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, 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.
12:30PM – 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 Macy’s is Rewriting the Rules
Hear from Adam Schmitt and Sue Nau as they share how Macy’s 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 and Q&A
3:30PM – 5:00PM Networking Reception
Please RSVP by entering your information in the form provided.
JW Marriott Desert Ridge Resort
5350 E Marriott Drive
Phoenix, AZ 85054-6147
Attire: Attire for all Forefront events is business casual.
Driving in? Forefront will cover your parking! Just bring your ticket with you and we will provide validation.
Need Directions? Click here.
Questions? Contact Ellen Hoy:
For more information on the Forefront movement click here