Live Chat Software
November 03 - 05, 2019
Miami, FL

Exchange Day 1

10:30 am - 11:00 am Exchange Registration & Welcome Brunch

11:00 am - 11:30 am Executives & Solution Providers Orientation

11:30 am - 11:45 am Chairperson’s Opening Remarks

11:45 am - 12:00 pm Ice Breaker Activity

12:00 pm - 12:30 pm Benchmarking Session - Thinking Inside the Box: Delivering Best-in-Class Customer Experience

Jackson Jeyanayagam - Chief Marketing Officer, Boxed.com
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Jackson Jeyanayagam

Chief Marketing Officer
Boxed.com

12:30 pm - 1:00 pm Benchmarking Session: The Customer is More Disruptive Than Technology

Nicolle Paradise - Senior Director of Client Experience, ADP
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Nicolle Paradise

Senior Director of Client Experience
ADP

1:00 pm - 1:30 pm Business Meetings

1:30 pm - 2:00 pm Business Meetings

2:00 pm - 2:30 pm Transform Your Organization into a Source of Customer Admiration



2:30 pm - 3:00 pm Business Meetings

3:00 pm - 3:30 pm Networking Break

3:30 pm - 4:00 pm Industry Insight - Impact of Consumers’ Digital Attitudes: Get Your Contact Center Ready



4:00 pm - 4:30 pm Ignite Challenge - Digital Transformation: How to Best Use Insights to Reduce Customer Frustration to Enhance Customer Experiences







4:30 pm - 5:00 pm Business Meetings

5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Industry Insight - Transform Contact Centers and Customer Experience with AI



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Kevin Worrell

Vice President Customer Experience
Berkley One (a Berkley Company)

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Jane Henshaw

Head of Digital Research
Vanguard

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Jasdeep Chugh

Director User Experience Research
Macy’s

6:30 pm - 7:00 pm Cocktail & Dinner Reception