Human- Like Experience: Intelligent Virtual Assistants

Find out how to leverage a virtual assistant to provide the right information based on understanding and predicting customer needs.

12:00 PM - 1:00 PM Networking Lunch

1:00 PM - 1:45 PM Interactive Roundtable: Harnessing the Voice of the Customer to Create a First-Class Customer Experience

Lisa Oswald, Senior Vice President Global Customer Service, Travelzoo
Despite the development of many ‘Voice of the Customer’ programs, a disconnect continues to plague companies in meeting consumer needs and expectations. Join Lisa Oswald to learn how they are mobilizing their teams around CX, and tuning into insights into actions that are driving real change in the business and driving up customer satisfaction.


Lisa Oswald

Senior Vice President Global Customer Service

1:00 PM - 1:45 PM Interactive Roundtable: Your Secret Weapon for Success - Making Your Customer Data Actionable

William White, Executive Director - Contact Center, Stuller
Everyone’s talking about Big Data and the power it holds to transform your customer experience. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. Join William White to learn how can you best leverage Big Data to gain valuable customer experience insights and then put those insights to work to dramatically improve customer satisfaction, boost repeat purchases, increase customer retention, and achieve the other desirable results you’re aiming for.


William White

Executive Director - Contact Center

1:45 PM - 2:30 PM Case Study: Rallying Your Teammates Around Your Corporate Purpose

Janet Solomon, Senior Vice President, Contact Center Executive, SunTrust Bank
The SunTrust purpose is “ Lighting the way to financial well- being.” Join Janet Solomon to learn how they have taken steps to not only support their client’s financial well-being, but also their teammate’s financial and personal well-being. Some key takeaways are:
  • Rally around a noble purpose
  • Provide support programs that educate teammates to achieve their own financial well- being
  • Help teammates pursue a life well spent


Janet Solomon

Senior Vice President, Contact Center Executive
SunTrust Bank

2:15 PM - 2:45 PM Networking Break

2:45 PM - 3:15 PM Business Meetings 7

3:15 PM - 3:45 PM Business Meetings 8

3:45 PM - 4:30 PM Closing Address: Building a Roadmap for Your Contact Center's Future- Empathy, Design Thinking or Customer-Centricity

Bob Simmonds, Vice President, Travel Operations WDW, Disney
When we place the customer at the core of everything we do in our design-thinking journey, we foster a human-centered approach that always focuses on needs. This approach creates an incredible opportunity to deepen our frame of design thinking with customer-centric innovation.
· Design-driven culture: Really understanding the customer
· Bringing empathy to the organization
· Designing in real time: Combining design, business strategy, and technology


Bob Simmonds

Vice President, Travel Operations WDW

4:30 PM - 5:00 PM Business Meetings 9

5:00 PM - 5:30 PM Business Meetings 10

5:30 PM - 6:00 PM Business Meetings 11

6:00 PM - 7:00 PM Cocktail Reception and Dinner