10:00AM – 10:15AM Welcome to Forefront!
Matt McConnell introduces you to Forefront! It's time to take control and rewrite the rules.
10:15AM – 10:30AM Follow the Leader
Bill DiPaula describes why Citi turned to automation to transform its contact center operations.
10:30AM – 11:30AM Real-Time Rules
John Wolf will share examples of how visionary contact centers are innovating to meet the increasingly complex demands of customers, employees and the business. Bring your biggest challenges and we'll discuss how to solve them!
11:30AM - 11:45AM Break
11:45AM – 12:30PM Citi's Journey
Dave Thrailkill will bring to life how he challenged conventional wisdom and used automation to change WFM's strategic and operational value to the business.
12:30PM – 1:30PM LUNCH/ Cyber Café Open
1:30PM – 1:45PM Mind the Gap - Change Management's Role
Lori Etheridge discusses key change insights from the collective experiences of the Forefront community.
1:45PM – 2:30PM Rewrite the rules
Hear from a large enterprise company as they share how they are using automation to achieve breakthrough results and a bold vision.
2:30PM - 2:45PM Break
2:45PM – 3:00PM Partners in Change
Hear examples of how the Forefront community is helping contact center leaders change the way they've operated for decades.
3:00PM – 3:15PM Closing and Q&A
3:30PM - 5:00PM Networking Reception
Stay and join us for cocktails to continue the conversation and network with your peers.
Please RSVP by entering your information in the form provided.
InterContinental London Park Lane
1 Hamilton Place
Park Lane, London W1J 7QY
Tube: 3 minute walk from tube stop Take the Picadilly Line to Hyde Park Corner- Head east on Knightsbridge toward Picadilly, continue on to Picadilly, turn left toward Hamilton Place, at the roundabout take exit onto Hamilton Place, hotel will be on left.
Attire for all Forefront events is business casual.
Questions? Contact Ellen Hoy firstname.lastname@example.org (770) 595-3733
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