Customer Contact East A Frost & Sullivan Executive MindXchange 2024 | Frost & Sullivan | 7 April 2024 | Marriott Harbor Beach Resort & Spa, 3030 Holiday Dr, Fort Lauderdale, FL 33316, USA

AN INTERACTIVE EVENT EXPERIENCE LIKE NO OTHER
Interactive discussion that is incredibly open and honest. Real world examples and insights from speakers on the leading edge of customer service and customer experience innovation. Creative networking that is not only fun but actually fosters real connections. A high level group of participants invested in the program that show up with willingness to share and support. Truly an event experience like no other.
• Experience
Customers: They are in the driver’s seat. Are you listening? You must, right now, understand what they value in their interaction and anticipate their rising expectations. You can’t afford not to.
• Evolution
Technological evolution continues to unleash new possibilities. The landscape is moving with hyper-speed and it’s on you to reimagine the way forward. Getting guidance from technology providers and hearing the lessons learned by others will equip you with critical insights to find the equilibrium between agents, automation, and AI.
• Engagement
Employee: You will need to recognize, appreciate, and empower a new cadre of agents. Remarkable things happen when your team is engaged to improve upon and innovate what they do and how the contact center operates.
• Examples
Proof points are necessary. Quantitative and anecdotal data is key to achieving leadership buy-in to your forward plans. You need the solutions, case examples and proven applications to support your strategic investment in the future.
• Effectiveness
You still must be “all that.” Amidst all the disruption, innovation, and consumer upheaval comes the unabated demand for operational efficiency and effectiveness. Plan for the “must have” people, process, and technology needed to meet the expectations placed on you by senior management.
• Energized
Your people and your organization are looking to you for leadership. You need to connect, support, and inspire. This event is designed for you to open your most formidable challenges and forge lasting connections with your industry peers. You will leave the event feeling invigorated, inspired, and ready to enact purposeful change.
Join our growing community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. Network with Vice Presidents, Directors and Senior Managers of:
• Contact Centers
• Customer Experience
• Customer Satisfaction and Loyalty
• Operations
• Customer Analytics
• Customer Care
• Customer Service
• Customer Support
• Customer Strategy
• Quality Assurance

2024 Speakers

Feroz Rehman
Vice President of Business Transformation, Del-Air

Fred Fontes
General Manager, Implementation and Delivery, Replicant

Jim Iyoob
Chief Customer Officer, Etech Global Services

Mark Clauson
Chief Technology Officer, Charitable Adult Rides & Services (CARS)

Bill Lewis
Senior Director, Contact Center & Telephony Operations, AdaptHealth

Ginger Conlon
Thought Leadership Director, Genesys

Lisa Fleming
Training and Development Project Manager, Allergan Aesthetics, an Abbvie Company

Paul Russo
Learning & Development Technologist, Allergan Aesthetics, an Abbvie Company

Jaclyn Lo
Senior Customer Success Manager, ProcedureFlow

Leza Holston
Director of Group Reservations, MSC Cruises

Le Quiche Singletary
Enterprise Customer Service Director, Pediatric Associates

Angela McCann-Lair
Vice President, Sales and Marketing Operations, TruStage

Sean Rajaram
Former Senior Director Digital Service & Automation Delivery, SmileDirectClub

Joel Kell
Vice President, Customer Solutions, Elevate

DeWayne Trainer
Digital Product Owner, Edward Jones

Devin Poole
Senior Product Marketing Manager, Coveo

Dan Giatrelis
Senior Vice President of Sales and Business Development, Interactions

Phil Gray
Chief Product Officer, Interactions

Fiona Vanderlinde
Product Marketing Manager, Upland Software

Mary Ann Chandler
Vice President, National Accounts, Intradiem

Kyle McDowell
Leadership Coach and Best-Selling Author, Begin With WE

Michael Pace
Vice President, Global Member Services and Operations, Virgin Pulse

Jasmine Green
Vice President, Enterprise Customer Solutions and Enablement, Nationwide

Haley Morse
Chief Customer Officer, Baker Hughes

Brian May
Director of Solutions Consulting, PolyAI

Bill Haneke
Senior Vice President, Contact Center Director, Hancock Whitney Bank

Casey Denby
Vice President of Sales, Former Global Leader of Training & Operations, Zenarate

Randy Arellano
Head of Sales & Marketing, DATAMARK

Ali Karim
Director of Engineering, DATAMARK

Tom Luther
Director, Channel Partnerships, Outsource Consultants

Cippy Seidler
Director, Consumer Care Center, Banner Health

Lydia Clayton
Assistant Vice President, Contact Center Operation & Center of Excellence, Cox Automotive

Gina Marchese
Senior Director, Consumer Connections, LIXIL

Tatiana Perez
Senior Director, Guest Port Services, Carnival Cruise Line

Olga Quiros
Global Customer Care Leader, Voxel

Samuel Vazquez Jr.
Former Vice President, Application Support & Incident Management, JPMorgan Chase & Co.

Nate Brown
Co-Founder, CX Accelerator

Sean Minter
Founder and Chief Executive Officer, AmplifAI

Amy Bouthilet
Vice President, Global Talent, Alta Resources

Ian Tempro
Chief Operating Officer, IA Solutions

Colin Crowley
Vice President of Customer Support, Maven Clinic

Patrick Kokoruda
Vice President – Clinical Access Management/Contact Center, Geisinger

Julie Weingardt
Chief Operations Officer, Turo

Darren Stavely
Vice President, Operations | Card Services | Shared Services | Call Centers, FLEETCOR

Katherine Ketter
Associate Vice President, Customer Experience, Jefferson Health Plans

Bernie Arnason
Industry Principal, Frost & Sullivan

Joel Kell
Vice President, Customer Solutions, Elevate

James Pavlovich
Vice President Customer Experience and Operations, Straumann Group

Derek Pawsey
Senior Director of Customer Support (Self-Service), Wix

Clare Santos
Director, Knowledge & Quality, Customer Service Experience (CSX), Aviso Wealth, Customer Engagement Leadership Council Member

2024 Sponsors

• Acquire Bpo
• Alta Resources
• Amplifai
• Coveo
• Cresta
• Datamark
• Etech
• Genesys
• Ia Solutions
• Interactions
• Intradiem
• Konecta
• Outsource Consultants
• Pentafon
• Polyai
• Procedureflow
• Replicant
• Startek
• Uniphore
• Upland Software
• Vxi
• Zenarate