1-Day Event
Where peers come together to share insights, tactics and results around the growing automation movement

Thursday, 28 September 2017 

The Midland

16 Peter Street

Register Today

10:00AM10:15AM    Welcome to Forefront!

Matt McConnell introduces you to Forefront! It's time to take control and rewrite the rules.

10:15AM10:30AM    Follow the Leader

Bill DiPaula describes why Citi turned to automation to transform its contact centre operations.

10:30AM11:30AM    Real-Time Rules

Matt Rumins will share examples of how visionary contact centres 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!

11:30AM11:45AM    Break

11:45AM12:30PM    Citi's Journey

Dave Thrailkill, former Citi Sr. WFM Director, will bring to life how he challenged conventional wisdom and used automation to change WFM's strategic and operational value to the business.

12:30PM1:30PM     LUNCH/ Cyber Café Open

1:30PM1:45PM      Mind the Gap - Change Management's Role

Lori Etheridge discusses key change insights from the collective experiences of the Forefront community.

1:45PM2:30PM      How British Gas is Rewriting the Rules

Hear from Paul Milloy as he shares how British Gas is using automation to achieve breakthrough results and a bold vision.

2:30PM2:45PM      Break

2:45PM3:00PM      Partners in Change

Matt Rumins provides examples of how the Forefront community is helping contact centre leaders change the way they've operated for decades.

3:00PM3:15PM      Closing and Q&A

3:30PM5:00PM      Networking Reception

Please RSVP by entering your information in the form provided.

Hotel Information:

The Midland

16 Peter Street

Manchester, M60 2DS

0161 236 3333

Click here for more information

Attire: Attire for all Forefront events is business casual.

Getting There:   

Driving In?- Forefront will cover your parking! Just bring your ticket with you and we will provide validation.

When using a satellite navigation system, please use postcode M2 3NQ to reach the hotel. 

Rail- 5 minute walk from the Oxford Road Station. St. Peter’s Square tram stops in front of hotel for easy access to Piccadilly Gardens, Old Trafford, or Manchester Airport. 

Manchester International Airport- 10 miles from the Hotel. It is connected to the City Centre by rail to Manchester Piccadilly and Manchester Oxford Road Stations, and by Metrolink to the St Peter's Square stop to the side of the hotel. 

Questions? Contact Ellen Hoy:

(770) 595-3733

For more information on the Forefront movement click here

RSVP today!

Free to attend

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