Call & Contact Center Expo - Agenda Updates

TIME TABLE KEYNOTE THEATERS Keynote Theater 1

THEATERS Theater 2 Theater 3 Theater 4 Theater 5 Theater 6

SPONSORED BY

KEYNOTE THEATER 1

WEDNESDAY

Nuri Gocay, Webex by Cisco Power your digital transformation with Webex

10:15AM-10:45AM Kentis Gopalla, Zoom Reimagining the Customer Experience with Zoom

11:00AM-11:30AM PANEL SESSION

Matthew Clare, Google Chrome Enterprises Fueling great customer service through agile, modern contact center solutions and Chrome OS

11:45AM-12:15PM Neel Mehta, Parth Detroja, Aditya Agashe Business Strategy for Product Builders: Market Entry Strategies & Predictions

PANEL SESSION

12:30PM-1:00PM

TABLE OF CONTENTS

SPONSORED BY

KEYNOTE THEATER 1

WEDNESDAY

Jiquanda Nelson - PACE Partner, PACE Ally to Action: Unlocking Innovation through Diversity and Inclusion

1:15PM-1:45PM Michael Loeb, Loeb NYC and Michael Puccinelli, SingleComm

The Magic of Customer Engagement: How to Delight and Surprise Every Time | Featuring nationally renowned magician Ryan Oakes

2:00PM-2:30PM Analisa Dominic, Opengear The Power of Partnerships

2:45PM-3:15PM Raj Tumuluri, Openstream.ai Bridging the Knowledge Gap

3:30PM-4:00PM

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SPONSORED BY

KEYNOTE THEATER 1

THURSDAY

Josh Stanley, ZOOM Planning for Successful Customer Engagement Solution with Zoom

11:00AM-11:30AM Josh Varela, Ring Central The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet

11:45AM-12:15PM Meg Vaidya, Wayfair Customer Service Innovation - The Wayfair Way

12:30PM-1:00PM Brennan Lodge, Goldman Sachs Home Grown Machine Learning

1:15PM-1:45PM

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SPONSORED BY

KEYNOTE THEATER 1

THURSDAY

Ken Arakelian, ENACOMM The Magic of Conersational Banking

2:00PM-2:30PM

Jeff Fettes, Laivly The Evolution of Real-Time Digital QA

2:45PM-3:15PM

Christian Eberle, Gladly Service is the New Storefront

3:30PM-4:00PM

TABLE OF CONTENTS

THEATER 2

SPONSORED BY

WEDNESDAY Vern Fernandez, Jabra GM The Flexible Contact Center Begins With Intelligent Endpoints

11:00AM-11:30AM Rich Wang, Observe AI

How to Supercharge your CX with Conversation Intelligence

11:45AM-12:15PM Brian Podolak, Vocodia Holdings Inc The Conversational AI Revolution

12:30PM-1:00PM Chaitanya Chokkareddy, Ozonetel Innovations driving the contact center future-Parallel channels and more...

1:15PM-1:45PM

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SPONSORED BY

THEATER 2

WEDNESDAY April Sullivan & Eric Troutman, Caller ID Reputation How to Navigate the Call Labeling and Blocking Ecosystem

2:00PM-2:30PM

Mark A. Houpt, DataBank Ltd Data Protection in a Customer Driven World

2:45PM-3:15PM

Brian Redden and Doug Deker, Call Center Power Vetting Outsource Providers: Pre vs. Post Pandemic

3:30PM-4:00PM

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THEATER 2

SPONSORED BY

THURSDAY Rich Wang, Observe AI

How to Supercharge your CX with Conversation Intelligence

11:00AM-11:30AM Arjan ven den Berg, CONTACTCENTER4ALL

Contact Center benefits when Microsoft Teams meets CC4Teams

11:45AM-12:15PM David Larsen, SmartPalate International Artificial intelligence, technology for languages

12:30PM-1:00PM Frank Wassenbergh, Cloudlinx Migrating to the cloud? Learn 8 critical considerations to avoid expensive mistakes

1:15PM-1:45PM

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SPONSORED BY

THEATER 2

THURSDAY Lina Delgado Cano, American Customer Care Inc Rethinking KPIs: Do They Say Anything about Customer Effort?

