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 How Asurion is Rewriting the Rules
Hear from Dave Barbuto, VP of Customer Solutions, and David Lenahan, Director of Customer Solutions as they share Asurion's vision and journey to achieve a next-gen contact center in a rapidly changing industry.
2:30PM - 2:45PM Break
2:45PM – 3:00PM Partners in Change
Jennifer Lee provides examples of how the Forefront community is helping contact center leaders change the way they've operated for decades.
3:00PM – 3:15PM Closing, Q&A and Rules Contest Winners!
3:30PM - 5:00PM Networking Reception
Please RSVP by entering your information in the form provided.
InterContinental Chicago Magnificent Mile
505 N. Michigan Avenue
Chicago, IL 60611
Attire for all Forefront events is business casual.
Driving to The Intercontinental Chicago Magnificent Mile from the:
Northwest: Take I-90/94 to Ohio Street then east on Ohio Street to Michigan Avenue
South: Go north on Lake Shore Drive, exit Illinois Street/Grand Avenue, follow signs to Michigan Avenue.
Southwest: Take I-55 to Lake Shore Drive north then exit on Illinois Street/Grand Avenue, follow signs to Michigan Avenue.
Forefront will cover your parking! Just bring your ticket with you and we will provide validation.
Taking the subway?
Take the Red Line to Grand station. Head south on N State Street toward Grand, turn left on E. Grand, turn left on N. Rush, turn right on Michigan Avenue- 5 minute walk.
Questions? Contact Ellen Hoy firstname.lastname@example.org (770) 595-3733
For more information on the Forefront movement click here