Day 1: Wednesday, May 19th

12:15 pm - 12:25 pm Virtual Lobby Opens & Welcome Orientation

12:25 pm - 12:30 pm Chairperson's Opening Remarks

12:30 pm - 1:00 pm Benchmarking Session: CX Innovation: Connecting Customer Experiences and Employee Experiences


1:00 pm - 1:25 pm Interactive Panel Discussion: How to Leverage Self Service to Increase Customer Experience and Improve Efficiency

1:25 pm - 1:30 pm LIVE Q&A

1:30 pm - 1:40 pm Ignite Session: Improve Customer Loyalty Through Digital Transformation

1:40 pm - 1:45 pm LIVE Q&A

1:45 pm - 1:55 pm Ignite Session: Customer Centricity: The Real Reason To Modernize Your Service Experience

2:55 pm - 3:00 pm LIVE Q&A

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 2:35 pm Transition Break

2:35 pm - 3:05 pm Business Meetings

Interactive Roundtable Discussions

Interactive Roundtable Discussion: AI & Chatbot: How to Deliver Hyper-Personalized Interactions with AI and Analytics

3:10 pm - 3:55 pm Interactive Roundtable Discussion: AI & Chatbot: How to Deliver Hyper-Personalized Interactions with AI and Analytics

3:55 pm - 4:00 pm Day One Wrap-Up