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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS
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
TABLE OF CONTENTS