Agenda Day 2

7:30 AM - 8:00 AM Networking Breakfast

8:30 AM - 8:45 AM Chairman’s Opening Remarks

8:45 AM - 9:15 AM Opening Address: Leveraging Artificial Intelligence in Digital Transformation

Geeta Wilson, Vice President, Consumer Experience - Enterprise Transformation, Humana

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Geeta Wilson

Vice President, Consumer Experience - Enterprise Transformation
Humana

9:15 AM - 9:45 AM Case Study: Designing a Holistic Customer Experience in an Omni Channel Environment

Josh Ives, Vice President, Customer Experience, Samsung Electronics

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Josh Ives

Vice President, Customer Experience
Samsung Electronics

9:45 AM - 10:15 AM Networking Break

10:15 AM - 10:45 AM MasterClass: Topic Being Discussed


Sponsored by: TELUS International

10:15 AM - 10:45 AM MasterClass: Topic Being Discussed

10:45 AM - 11:15 AM Business Meetings

11:15 AM - 11:45 AM Business Meetings

11:45 AM - 12:15 PM Industry Insight: The Future of Customer Care

12:15 PM - 1:15 PM Networking Lunch

1:15 PM - 1:45 PM Case Study: Building the Foundation for Machine Learning and AI to Improve Customer Experience

Dutta Satadip, Global Head of Customer Operations, Pinterest

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Dutta Satadip

Global Head of Customer Operations
Pinterest

1:45 PM - 2:15 PM Business Meetings

2:15 PM - 2:45 PM Business Meetings

2:45 PM - 3:30 PM Interactive Roundtable Discussions


Sponsored by: Sykes

Sponsored by: IA Collaborative

3:30 PM - 4:00 PM Business Meetings

4:00 PM - 4:30 PM Networking Break

4:30 PM - 5:00 PM Case Study: Creating Customers for Life - Leveraging an Omnichannel Strategy for your CX

Ross Garretson, Vice President, Customer Experience, Hunter Douglas

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Ross Garretson

Vice President, Customer Experience
Hunter Douglas

5:00 PM - 5:30 PM Business Meetings

5:30 PM - 6:00 PM Business Meetings

6:00 PM - 6:30 PM Closing Address: Brand Experience- Reframing Customer Experience for True Brand Growth

Tyler England, Head of Customer Insights & Experience, Overstock.com

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Tyler England

Head of Customer Insights & Experience
Overstock.com

6:30 PM - 7:00 PM Cocktail Reception