10. Creating customer engagement with Social Media. Becky Carroll, Manager Verizon /USA
11. Avaya
Coffee Break
Panels
VALPARAISO 1
ITURBIDE 3
12A. The convergence of mobility, Social and Digital Media.
Moderator: Anupam Govil, President Avasense / USA; Ed Basquez, Director nVoq / USA; Swami Swaminathan, CEO Infosys / India; Joseph Wong, Vice President PCCW / China Faltan audífonos
12B. Latin America and the future of multichannel customer. Key factors in their development.
Ana Karina Quessep, Director, Call Centers / Colombia; Vilnor Grube, President Clientes SA / Brasil; Juan Pablo Tricárico, VP Clienting Group/ Argentina; Elba Castañeda, Director Certification IMT / Mexico
Breakout Session
VALPARAISO 1
ITURBIDE 3
13A. Enhancing multi-channel customer experience to drive businness growth.
Joseph Wong, Vice President PCCW / China
13B. Creativity and innovation to maximize human talent.
Jonathan Somoza, Axa Seguros / Mexico; Valeria Pérez, Director Mitorl / Mexico
Lunch
Breakout Session
VALPARAISO 1
14A. Business Conference Avaya
14B. Inspiring the Human Talrent to create the WOW Experience in your clients.
Miguel Ortiz Quezada, Director BestDay Travel / Mexico
15. Reserved to Sponsor
Product & Services Presentations
VALPARAISO 1
ITURBIDE 3
16A. Bussiness Conference Zona Franca
16B. Bussiness Conference Genesys-Toga
Coffee Break
Breakout Session
VALPARAISO 1
ITURBIDE 3
17A. " Winds of Change", Impact of people and technology in customer care.
Swami Swaminathan, CEO Infosys / India
17B. New ways to attract and retain human talent in Contact Centers
Higinio Sánchez, CEO Motiva / Mexico
Keynote and Gala Concert
VALPARAISO 1
18. "United Breaks Guitars" Voice of Customer
Dave Carroll / Canada
