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GENESYS PAVILION

DAY ONE: WEDNESDAY, JUNE 28, 2017

10:30 AM - 10:40 AM Opening Remarks

Ted Hunting, Vice President, Marketing, Genesys

Ted Hunting

Vice President, Marketing
Genesys

10:40 AM - 11:20 AM Speaker Interview - ALSAC/St. Jude's Children's Research Hospital

Wilfred Busby, Senior Vice President, Enterprise Contact Center , ALSAC/ St. Jude Children’s Research Hospital
Here’s your chance to see what’s on the mind of leading CX executives around the world

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Wilfred Busby

Senior Vice President, Enterprise Contact Center
ALSAC/ St. Jude Children’s Research Hospital

11:30 AM - 12:10 PM Research Findings from the CCW Executive Report - Led by Brian Cantor, Managing Director, CCW Digital, Customer Management Practice, IQPC

12:30 PM - 2:00 PM Luncheon Break

2:00 PM - 2:10 PM Track Sessions Begin: Chairperson’s Opening Remarks

Ted Hunting, Vice President, Marketing, Genesys

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Ted Hunting

Vice President, Marketing
Genesys

2:10 PM - 2:50 PM CASE STUDY: Build a Bike and Ride it at the Same Time

Gordon Clinkscale , Vice President, Customer Care, Freedom Mortgage Corporation

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Gordon Clinkscale

Vice President, Customer Care
Freedom Mortgage Corporation

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Hilary Hahn

Vice President, Employee Experience, Creative Strategies, & ClientCARE
Frontier Communications
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Steve Copeland

Executive Vice President
Executive Energy

Hilary Hahn

Vice President, Employee Experience, Creative Strategies, & ClientCARE
Frontier Communications

DAY TWO: THURSDAY, JUNE 29, 2017

11:00 AM - 11:10 AM Opening Remarks

Ted Hunting, Vice President, Marketing, Genesys

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Ted Hunting

Vice President, Marketing
Genesys

11:10 AM - 11:20 AM Interview Conducted by Genesys: Overcome Growth Challenges & Recruit the "Right" People

Ted Hunting, Vice President, Marketing, Genesys John P. Martino, Director / Head of BCUS WFMi , Barclaycard U.S.

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Ted Hunting

Vice President, Marketing
Genesys
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John P. Martino

Director / Head of BCUS WFMi
Barclaycard U.S.

12:30 PM - 1:00 PM Strolling Lunch in our Expo Hall

1:00 PM - 1:10 PM Chairperson's Opening Remarks

Ted Hunting, Vice President, Marketing, Genesys

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Ted Hunting

Vice President, Marketing
Genesys

1:10 PM - 1:50 PM Genesys Client Case Study

2:10 PM - 2:50 PM CASE STUDY: Transform the Member Experience Journey

Kim Dans , Vice President U.S. Operations & Member Experience, Weight Watchers International Inc.

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Kim Dans

Vice President U.S. Operations & Member Experience
Weight Watchers International Inc.

3:00 PM - 3:10 PM Genesys Closing Remarks

Ted Hunting, Vice President, Marketing, Genesys

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Ted Hunting

Vice President, Marketing
Genesys