12:30 PM - 1:45 PM
Round Table Lunch
Discuss industry hot topics with your peers and share best practices for overcoming challenges.
1:45 PM - 2:15 PM
Intuit: Case Study
Hear how Intuit is leveraging video and other digital tools to provide support for TurboTax customers.
2:15 PM - 2:45 PM
Leveraging Digital to Enhance CX
Doug will discuss how Capital One is transforming into a technology company and a bank second. Hear how that strategy changes manifests itself with customer experience and the implications on the contact center.
2:45 PM - 3:15 PM
Gather for drinks and snacks with your peers, industry analysts and Sitel executives.
3:15 PM - 3:45 PM
Navigating the Digital Transformation Journey
Digital Transformation is a journey, not a destination. Cloud computing, big data and analytics and networked business solutions are both disruptive technologies and key innovation for digital transformation. We will review the “next wave” of innovation and business solutions, impacting both IT and Line of Business (LoB), and discuss best practices to navigate this journey. Along the way we will gain key insights to assist in building a business case for innovation, and review “case studies” of successful innovation.
3:45 PM - 4:15 PM
The Candidate Experience From End to End: Where Is Your Weakest Link?
Any candidate experience (full spectrum start to finish) is only as good as the ‘weakest link’ in that entire process. Findings from CareerBuilder’s 2017 Candidate Experience study will address this truth, improve your process, and win top talent. In this session Casteel will cover:
* Evaluating the idea and impact of treating candidates more like employees
* Comparing the importance/emphasis put on the candidate, employee, and hiring manager experiences
* Is the line blurring between the candidate and employee experience? Is it a company experience?
* What ‘stage’ of the job search and hiring process is most frustrating for candidates and hurting the most? What challenges and opportunities does this create for employers?
4:15 PM - 4:30 PM
Laurent and Don wrap up the Sitel Summit and set the stage for the evening's entertainment.
6:00 PM - 9:00 PM
Cocktails and Dinner
Attendees will enjoy cocktails and dinner at the beautiful EDITION Miami Beach.