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 UnitedHealthcare is Rewriting the Rules
Harper Flores will share how UnitedHealthcare is using automation to achieve breakthrough results and a bold vision.
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
Join us at the Gin Parlour in the InterContinental! Inspired by English and Dutch bars of the 1920's, this quintessential New York setting is a perfect place to continue the conversation and network with your peers.
Please RSVP by entering your information in the form provided.
InterContinental New York Barclay
111 East 48th Street (at Lexington and Park)
New York City, NY 10017
From Grand Central: Look for any station exit and walk towards Lexington Avenue and north towards 48th Street. The hotel is a short 3 minute walk.
Subway: Take the E line at 42nd Street towards Jamaica Center, stopping at Lexington Avenue/53 Street. Walk west towards Lexington Avenue and south towards 48th Street. Travel time is approximately 15 minutes.
Driving: Follow 8th Avenue heading north, until 48th Street. Turn on right and proceed on 48th Street. The hotel is located just before crossing Lexington Avenue.
Attire for all Forefront events is business casual.
Questions? Contact Ellen Hoy firstname.lastname@example.org (770) 595-3733
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