Customer Experience Conference Agenda

 

SQM's Customer Experience Conference

AGENDA OVERVIEW

 

Tuesday, May 7, 2019 - CX Best Practices Conference

 
Conference RegistrationREGISTRATION

SQM’s Great CX Advocates will be at registration to welcome you to the event, help you with signing up for tours, and answer any questions on activities at our event.

 

 
Call Center TourCALL CENTER TOUR

Tour SQM’s US corporate headquarters and spend time with us in our state-of-the-art Coeur d’Alene based VoC Research Center.

 

 
mySQM CX InsightsmySQM™ CX INSIGHTS DEMONSTRATION

The new mySQM™ CX Insights reporting tool is here. Attend one of two short presentations on how clients are improving CX with the new mySQM™. Watch a demonstration and speak with SQM’s experts on how you can migrate to the new tool.

 

 
Networking and DinnerNETWORKING AND DINNER

Meet with your peers while enjoying the region’s finest wines and select ingredients for this special dinner networking evening.

 

Wednesday, May 8, 2019 - CX Best Practices Conference

 
Keynote SpeakerKEYNOTE: THE CX JOURNEY, MIKE DESMARAIS, FOUNDER AND CEO OF SQM GROUP
8:30 am - 9:30 am

SQM will share ground-breaking CX research, models for the CX journey, and key industry insights into the differences between market research and data science for the CX journey.

 

 
Best PracticesBEST PRACTICES FOR IMPROVING CUSTOMER EXPERIENCE
9:30 am - 3:00 pm

Learn CX best practices from award-winning leaders in the contact center industry from highly branded, top performing organizations in North America. Speakers to be announced February 2019. Past speakers have included CX leaders from AMEX, Canadian Tire Financial Services, Capital One, FedEx, FortisBC, and VSP Vision Care. Topics include people, process, and technology practices impacting CX such as:

  • CSR Training Program
  • CSR Recognition Program
  • CSR Coaching Program
  • Career Development
  • Escalation CSR Support

 

 
Keynote SpeakerKEYNOTE: 2018 CONTACT CENTER OF THE YEAR AWARD WINNER
3:00 pm - 4:00 pm

Find out how this top performing organization provides world class customer and employee experiences and achieved the Contact Center of the Year Award.

 

 
Scavenger HuntSCAVENGER HUNT NETWORKING

Engage your team and meet world class performing industry peers while discovering Spokane by participating in a scavenger hunt!

 

 
Prohibition Themed NightPROHIBITION THEMED NIGHT

Step into the 1920s with dinner and dancing to the highly acclaimed electro swing sounds of GoodCo., where vintage swing meets modern beats.

 

Thursday, May 9, 2019 - CX Best Practices Conference

 
Keynote SpeakerKEYNOTE: CONTINUOUS IMPROVEMENT
9:15 am - 10:15 am

Learn best practices from the 2018 award-winning organization for continuously improving overall customer experience and employee experience.

 

 
Best PracticesBEST PRACTICES FOR IMPROVING CUSTOMER EXPERIENCE
10:30 am - 3:00 pm

Learn CX best practices from award-winning leaders in the contact center industry from highly branded, top performing organizations in North America. Speakers to be announced February 2019. Past speakers have included CX leaders from AMEX, Canadian Tire Financial Services, Capital One, FedEx, FortisBC, and VSP Vision Care. Topics include people, process, and technology practices impacting CX such as:

  • Desktop Applications
  • Call Handling Practices
  • Performance Management System
 

Thursday, May 9, 2019 - Awards Ceremony Gala

 
Wine ReceptionWINE RECEPTION

Relax, unwind, and mingle with your industry peers while enjoying a wine and spirits tasting before the gala awards dinner event.

 

 
Awards GalaAWARDS CEREMONY AND GALA DINNER

Be dazzled at SQM's 20th Annual CX Gala Industry Awards celebration recognizing world class performing organizations and individuals who provide great CX as judged by the customers they serve and employees who work in the contact center.

 

 
Casino RoyaleCASINO ROYALE EXPERIENCE

Spin the Roulette wheel, try your hand at Texas Hold ‘em, and place your bets on having a jackpot experience with your team and peers!

 

 
Private NightclubDJ NIGHTCLUB EXPERIENCE

Enjoy creative beats and tracks with our DJ spinning tunes for your dancing pleasure until midnight.

 

 
Intimate Accoustic ExperienceINTIMATE ACOUSTIC EXPERIENCE

Savor an intimate live performance in the breathtaking 5,000-piece stained-glass ceiling Peacock Room with KŌSH who has shared the stage with international acts including Kid Rock, Bret Michaels, and Metallica.