Live Chat Software
June 24 - 28, 2019
The Mirage, Las Vegas

DAY 1: MASTER CLASSES AND SITE TOURS

7:30 am - 4:25 pm Check-In (open throughout the day)

CHOOSE MASTER CLASS OR 1 SITE TOUR

MASTER CLASS 1

8:30 am - 12:30 pm CHATBOTS: Take it to the Next Level - Support Customers and Drive Marketing
Andrew Olaleye - Co-Founder Chatdesk
Drew Hall - Director of Customer Experience ONEHOPE wine
Many businesses have jumped on the chatbots bandwagon to automate routine communication tasks and elevate CX through responsiveness. However, as the technology matures, bots can now be employed to support customers and supercharge marketing efforts. In this multi-speaker master class, hear case studies focused on two forms of AI:

1. Routing: Help agents quickly respond to customer conversations using Machine Learning/AI

2. Analytics: Gain a better understanding of customers in real time and share the granular data cross-functionally
Our leaders will help answer common bot questions including:
  • Who’s using bots?
  • What channels are you using? (FB Messenger, Alexa, Slack, Twitter etc.)
  • Are bots mature enough to add value?
  • Do customers like bots?

Walk away with new insight for positioning bots as a vehicle to support customers and drive marketing by starting conversations with customers and identifying new products/ services.
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Andrew Olaleye

Co-Founder
Chatdesk

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Drew Hall

Director of Customer Experience
ONEHOPE wine

We will be visiting one of Hilton Grand Vacations’ three contact centers located in the warehouse district of Las Vegas. The rapidly growing contact center launched 3 years ago with 150 employees and now employs 700 in a 30,000 square foot building. In 2018,the center is expected to sell 350,000 vacation packages. The contact center is primarily a sales center with 275 agents handing inbound sales and 175 agents responsible for outbound sales of vacation packages and time shares.The tour experience will cover three key topics: training, recruitment and technology.

LIMITED TO 40 ATTENDEES

8:30 AM Check-In
8:45 AM Depart for Hilton Grand Vacations
9:15 AM Site Tour and Presentation
12:00 PM Depart for The Mirage
12:30 PM Arrive to The Mirage
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Bob Balisteri

Senior Director of Call Centers
Hilton Grand Vacations

SITE TOUR 2: Zappos

7:45 am - 11:30 am
Ryo Zsun - The Culture Maestro Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For®multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour does not include a walk through of the Zappos contact center,though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

7:45 AM Check-In
8:15 AM Depart for Zappos
9:00 AM Tour
10:00 AM Presentation and Q&A
11:00 AM Depart for The Mirage
11:30 AM Arrive to The Mirage 
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Ryo Zsun

The Culture Maestro
Zappos Insights

SITE TOUR 3: Zappos

9:00 am - 12:30 pm
Ryo Zsun - The Culture Maestro Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For®multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour does not include a walk through of the Zappos contact center,though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

9:00 AM Check-In
9:15 AM Depart for Zappos
10:00 AM Tour
11:00 AM Presentation and Q&A
12:00 PM Depart for The Mirage
12:30 PM Arrive to The Mirage
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Ryo Zsun

The Culture Maestro
Zappos Insights

Madame Tussauds Las Vegas is a wax
museum located in the Las Vegas Strip
at The Venetian Las Vegas casino resort.
The attraction opened in 1999, becoming
the first Madame Tussauds venue to open
in the United States. Madame Tussauds,
part of Merlin Entertainments Group, is
actually the second largest attraction in
the world. Don’t miss this exciting “back
of the house” site tour experience at the
world renowned wax museum. Multiple
museum team members – including
studio artists – will share what goes into
making a wax figure. Find out how the
team collaborates in the design, thought
process and schemes behind the figures.
Following the presentation, we will walk
around the museum powered with the
knowledge of what’s behind delivering the
wow experience. The tour will also include
a Marvel 4D film experience. Do you have
a favorite celebrity? Here’s your chance
to get closer to the stars. Don’t miss your
chance to pose for photos!

WALKING TOUR
9:00 AM - Check-In
9:15 AM - Depart from The Mirage
11:30 AM - Walk back to The Mirage
11:45 AM - Arrive to The Mirage
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Gabriel Hewitt

General Manager
Madame Tussauds Las Vegas

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Kim Schrader

Creative Figure Maintenance Manager
Madame Tussauds/Midway of North America

12:30 pm - 1:30 pm Networking Lunch

CHOOSE MASTER CLASS OR 1 SITE TOUR

MASTER CLASS 2

1:30 pm - 5:30 pm DESIGN THINKING: Go ‘Beyond the Bagels’ - Hands on Workshop on Using Design Thinking to Engage and Motivate Employees
Diane Magers - CEO Customer Experience Professional Association
Sowmya Murthy - CMO Seven Lakes Technologies
The way organizations work is changing. It’s critical to understand how employees are engaged with their work and your brand as their roles and competencies evolve. In this workshop, discover how to use design thinking to help understand and mold both experiences and the organization around a new way of working. This hands-on workshop helps you discover how to create experiences for your employees that yield real results.
  • Use design approaches like empathy and journey mapping to discover what your employees experience today
  • Gain insights into ways to meet employees’ needs and how they can build skills while contributing value to the organization and their careers
  • Drive deeper understanding of what motivates them beyond typical external rewards
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Diane Magers

CEO
Customer Experience Professional Association

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Sowmya Murthy

CMO
Seven Lakes Technologies

We are off to visit the call center of a live event global, full service provider. GES has the largest global footprint in the industry and covers clients’ most critical event needs including strategy, design, execution, logistics, AV, event accommodations and more. We will visit their award-winning, J.D. Power certified National Servicenter that employs 100+ service professionals. It’s located here in Las Vegas at GES’ flagship operation at 7000 Lindell Road. We will see firsthand how their passionate employees deliver unparalleled service and consistent execution of experiences that excite and engage.

LIMITED TO 50 ATTENDEES

2:30 PM Check-In
3:00 PM Depart for Global Experience Specialists
3:30 PM Site Tour and Presentation
5:00 PM Depart for The Mirage
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Linda Chandler

Resolutions Manager NSC
GES

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Sheila Glenn

Manager of National Service Center
GES

SITE TOUR 5: Zappos

1:00 pm - 4:30 pm
Ryo Zsun - The Culture Maestro Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour does not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

1:00 PM Check-In
1:30 PM Depart for Zappos
2:00 PM Tour
3:00 PM Presentation and Q&A
4:00 PM Depart for The Mirage
4:30 PM Arrive to The Mirage
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Ryo Zsun

The Culture Maestro
Zappos Insights

SITE TOUR 6: Zappos

2:00 pm - 5:30 pm
Ryo Zsun - The Culture Maestro Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour does not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

2:00 PM Check-In
2:30 PM Depart for Zappos
3:00 PM Presentation and Q&A
4:00 PM Tour
5:00 PM Depart for The Mirage
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Ryo Zsun

The Culture Maestro
Zappos Insights

Day 1 Concludes