Forefront New York - 1 Day event

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

Tuesday, January 31, 2017

InterContinental New York Barclay

111 East 48th Street  (3-minute walk from Grand Central)

Lunch provided and a networking reception to follow

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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.  

Hotel Information:

InterContinental New York Barclay

111 East 48th Street (at Lexington and Park)

New York City, NY 10017

(212) 906-3200

Getting There:

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  (770) 595-3733

For more information on the Forefront movement click here

RSVP today!

Free to attend

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