Customer Experience Conference Agenda

 

SQM's Customer Experience Conference


AGENDA OVERVIEW

 

Tuesday, May 7, 2019 - CX Best Practices Conference

 
Conference RegistrationGUEST REGISTRATION
9:30 AM - 6:00 PM

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 TourSQM CALL CENTER TOUR
1:30 PM - 4:30 PM

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
10:00 AM - 12:00 PM / 2:00 PM - 4:00 PM

Sarah Moffat, VP of Research, and Charlene Hutchison, mySQM Training Manager, SQM Group
The new mySQM™ CX insights reporting tool is here. Attend one of two demonstrations on how clients are improving CX with the new mySQM™ and speak with SQM's experts on how you can migrate to the new tool.

 

 
Networking and DinnerNETWORKING AND DINNER
5:00 PM - 9:00 PM

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

 

Wednesday, May 8, 2019 - CX Best Practices Conference

 

 
BreakfastBREAKFAST BUFFET
7:00 AM - 8:30 AM

 

 
Keynote SpeakerKEYNOTE: THE CX JOURNEY
8:30 AM - 9:45 AM
Mike Desmarais, Founder and CEO of SQM Group

Mike will share ground-breaking CX research models for CX journey mapping and provide best practices for an organization when conducting CX journey mapping.

 

 
BreakBREAK
9:45 AM - 10:15 AM

 

 
Best PracticesEXECUTIVE TRACK
CSR TRAINING
10:15 AM – 11:00 AM

Amy Walt, Executive Director for Customer Operations
Consumers Energy

Best PracticesMANAGEMENT TRACK
CSR RECOGNITION PROGRAM
10:15 AM – 11:00 AM

Erica Gugay, Contact Centre Manager
FortisBC

 

 
Best PracticesEXECUTIVE TRACK
CSR CAREER DEVELOPMENT
11:00 AM – 11:45 AM

Marilyn Rauch, Customer Service Manager
Trisha Dunckley, Customer Service Manager
Blue Cross and Blue Shield of Alabama

Best PracticesMANAGEMENT TRACK
CSR COACHING
11:00 AM – 11:45 AM

Michelle Greene, Manager Member Services
Blue Cross and Blue Shield Nebraska

 

 
BreakfastLUNCH BREAK
11:45 AM - 1:00 PM

 

 
Best PracticesEXECUTIVE TRACK
CSR RECOGNITION PROGRAM
1:00 PM – 1:45 PM

Erica Gugay, Contact Centre Manager
FortisBC

Best PracticesMANAGEMENT TRACK
CSR TRAINING
1:00 PM – 1:45 PM

Amy Walt, Executive Director for Customer Operations
Consumers Energy

 

 
Best PracticesEXECUTIVE TRACK
CSR COACHING
1:45 PM – 2:30 PM

Michelle Greene, Manager Member Services
Blue Cross and Blue Shield Nebraska

Best PracticesMANAGEMENT TRACK
CSR CAREER DEVELOPMENT
1:45 PM – 2:30 PM

Marilyn Rauch, Customer Service Manager
Trisha Dunckley, Customer Service Manager
Blue Cross and Blue Shield of Alabama

 

 
Break BREAK
2:30 PM - 3:00 PM

 

 

Keynote SpeakerKEYNOTE: CONTACT CENTER OF THE YEAR FOR 2018 – GENWORTH
3:00 PM - 4:00 PM
John Jacobs, Director of Service Delivery, and Matthew Braud,
Senior Manager in LTC Customer Service
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
4:30 PM - 5:30 PM

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

 

 
Prohibition Themed NightPROHIBITION THEMED NIGHT
6:00 PM - 9:00 PM

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

 
BreakfastBREAKFAST BUFFET
7:30 AM - 9:00 AM

 

 
Keynote SpeakerKEYNOTE: VENDOR PERFORMANCE MANAGEMENT
9:00 AM - 10:00 AM
Anne Palmerine, VP Customer Engagement, Enrollment & Retail, UPMC Health Plan

Learn from this 2018 award-winning organization the best practices for managing relationships with vendor partners and leveraging customer experience for performance accountability.

 

 
BreakBREAK
10:00 AM - 10:30 AM

 

 
Best PracticesEXECUTIVE TRACK
DESKTOP APPLICATIONS
10:30 AM – 11:15 PM

Elisa Rios, AVP, Customer Operations Support
Mr. Cooper

Best PracticesMANAGEMENT TRACK
CONTINUOUS IMPROVEMENT
10:30 AM – 11:15 PM

Kirk Rutter, Operations Reporting and Performance Analyst
Jackie Heaven-Ah Hi, Assistant Director of Customer Service
Regence Blue Cross Blue Shield Plans

 

 
Best PracticesEXECUTIVE TRACK
STANDARD OPERATING PROCEDURES
11:15 AM – 12:00 PM

Tracy Dietel, Senior Business Analyst
Blue Cross Blue Shield of Massachusetts

Best PracticesMANAGEMENT TRACK
CALL HANDLING
11:15 AM – 12:00 PM

Mindy Rubio, Director, Operations
Blue Cross Blue Shield of Kansas City

 

 
BreakLUNCH BREAK
12:00 PM - 1:00 PM

 

 
Best PracticesEXECUTIVE TRACK
CONTINUOUS IMPROVEMENT
1:00 PM – 1:45 PM

Kirk Rutter, Operations Reporting and Performance Analyst
Jackie Heaven-Ah Hi, Assistant Director of Customer Service
Regence Blue Cross Blue Shield Plans

Best PracticesMANAGEMENT TRACK
DESKTOP APPLICATIONS
1:00 PM – 1:45 PM

Elisa Rios, AVP, Customer Operations Support
Mr. Cooper

 

 
BreakBREAK
1:45 PM - 2:15 PM

 

 
Best PracticesEXECUTIVE TRACK
CALL HANDLING
2:15 PM – 3:00 PM

Mindy Rubio, Director, Operations
Blue Cross Blue Shield of Kansas City

Best PracticesMANAGEMENT TRACK
STANDARD OPERATING PROCEDURES
2:15 PM – 3:00 PM

Tracy Dietel, Senior Business Analyst
Blue Cross Blue Shield of Massachusetts

 

Thursday, May 9, 2019 - Awards Ceremony Gala

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

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

 

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

Be dazzled at SQM's 20th Annual CX Industry Awards Gala celebrating 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
9:00 PM - 12:00 AM

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
9:00 PM - 12:00 AM

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

 

 
Intimate Accoustic ExperienceINTIMATE ACOUSTIC EXPERIENCE
9:00 PM - 12:00 AM

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.