Sunday, September 15, 2019

4:00 p.m. – 5:30 p.m. Registration – Aqualea Ballroom Foyer

5:00 p.m. – Newcomers Welcome – Belleaire

5:30 p.m. - Opening Reception – Belleaire
Don’t miss this evening to start the connection with your peers in the industry.  This is a fun networking opportunity to help you make the most of your conference experience. Be sure to arrive in Clearwater Beach by 4pm!

Monday, September 16, 2019

8:15 a.m. Breakfast Buffet – Aqualea Ballroom

9:00 a.m. Welcome – Aqualea Ballroom

9:30 a.m. Enhance Loyalty, Attitude & Success by Doing What Winning Teams Do  –
Mike Robbins – Aqualea Ballroom

A “championship team” is a group of people who can effectively handle adversity and conflict, trust one another, communicate clearly and authentically, and appreciate each other in a positive way. In this program, which is based on key principles from all four of Mike Robbins’ books, as well as his background as a college and professional baseball player, he teaches people, leaders, and groups the fundamental aspects of creating successful teams that truly win. Mike is an author, thought leader and sought-after speaker who teaches people, leaders, and teams to infuse their lives and businesses with authenticity and appreciation

10:45 a.m.

Social Technology & Today’s Client – Isabella Mongalo, Director of Digital Care Strategy, Sitel Group – Aqualea Ballroom

Today’s consumers use chat, messaging and social media to communicate with friends, family and brands on the go. Hospitality leaders understand the sales and loyalty benefits of being where customers are, yet scaling support on these popular channels is challenging. In this session, we’ll talk about the evolution of chatbots and how they are being used by some of the world’s leading CX brands to mitigate increasing care costs, promote customer engagement and generate revenue. Participants will learn:

-          How chatbots for customer care have evolved in the past 3 years
-          How to design an AI-powered virtual assistant that solves customer needs and achieves CSAT scores on  par with the rest of your live agent population
-          How to operationalize a virtual assistant within a customer care team and make it smarter, faster
-          How to leverage conversational AI for revenue generation

11:30 a.m. Benchmarking - Focus on Behaviors & Ditch the Checklists – Practices that Work – Siesta Key

Evaluating the quality of an interaction with a customer is more than a list of tasks that you listen / look for.  Many organizations are moving to evaluating behavior. This is your chance to hear why and how they made the transition.

12:15 p.m. Buffet Lunch – Aqualea Ballroom

1:00 p.m. - Mental Wellness & Leadership – Dale Smith – Aqualea Ballroom

Learn about the impact that transparency has on leaders and the resilience needed to manage teams and change. This talk will look at the importance of Leadership wellness and the impact that faking resilience can have both on the individual and the team that they support. Dale will give a real perspective on what it means to be a leader in the current environment and the stresses that come with this level of responsibility. 

2:15 p.m. Interactive Strategic Mapping of a Reservation – Jessica Grupposo, – Interactions Siesta Key

By 2020, customer experience will overtake product and price as the key brand differentiator.  Understanding your customer's pain points is the first step to creating a customer experience that delights.  Through this interactive mapping activity, you will learn how to identify actionable pain points that your customers are currently experiencing while booking a reservation, and then incorporate innovative solutions to ultimately design an ideal customer experience. 

4:00 p.m. Supplier Showcase – Aqualea Ballroom

Learn about the latest trends and technologies for boosting your contact center performance.

5:30 p.m. - Networking Reception – Sky Terrace

Tuesday, September 17, 2019

8:15 a.m. Breakfast Buffet – Aqualea Ballroom

9:00 a.m. Welcome – Aqualea Ballroom

9:15 a.m. What You Need to Know about the Emerging Generation – Ryan Jenkins – Aqualea Ballroom

Learn the keys to hiring and retaining the emerging generations. These insights are crucial to your success.  Ryan Jenkins is the leading voice on millennials, gen z and generations at work.  He is an columnist and his top-ranked generational insights have been featured in Forbes, Fast Company, Mashable, and SUCCESS Magazine.

11:00 a.m. Benchmarking - Recruiting, Onboarding and Retention – Practices that Work – Siesta Key

Join Lionel Riley, SVP & General Manager at Cloud5, as he shares the value of a 360-degree development approach to reach and maintain agent peak performance. In order to consistently achieve target performance KPIs, “ROAR”(Recruitment, Onboarding and Retention) must be a continuous process that engages agents at every step in their growth and throughout their tenure.  He’ll share 3 keys to success in this process.

12:15 p.m. Buffet Lunch – Aqualea Ballroom

1:30 p.m. Networking Forum – Siesta Key

Benchmark with your peers on the topics that matter to you!  Share your successes and walk away with actionable solutions to your current challenges.  We have a new format for this session and you don’t want to miss this it!

3:30 p.m. Innovation Lab – Belleaire Ballroom

The Design Sprint: A quick, collaborative approach to achieve repeatable innovation.

We all talk about innovation and how innovative thinking can drive major changes for both our customers and our companies, but there’s a huge gap between talking about innovation and putting it into practice. Join us for the Innovation Lab at the IARE 2019 Annual Conference where experts will introduce us to the Design Sprint, a proven methodology that makes innovation tangible and repeatable. This two-hour intensive work session will demonstrate how the Design Sprint methodology provides an actionable framework for testing new ideas and creating better products, in just one week. Join the session with experts from and see how your team can benefit from a Design Sprint — the same process that has helped propel Airbnb, Slack, Uber, and more to unicorn status.

5:30 p.m. Networking Reception – Sky Terrace

Wednesday, September 18, 2019

8:15 a.m. Buffet Breakfast – Aqualea Ballroom

9:00 a.m. Maintaining Personal & Leadership Resilience through Times of Organizational Transformation – Dale Smith – Aqualea Ballroom

Join Dale Smith for an engaging workshop where you will explore practical strategies on maintaining personal resilience and how when cascaded down will benefit your team.


11:30 Closing Remarks



Facebook Twitter LinkedIn


Is hiring front line contact
center team members a
challenge?  We've got some
creative ways to make recruiting
a little easier for you! 
View the replay on the
Resource Center page.

Visit the Resource Center
for links to webinars, podcasts
& blog articles! 

Contact Ronda @
with any questions.