2:00PM-2:30PM

Milan Batinich, A.W. Companies, Inc Solving for the Employee Engagement Enigma

2:45PM-3:15PM

ConvertMore

Check Our Website For Updates!

3:30PM-4:00PM

TABLE OF CONTENTS

THEATER 3

SPONSORED BY

WEDNESDAY Frank Esparza, Call Center Services International Nearshoring for Success: Advantages of Mexico

11:00AM-11:30AM Shai Berger, Fonolo A New Reality for Contact Centers: The Labor Shortage is Here to Stay

11:45AM-12:15PM John Kelvie, Bespoken LLC Testing, Tuning and Monitoring for Optimal Customer Experiences

12:30PM-1:00PM Kelly Painter, eSkill Corporation How to Hire and Train for the Skills Call Center Agents Need

1:15PM-1:45PM

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THEATER 3

SPONSORED BY

WEDNESDAY Dr. Venky Krishnaswamy, Dialpad The Future of Customer Service is Digital-First and AI-Native

2:00PM-2:30PM

Amanda Malach, ArenaCX Businesses Gone Wild: Is your outsourcing strategy leaving you overexposed?

2:45PM-3:15PM

Sam Hahn, eGain Knowledge Hubs: The Key to Successful Digital Transformation of Customer Experience

3:30PM-4:00PM

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THEATER 3

SPONSORED BY

THURSDAY Frank Esparza, Call Center Services International Nearshoring for Success: Advantages of Mexico

11:00AM-11:30AM Kevin Abbott, The Cadence Group (Moss Adams) Cybersecurity For The C-Suite

11:45AM-12:15PM Charles Harmornick, Javier Segura, & Elder Gonzalez, World Connection Breaking the Cultural Barriers with your Outsourcing Partner

12:30PM-1:00PM Douglas W. Barbin, Schellman & Company LLC Scaling FedRAMP – The Assessors Perspective

1:15PM-1:45PM

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THEATER 3

SPONSORED BY

THURSDAY

Leo Bletnitsky, Healthy Technology Solutions Healthcare 2021 - Call Centers, HIPAA, Cyber Security and More…

2:00PM-2:30PM

Perla Humphrey, Edifius The Digital Call & Contact Center Agent

2:45PM-3:15PM

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THEATER 4

SPONSORED BY

WEDNESDAY Marc Bernstein & Sean Wheaton, Balto & UGA Finance Optimized for Excellent Conversations: Reshaping Today & Tomorrow’’s Contact Center

11:00AM-11:30AM Mike Otting, First Orion Corp.

Brand Impact: How Branded Calling Increases Customer Connections

11:45AM-12:15PM Casey Denby and Casey Hall, ERC & Zenarate Create top-performing new hires, even from home!

12:30PM-1:00PM Chase Labrador, TechStyleOS Where the Fashion Runway meets Knowledge Management: The TechStyle Lighthouse Implementation Success Story

1:15PM-1:45PM

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THEATER 4

SPONSORED BY

WEDNESDAY Mike Hallowell, Outsource Consultants LLC Strategies for Combatting Rising Outsourcing Costs at Home and Abroad

2:00PM-2:30PM

Nikola Mrksic, PolyAI Revolution is happening: Superhuman voice assistants for CX leaders

2:45PM-3:15PM

Craig Renzulli, Balance Staffing Hire right, right now.

3:30PM-4:00PM

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THEATER 4

SPONSORED BY

THURSDAY David Grant, AMC Technology Forget roadmaps: orchestrate your contact center with customizable integration scenarios

11:00AM-11:30AM Samantha Dizor Carter, MindPoint Group FedRAMP’s Role in Cyber Hygiene

11:45AM-12:15PM Mark Hertel, PCIpal Achieving Sustainable PCI Compliance while Enhancing CX

12:30PM-1:00PM Sarah Wesen, Frontline Group The Frontline Journey

1:15PM-1:45PM

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THEATER 4

SPONSORED BY

THURSDAY TJ Crews, Cyber Protection Services, LLC Digital Self-Defense in an Uncertain World

2:00PM-2:30PM

Nicole Culver, Pindrop The Future of Call Center Authentication and Fraud Detection

2:45PM-3:15PM

Jose Ferreras, Confie Business Process Outsourcing Maximize efficiency, improve business outcomes and drive service excellence

3:30PM-4:00PM

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THEATER 5

SPONSORED BY

WEDNESDAY Benjamin Gleitzman, Replicant Solutions Inc. The Great Resignation: Why Your Contact Center Won’t Survive without Automation

11:00AM-11:30AM Cristopher Kuehl & Shannon BrownHess, CallMiner Automating QA to Drive Measurable Results, Faster!

