Customer Experience Conference Agenda

 

SQM's Conference and Industry Awards

AGENDA OVERVIEW

Since 1996, SQM has brought thousands of contact centers, CX, CRM, and research leaders together for its annual CX conference and industry awards gala. This year, the 2020 conference will focus on how contact centers can better contribute to their organization’s strategy and performance, and the top 10 best practices to improve CX.

For more information, click on the video links below, or review the upcoming agenda.

 

 


 

Sunday, April 26, 2020 - CX Best Practices Conference

 

Concierge ServiceCONCIERGE SERVICE
12:00 PM - 8:00 PM

Spokane Airport Concierge Lounge

Refresh after your flight with juice, coffee, and snacks at our relaxing Concierge Lounge at Spokane Airport before hopping on the shuttle to the resort. Shuttle arrangements can be made with the CDA Resort.

 

 


 

Monday, April 27, 2020 - CX Best Practices Conference

 

Concierge ServiceCONCIERGE SERVICE
12:00 PM - 8:00 PM

Spokane Airport Concierge Lounge

Refresh after your flight with juice, coffee, and snacks at our relaxing Concierge Lounge at Spokane Airport before hopping on the shuttle to the resort. Shuttle arrangements can be made with the CDA Resort.

 

 

Conference RegistrationCONFERENCE REGISTRATION
12:00 PM - 8:00 PM

Coeur d’Alene Resort Lobby Lounge

SQM’s outstanding customer experience (CX) team will welcome you to the event with a registration gift package and will be there to help you coordinate signing up for tours or plan activities at our event.

 

 

Welcome ReceptionWELCOME RECEPTION
5:00 PM - 9:00 PM

Coeur d’Alene Resort Whispers Lounge

Come to Whispers Lounge and meet your fellow conference attendees. Strike up conversations with industry peers while enjoying the region’s finest wines and culinary offerings.

 

 


 

Tuesday, April 28, 2020 - CX Best Practices Conference

 

Conference RegistrationCONFERENCE REGISTRATION
6:30 AM - 1:00 PM

Coeur d’Alene Resort Lobby Lounge

SQM’s outstanding customer experience (CX) team will welcome you to the event with a registration gift package and will be there to help you coordinate signing up for tours or plan activities at our event.

 

 

BreakfastBREAKFAST
7:00 AM - 8:30 AM

Kick-off the SQM conference and start your day with a delicious breakfast.

 

 

Boat CruiseBOAT CRUISE
8:30 AM - 9:30 AM

Meet at the lakefront boardwalk at The Coeur d’Alene Resort to board the cruise boat at 8:30 am to cruise the lake on your journey to the Hagadone Event Center. Boat departs at 9:00 am.

 

 

Keynote SpeakerKEYNOTE: THE CX JOURNEY, MIKE DESMARAIS, FOUNDER AND CEO OF SQM GROUP
10:00 AM - 11:30 AM

Hagadone Event Center

Mike’s keynote presentation will be based on our new Software as a Service (SaaS) subscription business model, powered by our recently developed mySQM™ CX Insights software. His presentation will focus on our mySQM™ CX Insights software CX Personalized Intelligence (PI)™ suite, which provides individualized improvement suggestions to increase an employee’s CX and EX performance based on the practices of benchmarking and ranking individual performance; rewards and recognition; best practice recommendations; coaching tracker for assessing performance; and add-on survey questions for focusing on areas of improvement.

 

 

BreakfastLUNCH BUFFET / CLOSEST TO THE PIN CONTEST
11:30 AM - 1:00 PM

Test your golf swing at SQM’s Closest to the Pin Contest which features one of the most beautiful and unique golf holes in the world.

 

 

Keynote SpeakerKEYNOTE: CONTACT CENTER OF THE YEAR 2019 AWARD WINNER
1:00 PM - 2:00 PM

Hagadone Event Center

Find out how this top-performing organization used the mySQM™ software to provide world class customer and employee experiences and achieved the Contact Center of the Year Award.

 

 

BreakBREAK
2:00 PM - 2:15 PM

Enjoy coffee and treats. Includes coffee, tea, juice, and water.

 

 

Keynote SpeakerKEYNOTE: CREATING CSR ENGAGEMENT THROUGH SOCIAL RESPONSIBILITY
2:15 PM - 3:00 PM

BlueCross BlueShield of North Carolina
             Hagadone Event Center

Learn about encouraging your CSR team to get involved in the community and how that elevates their performance and employee experience.

 

 

Keynote SpeakerKEYNOTE: WORLD CLASS CULTURE
3:00 PM - 3:45 PM

Hagadone Event Center

Learn how this organization has created and maintained a culture focused on providing world class customer experiences.

