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Day 1: Master Classes & Site Tours

MORNING SITE TOURS

07:30 AM - 11:30 AM ZAPPOS SITE TOUR EXPERIENCE - Featuring Zappos Keynote BACK BY POPULAR DEMAND

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 in a row! Our deluxe experience includes: Private tour of the Zappos Campus, Keynote speech by Erica Javelena, Speaker of the House, Zappos Insights

REGISTER EARLY Each Tour Is Strictly Limited To 25 Attendees!
MORNING SITE TOURS (Reserved for 5 day pass holders)

Site Tour A
7:30 AM ZAPPOS
7:30 AM Registration & Coffee
8:00 AM Departure for Zappos
8:40 AM Visit the Zappos gift shop
9:00 AM Tour & Keynote Presentation
11:30 AM Return to The Mirage

Site Tour B
8:30 AM ZAPPOS
8:30 AM Registration & Coffee
9:00 AM Departure for Zappos
9:40 AM Visit the Zappos gift shop
10:00 AM Tour & Keynote Presentation
12:30 PM Return to The Mirage

MORNING SITE TOUR

7:30 AM - 11:30 AM ASURION SITE TOUR EXPERIENCE - Featuring the ESCAPE ROOM EXPERIENCE as Featured in Fast Company

Osmar Blanco, Premier Support Solutions, Senior Director of Operations, Asurion Rodney Hubbard , HR Business Partner , Asurion
Asurion supports the tech that keeps you connected. The award winning company is a leader in mobile phone protection and warranties for home technology with 280 million customers. We will be visiting the company’s largest premiere support solutions site. The center employs 1200 and provides high end technical support to mobility and retail customers. Hear about how the company is providing award winning ervice via chat, web and phone and piloting a program in Artificial Intelligence. Here’s your chance to see high energy culture in action. Discover how 75% of the employees identify themselves as early adopters of technology. In addition, we will see two exciting innovations:
• Escape Room: Visit the Technical Lab where new hires enter must solve a problem in order to “escape” the room
• VIP Rooms: See the special rooms for top performers including gaming and relaxation rooms
REGISTER EARLY Each Tour Is Strictly Limited To 60 Attendees!
MORNING SITE TOUR (Reserved for 5 day pass holders)
Site Tour E
7:30 AM ASURION
7:30 AM Registration & Coffee
8:00 AM Departure for ASURION
9:00 AM Tour & Keynote Presentation
11:30 AM Return to The Mirage

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Osmar Blanco

Premier Support Solutions, Senior Director of Operations
Asurion
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Rodney Hubbard

HR Business Partner
Asurion

AFTERNOON SITE TOURS

11:30 AM - 3:30 PM ZAPPOS SITE TOUR EXPERIENCE - Featuring Zappos Keynote BACK BY POPULAR DEMAND

REGISTER EARLY – EACH TOUR IS STRICTLY LIMITED TO 25 ATTENDEES!
AFTERNOON SITE TOURS
Site Tour C
11:30 AM Registration & Boxed Lunch
12:00 PM Departure for Zappos
12:40 PM Visit the Zappos Gift Shop
1:00 PM Tour & Keynote Presentation
3:30 PM Return to The Mirage

Site Tour D
12:30 PM Registration & Boxed Lunch
1:00 PM Departure for Zappos
1:40 PM Visit the Zappos Gift Shop
2:00 PM Tour & Keynote Presentation
4:30 PM Return to The Mirage



AFTERNOON SITE TOURS

11:30 AM - 3:30 PM ASURION SITE TOUR EXPERIENCE - Featuring the ESCAPE ROOM EXPERIENCE as Featured in Fast Company

REGISTER EARLY – EACH TOUR IS STRICTLY LIMITED TO 60 ATTENDEES!
AFTERNOON SITE TOURS
Site Tour F
11:30 AM Asurion Site Tour
11:30 AM Registration & Boxed Lunch
12:00 PM Departure for Asurion
1:00 PM Tour & Keynote Presentation
3:30 PM Return to The Mirage

AFTERNOON MASTER CLASS SESSIONS

12:30 PM - 1:00 PM Registration & Boxed Lunch

MASTER CLASS G

1:00 PM - 1:05 PM DON’T MISS THE CUTTING EDGE CHATBOTS MULTI-SPEAKER CLASS CHATBOTS: A New Reality or Just Hype?

Until recently, chatbots were barely a blip on the tech world’s radar. When Facebook announced its Messenger app would soon feature chatbots from leading brands, the media hype went into overdrive. Are we really witnessing a turning point or just placing too much hope into an unproven model? More consumers are using Messaging than social media; you do not want to miss this multi-speaker brainstorming experience!

MASTER CLASS H

1:00 PM - 5:00 PM HIRING FOR RETENTION: Building Blocks for Staffing your Contact Center for the Next Generation

Cippy Seidler, Director, Consumer Care Center, Banner Health
Banner Health has 38,000 employees and 5 Billion in total revenue. In this masterclass,
discover how the non-profit finds skilled workers in a competitive market and
employs an internal staff development program.
∙∙ Develop hiring strategies for a competitive marketplace
∙∙ Create an emerging leaders program to fast track and retain top performers
∙∙ Launch a “quarterly boot camp” with different topic areas
∙∙ Think outside the box to design innovative programs i.e. “bring your friend to
work day”
∙∙ Collaborate with your leadership team

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Cippy Seidler

Director, Consumer Care Center
Banner Health

1:00 PM - 1:45 PM THE CHATBOT LANDSCAPE

Scott Darrohn , Big Tuna/COO, Fishbat
∙∙ Understand how chatbots are surpassing social media and can be integrated into social
∙∙ Determine how chatbots will impact other channels including everything digital

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Scott Darrohn

Big Tuna/COO
Fishbat
∙∙ Assess how chatbots have the potential to inspire purchases
∙∙ Explore whether the chat-style use experience will replace the appcentric model

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Christopher Keenan

Head, Worldwide Medical Contact & Insights
Bristol-Myers Squibb

2:30 PM - 2:45 PM NETWORKING BREAK

∙∙ Pinpoint how the concept of Machine Learning and Artificial Intelligence will be driving customer experience moving forward
∙∙ Tap into data driven marketing to address consumers in a personalized fashion

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Michael Klein

Director Industry Strategy - Retail
Adobe
∙∙ Leverage data to provide hyper-personalized experiences
∙∙ Get your basics right and use that as the fundamental springboard for digital transformation

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Jesse Hoobler

Global Director, Worldwide Software Support
Pitney Bowes

4:15 PM - 5:00 PM Q&A period with all 4 leaders