11:45AM-12:15PM Fred Stacey, Smartz Solutions The experience culture is here! But which one?

12:30PM-1:00PM EJ Bowen, OmniLegion Technologies Optimize CX & Operationalize AI for Omnichannel Contact Centers

1:15PM-1:45PM

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THEATER 5

SPONSORED BY

WEDNESDAY Tom Michaelian, Administrative Services, LLC (a Neustar company) Contact Center Excellence in the Era of Consumer Mistrust

2:00PM-2:30PM

Mike Mixon, Textel How Pearson Education Improved Engagement by 225% with Texting

2:45PM-3:15PM

Gary Davis, SmartAction Implementing an AI Virtual Agent Is Only the First Step

3:30PM-4:00PM

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THEATER 5

SPONSORED BY

THURSDAY Fabian Eppler, Aarde Cosseboom, Alex McBratney, USU Software AG Improve Agent Experience with Knowledge Management

11:00AM-11:30AM

Andrew Kennedy, Work Entropy, LLC

The Cycle of Ensuring [WE] All Thrive

11:45AM-12:15PM

Daniela Semeco, Polyglotte Inc Gig CX and the Multilingual Contact Center

12:30AM-1:00PM

TABLE OF CONTENTS

SPONSORED BY

THEATER 5

THURSDAY

Benjamin Gleitzman, Replicant Solutions Inc. The Great Resignation: Why Your Contact Center Won’t Survive without Automation

1:15PM-1:45PM

Frank Pettinato, Avantive Solutions ~Hiya~

You Had Me at Hello: How to Increase Sales Conversion & Efficiency with Hiya’s Branded Call

2:00PM-2:30PM

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THEATER 6

SPONSORED BY

WEDNESDAY Chris Anderson, Airkit Lowering Your Cost to Serve with Digital CX Automation

11:00AM-11:30AM Jennifer Waite, Playvox Deliver great experiences to your agents so they can turn that into creating great customer experiences

11:45AM-12:15PM Andrew Casson, Content Guru The Cost and Ops Advantage: Growing with end-to-end CCaaS Solutions

12:30PM-1:00PM Aaron Fischer, OfficePartners360 “Things We Think & Do Not Say: Taking the Stigma out of BPO”

1:15PM-1:45PM

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THEATER 6

SPONSORED BY

WEDNESDAY Anoosh Roozrock, Aloware Cloud Contact Center Keeping Up with Mobile Customers: Business Texting for Contact Centers

2:00PM-2:30PM

Derek Roberti, Cognigy How can being an automation-first call center transform CX?

2:45PM-3:15PM

Jill Christensen, Jill Christensen International If Not You, Who? How to Crack the Code of Employee Disengagement

3:30PM-4:00PM

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THEATER 6

SPONSORED BY

THURSDAY Kristyn Emenceker, Playvox Deliver great experiences to your agents so they can turn that into creating great customer experiences

11:00AM-11:30AM

Elijah Cox, Snowfly Performance and Speech Analytics Improving Performance and Loyalty with Employee Engagement

11:45AM-12:15PM

Simon Black, Awaken Intelligence “Evolving the Contact Center: How to onboard, empower and retain agents in a rapidly changing environment”

12:30AM-1:00PM

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THEATER 6

SPONSORED BY

THURSDAY Gary Davis, Smart Action Implementing an AI Virtual Agent Is Only the First Step

1:15PM-1:45PM

Maddy Martin, Smith AI Capture and Convert More Leads with Outsourcing and Automation

2:00PM-2:30PM

24x7Systems Check Our Website For Updates!

2:45PM-3:15PM

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