 

 

Boat CruiseBOAT CRUISE
4:00 PM - 5:00 PM

Relax on the boat ride back to the resort while you enjoy some appetizers and cocktails.

 

 

DinnerDINNER
6:00 PM - 9:00 PM

Enjoy a splendid gourmet buffet dinner upon your return to the resort.

 

 


 

Wednesday, April 29, 2020 - CX Best Practices Conference

 

Conference RegistrationCONFERENCE REGISTRATION
6:30 AM - 4:30 PM

Coeur d’Alene Resort Lobby Lounge

SQM’s outstanding customer experience (CX) team will welcome your world class CSRs and supervisors with everything they need to make their Appreciation Day a success.

 

 

BreakfastBREAKFAST
7:30 AM - 8:45 AM

 

 

Best Practice AwardsCX BEST PRACTICE SESSION - CSR TRAINING
8:45 AM - 9:30 AM

Blue Cross Blue Shield of Kansas City

Discover from this world class company how to streamline CSR training using mySQM™ and increase employee retention and performance.

 

 

BreakBREAK
9:30 AM - 10:00 AM

Enjoy coffee and treats. Includes coffee, tea, juice, and water.

 

 

Best Practice Awards CX BEST PRACTICE SESSION - CSR COACHING
10:00 AM - 10:45 AM

Blue Cross Blue Shield of Massachusetts

Learn how this top-level organization uses mySQM™ for a customized coaching approach for individual CSRs in order to see immediate gains and improve the employee experience.

 

 

Best Practice Awards CX BEST PRACTICE SESSION - CSR PERFORMANCE MANAGEMENT
10:45 AM - 11:30 AM

Consumers Energy

Learn how to use mySQM™ to manage your team’s performance from this 2019 award-winning organization.

 

 

LunchLUNCH
11:30 AM - 1:00 PM

 

 

Best Practice Awards CX BEST PRACTICE SESSION - ESCALATION CSR SUPPORT
1:00 PM - 1:45 PM

Mr. Cooper

Discover how this consecutive FCR Improvement winner uses mySQM™ to ensure their escalation CSR support team helps CSRs provide world class customer experiences.

 

 

Best Practice Awards CX BEST PRACTICE SESSION - CSR RECOGNITION
1:45 PM - 2:30 PM

Regence Blue Cross Blue Shield Plans

Learn from this multiple award-winning organization on how they use mySQM™ to recognize their CSRs to improve performance and increase employee retention.

 

 

BreakBREAK
2:30 PM - 3:00 PM

Enjoy coffee and treats. Includes coffee, tea, juice, and water.

 

 

Best Practice Awards CX BEST PRACTICE SESSION - QUALITY ASSURANCE PROGRAM
3:00 PM - 3:45 PM

World Vision Canada

Discover industry-leading techniques by this award-winning organization on how to provide world class customer experience through the quality assurance program.

 

 

DinnerHAWAIIAN LUAU DINNER
5:00 PM - 10:00 PM

Hagadone Event Center

Board the cruise boat to head over to the event center and join us for our themed evening of a Hawaiian Luau. Wear your brightest Hawaiian shirt and savor the culinary delights. From the Big Island right to your plate. Our Hawaiian themed dinner and party will delight not only your taste buds but also your earbuds. Everyone gets a lei! Boat departs at 5:30 pm to Hagadone Event Center.

 

 


 

Thursday, April 30, 2020 - CX Best Practices Conference

 

Call Center TourCSR APPRECIATION DAY ACTIVITIES
TBD

Celebrate your agents’ successes through unique experiences such as special spa days, wine and spirit tours, and golf and adventure.

 

 

mySQM DemomySQM™ CX INSIGHTS DEMONSTRATION
TBD

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.

 

 

Research Center TourSQM VoC RESEARCH CENTER TOUR
TBD

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

 

 

Wine ReceptionWINE RECEPTION
5:00 PM - 6:00 PM

Whispers Lounge

Mingle in the lounge and enjoy a few drinks before the main event.

 

 

Awards GalaCX INDUSTRY AWARDS AND GALA DINNER
6:00 PM - 9:00 PM

Be dazzled at SQM's 21st 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.

 

 

Awards GalaPOST-GALA TRIPLE EXPERIENCE EXTRAVAGANZA
9:00 PM - 12:00 AM

Stick ‘em up! It’s the Wild West Casino 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 Nightclub Experience – Enjoy custom created beats and tracks with our DJ spinning tunes for your dancing pleasure until midnight.

KOSH (full band) – Crank up the energy with a live performance from this band that has previously worked with international acts including Kid Rock, Bret Michaels, and Metallica. If you thought three KOSH members were a hit, wait until you see the full ensemble!!